MEMORANDUM. City Council. David J. Deutsch City Manager. SUBJECT: Alert Bowie 2.0. DATE: March 12, 2015

Transcription

1 MEMORANDUM TO: FROM: City Council David J. Deutsch City Manager SUBJECT: Alert Bowie 2.0 DATE: March 12, 2015 The City of Bowie has offered a free alerting system to residents since 2006 and has used it to provide emergency alerts, public safety notices, and informational messages to the public. In July 2014, the City began using the Everbridge Mass Notification System as its new vendor for alerting services. The service was marketed to the public as Alert Bowie 2.0, a new and improved version of the City s original alert system. The transition to Alert Bowie 2.0 and the features of the new system are described below and will be discussed at your meeting on March 16 th. Background Since the early 2000s, the prevalence of mobile devices for texting and voice calls and the growing popularity of smart phones have made it possible for governments to communicate with those they serve in real time and at any location. The District of Columbia was among the first governments in the nation to employ an alerting system for public notifications. The National Capital Region (NCR) saw the value of such a system and secured Homeland Security grants to provide alerting systems to each of the 18 jurisdictions that make up the NCR. These grants have been renewed every year and continue to provide no cost alerting solutions to Bowie and the other local governments of the NCR. Transition A single vendor provided alerting services to the NCR for almost a decade, but after a long and competitive process, the NCR selected a new vendor to provide alerting services to the region in The new service was viewed as a vast improvement over the previous system, in that it took advantage of the latest technologies and provided more sending options for users. However, the change in vendors meant that each of the local governments using the service had to migrate from the old platform to a new one, and it required residents and other subscribers to effectively start over and create a new account in order to continue receiving alerts. The City began the transition to the new system in July and ended in September 2014 when the contract for the old service expired. During the transition period alerts were sent out on both the old and new systems. The change was publicized through various means including articles in local newspapers and in the Bowie Spotlight, and announcements on message boards, the government channel, the City website, and on social media. There were 6,600 subscribers on the old alerting

2 system and to date 4,000 individuals have signed up for Alert Bowie 2.0, with more signing on every day. While there were likely duplicates and obsolete accounts in the 6,600 subscribers, we believe that we have not recovered all of the subscribers that we reached with the old system and continue to do outreach to encourage Alert Bowie 2.0 signups. How the Alerting System is Used Since Alert Bowie was first used in 2006, the City s approach has been to use the system not only for emergencies, but also to share news and information with subscribers. Subscribers can choose the information they wish to receive and how to receive it. By offering a variety of information that subscribers want, we have built a subscriber base that can be used when it is critical to reach residents. There are three categories of messages sent via Alert Bowie 2.0: Emergency Alerts and Automated Severe Weather Alerts (hazmat incident/evacuation notice, dangerous weather, or other urgent messages) Public Safety Messages (messages from the Police Department, traffic problems in Bowie, health alerts, and weather related notices i.e. plowing updates, road conditions for Bowie) Bowie E-News Notices (government closings, service interruptions, Council actions, jobs, Bowie news and events, senior news, and skatepark news) Alert Bowie 2.0 Number of subscribers (as of 3/11/2015) 4000 Total number of alerts sent since July Automated Weather Alerts 188 Emergency alerts hazmat situation evacuation, or other non-weather situation requiring 0 urgent notice Public safety notices crime alerts, active shooter exercise, missing person, traffic, local 30 weather situations, etc. Bowie E-News Monthly News Flash, Jobs, Government Closings, Council Actions, etc. 45 Utility notices water main breaks, hydrant flushing, etc. 18 Messages about Alert Bowie Features Multiple Options for Sending Alerts - Alert Bowie 2.0 allows the City to send messages using any or all of the following methods: To subscribers of various lists: o By text message o By o To an application installed on a mobile device o To a TTY device o By robocall to landline and mobile phones By targeting subscribers by an address they have registered (using same devices listed above) To Bowie residents (or subset of residents) in the White Pages database (need not be registered) by robocall

