STREETMESSAGINGSYSTEM(SMS)FEASIBILITYREPORT

PreparedforTelusFoundation–July2015I. ORGANIZATIONPROFILETheVancouverCommunityNetwork(VCN)owns,operatesandpromotesfree,publiclyaccessible,non-commercial,computerutilityinMetroVancouver.VCNenhancescommunitiesandorganizations,usinginformationtechnologytocreatepositivesocialchange.Weworktocreatesocialequalityandopportunitybyempoweringpeoplethroughaccesstoinformationcommunicationtechnology(ICT)withfreedial-upInternet,free/lowcosttechnicalandwebsitesupport,computertraining,andwebhostingformembers,non-profitsandcommunitygroups.VCN'scoremandateistodevelopandimplementwaystoincreaseknowledgeof,expandpublicaccesstoanduseofelectronicinformationresourcesandfacilities.Wedothisby:

• increasingdigitalinclusionbyassistingallthoseinourcommunitiestoaccessandefficientlyusetheInternetandavailabletechnology

• raisingthelevelofdigitalliteracyandimprovingtheefficiencyandeffectivenessofthecommunityITresources

• advocatingforandshowcasingthebenefitsofdigitalempowermentinourcommunities.

Thebeta-stagedStreetMessagingSystem(SMS),whichisthefocusofthisstudy,completelyalignswithourorganizationalgoalstoprovideonlineservicesand/orwebsafetyforvulnerableordisadvantagedgroups,andfreeservicestoassistindividuals,communitygroupsandnon-profitorganizationsinaccessingandutilizingtheInternet.Withthemediaimpactofthisproject,wealsohavetheopportunitytoraiseawarenessofourworktothegreaterpublicandinstitutionsreadytosupportourmandatetobridgethedigitaldivide.II. PROJECTDETAILS

BackgroundIn2010,ourExecutiveDirector,TraceyAxelssonwasleadingHomeForTheGames–ahomestayprograminwhichhalfoftheproceedsofthe‘rent’wasdonatedtolocalcharitiesworkingtoreducehomelessnessinVancouver.WhilevisitingCovenantHouse,Axelssonnotedthearrayofcellphonesstackedandchargingontheshelvesofthereceptionarea.Whensheexpressedsurpriseshewastoldcellphonesweren’t

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allowedintheshelterduetoprivacyconcernsand“ifyouhaven’tgotahome–you’vegotaphone”.Flashforwardtothewinterof2013-14,andAxelssonwasaskedbyfriendandinternationally-recognizedVancouverHomelessAdvocateJudyGravestohelpspreadthewordabouttheExtremeWeatherShelterswhichhasfluctuatingavailabilityintheseason.AxelssonbegantapingtheshelteravailabilitytotheWoodward’slobbywindows;playingacatandmousegamewiththesecuritywhowouldtakethe8x11sheetsdown.InJanuary,onroutetoanotherstealthyposting,shepausedandlookedaroundherandatthealertsheet.Shebelievedthenthatthenon-descriptpagestapedtoawindowinavisuallyclutteredcommunityhadnothelpedasingleperson.Andwonderedwhyweweren’tjusttextpeopletheinfo.AxelssonthencalledJudyandaskedthatquestion.Judy’sresponse:

