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The Challenge

During Australiaʼs COVID-19 lockdown, local government in the City of Vincent (Western Australia) experienced severe disruptions. City hall was closed to ensure social distancing, but disrupting telephone and traditional lines of communication for citizens. As a result, the City of Vincent (Western Australia) experienced an extraordinary surge in the amount of messages directed at the cityʼs Facebook page, as residents turned to new ways of seeking information and logging requests.
 
Having received an average of 2.25 messages per month from November 2019 through February 2020, for the period March through May of 2020, the City of Vincent Facebook page received an average of 557.3 messages per month – an increase of 24,670%. It was important for the City of Vincent to fulfill their civic goal of aiding citizens in need, and attend to every message.
 
However, IT teams also needed to ensure that all Facebook interactions were being managed securely, and complying with state record-keeping laws
 
The City of Vincent possessed a team responsible for handling Facebook messages, but the unprecedented scale and velocity of messages was now beyond their ability to handle. Fulfilling security requirements using previous, manual methods of digital risk protection was simply impossible. Furthermore, most of these messages were requests for city services, and the cityʼs Facebook account was having to act as a makeshift switchboard. Citizens were being ignored, staff were stressed, and possible compliance and security issues were going unchecked.
 
The City of Vincent implemented advanced digital risk protection with SafeGuard Cyber.
 
Through machine learning, compliance issues such as hate speech are automatically flagged for review, and account owners are alerted to compromised credentials.
 
This enables the city to ensure secure and compliant citizen communication via social media.

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Securing Civic Engagement

The City of Vincent implemented advanced digital risk protection with SafeGuard Cyber. Within official Facebook, Instagram, LinkedIn, and YouTube channels, the cityʼs teams are now able to craft custom policies aimed at capturing potential compliance issues. The SafeGuard platform captures these issues instantly for review. Through machine learning, compliance issues such as hate speech are automatically flagged for review, and account owners are alerted to compromised credentials. Content passes seamlessly from the SafeGuard platform into the cityʼs existing Micro Focus Content Manager system, via an exclusive integration.
 
SafeGuard Cyber helps the City of Vincent adapt to a 24,670% increase in volume of Facebook messages amidst COVID-19. Cityʼs social media channels are comprehensively secured, ensuring compliance with state laws and protecting communications channels from unauthorized account changes.
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SafeGuard Cyber Platform catches account changes and notifies users of compromised credentials for official social accounts
Martha Matthews
Senior Manager, Pinnacle Finances

“Compliance and Cyber-Security is much more than a matter of IT. With the explosion of the numerous communication channels SafeGuard Cyber offers the only strategy.”

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Compliance and Cyber-Security is much more than a matter of IT. With the explosion of the numerous communication channels SafeGuard Cyber offers the only strategy.

Andrew Simmons / Vice President
Senior Manager, Abott Laboratories

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"Social media is critical to engaging with the City of Vincent community. It is important that our social media interactions are managed securely, pass technical audit, and maintain State Record keeping compliance. We chose SafeGuard Cyber to protect vital communications channels from unauthorized account changes, while ensuring automated compliance via an integration with our existing document management system. SafeGuard Cyber has streamlined our social media information security and governance. This outcome supports the growing use of modern communication platforms without the added operational overhead."

 

Peter Ferguson
Executive Manager,
Information and Communication Technology, City of Vincent

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The Benefit

With SafeGuard Cyber, the City of Vincent is now able to ensure secure and compliant citizen communications via social media. Its staff can focus on responding effectively to citizen concerns, and the cost of oversight has been cut. Additionally, the City of Vincent is starting to build policies that send requests directly into their CRM, which will automatically route to the appropriate department, thereby establishing the most efficient digital workflows.

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