3 GIS Mapping -Various GIS maps and overlays can be loaded into the database for targeted alerts. Automated Weather Alerting - Automated messages keep subscribers in the know and safe by automatically sending out weather messages issued by the National Weather Service (NWS) to those who opt to receive them. They are designed to only contact subscribers if an address they have registered in Alert Bowie 2.0 falls within the NWS watch or warning area. Message Confirmation - An alert can be sent with a request for confirmation. Message Templates Various templates can be set up in advance and used to send out messages with standard instructions, reminders, or explanations. Polling - A message can ask questions and request that recipients respond. It can also be set up to request an image or the location of the recipient. Mobile Manager Using a mobile device application, alerts can be sent from a cell phone or tablet. Challenges The Everbridge Mass Notification System, which we call Alert Bowie 2.0, is a very powerful tool to have at our disposal for communications. However, it is also a much more complicated system to learn and administer than the previous one. Staff is working to train the Police and the Public Works Departments on the use of the system so that each can send their own alerts from the field when something is happening that needs to be communicated. Because of all the options, it is also a more complicated system from a subscriber s perspective and many of our seniors have had trouble setting up their accounts and have required assistance. We have also conducted on-site registrations at the Senior Center and at various City events and plan to do more of those in the future. Future Uses Staff is not currently using all of the features available with the new alerting system, but expects to implement them as time goes on. We also plan to expand the use of the system for internal purposes, such as to schedule conference calls, notify employees about liberal leave status, and call in staff during emergencies. Conclusion Despite some early frustrations with the registration process and some problems with Automated Weather Alerting, the system has been well received by subscribers, who like the timeliness and the Bowie-specific information that is provided. Alert Bowie 2.0 is one of several communications methods used to reach residents, those who work here, and others who have an interest in Bowie. The information that is shared via Alert Bowie 2.0 is also posted to our website and to social media. Some former subscribers have likely switched to social media for updates delivered to their mobile devices, but Alert Bowie 2.0 will continue to play a critical role in our communications strategy. For this reason staff will continue outreach efforts to promote the benefits of the system and enroll more subscribers.

4 Alert Bowie 2.0 Be in the Know!

5 Alert Bowie 2.0 is Here! Providing up-to-the minute notifications from the City of Bowie to those who live and work here Offering more functionality Providing more ways to send and receive messages

6 Alert Bowie was launched in Vendor was Roam Secure, which later became Cooper Notification. Continued to be know as the RSAN (Roam Secure Alerting Network) Used by jurisdictions in the NCR and around the country and universities Alert DC, Alert Montgomery, Alert Bowie, and others Funded through an Urban Areas Security Initiative Grant from the US Department of Homeland Security The annual cost for Bowie s old system - about $13,000/year Out With the Old

7 Sent emergency alerts, public safety notices, and informational messages to the public By , text message and pager System was simple and effective, but limited. Sometimes larger governments experienced delays and bottlenecks in message delivery Out With the Old

8 New alerting contract for the NCR awarded to Everbridge, a Massachusetts company in February 2014 Contract runs through 2018, with option for 5 1-year extensions Dependent on continued funding from DHS, but no reason to believe it won t be funded $25,000 annual cost for Bowie In With the New!

9 Training, planning and preparation March June 2014 Overlapping systems July September 2014 Alert Bowie 2.0 used exclusively since October 1, 2014 Transition

10 Alert Bowie 2.0 provides more security, more ways of sending messages, more choices for subscribers Requires subscribers to set up new accounts answer security questions, pinpoint their address on a map for location based alerts, and set quiet times System does not like old browsers, old operating systems, or dial up lines Transition Period

11 Outreach Bowie Spotlight & News Flash Newspaper articles Social media Website Flyers around city & at city facilities Message boards Events Transition

12 Multiple Options for Sending Alerts To subscribers of various lists: By text message and To an application installed on a mobile device To a TTY device To landline and mobile phones By targeting subscribers by registered address (using same devices listed above) Robocall to Bowie residents (or subset of residents) in the White Pages database (need not be registered) Alert Bowie 2.0 Features