“Becauseithasneverbeentried.NotanywhereonEarth.”ByMay2014,VCNdevelopedtheplanandaccessedfundingfromtheCanadianInternetRegistriesAuthority(CIRA)totryit.Alotofworkwentintodevelopinganeasyandnon-threateningsystemspecificallydesignedtosendalertlevelmessagingonly.FocuswasputonhowtoensurethesystemdidnotunnecessarilyinterruptpeoplebylimitedmessagingwithincategoriesShelter,Food,HealthandJob/Trainingfilteredbyageandgender.LaunchInSeptember2014,VCNlaunchedtheStreetMessagingSystem(SMS),aweb-enabledplatformwhichhasbeenactivelysendingsurvival-levelalertstovulnerablepeopleintheDowntownEastside(DTES).Thesystemishostedonamobilewebsitewhichdisplaysamapoftheregionwithkeysocialserviceagenciesplottedonit.TheSMShastwodistinctusers;theClientandtheProvider.TheClientregisterswithhis/hercellphonenumber,yearoftheirbirthandgenderidentification,thenselectsthekindofalertsthey’dprefertoreceive.Nothingmore.TheProviderisastaffpersonatasocialserviceagencyorsocietywhosetsupapassword-protectedprofilethatisvettedbyVCNtoensuretheyarestaff/affiliatedwiththeorganizationandhavetheauthoritytosendmessages.Onceapproved,theycansend140charactermessagesstraightfromthewebsite.Sheltersalsocanchoosetoregisteracellphonenumberwhichwillpromptthemwithquestionsaboutbedavailability.Theyreplytothetext,thenumberofbeds(i.e.“11”),whichtheSMSwillthenautomaticallyupdateasthebedavailabilityonthemobilewebsite.Sinceitslaunch,manyalertshavebeensentonthingslikeshelterbedavailability,extremeweathershelteropenings,randomfreefoodavailability,freeclassesandjobreadinesstraining,techsupport,communityevents,abadbatchincident,missingpersonsandextremeweather,datereminders,addresschanges,informationalchangestowelfare,mobileneedleexchangesandpetcare.PriortoSMS,aclientwouldgetinformationonabulletinboard-iftheystoppedtolook,andiftheyhappentoseesomethingsalientintheoverwhelmingwallofnotes,

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postersandads(whichmayormaynotbecurrent).Orwhentheygetdirecthelp,theyreceiveapaperslipwithnumbersandaddressesonit,whichcanbelostorendupasawetwadofpaper.JudyGravesmaintainsheravidsupportfortheprojectsuggestingthatunifyingtheserviceproviders’voicesandputtingknowledgerightinthehandsofthosewhoneeditisoneofthebiggestadvancementstohappenforthevulnerablepeopleintheDTES-youth,peopleexperiencinghomelessnessandtheworkingpoor,indecades.Makinguseofthefreetextmessagingserviceoncellphones,SMSenrolledindividualsconnecttoawiderangeofinformation.Anditispermanentlythereforactionandretrieval.Withsomeextracoding,wecouldevenusetranslationservicestoreachawideraudience.ProjectNotesThemobilephoneisconsideredthemostrapidlyadoptedtechnologyinhistory,albeitlessrapidlyinthelowerincomesectors.Cellphonesandtheircarrierchargesareexpensiveandoftenthoughttobealuxurytotheconventionalpopulation.VCNhasbeenmetwithopendisbeliefthatstreetinvolvedpeoplehavethemeanstogetandmaintainone.Yetpeopleonthestreetswe’vespokentoduringthisstudyequatehavingacellphonetohavinga'lifeline'.Thecellphoneisn’tjustameansofcommunicationinaworldwherepay-phonesnolongerexist.Itismobiletechnology.Itisaconnector,tofriendsandfamily,jobopportunities,theInternet,socialmedia,aswellastheserviceprovidersworkingtosupportthem.Itisacomputerterminal,allowingthemtoaccessjobsites,send/receiveemailandstorecontacts.Itisanentertainmentunit;librarybooks,tv,netflixandyoutubeareeasilyaccessibleasaregames.Itisalsoasecuritytool,allowingthemtovideoincidentsforbetterandmoreclearreporting.

Morethanonceweheardthatthreatsevaporatedoncethecellphonewashelduptorecordasituation.Drugdealsandpimpswouldmovealong.And911wasjustaclickaway.A2013researchpaperoutofdowntownSanDiegoCaliforniaechosourexperience.Intheirpublishedwork,theinvestigatorsfoundthat8of11peopleinparticipantshadcellphones1.AmorerecentstudyoutofbothSydneyandMelbourneAustraliaconfirmsthesefindingsandsuggestcellphoneusageisactuallyhigherinthesectorwiththeundersatnding92percentofAustraliansownamobilephone,anevenhigherproportion–95percent–ofthe

1Kim,Cameron,andFung.“DesignsonMobility:PerceptionsofMobilePhonesAmongtheHomeless,”2013.

