BUSINESS CONTINUITY PLAN and. DISASTER RECOVERY PLAN for

Transcription

1 BUSINESS CONTINUITY PLAN and DISASTER RECOVERY PLAN for

2 Copyright Protection This AFRA Business Continuity Plan and Disaster recovery Plan, 2011, its variants and updated versions, is a product developed and owned by businescripts Pty Ltd. Copyright relates to the protection of intellectual ideas put in permanent form. The exclusive right to deal with this document falls under Part III of the Copyright Act 1968 (Clth). Only the owner of a copyright can deal with it. A person/s who unlawfully deals with a copyright work commits an offence and is liable to civil action by the copyright owner. Copyright protection for this document extends to the United Kingdom, Canada, South Africa, New Zealand and the United States via Australia s international copyright treaties with these countries. Disclaimer The information comprising the Workplace Management System (Manual, Forms, Notices, Checklists etc,) has been provided for general information only and made available without any express or implied warranty as to its accuracy or currency. This information is not intended to replace legal advice and isn t legal advice. businescripts Pty Ltd and AFRA accept no responsibility for the results of any actions taken on the basis of information provided, nor for the accuracy or completeness of any material contained herein. businescripts Pty Ltd and the Australian Furniture Removers Association (AFRA) expressly disclaims all and any liability and responsibility to any person or organization in respect of the consequences of anything done or omitted to be done by such person or organization in reliance, whether wholly or partially, upon the AFRA Business Continuity and Disaster Recovery Plan. Before relying on any information in this document users should seek confirmation from legal advisors or relevant statutory authorities as required.

3 Page3 Contents INTRODUCTION 4 DISASTER RECOVERY PLAN 6 PERSONNEL 6 PERSONNEL - FORMS 7 THE EMERGENCY PLANNING TEAM 8 SERVICE PROVIDER CONTACTS 9 FALL BACK AGENTS 11 EMPLOYEE EMERGENCY CONTACT INFORMATION 12 EVACUATION PLAN 13 EVACUATION PROCEDURE 14 EMERGENCY EVACUATION 15 DISASTER RECOVERY PLAN - BUILDINGS, EQUIPMENT, VEHICLES AND OTHER FACILITIES 16 BUILDINGS, EQUIPMENT, VEHICLES AND OTHER FACILITIES - FORMS 18 DISASTER RECOVERY PLAN - INFORMATION TECHNOLOGY (IT) 19 IT - FORMS 20 DISASTER RECOVERY PLAN TELECOMMUNICATIONS 21 TELECOMMUNICATIONS - FORMS 22 DISASTER RECOVERY PLAN - VITAL RECORDS 23 VITAL RECORDS - FORMS 24 CONTENTS DISASTER RECOVERY BOX/SATCHEL 25 BUSINESS CONTINUITY MANAGERS CHECKLIST - A 26 BUSINESS CONTINUITY MANAGERS CHECKLIST - B 27 BUSINESS CONTINUITY MANAGERS CHECKLIST - C 28

4 Page4 Introduction Business Disruption events can be categorized in two ways. 1. Interruptions These are normally temporary power or communication failures. These events are not usually long term and can be managed simply as part of the businesses normal operating procedures. 2. Disruption This occurs when normal operational management is suspended as a result of massive losses such as fire, flood, earthquake or cyclone. It can also be impacted by events such as a pandemic where the majority of staff are infected and are unable to work. The purpose of a Business Continuity Plan (BCP) is to prepare for the possibility of major disruption and form a plan and procedures to counteract the effects of a major disaster. There are also benefits for a business that has a BCP in place which:- a) will identify areas at risk before damage occurs b) will minimize the damage to a brand or business name by the company being able to continue to work with and for clients, subcontractors and staff. It will also help to protect any long term contracts with business partners such as Toll Transitions. c) If a plan is already in place when a disaster occurs, it will enable a business to make a cost effective and immediate response to demands that will inevitably be made on it. This may include a quick change to a new address but will ensure continuity in operation. Everything in a BCP is designed to assist the company take immediate action on extremely short notice in the event of a disaster occurring. The BCP is not the plan of what to do on the day of the emergency, although some aspects of this are covered within the body of the document, but more importantly how you get your business operating again within the 48 hour window before damaging losses can occur. While there are many methods in which to manage and plan Business Continuity Plans, this plan for the Removal Industry in Australia, is designed to be simple, easy to follow and not weighed down by information and superfluous material. It is not a full risk assessment of an actual disaster occurring, but a plan to have your business up and running within 48 hours of any catastrophic event. For a full explanation there are several websites that can give you this information Within the Removal Industry there are 5 essential business requirements that must be protected. a) People, staffing, contractors and clients b) Buildings and Facilities such as offices, depots and warehouses c) IT Hardware and Software d) Telecommunications - Telephones e) Vital Records These can all be affected by infrastructure damage that includes power outage, building inundation, building collapse, fire, etc Your BCP should include plans for the following five areas.