13 Message Templates Message Confirmation Polling and Photo/Location Request Mobile Manager High speed delivery Decentralized sending of messages (i.e. Pet Pickups) Cloud based Automated Weather Alerting Geo - targeting of alerts Alert Bowie 2.0 Features

14 Various GIS maps and overlays can be loaded into the database for targeted alerts. Can pinpoint a specific location on the map where situation is occurring. Can respond to emergency situations with targeted messaging based on exact location. Geo targeting

15 Geo targeting: Collington Station

16 Geo targeting: Water Main Break- Woodrow Ln.

17 Geo targeting: Canceled Refuse & Recycling Pickup

18 By offering a variety of subscriptions we have built a base that can be used when it is critical to reach residents Types of Messages Offered with Alert Bowie 2.0 Emergency Alerts and Automated Weather Alerts Public Safety Messages Bowie E-News Notices Alerting it s not just for emergencies

19 Emergency Alerts Hazmat incident Terrorist incident Evacuations Alerting it s not just for emergencies

20 Automated Weather Alerts (AWA) Specific National Weather Service (NWS) warnings and watches, are automatically sent to subscribers who fall within the warning/watch area Delivered by text, , and mobile app Subscriber can set quiet times for no delivery of AWA Default AWA quiet times for system - 11 p.m. to 5 a.m. Only a tornado warning will override quiet times and be sent to all devices no matter what the time of day/night. Alerting it s not just for emergencies

21 Automated Weather Alerts (AWA) Extreme Cold Air Stagnation Tornado Watch Tornado Warning Severe Thunderstorm Warning Hurricane Warning Tropical Storm Warning High Wind Warning Flash Flood Warning Blizzard Warning Sleet Warning Ice Storm Warning Winter Storm Warning Freezing Rain Warning Alerting it s not just for emergencies

22 Public Safety Messages Traffic problems in Bowie Crime Notice Missing person Information needed Information updates during an emergency Plowing updates/ Road conditions Health Alerts Alerting it s not just for emergencies

23 Bowie E-News Government closings/service interruptions Bowie News and Events Bowie Spotlight Senior Newsletter Skatepark News Council Actions Bowie Jobs Pet Pickups Alerting it s not just for emergencies

24 Examples of Alerts Sent Since July 2014 Active Shooter Exercise geo-targeted Crime Alerts holdups at shopping center, murder Hydrant Flushing geo-targeted message by neighborhood Monthly News Flash City Job Vacancies Council Meeting Critical missing person Plowing updates Alerts Bowie 2.0

25 Alert Bowie 2.0 Total number of alerts sent since July Automated Weather Alerts 188 Emergency alerts hazmat situation evacuation, or other non-weather situation requiring urgent notice 0 Public safety notices crime alerts, active shooter exercise, missing person, traffic, local weather updates 30 Bowie E-News Monthly News Flash, Jobs, Government Closings/Interruptions, Council Actions, etc. 45 Utility notices water main breaks, hydrant flushing, etc. 18 Messages about Alert Bowie Alerts by the numbers

26 Steep learning curve for administering the system More complicated to register Requires up-to-date browsers and operating systems However, Everbridge refinements are making the system more user friendly Challenges

27 Registrations

28 More outreach to encourage enrollment Seniors, HOAs, at City events, articles, flyers, message boards, PSA on government channel Expand use of system for internal purposes Schedule conference calls Notify employees about change in operating status Call in staff during emergencies Next Steps

29 Quarterly Test Messages to Subscribers Reminders to check subscriptions and settings Update info Will keep subscribers database more current More information sharing Traffic Amber and Silver Alerts Next Steps

30 Alert Bowie 2.0 Is well received by subscribers, who like the timeliness and the Bowie-specific information that is provided. It will continue to play a critical role in our communications strategy No single method of communications works for reaching everyone or works in every situation Outreach efforts must be ongoing as new people move into Bowie or work here In Conclusion

31 Visit Follow step by step instructions If you experience problems, don t give up! Contact Una Cooper or ucooper@cityofbowie.org Sign Up Today!