Singapore Telecommunications Ltd. Business Continuity Plan (BCP) Wilson Tan Deputy Director Business Development

Transcription

1 Singapore Telecommunications Ltd Avian Influenza Pandemic Business Continuity Plan (BCP) Wilson Tan Deputy Director Business Development SingTel

2 Agenda Managing g risks in an Uncertain Environment SingTel s Avian Influenza Pandemic BCP Plan SingTel s BCP Services

3 Most Common Disruptions More than one-fourth of companies have experienced a disruption in the last five years, averaging eight hours, or one business day. Hurricane Terrorism Lightning Hardware Software Tornado Civil Unrest Data Center Move Power Outage Flood Fire Earthquake Bomb Environment Network Miscellaneous Source: Comdisco Vulnerability Index

4 Companies are Becoming More Vulnerable Disasters are not more common, but enterprises are increasingly more vulnerable to them Increased dependency on technology infrastructure Increased dependency on partners; their disaster could quickly become your disaster Individual acts can have far reaching consequences Dependence on technology has created new disaster potentials In a de-regulated environment, there is greater competitive risk to downtime Mumbai Floods; Hurricane Katrina; Internet Exposure; Oklahoma City Federal Building; World Trade Center Attack

5 The Sudden and Unexpected Bombs exploded suddenly in CBD Your firm in CBD has been damaged Your staff have been evacuated You are trying to account for all your people Entire affected areas are cordoned off by police Transport system closed

6 The Threat that Looms and Grows Bird Flu Incubation period Incremental deterioration if NOT checked Preventive measures by Ministry i of Health Alert code to warn public Isolation Reduce human contact Buildings, offices and confined areas Longer timeframe to normality

7 Pandemic Alert Level Code Isolated cases of animal-to-human transmission Threat of human-to-human infection remains low Slight human-to-human transmission Small risk of it being imported here, has not resulted in sustained spread Evolves into human disease WHO confirms several outbreaks in 1 country, spreading other countries Death expected. Local confirmation of new cases Widespread infection Increase in deaths High death rates reported Economic activities are severely disrupted, as panic sweeps through the community Bird Flu SARS I n c r e a s e (2003) s Bubonic Plague ( ) *Information from MOH S e v e r i t y Low High

8 Agenda Managing g risks in an Uncertain Environment SingTel s Avian Influenza Pandemic BCP Plan SingTel s BCP Services

9 Brief Update (1/2) Management approved BCP on 6 Nov To date, trained over 300 Health Managers, 68 Special Operations Team, 20 security officers: Fever Drill Isolation, Evacuation and Decontamination procedures. Conducted two Dry Runs on Isolation, Evacuation and Decontamination procedures (21 Mar 07 and 24 April 07). Conducted Dry Run for Special Operations Team to base at Greenfield site (9 to 18 July 2007). Table Top Exercise with a Major Corporate Customer in July 2007.

10 Brief Update (2/2) Conducted Dry Run for Alternate Work Site arrangement for International Voice Business Unit in August Awarded Runner-up in Group Excellence for Business Continuity Management by Asia Business Continuity Award 2008 in Nov Work From Home Red Alert Dry Run conducted from 10 March to 13 March Designated staff from IS Plan, Network Interconnect and Network Planning were deployed to work from home with IS providing VPN Access. Reviewed and updated SIPBCP plans and contact list following lessons learnt from Dry Runs.

11 Structure of BCP Organise against 9 key functional units Identify key business activities at each alert level 107 BU Function Excel spreadsheets, policies i and processes are then contained in the SingTel Influenza Pandemic BCP

12 Special Operations Team Attend to work at hospitals, polyclinics Staff from field operations and outside plant Deployed at alert levels ORANGE, RED and BLACK Team of 34 Located at Greenfield site, with fit out catered for: Work Area - LAN, Broadband comms, PCs, Printers, Fax, work tables etc.. Rest Area Pantry, sofa beds, fridge, microwave, refreshment Wash Area - washing machine, bathing facilities, etc

13 Critical Info Communication Agencies & Equipment Critical Info communication agencies Services to key emergency organisations, e.g. Ministries, Embassies, Hospitals, Police, SCDF, SAF, etc Critical Info communication Equipment Network switches, International switches, Intelligent Network, data core network (Router, gateway), Cable systems, Satellite, Transmission equipment, Billing Server, etc

14 Brief Update AGENDA Approaches & Processes in Developing the BCP Structure BCP High Level View of Operations Green to Black Policies & Processes Influenza Pandemic Management Response

15 BCP High Level View of Operation GREEN Isolated external or local cases of animal-to-human transmission. Threat of human-to-human infection remains low. The disease, if any, is basically limited to animals Key Activities Company Normal operations Staff strength Current strength Set up BCP Determine the level of business activity of each business unit at each alert level. Identify critical functions Update staff contact details

