Travel Risk Management: An Enterprise Wide Approach

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Travel Risk ManagementAn Enterprise Wide
Approach
Presented byJohn G. Rendeiro, Jr. Vice
President, Global Security and Intelligence Intern
ational SOS Assistance, Inc.
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Agenda

• Context for Todays Traveller
• Requirements for Travel Risk Management
• Framework of Travel Risk Management System
• Governance
• Planning
• Training
• Tools
• Travel Risk Management Implementation Process
• Success Factors
• Benefits
• Successful Outcomes

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Steps to Success in Travel Risk Management

• Assess the level of risk in your travelers
  environment
• Prepare your travelers and your organization for
  travel and to respond in the event of a crisis
• Be aware of what a successful outcome should look
  like

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Risk Environment Context is everything
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Extreme Risk Locations

• Somalia
• Kidnappings, armed banditry, residential thefts,
  brutal killings
• Assaults against travelers on roads and highways
  are widely prevalent
• Afghanistan
• Foreign aid workers targeted for violence and
  kidnapping
• The NGO, Doctors Without Borders withdrew due
  to safety reasons
• Kabul experiences high levels of robbery and
  carjacking
• Iraq
• Kidnapping has surfaced as a major threat to
  foreigners, including journalists and relief
  workers
• West Bank/Gaza
• Traditionally, foreigners have not been directly
  targeted by Palestinian criminal gangs or
  militants
• In recent months armed gunmen have abducted
  foreigners in Gaza and the West Bank

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High Risk - NepalCritical Security Issues

• Increasing reports of Maoists regularly
  collectinga "tax" from foreign visitors,
  particularly on trekking routes in Western Nepal
• The risk to foreigners of kidnapping for ransom,
  while not common, remains significant
• Occasional bombings, political unrest
• Security-related evacuations have been necessary
  in recent years

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ColombiaHigh Risk

• Risk from violent crime is high
• Highest rates of kidnappings in the world
• Leftist guerrillas, the Revolutionary Armed
  Forces of Colombia (FARC) and the National
  Liberation Army (ELN), control significant
  portions of territory throughout the country
• Driving conditions in Colombia are dangerous, due
  to the chaotic nature of the traffic in urban
  areas and the precarious security situation
  outside urban areas
• Travelers are advised to maintain a low profile
  and limit the time spent in public places, such
  as bars, supermarkets and recreational venues

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Moderate Risk - MexicoRelative Extremes

• Cancun
• Relatively low crime
• Opportunistic thefts common
• Guadalajara
• Street thieves tend to work in teams
• Create diversions to rob unsuspecting persons
• Criminals have disguised themselves as police
  officers
• Express kidnappings on the rise
• Victims abducted from unlicensed taxis and
  outside street ATMs
• Street clashes occasionally erupt between rival
  drug gangs with innocent bystanders caught in
  crossfires

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Or Russia (Moscow)

• Major Events
• 2002 - Theatre siege
• 2004 - Suicide bombings
• 2004 - Metro bombing
• 2004 Beslan School Hostage Crisis

• Outward Appearances
• Dazzling wealth
• Glitzy shops
• Conspicuous consumerism yet
• Attacks on ethnic and racial minorities
• Threats/barriers to business associates

• Result of activity
• Tightened security
• Heavy police presence
• Private security guards
• Gated entrances to public buildings
• Police power to check ID and documentation

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Low Risk Spain - MadridNot considered a
dangerous place
11 March 2004 terrorist attacks 191 people died Series of bombs exploded simultaneously on commuter trains heading toward the mainline train station in Atocha  

• Since the attacks.
• Madrid, the city has sobered
• Bombings produced a sense of solidarity
• Despite the brutality of the attacks, it has been
  business as usual
• No noticeable impact on the economy

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Or United Kingdom (London)

• United Kingdom, London, 7 July 2005
• Islamic terrorists detonated explosives
• Three Underground trains
• One "double-decker" bus
• Over 50 people died
• Several hundred were injured

• Two weeks later
• London transport system attacked again
• Second attack did not yield the same destructive
  results
• Attacks demonstrated the United Kingdom will
  remain a target for international terrorist
  organizations for the foreseeable future

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Security Threat Breakdown
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Background Drivers

• World is Flat
• Every business is international
• Risk Management capabilities for international
  travel and assignments
• Complex in that it entails business travel,
  proprietary and sensitive info, business
  operations, new or existing market expansion,
  etc.
• Organizations taking greater risk on emerging
  markets
• Enterprise-Wide Program
• Tendency is to focus on short-term fixes (which
  are more cost effective) rather than solutions

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Travel Risk Management Defined

• Travel Risk Management is a proactive, risk-based
  program that establishes a clear and sustainable
  framework for an organization to mitigate the
  various risks associated with international
  travel and assignments.

