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Two months after a massive sinkhole swallowed three lanes of Rideau Street and threw the downtown core into a state of chaos, what was happening behind the scenes has partly emerged, thanks to hundreds of pages of emails obtained by the Citizen.
They show senior city officials sending messages back and forth at all hours of the day — and night — in search of the latest updates. They show politicians worried about the sinkhole’s impact on local businesses, while residents feared for Ottawa’s reputation.
But the emails also reveal the inner workings of the city’s corporate communications apparatus, which clamped down on construction workers who dared speak to reporters at the scene and ensured everyone stayed on message.
The city redacted portions of emails that contained, among other things, an individual’s personal information, records that were subject to solicitor-client privilege, and those which revealed advice or recommendations provided by city employees or consultants hired by the city.
A final caveat: The Citizen asked for “any and all correspondence” but only emails and a few public tweets were released. Like virtually everyone these days, politicians and top officials communicate by text message, BlackBerry PINs and Twitter direct messages — none of which the public ever sees.
GM of Transit Services
John Manconi
Manager of Stakeholder Relations and Communications, Rail Implementation Office
Rosemary Pitfield
No Photo Available
Wednesday, June 8, 2016
10:25 a.m.
A westbound OC Transpo No. 12 clears the intersection of Rideau Street and Sussex Drive with an unknown number of passengers aboard.
10:27 a.m.
An eastbound OC Transpo No. 14 clears the intersection with an unknown number of passengers aboard.
10:30 a.m.
CTV Morning Live weather host Melissa Lamb tweets the first picture of the sinkhole.
Massive sink hole Rideau at Sussex @ctvottawa #ottnews pic.twitter.com/CxdhmvQJmP
— Melissa Lamb (@CTVMelissaLamb) June 8, 2016
10:40 a.m.
From Sarah Bourgeois, communications co-ordinator for OC Transpo, to John Manconi, general manager of transit services (and others): “Please be advised that due to a large sinkhole on Rideau at Sussex, all buses travelling on Rideau will be required to use the Mackenzie King Bridge.”
10:44 a.m.
From Jocelyne Turner, who works in the city’s corporate communications department, to Rosemary Pitfield, manager of stakeholder relations and communications in the rail implementation office: “Council is currently in session. Mayor requires something asap to address what is going on … We are also getting media calls so we will need a holding line ASAP.”
“Holding line” is crisis communications speak for an all-purpose, non-emotional response to use for initial inquiries to help control or shape the message the public hears immediately after an incident.
10:47 a.m.
Pitfield replies to Turner: “RTG are on site ensuring the safety of the site and investigating we will provide an update as soon as we have more to report.”
10:49 a.m.
From Samantha Medina of the city’s traffic incident management unit: “Please be advised that Rideau has been closed in both directions at Sussex due to emergency repairs. OPS (Ottawa Police Services) and emergency vehicles are on scene. Impact to traffic is moderate to high. Duration is unknown. Updates to follow.”
10:50 a.m.
From Phil Landry, traffic services manager, to Serge Arpin, Watson’s chief of staff: “As discussed, here is a picture of the sinkhole.”
Attached is a grainy image, a copy of a screenshot from what appears to be a traffic camera at Rideau and Sussex. Workers in fluorescent vests, police, two trucks on west side of Rideau are visible.
10:52 a.m.
Followup email from Medina: “Rideau is now closed in both directions between Mackenzie and Dalhousie.”
10:55 a.m.
Followup email from OC Transpo’s Bourgeois: “The Rideau Centre is being evacuated and will be closed down. The Mackenzie King Bridge will be served by buses … 4 buses were identified on Rideau St at the time of the sinkhole. They were evacuated and have been backed out of the area with the assistance of OPS.”
Reference point: The city council meeting adjourned around the same time and Watson spoke to reporters. “All hands are on deck to make sure the site is secured and no harm is done to any individual,” Watson said.
11:02 a.m.
From Bill Mertikas, Transport Canada, to Steve Cripps, director of the rail implementation office: “Wondering what you can tell me about the sinkhole article in the media this morning and the likelihood that it is LRT tunnel related?”
11:10 a.m.
Followup email from Landry in traffic services to Arpin: “Hole is getting bigger.”
Attached is a second grainy image from the same traffic camera. The infamous minivan that was eventually swallowed by the sinkhole is visible; trucks, people visible in previous picture have cleared out.
11:13 a.m.
Followup email from Pitfield to Turner: “RTG have evacuated the tunnel. There are no injuries that we are aware of at this time.”
11:16 a.m.
A third traffic update from Medina: “Rideau eastbound is now closed between Elgin and Dalhousie,and Rideau westbound remains closed between Dalhousie and Sussex.”
11:31 a.m.
Allison Simons, safety administrator for RTG, sends an incident notification report prepared by herself and Peter Wolters, project safety manager, to several officials, and it’s eventually sent to Cripps.
Report says: “At approximately 10:40 am a sink hole formed at Rideau running tunnel opening on the surface on Rideau St. As a result a water and gas main broke at the corner of Rideau St. and Sussex. It has been confirmed with our tunnel tracking system and head count that all employees have been evacuated from the tunnel. Road closures are in effect by emergency responders.”
Simons’ report says the Ministry of Labour was notified by the safety manager at 11:16 a.m.
11:36 a.m.
From Fleury to Kanellakos, Arpin, Manconi and Cripps: “The hole is not from building to building. FYI.”
Reference point: Eyewitness at the scene tweets short video clip at 11:48 a.m. of minivan being swallowed by the sinkhole.
Guys I just saw a car get sucked into the sinkhole #ottawasinkhole #sinkhole #ottawa pic.twitter.com/7YyaHpzudr
— Anne-Sophie Alarie (@_Sophster) June 8, 2016
11:59 a.m.
Another followup from OC Transpo’s Bourgeois: “The large influx of customers that were seen on the Mackenzie King Bridge after the Rideau Centre evacuation have now all been accommodated and loads are now light. The route 1 Southbound is showing delays between 15-20 minutes, however no other routes are showing significant delays from the detour. Of the 341 buses on the road, 16 are currently running over 10 minutes late.”
