LA Must Commit to Becoming a City that Works

CityWatch, July 23, 2010
Vol 8 Issue 58

Los Angeles will take its place as a Great City when it shifts from a complaint-driven system to a standards-driven structure, putting the people of LA first and positioning respect as the foundation for developing powerful relationships between the public and those in public service.

This simplistic statement amounts to a proverbial fork in the pothole-laden road for Los Angeles, one where the city can continue to instruct the public to call 311 to report potholes or one where the city develops a standard for its streets and then sets out to bring the streets up to standard.

In more general terms, it would free the public from being responsible for spending inordinate amounts of time requesting the most basic of city services and allow the public to actually partner with City Hall, working together to improve the quality of life in the community.

1) Open the front doors of City Hall to the public. Reward those who take the Metro to the Civic Center station and then walk to City Hall, put out the welcome mat, turn the courtyard into great public space, and send a message to the public that City Hall is their home. City Hall is a beautiful building but asking the public to use the back door is simply unacceptable.

2) Position a concierge at each entrance and greet the public, offering real information and real answers. Tone down the oppressive security gauntlet, get rid of the stickers, lose the irrelevant sign-in sheet and dispense with all of the unnecessary labor. It's City Hall.

The most significant violence in recent history to occur on city property was committed by city employees so the inconsistent security standard simply positions the public as 2nd class while the staff are 1st class. Open the doors, treat the public with respect, put customer service first and hire those concierges!

3) Listen to the public, not simply as a demonstration of endurance, but as an opportunity to take notes, to engage, to incorporate public comment into the active-solution process. Public comment is not simply a Brown Act obligation, it is the essence of the relationship, it is the minimum standard and any real leader will transcend minimum and look for optimum.

Engage the public, ask for input, make feedback an integral element of moving forward. Anybody who takes a half day of their time to travel to City Hall should be thanked for caring enough to participate, rewarded for the investment of time and enlisted as a partner in making LA a Great City, not simply dismissed as 2 minutes of noise.

4) Instill an "Every door is the right door" policy so that the public never ever has to navigate the Department of "No" journey that fatigues the hardiest and consumes inordinate amounts of energy and time.

From the Mayor to the intern, treat every request as an opportunity to be of service. Find the answer, find the department, find the solution but never, ever send the public away with an admonition that they asked the wrong person or the wrong question or the wrong department. City Hall exists to remove obstacles.

I'm often convinced that there are those in power who think that it would be a lot easier to run the City of Los Angeles if it wasn't for all of the people.

This attitude seems to originate in City Hall and then waft through some of the departments and offices, resulting in staff who seem to think that transportation would be a lot easier to manage if it wasn't for all of the traffic, that social services would be easier to handle if it wasn't for all of the needy, that emergencies would be easier to address if they would just take place between Monday and Friday.

It's simple to suggest that the City of Los Angeles could take a lesson from Disneyland or Nordstroms or Trader Joe's or Southwest Airlines or Rackspace, companies that put a focus on customer service in good times and then double down when things get rough. But the immediate response tends to be "That's different, we're in the public service sector!"

Fair enough, let's look down the street to the Metro and CEO Art Leahy's plan for moving the LA County Metropolitan Transportation Authority forward in spite of obstacles that include budgetary constraints, union agreements, performance issues and a systemic culture that is resistant to change.

Leahy is responsible for a transportation system that spans the entire LA County and serves 10 million people in 88 cities. Metro's responsibilities include the bus system, rail system, freeways and local infrastructure. As an agent of change, Leahy chose to start by focusing on the customer's experience and putting service as his priority.

He took the pictures of One Gateway off the HQ walls and replaced them with pictures of bus stops and rail stations to remind management that they are overhead and the customer is the priority. He asked why they spent so much time cleaning the wheels of the buses and so little time cleaning the inside where the passengers sit. Most of all, he listened. To the customer.

More recently, the Metrolink's new CEO, John Fenton took over a system that spans 500 miles and services 6 counties, all while hobbled with budget constraints and the systemic aftermath of the deadly 2008 train crash in Chatsworth that took the lives of 25 passengers.

Fenton jumped in feet first and demonstrated that he can handle safety concerns, power issues, schedules, funding, staff morale, training, capital improvements, track maintenance, operational accountability, and systemic performance.

Through it all, he staked his reputation on a simple commitment, "We move people!" Everything he does is focused on the passenger and the travel experience. "Everything we do, we do for people. If we forget the human element, we will fail!"