5 Page5 A) People i) Succession Plan - A prescribed plan of action to replace key staff if normal position holders are unavailable. This may involve understudies or people trained to take over at short notice within the organization. ii) Skilled Management Plan To make key information and any other knowledge required for identified understudies so they can assume the new role with as little lead time as possible. iii) An identification of the roles and responsibilities for designated people. iv) Insurance Look at insuring against the financial consequences of loss of key staff v) Payroll Procedures in place to pay your staff when you may have lost all data concerning their wages, hours worked, etc vi) Lists of contact details of all employees B) Buildings, Equipment and other Facilities i) Arrangements and procedures for relocating facilities ii) Agreements and activities required to transfer functions iii) Contractors How are you going to operate if one of your suppliers cannot supply you with an essential service iv) Administrative details such as spare IT equipment, stationery, manuals, key procedure manuals, storage of spare keys, spare mobile phones v) Documented procedures to support business facility recovery and restoration vi) Procedures for action when you are unable to access your property C) IT Hardware and Software i) Preventative controls such as robust systems and application designs, fault tolerant hardware, uninterruptible power supplies and monitoring facilities ii) Provision for backup processing services iii) Use of secure and fire proof in house storage facilities iv) Agreements and activities required to transfer to other locations v) Provision for back up processing facilities electronic and manual vi) Offsite storage of data and the ability to restore a backup onto another computer and records of your software key numbers so you can access your programs in alternative accommodation vii) viii) Availability of vendors who can supply replacement equipment at short notice Continuity of protection of sensitive documents such as personnel files and other classified information D) Telecommunications i) Support from essential staff to support business operation ii) Agreements with various suppliers iii) Can you activate an exchange based diversion of all your phones? E) Vital Records i) Procedures for recording where and what you have on consignment in the event you are unable to access any of your usual documentation such as Con notes, inventories and contracts. ii) All your software key numbers stored iii) Personnel Records are they safe and secure from inappropriate destruction The following five procedures are designed to help your business be in a position to take immediate action, during and after a catastrophic event to enable you to be back in business within 48 hours, protecting both your and your clients property and interests.

6 Page6 DISASTER RECOVERY PLAN Personnel In the unlikely event that a disaster occurs, the following systems are in place to protect our interests and those of our clients. 1. To manage staffing requirements during a disaster and in the following 48 hours, key staff members should be identified to lead the recovery effort. A list of these people with their contact numbers, job descriptions and the roles they will undertake, should be listed and stored within the backups and stored off site in a secure location. This list should also be kept in the Disaster recovery Box/Satchel. It is also important that all employees know who these key people are and how they can be contacted. 2. To further strengthen our staffing positions during a disaster, understudies or back up personnel will also be identified and listed and the information stored as above. Some training should also be given to these understudies to assist them in the event they will need to assume some responsibilities in a disaster. 3. This training should identify the systems knowledge required, job descriptions details and operating procedural manuals. This training should be conducted once a year and focus on the roles people will take during and after an emergency. 4. In the event of a catastrophic event requiring the evacuation of the business property, the normal evacuation plan should be followed, roll call taken, visitors accounted for. Once this is completed and where required, transport should be organised to get employees to their homes where possible. In the event of widespread destruction, the company will endeavour to provide food, water and money. 5. Provision should be made for the payment of employees to continue regardless of the disaster. In the event that all records have been destroyed, arrangements should be made to have funds electronically transferred into employee bank accounts. It is suggested that the amount should be the same as that paid the week prior to the disaster. Any shortfall in amounts paid should be reimbursed at a time in the future where normal working conditions have been restored. 6. In the event that a supplier or contractor is unable to fulfil their obligations to you, either through business failure, suspension or any other catastrophic event, a list of fall back agents and suppliers will be maintained and agreements maintained on file and stored in a secure place. 7. Items contained in an Emergency Recovery Box/Satchel kept off site should contain Spare Keys, spare mobile phone and charger, Software Product Key Numbers, Contact book, bank details, personnel next of kin files, Job Descriptions, a copy of this plan, and Operations Manuals required for those assuming a Disaster Recovery Plan leadership role.