12:16 p.m.
From Pitfield to Lisa Allaire, head of the city’s corporate communications department; Turner, Cripps, Keyes are copied: “Please note we have just received a text from Mathieu Fleury indicating that Construction workers are talking to the media.”
12:20 p.m.
Response from Cripps: “Not sure if that’s true but Gary is contacting RTG to ensure no comms.” (Gary Craig is the No. 2 in the rail implementation office).
12:22 p.m.
Response from Keyes, RTG’s communications director: “There was a tweet from a reporter. RTG has reiterated to all staff on site that they should not be providing information to media/public.”
12:31 p.m.
From David Donaldson, government relations adviser at Enbridge, to Watson and Fleury about the natural gas leak: “Enbridge crews arrived on site and the natural gas valve was successfully turned off at 11:39 a.m. We believe we have lost 30 customers due to the need to turn off the natural gas in the area, including the Fairmont Chateau Laurier Hotel and Westin Hotel among others. A strong smell of gas would have been present in the area earlier this morning. But the smell and natural gas should dissipate very quickly as the valve is now off.”
1:10 p.m.
From Watson to city councillors about the sinkhole, which is described as “infrastructure failure.” In bold, the message says: “The City asks members of the public to avoid the area. There are significant traffic and transit delays in the core. These are expected to continue into the afternoon and evening.”
1:19 p.m.
From Dale Stevenson, rail implementation office, to Gary Craig: “Report is that Tim Stewart has said ‘let us into the tunnel to remediate or its your site’ or to affect. Emergency services advised site is not safe to enter. I’ve reported that rtg was given permission to speak to IC. It was agreed, but not to make demands. I’ve just been told that next time Tim approaches he will be told it not safe, fire is IC and in control of situation. Tim can escalate his side as he sees fit.”
Reference point: The city convenes a press conference at 1:30 p.m. Many speculate about what role, if any, LRT tunnel construction may have played, but Watson said that wouldn’t be known for at least several days. “We can’t confirm whether the tunnel had any impact on the sinkhole or whether it was a water main break or whether is was a leak of some type that destabilized the soil,” he says, noting the LRT tunnel is substantially below where the water main break occurred.
1:42 p.m.
From Colin McCallion, Aquatech Pump and Power, to public works general manager Kevin Wylie, via city’s employee directory online contact form: “We helped out on the last sink hole with the OLRT back two years ago. Call me day or night and we can dispatch a crew of people with pumps as needed.” (Wylie forwarded the email to Cripps).
4:14 p.m.
From Everett Paulin, the city’s wastewater collection department, to RTG’s Cory Van Hoof, approving the pumping out of three million litres of water from the site between June 8 and June 15.
4:18 p.m.
From Jocelyne Begin at OC Transpo to Manconi: “Westin is back open. Employee telling guests they can come back in, but no gas or hot water for now.”
4:35 p.m.
From Pitfield to Cripps: “We have received an inquiry from 90 George asking when they will be permitted back into their building. Kathryn (Keyes) has also advised that RTG were approached on site by the Manager of Chapters who is asking the same question. Could you please find out from Corporate Communications what we are allowed to say or who we should direct them to for information?”
Reference point: Sometime in the late afternoon, crews begin pumping out water and filling the gaping hole with concrete to stabilize the area and protect building foundations exposed by the collapse. Building code inspectors work with structural engineers to determine when affected buildings could reopen for business.
6:29 p.m.
From John Van Egmond, a Brampton-based engineer, to Watson, offering “independent, non Ottawa engineering support to protect local businesses and reputations, while getting to the bottom of the matter.” (Response from Watson on June 9 encourages Egmond to register with the city’s lobbyist registry).
6:48 p.m.
A message to Watson from an unknown sender who must have some with sway with the mayor, as the subject line is “call me” and the short message says, “call me about the sinkhole problem.”
9:29 p.m.
From Alanna Lacroix to undisclosed recipients (likely affected businesses in the vicinity of the sinkhole): “This email is to enquire if your building has a backup generator? Please advise as soon as possible.”
10:14 p.m.
From Arpin to Pitfield and Lacroix: “Does anyone have a status update on Rideau Centre?”
10:39 p.m.
Pitfield replies to Arpin: “Please call me.”
Thursday, June 9, 2016
5:10 a.m.
From Peggy DuCharme to Watson, Fleury, Kanellakos and Lacroix. The BIA requests that the section of Rideau Street between Dalhousie and the Frieman Mall be reopened to pedestrians as early as this morning.
They also request structures the BIA could attach “businesses open” signage to, as well as a map of where to park and routes to access the area on foot or by car. “We are hoping city resources may be available to assist us with the production of these materials,” DuCharme writes.
She asks city officials to acknowledge “great work” of area businesses that evacuated customers and employees without incident, specifically the Rideau Centre, Chateau Laurier and Westin Ottawa, Shaw Centre, Hudson’s Bay, Milestones, Metropolitan, Scotiabank, CIBC, Sante Restaurant, Holtz Spa, Chapters and Starbucks.
Finally, she raises unrelated plans for Canada Day and invites the mayor and Fleury to speak at an event.
6:32 a.m.
Kanellakos responds to Watson, Fleury, Arpin and Anthony Di Monte, general manager of emergency and protective services: “We will deal with this request this morning.”
6:38 a.m.
Watson to Kanellakos, in reference to DuCharme’s note about helping out businesses in the area: “Let’s see what we can do to assist and maybe get econ Dev to help and get signage up asap.”
6:40 a.m.
A second email from Watson to Kanellakos: “We need a point of contact for businesses as to whether they can open or not. Cbc is reporting some of the smaller businesses don’t know if they can open or not. What can we do urgently to get answers for these people.”
6:44 a.m.
Kanellakos responds to Watson, Fleury, Arpin, Di Monte. City staff visited businesses, focused on Rideau Centre, Shaw Centre, Westin and Chateau Laurier: “We will continue today and we will be sending out communications right after our 8 am briefing which will confirm the status of key utilities. If Restaurants don’t have water they will not be able to open for example.”
