The COOP Communications Plan

Transcription

1 The COOP Communications Plan (An Essential Element of Every COOP Plan) Mike Raber, CBCP, CBRM Situation Driven Telecommunication Requirements Normal Operations Contingency Operations High Service Availability Low POTS DSN FTS STU/STE VoIP Cellular Pager BlackBerry PED VoIP High COOP Event High Service Availability Low Priority Calling: GETS WPS TSP POTS DSN FTS STU/STE VoIP Emergency Comms: Emergency Alerts Call Forwarding -Way Hotline Satellite Phones Land Mobile Radio Cellular Pager BlackBerry PED VoIP High Telecommunications Need Telecommunications Need COOP Requirements NSPD-5 / HSPD-0, National Continuity Policy FPC 65, Federal Executive Branch Continuity of Operations NCS Directive -0, Telecommunications Operations DOD Directive 00.6, Defense Continuity Program (DCP) DOD Instruction 00.4, Defense Continuity Plan Development AR 500-, Army Continuity of Operations (COOP) Plans and Programs Policy SEC Rule 50, Business Continuity Plans Others make maximum use of information technology solutions to provide information to leaders and other users, facilitate decisionmaking, and issue orders and direction. Section 4.6, DODD 00.6

2 4 NCPIP: Key Components 5 NCS Directive -0, Telecommunications Operations Prescribes minimum requirements for continuity communications capabilities Applies to ALL Executive Departments and Agencies Requires continuity comms capability to support Essential Functions at: > Headquarters > Alternate Operating Facilities > In-Transit / Mobile Everyone needs Non-secure Telephone, Fax, Data, and , and GETS, WPS, and TSP 6

3 New Standard for Success Under President s Management Agenda (PMA) Scorecard: In order to maintain a Green score in Expanded E-Government, the Agency must have an agreed-upon plan to meet necessary communication requirements for Continuity of Operations and Continuity of Government activities. President s Management Agenda Attachment B, pg 8 7 Securities and Exchange Commission, Rule 50 Each plan must, at a minimum, address the following ten key areas: () Data back-up and recovery (hard copy and electronic); () All mission critical systems; () Financial and operational assessments; (4) Alternate communications between the member and its customers; (5) Alternate communications between the member and its employees; (6) Alternate physical location of employees; (7) Critical business constituent, bank, and counter-party impact; (8) Regulatory reporting; (9) Communications with regulators; and (0) How the member will assure customers prompt access to their funds and securities in the event that the member determines that it is unable to continue its business. 8 COOP Requirements Cross-Reference Telecom Requirements Accountability FPC 65 DODD 00.6 DODI 00.4 DAR 500- Activation and Relocation Alerts Alternate Operating Facilities Command and Control Communications and Interoperability Decision Process Lists/Rosters Notifications Personnel Relocation and Coordination Ops Recovery/Resumption Ops Reconstitution and Transition/Termination Tests, Training and Exercises (TT&E) Telecommuting 9

4 MEF Centric COOP Planning Intelligence and Information Analysis Research and Development Logistics Contracts, Procurement, and Acquisition Human Resource Management Strategic Planning and Policy Development Communications (Voice, Data, and Video) Information Technology Systems (Disaster Recovery) Examples of Mission Essential Functions (specific functions will vary based on individual organizations) 0 COOP Planning Cycle Program Management Risk Assessment Impact Analysis Strategy Development Plan Documentation Teams and Infrastructure Tests and Exercises Training and Awareness Maintenance and Evaluation Continuity Of Operations Program 5 4 COOP Plan(s) for Every Mission Essential Function MEF Centric COOP Planning MEF # MEF # MEF # MEF #4 MEF #5 MEF #6 7 8 Continuity. Risk Assessment. Impact Analysis 6 Of Operations Program. Strategy Development 4. Plan Documentation 5. Teams and Infrastructure 6. Tests and Exercises Training and Awareness 8. Maintenance and Evaluation SOLUTIONS 4

