IGEM Report 1: 2017-18 - THE CYCLONE DEBBIE REVIEW

Inspector-General Emergency Management

Before we examine these three aspects, it is important to recognise the challenges of the disaster environment for information management. During Debbie we heard of disaster management staff who were overwhelmed with the volume of emails and phone calls received during the event. Examples include an officer who received more than 2000 emails in a 24 hour period, and local disaster management officers who were being called so frequently that, as they were returning calls, they would receive several more voicemail messages.

Power outages and “black spots,” where communications continued to fail, also occurred. Work-around solutions often involved changing the mode of communication according to what was working, such as emails, phone calls, online surveys and various forms of social media. The volume of calls, emails and social media messaging, paired with attempts to use whatever mode of communication would work, contributed to confusion about the validity and priority of each piece of information. We recognise that those involved in Debbie dealt with these challenges exceptionally well, and our commentary below is aimed to improve their environment for the next event.

Themes

Awareness and training

We heard there is not enough awareness of how the various systems work and exchange data, to allow operators to use them effectively. We found some of the issues, identified as gaps or failures in the IT system, are contributed to by user error. There is a lack of understanding of what the systems can and cannot do. Customised business processes are not visible nor part of training for users. Their incorrect use can lead to errors instead of their intended efficiencies. For example, we heard from local groups that there were issues between the integration of Guardian and TAMS; in one case we heard TAMS stopped working altogether, creating further frustration and the need for manual work arounds by LDCC staff. We also heard that the IXP system has strict requirements and will not process entries that show even minor inconsistencies with workflow rules, resulting in a high number of errors. Some local groups stated the need for ‘refresher’ Guardian training ahead of the wet season and training for more staff.

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The Cyclone Debbie Review

Lessons for delivering value and confidence through trust and empowerment