6:45 a.m.
Kanellakos responds to DuCharme: “I will be discussing with our Emergency Operations group this morning at 8 am and we will be in touch.”
6:46 a.m.
From Pitfield to Arpin: “They are filling on the north side (road collapse) pushing water into the excavation site on the south side where they are pumping the water out. They began filling the hole with concrete between 5 and 6 pm last night and have been working all night.”
The email includes a picture that was not released to Postmedia.
6:52 a.m.
From Arpin to Pitfield: “What is the name of the product being dumped into the hole as fill?”
6:53 a.m.
Pitfield replies to Arpin: “Lean concrete.”
7:29 a.m.
Pitfield writes Arpin with an update: “Please be aware that pumping of fill has slowed down and in anticipated to stop this morning so they can assess the condition of the trench walls and determine if they can safely begin reinstall services damaged in the trench.”
Reference point: The majority of the Rideau Centre is open, but the food court is closed.
8:09 a.m.
From Donna Holtom of Holtz Spa, requesting an update on when services at 45 Rideau will be restored: “We cannot reach out to our clients until hydro is restored and we can get into the building and use our operating systems.” DuCharme forwards the email to several city officials at 8:31 a.m.; Fleury sends personal note to Kanellakos and Di Monte, seeking more information for businesses.
8:23 a.m.
From Ross Meredith, general manager of the Westin Ottawa, to Lacroix: “We do not have hot water back up. Just emergency lighting. Any update on the gas situation?”
8:42 a.m.
From Cripps to Pitfield: Subject line is “does chateau have gas?” There is no message.
9:08 a.m.
Fleury responds to DuCharme and Holtom: “We are on it; you will hear from us shortly.”
8:37 a.m.
An unnamed person in Orléans writes to Watson outlining concerns about Leda clay, which the writer says is unstable and can liquefy just from vibrations. Writer worries about LRT construction in the east end as their house shakes now when heavy vehicles drive past on Highway 174.
“Were the dangers of Leda clay not taken into consideration when the light rail plans were done? Have studies of the stability of the soil for each section of the light rail corridor been done?”
Email included link to a Wikipedia page on quick clay.
9:44 a.m.
From Isra Levy, medical officer of health, to Di Monte and other city officials: “Will need to have affected food establishments close during this BWA. Our team is auctioning.”
9:46 a.m.
Followup email from Levy to same group: “Sorry. Hold. Still in decision making mode. Will update at 11:30 meeting.”
11:44 a.m.
Lacroix responds to the Westin’s Meredith, saying Enbridge and hydro services are expected to be reinstated this afternoon.
12:44 p.m.
From Holtom to Fleury, inquiring about the timeline for getting back into her building: “I need to know so I can make plans to temporarily move my spa. I am losing 10,000 and more a day. Someone has to say it is two more days or two weeks to two months.”
Reference point: The city convenes a news conference at 1 p.m. No further details about the cause.
3:18 p.m.
Followup email from Holtom to Fleury references a meeting and phone call that just occurred. Holtom is concerned about communicating with clients who have booked appointments as well as new clients wanting to book, and asks Fleury to help persuade someone to let her into the building via an entrance on Sussex Avenue.
3:34 p.m.
Fleury responds to Holtom: “On it.”
3:20 p.m.
From unnamed sender to Premier Kathleen Wynne, other provincial party leaders and MPPs, as well as Watson and Cumberland Coun. Stephen Blais: “Although the Ottawa sinkhole made for dramatic videos and breathy news reports, it overshadowed your announcement of the Toronto sinkhole, courageously called the Climate Change Action Plan. Doesn’t it remind you of a former cabinet minister’s announcement and his soon failed Green Energy Act?”
3:22 p.m.
From unnamed sender to Watson: “Thank you filling the hole with CONCRETE, and not CEMENT, as some news agencies reported that you would.”
4:18 p.m.
Followup email from Meredith to Lacroix, Pitfield and Arpin, in the mayor’s office: “We continue to have no hot water … Enbridge has been trying to resolve but has run into roadblocks, they continue to look for a solution but have been unsuccessful at this time. The matter is urgent and the financial impact increases the longer the hotel cannot operate fully.”
4:28 p.m.
Arpin writes to Pitfield about the Meredith email: “Do you understand what is happening here? Can you reach out to Enbridge to get some intel?”
4:30 p.m.
Pitfield replies to Arpin: “Enbridge are calling me as soon as we get off the EOC confederation line call. I will advise as soon as possible.”
4:31 p.m.
Pitfield replies to Meredith: “I will be speaking with Enbridge in about 5 minutes to find out more about the issues they have run into, I will call you as soon as I get off the phone with them.”
6:49 p.m.
From Warren Saks, construction manager for HBC, to Fleury, seeking help securing city approval to re-open store the following day.
7 p.m.
Fleury forwards the email to Arpin and Kanellakos: “We received these details from Warren. Can we accommodate?”
7:02 p.m.
From Levy, chief medical officer of health: New information indicates the water at 47 Rideau Street and the Rideau Centre (except for establishments within the Rideau Centre located at 80 Rideau Street) is safe to drink. The advisory remains in effect for 41 Rideau.
7:21
Kanellakos replies to Fleury’s email about HBC and copies Frank Bidin, chief building official, asking that city team contacts Saks.
7:59 p.m.
Bidin forwards email to Matthew Graham in the building code inspection branch, with the message, “For your action.”
9:22 p.m.
From Christine Hartig, who works in emergency and protective service, to Di Monte: “Another theory,” the email says. It includes a link to a story in the Beaverton, a satirical website, with the headline: “Rideau Street collapses under weight of bathroom lineup for ByWard Market McDonalds.”
Reference point: The city’s media relations department advises public that precautionary boil water advisory has been lifted for some Rideau Street locations, but is still in effect at the CIBC Building, Holtz Spa, Chapters/Starbucks and Tim Horton’s.
9:46 p.m.
Keyes, RTG’s communications director, sends Turner a transcript of an interview RTG’s Peter Lauch did with CBC Ottawa.
