Disaster Recovery Lessons Learned from Katrina

1. Disaster RecoveryLessons Learned from Katrina Gail Ann McCreary, CRM Mississippi Power Company

2. Before Katrina

3. August 29, 2005

4. Post - Katrina

5. Determined Priorities • Damage incurred • Business unit and function • Criticality to restoration effort • Building access issues

6. What We Did

7. The Plan…. • Identify records needing to be dried • Pack into boxes • Stage on pallets • Shrink wrap • Load into freezer truck

8. First Priorities • Substation Construction • Powerco • Plant Watson

9. Next Priorities • General Office • Balch & Bingham • Hancock Bank

10. Plan Changed • Downtown buildings had to be vacated • All dry records • All PCs, printers, phones • Employee personal effects • Undamaged furniture and modular • Office supplies • 400 employees

11. New Issues • Needed more boxes!!!! • Needed temporary office space for 400 employees • What to do with all the “stuff” • Employees still on storm duty • 2-3 weeks

12. Plan B DR would stay and pack dry records too • I did not have the manpower • DR was experienced • Had supply and manpower resources in place

13. Determined Numbering Scheme • Building ID • Floor number • Location number 202-101 = General Office 2nd floor cubicle #202 SI221-106 = G&SI 2nd floor location #221 842-102 = Hancock Bank 8th floor location #842

14. Hancock Bank • Building tenant • Doors locked • No security • Restoration efforts in process • Elevators out of service • Only one useable stairway • Crane vs. human chain

15. G&SI • Elevator “iffy” • Did have electricity and A/C • Only 33 employees

16. General Office • Coordinate with restoration activities • Only one elevator in service • Shared forklift • Entrances blocked • Dismantling modular furniture • Removed artwork

17. 7700+ Boxes

18. Back to “Normal”

19. Phase II • No storage in temporary offices • No file cabinets • Multiple temporary offices • Delivery issues • Palletized boxes not in order by location

20. Phase II • Employees would have to review • Coordinate with occupancy schedule • Named coordinators for each site • Small volumes delivered where possible

21. Options • Take • Destroy • Interim • Records center storage

22. Servicing Requests • Determined location number • Communicated location number and requested record(s) to DR • DR retrieved record(s) • Rushed through process • Returned via Fed Ex overnight

23. Lessons Learned - Disaster Recovery Process • Utilize document recovery contractor

24. Lessons Learned -Disaster Recovery Process • Utilize document recovery contractor • Understand the process

25. Lessons Learned - Disaster Recovery Process • Utilize document recovery contractor • Understand the process • Utilize multiple people

26. Lessons Learned - Disaster Recovery Process • Utilize document recovery contractor • Understand the process • Utilize multiple people • Work closely with contractor

27. Lessons Learned - Disaster Recovery Process • Utilize document recovery contractor • Understand the process • Utilize multiple people • Work closely with contractor • Walk-thru after packing completed

28. Lessons Learned - Disaster Recovery Process • Utilize document recovery contractor • Understand the process • Utilize multiple people • Work closely with contractor • Walk-thru after packing completed • Use floor plans for all buildings

29. Lessons Learned - Disaster Recovery Process • Utilize document recovery contractor • Understand the process • Utilize multiple people • Work closely with contractor • Walk-thru after packing completed • Use floor plans for all buildings • Document! Document! Document!

30. Lessons Learned - Disaster Recovery Process • Business continuity plan needed

31. Lessons Learned - Disaster Recovery Process • Business continuity plan needed • Definition of vital records has changed

32. Lessons Learned - Disaster Recovery Process • Business continuity plan needed • Definition of vital records has changed • Need emergency contact numbers

33. Lessons Learned - Disaster Recovery Process • Business continuity plan needed • Definition of vital records has changed • Need emergency contact numbers • Post-critique

34. Lessons Learned - Personnel and Facilities • Get to know your Facilities department

35. Lessons Learned - Personnel and Facilities • Get to know your Facilities department • Employees’ personal items

36. Lessons Learned - Personnel and Facilities • Get to know your Facilities department • Employees’ personal items • No locked file cabinets or overheads

37. Lessons Learned - Personnel and Facilities • Get to know your Facilities department • Employees’ personal items • No locked file cabinets or overheads • Take office keys with you

38. Lessons Learned - Personnel and Facilities • Get to know your Facilities department • Employees’ personal items • No locked file cabinets or overheads • Take office keys with you • No critical or only copy records in disaster susceptible areas

39. Lessons Learned - Customer Service • Storm procedures not heeded

40. Lessons Learned - Customer Service • Storm procedures not heeded • Records preparation should be part of storm preparation and communications

41. Lessons Learned - Customer Service • Storm procedures not heeded • Records preparation should be part of storm preparation and communications • Files should be labeled / identified

42. Lessons Learned - Customer Service • Storm procedures not heeded • Records preparation should be part of storm preparation and communications • Files should be labeled / identified • Enforce corporate policies

43. Lessons Learned - Customer Service • Storm procedures not heeded • Records preparation should be part of storm preparation and communications • Files should be labeled / identified • Enforce corporate policies • People are stressed

44. Lessons Learned - Customer Service • Storm procedures not heeded • Records preparation should be part of storm preparation and communications • Files should be labeled / identified • Enforce corporate policies • People are stressed • Promote disaster preparedness and vital records protection

45. Silver Linings • Files were cleaned out

46. Silver Linings • Files were cleaned out • Inactive records sent to storage

47. Silver Linings • Files were cleaned out • Inactive records sent to storage • Destruction of expired and unnecessary records

48. Silver Linings • Files were cleaned out • Inactive records sent to storage • Destruction of expired and unnecessary records • Reduction in file volume

49. Silver Linings • Files were cleaned out • Inactive records sent to storage • Destruction of expired and unnecessary records • Reduction in file volume • New contacts with business units

50. Silver Linings • Files were cleaned out • Inactive records sent to storage • Destruction of expired and unnecessary records • Reduction in file volume • New contacts with business units • Multiple opportunities to promote RIM