When a major event like Hurricane Irma threatens Publix, every part of our company mobilizes, and that includes behind-the-scenes efforts you might not even think about.
Emergency response team
The emergency response team (ERT) was responsible for the planning and coordination needed to keep our company working as efficiently as possible before, during and after the storm. They made sure every department had the most up-to-date information through regular communication with leadership from each division and department. Once the storm passed, members of the team coordinated with other departments who worked with local and state officials to get trucks into impacted areas so our stores could open as quickly as possible.
Publix Emergency InfoLine
Corporate communications operated and monitored the Publix Emergency InfoLine, which communicated changes to store and support building hours of operation, as well as provided reports regarding associate well-being and availability to report to work. The reports were sent to the associate relations specialists. If an associate answered no to any of the questions, the associate relations specialist would personally call them to make sure they received the information or help they needed.
Sept. 1 – 19, the InfoLine received 38,307 calls from associates seeking information about their workplaces.
Customer care and social media
These teams were responsible for distributing information and interacting with customers on our social media platforms, through email and by phone about a variety of storm-related topics. They answered questions, addressed concerns and recorded associate praises. Before, during and after the storm, this team monitored the volume and sentiment from our customers. They also provided company leadership with daily recaps to help identify new themes and topics.
During the month of September, the customer care and social media teams handled nearly 200,000 customer interactions via phone calls, emails and social media inquiries. That’s nearly twice their usual monthly volume!
Facilities and marketing
Once the storm passed, facility services immediately went into the field to inspect any damage to our stores and worked with other business areas to arrange fuel deliveries for the generators. This year, facilities associates were able to use a tool developed by marketing to upload store status and images directly from their phones, giving facilities leadership a live, real-time map of store statuses to efficiently prioritize repairs.
The facilities team completed 823 store surveys after Irma passed. That’s more than 70 percent of our stores.
Information systems
Our information systems (IS) department supported many departments’ efforts before, during and after the storm. For example, they helped distribution by limiting order sizes, canceling automated orders for closed stores and creating default orders for stores that were offline. During the storm, several team members stayed at the data center to monitor systems and support stores in areas unaffected by Irma. And afterward, IS associates worked to quickly restore lost connections by using store-in-a-box kits to connect offline stores to our network using cellular services.
IS Technology Services (ISTS) deployed the store-in-a-box wireless network solution in 118 stores over the course of six days, compared to 38 during 2016’s Hurricane Matthew.
Solid waste and recycling
This team rearranged garbage and recycling pickup schedules, so as many stores as possible were clear of waste when the storm was about to hit. Afterward, they worked diligently to have cardboard and waste removed as stores restocked and reopened. They also arranged for cleaning of outdoor collection areas to prevent pests.
Within three days after Irma, solid waste and recycling cleared accumulated waste from 60 percent of affected stores.