10 p.m.
Turner forwards transcript to Steve Box, senior guy in Kanellakos’ office.
10:47 p.m.
Di Monte replies to Hartig’s email about the Beaverton article: “Now that is funny.”
10:48 p.m.
Graham, assigned to deal with HBC request hours earlier, writes to Kanellakos, Fleury, Arpin, Bidin and Di Monte, informing them that HBC proposal to allow staff into the building the next day to prepare for weekend event is acceptable.
“It is anticipated based on discussions between Hudson’s Bay and RTG that provisions will be in place by the weekend to facilitate safe exiting along Rideau Street and therefore full occupancy.”
10:50 p.m.
From Kanellakos to Graham, with Fleury, Arpin, DiMonte and Bidin all CC’ed: “Well done Matthew! Thanks for dealing with this so quickly and replying at 10:50 pm! That’s going the extra mile.”
10:52 p.m.
From Arpin to Kanellakos, Graham, et al: “We echo the City Manager’s thanks for your efforts above and beyond the call of duty.”
11:36 p.m.
Hartig sends a second email to Di Monte: “The van was parked legally. What a relief.” Hartig’s email includes a link to a CTV Ottawa news report, though there’s no mention of the minivan in the article.
11:39 p.m.
From Arpin to Pitfield: “Could you let me know if the Metropolitan restaurant has had its gas service restored? With thanks for your amazing work in the last few days.
Friday, June 10, 2016
6:19 a.m.
From Rosemary Pitfield to Cripps, who forwarded message to Kanellakos at 6:41 a.m. Message highlights situation at the Hudson’s Bay store, Westin Hotel, the Chateau Laurier and the Rideau Centre, where most services have been restored.
Under heading, “Ongoing efforts” she discusses Sante Restaurant and Holtz Spa, which she calls, “our most affected stakeholders.”
Their location immediately in front of the sinkhole makes it impossible to provide access to customers until the sidewalk is fixed, but business owner was permitted to enter building to access her computer.
Meanwhile, Pitfield writes, the National Arts Centre contacted the city because the Governor General’s gala is scheduled for the following night and “They needed assistance planning accessible routes for the Governor General’s motorcade and routes for limousines travelling from the Chateau Laurier and Westin Hotel.”
8:56 a.m.
Lengthy email from undisclosed recipient forwarded to Watson, imploring the mayor to “consider the situation with paramount importance.”
The writer expresses fears about the city’s reputation: “In recent memory, it seems that Ottawa has only received international coverage for senate scandals, messy elections, the OC Transpo crash and even more notoriously, the shooting at the war memorial. With the sinkhole adding yet another negative story, it seems as though other areas on the national spectrum will start to see Ottawa as a negative place. While we know this is not to be true, part of a successful city is the way in which it markets itself; economy is boosted when people want to go somewhere. The negative media coverage surrounding the sinkhole has caused bad publicity for our city; we don’t want to have a bad reputation.”
9:33 a.m.
Pitfield replies to Arpin’s late-night query about Metropolitan Brasserie: “Yes, I have confirmed they are fully up and running.”
10:34 a.m.
Turner sends Lacroix, Keyes, Cripps and Pitfield a draft public service announcement about the reopening of Rideau/Sussex intersection, tentatively set for 3:30 p.m. that afternoon, in time for afternoon rush hour.
11:17 a.m.
Cory Van Hoof, RTG’s environmental co-ordinator, writes to several officials, including Lacroix, seeking a noise exemption for the Rideau Street repairs required due to the sinkhole. The duration of the works which require the noise exemption will be completed from June 10 to June 25 on a 24-hour basis, Van Hoof writes.
11:22 a.m.
Lacroix writes to Fleury regarding the noise exemption request from RTG: “Please let me know if you have any concerns approving this request.”
11:42 a.m.
Fleury replies to Lacroix: “No objection to this application.”
12:10 p.m.
Greg Tokessy, an account manager in the deputy city treasurer’s office, sends Di Monte a message with the subject line: “FW: sinkhole song!”
The body of the email includes link to a song in the tune of New Orleans is Sinking by the Tragically Hip.
“Rideau Street is sinkin’ and it just ate up a van,” is how the 40-second song ends.
2:16 p.m.
From Kanellakos to an undisclosed list of city staff, thanking them for handling of the situation: “I’m so impressed with the professionalism and expertise of those engaged in this incident. … There will be a lot of work to do to over the coming weeks and I thank you for your contributions. We are One City, One Team!”
1:35 p.m.
Cripps replies to Turner about her intersection re-opening PSA: “This is not going to happen before the peak period.”
1:35 p.m.
Turner replies to Cripps: “Might it still happen today?”
1:36 p.m.
Cripps replies to Turner: “TBD, but not likely.”
In fact, the intersection remained closed until June 26, when it partially reopened to vehicles on Sussex and Colonel By Drive. Rideau Street between Sussex and Waller didn’t reopen to buses and taxis until July 2.
3:06 p.m.
From Arpin to Pitfield: “Can you provide the latest news on The Bay and Holt Spa?” Pitfield replied that she’d call Arpin after an emergency operations meeting
5:01 p.m.
From Fleury to Kanellakos, Di Monte, Levy, Manconi and Ottawa police Chief Charles Bordeleau, with a request to pass along the message to staff in the respective departments: “You have shown great professionalism and dedication in these last 60 hours or so … There’s still a lot of work ahead of us, let’s keep the momentum and focus on getting the zone back to normal.”
Reference point: In a memo to city council sent at 5:10 p.m., Kanellakos reveals that approximately 300 metres of the LRT tunnel where the excavation had been ongoing is flooded. Water will be pumped out in order to better assess the impact. Work has resumed at Rideau station.
mpearson@postmedia.com
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They show senior city officials sending messages back and forth at all hours of the day — and night — in search of the latest updates. They show politicians worried about the sinkhole’s impact on local businesses, while residents feared for Ottawa’s reputation.
But the emails also reveal the inner workings of the city’s corporate communications apparatus, which clamped down on construction workers who dared speak to reporters at the scene and ensured everyone stayed on message.
