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

2011 Windstorm 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

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2011 Windstorm 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

2011 Windstorm 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

2011 Windstorm 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

2011 Windstorm 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

2011 Windstorm 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

2011 Windstorm 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

2011 Windstorm 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 Emergency Preparedness Workshop  “Emergency & Safety Info” page on website 10

2011 Windstorm 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

2011 Windstorm 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 s  Flyer being developed for dissemination 12

2011 Windstorm 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 13