7 Page7 PERSONNEL - FORMS The following person is our business continuity crisis manager Alternative Position If the business continuity crisis manager is unable to take control, the following person will succeed in management The following person is our back up business continuity crisis manager Alternative Position The following location will be our business continuity crisis centre in the event we are unable to operate from our normal business address Business Address Alternative

8 Page8 The Emergency Planning Team Position Position Position Position Position

9 Page9 Service Provider Contacts Computer Hardware Computer Software Vehicle Hire Telecommunications Insurance Assessor Power Authority

10 Page10 Website Host Business Banking Manager State Emergency Services Salvage Operators Alternate Vehicle Hire Security Firm

11 Page11 Fall Back Agents Removal Services Removal Services Sub Contracting Driver Sub Contracting Driver Unpacking Services Unpacking Services

12 Page12 EMPLOYEE EMERGENCY CONTACT INFORMATION Each employee should be listed on this sheet. Add more sheets if required. Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number Next of Kin Phone/Mobile Number Phone Number

13 Page13 EVACUATION PLAN EVACUATION PLAN FOR The following disasters could impact our business:- Fire, flood, earthquake, cyclone, and pandemic. We have developed the following plans to enable us to take immediate action and plan for our disaster recovery. 1. We have located, copied and posted building and site maps. 2. Exits are clearly marked. 3. Evacuation practices will occur twice a year. A full evacuation plan is contained in our Work Place Management System Or (Insert Following evacuation Plan) The safety of our employees is mandatory and moving them out of harms way is our first priority. If transportation is required to effect this, every effort will be made to acquire vehicles to do this where at all possible. This may require the assistance of State Emergency Services (SES) personnel. Contact will be made with the SES as required. Emergency Phone Numbers Dial 000 for any emergency For non emergency contacts Police Fire Department SES

14 Page14 EVACUATION PROCEDURE Procedure on how to leave the workplace area quickly and safely. When you hear the evacuation signal or are aware of the need to evacuate the premises please abide by the following procedure: 1. React to any warning system as soon as it is deployed. In the event of a test, you will be notified before the warning system is activated. 2. In the event of a fire, notify the nearest Fire Warden or your Supervisor whoever is the closer, by whatever means possible. 3. Do not put yourself or other people in positions of danger. Safety of individuals is paramount. 4. Evacuate to the Assembly Area. (The designated point is 5. The Assembly Site Manager/Warden and the Alternative Manager are 6. Be sure to stay out of the way of emergency vehicles who will be attending the site 7. Account for all your workmates / non employees visiting the site under your direction and advise a Fire Warden or your Supervisor if anyone is missing. 8. Remain calm and wait at the assembly point for further instructions. You are not to return to the affected area under any circumstances. 9. The person responsible for issuing an all clear is

15 Page15 EMERGENCY EVACUATION What to do when evacuating a building. 1. Treat EVERY response to the evacuation alarm as it if is the real thing. 2. When alerted to evacuate the building, do so immediately. 3. Before leaving your work place, turn off machinery, heaters, electric fans, power points, and air-conditioning IF THE CONTROLS ARE IN YOUR LOCATION 4. If you are away from your area, move straight outside. Do NOT go back to you normal workstation. 5. Take only personal belongings you have with you. 6. NEVER go back for personal belongings if you have forgotten them, and do NOT go to your locker to collect them. 7. NEVER jump across desks or over containers or other obstacles. 8. Walk briskly, following proper walkways. 9. NEVER walk against the flow of other traffic. 10. NEVER go looking for work mates. Designated Wardens will make sure the whole area is cleared. 11. Follow your designated evacuation route to your main exit or alternative exit. 12. Once outside, go straight to your assembly area, and remain there until given further instructions by your Leading Hand. 13. NEVER go back inside unless authorised by the Emergency Co-ordinator. 14. Render any assistance asked for by your Evacuation Warden/s and obey any instructions given by them. 15. If any co worker has a disability that would prevent them from easily removing themselves from harms way, alert emergency service personnel immediately. Where possible, and if no danger to yourself, assist your co worker make their exit either in their wheelchair or by two people assisting by either carrying or supporting.