The city redacted portions of emails that contained, among other things, an individual’s personal information, records that were subject to solicitor-client privilege, and those which revealed advice or recommendations provided by city employees or consultants hired by the city.
A final caveat: The Citizen asked for “any and all correspondence” but only emails and a few public tweets were released. Like virtually everyone these days, politicians and top officials communicate by text message, BlackBerry PINs and Twitter direct messages — none of which the public ever sees.
KEY CHARACTERS
Mayor
Jim Watson
Jim Watson
Councillor
Mathieu Fleury
Mathieu Fleury
City Manager
Steve Kanellakos
Chief of Staff
Steve Arpin
Steve Kanellakos
Chief of Staff
Steve Arpin
GM of Transit Services
John Manconi
GM, Emergency and
Protective Services:
Anthony Di Monte
Strategist, Corporate Communications Department
Jocelyne Turner
No Photo Available
Protective Services:
Anthony Di Monte
Strategist, Corporate Communications Department
Jocelyne Turner
No Photo Available
Communications Director, Rideau Transit Group
Kathryn Keyes
Kathryn Keyes
Stakeholder Relations, Rail Implementation Office
Alanna Lacroix
No Photo Available
Alanna Lacroix
No Photo Available
Manager of Stakeholder Relations and Communications, Rail Implementation Office
Rosemary Pitfield
No Photo Available
THE EMAILS
Wednesday, June 8, 2016
10:25 a.m.
A westbound OC Transpo No. 12 clears the intersection of Rideau Street and Sussex Drive with an unknown number of passengers aboard.
10:27 a.m.
An eastbound OC Transpo No. 14 clears the intersection with an unknown number of passengers aboard.
10:30 a.m.
CTV Morning Live weather host Melissa Lamb tweets the first picture of the sinkhole.
Massive sink hole Rideau at Sussex @ctvottawa #ottnews pic.twitter.com/CxdhmvQJmP
— Melissa Lamb (@CTVMelissaLamb) June 8, 2016
10:40 a.m.
From Sarah Bourgeois, communications co-ordinator for OC Transpo, to John Manconi, general manager of transit services (and others): “Please be advised that due to a large sinkhole on Rideau at Sussex, all buses travelling on Rideau will be required to use the Mackenzie King Bridge.”
10:44 a.m.
From Jocelyne Turner, who works in the city’s corporate communications department, to Rosemary Pitfield, manager of stakeholder relations and communications in the rail implementation office: “Council is currently in session. Mayor requires something asap to address what is going on … We are also getting media calls so we will need a holding line ASAP.”
“Holding line” is crisis communications speak for an all-purpose, non-emotional response to use for initial inquiries to help control or shape the message the public hears immediately after an incident.
10:47 a.m.
Pitfield replies to Turner: “RTG are on site ensuring the safety of the site and investigating we will provide an update as soon as we have more to report.”
10:49 a.m.
From Samantha Medina of the city’s traffic incident management unit: “Please be advised that Rideau has been closed in both directions at Sussex due to emergency repairs. OPS (Ottawa Police Services) and emergency vehicles are on scene. Impact to traffic is moderate to high. Duration is unknown. Updates to follow.”
10:50 a.m.
From Phil Landry, traffic services manager, to Serge Arpin, Watson’s chief of staff: “As discussed, here is a picture of the sinkhole.”
Attached is a grainy image, a copy of a screenshot from what appears to be a traffic camera at Rideau and Sussex. Workers in fluorescent vests, police, two trucks on west side of Rideau are visible.
10:52 a.m.
Followup email from Medina: “Rideau is now closed in both directions between Mackenzie and Dalhousie.”
10:55 a.m.
Followup email from OC Transpo’s Bourgeois: “The Rideau Centre is being evacuated and will be closed down. The Mackenzie King Bridge will be served by buses … 4 buses were identified on Rideau St at the time of the sinkhole. They were evacuated and have been backed out of the area with the assistance of OPS.”
Reference point: The city council meeting adjourned around the same time and Watson spoke to reporters. “All hands are on deck to make sure the site is secured and no harm is done to any individual,” Watson said.
11:02 a.m.
From Bill Mertikas, Transport Canada, to Steve Cripps, director of the rail implementation office: “Wondering what you can tell me about the sinkhole article in the media this morning and the likelihood that it is LRT tunnel related?”
11:10 a.m.
Followup email from Landry in traffic services to Arpin: “Hole is getting bigger.”
Attached is a second grainy image from the same traffic camera. The infamous minivan that was eventually swallowed by the sinkhole is visible; trucks, people visible in previous picture have cleared out.
11:13 a.m.
Followup email from Pitfield to Turner: “RTG have evacuated the tunnel. There are no injuries that we are aware of at this time.”
11:16 a.m.
A third traffic update from Medina: “Rideau eastbound is now closed between Elgin and Dalhousie,and Rideau westbound remains closed between Dalhousie and Sussex.”
11:31 a.m.
Allison Simons, safety administrator for RTG, sends an incident notification report prepared by herself and Peter Wolters, project safety manager, to several officials, and it’s eventually sent to Cripps.
Report says: “At approximately 10:40 am a sink hole formed at Rideau running tunnel opening on the surface on Rideau St. As a result a water and gas main broke at the corner of Rideau St. and Sussex. It has been confirmed with our tunnel tracking system and head count that all employees have been evacuated from the tunnel. Road closures are in effect by emergency responders.”
Simons’ report says the Ministry of Labour was notified by the safety manager at 11:16 a.m.
11:36 a.m.
From Fleury to Kanellakos, Arpin, Manconi and Cripps: “The hole is not from building to building. FYI.”
Reference point: Eyewitness at the scene tweets short video clip at 11:48 a.m. of minivan being swallowed by the sinkhole.
Guys I just saw a car get sucked into the sinkhole #ottawasinkhole #sinkhole #ottawa pic.twitter.com/7YyaHpzudr
— Anne-Sophie Alarie (@_Sophster) June 8, 2016
11:59 a.m.