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adults,youthandfamiliessurveyedownamobile2.Asasector,thesegroupsareoftenleftoutoftechnologicaladvancementsandinnovation,buttheyareadoptingmobilephonetechnologyincrediblyquickly.Withthelessonslearnedintheearlystagesoflaunch,thesystemisnowreadytosupportalargeroutreachstrategy.Thereisaneedtoincreasethearchitectureoftheplatformbutthemajorityoftheworkneededisinon-boardingsocialserviceagenciesandcomprehensivestreetteamoutreach.III. FIELDFINDINGS

VCNtookontheSMSprojectbecauseitstrengthensourworkwithvulnerableanddisadvantagedpeople,especiallyyouth-at-risk.WeelectedtolaunchintheDTESbecauseitispartofourcommunityandbecauseitisawell-recognizedandchallengedarea.Areport,preparedfortheCityofVancouverandBCHousing,providesapictureofthesocio-demographicandeconomicprofileofresidents(SROandsocialhousingtenants)livingintheDowntownEastside(DTES).3Asstatedearlier,asasectorandcommunity,individualsintheDTESareoftenleftoutoftechnologicaladvancementsandinnovation.Codersanddeveloperswouldnottypicallyseethisasapopulationinwhichtoattempttomonetizeaproject.ThisisalsotrueforVCN.Toaccesssustainingfundingtopushthesystemintobothanexpandedserviceareaandthenextlevelofservicewhilemorecomprehensivelymeetwithandeducatethesocialservicesectororganizations.Todothisweneededtoundertakeafeasibilitystudytosupportourassertionsthatthiswasbothaneededserviceandhadpotentialcellphonecarryingclientstoreach.VCNfirstjobhasbeentoworkondispellingthemisconceptionthatresidentsoftheDTESdonotpossesscellphones.WithfundingprovidedbytheTelusFoundation,wewereabletoundertakearandomstudyof150peopleintheDTES.Face-to-faceinterviewswithanaimtomeet150people(10%of2015CityofVancouverhomelesscount)wereconductedbyVCN’soutreachteamwhovisitedshelters,communitycentres,parks,attendedtheDTESStreetMarketandwalkedthestreetsengagingpeopletointerviewabouttheircellphoneownership,theservicestheysubscribedto,theamounttheypaidfortheir

2Humphry,Justine.“HomelessandConnected:MobilePhonesandtheInternetinthelivesofhomelessAustralians,”2014.3Lewis,M,Boyes,K,etal.“DowntownEastsideDemographicStudyofSROandSocialHousingTenants”,2.

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plansandhowoftenthischanged.Inconversations,wecollectedanecdotalnotesoncellphoneusageinthecommunity.ThiswastohelpVCNbetterunderstandthecommunityweareserving;theirparticularneedsandcircumstancestobetterimprovetheexistingsystem.Whenasked,somerespondentssharedthattheykepttheircellphoneownershipveryquiet,mostoftenfornotwantingtobecomeatargetfortheft.Somealsofelttheyfacedextrascrutinyfromserviceproviderswhoquestionedtheirbenefitneedsiftheycouldaffordaphone.ThisisstrangegiventhatTrishGardiner,anAnti-PovertyAdvocate,spokepassionatelyataPovNetmeetingsuggestingthattheamountofmoneyleftoverfromawelfarechequeafterhousingandcellphonecostsweredeductedwasdismallylow.Suggestingthatwelfareworkersareveryawareoftheneedforcellphones.WealsocollecteddatathroughtheSMSplatformitself.Ultimately,ourfindingsconfirmpreviousstudiesthathavefoundmorethan30%voluntarydisclosureofcellphoneownershipinthecommunity,witha97%adoption(signup)andsupportfortheSMS.ThemajorityofrespondentswhoparticipatedinthestudyreportedthattheirprimarysourceofincomewasIncomeAssistancewith60%indicatingthatthiswasthecase.Additionally,21%ofrespondentsreceivedtheirincomethroughemployment,and12%reportedthattheyreceivedDisabilityBenefitsandasenior’spension.Themostimportantfindingwasthat77%reportedthattheyreceivedanannualincomeof$15,000orless.TheVCNsurveyrevealedlocallythatformost,ifnotall,cellphoneisanecessity.It’safact,thispopulationexperienceslimitedaccesstoqualifyforlandlines,andhavelimitedaccesstocomputers.Thecellphoneisthemostimportanttechnologyinnovationinthissector.Ourfindingsconfirmwhatpreviousstudieshavefoundthatasignificantnumberofpeopledoownmobilephonesamongthehomelesspopulation.Roughlyone-thirdofpeoplewhowereapproachedintheDTEStoparticipateinthesurveyownedcellphones.Asmallpercentageofcellphoneownersdeclinedtheinvitationtoparticipateinthesurvey.Datawascollectedfrom136people.Thosewhoownedacellphonereportedpayingbetween$10/monthtoupwardsof$60/monthfortheirphoneservice.63%ofuserspayformonthlyplans,while39%“pay-as-you-go”,withmostsayingthattextmessagesareincludedintheirplans.Anecdotally,welearnedcellphonesareusedtocommunicatewithfriendsandfamily,forwork-especiallyindaylabourand'on-call'opprtunities.Manyreportusingthephoneforsafety/securitypurposes,entertainment,Internetaccess,andcalendarizing/storinginformationfortheirdailylives.Theyusethecellphonetomaintaincommunicationwithprogramsandgroupsupportaswellasbusinesscontacts,appointments,medicalemergencies/healthreasons,toarrangecareforchildren,call/getcallbacksfromsocialsericeagencies,getinformationontransit,forbanking,andthecellphonecanbeusedbysomeasa“husbandlocator”.

