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Filmed report of a comprehensive contingency exercise at Dexia Bank Belgium by Ludo Jappens (Dexia)
 

Filmed report of a comprehensive contingency exercise at Dexia Bank Belgium by Ludo Jappens (Dexia)

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Seminar: Filmed report of a comprehensive contingency exercise at Dexia Bank Belgium by Ludo Jappens (Dexia) during Infosecurity.be 2011

Seminar: Filmed report of a comprehensive contingency exercise at Dexia Bank Belgium by Ludo Jappens (Dexia) during Infosecurity.be 2011

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    Filmed report of a comprehensive contingency exercise at Dexia Bank Belgium by Ludo Jappens (Dexia) Filmed report of a comprehensive contingency exercise at Dexia Bank Belgium by Ludo Jappens (Dexia) Presentation Transcript

    • Contingency Exercises at Dexia Integrating “Evacuation” – “Business Continuity” – “Crisis Mgt.” Ludo.Jappens MBCI Dexia Bank Belgium Ludo.Jappens@Dexia.com March 23rd 2011 - Brussels1
    • Agenda Contingency exercising at Dexia Bank The Dexia Crisis Mgt. framework Components of the Contingency & BC plan Actors vs. Volunteers Command Control Protocol, Scenario & Roles Data driven approach Awareness Campaign Base principles integrated exercises Filmed report major incident exercise Mgt. buy in - Reporting & KPIs2 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • The Dexia Crisis Mgt. Framework Crisis Mgt. Team CMT Board of Directors Strategic CCM (BoD) (most concerned member) What, Budget, Resources Corporate Crisis Mgr. members (representing the impact domains) Who, How, Tactical When, Where Professional BC actors Staff (coordination) (coordination) HR services BCPOperational HRRP CCP Business Execute Continuity DRP FCP Plan BCP Qualified volunteers Critical Business Activities: candidates 3 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Tactical actors vs. Operational volunteers Impact Tactical level Operational level domain Responsible professional staff Qualified volunteers Reception desk at evacuated buildingFacilities &Logistics Provisional (first period) First Intervention IDPBW/SIPPT Evacuation team “Flash point” Evacuation coordinator HR - Medical Services Medical support (1st aid)Human HR - Social Services PsychoSocial Relief IDPBW – SIPPT PsychoSocial After Care PsychoSocial preventionCommunications Communications Crisis Call Center operators 4 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Contingency plan – Command Control Internal crisis network Extended crisis network Strategic CCMTactical Facilities & Logistics Crisis Mgt. Government Crisis Mgt. Dexia Command Centre “Flash Evacuation Government point” coord. Astrid (Belgian emergency telephone network) Corporate Crisis Mgr. Dispatching (planned : no reception) 3 Reception desks (DT, GI, PA)5 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Protocols – Scenario & Roles Business Continuity Crisis Mgt Evacuation Very Critical evacuated building Business Activities (RTO 4H) Crisis Centre assembly point evacuated building Information Centre ? major incident Crisis Call Centre relocation places BCP Y registration pointsEvac. DT welcome placescoord (business restaurants)FlashPoint Firstinterv. PA GI Med OM P-S Martelaren Pl. Badge traces enable statistics & Martyres determination “missing persons” 6 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated exercises – Business Continuity (BS25999 - 2006) The BC Lifecycle Good Practice guidelines (2010) Business Continuity Coordinators Business Relocation Coordinators Business Impact Analysis (financial, human, operational impacts) Understanding the Organisation Internal vs. External Recovery Critical Business Activities Exercising, BCM RTO: 4H, 2D, 7 D, … Determining Maintaining Programme BCM & Auditing Management Strategy SI CritBusAct Developing and Implementing Persons a BCM Response Evacuation exercise BCP: Very Critical BA (4H) included7 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated exercises – Support tools BCP operators Staff members Physical accesses volunteers Orgunits (badges) BCP SAP Registration