Another followup from OC Transpo’s Bourgeois: “The large influx of customers that were seen on the Mackenzie King Bridge after the Rideau Centre evacuation have now all been accommodated and loads are now light. The route 1 Southbound is showing delays between 15-20 minutes, however no other routes are showing significant delays from the detour. Of the 341 buses on the road, 16 are currently running over 10 minutes late.”
12:16 p.m.
From Pitfield to Lisa Allaire, head of the city’s corporate communications department; Turner, Cripps, Keyes are copied: “Please note we have just received a text from Mathieu Fleury indicating that Construction workers are talking to the media.”
12:20 p.m.
Response from Cripps: “Not sure if that’s true but Gary is contacting RTG to ensure no comms.” (Gary Craig is the No. 2 in the rail implementation office).
12:22 p.m.
Response from Keyes, RTG’s communications director: “There was a tweet from a reporter. RTG has reiterated to all staff on site that they should not be providing information to media/public.”
12:31 p.m.
From David Donaldson, government relations adviser at Enbridge, to Watson and Fleury about the natural gas leak: “Enbridge crews arrived on site and the natural gas valve was successfully turned off at 11:39 a.m. We believe we have lost 30 customers due to the need to turn off the natural gas in the area, including the Fairmont Chateau Laurier Hotel and Westin Hotel among others. A strong smell of gas would have been present in the area earlier this morning. But the smell and natural gas should dissipate very quickly as the valve is now off.”
1:10 p.m.
From Watson to city councillors about the sinkhole, which is described as “infrastructure failure.” In bold, the message says: “The City asks members of the public to avoid the area. There are significant traffic and transit delays in the core. These are expected to continue into the afternoon and evening.”
1:19 p.m.
From Dale Stevenson, rail implementation office, to Gary Craig: “Report is that Tim Stewart has said ‘let us into the tunnel to remediate or its your site’ or to affect. Emergency services advised site is not safe to enter. I’ve reported that rtg was given permission to speak to IC. It was agreed, but not to make demands. I’ve just been told that next time Tim approaches he will be told it not safe, fire is IC and in control of situation. Tim can escalate his side as he sees fit.”
Reference point: The city convenes a press conference at 1:30 p.m. Many speculate about what role, if any, LRT tunnel construction may have played, but Watson said that wouldn’t be known for at least several days. “We can’t confirm whether the tunnel had any impact on the sinkhole or whether it was a water main break or whether is was a leak of some type that destabilized the soil,” he says, noting the LRT tunnel is substantially below where the water main break occurred.
1:42 p.m.
From Colin McCallion, Aquatech Pump and Power, to public works general manager Kevin Wylie, via city’s employee directory online contact form: “We helped out on the last sink hole with the OLRT back two years ago. Call me day or night and we can dispatch a crew of people with pumps as needed.” (Wylie forwarded the email to Cripps).
4:14 p.m.
From Everett Paulin, the city’s wastewater collection department, to RTG’s Cory Van Hoof, approving the pumping out of three million litres of water from the site between June 8 and June 15.
4:18 p.m.
From Jocelyne Begin at OC Transpo to Manconi: “Westin is back open. Employee telling guests they can come back in, but no gas or hot water for now.”
4:35 p.m.
From Pitfield to Cripps: “We have received an inquiry from 90 George asking when they will be permitted back into their building. Kathryn (Keyes) has also advised that RTG were approached on site by the Manager of Chapters who is asking the same question. Could you please find out from Corporate Communications what we are allowed to say or who we should direct them to for information?”
Reference point: Sometime in the late afternoon, crews begin pumping out water and filling the gaping hole with concrete to stabilize the area and protect building foundations exposed by the collapse. Building code inspectors work with structural engineers to determine when affected buildings could reopen for business.
6:29 p.m.
From John Van Egmond, a Brampton-based engineer, to Watson, offering “independent, non Ottawa engineering support to protect local businesses and reputations, while getting to the bottom of the matter.” (Response from Watson on June 9 encourages Egmond to register with the city’s lobbyist registry).
6:48 p.m.
A message to Watson from an unknown sender who must have some with sway with the mayor, as the subject line is “call me” and the short message says, “call me about the sinkhole problem.”
9:29 p.m.
From Alanna Lacroix to undisclosed recipients (likely affected businesses in the vicinity of the sinkhole): “This email is to enquire if your building has a backup generator? Please advise as soon as possible.”
10:14 p.m.
From Arpin to Pitfield and Lacroix: “Does anyone have a status update on Rideau Centre?”
10:39 p.m.
Pitfield replies to Arpin: “Please call me.”
Thursday, June 9, 2016
5:10 a.m.
From Peggy DuCharme to Watson, Fleury, Kanellakos and Lacroix. The BIA requests that the section of Rideau Street between Dalhousie and the Frieman Mall be reopened to pedestrians as early as this morning.
They also request structures the BIA could attach “businesses open” signage to, as well as a map of where to park and routes to access the area on foot or by car. “We are hoping city resources may be available to assist us with the production of these materials,” DuCharme writes.
She asks city officials to acknowledge “great work” of area businesses that evacuated customers and employees without incident, specifically the Rideau Centre, Chateau Laurier and Westin Ottawa, Shaw Centre, Hudson’s Bay, Milestones, Metropolitan, Scotiabank, CIBC, Sante Restaurant, Holtz Spa, Chapters and Starbucks.
Finally, she raises unrelated plans for Canada Day and invites the mayor and Fleury to speak at an event.
6:32 a.m.
Kanellakos responds to Watson, Fleury, Arpin and Anthony Di Monte, general manager of emergency and protective services: “We will deal with this request this morning.”
6:38 a.m.
Watson to Kanellakos, in reference to DuCharme’s note about helping out businesses in the area: “Let’s see what we can do to assist and maybe get econ Dev to help and get signage up asap.”
6:40 a.m.
A second email from Watson to Kanellakos: “We need a point of contact for businesses as to whether they can open or not. Cbc is reporting some of the smaller businesses don’t know if they can open or not. What can we do urgently to get answers for these people.”
6:44 a.m.
