Becoming an Adaptive & Resilient Organization: 3 Lessons from Zahra Ebrahim (Civic Engagement)
By: Arpy Dragffy
Tags: Covid 19, Civic Engagement, Social Impact, Customer Experience, Innovation

3 Lessons About Adaptability & Resilience from COVID-19 Toronto app (Civic Engagement)

Zahra’s story is compelling in so many ways, perhaps none more so than the fact that Ilan Shaninan — the ER doctor who co-developed the app with her — and herself did what any other person is capable of. Their solution required no technical background and it helps communities precisely because of its simplicity.

#1 Technology makes it possible for anyone to have an impact

Zahra and Ilan didn’t set out to make an app that would be used by multiple cities, their ambition was actually something very simple: to create a resource that made it extremely easy to connect people needing help to resources offering help. That’s why when they started on this project in the second week of March it began as a simple Google spreadsheet. Within two days they were overwhelmed at the amount of people offering help and the many forms of support coming from all parts of the community.

Their simple spreadsheet offered a beacon of hope for those of us who felt helpless and locked in. Within days they found Glide Apps — a platform that turns Google Spreadsheets into a web-based mobile app— and launched the COVID-19 Toronto app. This allows anyone to help by sharing the app with those in need or posting resources. The app has now had thousands of users and can be copied to be used in any other city.

The lesson is simple: a small action can create a cascading effect when we’re working towards a shared goal.

#2 In times of crisis we need surprise and delight, just as much as we need honesty

While this crisis united us through fear and honesty, the resolution to recover from it will come from moments of surprise and delight. As COVID-19 moves from a public health crisis to an economic crisis, that resolution will be vital to staying united through the next twelve-to-twenty four months before a semblance of normal returns. This is an important consideration as the charities and community organisations that have risen to the challenge may face further challenges as their funding models need to be reconsidered.

Those changes in who can help means that neighbourhoods and communities will need to become more united and resilient. Community-based resources like the COVID-19 TO app are one of the many ways communities can inject the joy, delight, surprise, and sense of support needed to balance out the uncomfortable honesty of this crisis.

#3 Thinking short-term can be the surest way to stay in a state of crisis

This crisis is being mis-represented as having peaked because the number of cases are dropping in most regions, however the impacts and disruptions will last much longer. Thanks to Zahra’s background at strategic agencies and community-organizing, she recognizes that a short-term mindset limits true innovation. It doesn’t come from successfully getting your team to work from home, nor from selling more products online, it comes from taking a long view about where we’re all headed.

Assuming that ‘table-stakes’ improvements will help your non-profit or local business to survive will only prolong this crisis. She believes that this is a moment to take the long view. Solutions will need to be bespoke and will need to be the result of understanding your community and the struggles we will be facing together. Getting there will likely take longer than we expect so managing the risk of burn out will be important as each step forward will feel more difficult as we stomp through the blizzards of economic and community challenges.