Microsoft Crisis and Disaster Management


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Microsoft Crisis and Disaster Management

  1. 1. Microsoft Crisis and Disaster Management People, Processes and Technology April 14, 2009 Claire Bonilla Michele Turner Senior Director Senior Manager Disaster Management Operations Enterprise Risk MICROSOFT® Enterprise Crisis Management
  2. 2. Presentation’s Agenda • Vision and Challenges in Disaster Management • Microsoft Enterprise Crisis Management • Focus Areas for Microsoft Disaster Response • Resources and contacts MICROSOFT® Enterprise Crisis Management 2
  3. 3. Microsoft Disaster Management Vision Help build resilient communities and reduce the consequences of disasters Technology innovation plays a major role in solving the toughest problems in today’s world MICROSOFT® Enterprise Crisis Management 3
  4. 4. State of Affairs In 2008, more than 235,000 deaths reported from natural disasters The cost of these crises totaled more than $181 billion NORTH AMERICA: LATIN AMERICA: ASIA-PACIFIC: EUROPE: • 2005 Hurricane Katrina: • April 2008 Brazil flooding: • May 2008 Burma cyclone: • 2003 heat wave: • 1,833 deaths • 190K people displaced • 138,366 deaths • 32,849 deaths • Infrastructure • $390M in damages • Massive infrastructure • $6.61B in destroyed • Aug 2007 Lima, Peru loss damages • $125B in damages earthquake: • $4B in damages • 1999 Izmit,,Turkey • 2007 California wildfires: • 519 deaths • May 2008 China earthquake: • 8 deaths • 52,891 homes earthquake: • 17,127 deaths destroyed • 87,476 deaths • 23,954 wounded • $2.8B in damages • $2B in damages • 15 million displaced • $20B in • 2008: Hurricane Gustav • 1998 Honduras and people damages and Ike: Nicaragua Hurricane • Massive infrastructure • 125 deaths Mitch: loss • $37B in damages • 17,932 deaths • Continued aftershocks • $4.78B in damages • $85B in damages MICROSOFT® Enterprise Crisis Management 4
  5. 5. Microsoft’s Commitment Response • Disaster & Crisis management is Preparedness Recovery core to our commitment to develop technology, tools and practices that can reduce the consequences of Prevention disasters • Through partnerships with leading organizations, we lend our global network and familiar technology to develop joint solutions to help make communities more resilient in disaster prevention, preparedness, response and recovery MICROSOFT® Enterprise Crisis Management 5
  6. 6. Crisis Management- Setting the Stage A "Crisis" is defined as*: • Any situation or incident that has the potential to significantly impact or destabilize an organization. • A crisis may have effects on the organization’s reputation, stakeholders, operational/business continuity, and finances. Crisis Management is defined as*: • An organization's strategic management actions for prevention, preparedness, response to and recovery from a crisis in an effective, timely manner, with the goal of avoiding or minimizing damage to the organization's core assets. MICROSOFT® Enterprise Crisis Management 6
  7. 7. Enterprise Crisis Management- Rationale We enable effective response, communication and mitigation of impacts to our organization through the development, delivering and driving of the enterprise crisis management framework. Method to Accomplish: • Collaboration with a cross CM- Planning Committee organizational team to develop and maintain action oriented and succinct plans that can be easily addressed in Crisis situations. OERM Governance US IMT Committee (Cross • Separation of Program Crisis Organizational) Governance (Operational ECM Management Guidelines) and Crisis Response Team Functions (ECM Plan). • With the Plan, establish an overarching framework for CM- Core Global Security Stakeholder management of a significant crisis Group that may potentially impact the life safety, operations or reputation of Microsoft. MICROSOFT® Enterprise Crisis Management 7