Kanellakos responds to Watson, Fleury, Arpin, Di Monte. City staff visited businesses, focused on Rideau Centre, Shaw Centre, Westin and Chateau Laurier: “We will continue today and we will be sending out communications right after our 8 am briefing which will confirm the status of key utilities. If Restaurants don’t have water they will not be able to open for example.”
6:45 a.m.
Kanellakos responds to DuCharme: “I will be discussing with our Emergency Operations group this morning at 8 am and we will be in touch.”
6:46 a.m.
From Pitfield to Arpin: “They are filling on the north side (road collapse) pushing water into the excavation site on the south side where they are pumping the water out. They began filling the hole with concrete between 5 and 6 pm last night and have been working all night.”
The email includes a picture that was not released to Postmedia.
6:52 a.m.
From Arpin to Pitfield: “What is the name of the product being dumped into the hole as fill?”
6:53 a.m.
Pitfield replies to Arpin: “Lean concrete.”
7:29 a.m.
Pitfield writes Arpin with an update: “Please be aware that pumping of fill has slowed down and in anticipated to stop this morning so they can assess the condition of the trench walls and determine if they can safely begin reinstall services damaged in the trench.”
Reference point: The majority of the Rideau Centre is open, but the food court is closed.
8:09 a.m.
From Donna Holtom of Holtz Spa, requesting an update on when services at 45 Rideau will be restored: “We cannot reach out to our clients until hydro is restored and we can get into the building and use our operating systems.” DuCharme forwards the email to several city officials at 8:31 a.m.; Fleury sends personal note to Kanellakos and Di Monte, seeking more information for businesses.
8:23 a.m.
From Ross Meredith, general manager of the Westin Ottawa, to Lacroix: “We do not have hot water back up. Just emergency lighting. Any update on the gas situation?”
8:42 a.m.
From Cripps to Pitfield: Subject line is “does chateau have gas?” There is no message.
9:08 a.m.
Fleury responds to DuCharme and Holtom: “We are on it; you will hear from us shortly.”
8:37 a.m.
An unnamed person in Orléans writes to Watson outlining concerns about Leda clay, which the writer says is unstable and can liquefy just from vibrations. Writer worries about LRT construction in the east end as their house shakes now when heavy vehicles drive past on Highway 174.
“Were the dangers of Leda clay not taken into consideration when the light rail plans were done? Have studies of the stability of the soil for each section of the light rail corridor been done?”
Email included link to a Wikipedia page on quick clay.
9:44 a.m.
From Isra Levy, medical officer of health, to Di Monte and other city officials: “Will need to have affected food establishments close during this BWA. Our team is auctioning.”
9:46 a.m.
Followup email from Levy to same group: “Sorry. Hold. Still in decision making mode. Will update at 11:30 meeting.”
11:44 a.m.
Lacroix responds to the Westin’s Meredith, saying Enbridge and hydro services are expected to be reinstated this afternoon.
12:44 p.m.
From Holtom to Fleury, inquiring about the timeline for getting back into her building: “I need to know so I can make plans to temporarily move my spa. I am losing 10,000 and more a day. Someone has to say it is two more days or two weeks to two months.”
Reference point: The city convenes a news conference at 1 p.m. No further details about the cause.
3:18 p.m.
Followup email from Holtom to Fleury references a meeting and phone call that just occurred. Holtom is concerned about communicating with clients who have booked appointments as well as new clients wanting to book, and asks Fleury to help persuade someone to let her into the building via an entrance on Sussex Avenue.
3:34 p.m.
Fleury responds to Holtom: “On it.”
3:20 p.m.
From unnamed sender to Premier Kathleen Wynne, other provincial party leaders and MPPs, as well as Watson and Cumberland Coun. Stephen Blais: “Although the Ottawa sinkhole made for dramatic videos and breathy news reports, it overshadowed your announcement of the Toronto sinkhole, courageously called the Climate Change Action Plan. Doesn’t it remind you of a former cabinet minister’s announcement and his soon failed Green Energy Act?”
3:22 p.m.
From unnamed sender to Watson: “Thank you filling the hole with CONCRETE, and not CEMENT, as some news agencies reported that you would.”
4:18 p.m.
Followup email from Meredith to Lacroix, Pitfield and Arpin, in the mayor’s office: “We continue to have no hot water … Enbridge has been trying to resolve but has run into roadblocks, they continue to look for a solution but have been unsuccessful at this time. The matter is urgent and the financial impact increases the longer the hotel cannot operate fully.”
4:28 p.m.
Arpin writes to Pitfield about the Meredith email: “Do you understand what is happening here? Can you reach out to Enbridge to get some intel?”
4:30 p.m.
Pitfield replies to Arpin: “Enbridge are calling me as soon as we get off the EOC confederation line call. I will advise as soon as possible.”
4:31 p.m.
Pitfield replies to Meredith: “I will be speaking with Enbridge in about 5 minutes to find out more about the issues they have run into, I will call you as soon as I get off the phone with them.”
6:49 p.m.
From Warren Saks, construction manager for HBC, to Fleury, seeking help securing city approval to re-open store the following day.
7 p.m.
Fleury forwards the email to Arpin and Kanellakos: “We received these details from Warren. Can we accommodate?”
7:02 p.m.
From Levy, chief medical officer of health: New information indicates the water at 47 Rideau Street and the Rideau Centre (except for establishments within the Rideau Centre located at 80 Rideau Street) is safe to drink. The advisory remains in effect for 41 Rideau.
7:21
Kanellakos replies to Fleury’s email about HBC and copies Frank Bidin, chief building official, asking that city team contacts Saks.
7:59 p.m.
Bidin forwards email to Matthew Graham in the building code inspection branch, with the message, “For your action.”
9:22 p.m.
From Christine Hartig, who works in emergency and protective service, to Di Monte: “Another theory,” the email says. It includes a link to a story in the Beaverton, a satirical website, with the headline: “Rideau Street collapses under weight of bathroom lineup for ByWard Market McDonalds.”
