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2011 Windstorm After-Action Report - Update - PowerPoint PPT Presentation


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2011 Windstorm After-Action Report - Update. December 3, 2012. Background. After action assessment following November 30/December 1, 2011 windstorm Understand how City can improve response Methods Three community meetings On-line process soliciting feedback Internal review

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Presentation Transcript
background
Background
  • After action assessment following November 30/December 1, 2011 windstorm
  • Understand how City can improve response
  • Methods
    • Three community meetings
    • On-line process soliciting feedback
    • Internal review
  • April 16, 2012 – Seven key lessons learned
  • Update on enhancements at one-year anniversary
1 difficulty accessing services
1 – Difficulty Accessing Services
  • Lesson - multiple phone numbers provided for windstorm-related issues
  • Citywide
    • 311 Citizen Request Management project
      • Establishment of centralized 311 Call Center underway
        • Builds on popular online Citizen Service Center
        • Primary point of contact for residents seeking information or requesting services
        • Launch by end of FY (target June 2013)
1 difficulty accessing services1
1 – Difficulty Accessing Services
  • Pasadena Water & Power (PWP)
    • All Calls to PWP’s outage lines have been re-routed to a call center to increase call handling capacity
    • New telephone protocols reduce time callers spend on line
    • Evaluating interactive voice response (IVR) solution to more effectively manage high call volumes
2 service request follow up
2 – Service Request Follow-up
  • Lesson – no record of initial call/repeat calls
  • Citywide
    • Implementation of 311 Call Center
      • Trained customer service agents with tools to record, route, monitor & manage service requests
    • On-line Citizen Service Center (self-service)
      • Search Knowledgebase – database of FAQs about City services
      • Initiate service requests
      • Follow-up on status of previously reported issue
2 service request follow up1
2 – Service Request Follow-up
  • Pasadena Water & Power
    • New telephone protocols inform callers of known outages & estimated restoration time
    • Implementation of web-based outage management system
      • Outage status information
      • Ability to accept/track calls
      • Possible integration with 311 Call Center
3 accurate outage notifications
3 – Accurate Outage Notifications
  • Lesson - no estimates or overly optimistic estimates as to when power would be restored
  • Pasadena Water & Power
    • RFP issued for Integrated Outage Management & IVR solution (target December 2013)
      • Track/confirm customer specific calls & call/text back customers who have reported outages
      • Enhance scheduling of restoration crews to impacted locations
      • May provide restoration information
4 info to residents without power
4 – Info to Residents Without Power
  • Lesson - Residents without power had no/limited access to recovery information
  • Citywide
    • Use City staff to gather/distribute information directly to affected areas thru Council Field Reps & Neighborhood Connections resources
    • Outreach activities coordinated with Fire Department & EOC to leverage community assets
      • Pasadena Emergency Response Team (PERT)
5 emergency preparedness
5 – Emergency Preparedness
  • Lesson - residents need to prepare for disaster
  • Citywide
    • Residents should be self-sufficient for one week
  • Pasadena Water & Power
    • Broad range of strategies to inform residents to prepare for/help prevent water & power outages
      • Pasadena In Focus, Star News& bill inserts
      • October 2012 - Emergency Preparedness Workshop
    • “Emergency & Safety Info” page on website
5 emergency preparedness1
5 – Emergency Preparedness
  • Fire Department
    • Implemented Disaster Advisory Council (DAC) to develop standardized training & identify Community Emergency Response Team (CERT) & PERT
      • Volunteers deployed to pre-designated sites throughout community during disasters
    • Train residents to prepare/respond to disasters
      • “Neighbor helping neighbor”
      • Securing locations where PERT/CERT volunteers & amateur radio operators can disseminate information/updates to community and EOC
6 nixle pleas registration
6 - NIXLE & PLEAS Registration
  • Lesson - Insufficient resident registration to NIXLE & PLEAS alerting systems (less than 5 percent)
  • Citywide
    • Ongoing public education effort
      • News releases
      • Promotion at community events/meetings
      • November/December bill insert
      • Tag lines on outgoing Police Department e-mails
    • Flyer being developed for dissemination
7 property cleanup
7 – Property Cleanup
  • Lesson – Mixed messages on how to handle windstorm debris from private property
  • Department of Public Works
    • Make better use of GIS tools (situation status maps) to communicate about/monitor cleanup
    • Develop FEMA-recommended comprehensive debris management plan as part of Department’s overall emergency management plan (target CY 2013)
      • Helps restore public services & ensure public health/safety in aftermath of disaster