  8. 8. Enterprise Crisis Management – Incident and Crisis Classifications Classification and Description Examples Minor - An irregular event with low to Normal product complaints, small moderate risk to people, property fire, limited power outage, suspicious and/or business operations. package, local infrastructure damage Level 1 (LOCAL) The Crisis Mgmt structure is based on a tiered (bridge collapse), etc. Impact to single facility or community approach to address local, regional and and may, or may not, require response by external agencies (e.g., police, fire). corporate wide incidents. This level is considered to be a Contained Incident – i.e. there are controls in place to respond to an irregularity, and the business unit • and/or community is expected to Local- Level 1: Needed to manage and cope. execute the response activities at the scene Significant - An irregular event with Large fire, bomb threat, multiple or Level 2 (AREA/REGIONAL) of a crisis, including evacuation, employee moderate to significant risks to serious product complaints, people, property and/or business earthquake with no injuries or safety procedures, and initial coordination operations. permanent structural damage, of emergency personnel. Single or multiple facilities and/or significant PR impact. business/economic stakeholders may be impacted with a response by more than one Microsoft organization and a • Regional- Level 2: Needed to manage, response by external agencies usually required. This could be considered an coordinate and execute the response Uncontained Incident – i.e. controls have failed or are failing to cope. activities across multiple locations within an Region or Subsidiary. Major - A critical event that may Major natural disaster, terrorism dramatically impact the Area’s event, workplace violence, civil Level 3 (CORPORATE) profitability, reputation, or ability to unrest, threat to Microsoft public operate, with potential enterprise-wide image. • Corporate- Level 3: Needed to manage, implications. coordinate and execute the response Multiple facilities/sites are likely to be impacted with response by multiple activities across the enterprise. Microsoft organizations required. This could be considered a Crisis – i.e. the incident is impacting the wider organization and extraordinary resources are required to manage impact. MICROSOFT® Enterprise Crisis Management 8
  9. 9. Enterprise Crisis Management – Notification and Escalation SLT CMT • Initial calls go through Global Security Operations Corporate Center (GSOC) for routing and classification of Incident U.S. IMT Management (IM) level (for CM and EBCM events). • Based on determination, the event will either reside with Region REGION IMT the US IM team for management and coordination or be escalated to the CM team. LOCAL IMT BCT/BRT DRT ERT/IRT MDR Local MICROSOFT® Enterprise Crisis Management 9
  10. 10. Enterprise Crisis Management – Phased Approach • Understand scenarios • Establish watch criteria • Use early warning signals Watch • Perform audits • Provide training • Review Root Cause • Communicate • Update Process • Communicate • Inform Stakeholders Close Mobilize • Initiate management During process A Crisis • Communicate • Isolate situation • Prioritize recovery Stabilize Assess • Remove threat • Treat damage • Analyze impact • Communicate • Communicate MICROSOFT® Enterprise Crisis Management 10
  11. 11. Tools for Success ACTION INFORMATION  W1 W2 W3 W4 WATCH W5 W6 • Member Action Guides M1 M2 M3 MOBILIZE M4 • E-Sponder Collaboration M5 Tool M6 A1 A2 A3 • Knowledge Transfer A4 ASSESS A5 Sessions A6 S1 S2 • S3 Exercises STABILIZE S4 S5 S6 • Clear Rhythm of the D1 D2 Business D3 D4 CLOSE D5 D6 MICROSOFT® Enterprise Crisis Management 11
  12. 12. Enterprise Pandemic Planning  A Pandemic is viewed as a communicable (infectious) disease outbreak that occurs over a wide geographic area and affects a high proportion of the human population.  30%-40% of the workforce impacted over a period of 12 -15 months.  Business Impacts include:  Bandwidth considerations due to telecommuting.  Routine supply and delivery chains are likely to be disrupted to some degree. MICROSOFT® Enterprise Crisis Management 12
  13. 13. Enterprise Pandemic Planning (cont,) Caused by viruses that attack the respiratory tract such as the nose, throat and sometimes the lungs of humans. Symptoms usually last for about a week. Seasonal Flu/Influenza Pandemic Worldwide outbreak of a disease that occurs when a new type of virus emerges in the human population. Group of many different influenza viruses that primarily affect birds, particularly water fowl. It usually causes only mild illness or no Avian Influenza illness in infected birds. MICROSOFT® Enterprise Crisis Management 13
  14. 14. Enterprise Pandemic Planning (cont,) • MS, in collaboration with ISOS, has • Example (s): developed a best Plan Optimizing Employee practice structure to Health address a Pandemic Sections • Business Continuity situation. Pandemic • Per Plan Section • Cross group Pandemic Team to Planning Triggers • In and Out of Affected Region manage a well rounded plan. Structure • Steps to Address • Engaged external Rationale • Ownership organizations to host National Pandemic Forum (2008). MICROSOFT® Enterprise Crisis Management 14