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Asacodiciltothesefindings,approximately71%indicatedthathavingtheabilitytoreceivetextmessagesisessential,avitaltoolforsurvivalandcommunication.Themajorityofpeople,83%,thoughtthatreceivingalertsrelatingtofood,emergencyshelter,jobsandskillstraining,healthprograms,communityevents,etc.wouldbeusefultothem,andthesameindividualsconfirmedthattheywouldpassonthisinformationtoothers.Itisimportanttonotethatmostparticipantsofthesurveyreportedthattheirphonenumbersrarelychanged,unlessthephoneisstolenorlost.Onememberofthestreetoutreachteamobservedthatwheninterviewingnoonecomplainedaboutthecostofphoneplans.Itseemedthattheexpensewasacceptedasanecessarypartoftheirday-to-dayexistence.Anumberofrespondentsmentionedinpassingthattheyareonwelfareordisability,whichleadustoassumethatthissourceofincomeishowtheypayforthephoneserviceandgiventhatshelterandfoodcostsaresubsidizedoravailableinthearea.Onemanreportedusingmoneyfrombottle-collectiontocoverthecostofhisphoneservice.Thosewhodidnothavephonesreportedbeingin“betweenphones”,completelydisinterestedinICTs,itwasduetoaffordability,disinterest,lostorstolenphone,theircomfortlevelwithtechnology,andtheneedforglasses.VerbalinterestintheSMSprojectwasfairlyconsistent,withmanyClientssigningontheusetheSMS.Providers,ontheotherhand,havebeenmixedintheiruptake.Whilemosthavebeenenthusiasticandexpressedtheywouldtrytheserviceanditsoundedlikeagoodconceptwefindweneedtomakemultipleconnectionstogettheadoptionlevelwe’dlike.Thereappearstobesomemisunderstandingofhowthesystemworks,thereisasensethattheywouldbe‘over-sharing’andmanyhavebeenputofffromusingthesystemawaitingseniormanagementdecisionsforpermissiontouseit.ButwehavebeenseeingrecentconversionsandgreateruptakeinthesystemnowwithBC211andEmberspostingmessages.Veryrecently,wereceivedthisemailfromIreneJaakson,theExtremeWeatherSheltercoordinatoratBCHousingencouraginghernetworktoadoptSMSasafreeandeasyservicetoincreasetheirimpact.

Hieveryone,IwantedtotaketheopportunitytointroduceyoutotheStreetMessagingSystem(SMS)hereinVancouver.Myapologiesforcrossposting.IthinkSMSwillbeenormouslyhelpfulformanyofyou.[SMSprojectdescription]SMSisbeingupgradednowtofurtherlocalizezonesofcoverageandbettertargetexistingstreetpopulations.Aspayphonesdisappear,manyinthestreetpopulationbecomefurtherisolatedandfinditincreasinglydifficulttocommunicatewithagencies,friendsandfamilies.Manydohavemobilesandsmartphones,especiallytherecentlyhomeless,couchsurfersandthoselivingintheircars.Forthesepeople,theirphonesarealifelineandkeepthemconnectedtothewidercommunity.Thosewithouttechnologyfacesignificantbarrierstoreintegrationandrehabilitation.