Snapshots ODBC evacuation time Access Business resumption Staff members saved at other bldg.print BCP reports, welcome relocated staff non registered persons KPIs8 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Awareness campaign - Directives (endorsed by BoD) Exercise frequency yearly, unannounced, minor incident but also 1 “major incident”. Confirmation transversal project group Coordination: ORM – BC & Crisis Management. Minimal content exercises: Evacuation, move to the assembly point, roll out coordination & communication structure (“vlampunt” & evacuation coordinator). Information center: registration staff members in welcome building (major crisis) or at the moment of return in the left building (minor) Start medical & psychosocial relief & crisis call center (technically) Activation crisis room in PA (primary) or DT (alternate) Fill in Business Continuity Plan roles (roll out = optional) Crisis Management training at Strategic & Tactical level Active participation member BoD Reporting to Board of Directors (ORM) & Labor Union- Commission Evacuation (IDPBW)9 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Awareness campaign - Evacuation leaflet Major incident BCP10 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Awareness campaign – Lexicon major concepts11 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Awareness campaign – Business Revue article12 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated exercises – Gradual implementation BCP Crisis Info Operational Increasing degree of complexity Very Mgt center volunteers CBA Building type Staff Timing Announ- Evac P-S Med CCC #floors members ced ? DT minor 3.300 April N Y - Registr. Y - - - 33 27 center active 2009 (post) Return to DT GI minor 1.300 June N Y - Registr. Y Y Y - 12 11 2009 Center active passive active dealing room Return to GI active PA minor 1.200 Sept N Y - Registr. Y Y Y - 12 21 Center active active active Return to PA 2009 active OM major 453 Nov 19 N Y Tacti- Registr. Y Y Y - 6 welcome 2009 cal + info active active active building teams DTNo data centers in working locations no combined DRP & BCP incidentSince 2010 : every building cluster once a yearMost recent exercice: 1st of March 2011 - major for GI13 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Awareness campaign - Filmed report Exercise OM & PA Sept/Nov 2009 Extended version (NL, FR, EN) 8 min.14 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated Exercises – Reporting & KPIs DT (1) 1. Identification Building Date Day Hour Period Type DT (33 floors) 07/05/2010 Friday 9:35 normal minor # persons SAP # persons % Occupation # BCP Business # wildcards # wildcards others In the building Units BCP 3.654 2.086 57 % 5 5 15 2 Exercise scope BCP PsychoSocial relief Medical relief Crisis call center Crisisroom & “triage” place technical (Tactical BCP only) Activated Activated Activated Activated Activated Positive Positive Positive Positive Positive 3. Evacuation statistics Detection time Time alert Decision time Communication End of return Provoked "building empty" work delay 9:15 9:32 17 min 10:03 11:00 285 man-days (cfr. remark 3) 96.615 € # “missing persons” First Intervention Team (FIT) - to examine: 234 (11,21%) (cfr. remark 2) # in the building 133 # available at evacuation: 82 # floors without FIT: 7 (cfr. remark 1)15 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated Exercises – Reporting & KPIs DT (2) 4. Business Continuity Plan statistics Dept # persons (C + A) # persons (C + A) # desks BCP time Very CBA Very CBA Very CBA to relocate in building DT Relocation places at relocation place Requirement 4H ! Payments (DT) 44 OM 41 (93%) 100 % 33 min Dexia Technology Services 136 PA 105 (77%) 90 % 45 min (DT) IT Development (DT) 168 GI 92 (55%) (remark 6) 100 % 1 u 16 min Dexia SA (DT) 17 OM 8 (47%) (remark 6) 100 % 40 min Dir Sales & Services (DT) 11 OM 6 (55%) (remark 6) 100 % NA (informed before alert) 5. Attention points and responsible departments 1. Floors without First Intervention Team (FIT) member IDPBW 2. There probably exist unregistered ways to leave the building or some gates only generate an input registration FACM 3. The decision time (since the first alert) is too long. To many FITs had to be called to get the appropriate intervention IDPBW 4. Two fire elevators on three were not working “as designed” IDPBW 5. Some (new) staff members of the reception desk did not have the right education to use the application BCP & CM 6. Too many candidates/alternates for the very critical business activities did not move to the relocation building, as required by the BC BCP & CM procedure. 