The City of Los Angeles is surrounded by challenges and it is also surrounded by examples of strong leadership. City Hall exists to serve the people of LA and if Los Angeles is to become a City that Works, it will be because the people of Los Angeles come first.

High atop City Hall in the Tom Bradley room, the words of Thomas Jefferson are inscribed on the wall. "That government is the strongest of which every man feels a part.” I propose that the Mayor and the City Council have a basic mandate and that is to make sure that every man and woman feels a part of the City of Los Angeles.

(Stephen Box is a grassroots advocate and writes for CityWatch. He can be reached at Stephen@thirdeyecreative.net. Disclosure: Box is also a candidate for 4th District Councilman.)

A Tale of Two Cities: LA's Metro vs. NYC's MTA

Carolyn Cole/Los Angeles Times/October 10, 2009

New York City's Transit Authority welcomes surfers on the subway while LA's Metro Rail management works to limit cyclists from the rail system. One large city embraces people and their "stuff" while LA looks squarely at cyclists and their gap-closing transportation solutions and says "you are a congestion problem."

Steve Lopez of the LA Times tells a story of an old LA surfing buddy who now lives in New York City and still manages to catch a wave or two, rising early to catch the A Train in Harlem and carrying a 7' surfboard all the way to Roackaway Beach in Queens. Somehow she is able to navigate the NYC subway system without the support of the NY Surfers' Advisory Committee or any other transit activists, she simply rides the subway and it all works out.

Meanwhile, in Los Angeles, cyclists are in limbo, waiting for word on the Metro's proposed limit on cyclists which would only allow two cyclists per rail car. The proposal was originally presented to the Operations Committee on July 16th by Mike Cannell, General Manager of Rail Operations. At that time, the Metro Board's Operations Committee directed the CEO to present to the Board by September 30, 2009, the following:

(1) A comprehensive legal opinion of all risks posed by MTA' s accommodation of bicycles, wheelchairs, luggage, strollers, et al.;
(2) A review and report on bike-an-rail policies adopted by other large transit properties in the United States; and
(3) A unified plan to ensure that our rail operations are as safe as possible for all users, including a specific bike-on-rail policy.

The odd thing about this directive is that is didn't instruct the staff to consult with the Metro's own Bikeways division. Does the Metro know that it has a Bikeways Division?

The Board, after some prodding from the public, modified the instruction to gather input so that it included, among others, the cycling community!

September 30, 2009 has come and gone. I made sure to let Mr. Cannell know that I would like to be included in the "cycling community" input process. Since then I've heard nothing.

I made a few inquiries, I sent a few emails, I finally filed a Request for Public Records (RPA) and the response I received was this:

"Unfortunately, after much searching, Records Management has no documents to provide on this matter since the relevant Metro personnel have not yet received all the information to make an informed decision. Therefore, we will close your request at this point. You may contact me at (213) 922-4880 or lord@metro.net if you have any questions or comments."

About the same time that the Records Management department says there is nothing to look at, I'm reading a report that Mr. Cannell submitted quietly to the Metro's CEO and the Metro Board, way back on August 27th, 2009.

I'm not sure how this "non-report" qualifies as the fulfillment of the Board instruction or how this would qualify as "gathering input from the cycling community" but it is apparent that it was done so quietly that even the Metro's Records Management department was unaware of the action.

Ultimately, all snubs and fumbles and RPA failures and misunderstandings aside, it's a sad day when a surfer in Harlem gets more respect from the local transit authority than a cyclist in Los Angeles who simply wants to close those service gaps and get to work on time or home to the family.

It's time for the Metro to form a Metro Bicycle Advisory Committee and it's time for the Metro to embrace cyclists as transportation solutions.

"See you on the Metro!"

An Open Letter to Antonio Villaraigosa

It's always an honor to receive an email from the Mayor, especially when it includes an invitation to a party. But I was dismayed to open the most recent invite, only to discover that the Mayor simply can't get away from encouraging bad behavior and ignoring the city's real transportation solutions, those who take mass transit, those who walk and those who ride their bikes.

Attached is San Antonio's invitation and my reply.

**********************************************

Hello Friends,

This month is Latino heritage month, and I just wanted to invite you to take part in the exciting opening ceremonies we have planned for this Friday, September 4th, at City Hall.

