Copyright © 2003 by Toigo Partners International LLC. All ...

Copyright © 2003 by Toigo Partners International LLC. All Rights Reserved.

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In the Early Hours In the Early Hours of a Crisis:of a Crisis:Planning an Planning an

Emergency ResponseEmergency Response

A Strategic BriefingBy Jon William ToigoManaging Principal USA

Toigo Partners International LLC


Overview and Introduction Overview and Introduction

• Welcome and ThanksWelcome and Thanks• Topics to be DiscussedTopics to be Discussed

–Anatomy of a CrisisAnatomy of a Crisis• Types of EmergenciesTypes of Emergencies• The Need for Advanced PlanningThe Need for Advanced Planning• Impact on RecoveryImpact on Recovery

–Elements of a Crisis Management PlanElements of a Crisis Management Plan–Best PracticesBest Practices

• Q&A Q&A

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Anatomy of a Cris is Anatomy of a Cris is• Definitions abound:Definitions abound:

–A crucial or decisive point or situation; a turning A crucial or decisive point or situation; a turning point. point.

–An unstable condition, as in political, social, or An unstable condition, as in political, social, or economic affairs, involving an impending abrupt or economic affairs, involving an impending abrupt or decisive change. decisive change.

–A sudden change in the course of a disease or A sudden change in the course of a disease or fever, toward either improvement or deterioration. fever, toward either improvement or deterioration.

–An emotionally stressful event or traumatic change An emotionally stressful event or traumatic change in a person's life. in a person's life.

–A point in a story or drama when a conflict reaches A point in a story or drama when a conflict reaches its highest tension and must be resolved. its highest tension and must be resolved.


Types of Emergencies Types of Emergencies

•Phased disasters Phased disasters (pre-event trigger)(pre-event trigger)–Hurricanes and weather eventsHurricanes and weather events–Civil unrestCivil unrest–Terrorist activityTerrorist activity

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Types of Emergencies Types of Emergencies

•Non-phased (event Non-phased (event trigger)trigger)–EarthquakesEarthquakes–Disgruntled employees or Disgruntled employees or

customerscustomers–Random equipment or application Random equipment or application

faultsfaults

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Facts of Life Facts of Life• ““Businesses denied their IT infrastructure for more than Businesses denied their IT infrastructure for more than

one week have a strong statistical probability of being one week have a strong statistical probability of being out of business within 2 years.”out of business within 2 years.”

University of Minnesota research c. 1989University of Minnesota research c. 1989

• Recovery Timeframes are getting shorter: The WTC Recovery Timeframes are getting shorter: The WTC bombing of 1993bombing of 1993–450 tenants450 tenants–147 non-recoverable147 non-recoverable–Out of business by 1994Out of business by 1994

• Bottom Line : Those who plan te nd to fare be tte r than Bottom Line : Those who plan te nd to fare be tte r than those who don’t.those who don’t.


Evolving Legal Mandate Evolving Legal Mandate

•Government seeking Government seeking continuity of critical industry continuity of critical industry infrastructure…infrastructure…• 1980s focused on banking, defense 1980s focused on banking, defense

contractingcontracting• 1990s focused on the environment 1990s focused on the environment

and job safetyand job safety• 2000s focus on healthcare 2000s focus on healthcare

information privacy and portability, information privacy and portability, homeland security, and corporate homeland security, and corporate governancegovernance

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?What is Cris is Management Planning ?What is Cris is Management Planning

•For our purposesFor our purposes–DRP is the systematic development of DRP is the systematic development of

strategies, procedures and capabilities for strategies, procedures and capabilities for responding to an emergency with potential responding to an emergency with potential to impact critical business operations to impact critical business operations adversely (e.g., a crisis)adversely (e.g., a crisis)

–CMP is planning for the continuity of CMP is planning for the continuity of command, control and communications in command, control and communications in the face of an unplanned interruption of the face of an unplanned interruption of normal business operations normal business operations


Key Elements of CMP Key Elements of CMP

PROGRAMPROGRAMINITIATIONINITIATION

PROACTIVEPROACTIVEMEASURESMEASURES

THREATTHREATASSESSMENTASSESSMENT

COMCOMMANAGEMENTMANAGEMENTPROTOCOLPROTOCOL

COMMAND/COMMAND/CONTROLCONTROLPROTOCOLSPROTOCOLS

TESTINGTESTING&&

CHANGECHANGEMGTMGT


1: CMP Phas e 1: CMP Phas e Project Initiation Project Initiation

A team approach…A team approach… Team leaderTeam leader Use of consultantsUse of consultants Project timeline and scopeProject timeline and scope Standards for information collectionStandards for information collection Roles for audit, legal and press relations Roles for audit, legal and press relations Security considerationsSecurity considerations

PROGRAMINITIATION


2: CMP Phas e 2: CMP Phas e Threat As s es sment Threat As s es sment

Identifying risks…Identifying risks… Reference DR planning processReference DR planning process External and internal threatsExternal and internal threats Organize by business processOrganize by business process Categorize and prioritizeCategorize and prioritize Construct scenarioConstruct scenario

THREATTHREATASSESSMENTASSESSMENT


3: CMP Phas e 3: CMP Phas e Proactive Meas ures Proactive Meas ures

Preventing avoidable crises…Preventing avoidable crises… Monitor DRP development and testingMonitor DRP development and testing Coordinate with local civil agenciesCoordinate with local civil agencies Threat monitoring and reportingThreat monitoring and reporting Pre-positioning assetsPre-positioning assets Safety measures for key personnelSafety measures for key personnel

PROACTIVEPROACTIVEMEASURESMEASURES


4: CMP Phas e 4: CMP Phas e Command & Control Command & Control

Protocols for…Protocols for… Emergency notificationEmergency notification Disaster declarationDisaster declaration Chain of commandChain of command Activation of Emergency Operations Activation of Emergency Operations