Reference point: The city’s media relations department advises public that precautionary boil water advisory has been lifted for some Rideau Street locations, but is still in effect at the CIBC Building, Holtz Spa, Chapters/Starbucks and Tim Horton’s.
9:46 p.m.
Keyes, RTG’s communications director, sends Turner a transcript of an interview RTG’s Peter Lauch did with CBC Ottawa.
10 p.m.
Turner forwards transcript to Steve Box, senior guy in Kanellakos’ office.
10:47 p.m.
Di Monte replies to Hartig’s email about the Beaverton article: “Now that is funny.”
10:48 p.m.
Graham, assigned to deal with HBC request hours earlier, writes to Kanellakos, Fleury, Arpin, Bidin and Di Monte, informing them that HBC proposal to allow staff into the building the next day to prepare for weekend event is acceptable.
“It is anticipated based on discussions between Hudson’s Bay and RTG that provisions will be in place by the weekend to facilitate safe exiting along Rideau Street and therefore full occupancy.”
10:50 p.m.
From Kanellakos to Graham, with Fleury, Arpin, DiMonte and Bidin all CC’ed: “Well done Matthew! Thanks for dealing with this so quickly and replying at 10:50 pm! That’s going the extra mile.”
10:52 p.m.
From Arpin to Kanellakos, Graham, et al: “We echo the City Manager’s thanks for your efforts above and beyond the call of duty.”
11:36 p.m.
Hartig sends a second email to Di Monte: “The van was parked legally. What a relief.” Hartig’s email includes a link to a CTV Ottawa news report, though there’s no mention of the minivan in the article.
11:39 p.m.
From Arpin to Pitfield: “Could you let me know if the Metropolitan restaurant has had its gas service restored? With thanks for your amazing work in the last few days.
Friday, June 10, 2016
6:19 a.m.
From Rosemary Pitfield to Cripps, who forwarded message to Kanellakos at 6:41 a.m. Message highlights situation at the Hudson’s Bay store, Westin Hotel, the Chateau Laurier and the Rideau Centre, where most services have been restored.
Under heading, “Ongoing efforts” she discusses Sante Restaurant and Holtz Spa, which she calls, “our most affected stakeholders.”
Their location immediately in front of the sinkhole makes it impossible to provide access to customers until the sidewalk is fixed, but business owner was permitted to enter building to access her computer.
Meanwhile, Pitfield writes, the National Arts Centre contacted the city because the Governor General’s gala is scheduled for the following night and “They needed assistance planning accessible routes for the Governor General’s motorcade and routes for limousines travelling from the Chateau Laurier and Westin Hotel.”
8:56 a.m.
Lengthy email from undisclosed recipient forwarded to Watson, imploring the mayor to “consider the situation with paramount importance.”
The writer expresses fears about the city’s reputation: “In recent memory, it seems that Ottawa has only received international coverage for senate scandals, messy elections, the OC Transpo crash and even more notoriously, the shooting at the war memorial. With the sinkhole adding yet another negative story, it seems as though other areas on the national spectrum will start to see Ottawa as a negative place. While we know this is not to be true, part of a successful city is the way in which it markets itself; economy is boosted when people want to go somewhere. The negative media coverage surrounding the sinkhole has caused bad publicity for our city; we don’t want to have a bad reputation.”
9:33 a.m.
Pitfield replies to Arpin’s late-night query about Metropolitan Brasserie: “Yes, I have confirmed they are fully up and running.”
10:34 a.m.
Turner sends Lacroix, Keyes, Cripps and Pitfield a draft public service announcement about the reopening of Rideau/Sussex intersection, tentatively set for 3:30 p.m. that afternoon, in time for afternoon rush hour.
11:17 a.m.
Cory Van Hoof, RTG’s environmental co-ordinator, writes to several officials, including Lacroix, seeking a noise exemption for the Rideau Street repairs required due to the sinkhole. The duration of the works which require the noise exemption will be completed from June 10 to June 25 on a 24-hour basis, Van Hoof writes.
11:22 a.m.
Lacroix writes to Fleury regarding the noise exemption request from RTG: “Please let me know if you have any concerns approving this request.”
11:42 a.m.
Fleury replies to Lacroix: “No objection to this application.”
12:10 p.m.
Greg Tokessy, an account manager in the deputy city treasurer’s office, sends Di Monte a message with the subject line: “FW: sinkhole song!”
The body of the email includes link to a song in the tune of New Orleans is Sinking by the Tragically Hip.
“Rideau Street is sinkin’ and it just ate up a van,” is how the 40-second song ends.
2:16 p.m.
From Kanellakos to an undisclosed list of city staff, thanking them for handling of the situation: “I’m so impressed with the professionalism and expertise of those engaged in this incident. … There will be a lot of work to do to over the coming weeks and I thank you for your contributions. We are One City, One Team!”
1:35 p.m.
Cripps replies to Turner about her intersection re-opening PSA: “This is not going to happen before the peak period.”
1:35 p.m.
Turner replies to Cripps: “Might it still happen today?”
1:36 p.m.
Cripps replies to Turner: “TBD, but not likely.”
In fact, the intersection remained closed until June 26, when it partially reopened to vehicles on Sussex and Colonel By Drive. Rideau Street between Sussex and Waller didn’t reopen to buses and taxis until July 2.
3:06 p.m.
From Arpin to Pitfield: “Can you provide the latest news on The Bay and Holt Spa?” Pitfield replied that she’d call Arpin after an emergency operations meeting
5:01 p.m.
From Fleury to Kanellakos, Di Monte, Levy, Manconi and Ottawa police Chief Charles Bordeleau, with a request to pass along the message to staff in the respective departments: “You have shown great professionalism and dedication in these last 60 hours or so … There’s still a lot of work ahead of us, let’s keep the momentum and focus on getting the zone back to normal.”
Reference point: In a memo to city council sent at 5:10 p.m., Kanellakos reveals that approximately 300 metres of the LRT tunnel where the excavation had been ongoing is flooded. Water will be pumped out in order to better assess the impact. Work has resumed at Rideau station.
mpearson@postmedia.com
twitter.com/mpearson78
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