  15. 15. Our Mission Improve the disaster response capabilities of lead disaster response organizations, customers, and partners through use of Information and Communication Technology (ICT) solutions, expertise, partnerships and community involvement. MICROSOFT® Enterprise Crisis Management 15
  16. 16. First Public Responders Health Private Leadership Enterprise Lack of Increasing common interagency operational coordination / People picture impedes efficient complexity Process response Inter Governmental Organization Mapping / topography Difficult to identification is disseminate information quickly Critical outdated, slow and Infrastructure paper-based Nations Non-Governmental Organizations Citizens MICROSOFT® Enterprise Crisis Management 16 Technology
  17. 17. Microsoft Disaster Response Focus Areas Information and Communications Global Community Technology (ICT) Partnerships Involvement Leadership Utilize ICT solutions and Work with public, Help increase expertise to improve private and non- resources to response response organizations’ governmental organizations by disaster response organizations connecting citizens capabilities and assist worldwide to extend and employees to customers and partners the positive impact ICT donation and volunteer with business continuity in disaster response opportunities MICROSOFT® Enterprise Crisis Management 17
  18. 18. ICT Leadership Utilizing ICT solutions and expertise to improve response organizations’ disaster response capabilities and assist our customers and partners with business continuity efforts ICT Solutions for Governments, NGOs, and IGOs Provide solutions and services to enhance communication, foster collaboration and support situational analysis MSFT/ Partner ICT Consultant Online services solutions Partner solutions Business Continuity for Customers and Partners Provide free/limited duration IT offerings for business continuity and infrastructure support during disasters Temporary use of software/product key activation Access to Microsoft CSS Deployment of MCS resources MICROSOFT® Enterprise Crisis Management 18
  19. 19. Global Partnerships Working with companies, nonprofits and public-sector agencies to extend the positive impact of ICT in disaster response globally Public/Private Partnerships Partnering with governments, IGOs and NGOs to proactively build ICT solutions and engagement models Partnering with NetHope to enable NGOs to improve capacity/efficiency using ICT Supporting the ECB Project to establish online collaboration to conduct technology assessment Private Sector Partnerships Identifying areas to integrate resources to provide comprehensive solutions Participating in Information Technology Information Sharing and Analysis Center (IT-ISAC) Collaborating with hardware and wireless providers to equip mobile workstations MICROSOFT® Enterprise Crisis Management 19
  20. 20. Community Involvement Increasing resources to response organizations by connecting citizens and employees to donation and volunteer opportunities Providing Public Awareness Utilizing social media resources to promote public awareness and connecting people to volunteer and donation opportunities Windows Live services Empowering employees to volunteer and give Empowering employees to volunteer and contribute to community disaster response efforts Providing paid time off (three days internationally) or, in the U.S., $17 matching per employee volunteer hour to eligible organizations Matching employee financial donations 1 for 1 MICROSOFT® Enterprise Crisis Management 20
  21. 21. Microsoft Disaster Response Support Model Flexible and scalable team for delivering assistance to affected communities Subsidiary Subsidiary Response Team Area Front line of Microsoft disaster response Lead tactical response efforts Manage key relationships directly Corporate Area Response Team Provide supplemental support to subsidiary Supply additional resources Can be activated to assist in a moderate disaster Corporate Response Team Coordinate ICT offerings and resources Disaster Severity Levels Provide expertise to support the subsidiary and area teams Minor Moderate Major Can be activated to assist in a major disaster MICROSOFT® Enterprise Crisis Management 21
  22. 22. Resources For more information about Microsoft Disaster Response program or assistance with managing a response: • E-mail • Visit MICROSOFT® Enterprise Crisis Management 22
  23. 23. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION MICROSOFT® Enterprise Crisis Management