the telstra approach to emergency management grant nicholson - director, network assurance and...
TRANSCRIPT
The Telstra approach to Emergency ManagementGrant Nicholson - Director, Network Assurance and OperationsFEBRUARY 2011
TELSTRA UNRESTRICTED
Emergency Management
2
February 2011
INCIDENT MANAGEMENT
Responsible for operational incident management:• active detection • communication • and restoration
This is for all Telstra's networks and associated products and services within prescribed Operational Level Agreements
Control, co-ordination and communication of: • High impacting customer
incidents • Network at risk• Essential services support• Stakeholder management
Preparation • Company wide
framework• Critical infrastructure
protection
Response• DISPLAN• Community support
Recovery• Network recovery• Customer disaster
relief
GLOBAL OPERATIONS CENTRE
MAJOR INCIDENT MANAGEMENT
EMERGENCY MANAGEMENT
TELSTRA UNRESTRICTED
Emergency Management
3
February 2011
GLOBAL OPERATIONS CENTRE• 24/7 monitoring and first
in fix of incidents across all Telstra networks
• Customer experience monitoring
• Incident management• Event management• Emergency services call tracing• Work with field groups to
establish restoration priorities during emergency incidents
TELSTRA UNRESTRICTED
Emergency Management
4
February 2011
EMERGENCY MANAGEMENT FRAMEWORK
Why?• Lessons learnt from
Cyclone Larry
What is it?• Company wide policy
with clearly defined accountabilities
STRATEGIC FUNCTIONS
TACTICAL FUNCTIONS
OPERATIONAL FUNCTIONS
FUNCTIONAL FRAMEWORK
TELSTRA UNRESTRICTED
Emergency Management
5
February 2011
TELSTRA’S EMERGENCY MANAGEMENT MODEL
GLOBAL OPERATIONS CENTRE
EMERGENCY SERVICES LIAISON OFFICER
REGIONAL EMERGENCY COUNCIL
INCIDENT MANAGEMENT TEAM
FIELD INCIDENT CENTRE
STATE MANAGED
RADIO
MAJORINCIDENT
MANAGEMENT
CORPORATECRISIS
MANAGEMENT
NET
WORK
OPER
ATIO
NS
SERVIC
E
DEL
IVER
Y
TRIP
LE
ZERO
CORPO
RATE
AFFAIR
S
TELS
TRA
BUSINES
S
NET
WORK
CONST
RUCTION
ENTE
RPRIS
ES &
GOVER
NM
ENT
CONSU
MER
&
COUN
TRY
WID
E
WHOLE
SALE
COM
MUN
ITY
INVES
TMEN
T
TELSTRA TELSTRA LIAISON
EXTERNAL TO TELSTRA
EMLOs
TELSTRA UNRESTRICTED
Emergency Management
6
February 2011
EMERGENCY MANAGEMENT PHASES• Policy planning• Seasonal planning• Imminent emergency
preparation• Impact/response• Recovery• Emergency review
RECOVERY
IMPACT/RESPONSE
SEASONALPREPARATION
IMMINENTPREPARATION
EMERGENCYREVIEW
POLICYPLANNING
TELSTRA UNRESTRICTED
Emergency Management
7
February 2011
EMERGENCY MANAGEMENT – A NATIONAL APPROACH
TROPICAL CYCLONE LARRY ‘06
‘BLACK SATURDAY’ VIC BUSHFIRES ‘09
QLD FLOODS ‘11 TROPICAL CYCLONE YASI ‘11
28,000 PSTN services impacted
8,000 PSTN services impacted
23,200 PSTN services impacted
94,000 PSTN services impacted
40 mobile base stations impacted
27 mobile base stations impacted
159 mobile base stations impacted
159 mobile base stations impacted
3000 ADSL services impacted
2700 ADSL services impacted
13,600 ADSL services impacted
32,000 ADSL services impacted
190 network sites lost mains power
40 network sites lost mains power
375 network sites lost mains power
680 network sites lost mains power
40 portable generators deployed
53 portable generators deployed
70 portable generators deployed
110 portable generators
104 red zones 43 red zones 450 red zones 268 red zones
TELSTRA UNRESTRICTED
Emergency Management
8
February 2011
QUEENSLAND FLOODS 2011 - PREPARATION• Sandbagging of exchanges• Generators checked and refuelled• Resource planning• Communications plan established• Peak load workforce prepared
TELSTRA UNRESTRICTED
Emergency Management