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Travel Risk Management Requirements
Best practice in travel risk management requires
the ability to

• Prepare your people for travel and preparing your
  organization to support them
• Tracking personnel and maintaining the capability
  to identify where they are at any point
• Informing staff and managers in a with
  situational updates on developing threats
• Advising with regionally focused, all hazards
  expertise
• Responding to emergency situations as they unfold

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Travel Risk Management Framework

• Key Components
• Key modules, established framework
• Governance, Planning and Training

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• Travel Risk Management Governance

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Travel Risk Management Governance (Track)

• GDS Independent
• Agency Independent
• Real-time Data
• Location, Risk, Event, Name and Date
  specific search criteria

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Travel Risk Management Governance (Track)

• Flexible data sorting, exporting
• 24x7 access via the Internet or telephone
• Access on a need to know basis

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Travel Risk Management Governance (Approvals)

• Collect Supplemental Trip Details
• Make informed decision
• Automated control of approval process for high
  risk travel
• POS delivery, capture High Risk Travel as it is
  booked

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Travel Risk Management Planning

• Key Components
• Key modules, established framework
• Governance, Planning and Training

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Travel Risk Management Planning

• 24 hr Alerts
• Proactive Notification
• Instant Assessment

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Travel Risk Management Communications

• Integrated Communication Module
• Contact Targeted Travel populations
• Multiple methods of communication

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Travel Risk Management Training

• Key Components
• Key modules, established framework
• Governance, Planning and Training

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Travel Risk Management Training

• POS Delivery
• Timely Information
• Destination Specific
• Passive Process, business as usual

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Travel Risk Management Development Process

• Doctrine (Policy Procedures)
• Process for Travel Risk Management
• Assess
• Design
• Implement
• Maintain
• Review
• On-Site Support

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Benefits Deliverables

• Auditing Compliance Process Improvement
• Operational Efficiencies Lean
• Travel Risk Management Duty of Care
• Business Enabler Vehicle for Successful Market
  Entry

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Case Study Lebanon Evacuation - July 2006
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12 July
Larnaca
Byblos
Events 12 July. Hezbollah militants attack an
Israeli army patrol on Israeli soil, killing
three and capturing two soldiers. Five other
Israeli soldiers die pursuing the militants.

• International SOS Activity
• Situation Update posted to Security Online site
• Early planning begins

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13 July
Larnaca
Events 13 July. Israel bombs the runways at
Rafik al-Hariri International Airport in South
Beirut. The Israeli Navy starts a sea blockade of
Lebanon. Twenty-four Palestinians die in Gaza
from Israeli military operations.
Byblos

• International SOS Activity
• International SOS posts Security Warning
  Notificationand emails to clients. Escalates to
  Alert later that day.
• Crisis Management Team stands by in London
• Incident Management Team (IMT) deployed to Syria

International SOS Security London Dubai deploy
to Damascus
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Case StudyLebanon Crisis July 2006

• Results
• 350 people safely evacuated from Beirut to
  Damascus
• 2 Charter flights coordinated for evacuees
• Charter flight and medical escorts provided to
  government evacuations from Larnaca
• Close liaison with clients and international
  agencies
• Appropriate risk assessment in all phases

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Case Study Peru Evacuation - July 2007
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Incident Overview

• Mon. 9 July International SOS forecasts civil
  unrest associated with a General Strike in Peru
• Wed. 11 July 48 Hour General Strike commences
  in Peru
• Thur. 12 July
• Peruvian President Alan Garcia visits Juliaca
  sparking intense protest activity
• Protests turn violent, rioting ensues, protestors
  seize the airport shutting down flight operations
• Two Members are trapped in Hotel Royal Inn in
  Juliaca
• International SOS receives call from Members

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• Primary Option
• Road Juliaca/Puno
• Hydrofoil Puno/Copa/ Huatajata
• Road Huatajata/La Paz

• Alternate Option
• Road Juliaca/Puno
• Road Puno/Desaguadero
• Road Desaguadero/La Paz

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Evacuation Timeline
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Outcome

• Evacuation
• Members safely evacuated from a highly volatile
  and dangerous situation
• Transported to the nearest international Safe
  Haven
• Logistic Support
• International SOS facilitated onward movements
• Communication
• Parent organizations kept informed
• Involved in the planning process throughout the
  incident

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Caucasus Crisis - August 2008
Azerbaijan
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Caucasus Crisis - August 2008

• August 8 - Russian troops enter South Ossetia,
  forcing Georgian security forces to retreat. The
  Russian move follows an attack by Georgian forces
  to regain control of the region.
• August 9 - Russian planes attack targets in
  Georgia - three military bases near Tbilisi, the
  Baku-Tbilisi-Ceyhan oil pipeline, port city of
  Poti. Reports of an air attack on town of Gori.
• August 10 - Russian aircraft on 10 August drop
  bomb around 200 meters from runaway at Tbilisi
  International Airport.

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Caucasus Crisis - August 2008

• August 10 - US Embassy authorizes departure of
  family members of staff from Georgia.
• August 11 - The advance of Russian troops into
  Georgian territory represents a significant
  development in Russia's campaign. The outcome is
  unpredictable.

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Caucasus Crisis - August 2008

• August 8 International SOS/Control Risks
  convene Crisis Management Team (CMT) in London
  Center.
• August 8 - Plans made to insert Incident
  Management Team (IMT) in Tbilisi.
• August 9 - First two IMT members depart for
  Tbilisi airport closed, so reroute via Baku,
  Azerbaijan and travel overland to Georgia,
  arriving August 10.

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Caucasus Crisis - August 2008

• August 9 Third IMT member departs U.S. for
  Baku.
• August 11 First evacuee met at
  Georgia-Azerbaijan border by IMT member, placed
  in hired vehicle to Baku, IMT member joins
  colleagues in Tbilisi.

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Caucasus Crisis - August 2008

• August 10-15 - IMT operational at hotel in
  central Tbilisi, monitoring situation and
  maintaining close contact with clients in region.

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Caucasus Crisis - August 2008

• After Russia announced it was halting its
  military operations, and a cease-fire was agreed
  upon later in the week, remaining clients
  considering evacuating decided to remain.

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Caucasus Crisis - August 2008

• IMT conducts visits with and evaluation of
  security providers throughout Caucasus region (in
  Azerbaijan, Georgia and Armenia).

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• Questions?