Service First – Making Every Contact Count Te mea tuatahi: kia mau pai ki nga panga katoa

1. Service First –Making Every Contact Count Te mea tuatahi: kia mau pai ki nga panga katoa Govis Conference 2011 20 June 2011 Inspector Kieren Kortegast Centre Manager Police South Comms

2. Business Continuity Planning(Crisis Management) NZ Government Contact Centres Seminar. Presented by Inspector Kieren Kortegast Police South Communication Centre 10-11 April 2006

3. A BCP is designed (Emergency internally/externally) • To mitigate risk. • Restore functionality to pre-determined and acceptable level of service. • Give business confidence to Customers, Stakeholders & Staff. • The BCP does not purport to cover those expected variations/incidents that arise during your normal day to day business. E.g. sickness, Small scale equipment/system failure

4. Professional and relevant for task

5. WHAT DO YOU NEED ? • Have you a knowledgeable and enthusiastic BCP Manager, team? • Executive commitment & a BCP budget.? • Standard approach to risk measurement and management? • Workable BCP with commonality of approach / design and easily accessible? • Business recovery phase properly considered? • Regular reviews? • Staff trained, conversant and tested on BCP?

6. Key BCP risks • BCP fails due to lack of resource, Commitment, training, testing. (MCDEM) • Serious Injury or death/s • Loss of business credibility. • Public’s/stakeholders trust lost. • Staff trust in Department/building harmed. • Media spotlight

7. Earthquake Anywhere/anytime MCDEM National CD Exercises. Active and engaged organisations and participants.

8. Lessons learnt A reality check for NZ • This is not a 1 off event • She’ll be right attitude. (What might never happened, did.) • BC Plan. Relevant, robust, tested. Staff knowledgeable. (MCDEM national Ex. Table Top ex) • Partners – suppliers BCP’s. (1 gig geni – Cell sites) • Staff under stand roles and expectations (evac) • Basics. Secure cabinets – Monitors – Racks etc • Systems are backed up off site - DR (SNS) • Infrastructure – (power, water & sewerage) • Building fit for purpose: (Safety - Risk assessment)

9. Lessons learnt (2) • Sheer magnitude : Agencies slower to respond - ( 1100 + events backlogged – Roads Gridlock. Ran out of resources.) Resourcefulness) • Police and Fire Comms co-located • Whole of Govt disaster information system • Technology limitations – (Damage – runners) • Use staff in their area of knowledge • Communication with staff – (paramount –welfare check on other staff – Txt alerts using whispir platform. Building safe. Reduced shift hrs. flexible. ) • Evacuation Points -

10. ACTIONS • Be prepared. Plan for a major event. • Take action. Control your fear • Show leadership: Take control • Risk assessment • Staff reassurance • Put others before self • Debrief and learn

11. Table Top Exercises • In all crises staff communication is vital • Group discussion guided by a simulated disaster • Low stress, yet thorough, group problem solving • Participants in the main, filling their own normal day to day roles. • To provide participants with a unique insight in to the complications of a real crisis • Participants will discuss their responsibilities and how they would react to the Crisis situation to ensure that services are maintained. • Provide a clear understanding of the response and recovery strategy and BCP plan.

12. QUESTIONS