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Anglian Water: Organisational Resilience Strategy & Leadership

Discover how Anglian Water excels in organizational resilience, beyond just badges. Learn about their systems, strategies, and community support initiatives for maintaining resilience in the face of challenges.

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Anglian Water: Organisational Resilience Strategy & Leadership

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  1. Anglian Water ServicesAndy Kendall – Resilience Systems ManagerStuart Holman – Business Continuity ManagerOrganisational Resilience – value beyond the badge!

  2. Anglian Water! We’re the largest water and water recycling  company in England and Wales by geographic area.

  3. The numbers? • 4000 employees plus contractors • 6 Million domestic and commercial customers • Supplying 1.2 billion litres of water every dayacross an area of  27,500 square km. • Coastline alone covers over 1240 km. • Delivered through: • 37,876 km of water main • 75,931 km of sewers

  4. We have this?Say what you see!

  5. Anglian Water’s structure for organisational resilience Strategy & Leadership CULTURE CULTURE Organisation & People Assets & Processes Systems Suppliers & Services Local Authorities & Partners Customers & Communities CULTURE

  6. Most important?

  7. What?

  8. How? “the ability to bounce back from a negative experience, disruption or adverse event”.

  9. How?

  10. Event Support! • Customer Support Unit (CSU): • Dedicated mobile response vehicle • Employee command & control base • Focal point for customer / media enquiries • Kept in a state of deployment readiness • Incident Support Managers: • Volunteers providing vital customer link during events

  11. Business Resilience Management System Management System • Our system covers all aspects of organisational resilience beyond continuity including security, emergency planning plus training and exercising. External Assessment • First UK water and waste recycling company to achieve certification against the requirements of British Standard BS 25999 (Business Continuity) • Our system is externally assessed and currently certified against the requirements of ISO 22301:2012 (Societal Security / Business Continuity) • First LRQA client to complete transition from BS 25999 to ISO 22301 Certification Body • Lloyds Register of Quality Assurance (LRQA) • Leading UKAS accredited certification body • Partnership approach developed beyond compliance

  12. Why have Workplace Recovery? • If a disruption event prevents or restricts access to our main office facilities: • Planned response via individual Team Process Recovery Plans • Added layers of resilience • Reduces service interruption and customer impact • Critical business activities maintained (tolerable level) • Sufficient and robust IT and telephony capabilities • Delivered either: • Internally (Canwick, plus Hartlepool, other AW offices) • Externally (syndicated contract in place)

  13. Workplace Recovery Centres Internal External • Canwick WRC • 80 positions • Primary recovery for Enterprise House (OMC & Customer Services) • DSM WRC • DSM, Sibson, Peterborough • 280 positions

  14. Workplace Recovery Centres“its not always a disaster!” External Internal

  15. Stakeholders ‘BLUE LIGHT’ SERVICES OUR PARTNERS, UTILITIES & OTHERS REGULATORS LOCAL RESILIENCE FORUMS

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