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Whilesomemembersofthestreetcommunitywishtoremainasfaroffthegridaspossible,otherswouldwelcomethechancetoconnect.TheExtremeWeatherResponseshelteratSt.Mark'sChurchinKitsilanohasadoptedSMS.Whenevertheyareopenanoticegoesout-andithelps.St.Markshasfoundthateverycommunicationstoolavailablehelpsthemreachthestreetpopulation.Addedbonus-it’seasywithonly140characters.

Shewentontodrawattentiontothestudieswehavementionedinthispaperearlier,aswellaspostingthelinktoa3minuteCinework’svideowewerefortunatetohavemadeontheproject:https://www.youtube.com/watch?v=LyTVRkdfqDoJaaksonalsofeltitwasworthwhiletosharealinkaboutMozillacellphonesforAfricaandthethirdworld.https://blog.mozilla.org/blog/2015/05/08/orange-launches-first-firefox-os-smartphones-in-africa/

IV. OPERATIONS

VCNhasasmallbutdedicatedstaffandagroupofconsultantwhichweaccesswhentheyworkrequirestheirexpertise.InordertoexpandtheSMSproject,wewillneedtoretainacodertoaddageo-linktothesystemtoallowfortheabilitytousethesysteminotherareasofMetroVancouverandbeyond.WehavereceivedfundingfromtheHomelessActionWeekprojectwiththeCityofVancouver,toofferafew‘lunchandlearn’sessionstobetterworkwiththesocialserviceagenciesinthecity.Financiallythesystemisveryeasytoqualifyandeasilyscaled.Thetextservicechargesarelessthanhalfacenteach,whichwilldecreasewithgreatervolume.Thedevelopmentplatformwehosttheprojectonis$25amonthandmaintenanceonproprietorialsoftwareisrelativelycostefficient.Providersentertheirowninformation,populatingthemapifappropriate.Naturally,somewomen’ssheltersdonotwanttobeplotted.Intime,themessagingwillbeself-generatedwithlittleinvolvementofVCNstaff.Intermsofsecurity,nonamesoftheClientsareevercollectedsotheyarenotterriblyvulnerable.TheProvider’sdataisencryptedandpasswordprotected.TheyarealsovettedbyVCN,andthengivenfreedomtoposttheirmessageswithnofurthermoderation.VCNcanpulltheiraccessinstantlyifanyabusesaredetected.Note:VCNhascontroloverthealldataofthecurrentSMSplatform.ItallowsaccesstoandmaintenanceofrecordedinformationofClientsandProviders.Bothoftheseusergroupsign-upsareaccomplishedthroughoutreach,word-of-mouthreferralsbetweenclientsandpartneringsocialserviceproviderswhopromotetheplatform.

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V. PROJECTGOALSMilestone1• Gatherfeedbackfromtheexistinguserbasetoaddresslimitationsofcurrent

websiteandimproveuserexperience• Convenetechnologymeet-uptodiscussrelevanttechnologiestoimproveexisting

system/websiteforstrongerbaseapplication• Buildpartnershipswiththe211systeminCanadaasthesystemhostand

operationsmanagement• Hostasector-widemeetingtoaddressprocedurequestionsandlimitationswhile

developingpolicyframeworkMilestone2• Finalizewebsitefeaturesandexpansionplusrelatedcommunicationscollateral

forexpansionlaunch• Deviseon-boardingroutinetospeedthevettingprocessallowingnewsocial

serviceprovidersaccesstothesystem• Developadetailedguidetoinformclientsandprovidersonthesystem• Integrateon-boardingwithreferralprocessforproviderstoregisterclientsto

