Catalyst can support your organization to fulfill the needs of your constituents in times of crisis. Let us assist you with Readiness Management, Emergency Response Management, Business Continuity, CRM, Communication Management, and Reporting and Analytics.
International Day of Families - 15 May 2024 - UNDESA.
Catalyst Cares
1. Catalyst Cares
How We Can Support Your Organization to
Fulfill Constituent Needs in Times of Crisis
2. Readiness Management Emergency Response Management
Business Continuity Constituent Relationship Management
Communication Management Reporting and Analytics
3. Readiness Management
Change is inevitable. Let’s look at your current processes and
pinpoint the main areas of change to ensure everyone is on board
and ready for a shift – as small or large as it may be.
• We will take a current-state assessment of your system and
processes to form a true picture of where you are today
• Collaborate with the necessary groups in your organization to
understand current readiness and prepare for any future shifts
• This is not just an exercise to complete. Readiness management
minimizes cost overruns, improves communication and reduces
project delays.
For continued success, shifts
in your business process may
be necessary. We evaluate
the potential impacts to your
organization, people, and
technology to ensure a
successful and sustainable
implementation.
CATALYST CONSULTING GROUP | CATCONSULT.COM
4. Business Continuity
The way we work shifted drastically from just three weeks ago. In three weeks or more, we may see another large
shift as we slowly return to our offices. Let us guide you along the way to ensure you're taking advantage of the
tools that set us up for success.
• Prepare for Now: Build business resilience by assessing the current digital workforce. This includes an
assessment of available tools like video conferencing, collaborative to-do lists, daily communication tools, team
building exercises, and establishing the proper meeting cadence.
• We’ve evaluated current best practices surrounding our digital workforce and can outline a plan to help
you pivot
• Prepare for the Future: Let's evaluate the technology and processes you'll need four months from now to handle
the aftermath of a crisis, the return of your workforce, and the management of those who may still be at-risk.
CATALYST CONSULTING GROUP | CATCONSULT.COM
5. Communication Management
Ensure your team is equipped with tools to communicate with your
constituents during a crisis.
• Leverage "commonplace" channels like email and SMS/MMS
• Send mass notifications to quickly share critical information
• Provide access to a self-service chatbot so constituents can find
information fast
• Personalize and segment your outreach to make constituents feel
heard
• Use social listening to assess constituent satisfaction and triage
areas of concern
• Leverage data visualization for digestible and actionable
presentation of constituent feedback
In March 2020, a top-tier
government client of ours
saw a 35% increase of calls
to their non-emergency 311
line directly related to
COVID-19 inquiries.
In response, we
implemented a COVID-19
communication plan to
digitally reach thousands
more constituents with
timely information and
updates.
CATALYST CONSULTING GROUP | CATCONSULT.COM
6. When an emergency or crisis
occurs, the immediate and
consistent response by
government agencies is
delicate and imperative.
Emergency Response Management
We can plan for emergencies but they often bring sudden change,
forcing us to shift business processes and service delivery. How do
we prepare for our new normal?
• Let's reevaluate your current disaster recovery plan, make
enhancements where necessary, and identify new technologies
for critical services
• Guide additional policies and processes for an improved
response to future crises. What tools and technology are best
practice and how do we integrate them into your business now?
CATALYST CONSULTING GROUP | CATCONSULT.COM
7. In one major US city, the Catalyst-
implemented CRM:
• Deflected 7K+ calls from 911,
directing them instead to 311 and
easing pressure on emergency
responders
• Allowed the Department of Public
Health to provide COVID-19
information in under 1 day.
• Allowed the City, with the Salvation
Army, to answer Emergency Food
Assistance Requests from residents
in just 2.5 days.
Constituent Relationship Management
A central system is essential during a crisis. You need to log,
track, and address the influx of inquiries and requests from
constituents. Never has a CRM system been more important.
• Omni-channel - In crisis, people need quick ways to
submit requests for service through channels like mobile
apps, text, or social media
• No time for mistakes - Automatically route work to the
appropriate department
• Closed loop communication - Time is of the essence, so
communicating SLAs from the get-go and pushing
progress notifications offers peace of mind
CATALYST CONSULTING GROUP | CATCONSULT.COM
8. Reporting and Analytics
The answers to questions of public safety and public health can be
informed by data, such as:
• “How quickly are folks who are requesting food assistance
getting the help they need?”
• “Are we optimizing our time and resources to make sure we
complete as many senior well-being checks as possible?”
• “Are we answering constituent inquiries fast enough?”
• “Do our constituents have the access they need to self-help
when possible?”
Let’s make sure you’re equipped to make data-driven decisions to
fulfill constituent needs and fully address at-risk populations.
Government should be a
reliable and responsive
outlet to whom communities
can report concerns; that is
all the more true during
crisis.
CATALYST CONSULTING GROUP | CATCONSULT.COM
