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BUSINESS CONTINUITY 2014 Pre-Season Update
Philip WebbAVP Business Continuity and Project
Management
Business Continuity & Brand Promise2014 Hurricane Outlook
GTEs Preparedness
What have we Learned this Year
Updates
What’s NextAg
end
a
Resilience
Recovery
Contingency
1
2
3
Three Key Elements
Strategic Flywheel
SAFETY & SOUNDNESS
Robbery Fraud Intellectual Theft
Terrorism
Hurricane Fire Flood Lightning
MANMADE
Natural
Robbery
Fraud
Intellectual Theft
Terrorism
Hurricane
Fire
Flood
Lightning
MA
NM
AD
E
NATU
RA
L
2014 Hurricane Outlook
Colorado University 2014 Forecast:
1 Possible Major Hurricane3 Hurricanes
9 Tropical Storms
Hurricane Facts:
Hurricanes cause great devastation• They afford more forewarning• Greater preparation time
Hurricane watch• Is issued 48 hours in advance• Winds are in excess of 74 miles per hour
Hurricane warning• Issued 36 hours before expected landfall• 7 out of 22 GTE centers are located in an
evacuation zone
GTE’s Preparedness
Business Unit Plans Continuity Teams
Mass CommunicationRecovery and Restoration
ContingencyPlan
Bernini and Campari
They have a plan but….
February 28, 2014
An electrical pole catches fire at our headquarters
• Employees evacuate due to smoke in the elevator shaft
• We lost our communication line to PSCU• Our call center was unmanned• Communication with evacuated staff was
difficult
Actions taken
• A communication redundancy line was installed for PSCU• A redundant site for the call
center is being developed• A mass communication system
was created
Additions since 2013
Fire Drill First Aid &CPR Training
Cloud based B.C. Plans
Internal Mass Communication
What’s next
• Call center redundancy site• Mobile Financial Center
Getting Prepared…at least for this presentation
Business Continuity &
Brand Promise
Hurricane Overview
Tampa Bay Hurricane History
Hurricane Sandy: Lessons Learned
How is GTE Prepared?
Business Continuity & Brand Promise
• Unique mix of Competitive Value, Exceptional Service, and Complete Confidence
• Solutions and Delivery
Business Continuity & Brand Promise
Safety & Soundnes
sEnterprise
Risk
Engaged Employees
The Member
Experience
Engaged Members
Markets & Growth
Brand & CommunityEngagement
Strategic Differentiators
Vision: Members always experience the best value and service with complete confidence
Hurricane Overview
Hurricane Overview
Hurricane “season” runs June 1 to November 30September is the most active monthAverage Season: 9.6 Named Storms 5.9 Hurricanes 2.3 Major Hurricanes
Stats between 1950 – 2000
2012 Was the year Hurricane Sandy struck the Northeast
The 10 Most Expensive Hurricanes In US History
NameDamage
(in $B)Deaths Season Categor
y
Katrina $125.0 1,833 2005 5
Sandy $68.0 286 2012 3
Ike $37.5 195 2008 4
Wilma $29.3 23 2005 5
Andrew $26.5 65 1992 5
Ivan $23.3 124 2004 5
Irene $16.6 56 2011 3
Charley $15.1 40 2004 4
Rita $12.0 62 2005 5
Frances $9.9 49 2004 4
2014 Hurricane Forecast
10 Named Storms
5 Hurricanes
2 Intense
Hurricanes (Cat 3 – 5)
Tampa Bay Hurricane History
Tampa After Hurricane Jeanne: Bayshore & Downtown Tampa,
2004
Tampa After Hurricane Jeanne: Bayshore & Downtown Tampa,
2004
Tampa After Hurricane Jeanne: South Tampa, 2004
Tampa After Hurricane Jeanne: South Tampa, 2004
Storm Surge Models
Host location for the 2012
Republican National
Convention
Marriott Waterside:Downtown Tampa
Tampa General Hospital:Davis Island
Hillsborough River:Downtown Tampa
Hurricane Sandy: Lessons Learned
Sandy: Lessons Learned
Cash is King
Critical staff may not be available
Difficult to locate missing
personnel
Extended comm-unications outages
Lack of transportatio
n
Lack of access to restricted
areas
Lack of power/fuel for
generators
Extended infra-structure outages
Lack of identification for
members
Contaminated currency
Extended mail service
interruptions
How is GTE Prepared?
How is GTE Prepared?
Plan Elements
EMT will be updated on all tropical systems that may have potential impact to GTE’s footprint
Sufficient time will be given to allow employees to return home to gather loved ones and supplies before evacuating
Status updates will be provided via email, employee hotline, internal/external websites and local media
Marketing will manage all member-facing and external communications
Food, water and bedding for critical staff, loved ones and pets are included as part of plan
Closure & Evacuation
Infrastructure
Generators at Headquarters and 13
Financial Centers
Network failover site relocated to Jacksonville
Secondary failover installed for VOIP phone system
Support Recovery Services
Power
Space
Technology
Connectivity
BELFOR FIRE | SMOKE | WATER | WIND
Disaster Restoration Services
It’s About Being Ready!
Annual Hurricane Refresher Training
Emergency Contact “Wallet”
Cards
Internal/ External Websites (GTE
Ready)
Disaster Restoration
Service Providers
Call Center Back-up Crisis Communications
Dell AlertFind
Cloud Based Plans
The Value of Partnership…
Information sharingEmergency access for critical staff at “check points”Enhanced security for the HQ facilityFirst access to fuel deliveries to power emergency generators
GTE FCU has a strategic partnership with the City of Tampa.
Next Steps
Questions?