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2011 Windstorm After-Action Report - Update

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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2011 Windstorm After-Action Report - Update

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  1. 2011 Windstorm After-Action Report - Update December 3, 2012

  2. 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

  3. 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)

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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)

  9. 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

  10. 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

  11. 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

  12. 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

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