Wednesday, July 11, 2012

Updates: Municipal Emergency Plan - Shaw Court fire

***The hashtag #yycCEMA was used during this MEP activation.


July 17, 2012 
9 a.m. 
All government services affected by the Shaw Court fire have now been fully restored,including Alberta motor vehicle registries and land title services.

Several City services had been impacted by Shaw service disruptions - however, they are working properly now:
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Updates on the incident at the Shaw Building
July 13, 2012
12 p.m. 

As of noon today, all City sites are back on line with both phone service and network connection availability.
Services disrupted by the fire incident at Shaw Court this past Wednesday have all been restored.
The City’s IT team will continue to monitor systems and developments over the weekend.

July 13, 2012
8 a.m.
As of this morning, all City contact centres are in service. Access Calgary, 3-1-1, Transit, Recreation and Golf booking lines are all in service with regular phone numbers.

All City phone lines are in service.

July 12, 2012
3 p.m.
Calgary Transit's Teleride number (403-974-4000) is now in service.
Tee times for City of Calgary golf courses can once again be reserved by calling 403-221-3510.
The telephone line for booking City of Calgary Recreational facilities is now in service. (403-268-3800, option #2).

July 12, 2012
11 a.m.
The Municipal Emergency Plan has been deactivated with respect to the explosion at Shaw Court and resulting service disruptions.

The Calgary Emergency Management Agency has fulfilled its role in coordinating a multi-agency response to this situation. Partner agencies and impacted businesses are now implementing restoration plans to address the information technology challenges that resulted from this fire.

Shaw Communications continues to work with its phone and data customers to restore regular service.

A dedicated group of City business units (Calgary Fire Department, Calgary Police Service, Roads, Customer Service & Communications, IT, Public Safety Communications, Animal & Bylaw Services, Transit, Development & Building Approvals, Information & Infrastructure Services, Water and Corporate Security, with coordination from many others) have continued to work collaboratively through the incident, with cooperation from our external partners, Shaw and other impacted businesses.

CEMA would like to thank all of the partner agencies for their contributions: Alberta Health Services, Alberta Emergency Management Agency, Enmax, as well as the Building Owners & Managers Association (BOMA).

While 9-1-1 service is fully operational, we remind all Calgarians that 9-1-1 should be used in emergency situations only.

3-1-1 service is now fully functional, however some other City call centres are still experiencing telephone service disruptions. Please visit Calgary.ca for a list of alternative contact methods that can be used until service is fully restored.



9:23 a.m.
Due to the Shaw system outages, please anticipate the following temporary disruptions in service at City landfills:
  • All three City landfills are open; however, please expect delays due to disruptions to systems in weighing and cost calculations for dumping waste material.
  • Debit and credit cards systems are not working at Spyhill and East Calgary landfills.  These landfills accept cash only. 
If possible, we encourage our customers to postpone visits to the landfill until the Shaw service disruption is repaired.

9:10 a.m.
  • 3rd Avenue is S.W. is now open. 6th Street remains closed between 2nd and 3rd Ave SW 
7:27 a.m.

Updated City services impacted due to Shaw outages
The following is an update on the incident at Shaw Court, 630 3 Ave. S.W.

An electrical explosion at Shaw Court, 630 3 Ave. S.W, resulted in the outages to a number of phone and computer communications channels, including some services used by The City to communicate with and provide services to citizens.

Temporary road closures on the south and west sides of Shaw Court are still in effect. The closures are on 6 Street S.W. between (2 Ave S.W. and 3 Ave. S.W.) and 3 Ave. S.W. (between 5 Street S.W. and 6 Street S.W.). It is hoped that 3 Ave S.W. will be opened before noon.

Focus of the E.O.C. this morning is to assist Shaw and other impacted organizations in coordinating a response to the IT disruptions. Progress is being made, however heat and water damage in the building are still a safety concern.

9-1-1 service is still operating normally. Shaw has restored its 9-1-1 system nationally and will be monitoring it manually. As well, Shaw has almost fully restored residential phone service in the downtown core, however some Shaw landline customers in the downtown may not have 9-1-1 access. In the event those people need to contact 9-1-1, they are asked to use a cell phone or a neighbour’s phone.

The 9-1-1 centre experienced high call volumes due to people calling to check their phone service. It is imperative calls to 9-1-1 be limited to emergencies only.

Alberta Health Services reported there has been no impact to patient care even through the outage has impacted some of its computer systems. AHS is assessing the impacts of the outages and is implementing an IT restoration plan.

