managing crisis through planning
TRANSCRIPT
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Disaster Preparedness
Managing Crisis Through Planning
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Iwatsu Overview
• Iwatsu Electric 75 years making communications systems
• Iwatsu Voice Networks local application software development
• Enterprise Communications Server (ECS) 1024 port CPE
• QuadFusion Technology SIP,H.323.,TDM,VOIP
• 250 North American dealers
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
• A 2006 AMR Research study showed that only 32% of businesses have a disaster preparedness plan in place.
• According to a Harris Interactive survey in 2004, 54% of executives from Fortune 1000 companies admitted to having a technology disruption because they weren’t adequately prepared.
• KPMG Risk Advisory Services and Continuity Insights Magazine conducted a 2005 survey that reported 43% of businesses damaged in a disaster close for good.
• In an AT&T survey in 2006 only 3 of 5 companies that have a disaster plan have tested it in the last 12 months.
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Crisis versus Disaster
• Crisis – A crucial or decisive point or situation; a turning point.
– Loose your T1/PRI/Power– Hackers– Server/Equipment failure
• Disaster - An occurrence causing widespread destruction and distress; a catastrophe– Flood– Terrorism – Pandemic
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Hackers and Equipment Failure
• More likely that risk will come from someone INSIDE your company!
– Internal controls, policies and procedures– Firewall – Anti-Virus/Anti-Spyware software– Backup data
• Fault Tolerant servers• Power Failure back-up• Redundant mission critical components
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
But What About Catastrophic Loss
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Disaster Recovery
• Disaster Plan– Where will you go?– How will you communicate?– How will your customers communicate with you– How will your vendors communicate with you– Who will answer your phones?
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Backup Alternate Location
Location 1 CPE Backup Location
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Hosted Services
• Iwatsu partners with Aizan for application based hosted services
• Reverse 911 / Mass notification
• IVR• Hosted 800• Automated Voice
Attendant ( overflow and backup)
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Safeguarding Assets
• Defining Assets– Data Equipment– Voice Equipment
–People
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Rita Evacuation
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
USA – Case Study
• Employees call in to IVR report whereabouts
• Use ID number to get job specific information
• Outbound calling contacts all 10000 employees in under 5 minutes
Employee Emergency Accountability Response System
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
•USA Requirements
• Communications to be effective, must be continuous, predictable and 360°
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
Testing the Plan
• A well designed plan has declining value if not exercised and tested as valid.
– Must be exercised frequently to ensure contact points are current
• Staff churn – vacations – role changes – illness
– Must be familiar to minimize “in-incident” training
– Must consider “event stress” • Family vs. Employer responsibilities –
nice to know the truth …– Decision protocols must reflect the urgency of the event
• Will they work?• Are there secondary communications required for
Share/Stakeholders?
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January 22-26, 2007• Ft Lauderdale Convention Center, Ft. Lauderdale, Florida
• Plan for crisis and disaster• It’s better to be prepared and not
need it, than to need it and not be prepared.
• We want you to be part of the 50% that recovers!
• Visit Iwatsu Booth 812