16 Page16 DISASTER RECOVERY PLAN Buildings, Equipment, Vehicles and Other Facilities In the event of a major disaster occurring such as a fire or a flood where buildings and client goods are destroyed the will need to take steps to minimise the risks to clients and to themselves. In order to protect ourselves from these events insurances for this purpose will be kept current and be reviewed annually to ensure the cover is sufficient. Procedure: 1. In the event of building destruction, the police department, insurance assessors, and any affected clients will be notified immediately. In the event of a disaster that requires a security presence on site at all times, our contracted security business will be asked to maintain a full time presence to preserve our premises. This is to prevent any looting, theft or other acts of vandalism and would be required where fire, earthquake or flood had damaged the buildings. When the buildings are vacated for any reason, the employee roll and visitor book will be removed by the person in charge of this item when they vacate. The names of all people who were in the building will then be read at the collecting point for evacuees to ensure all persons are out of the building. Further information on this procedure is listed under Fire Precautions. 2. Nothing will be disturbed until the police have conducted a thorough examination and the insurance assessors have completed their work. 3. Any clients who are affected will also be notified and invited to inspect any damage. They will be given insurance documentation to complete and offered any assistance that can be given. The client list should be maintained as part of the back up. 4. Upon completion of police and the insurance assessors inspection, and in agreement with the client, where their goods are involved, contractors will be contacted to remove all damaged beyond repair material. 5. Any goods that can be salvaged will be removed and repairs effected where possible. 6. In the event of a disruption to the Office facilities, temporary premises will be obtained and phones computers and printers will be connected to minimise inconvenience to clients and agents. It is quite acceptable that where necessary, working from home will constitute temporary premises. 7. In the event of computers being destroyed, back ups will be installed onto new machines in temporary premises so as to allow continuance of normal work. 8. All agents and clients will be notified of events and kept informed of the procedures that are in place to ensure a continuation of business activities. 9. Where vehicles have been affected, immediate efforts to secure Hire Vehicles should be made as required to facilitate the continued smooth operations of the business. Contact numbers for all hire companies should be contained within the documentation stored in the Disaster Recovery Box/Satchel.

17 Page Any vehicles that are salvageable will be serviced by a registered mechanic to ensure the safe working condition of the vehicles. 11. Where whiteboards are used in businesses to record the movements of uplifts and deliveries and the removal of these boards is impossible, and where it is possible to do so, take photographs of all vital information so these can be replicated when in the temporary new premises. 12. In the event that we are unable to access our property, efforts will be made to ensure the security of the buildings either by engaging a security company who is able to access the area or to inform the Emergency Services that our property requires safe guarding. It may also be possible to organise with the Emergency Services permission to gain access to the property to ascertain any damage, and secure vital documentation. 13. A temporary workplace will be established, if required, from home, until other offices can be secured. It would be expected that if our property is damaged by a catastrophic event, the neighbouring properties may also be in the same situation and offices may be impossible to obtain. While it is not expected that any such disaster will occur, in its unlikely event all necessary procedures according to State and Government laws will be carefully followed and all necessary steps taken to ensure this occurs. This company will work closely with police and insurance assessors in determining the cause and then take all reasonable measures to rectify the situation.

18 Page18 Buildings, Equipment, Vehicles and Other Facilities - FORMS List of Vehicles including forklifts Type Registration Number Location List of Drivers Licence Number

19 Page19 DISASTER RECOVERY PLAN Information Technology (IT) In the unlikely event that a disaster occurs, the following systems are in place to protect our interests and those of our clients. 1. Every day a backup of all business activity of the day will be conducted and this backup removed from the premises and stored off site in a secure location. 2. All software used by the will be a proven and robust system with current and reliable firewall and virus protection. 3. All hardware used by the will be fault tolerant and kept securely during every day operations 4. All software product key numbers will be recorded and kept in files both at the business premises and off site in a secure location. This should also be kept electronically and be part of the backed up material. 5. A list of computer contractors with their current contact names and numbers should be recorded in two sets of documents, one stored on site and one off site in a secure location. 6. A list of all Host Providers with their contact numbers should be held on file, backed up and stored off site so immediate access can be organised to maintain any web based information for the company. 7. Nominated employees should be identified and training conducted to ensure they are able to reinstall programs and backups onto new computers should the need arise.