Phone service at The City's 3-1-1 contact centre was disrupted yesterday but is fully operational at this time. Due to the anticipated backlog of calls for 3-1-1 operators, patience from citizens is appreciated today.

Regular numbers for Access Calgary have been restored at 403-537-7777.

Please use calgary.ca for City information and use calgary.ca/eservices to access online services when possible.

City phone services that may be impacted include:
  • Recreation bookings and payments
  • Golf course bookings through the interactive phone line -- however online bookings on calgary.ca are still available.
  • Transit service and "next bus" information through the interactive phone line.
  • Landfills, which have disruptions to systems used in weighing and cost calculations for dumping waste material.
City staff continue to work internally and with external suppliers to return service to normal as soon as possible.

7 a.m.
  • Access Calgary's  regular phone number fully operational
  • 3-1-1 is fully operation. 403-695-3255 is no longer in effect. Please continue to call 3-1-1 or fill out an online request 
Updates on impacted City services due to Shaw outages
July 11, 2012
11:03 p.m.

The following is an update on services that remain affected by the incident at Shaw Court, 630 3 Ave. S.W. earlier today.

Roadways are open in the downtown core although there are some localized closures around the Shaw building. Those closures are expected to last overnight.

Emergency officials expect businesses in the downtown core to be operational Thursday.

There were a number of outages to landline phone and computer communications channels provided by Shaw, including some services used by The City to communicate with citizens and supply services.

9-1-1 service is still operating normally. However, those people in the downtown core who have a Shaw landline are experiencing outages. In the event those people need to contact 9-1-1, they are asked to use a cell phone or a neighbour’s phone.

The 9-1-1 centre experienced high call volumes due to people calling to check their phone service. It is imperative calls to 9-1-1 be limited to emergencies only

Alberta Health Services reported there has been no impact to patient care even though the outage has impacted some of its computer systems. The Healthlink phone line is operational.

Phone service at The City's 3-1-1 contact centre was disrupted by the service outage. A temporary phone number has been established. People with priority 3-1-1 requests (sewage backups, watermain breaks, traffic signals lights out, dog bites etc.) should call 403-695-3255.

The City’s website at www.calgary.ca remains functional. People can access the website for City information and to access online services.

Telephone service into and out of a number of City facilities and other call centres may not be available.

There is an alternate number for Access Calgary until full service is restored. For bookings please call 403-221-4609 and for dispatch please call 403-221-4607.

City staff continue to work internally and with external suppliers to return service to normal as soon as possible.

No further media updates will be available until 7 am Thursday.

10 p.m. 
CEMA Director, Bruce Burrell, talks with the media (9 p.m. July 11)



9 p.m. 

Impacted City Services due to Shaw phone outages

As a result of the incident at the downtown Shaw building Wednesday, phone service to a number of City operations and some City services are experiencing slowdowns or disruptions.

An electrical explosion at Shaw Court, 630 3 Ave. S.W. earlier this afternoon resulted in the outages to a number of phone and computer communications channels, including some The City uses to communicate with citizens and supply services.

For The City, 9-1-1 service is operating normally, although approximately 30,000 Shaw downtown landline customers are without phone service. In the event those people need to contact 9-1-1, they are asked to use a cell phone or a neighbour’s phone.  And, as always, it is imperative calls to 9-1-1 be limited to emergencies.

Although Alberta Health Services experienced impacts to some of its computer systems, they report direct patient care is not affected.

For The City's 3-1-1 contact centre, a temporary phone number has been set up for priority 3-1-1 requests. The phone number is 403-695-3255.  There is limited capacity on this line. We appreciate your patience and ask it only be used for priority situations (sewage backups, watermain breaks, traffic signals lights out, dog bites etc.)

Please use calgary.ca for City information and use calgary.ca/eservices to access online services.

Telephone service into and out of a number of City facilities and other call centres may not be available, including Access Calgary.

Because Access Calgary trips are booked up to four days in advance, all trips for Thursday will have been booked already and many of Friday’s and Saturday's trips will also have been booked.

Internal computer systems at Access Calgary are working and vehicle communication systems are operational so pre-booked trips will be honoured. However, clients will not have access to the interactive voice line for trip confirmations and cencellations and service providers may not be able to contact Access Calgary dispatch.

Access Calgary is working with Telus on setting up an alternate phone number should this incident be prolonged. We anticipate that will happen by Thursday and that number will be shared with the public.

