1 Copyright © 2014 PPM 2000 Inc. SINGAPRORE, AUGUST 2014 Denis O’Sullivan, CPP INCIDENT...

1 Copyright © 2014 PPM 2000 Inc.

SINGAPRORE, AUGUST 2014

Denis O’Sullivan, CPP

INCIDENT MANAGEMENT TECHNOLOGYCHALLENGES


1 2 3 4 5 6

INTRODUCTION

GENERAL REQUIREMENTS

MUST HAVE FUNCTIONALITY

SELLING YOUR VISION

TECHNOLOGY ADVANCES

Q & A

AGENDA


WHAT DOESINCIDENT MANAGEMENT MEAN TO YOU?


DEFINITION:

Incident:

An adverse non-operational event or happening that disrupts or otherwise negatively impacts an organization or business, and includes;

Any activity or service provided to employees or departments.


INCIDENT LIFE CYCLE


TECHNOLOGY ADVANCES

• Integration

• Convergence

• Mobility

• Workflow


INTEGRATION (PSIM)

- Dispatching- Incident & Activity

Management- Investigation/Case

Management- Reporting- Analysis- Workflow

DOCUMENT MANAGEMENT

VISITOR CONTROL

ACCESS CONTROL

FACILITY MANAGEMENT

ALARMS CCTV


CONVERGENCE - ENTERPRISE WIDE DEPLOYMENT

- Dispatching- Incident & Activity

Management- Investigation/Case

Management- Reporting- Analysis

LEGAL

RISKMANAGEMENT

IT

COMPLIANCE& AUDIT

SECURITY

HR

BRANDPROTECTION

SAFETY


MOBILITY – ACCESS FROM ANYWHERE


WORKFLOW: (AUTOMATED PROCESS CONTROL)

• Automate repetitive tasks

• Schedule assignments

• Timely notifications

• Manage processes


OTHER TECHNOLOGY CONSIDERATIONS

• Comprehensive search capability

• Audit Trail

• Use of data for evidentiary purposes

• Privacy regulations and legislation

• Off the shelf versus In-house


GENERAL REQUIREMENTS

• Dispatching

• Activity Tracking

• Incident Reporting

• Investigation Management

• Analysis


RESPOND

Know who’s available, nearby, and

can take the call.

DOCUMENT

Capture the complete chain of events.

MANAGE

Improve response times.

ESCALATE

Escalate to an incident for follow-up

and investigation.

DISPATCHING


DOCUMENT

Know who did what, including when,

and where.

MANAGE RESOURCES

Understand how your resources are

being used.

SERVICE REQUESTS

Record delivery of services.

AUTOMATE

Pull data from other systems.

ESCALATE

To incident and investigation.

ACTIVITY TRACKING


DOCUMENT

Who, what, when, where, how and how

much.

CONSISTENCY, ACCURACY &

RELIABILITY

Standardise your incident reporting

process.

IMPACT ASSESSMENT

Cost of loss or damage to brand.

KNOWLEGE BASED DECISION-

MAKING

Spot trends. Assess countermeasures.

Demonstrate ROI.

INCIDENT MANAGEMENT


MANAGE INVESTIGATIONS

Assign investigators.

STANDARDISE PROCESSES

Monitor workloads, assignments,

chain of custody, etc.

VISUAL ANALYSIS

Map relationships between data.

BUILD CASES

Consolidate related incidents and

investigations.

INVESTIGATION MANAGEMENT


ANALYSES


CUSTOMISATION

• Multiple levels of incident description

• Ability to rename and reposition field labels

• Ability to add fields

• Ability to hide fields and even whole forms

• Multi-language capability

• Maximum customisability without need to touch

source code


TECHNOLOGY CONSIDERATIONS

• Custom vs off the shelf

• SaaS vs on premise

• System security

• Latest technology

• Compatibility with other technologies

• Implementation project management

• Reputation and financial stability of vendor

• Privacy regulations and legislation


KEY BENEFITS

• Standardise processes

• Consolidate data

• Reduce the risk of litigation

• Deliver immediate answers

• Spot trends

• Make informed decisions

• Optimize performance

• Illustrate ROI


SET-UP & TRAINING

TRAININGOPTIONS

CONSULTINGSERVICES

CUSTOM PROJECTS

SOFTWARESUPPORT

DON’T FORGET PROFESSIONAL SERVICES


SELLING YOUR VISION

• Become business savvy

• Establish cooperative, non-threatening relationships with

the department heads that are open to sharing your vision

• Sell the CEO on why a Best in Class Incident Management

System is a profit center

• Own the technology and know how


CS - MICROSOFT

• More efficient incident management

• Empowering employees

• Respond better to people who threaten

employees

• Overall Incident Reduction as direct result of

trending analysis

• Ability to deliver quantifiable cost savings


CS – CAMBERRY CASINO

• Allowing controlled access to departments

outside security

• Consistency in data recording

• Photographic record of injuries resulting in

reduced workers compensation claims

• Storing of signed statements

• Discovering patterns and trends


CS – DELTA AIRLINES

• Multiple departments using same solution

• Data retrieval

• Direct access to data by senior management

• Mapping relationships in complicated

investigations

• Identifying patterns and trends


My contact details

[email protected]

1 Copyright © 2014 PPM 2000 Inc. SINGAPRORE, AUGUST 2014 Denis O’Sullivan, CPP INCIDENT...

Documents

Transcript of 1 Copyright © 2014 PPM 2000 Inc. SINGAPRORE, AUGUST 2014 Denis O’Sullivan, CPP INCIDENT...