20 Page20 IT - FORMS IT Business Continuity and Disaster recovery plan To Protect our computer hardware we will To protect our computer software we will If our computers are destroyed, we will use back up computers at the following location Back Up Procedures is responsible for backing up our critical records including payroll, accounting, inventories, consignment notes, waybills, personnel records, storage locations etc Back up records including a copy of this plan, site maps, client storage locations, orders, and vehicle movement tracking, insurance policies, bank account details, computer back ups and the Disaster Recovery Box/Satchel., are stored on site in Another set of back up records are stored at the following off site secure location Security computer PIN numbers are held in the Disaster Recovery Box/Satchel. If our accounting and payroll and time sheet records are destroyed, we will provide continuity in the following way. Every employee will continue to receive their wages according to the previous pay period rate. This payment will be direct deposited into employee bank accounts. If, when normal working conditions resume, a shortfall in wages has occurred, this will be made up in the next normal pay period.

21 Page21 DISASTER RECOVERY PLAN Telecommunications In the unlikely event that a disaster occurs, it is vital that all telecommunication avenues are maintained. This may be your only method in which to maintain and continue your business activity. 1. All phone systems should have exchange based diversion capabilities and triggers in place to activate automatically in an emergency. 2. You should ask your telephone provider to provide you with a plan on how they will continue to provide telecommunications during an emergency. All contact details and relevant phone numbers, and where possible, spare mobile phones should be stored off site in a secure location. 3. You should appoint and train key personnel to be responsible for communicating with all staff members during an emergency, and in the recovery phase. These personnel will be responsible for coordinating all communication between staff, operations and clients.

22 Page22 TELECOMMUNICATIONS - FORMS In the event that telecommunications are lost due to the emergency, the following steps will be taken. 1. The trigger to prompt our telecommunication provider to divert all office phones to the Business Disaster Crisis Manager will be 2. From this point, all employees will be alerted to their nominated after hours contact point (mobile/ etc) where these are held by employees, of any changes to communication methods. 3. All employee, contractor, suppliers contact details are held in this plan. 4. The Business Continuity Plan Manager is and is responsible for communicating with all employees, contractors and suppliers. 5. In the event of the Business Continuity Plan Manager being unavailable, the second in command is

23 Page23 DISASTER RECOVERY PLAN Vital Records In the unlikely event that a disaster occurs, the following systems are in place to protect our interests and those of our clients. Vital Records are those documents that record your day by day running within Operations. These include inventories, consignment notes, client information, storage records detailing each consignment location and contents. Vital records should also have a list of employee personal information, contact details, banking and wage information and time sheets. 1. If a vital record, as noted above, is stored within the software system, this information must be backed up every night and stored in a secure location off site. 2. Inventories and other documentation of recently received shipments or transit goods, must be recorded, either by photocopying or scanning and the information stored offsite in a secure place. 3. All current accounts on the computer system must be backed up every day and stored in a secure location, off site. If a manual accounting system is in use, a duplicate system must be updated on a daily basis and kept off site in a secure place. 4. All personnel records should be scanned and held within the software system and be part of the back up conducted every day and stored off site in a secure location. Personnel details should include name, address, next of kin, contact numbers for both, wage information, time sheets, banking details and licence documentation. 5. All vital records recorded manually should be help on site in fire proof filing cabinets.

