“In a world where consumers are spending most of their time in consumer apps or on social media, let’s get the communication to those channels. That will be more effective in a crisis. There’s no excuse not to get to people in a crisis,” Lannin said.
“They need to communicate with people where they are and not just expect them to go to the Department of Public Health website. That’s an old way of thinking.”
This is an integrated, streamlined platform that delivers three crucial abilities: two-way communication between public officials and citizens (in-depth incident reporting, social listening, email alerts), active monitoring (from inception to resolution) and seamless coordination (management and distribution of resources).
Separately, these are cumbersome and time-consuming tasks. But connected in one platform, the information from one area informs and improves the response in another.
The platform includes a responsive 311 app, case management tools, mappings of cases, pre-configured forms and tiles, relevant articles from the World Health Organization and Centers for Disease Control and Prevention, multilingual capabilities and Social Studio Command Center.