16 BCP High Level View of Operation GREEN Plan for workforce diversity it Plan for alternative work location for all staff in ORANGE Plan for separate location for staff serving high risk setting Home working requirements in RED and BLACK Identify essential suppliers/ contractors and stockpile requirements Set up HR policies covering leave, travel, compensation, PPE, anti-virals etc. Identify and schedule training for Health Managers, security guards and staff serving high risk settings Plan for decontamination, isolation and evacuation procedures Identify cross training needs

17 BCP High Level View of Operation GREEN Identify critical info-communication agencies and equipment Set up work flow for managing orders of services in BLACK Identify and determine level of consumer operations at each alert level, e.g. * Hello! Stores * Customer Service hotlines Design and commence marketing of Pandemic Contingency Services (PCS) package Design and set up internal and external communication Set up Special Operations Team

18 BCP High Level View of Operation YELLOW Inefficient human-to-human transmissions of flu caused by a novel virus, requiring close and sustained contact to an index case Further spread can be prevented through public health measures to isolate cases and quarantine contacts Risk of import into Singapore elevated Isolated imported cases may occur but there is no sustained transmission Key Activities Company Normal operations Staff strength Current strength All business units to brief their staff of BCP requirements Prepare alternate worksite (to split workforce during ORANGE) Prepare separate location for Special Operations Team during ORANGE, RED and BLACK

19 BCP High Level View of Operation YELLOW Key Activities Cleaning Increase frequency of cleaning Face-to-face interaction Reduce face-to-face contact with external parties where possible PPE Issue PPE Temperature screening/ monitoring, travel history check, contact tracing Implement temperature screening and travel history check for visitors to SingTel properties Temperature monitoring for staff Travel and self-quarantine Implement travel and self-quarantine policies Pandemic Contingency Services package (PCS) Marketing of Pandemic Contingency Services package

20 BCP High Level View of Operation ORANGE Virus becoming increasingly better adapted to humans but may not yet be fully transmissible. ibl Larger clusters appear in one or two places outside Singapore Pandemic has not yet been declared. A cluster of cases may also occur in Singapore but human-to-human spread remains localised. Key Activities Company All business operations continue Expect some disruption to service levels Staff strength All staff continue to work from office locations Activate diversity in work locations Possible absenteeism of up to 30%

21 BCP High Level View of Operation ORANGE Face-to-face interaction Operate with minimum face-to-face contact between staff and staff, between staff and customers and with suppliers PPE and anti-virals i Check and restock where required Issue additional PPE where required Issue PPE and anti-viral to staff servicing high risk settings (e.g. hospitals, clinics) or staff serving hotspots Supplier / inventories Alert vendors, distributors and suppliers of SingTel s plans and requirements for RED and BLACK Stockpile equipment cards to support Critical Info-communication Agencies during BLACK (where necessary) Temperature screening/ monitoring, i travel history check, contract t tracing Continue with temperature screening for visitors Continue and increase frequency of temperature monitoring for staff Continue travel history check

22 BCP High Level View of Operation ORANGE Special Operations Team A selected team from Network to service high risk settings Activate separate location for Special Operations Team Refresh Special Operations Team of work requirements in RED and BLACK Review and update roster Information System Ensure availability of VPN gateway necessary to support staff working from home during RED and BLACK

23 BCP High Level View of Operation ORANGE Travel and self-quarantine Continue with travel and self-quarantine policy Sales and Marketing activities All sales and marketing activities to reduce All briefings, training, gatherings etc to scale down Sales channels All Hello! shops remain open at normal operating hours Pandemic Contingency Services Pack (PCS) No new sales in ORANGE All activation and provisioning to be completed in ORANGE

24 BCP High Level View of Operation RED There is a pronounced risk of acquiring the disease from the community. There is an increasing trend of mortality and morbidity rates among affected cases. Healthcare system is likely to be overwhelmed Key Activities Company Most business operations will continue on best-effort effort basis Deterioration of service levels - manage customer expectations Staff strength Possible absenteeism of up to 50% Some functions will have staff working at a SingTel premise (e.g. Network, Credit Mgmt, Hello! Shop staff etc) Other staff to Work from Home where possible or Stay at Home

25 BCP High Level View of Operation RED Face-to-face interaction Operate with minimum face-to-face contact between staff and staff, between staff and customers and with suppliers PPE and anti-virals Check and restock where required Continue to issue PPE and anti-viral to Special Operations Team or staff serving hotspots Self-Quarantine Continue self-quarantine policy Supplier/ inventories Alert vendors, distributors and suppliers on SingTel s plans and requirements for BLACK Stockpile equipment cards to support Critical Info-communication Agencies and maintain Critical Info-communication Equipment during BLACK

