16
EBOOK The Agency Crisis Management Transformation Playbook Meet the rising frequency of crises with next-generational critical event management

EBOOK The Agency Crisis Management Transformation Playbook

  • Upload
    others

  • View
    6

  • Download
    0

Embed Size (px)

Citation preview

Page 1: EBOOK The Agency Crisis Management Transformation Playbook

EBOOK

The Agency Crisis Management Transformation PlaybookMeet the rising frequency of crises with next-generational critical event management

Page 2: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com

Table of Contents

A Nation on High Alert 3

3 Essential Critical Event Management Capabilities 5

Key Challenges to an Effective Government Response 9

What to Know When Considering a CEM Platform 11

Modern CEM When It Matters Most 14

2

Page 3: EBOOK The Agency Crisis Management Transformation Playbook

3

A Nation on High AlertIn the past year, there has been a drastic increase in civil unrest and domestic terrorism, culminating in the January 6 attack on the U.S. Capitol. The Department of Homeland Security has labeled domestic violent extremism as the “greatest threat” to the United States.

Simultaneously, natural disasters are becoming more common and increasingly devastating. As these types of emergencies become more prevalent and intense, the Federal Government must be able to quickly detect and identify critical events, as well as communicate about these events as they unfold with government facilities, staff, satellite offices and other stakeholders.

Government agencies can no longer afford to fall behind on digital transformation. The ability to quickly and effectively communicate with agencies and the public has never been more important. In a crisis situation, all agencies need fast, relevant risk intelligence integrated into a critical event management platform so swift and appropriate action can be taken.

The number of domestic terrorism investigations has doubled from around 1,000 in 2017 to roughly 2,000 at the start of 2021.

— Congressional Testimony

By the end of 2020, there were 58,950 wildfires compared with 50,477 in 2019.

— National Interagency Fire Center

The record-breaking 2020 hurricane season was the fifth consecutive year with above-normal activity with 30 named storms.

— National Oceanic and Atmospheric Administration

onsolve.com

Page 4: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 4

“I think about the events of this last year and the C.S. Lewis quote, ‘Hardships often prepare ordinary people for an extraordinary destiny.’ Through being tested, we learn to do better.”

SUZETTE KENT, FORMER FEDERAL CHIEF INFORMATION OFFICER FOR THE UNITED STATES

onsolve.com 4

Page 5: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 5

3 Essential Critical Event Management CapabilitiesAs threats intensify, what do agencies need to respond more effectively and protect people, places and property?

To manage critical events and achieve better outcomes three capabilities are required:

Risk Intelligence: Knowing something is happening or may happen.

Incident Management: Knowing what to do about it by leveraging actionable intelligence.

Critical Communications: Having the ability to communicate to your stakeholders — employees, staff, internal groups and/or citizens. It’s imperative to be able to tell people what they need to do and let them know how you’re managing the situation.

All federal and state government agencies should have these three capabilities integrated into a critical event management (CEM) platform.

1

2

3 Does your agency have a modern CEM platform, complete with these three capabilities?

Page 6: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 6

Risk Intelligence Example: Natural DisastersDuring the past year, agencies used risk intelligence to gather information about hurricanes, wildfires, tornadoes and blizzards.

The first step after a natural disaster is identifying the affected area. When FEMA or other agencies step in, they may not be aware of who needs help. Once the affected area is identified, they can send a mass notification to residents. Opening this line of communication allows citizens to respond via text message if they need help. This allows FEMA to be able to triage quickly, provide help and save lives in the case of a natural disaster.

Does your agency optimize risk intelligence capabilities before, during and after a natural disaster?

Page 7: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 77

Does your agency have the ability to easily activate and coordinate response teams?

7

Incident Management Example: Protecting PropertyThe government has a high level of exposure. There are federal buildings in every state, including federal courthouses, congressional offices, Veterans Affairs Hospitals and local offices. It’s incredibly important they’re protected properly.

However, it’s not unusual for several agencies to be responsible for the security of these buildings. For instance, in Washington, D.C., the U.S. military and the Capitol police must work together to keep the U.S. Capitol Building and other landmarks safe.

That’s why agencies need to plan for emergencies so they know ahead of time how they will respond. When a critical event occurs, they’ll need to coordinate and collaborate with other agencies, government departments and state and local law enforcement.

Incident Management allows them to activate, organize and synchronize response teams. Relevant and actionable intelligence is delivered directly to teams on the frontline.

Coordinating information across jurisdictions is a challenge. But when everyone receives consistent insights into emerging threats, disruptions can be minimized.

Page 8: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 8

Critical Communications Example: Vaccine DistributionDuring the COVID-19 pandemic, organizations leveraged advanced risk intelligence capabilities to learn about restrictions and used critical communications to tell people to avoid the office, share details about contract tracing, conduct welfare checks and more.

More than 400 communities are using the OnSolve® Platform for Critical Event Management to communicate about vaccine distribution.

