6400 clients including majority Australian Top 100
Over 86 languages spoken
Performed over 11,000 evacuations in 2004 - 1 person
every hour every day.
International SOS’ Alarm Centers
Taipei Philadelphia Johannesburg Bali Sydney Stuttgart Prague Moscow Madrid London Singapore Jakarta Paris Geneva Ho Chi Minh City Bangkok Yangon Kuala Lumpur New Delhi Seoul Tokyo Hanoi Manila Shanghai Beijing Hong Kong Auckland Abidjan Windhoek Gabarone
International SOS’ Regional Security Centers
What are the risks to travelers ?
Typical Risk Events Overseas
Security & Safety
Civil unrest & evacuation
- outpatient/clinic visit
- pandemic (SARS, Avian Flu)
- Tsunami, Typhoon, Earthquake, Flood
The likelihood &/or impact of these scenarios can be mitigated & avoided with the right RM tools – how are you doing it at your University ?
Direct financial costs
lost research productivity &
Disruption to business development
University reputation suffers
BD staff & researcher morale impacted
Short fall in Duty of Care/negligence
Why Universities must manage Traveler Risk
Security – Jakarta Aug 03 & Oct 04
Travelers caught in Marriott hotel or vicinity Australian Embassy - hotel provider security review ?
Traveler preparation & response training ?
Traveler morale ?
Business Continuity & Crisis Plans ?
Response at company head office
Locate & track travelers impacted ?
Why Was SARS different?
NO previous knowledge of the disease
NO effective treatment
NO reliable point of care diagnostic test
The uncertainty about SARS led to a huge increase in the level of concern in the general population, the media, and international business community.
This uncertainty is less now, but it is still not known if there is an animal reservoir, and if changing climatic conditions will favour another outbreak of SARS or Bird Flu will break out.
Disease outbreaks: SARS & Bird Flu
Tracking & locating missing persons
Medical & general assistance to those impacted
Business Continuity & crisis management planning
Information collation & dissemination
Liaison NGOs & local government
Company assistance policy
NATURAL DISASTER: TSUNAMI 2004
How to manage the risks – the International SOS solution
What must a University RM process provide ?
What must a University RM process NOT do ?
Subvert Faculty independence
Delay travel approvals and/or the authority to travel
Be perceived to over-ride academic autonomy
Disrupt the travel management company/agency relationship
SOS Travel Safe program A risk management framework that maximises appropriate duty of care and provides for the health, security and well being of University business & research student travellers.
SOS Travel Safe program - how it works
Guarantees all business travellers receive appropriate advice & preparation before deployment
While overseas they have 24/7 access to the latest security, health, cultural information, assistance & advice
While overseas they have 24/7 access to emergency response & support for security or health crises
When they return their experiences are incorporated into policy & process review
Travel Risk Management Process Travel booked via TMC Travel request considered internally Travel request approved Tickets issued Travel undertaken Checklist completed Access to AUTO ALERTS during travel Traveller accesses advice, clinics, medicines & emergency options High or extreme risk locations checked and referred back internally for detailed SOS brief Traveller receives latest risk advisory from SOS AUTOMATICALLY Access to emergency response support Access to evacuation Traveler itinerary captured in SOS Travel Locator Database AUTOMATICALLY Medical Record updated Certified ‘fit for travel’ vaccination advice SOS Member Card issued
Travel Itinerary captured
Travel Safe Guide
University Microsite Portal
Latest Online advice Situational Awareness
Security & Medical updates Online
before & during travel 24/7
Auto-email Security Notifications
Weekly Regional Security Forecast
Risk Ratings all countries
Vaccination advice & certification
Automatic Travel Advisories Automatically sent to the traveler by email once booking made Covers entire itinerary Commercial & balanced advice Customised content including security, medical, cultural & tips etc Determine frequency received Set a variety of business rules options Insert Message Notice
Travel Locator System Track, locate and respond
Captures itinerary & traveler info from University Travel provider or can be manually loaded/edited
Real-time tracking & locating of
Search name, country, date,
flight & hotel
Latest ALERT notifications
Hyperlink to Intl.SOS Online
Email link direct to travellers
Aggregate travel data into spreadsheet
Access by password or via Intl.SOS Alarm Centre
How Does It Work? Traveler books an international ticket. Travel agency/TMC sends “ Queue” to Intl.SOS SOS AUTO emails destination-specific travel advisory to traveler & itinerary Captured in Tracker database Data will generate Activity / Management Reports Send personalized vaccination recommendation if record is available. Link to SOS Online Information and Corporate Intranet.
Auto- ALERTS changing situations
24-hour worldwide medical & security information and assistance
Medically supervised repatriations
Dispatch of doctors or specialists
Pre-trip medical information
Hospital deposit guarantees
Repatriation of mortal remains
29 SOS Alarm Centers All SOS Alarm Centers are corporately owned and operated Globally integrated systems, procedures, & quality assurance
Medical Transportation Network
12 Air Ambulances
In-house Aeromedical Specialists
State-of-the-art mobile emergency equipment
Global Aviation Department secures flight paths and clearances
24-hour access to private & commercial aircraft
Worldwide network of escort doctors.
25 owned and operated by SOS
Offer international standards of care
Managed by international health care professionals with the support of well-trained local medical staff
Provide high level of both family practice medicine and emergency care
Provide effective and reliable support for delivery of emergency assistance services, 24 hours a day
Medical & Security email ALERTS
24/7 monitoring service
Sudden events notification
Emerging crises reports
Balanced advice for staff in-country or those about to travel
Link to Intl.SOS 24/7 Alarm Centre for support & advice to University crisis & risk management
SOS Global Security & Intelligence Services
Crisis Response and Evacuation
Online Information and Intelligence Services
Country Reports, City Guides
Access to 24/7 Security Hotline worldwide
Full Suite of Security Consulting Services
Crisis Management Planning
Remote Site Security Management
Specialized Intelligence Products
Training and Education
Security Evacuation Service
Security “Point to point” evacuation:
Detailed planning and evacuation coordination
Advice, planning and coordination assistance
Port of Departure support
In flight escort (as required)
International SOS Member Card Every hour of every day, we’re here to help. Company : ABC University Number : 02AMMS000006 Program : Comprehensive Membership Validity : 17 Oct 2005 TO 18 Oct 2006
Activation of Local Providers Trapped Staff Member – Phnom Penh Jan 03
Riot at Thai Embassy
Violence boils over
Businesses torched/crowd rampage
Confirmation of current situation (DA/Provider)
Immediate advice to staff member
Activation of local provider/securing staff member
Development of evacuation options
Coordination with Thai authorities
Crisis Decision Support Bombing – Jakarta Aug 03
Vehicle with 200kg mixed explosives detonates outside Salendra Restaurant at 12.45pm
12 Killed 148 injured
Suicide bomber used
Jemaah Islamiyah implicated
Managing Overseas Risks
Ultimately it is the University is responsible for ensuring that staff & research students are appropriately prepared & supported overseas
University responsibilities do not end when it comes to traveler safety and security.
The public and the courts will judge the University if an incident occurs