STABILIZE Overview of Recommendations Review this graphic for a high-level overview of what your stabilize priorities should be for each customer-centric capability. Then, for each capability, see its checklist for considerations and possible actions to take with your team. MITIGATE SHORT-TERM RISKS AND STABILIZE OPERATIONS HOW YOU MAKE HOW YOU HOW YOU ENGAGE HOW YOU DECISIONS WORK CUSTOMERS SERVE SOCIETY Establish a crisis Define and execute the Rapidly engage Prioritize goals and shift command center. stabilize work plan. priority customers. resources to new needs. Establish stabilization team, war room, Define and communicate the work Make it easy for customers to reach Build in-crisis plan; redeploy resources and plan. Gather the right insights plan, making it easy to provide you digitally; prioritize outreach based based on strengths; programmatize (data, feedback, and scenarios) to feedback; reinforce leadership on need and lifetime value; analyze donation, grant management, and pro plan and iterate your response. transparency and visibility. changing needs. bono efforts. Make swift resource Rebuild employee Realign value propositions Mobilize your workforce decisions. productivity. to customer priorities. to volunteer. Re-prioritize effort, focusing time Ensure remote connectivity; Rapidly innovate offerings Enable employee giving to focus and resources on new urgencies, streamline workflows and automate and messaging to better serve on highest impact areas; update reinforcing key initiatives with overly inefficient processes; immediate customer needs. volunteering protocols and partner sufficient bandwidth. implement training for new tools with trusted organizations. processes. Optimize your digital Initiate a data culture engagement model. Communicate transparently, across the company. Support employee track impact, and iterate. wellness. Increase performance of existing Build and distribute reusable digital programs to generate scale Clearly communicate how your datasets and dashboards to enable Supercharge your employee help and response effectiveness. business is a platform for change; faster decision-making. portal with information to clarify develop giving dashboard to monitor employee support programs and impact; support employee resource resources; create cadence of groups (ERGs). insights and advice to employees. The COVID-19 Response Playbook | 13