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Customer Care

Products > Government DMS > MunAdmin EDMS
Emergencies and Disasters

Emergencies happen.  Emergencies can be limited in scope or they can reach disaster proportions, sweeping through an entire community or multiple communities.  Being prepared to respond to and recover from emergencies is everyone's challenge.  Whether your organization is a government agency tasked with a particular response role, a volunteer agency that responds to the community's needs, or a private sector entity that may be faced with an emergency situation, you have an important role in that preparation.

As an outcome of your community's or organization's emergency planning process, plans should be in place that specify how you prepare for emergencies, how you will respond if an emergency occurs, how you will mitigate the potential effects of emergencies, and how you will recover.

The best way to prepare for a disaster is to avoid the disaster. Therefore, look for any potential problems you can find and correct them. You should address those issues that you can solve and which will provide benefit.

Elements of the CCM

The following elements form part of the MunAdmin CCM system:

  • Disaster Recovery

  • Procedures, Policies and Forms

  • Checklists

  • Code of Practice

  • Equipment Required

  • Personnel Required

  • On-line Questionnaire

  • Emergency contact list

  • Hazards lists

  • Disaster Reports

  • Regulations

  • Priority Departments

  • Disaster Response

  • Emergency Services

  • Maintenance life cycle

Customer Care Management (CCM)

MunAdmin keeps track of all the complaints received as well as the actions taken to rectify the complaint. In this way a better service to the general public could be delivered.

The CCM system integrates with your email system as well as with our Fax Server and Text Messaging Server (SMS). Sending a confirmation as well as progress reports via the GSM SMS service to your customers.

The system may be used for internal as well as external events including disaster management.

The CCM System allows for extensive reporting on the complaint events logged.

Reports per type, user, completed as well as reports showing the number of complaints completed within a specified period of time. You may export the report to external spreadsheets for further reporting. Complaints per category, ward, type may be displayed on a Open Street Maps(tm) Window.

You will also be able to forward the event to other users within the LAN. You will be informed by the system of any action taken on the event

All complaints and pictures can be geo-taggged and displayed in a Open Street Maps(tm) window.

Customer Care Reports

Assembling of team


Ongoing procedures during crisis

Aftermath component
Facility evacuation/

/Operational Shutdowns

Disaster Recovery Management


A crisis communication plan provides policies and procedures for the coordination of communications within the company, and between the company, the media and the public in the event of an emergency or controversial issue. Emergencies may include fires, bomb threats, natural disasters, or major crimes. Controversial issues may include police investigations, protests or other situations that demand a public response.

This plan should not only addresses media relations and communications issues, but should also include procedures for the rapid identification of potentially harmful situations and the methods for responding to these situations quickly and effectively.

It should be the goal of this crisis communications plan to establish guidelines for dealing with a variety of situations, and to ensure that company officials and communicators are familiar with those procedures and their roles in the event of a crisis.

The plan should be designed to be used in conjunction with the normal decision-making hierarchy of the company and should not supplant that decision-making process. It is designed to be used in conjunction with operational crisis response plans managed through environmental health, facilities operations and other units.


To factually assess the situation and determine whether a communications response is warranted.

To assemble a Crisis Communication Team that will make recommendations on appropriate responses.
To implement immediate action to:

  • Identify constituencies that should be informed about the situation.

  • Communicate facts about the crisis.

  • Minimize rumours.

  • Restore order and/or confidence

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