5 Improving Communications Redundancy/Survivability Review Critical Communications Processes Initiation (Who, Where, How, etc.) Receipt (Who, Where, How, etc.) Desired Outcome Identify Communications Requirements Location > Urban or Rural > Internal or External > Fixed or Mobile Type > Two-way ( people or conference call) > One-way (pushed or pulled) Options for Increasing Diversification Fixed Options > Public voice/data network (PSTN) > Virtual Private Network > Private voice/data network > Internet-Based ( , VOIP, etc.) Mobile Options > Public wide-area paging systems > Digital Private Mobile Radio > Citizens Band (CB) Radio > Satellite voice/data service > Private mobile radio (VHF, UHF, etc) > Data service enabled communicator > WiFi (wireless local area networks) > Wireless data networks Minimum Requirements for Continuity Communications Capability Category (NSPD-5 / HSPD 0) Telephones and Fax Non-secure Telephone Non-secure Fax Secure Telephone Secure Fax Basic Connectivity Unclassified Data Networks and Secret Top Secret / SCI Video Top Secret / SCI VTC Backup Top Secret / HF ALE Top Secret Satellite Telephone Top Secret Cellular Telephone Mobile / In-Transit Top Secret Satellite Telephone Top Secret UHF and/or VHF Priority Access and GETS Restoration WPS TSP 4 NCSD -0, Telecommunications Operations, Appendix A, Table 4 COOP Communications Plan Technical Solutions Process and Procedures Documentation Best Practices Training Exercises Toll Free Hotline Emergency Alerts Voice Continuity GETS WPS TSP 5 5

6 COOP Communications Center (C) Way Comms Information Hotline Emergency Alerts GETS Press # to: Press # to: Press # to: Contact agency personnel at any location and on any type of device using a telecommunications network that is designed to survive all COOP events. Listen to important messages and instructions from agency leadership and provide updates regarding personal status and contact information, or speak directly to EOC personnel. Send instantaneous emergency alert messages to all agency personnel on five voice and five text devices simultaneously, and receive real-time delivery confirmation. Press 4# to: Place a call using the Government Emergency Telecommunications Service (GETS). 6 C Menu Map DTSW (879) # - Voice Network Dial 0-digit Phone Number # - Call-by-Name Directory # - COOP Information Hotline 5-Digit Passcode # - Status Update from the Director # - Information for All Employees # - Emergency Alert 4-Digit PIN Operator Answers # - Instructions for COOP Personnel 4# - Instructions for Non-COOP Personnel 5# - Leave Status Update 4# - GETS # - Make a Call 6# - Speak to EOC Representative # - GETS Help Desk 7 Responding to an Emergency Alert Message BY VOICE DEVICE (LANDLINE OR CELL PHONE) BY TET DEVICE ( , SMS, OR PIN-to-PIN) Are you listening to the message Live or from Voice Mail? Voice Mail Live ) Listen to the entire message, including the reply options and: Press the number that corresponds to your response Hang up when done ) To repeat the message press the star key ) Call the COOP Information Hotline for more details Are you receiving the message by , SMS, or PIN-to-PIN? SMS or PIN ) Click on the REPLY button ) Enter only the number that corresponds to your response (see note below) ) Click on the SEND button 4) Call the COOP Information Hotline for more details ) Listen to the entire message, including all reply options and ) Call the COOP Info Hotline at DTSW (879) ) Press followed by the pound sign # 4) Enter the passcode, followed by the pound sign: # 5) Press 5 to provide your response and current status, or Press 6 to speak directly to an EOC representative ) Select REPLY (method varies depending on the device) ) Enter only the number that corresponds to your response ) Select SEND (method varies depending on the device) 4) Call the COOP Information Hotline for more details * * * PLEASE NOTE * * * Enter only the single digit ( ( through 5) that matches your response, without any punctuation or additional text 8 6

7 Calling the COOP Information Hotline Dial the COOP Communications Center (C): DTSW (879) After the C Main Menu begins, Press # CHECK-IN ROUTINE UPDATE To check-in and/or provide a routine update of your personal status: ) After the Hotline Menu message begins ) Press 5 for Option #5 ) After the tone, record your message 4) Press # and/or hang up when finished After the prompt, enter the passcode, followed by the pound sign: # URGENT COMMUNICATIONS LISTEN To listen to the outgoing message(s): After the Hotline Menu message begins, Press: for Option # Status Update from the Director for Option # Information for All Personnel for Option # Instructions for COOP Personnel 4 for Option #4 Instructions for non-coop Personnel For urgent communications, you can speak directly to an Emergency Operations Center (EOC) representative by: ) After the Hotline Menu message begins ) Press 6 for Option #6 ) An EOC representative will answer (if all lines are busy leave a message and/or try again) 4) Hang up when finished 9 Changing Call Forwarding Destination Numbers Open the web site: Login with the following information: ) Login ID: 0-digit phone number ) Password: 7-digit phone number Click on Activate My Service Change the destination phone number by selecting from an existing destination or adding a new destination Logout when finished 0 COOP Communications Exercise Event Description Time Comments # Larry Miller notified by higher authority 900 Simulated via Conference Call # Recording of outgoing CIH messages Completed in advance # Vince directed to send alert 905 Via Conference Call #4 Vince sends emergency alert 94 From home to all voice devices #5 Coordination with COOP staff Via Conference Call #6 #7 #8 Personnel respond to emergency alerts and call COOP Hotline. COOP staff follows up w/ select individuals 95 to 05 Raber/Jones establish interim EOC in Annapolis, MD using COOP Mobile IT Kit to conduct personnel accountability procedures #9 Vince receives accountability status 05 Called at home from EOC #0 Vince reports to Larry Miller 06 # Larry Miller reports to higher authority Simulated # Secure from exercise 07 Message sent from EOC 7