At the federal level, the Federal Emergency Management Agency (FEMA) and the National Guard have been deployed to mass vaccination centers.

These agencies could leverage critical communications to:

• Inform citizens where to go and when their vaccine appointment is

• Send appointment reminders

• Confirm the person showed up for their time slot on the day of their appointment

• Maximize vaccine utilization by notifying people within a specified radius of vaccine clinics that there are available doses left over on a given day

How has your agency communicated important information about vaccines to your community?

Page 9: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 9

For example, during the January 6 attacks on the U.S. Capitol, numerous agencies had some level of responsibility for crisis response:

• The U.S. Capitol Police, tasked with safety of the U.S. Capitol Building

• The D.C. Metropolitan Police, responsible for the safety of the city

• The Secret Service, tasked with protecting the Vice President

• The Federal Bureau of Investigation (FBI), responsible for domestic intelligence and threat warnings

• The Pentagon, which oversees the National Guard

Each agency should have had access to actionable intelligence and robust communications.

In the days before the event, customers of OnSolve’s AI-powered Risk Intelligence were warned about plans to storm the U.S. Capitol. They were able to tell their employees to avoid the area.

Key Challenges to an Effective Government ResponseFederal and state government agencies face unique obstacles when managing critical events.

Government emergency managers are tasked with mitigating public safety threats and ensuring robust, timely communications. Yet, they’re often responsible for residents and government buildings that extend across a wide geographic footprint. In addition, government departments and agencies may have overlapping responsibilities that require coordination and collaboration.

Page 10: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 10

“One of the common pitfalls is having risk intelligence, incident management and critical communications that are not integrated. With disconnected systems, agencies lose valuable time transferring the knowledge from risk intelligence to communicating the event to others.”

MATT BRADLEY, VICE PRESIDENT OF GLOBAL SECURITY SOLUTIONS, ONSOLVE

onsolve.com 10

Page 11: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 11

What to Prioritize When Considering a CEM Platform

Don’t delay. Not having a CEM platform is NOT an option.

Prioritize risk intelligence. If you don’t know about an event or threat, you can’t respond.

Ensure risk intelligence is powered by AI. AI-powered risk intelligence provides a broad coverage of all events happening everywhere.

Make sure that risk intelligence pulls only from validated sources. Filter the “noise” from bots or unreliable sources.

Page 12: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 12

Common Pitfalls to AvoidDon’t lose valuable time with disconnected systems. A proper platform for Critical Event Management should integrate risk intelligence, incident management and critical communications. This way, agencies can seamlessly go from knowing to assessing and responding within minutes.

Don’t opt for a traditional on-premise solution. Look for a cloud-based platform that reduces downtime and gives agencies full control.

Security is of paramount importance for government agencies. Be sure to work with a provider that follows rigorous standards and is certified.

Does your CEM platform integrate risk intelligence, incident management and critical communications?

Page 13: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 13

“Don’t wait any longer to implement a critical event management solution. After the year we just experienced, not having a critical event management solution is not an option.”

MATT BRADLEY, VICE PRESIDENT OF GLOBAL SECURITY SOLUTIONS, ONSOLVE

onsolve.com 13

Page 14: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 14

Modern CEM When It Matters Most Civil unrest, domestic terrorism and natural disasters are all happening more frequently. Government agencies cannot afford to fall behind on digital transformation and need a Critical Event Management platform with integrated AI-powered risk intelligence, incident management, and critical communications.

According to recent data from Aberdeen, organizations with modern CEM are 40 percent more likely to see lower costs related to critical events. They’re also 25 percent more likely to see faster resolution of disruptions. A modern CEM platform produces tangible results. It helps you respond quickly, reduce the impact of critical events and save time and money for your agency.

Keep your people safe, informed, assured and productive when it matters most with OnSolve.

Page 15: EBOOK The Agency Crisis Management Transformation Playbook

onsolve.com 15onsolve.com 15

OnSolve Can Close Critical Communications and Risk Intelligence GapsThe OnSolve® Platform for Critical Event Management combines leading risk intelligence, critical communications and incident management into one SaaS-based global portfolio. Our AI-powered platform is purpose-built to deliver fast, relevant and actionable intelligence, enable vital communications and allow response teams to react calmly and confidently. It has the highest level of security and availability that the Federal Government demands, combined with a usability that allows agencies to get up and running quickly.

• OnSolve Risk Intelligence: Harness the power of AI to rapidly filter through the noise of irrelevant events to identify the ones that matter to your organization.

• OnSolve Critical Communications: Enable reliable global communications to manage the safety of employees and assets.

• OnSolve Incident Management: Mobilize emergency response plans, ensuring rapid and effective recovery from any disruption.

Page 16: EBOOK The Agency Crisis Management Transformation Playbook

Learn more about how OnSolve can help your agency leap forward.

Learn More