CenterCenter Situation assessmentSituation assessment Decision-making flowchartDecision-making flowchart COMMANDCOMMAND

&&CONTROLCONTROL


5: CMP Phas e 5: CMP Phas e Cris is Communications Cris is Communications

Information management…Information management… Communication with key suppliers, Communication with key suppliers,

partnerspartners Communication with customers and Communication with customers and

shareholdersshareholders Communication with staff and line Communication with staff and line

managementmanagement Communication with mediaCommunication with media COMCOM

MANAGEMENTMANAGEMENTPROTOCOLPROTOCOL


6: CMP Phas e 6: CMP Phas e Tes ting & Management Tes ting & Management

Keeping the capability up to date…Keeping the capability up to date… Regular testingRegular testing Plan auditsPlan audits Change management proceduresChange management procedures Policies on crisis managementPolicies on crisis management

TESTINGTESTING&&

CHANGECHANGEMGTMGT


:Bes t Practices :Bes t Practices Les s ons from the Trenches Les s ons from the Trenches

Coping with…•The impact of personal tragedy•The impact of poor communications

management•The impact of poor coordination with

civil emergency management•The impact of poor financial planning


Plan to Support Pers onnel with Plan to Support Pers onnel with Grief Couns e ling Grief Couns e ling

• 9/11 brought home need for on-the-scene 9/11 brought home need for on-the-scene and post-disaster grief counselingand post-disaster grief counseling–Impact on personnel productivity and DR plan Impact on personnel productivity and DR plan

executionexecution–On site and at home programs availableOn site and at home programs available–Provisioning in advanceProvisioning in advance

• Crises raise stress levels, severe crises can Crises raise stress levels, severe crises can produce PTSD – expect it and provide for it.produce PTSD – expect it and provide for it.


Poor Media Handling Poor Media Handling

•Post 1993 WTC attackPost 1993 WTC attack–Media communications center set up at Media communications center set up at

same site as Emergency Operations same site as Emergency Operations CenterCenter

–Whiteboard in background (CC numbers) Whiteboard in background (CC numbers) visible to CNN cameras visible to CNN cameras

–Recovery teams stopped for interviewsRecovery teams stopped for interviews•Lesson: Position media briefing Lesson: Position media briefing

location away from EOClocation away from EOC


Coordinate with Civilian Coordinate with CivilianAgenciesAgencies

• The lessons of Hurricane ElenaThe lessons of Hurricane Elena–Impact of storm on Tampa Bay minimalImpact of storm on Tampa Bay minimal–Telcom outage in Tallahassee: state emergency Telcom outage in Tallahassee: state emergency

management via TV and pay phone at “Krispy management via TV and pay phone at “Krispy Kreme” donut shopKreme” donut shop

–Cordon established around Hillsborough County: Cordon established around Hillsborough County: No crossing without proof of residencyNo crossing without proof of residency

–Delayed facility reentry by several daysDelayed facility reentry by several days• Get company IDs approved with local law Get company IDs approved with local law

enforcementenforcement


, . 1Financial Cons iderations Pt , . 1Financial Cons iderations Pt

• Fire at Canadian retailer headquartersFire at Canadian retailer headquarters–Disaster declared, plan activatedDisaster declared, plan activated–Trucks loaded with backup tapes and check stockTrucks loaded with backup tapes and check stock–Stopped at border for nearly two days: customs Stopped at border for nearly two days: customs

concerned about fraudconcerned about fraud• Understand legal aspects of emergency Understand legal aspects of emergency

operations and obtain advance approvals for operations and obtain advance approvals for financial instruments and other legal financial instruments and other legal documentsdocuments

• Ensure security requirements are observedEnsure security requirements are observed


. 2Financial Cons iderations Pt . 2Financial Cons iderations Pt

•Mass disaster events: Hurricane Mass disaster events: Hurricane AndrewAndrew–Price gouging with no operational ATMsPrice gouging with no operational ATMs–Storm damage affecting familiesStorm damage affecting families–Local supplies of consumables diminishedLocal supplies of consumables diminished

•Basket of dollars Basket of dollars •Provision for your peopleProvision for your people


Conclus ionConclus ion

•Crisis Management is not a scienceCrisis Management is not a science•Crisis Management is common-sense Crisis Management is common-sense

preparation in advance of an preparation in advance of an emergency that can help to prevent the emergency that can help to prevent the escalation of a crisis into a disasterescalation of a crisis into a disaster

• If you don’t have a plan in place today, If you don’t have a plan in place today, start one. start one.


?Ques tions?Ques tions


Audience Q&A Audience Q&A

Time for YOU to ask questions!Time for YOU to ask questions!

Jon is now taking que s tions from the audie nce on Jon is now taking que s tions from the audie nce on cris is manage me nt planning . Click the “Ask a cris is manage me nt planning . Click the “Ask a que s tion” button in the lowe r le ft s e ction of your que s tion” button in the lowe r le ft s e ction of your scre e n to submit a que s tion. s cre e n to submit a que s tion.


!Thanks!Thanks

A Cons umer Movement in Information Technology A Cons umer Movement in Information Technology 6, 2003.Was Launched at on May 6, 2003.Was Launched at on May

.Cons ider yours e lf invited .Cons ider yours e lf invited

. - . www it s ens e org. - . www it s ens e org •• . .www datains titute org . .www datains titute org

Actionable Information for IT Decision-Makers WorldwideActionable Information for IT Decision-Makers Worldwide Education, information, certification and empowermentEducation, information, certification and empowermentfor those who manage the organization’s most critical asset:for those who manage the organization’s most critical asset:

DATADATA


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