7. The evacuation procedures are not sufficiently known by the staff of the branches (just moved to the DT building) BCP & CM + IDPBWW16 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated Exercises – Reporting & KPIs GI (1) 1. Identification Building Date Day Hour Period Type GI (12 fl.) 1/3/2011 Tuesday morning Normal major ( DT / PA) # persons SAP # persons % Occupation # BCP Business # wildcards # wildcards others In the building Units BCP 988 564 57 % 6 19 2 2 Scope – assessment exercise components BCP PsychoSocial Medical relief Crisis call center Crisis Crisis Mgt. relief & “triage” place communication Deployment BC plan Activated at GI, PA and DT Activated for GI Call list CCC operators at Astrid, broadcasts, Activated at wellcome for Very Crit at PA low visibility in PA & DT DT Intranet, (rem 5) buildings DT & PA 4 - good 4 - good 3 - average 4 - good 2 - poor 4 - good 3. Evacuation statistics Detection Time alert Decision "building empty“ Arrival wellcome End exerc. Staff at GI Provoked rem 6 time time Declare Major crisis buildings (DT&PA) (DT & PA) (return to GI) work delay 9:15 Broadcast 9:29 14 min 9.49 10.20 10.46 11.14 95 man-days 32.237 € Siren 9.36 (cfr. rem 2) (20 min.) (51 min.) (1 H 17 min) (1 H 45 min.) (minor 35 MD – 11.915 €) Registration Centre 4 - good First Intervention Team (FIT) 3 - average # “non-registered persons” - raw list: 108 (19 %) (cfr. remark 3, 7) # assigned to building GI 32 - reduced to 28 (5 %) with a post control # available at evacuation: 22 (69 %) but 17 (3 %) (non Dexia) impossible to identify # floors without FIT: 2 (cfr. remark 1)17 (probably because ongoing move that day) Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens
    • Integrated Exercises – Reporting & KPIs GI (2) 4. Business Continuity Plan statistics Dept # persons (C + A) # persons (C + A) # desks BCP time Very CBA Very CBA Very CBA to relocate in building GI Relocation place PA at relocation place Requirement 4H ! DBB-BSM (GI 01) 2 2 (100 %) 1/1 Call list 19 min – no operations DBB-CPPR (GI 10) 16 3 (19 %) (remark 4) 3/3 Call list 28 min - no operations DBB-CRM (GI 05/11) 15 4 (27 %) 3/3 Call list 28 min - no operations DIC (GI 00) 1 0 (0 %) 0/1 DBB-FMR (GI 07) 6 6 (100 %) 3/3 Call list 24 min - no operations DBB-OOFM (GI 03) 73 59 + 4 WC (86 %) 35 / 41 (rem 4) Call list 21 min - no operations DBB-TFM (GI 01) 45 19 + 15 WC (75 %) 21 / 21 CL 19 min + techn. deployment SG 5. Attention points and responsible departments 1. 2 Floors without First Intervention Team (FIT) member, possibly because of ongoing move Credits dept. IDPBW 2. The decision time (from the first alert to the final “go”) is too long (communication dispatching, FIT, evacuation Coordinator). IDPBW – FACM Review procedures by means of a structured walk-through. 3. Re-entry GI building through evacuation exits, interferes with registration centre goals ORM, FACM 4. Decreasing BCP awareness : BC actors did not go immediately to the relocation building. ORM In some cases it leads to very critical business activities that could not be filled in 5. Failure of both broadcasting & emergency signal systems, confusing the procedures and the triggering of consecutive actions. FACM Need for an Astrid telephone in the dispatching room (cost 6.000 €) to support communication with Evac. Coord & Crisis Mgr. 6. Cost-efficiency major crisis : goals can be achieved in a simulated minor incident exercise (with return) & structured walk-through exercise ORM 7. Registration centre: organisation at welcome building, 3 % of people (non Dexia) not identifiable, shift task to HR ? ORM – HRM - FACM18 Integrated Exercises (Contingency Planning & BCP) March 23rd 2011 Ludo Jappens