8 Individual Results Name Home BlackBerry Cell-Personal Other Amy Jennaro xxxxxxx Amy xxxxxxx O'Brien Delivered (See Response) Andrew xxxxxxxx Robertson Delivered (No Response Chosen) Delivered (See Response) x Barbara xxxxxxx Moultrie Delivered (See Response) Bethany xxxxxx Kaplan Brian xxxx Lem Recipient Hung-up (during msg) Delivered (See Response) Catherine xxx Ng Catrina xxxxxx Boykin Cedric Jackson xxxxxxx Delivered (Called In) Christie xxxxxxxx Abramovic Delivered (No Response Chosen) Delivered (Called In) x Clem Ragster xxxxxxxxxxxx Junior Delivered (See Response) Cornelius Webb xxxxxx Recipient Hung-up (during msg) Delivered (On Duty) Cyrena Chatman xxxxxxxx Delivered (On Duty) Dale xxxxxxx Douglas Delivered (See Response) David xxxxxxx Vaughn No Answer Deon xxxxxx Price Donald xxxxxxxxxxx Winningham Delivered (See Response) Donna xxxxxxx Wilson Delivered (See Response) Doris Young xxxxxx Delivered (No Response Chosen) Dorothy xxxxxxxxx Mcclintock Delivered (See Response) Dorothy Wright Overall Results Acounted For: 6.05%. Notified: 5.79%.5 No Contact:.6%.0 TOTAL 00.00% Average Number of Devices Contacted Accountability Exercise (Actual Results) Elapsed Time (Logarithmic Scale) Response Rate Over Time 00.0 hrs.7 h 98% 0.0 hrs 9% 7. m.0 hrs 8%. m.6 m 0. hrs 7% 0.0 hrs % 0% 7% 5% 5% 50% 75% 78% 00% Response Rate Milestones 5% in.6 mins 50% in. mins 7% in 6 mins 75% in 7. mins 8% at hour 9% at hours 98% at 0 hours 00% at.7 hours 4 8

9 Conclusions, Observations, and Analysis +0:5 +0:7 #0: Vince Strahan #9: COOP staff calls #: Larry Miller calls calls Larry Miler #: Send Secure Vince Strahan and HQDA leadership and reports from Exercise reports accountability and reports DTS-W Accountability/ message status status COOP status Current procedures require us to make our first Accountability Report to ITA at T+ hours, and then provide an hourly update until 00% accounted for. At T+:5 we had accounted for 6% of personnel, but had notified an additional 6%. During actual emergency, we would have continued trying to reach staff not yet accounted for. After-Hours reporting procedures to ITA are not well defined. We should attempt to include HQDA leadership in next exercise so that Event # does not need to be simulated. The Exercise Complete message served as an effective wrap-up. 5 Num 4 Lessons Learned and Recommended Action Items Lessons Learned Need to establish closer coordination with higher echelons. Continuous, ongoing training programs required to accommodate personnel turnover. Do not currently have effective means for tracking personnel calling Options # - #4 of COOP Information Hotline. Proficiency in using communications tools degrades rapidly. Action Items Provide after-hours emergency contact information to appropriate authorities, and confirm after-hours reporting procedures. Develop and implement new training initiatives that focus on orientation program for new hires. Work with vendor to develop new tool. Ensure effective drills, training and exercise program. Use all means to educate users. 6 DTS-W Points of Contact Harold Vince Strahan Chief, Strategic Solutions Division Harold.Strahan@hqda.army.mil Mike Raber COOP Program Manager Michael.Raber@hqda.army.mil 7 9