increaseproviderbaseMilestone3• LaunchcommunityoutreachinVancouver,Calgary,TorontoandMontreal• Addressexpansionarchitecturechallenges• Makeimprovementsbasedonfeedbackandshareusagestats• Gatherinformationforsystemimprovementandsuccessstories• Lookforserviceimprovementsandsuggestionsforcomplementaryapplications

tobuildintofuturedevelopmentMilestone4• Buildmonetizationoptionsforsystemfinancialsustainability• ReachouttootherCanadianNorthAmericanorganizationswishingtoofferthis

innovationVI. PREDICTEDOUTCOMESEvaluationoftheexistingsystemisalreadyunderway,whichincludesanassessmentandrecommendationsontechnology,contentorganization,andmarketingstrategies.AsanInternetserviceproviderwewouldbelookingforimpactsalongstatisticallines.Thetoolsthatwillbeutilizedtotrack,document,andcollectdataarethefollowing:MeasurableIndicators:• Numberofclients(homelessindividuals,at-riskyouthandotherwisestreet-

involvedpeople)subscribedtoreceivealerts• Numberofhealthrelatedgroupspostingnotificationsontopicsfromhealth

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(mental,dentalcare,detoxcentres)• Numberofhomelesssheltersandtransitionalhousingorganizationsupdating

theiravailability• Numberoffoodprovisionorganizationsprovidingtimesandlocations• Numberoforganizationsfocusedonskills-building,trainingprograms,and

employmentopportunitiessharingupdates• Numberoftestimonialsfromclientsofthepositiveimpactofthesystem• NumberofmediastoriesontheprojectDocumentationPlan:• Countnumberofclientssubscribedtousethesystem• Countandcreatetrackingsystemusingspreadsheetswithfrequencyandtypeof

notificationssubscribedto• Outreachtocollectstoriesfromclientsthroughinterviewsandquestionnaires• Marketprojecttothepublicwithamediacampaign(film,rebranding)Note:ItisalsoourintenttobeacontributingbloggertotheHomelessHubwhiledevelopingourownnewslettertokeepsubscribersinformedaboutthemilestonesintheplatform.Thesuccessstorieswecollectandchallengesweovercomewillformthebackbonetotheseinformationpieces.Ultimately,themediahasalreadyshownagreatinterestinthework.Weintendtocontinueourmedia-relationswork.VII. RISKS• Lowclientandprovidercount• Failuretocreateanoptimaluserexperience• Clientslosephones,missbillpayments,changephonenumbers• Difficultyofothercitiesreplicatingtheprojectduetolocally-specificcontextsHowtheywillbeaddressed:• Streetteamoutreachandcommunityeventparticipationwithanon-goingstudy

oncellphoneownership;sectorconsumerchoices,deviceandserviceplancostsandbehavourialtrends,etc.

• Anon-boardingandretentionprocesswhichwillincludetipsonhowtousetheSMSandreminderstoencourageconsistentuseoftheplatform

• Ongoingengagementandcollaborationusingafeedbackprocessfromuserbaseandpotentialproviders

• Implementasecureuserauthenticationsystemthatcouldvalidateandverifyworkingphonenumbers

• Ongoingsystemupgradestoadapttotheneedsofthecommunity

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VIII. PROJECTEXPANSIONTheprojectsiteisliveandwillcontinuetosendSMSalertsintheDowntownEastsideofVancouver.Withthepositivedemonstrationofthesystem,VCNwillworktoexpandacrossMetroVancouverandacrossCanada.Weprojectthiswillonlyhappenwithaminimumfundingprojectionof$45,000.

IX. CONCLUSIONSVCNhasitsownservers,andwillcontinuetohostthewebsite.Ourintentionistocontinuetoexpandintootherareas,cities,orregions.Monetizingthesystemmovingforwardwillbekey.A3multi-yearexpansionprojecttimeframewouldallowustimetodevelopasustainingfinancialplan.Thelargestfinancialcomponentoftheprojectisinthesetup-thecostsofcontacting,trainingandvettingthesupportorganizationsandgettingthecellphoneregistrations.Oncemanyoftheserviceorganizationsareestablishedinthesystem,theon-goingmessagingcostsarelikelytoberecoverableviacrowd-funding,publicfund-raisingcampaignsanddonationappealsifnecessary.

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APPENDIXA–FIELDFINDINGS