Visa Olympic Experience

Steve Vanhinsbergh

March 2012

Presentation Title / 19 April 2023 1

Visa Olympic Experience

History

Global payment services organisation

Owns Visa Brand and Global Processing Systems

• Has been a “TOP” Olympic Sponsor since Seoul 1988.

• World Wide Sponsor of Paralympic Games since 2002

• Contracted with IOC until 2020 (18 games)

Presentation Title / Olympic Experience 2

Visa Olympic Experience

Visa at Games time

• Visa Only Card Accepted on Olympic venues

– Including new payment methods i.e. cashless .

• Payment Services on Olympic venues

– POS Acceptance

– ATM Network

– Customer Service Network;

24/7 service to support Visa cardholders

• Hospitality Program

– VIP and Consumer

Approach

• Advance Trips to Venues

• Work with Local Organizing Committee

• Talk to Other Sponsors

• Use Local / Global Risk Consulting Companies

• Liaise with Government agencies (i.e.OSAC)

• Surf Open Source information

• Complete Venue Risk Assessment

Challenges

Incident Escalation

Communications

Decision Making

5

Third Party Vendors

London 2012 Structure

VE ExecutiveVE Executive

Operations and Logistics

Operations and Logistics

Legal/Ambush Marketing

Legal/Ambush Marketing

MarketingMarketing

LOCOG/IOC Relations

LOCOG/IOC Relations

Client/VI ExecutiveClient/VI Executive

Media OfficeMedia Office

VE Business IntelVE Business Intel

Planning and Intelligence

Planning and Intelligence Guest ExperienceGuest Experience Communications and

External Parties

Communications and External Parties

Team Visa AthletesTeam Visa Athletes

Client/VE ExecutiveClient/VE Executive

27 February 2012/v18

Consumer VEConsumer VE

Global SecurityGlobal Security

Team 2012Team 2012

Consumer VIConsumer VIVE Merchant PrgmsVE Merchant Prgms

VI Crisis MgmtVI Crisis Mgmt

Incident CommanderIncident CommanderVI ExecutiveVI Executive

VE Crisis MgmtVE Crisis Mgmt

Visa Europe CommsVisa Europe CommsPOS/NetworkPOS/Network

Logistics and StaffLogistics and Staff

Info Booths/GCASInfo Booths/GCAS

PrepaidPrepaid

Visa/Samsung Visa/Samsung

ATMATM

DRAFT

Incident Levels

A localized problem preventing a terminal being able to accept transactions, restrict support staff being able to adhere to SLAs

A life safety/facility incident that is limited in scope. Security and Safety is responsible for incident.

Examples would include a minor medical emergency, or a false fire alarm.

Managed through the Daily Task Force Meeting.

A.Where a trend or pattern of faults emerges (e.g. a number of terminals at one venue are unable to accept cards.Examples : Multiple terminals have had similar problems in processing card transactions

B.Potential issues will be investigated and if they are a common fault across multiple sites will be raised to issue status.Examples : One concession is experiencing problems accepting card payments

A life safety/facility incident that is moderate in scope. Crisis Management is responsible for the incident.

Examples would include a major medical emergency with staff or guest; any incident that would potentially close or close the office for a short period of time.

The Olympics IMT would conduct assessment on activation for Olympics related medical issues

VE IRT/CMT would assess and activate teams to manage office closure and business continuity activities

A.All terminals at a single venue are unable to process card transactions.

B.First Data host is unable to authorize card payments.

A life safety/facility incident that is SEVERE in scope.

Examples would include an incident that would close the office for an extended period of time, TBD

The Olympics IMT, VE IRT/CMT and VI CIMT would be activated.

All terminals at multiple venues are unable to process card transactions.

A life safety/facility incident that is CATASTROPHIC in nature.

The Olympics IMT, VE IRT and VI CIMT would be activated; the VE CMT and VI GCMT would be engaged for large business decisions.

7

Business Related Alert Conditions/Triggers Life Safety/Facility Alert Conditions/Triggers

“High Stakes” Issues – Examples

•Life safety/medical issues

• Issues that could jeopardize the operational success of the event

• Issues with high media visibility or reputational impacts

• Issues with significant financial impact

• Issues impacting Visa’s relationship with the guests, partners and stakeholders

• Issues impacting multi-venues and/or multi-functions

8

Games Readiness Exercises

Date Event Exercise Objectives

27 February7 March

Olympics IMT and VE CMT Training/Walkthrough

Roles and Responsibilities, authority, decision-making, and escalation protocols; walkthrough

TBDCritical Partner Training

Meet with all identified key vendors and conduct Visa specific incident management training

30 April

Olympics IMT and VE CMT Tabletop Exercise

Prior to test events – practice response to specific scenarios, escalation and communications

9 May)Test Event Debrief

Conduct a debrief from April 30 exercise and any key learning's from the test events

18 JulyOn-ground simulation exercise

Exercise decision-making and issue escalation/notifications and some partner communication flows

23-24 JulyCommunication Tools testing

Exercise the automated notification tools, manual call trees and satellite phones

9

Thank you