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19. Citizen Engagement During a Crisis

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Mr. Tom Malanfant, CSR Product Manager, Motorola SolutionsPresenter: Mr. Tom Malanfant, CSR Product Manager, Motorola Solutions

Thursday, 30 April 2015, 15:40-16:10

Communities all across the globe are being faced with more frequent crisis-type events ranging from major weather events such as hurricanes or large-scale disease outbreaks such as Ebola in Africa.  Citizens need to feel as safe as possible during these events and staying connected provides some comfort as communities prepare, react and respond to these emergencies. Communities are sharing more and more information with citizens to enable them to make better decisions during these critical moments.

Technologies today allow communities to keep citizens engaged and connected by utilizing best practices in communication, emergency preparedness and response, thereby satisfying the ever increasing thirst for information through multiple channels which can assist in keeping residents safer as they plan and respond to these events.

This session explored technologies and best practices that are used in the municipal space and how they may apply in humanitarian and disaster response scenarios.

Mr. Tom Malanfant, CSR Product Manager, Motorola Solutions

Mr. Tom Malanfant, CSR Product Manager, Motorola SolutionsTom has been a Senior Product Planner with Motorola for approximately 5 years.  Prior to joining Motorola, Tom worked for over 25 years in Municipal Government and was Manager of the Customer Service Division for the City of Windsor, Ontario Canada which included the City of Windsor’s 211/311 Call Centre.  He has facilitated customer service sessions for the Federation of Canadian Municipalities, the Strategic Institute Summit on Municipal Government, numerous National and Provincial conferences as well as many Municipalities throughout Ontario.

Tom was a member of a team of Customer Service Leaders from across North America who assembled at the John F Kennedy School of Government at Harvard to study the history of 311 and identify ways to further enhance and sustain the 311 service throughout North America.

Tom is a graduate of both St Clair College and the University of Windsor and also holds a Level 3 designation as a Certified Municipal Manager from the Ontario Municipal Management Institute.

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