ACTE Executive Forum Disaster Drill

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ACTE Executive ForumDisaster Drill

• Bruce McIndoe, CEO
• iJET Intelligent Risk Systems
• November 15, 2005

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Response Time Impacts Level of Loss
Cost
Response Time
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Preparedness Impacts Response Time
Cost
Planning Mitigation Communication Exercises/Drills
Response Time
Preparedness
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Operational Risk Management

• Risk of disruption to a companys ability to
  conduct business - a result of inadequate or
  failed
• Internal Processes
• People Systems
• Or External Events
• Travel Issues are Operational Risk Issues

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Emergency Management

• Emergency Management when an event affects a
  specific product, location, or line of business

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Crisis Management

• Crisis Management when an event affects the
  entire business or brand reputation, driving
  significant loss in shareholder value

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Business Continuity Planning

• BCP
• An all-encompassing activity covering both
  disaster recovery planning and business
  resumption planning
• Tends to be heavy IT focus
• Should cover all aspects of the business

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9-Step Readiness Process
2 Conduct Risk Assessment
3 Identify Response Resources
1 Establish Response Organization
4 Develop Protective Action Plan
Planning Cycle
9 Maintain Update Plan
5 Develop Crisis Communication Plan
6 Provide For Well-Being Of All Involved
7 Prepare Recovery Plan
8 Train Personnel Exercise Plan
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Travel Managers Challenge Today

• 1. Higher level of care expected for customers
• 2. Hands-on preparedness for your organization
• 3. Integrating these efforts into the
  organizations BCP program
• 4. Responding to and recovering from incidents

Reduce TE by 10, Your CFO
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What is Travel Risk Management?

• A well defined process to identify risks, prepare
  travelers pre-trip, monitor threats, and respond
  to incidents as they arise.
• Benefits include
• More productive and prepared employees
• Reduced number of costly incidents
• Lower cost of response
• Reduced corporate liability
• Higher Duty of Care for all personnel

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Basic Program Building Blocks
Feedback
Planning
Training
24X7 Monitoring
Incident Response
Proactive
Reactive
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Travel Risk Management Plan

• Travel Safety Security Policy
• Country/City Risk Rating Travel Alerts
• Travel Risk Assessment Process
• Pre-Travel Responsibilities Process
• Communication Plan
• Evacuation Plan Procedures
• Emergency Contacts, Safe Havens, etc.

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Data Requirements

• Employee Locator
• Traveler, Expat, Business Locations
• Employee Emergency Profile
• Nationality, Gender, Passport, Blood Type, etc.
• Key Contact Information
• Department/Location, Office , 24 Hr , etc.
• Crisis Management Team (CMT)
• Role, Name, Location, 24 Hr Numbers, etc.
• Safe Haven Locations

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Multidisciplinary Process

• Security
• Risk Assessment
• Crisis Evacuation Plans
• Emergency contact info
• Up to date itinerary

• Travel
• Advisor and Knowledge Base
• Books Trip Handles Travel Issues
• Provides Reporting

• HR/Legal
• Focus on expats
• Responsible for employees
• Policy procedures
• Corp. insurance programs

• Medical
• Pre-trip health planning
• Immunizations
• Medical assistance and evacuation for
  international travelers

Employee
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Lessons Learned form Katrina/Rita

• Big disasters cause big problems
• Local decision making failed or was incapacitated
• Communications broke down
• Information systems not designed for Emergency
  Management
• Domestic travel was not monitored
• Travel involved both in getting people out and
  getting people in
• Dealing with own recovery effort
• Needed to maintain on-going operations

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Big Disasters Big Problems

• Multiple issues at one time
• Little depth in organization to delegate
• Resources redirected to crisis support
• On-going business processes suffer

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Local Decision Making

• Both Government and Organizations defer to local
  incident management team
• Fail to consider when this team is not
  functioning
• Corporate takes on responsibility
• May not have local perspective or good
  information
• Decision making becomes slow and fragmented

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Communications FAILED

• Major contributor to response and recovery
  failures
• Organizations need backup communications plans
• Need multi-media terrestrial, satellite and
  radio
• Should be hardened location in each major metro
  area
• Power Generator with Fuel Supply
• Backup Internet (Satellite) Comms
• Shelter in place resources

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Where is the data I need?

• Information systems not designed to support EM
• Needed information on facilities in effected area
• Needed information on employees in facilities,
  expatriates, travelers, etc.
• Did not have updated Emergency Contact
  Information
• Did not have responsible manager information

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Lack of Travel Data

• Highlighted gaps in travel program policy and
  data consolidation
• Conscious decision to not track domestic travel
• Impacted both preparedness and response
• More important in dealing with regional impacts

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Travel Busy on Both Ends

• Pressure from management to move people from area
  - Evacuation
• Pressure from management to move people into the
  area Response Recovery
• Lacked response resources in advance
• Competed with other organizations for scarce
  resources
• Lack of good information for decision support

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Travel Department Recovery

• Local travel office may have been impacted
• Strong emotional ties
• More pressure on department
• First hand experience faced by employees impacted

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Business as Usual

• Major issue for US domestic operations
• Rest of world still operating as normal
• Travel manager becomes incident manager or key
  member of CMT
• Distracted from running the business
• Lack of depth 24x7 job fatigue

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Summary

• Protection of human assets is a multidisciplinary
  effort
• Best approach is a risk management framework
• Training is critical to overall success
• Prevention and decision support through real-time
  intelligence communication
• Planning for response minimizes impact

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Enhancing Your Role

• Learn the Language
• Be the Transportation Officer
• Own the Travel Risk Management Plan
• Get Involved in Evacuation Planning
• Be Proactive and Collaborate
• Think and Act Strategically

When you are called upon - Be Prepared
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Questions Discussion
There are no dumb questions
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Key Messages

• Consolidation/Integration of asset information
• Notification of threat/exposure assessment
• Response integration across providers
• Company owned (branded) program
• Automated compliance monitoring
• Consistent initial and on-going corporate
  communication
• Robust telecom infrastructure
• Global backup repository for key information