Other City services that may be impacted include:

  • Recreation bookings and payments
  • Golf course bookings through the interactive phone line -- however online bookings on calgary.ca are still available.
  • Transit service and "next bus" information through the interactive phone line.
  • Landfill, which have disruptions to systems used in weighing and cost calculations for dumping waste material.
City staff continue to work internally and with external suppliers to return service to normal as soon as possible.


8:35 p.m.

  • Please only call 9-1-1 in case of emergency. It is fully operational. Please do not call 9-1-1 to test if your line is working properly - call a friend. If your phone works, so too is your connection to 9-1-1.

8:28 p.m. 

CEMA Director, Bruce Burrell, talks with the media (7 p.m. July 11)





7:20 p.m. 

Access Calgary update

Access Calgary trips are booked up to four days in advance so all trips for Thursday will have been booked already and many of Friday’s and Saturday's trips will have been booked.

Bookings are taken daily from 9 a.m. to 5 p.m.

Access Calgary will take "day of" bookings but only if there is capacity.

Internal computer systems are working and vehicle communication systems are operational so pre-booked trips will be honoured.

Access Calgary is working with Telus on setting up an alternate phone number should this incident be prolonged. We anticipate that will happen by tomorrow and that number will be shared with the public.



6:49 p.m.
Traffic update

  • 2nd ave. between 5 and 6 streets has been reopened.

5:33 p.m. 

CEMA Director, Bruce Burrell, talks with the media (4 p.m. July 11)



5:25 p.m.
As of 14:20 hours, the Municipal Emergency Plan has been activated due to an explosion at Shaw Court in downtown Calgary (630 3 Avenue S.W.).

All building occupants have been evacuated.  No injuries have been reported.  There is currently no power in the building, which is affecting Shaw Building tenants and other businesses whose data and systems are powered by Shaw.

Road closures currently remain in effect at:

  • 6th Street between 2nd Avenue and 4th Avenue SW
  • 3rd Avenue between 5th Street and 6th Street SW
  • 2nd Avenue between 5th Street and 6th Street SW
Landline telephone service (including emergency 9-1-1 service) is currently not operational for Shaw landline customers in the downtown core.  Some cell phone and data service providers who utilize Shaw fibre lines are also experiencing some outages.

Some tips for emergency calls:

  • Please call 9-1-1 only in an emergency.
  • If you call 911 and you get a fast busy signal, call back (keep trying).
  • If you don’t get any dial tone, ring, etc., your phone may be affected by the outage and you should use a cell phone or a land line that is not serviced by Shaw.
City of Calgary facilities are also impacted including the 3-1-1 call centre and other City phone lines are experiencing outages as well. 3-1-1 services can be accessed online at Calgary.ca or by utilizing the alternate number of 403-695-3255. Please only use 3-1-1 for priority issues (water main breaks, sewage back-ups, traffic light outages, dog bites, etc.).  For all other inquiries, please remain patient until the immediate situation has been resolved.

All transit station emergency phones are operational, however Calgary Transit’s Access Calgary phone service is affected by the outage.  Transit is working on an alternate number to re-establish service.

We appreciate your patience in this matter as we work together to manage the incident.


4:46 p.m. Downtown Road Closures
  • 6 street between 2 ave and 4 ave
  • 3 avenue between 5 street and 6 street
  • 2 ave between 5 street and 6 street
4:13 p.m.
  • A temporary phone number has been set up to allow citizens to call 3-1-1 Operations for priority 3-1-1 requests. The phone number is 403-695-3255. 
  • There is limited capacity on this line. We appreciate your patience and ask it only be used for priority situations (sewage backups, watermain breaks, traffic signals lights out, dog bites etc.) Thank you.
3:56 p.m. 
  • Services on mobile phone carriers may be affected with intermittent outages.
3:42 p.m. 
  • Landline telephone service has been affected for Shaw customers in the downtown core, including     9-1-1 calls.  Affected Shaw customers are asked to use a cellular phone or  neighbours' telephone in the event of an emergency.
  • Road closures related to this incident: 3rd and 2nd Avenue between 5th and 6th Streets S.W. are closed
2:30 p.m. 
As of 14:30 hours, the Municipal Emergency Plan has been activated due to an explosion at Shaw Court in downtown Calgary (630 3 Avenue S.W.)

The Emergency Operations Centre is now open and more information will be provided as available.

The Calgary Emergency Management Agency (CEMA) plans and coordinates emergency services and resources.

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