City Hall works fine if you already know who to call. Most people in Ward 11 do not, and what they get instead is a phone number, a form, and a shrug. Brian has spent years on the other side of that counter, including as a Mayoral Advance for Mayor Brett Smiley, walking residents and small business owners through permits, code violations, and departments that never call back. He knows which office moves and which one stalls, and he is not going to pretend that is normal. As councilman he will run the office as a service. Calls returned the same week. Requests tracked until they are closed out, not until they are logged. Departments held to their own timelines. Information available in the languages people in this ward actually speak at home, because a service you cannot understand is not a service. And he will be at the senior center, on the sidewalk, and at the kitchen table in March, not only in the two weeks before a primary.