26 BCP High Level View of Operation RED Overseas travel Cease non-critical overseas travel Sales and marketing activities Reduce all sales and marketing activities Cease all briefings, training, gatherings etc Sales channels 4 regional Hello! Stores to open (out of 10): Comcentre, Westmall, Tampines Mall, Causeway Point Pandemic Contingency Services Pack (PCS) No new orders, provisioning or activation for PCS Other services On best-effort basis

27 BCP High Level View of Operation RED Special Operations Team A selected group from Network continue to service high risk settings Maintain separate location for Special Operations Team Refresh Special Operations Team of work requirements in BLACK Review and update roster Information System Activate t VPN gateway necessary to support staff working from home during RED and BLACK

28 BCP High Level View of Operation BLACK High rates of severe disease and deaths. Emergency measures implemented to bring the situation under control. Healthcare and social support systems are overwhelmed by the pandemic. Economic activities are severely disrupted. Key Activities Company Support Critical Info-Communication Agencies & maintain i Info-Communication Equipment Cease provisioning of telecommunication services to other customers Staff strength Only staff required to work at a SingTel premise will be physically mobilised All other staff either Work from Home or Stay at Home

29 BCP High Level View of Operation BLACK Face-to-face interaction No face-to-face contact with customers or external parties Overseas travel No overseas travel PPE and anti-virals Special Operations Team or staff serving customers in areas designated as pandemic hotspots will be provided with anti-virals Supplier/ inventories Monitor inventory level for network infrastructure and activate supplier if inventory is low

30 BCP High Level View of Operation BLACK Cease most sales and marketing activities Close all Hello! Shops Prepaid card top-up or transfer of Hi Card value via *1355, *1388 and remain available Maintain contact with corporate customers through remote access Customer Service Cease all hotlines operations, except police hotline Limited services available through IVR or / internet * Activate IDD, ICC, Call Forwarding * Termination of lost phone

31 Influenza Pandemic Management Influenza Pandemic Management Executive Committee CEO (Singapore) / Modelled on Crisis Management Team Management Organisation Leader of Influenza Pandemic Influenza Pandemic Management Team Networks Customer / Public Fronting Support Facilities Specialist Influenza Pandemic Coordinator (VP/HR) 12 Oct 2006

32 Influenza Pandemic Management Role Influenza Pandemic Management Executive Committee (IPMEC) Responsibilities and Functions 1. Overall responsibility for managing the Pandemic Event Influenza Pandemic Management Team (IPMT) Leader: CEO (Singapore) Key Members: Network Customer Fronting Support & Facilities Management Specialist CEO /(Singapore) / Leader 1. Lead the IPMT 2. Declare Pandemic Event 3. Determining priorities; 4. Determining the course of action, taking into account the nature of the Pandemic Event, resource availability, the specific plans and activities in the BCP Members Managing resources, including material, equipment, staff and funds; Coordinating the restoration and recovery phases with all business units, crisis s response se units and / or suppliers Coordinating the organisation's contact with outside authorities, e.g. emergency services, government, the media, customers and the general public; Providing advice and information within the organisation.

33 Influenza Pandemic Management Role Responsibilities and Functions Main Influenza Pandemic Response Units: Specific Responsibilities will be to manage & direct resources or manage communication with staff Influenza Pandemic Coordinator: VP (HR) Influenza Pandemic Management Support Team (CMST): HR Coordinating Unit for Influenza Pandemic Liaise with medical advisor, MOH, or the relevant agencies etc Conduct initial evaluation of risks arising from any notification from medical advisor, MOH, and also gets assessment from the medical advisor. Notifying and informing CEO (Singapore) of change in alert level(s) Assist, if necessary or where applicable, where CEO (Singapore) declares a Pandemic Event, eg convening the IPMT Continued coordination with CEO (Singapore), IPMT, medical advisor, MOH or the relevant till recovery is completed. Contact point with the Risk Management Committee Provides clerical / secretariat support to the Influenza Pandemic Management Executive Committee and Influenza Pandemic Management Team Assist the VP (HR) to convene the IPMEC and IPMT Receiving and despatching messages - by telephone, fax, Documenting and recording information Collating and displaying information.

34 Agenda Managing g risks in an Uncertain Environment SingTel s Avian Influenza Pandemic BCP Plan SingTel s BCP Services

35 SingTel s BCP Services DR - Physical Site DR Work Seats Off-site Backup & Recovery DR Voice Communication Emergency Activation & Response ISDN RODs Bizlive BGAN Crisis Conference DR Data Connectivity BGAN Tele-Commuting (Home Connect) Access DR - MPOP, MetroE, SN

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