webex confidential 1 jan sysmans director business continuity solutions march 18, 2008 virtual...

WebEx Confidential1

Jan SysmansDirector Business Continuity Solutions • March 18, 2008

Virtual Emergency Operations Centers (VEOC)Putting virtual communications to work

2 WebEx Confidential

Agenda

• Disclosure and Credits

• Introduction

• VEOC

• Virtual Communications

• VEOC Software is more then virtual communications

• The Big Questions

• Overall Goal

• Extra Bonus


Disclosure


Credit Where Credit Is Due

• VEOC as an industry term has been defined by Regina Phelps, an internationally recognized expert in the field of emergency management and contingency planning.

• Regina is the founder of Emergency Management & Safety Solutions.


What is an Emergency Operation Center?

© Kansas City EOC -- www.kcmo.org/oem.nsf/web/eoc

A physical predetermined location designed to provide direction, exercise control and manage critical incidents.


Why Do Companies/Agencies Need an EOC

Command Control

Communication Collaboration Coordination

Consistency

Source: Regina Phelps


EOC Brings Together Planning & Coordination Of

Emergency Response

Disaster Recovery

Business Continuity

CrisisCommunications EOC



EOC Is Cross Functional

• Facilities and IT

• Safety

• Human Resources

• Finance

• Corporate Communications

• Sales

• Legal

• …


What If….

The EOC is closed

Your EOC members can’t get to the EOC

Pandemic situation requiressocial distancing

© NY Times

Some of your EOC members are remote


Virtual Emergency Operations Center

Takes the EOC business process

and moves it online


The Good, Bad and Ugly of a VEOC


Advantages of a VEOC

• No waiting

• Flexibility

• Location, location, location

• Redundancy

• Cost effective

• Efficient communication

• Timely resource deployment

• Safe in times of pandemic



Disadvantages of a VEOC

• Dependent on utilities

• Dependent on technology

• Requires a very well defined process

• Virtual communication and collaboration is different than in-person

• Ongoing training and familiarity with the VEOC tool is required



Word of Caution on VEOC

• A virtual EOC will not cure all ills.

• If your EOC processes and procedures were not well thought-out or well developed in the “real world,” the road to a virtual world will be fraught with obstacles.

• In other words, if the current EOC is a train-wreck, the virtual one will be a nightmare!



EOC

VEOC

Best of Both Worlds

WebEx Confidential16

Virtual (aka online) Communications


Where To Start, What To Use?


Different Components of Communications

• Synchronous Communications– Audio conferencing

– Video conferencing

– Web conferencing

– Instant messaging

– Employee notification

– EOC team notification

• Asynchronous Communications– Corporate communications

– Team rooms

– Document management systems

– Project management tools

– Executive dashboards

– Employee notification


Virtual Communications -- What To Look For?


Familiar and Used Daily

• No learning curve

• Part of business culture

• Pervasive

“Don’t give me a red or blue pen when I’m used to writing in a black pen”

-- CIO Arlington County


Access and Mobility

• Available even when corporate infrastructure is not

• Easy to deploy

• Internet access, phone line and VPN


Security, Reliability and Availability

• Independent Security Certifications – WebTrust, SAS-70 Type II, ISO,…

• End to End Encryption and Data Storage Policies

• Reliability and Scalability

• Availability and Global Reach


VEOC Software; Its Not Only Communications18 Ideal Features

1. Intuitive - minimal training.

2. Centralized command and control.

3. Messaging/communications function with tracking (notification system).

4. Secure data sharing over the Internet and other networks (LAN, WAN).

5. Event tracking and logging.

6. EOC plan check-off lists – automated checklists for all team positions.

7. Document response actions.

8. Resource management (with full database functionality).

9. Store multiple contact lists (employees, team members, critical vendors, key stakeholders).

10. Accessible via Internet, Intranet/VPN, wireless.

11. Able to restrict member participation as necessary.

12. Access to plans, maps, photographs.

13. Linking capability to access Internet sources for weather and event intelligence.

14. Hand-held compatibility.

15. Fully configurable and scalable (can grow and change with you).

16. Compatible with existing infrastructure, databases, software, and e-mail.

17. Status boards (static general board and team boards).

18. Able to accommodate Executive briefings.



VEOC Is Only A Part Of The BC Puzzle


The Big Questions

• Build or Buy

• Patchwork of standalone applications or Integrated solution

• On-premise or On-demand

• Custom application or Common application


Overall Goal Has To Be To…

…Transform Business Disruptions into Business-as-Usual™


Extra Bonus

Title: Telework FactsFormat: swfDouble-click to edit

WebEx Confidential28

Thank YouJan SysmansDirector Business Continuity Solutions Tel.: +1.408.566.7858 [email protected] www.webex.com/bcp

webex confidential 1 jan sysmans director business continuity solutions march 18, 2008 virtual...

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