Company: Istanbul Metropolitan Municipality, Turkey
Company Description: Istanbul Metropolitan Municipality (IMM) holds a very important place in local administration organization of Istanbul. Its area of responsibility encompasses the entire provincial territory, which spans a total area of 5,343 km2. IMM has 25 municipal enterprises, 2 subsidiary public utility corporations (Transport Authority and Water & Sanitation Authority) and 43,500 employees in total.
Nomination Category: Corporate Communications, Investor Relations, & Public Relations Categories
Nomination Sub Category: Communications or PR Campaign of the Year - Crisis Management
 Nomination Title: Istanbul Crisis Management
- Which will you submit for this nomination, a video of up to five (5) minutes in length about the nominated campaign or program, OR written answers to the questions for this category? CHOOSE ONE:
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers to the questions for this category, you must answer this first question: Specify the date on which this campaign or program was launched:
01.03.2022
- If you are providing written answers to the questions for this category, you must answer this second question: Describe the genesis of the nominated campaign or program: the reasons it was initiated, the challenges it was created to address, the problems it was developed to solve, etc. (up to 250 words):
Total 220 words used.
As Istanbul Metropolitan Municipality Public Relations Directorate, we aim to keep the welfare and satisfaction of the citizen at the maximum level by solving all kinds of requests come from the citizens in our new generation of municipalism understanding. We provide 24/7 uninterrupted service with all our strength and strong infrastructure to produce for the future of Istanbul and to introduce Istanbul in the best way on the international platform. The physiological structure of the modern world has been constantly changing due to geopolitical events, global climate changes and warming. As a result of global warming, unusually severe weather conditions has occured all over the world, and this generally makes it difficult for countries and institutions and organizations affiliated to these countries to manage the processes. In recent years, the whole of our country, as well as our city Istanbul, have been greatly affected by these global climate changes. Due to the climatic changes that mentioned above, the necessary warnings were made days before by our meteorology and DCC teams that the biggest snowfall of the last 35 years could occur between 10-13 March. All units and directorates belonging to our municipality have prepared a few alternative plans against possible crisis situations and taken some actions not to victimize our citizens and to overcome this process in the lightest way.
- If you are providing written answers to the questions for this category, you must answer this third question: Describe the development of the campaign or program: the planning process, the goal setting, the creative and media development, the scheduling, etc. (up to 250 words):
Total 250 words used.
The actions taken by the units affiliated to our Directorate are as follows;
Disaster Coordinator Center;
- Our main arteries and regions were checked with more than 2000 cameras in the center of DCC. Our teams working in the field were instantly directed to areas with heavy snowfall via radio announcements and telephone.
- Food supplements have been provided for street animals, especially in rural areas.
- One-on-one studies have been carried out with our police teams in order to identify and accommodate our citizens who are socking in the street as quickly as possible.
- Hot soup has been served for travellers of Metro and Metrobus at the exit points.
Head of the Solution Center;
- The necessary information was provided to all personnel related to the DCC process. Our DCC skill had been activated during the snowfall. All personnel who were able to receive calls were included in the shift schedule.
- In addition to the 481 call center staff, 184 Back Office employees were placed on standby for support purposes.
On-Site Solution Team;
- Detection studies were carried out with 31 On-site Solution teams in 39 districts.
- The vehicles of our citizens who stranded on the road were towed with our vehicles.
- In order to keep uninterrupted services, snow plowing, solution and salting works have been carried out in front of garages and on the routes of public transportation vehicles since night hours.
- Trees, fences, traffic signs etc. which blew down due to heavy snow and storms were taken/repaired by our on-site solution teams.
- If you are providing written answers to the questions for this category, you must answer this fourth question: Outline the activities and concrete results of this campaign or program since the beginning of 2019. Even if your initiative started before 2020, limit your response to activities and results since the beginning of 2020 only (up to 250 words):
Total 216 words used.
Various services were provided in 32 districts, 213 different locations. These services are respectively;
- Citizens who were snowed on the road were taken to their homes with on-site solution vehicles.
- Roads that were closed at 64 different points due to heavy snowfall were opened by gritters.
- The vehicle of our citizens stranded on the road and they were rescued with a tow rope and left at their homes.
- During the snowfall, different kinds of food were distributed to our citizens. (7200 pieces in total)
- Trees that blew down and blocked the road due to the storm were pulled by our vehicles.
- Vehicles with bad battery problems have been identified and instant battery support has been provided by our teams.
- Because of an accident, traffic sign was damaged and repaired by our teams.
- Fence that blew down was repaired and reinstated by our teams.
- Fire broke out in 2 buildings under construction and our teams suppoted the fire fighters.
- Food support was provided for street animals in 10 different regions.
- While all our citizens trying to access 153 Solution centers, vital issues for citizens were taken to the top of list of IVR.
- Capacity of our 153 Solution Centers was increased by %50 for emergency situations and problem of citizens was solved in the fastest way possible.
- You have the option to reference here any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 231 words used.
- As a result of all the necessary preparations, our solution center answered all the calls in an average of 21 seconds and provided service with 97.31% answering rate and 87% service level. (All values are better than expected) (Please Check Istanbul Crisis Management pdf, slide 31,32)
- Callers for icing problems and requesting for salting were connected to the call center agent in 5 seconds on average, and other callers for our citizens socked on the street were connected to the agent in 1 second. (Please Check Istanbul Crisis Management pdf, slide 33)
- 75% of the calls received within 3 days of the heaviest snowfall were resolved immediately, and 25% were forwarded to the relevant units and resolved during the day. (Please Check Istanbul Crisis Management pdf, slide 34)
- During this 3-day period, 121,766 calls were received and 118,495 of these calls were answered by our dedicated staff. (Please Check Istanbul Crisis Management pdf, slide 35)
- During this 3-day crisis, the senior management was present at the location 24/7, followed the process live - in the same time - supported the staff and increased their motivation.(Please Check Istanbul Crisis Management pdf, slide 36)
- Motivation Speech of Mr. Ekrem İmamoğlu (Major of Istanbul Metropolitan Municipality) during crisis time (Please Check Youtube Link)
- Video of our agents during the service for our citizes (During Crisis) (Please Check Youtube Link)
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