Case Study

Crisis Communications for a Complex Government Agency

Unifying emergency messaging across dozens of departments serving more than 10 million residents.

The Challenge

One of the nation's largest municipal governments faced critical challenges in crisis communication. During high-stakes emergencies—from wildfires to public health outbreaks—residents received inconsistent updates from different agencies. Many non-English-speaking communities were left without timely or accurate information when they needed it most.

What We Did

Led development of a countywide crisis communications strategy that unified messaging protocols across all departments
Modernized public engagement channels with real-time media monitoring and digital rapid response tools
Expanded language access from 14 to 42 languages to reach historically underserved populations
Implemented coordinated communications workflows across emergency operations

Results

28%

Improvement in public trust metrics

14 → 42

Languages supported for critical updates

$700K

Procurement savings through streamlined systems

National

Recognition as a model for inclusive emergency response

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