Citizen Engagement During a CrisisCREATING SAFER CITIES ANDTHRIVING COMMUNITIES

TOM MALANFANTPRODUCT MANAGER, MOTOROLA SOLUTIONS

April 30, 2015

2©2014 Motorola Solutions Confidential Restricted

SMART PUBLIC SAFETY SOLUTIONS

OVERVIEW OF SPSS

CITIZENENGAGEMENTSOLUTIONS

INTEGRATED COMMAND &

CONTROL SOLUTIONS

INTELLIGENCE-LED

PUBLIC SAFETYSOLUTIONS

RECORDS & DATA

MANAGEMENT SOLUTIONS

EmergencyServices

Non-EmergencyServices

Notifications

InformationServices

Crowd-SourcingTips/Leads/Info

NG 9-1-1

Call Taking

Dispatching

LMR/LTE Integration

Situational Awareness

Field ResourceManagement

Common Operating Picture

Mid-Incident Intelligence

Descriptive Analytics

Investigative Analytics

Threat Detection & Alerting

Predictive Analytics

Case & Evidence

Management

Information/FOIA Requests

Citations

Warrants

Jail Management

Property Management

Asset Management

3

What is Citizen Engagement?

Textbook Definition:“Citizen Engagement is a term used to describe Interactive communication between citizens and government.”Citizen input is a critical resource for good decision making during critical events and so for the purpose of our discussion today, let’s think of it as two way communication between humanitarian relief organizations and citizens

TRADITIONAL CITIZEN ENGAGEMENT

RecordsSpecialist

911 Call Taker

311 Call Taker

CrimeAnalyst

EMERGENCYSERVICES

NON-EMERGENCYSERVICES

INFORMATIONSHARINGSERVICES

911 / Emergency (Phone/Text)

311 / Non Emergency (Phone/Mobile App)

Citizen Self-service

Detective / Investigator

Emergency Notifications (TV/Radio)

Minor Theft/Crime Notification

Personal Security

IntelligenceOperator

FirstResponder

SecondResponder

FirstResponder

SecondResponder

311 Call Taker

Citizen

Media

Commercial

Education

Citizen Information Sharing

NEXT GENERATION CITIZEN ENGAGEMENT

RecordsSpecialist

Emergency Call Taker

Non Emergency Call Taker

CrimeAnalyst

EMERGENCYSERVICES

NON-EMERGENCYSERVICES

INFORMATIONSHARINGSERVICES

911 / Emergency Services(Phone/Text)

311 / Non Emergency Services (Phone, Mobile App)

Citizen Self Service

Maps of Affected Areas

Audit/Investigator

Event Info Crowd-sourcing

Citizen Information Sharing

Event/Activity Plans & Alerts

Mass Emergency Notifications(Phone/Email/Text)

Minor Theft/Crime Notification

Personal & Information Security

IntelligenceOperator

FirstResponder

SecondResponder

FirstResponder

SecondResponder

Non-EmergencyCall Taker

Citizens

Media

Businesses

Public Education

SituationalAwareness

Emergency Profile Creation

6

NEW ORLEANS – PRE KATRINA (August 23, 2005)

• Numerous “false alarms” for evacuations– Ex: Residents were ordered to evacuate for Hurricane

Andrew and it was a beautiful day in New Orleans

• No real plan for residents to evacuate who didn’t drive• No real plan for residents who feared for work repercussions if

they evacuated• No real plan for residents who wouldn’t evacuate because of

their pets• Only way to communicate with residents was TV and Radio• No social media tools

Katrina – Notifications During the Evacuation – Radio only

Communication System for Residents leaving the

area…..Radio only

Deadliest Hurricane in 75 years. Nearly 2,000 deaths

$100 Billion in property damage

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No plan for PetsEstimated 70,000 pets perished

No Social Media Tools TV/Radio information

only

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NEW ORLEANS – 2015

• Strategic Plan to get people in and out of City when there is evacuation order

• Strategically placed staging areas (Evacu-spots) for residents and their families to meet and be transported to evacuation centers.

• Shuttle busses run to these spots for residents who don’t drive

• Pets and their owners are tagged for future re-uniting after the event

• Online registrations for people to help find loved ones (Red Cross)

• Internet access almost a constitutional right – communication providers understand importance of working cell towers working – data then voice – many have backup generators or batteries

• City website has reference material and information on evacuation areas

• Online registration for residents with medical needs (Dialysis, Chemo)

• Online registration for Mass Notifications in multiple channels

10

EvacuSpots – Strategically located staging

areas for Evacuation for residents

11

Shuttle Busses at EvacuSpotsTransport Residents to Safety

Pets are tagged so they can be re-united with their Owners

12

Cell Towers withBackup

Generators

Online Registrations for

Red Cross

13

Sign up for Emergency Alerts

Information Sharing

Enroll in Special Needs Registry

City of New Orleans Website

14

Vanuatu (Cyclone Pam – Mar 13, 2015)

15

Now Imagine………….

• Online registrations with Emergency Profiles

• Mass Notifications and Alerts• Portable EvacuSpots• Cellular coverage was maintained• Online Business Registrations

showing when businesses are back and available for citizens

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..and what if you could provideCitizen Engagement on Humanitarian

Response:• Drinking water safety• Food distribution• Emergency shelters for IDP• Maps of affected Communities• Residents Returning to their

communities• Getting Updated information from

citizens

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The Next Generation is Now

• Leverage existing infrastructure and technologyVSAT, Digital Radio, Wi-Fi, Wave

• Many of these capabilities shown today:– Solutions which are delivered as a SaaS– Require Minimal capital investment– Have an “Operations Based” funding model – Can increase or decrease usage based on need– Have GPS Situational Awareness to increase

safety for citizens

THANK YOU