The ceremonies will be featuring Brazilian dance and samba music, food, and special honorees Jaime Escalante, Sheila E., and Jimmy Smits.

Latino Heritage Month is an opportunity for all Angelenos to learn and share the creativity and enterprising spirit that have been the hallmark of the City of Angels since its foundation. I hope you’ll join me Friday and celebrate the vibrant culture that has helped make Los Angeles the greatest city in the world.

The event is completely free but please RSVP at SP-RSVP@lacity.org. Parking is also available. Here’s all the information you need:

What: 2009 Latino Heritage Month Celebration: "Embracing Our Roots & Cultures: the Tapestry that Built Los Angeles"

When: Friday, September 4th, 10am -12:15pm

Where: City Hall Council Chambers followed by Program and Reception on the South Lawn

RSVP: SP-RSVP@lacity.org.

Parking: when RSVPing, request parking and include the following information.

Driver's Name
Vehicle Make
License Plate Number

Parking is located at 201 N. Los Angeles Street, Los Angeles, CA 90012

I look forward to celebrating Latino Heritage Month with you!

Best,
Antonio Villaraigosa

**********************************************

Dear Mayor Villaraigosa,

It would be great if you could set a sustainable transportation standard for the city by making sure that all invitations to city sponsored events include Mass Transit, Bicycle and Pedestrian instructions.

You've probably never watched as pedestrians approach the "real" front of City Hall for the first time, frustrated when they realize that the public enters through the "service" entrance.

Likewise, you've probably never watched cyclists circling the block for the first time, looking for the bike racks that don't exist.

As for Mass Transit, stand at the Civic Center Red Line stations (2) sometime and watch people come from underground, circling around and looking for City Hall, a big building not readily visible to the disoriented. (Wayfinding opportunity!)

Anyway, the event looks great, it's just too bad that the invitation encourages people to bring their cars downtown!

Stephen

p.s. Seriously, how is that traffic congestion relief plan coming along?


photo (top) by Zach Behrens photo (bottom) by Mr. Rollers

CityWatchLA - Aussies: Same Challenges, Different Solutions

CityWatch, Aug 25, 2009
Vol 7 Issue 68

Two weeks into my Australian Walkabout, I'm wandering the wilds of Melbourne, Sydney and Brisbane, following the storylines of my family and connecting with the history of my country. I am, after all, an Australian by birth and an Angelino by choice.

It's apparent I've arrived just in the nick of time. This continent is populated by a stubborn bunch, all clinging to silly traditions and I've got my work cut out if I'm going to impart the wisdom of Los Angeles to my Rellies Down Under.

For example, here are five areas where Melbourne is simply upside down on its approach to some common opportunities:

1) In Melbourne, a city of 4 million people, they're completely unschooled in the fine art of moving motor vehicles. Boasting the world's most extensive Tram Network, supported by a significant Train System, complemented by an efficient Bus System, Melbourne has the audacity to throw cyclists and pedestrians into the mix, positioning motor vehicles at the bottom of the food chain. The fact that their scheme works brilliantly, efficiently, safely, and effectively is completely irrelevant as is the bustling street life and thriving economic environment.

The simple fact that the people of Melbourne would dare to challenge the primacy of the single occupant motor vehicle with such impunity and, of course, success, clearly demonstrates that Melbourne is no match for Los Angeles when it comes to mobility.

2) Melbourne simply fails to get in touch with its hugeness. Los Angeles and Melbourne are so similar in population and in size that they could be fraternal twins! The difference is this, Los Angeles is more mature and has grown comfortable with the fact that it's "built-out."

LA's leadership resists innovation, claiming that the city is simply too big and too cumbersome to manage, let alone change. Rarely does a departmental meeting take place without the twin paradigms of mediocrity (LA is a battleship that can't be turned quickly and true progress occurs slowly and in small increments) being advanced as excuses for inactivity and mediocrity.

Melbourne, on the other hand, has streets and buildings older than Australia, yet it embraces change and innovation as if there were no limits to progress. Dangerous stuff, this Heritage Preservation coupled with Urban Re-Purposing, topped off with parks and bike lanes and traffic circles and shared streets and traffic calming and all sorts of impossibilities!

If Melbourne continues to fix streets, sweep sidewalks, treat residents with respect and act with the municipal dexterity of a small village, it can only serve to destroy LA's excuse for stagnation. "We're just too big!"