24 Page24 VITAL RECORDS - FORMS The following is a list of our vital records and should be stored on the computer system back up as well as in the Disaster Recovery Box/Satchel. of Record Where stored Personnel Files Back Ups Employee Lists Supplier Contact Details Software Product Keys Insurance Policies Banking Details Accounting System Client Details and shipment records including inventories Evacuation Details This completed Business Recovery Plan

25 Page25 CONTENTS DISASTER RECOVERY BOX/SATCHEL It is advisable to have 2 identical Disaster Recovery Boxes/Satchels, one stored in an accessible place on site and one in a secure location off site. Where possible, the Disaster Recovery Box/Satchel should be uplifted and removed during the evacuation process. The person responsible for this is This following list is not exhaustive and you should customise it to suit your business operations. The Box/Satchel might contain 1. The Business Continuity Plan (this document) with your lists of contacts, employees and other vital information 2. List of employees and contact details including home and mobile phones, addresses, next of kin details including home and mobile phones, addresses 3. List of clients, their goods held in store or in transit and contact details 4. List of suppliers who will be needed in the recovery phase such as computer technicians, vehicle hire companies, insurance assessors, banking personnel, utility suppliers and all their contact details 5. Building site plan including location of gas, electricity and water shut off points. This will be essential during any potential recovery effort. 6. The evacuation plan 7. Stock and Equipment Inventory 8. Client goods lists, inventories and consignment notes 9. Job Descriptions and Business Operational Manuals 10. Insurance Details 11. Financial and banking information 12. Building construction details such as engineering plans and drawings, in the event a salvage operation needs to occur in a structurally damaged building 13. Local authority contact details SES, Police, Fire, Council 14. Any stationery required in the short term. While much of this material will be held in your computer files, the back up of this information is vital and should be contained in the disaster recovery Box/Satchel at a secure location off site. Equipment 1. Computer backup disks, USB memory sticks or flash drives 2. Software Product Key Numbers 3. Spare keys and security codes 4. Torch and spare batteries 5. Hazard and cordon tape 6. Message pads and flip chart 7. Marker pens for temporary signs if required 8. General stationery, pens, paper etc 9. Mobile phone with charger 10. Dust and toxic fumes masks 11. Disposable camera to record images such as the white board of current jobs

26 Page26 BUSINESS CONTINUITY MANAGERS CHECKLIST - A The following incident response plan could be helpful at the time of the emergency. This plan should be part of the business continuity crisis manager s paperwork. Incident Response Done Actions Taken Assessed the severity of the incident Sounded the alarm Recovered the Disaster Recovery Box/Satchel Recovered the current Visitors book Evacuated the site if necessary Accounted for all personnel Identified any injuries to personnel Given immediate assistance to those in need Alerted the Emergency Services Met with wardens at the evacuation area and signed off when all personnel accounted for Started an event diary Appointed a spokesperson to handle all communication between employees, and management Allocated more specific roles and responsibilities to manage employee safety Evacuated any injured while also ensuring the continued safety of other employees in the evacuation area. Meet with emergency personnel to organise safe evacuation of remaining staff Oversee evacuation Evaluate damage and make an assessment of the likely disruption Notify employees by previously arranged contact of work situation for coming days Organise any relief employees may require such as food, water, money Contact clients, suppliers, contractors

27 Page27 BUSINESS CONTINUITY MANAGERS CHECKLIST - B This is designed to assist in the response required in the aftermath of a catastrophic even Incident Recovery Checklist Done Actions Deactivated employees and resources as required Contact insurance assessors Make sure exchange based telecommunication diversions in place Acquired replacement computers Set up computers in temporary premises (possibly your home) Installed backups and operating procedures Contacted all staff and informed of situation Contacted all clients and informed of situation Contact available vehicle hire companies for replacement vehicles if required Arrange service of company vehicles not destroyed by the event Continue to manage any work in progress in unaffected areas Appoint employee to manage current work (Operations Manager) while Business Recovery Manager continues to monitor salvage efforts at affected premises Maintain calm This list is designed to assist your thought processes and focus the business on a recovery. You should design your recovery plan to be specific to your own business.

28 Page28 BUSINESS CONTINUITY MANAGERS CHECKLIST - C The following is a prioritised list of actions to be taken during a catastrophic emergency such as fire, flood, earthquake a What to grab list. Operation Staff in Charge Action Plan Employee Safety and evacuation Building security Disaster Recovery Box/Satchel preserved Computers salvaged wherever possible Vehicles moved if possible and safe to do so. The following is a prioritised list of critical operations we need to preserve to recover from a disaster Operation Staff in Charge Action Plan Computer Systems Telecommunications Drivers and Offsiders Other employees Vehicle availability Client goods in storage and in transit Insurance Assessors Current Orders