9
February 2011
QUEENSLAND FLOODS 2011 - PREPARATIONBusiness Continuity• CBD sites evacuated during floods• Staff working from home• Contact Centres closed in Townsville
Power• Overall there was a loss of AC mains power to
680 network sites during Tropical Cyclone Yasi• 90 generators deployed to critical sites
Access• 450 exchange areas declared “Red Zones”
during floods• Road closures
Protecting the Core• Network redundancy tested• Critical infrastructure protection• Power and access
TELSTRA UNRESTRICTED
Emergency Management
10
February 2011
QUEENSLAND FLOODS – “TRIPLE 3” RECOVERY PLAN TARGET
<3 Days (Target):• Immediate short term service,
protecting the core• Focus on supporting Emergency Services
<3 Weeks (Target):• Temporary network restoration• Temporary repair of damaged infrastructure,
deployment of temporary network elements
<3 Months (Plan Objective): • Final infrastructure build• Physical permanent rebuild
of damaged network sites
TELSTRA UNRESTRICTED
Emergency Management
11
February 2011
DISPLAN TECHNOLOGIES
Mobile Exchange on Wheels (MEOW) • First of its kind in Australia • Provides urgent restoration
for fixed line services • 450 telephone services • 330 Broadband ADSL services
at speeds of up to 20Mbps• Installed at Kenmore during
the Queensland floods
TELSTRA UNRESTRICTED
Emergency Management
12
February 2011
DISPLAN TECHNOLOGIES
Cell on Wheels (COW)• Telstra designed and built• Supports the Next G® network,
allowing for simultaneous voice, video and data calls
• Provides rapid recovery of mobile network infrastructure
• COWs deployed at Hill End, Rocklea and Fairfield Gardens during the Queensland floods
TECK (Telstra Emergency Communications Kit)• W25 device operating over the
Next G® network that allows quick deployment of voice, fax and broadband services.
TELSTRA UNRESTRICTED
Emergency Management
13
February 2011
SUPPORTING EMERGENCY SERVICES• Telstra recognises that communications are critical for
emergency services for incident management capabilities• Telstra presence at the local and State Incident Control
Centre levels during Victorian floods and at the SDCC during Queensland floods and Tropical Cyclone Yasi
• Work with emergency services organisations via the Emergency Services Liaison Officers (ESLO) to assign priority to areas that require temporary coverage
• Search and recovery operations through the Lockyer Valley during the Queensland floods
TELSTRA UNRESTRICTED
Emergency Management
14
February 2011
TELSTRA’S EMERGENCY CONTACTS
Telstra’s ESLOs can support the communications requirements for emergency agencies by coordinating requests for: • identification and preparation of
infrastructure at risk • additional products and services• priority fault management for critical
emergency and utilities sites• temporary and long-term restoration of
communication services • restriction of staff movement in an incident
area by applying• Go/No Go Zones (Red, Amber, Green) to a
field exchange area
TELSTRA UNRESTRICTED
Emergency Management
15
February 2011
TELSTRA ESLO CONTACTS
REGION NAME PHONE NO. MOBILE
Victoria Simon Parkinson (03) 8647 5568 0428 130 309
South Australia John Bannister (08) 8433 4382 0439 824 464
Tasmania Liam Doyle (03) 6212 8160 0408 449 915
Western Australia Wayne Lee (08) 622 45300 0429 109 966
Northern Territory Tim Leahy (08) 8433 4379 0417 769 875
ACT Morrie Butler 0418 201 740
New South Wales Steve Chadd (02) 8886 4032 0419 233 820
Queensland Craig Bartlett (07) 3455 0415 0428 541 411
TELSTRA UNRESTRICTED
Emergency Management
16
February 2011
QUESTIONS?