3) Melbourne completely misses out on political opportunities by focusing on practical solutions. In addition to the many significant environmental challenges any large city faces, Melbourne finds itself in the 13th year of a severe drought. Water is in such short supply, crop irrigation has actually been threatened and bush fires have ravaged communities with tremendous loss of life and property.

Rather than pursue LA style "big-picture" political solutions that advance careers and enrich city coffers, Melbourne thinks little.

Everybody is Melbourne is an environmental steward and the resulting "swarm" of solutions includes smokers not butting in the gutter (to avoid rainwater runoff contamination) to residential rainwater collection. (my Rural Uncle brags that his tanks have sustained him for the last six months)

Water "polling" has become a point of pride and my Urban Aunt shared her water records with us, competing against her history and her goals to reduce her water usage. Toilets have half-flush features, water reclamation is routine, peer pressure drives conservation and the public good is evidently of greater value than personal excess.

Through it all, Melbourne maintains parks with drought resistant native plants, uses creative and natural ground cover and plants trees at a speed that seems designed to be the metric equivalent of San Antonio's Million Tree Campaign. (I'm betting they're planting at a rate 2.2 times that of LA!)

At the end of a hard day of environmental stewardship, Melbourne residents return home to power outlets that are turned off when not in use, to rooms that are not heated or cooled unless occupied and to lighting that is low energy and heavy-metal free.

This practical approach flies in the face of the LA Municipal model which relies on consumption in order to fund the city machine. Melbourne has so much to learn from LA, including the simple fact that there's money to be made by encouraging bad behavior!

Imagine if Melbourne invested in muni parking lots, sold more gas, used more power, consumed more water, polluted more air, produced more trash! Why, it would be a filthy rich city with a balanced budget, just like Los Angeles!'

4) Melbourne claims English as the native tongue but conversations are sprinkled with colloquialisms that require a bit of translation. For example, "living wage" means a basic wage that is suitable for...well...living on. "Affordable housing" refers to housing that is accessible and affordable to those earning a "living wage." Servers in restaurants blush when tipped, after all, they've "already been paid quite nicely, thank you!"

This honesty in communication, while refreshing, deprives the City leadership of the wiggle-room that the Los Angeles style of double-speak provides. Left unchecked, this Melbourne style of “Strine" could result in an expectation that "public servants" actually serve the public! Where's the political future in that?

5) Aussies love their sports. But they take it a little too far! They love to play, they love to watch and they love to gamble. They are so competitive, they turn everything into a challenge and they always know the score.

"The Eureka is the tallest residential building in the Southern Hemisphere, the Southern Star is the largest observation wheel in the Southern Hemisphere, the Melbourne Cricket Ground has the largest retractable roof in the Southern Hemisphere."

This competitive spirit starts to get old, especially when everybody turns into a scorekeeper. The Transit authority posts their goals and performance numbers at the stations. The local authorities post their budgets and follow up with an accounting of the funds. Public Works leaves the price tag on their projects for all to see.

Melbourne would do well to relax a little, to learn from the leadership of Los Angeles who embrace a "softer" style of accountability based on intentions and motivations and efforts.

The Aussie approach translates into a style of governance that is so much more performance based with acute sensitivity to evaluation based on the numbers.

From Town Hall to the Train Station to public works, those involved in serving the public can tell you how they're doing based on the numbers. Where's the future in that?

In conclusion, I acknowledge that my Walkabout is not quite traditional, after all, it would typically take place in the outback, not in City Centre Boutique Hotels. Sustenance would most likely be bush tucker, not family reunion feasts. But who am I to get hung up on ritual when the real opportunity is to immerse myself in the journey of discovery and to explore the elements of Greatness that abound literally everywhere I walk.

As I wander, I recognize much that connects me with my past and I realize much more that will shape my future in Los Angeles. The Aussies are experiencing many of the same challenges and opportunities but their actions are a little different and this is the inspiration and connection that gives my Walkabout meaning.

In deference to my loved ones in Melbourne and in keeping with the spirit of a true blue Walkabout, I pass up opportunities for validation in favor of inspiration and I focus on my journey Down Under.

So it is that I find myself reconnecting to my people, my history and to the spirit of greatness that accepts no excuses and knows no limits.

(Stephen Box’ birthplace is Australia. He and his wife Enci have made Los Angeles their home. Box is a transportation advocate and writes for CityWatch. He can be reached at Stephen@ThirdEyeCreative.net) Photo credits: StreetsBlog.com. ◘