An integrated, systemic & flexible approach to managing travel risks for your University

1. An integrated, systemic & flexible approach to managing travel risks for your University AURIMS Annual Conference May 26 & 27 2005

2. Outline • Who is International SOS ? • What overseas risks are travelers exposed to ? • Explanation of the International SOS risk management process that will ensure maximum knowledge & mitigation of the risks

3. International SOS • Travel Risk Management programs for business travel • 24/7 Overseas advice & support • 24/7 Medical & Security Emergency Assistance • 24/7 Crisis Response • Evacuation & repatriation • Medical Clinics • Health Care Management

4. International SOS • World’s largest travel risk management & emergency assistance company established 1974 • Operates 24/7 globally from 29 Alarm Centres & offices in 50 countries • 4000 employees worldwide including 1000 Security Specialists, doctors, nurses, pharmacists, para-medics & aero-medical ER specialists • 6400 clients including majority Australian Top 100 • Over 86 languages spoken • Performed over 11,000 evacuations in 2004 - 1 person every hour every day.

5. International SOS Moscow London Prague Paris Stuttgart Beijing Geneva Seoul Philadelphia Madrid Tokyo Shanghai New Delhi Yangon Taipei Hong Kong Hanoi Bangkok Manila Ho Chi Minh City Kuala Lumpur Abidjan Singapore Bali Jakarta Gabarone Windhoek Sydney Johannesburg Auckland • International SOS’ Alarm Centers • International SOS’ Regional Security Centers

6. What are the risks to travelers ?

7. Typical Risk Events Overseas • Security & Safety • Crime • Terrorism • Civil unrest & evacuation • Medical - outpatient/clinic visit - hospitalization - evacuation - pandemic (SARS, Avian Flu) • Natural Disaster - 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 ?

8. Why Universities must manage Traveler Risk • Direct financial costs • under-insurance • lost research productivity & opportunities • Disruption to business development activity • Civil litigation Non-financial • University reputation suffers • BD staff & researcher morale impacted • Short fall in Duty of Care/negligence

9. Security– Jakarta Aug 03 & Oct 04 Impact • 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 ?

10. Disease outbreaks: SARS & Bird Flu • Why Was SARS different? • NO previous knowledge of the disease • NO vaccination • 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.

11. NATURAL DISASTER: TSUNAMI 2004 Impact • 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

12. How to manage the risks – the International SOS solution

13. What must a University RM process provide ?

14. 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 • Increase administration

15. 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.

16. 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

17. Travel Risk Management Process Travel request approved Tickets issued Travel undertaken Travel booked via TMC Travel request considered internally 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 Checklist completed Access to emergency response support Traveler itinerary captured in SOS Travel Locator Database AUTOMATICALLY Access to evacuation Access to AUTO ALERTS during travel SOS Member Card issued Certified ‘fit for travel’ vaccination advice Medical Record updated

18. Preparation • Intranet Portal • SOS Card • Travel Advisory • Travel Itinerary captured • Vaccinations • Travel Safe Guide

19. University Microsite Portal

20. Latest Online advice Situational Awareness Security & Medical updates Online before & during travel 24/7 Situation Updates Auto-email Security Notifications Country Guides City Guides Weekly Regional Security Forecast Traveler Tips Risk Ratings all countries Vaccination advice & certification Medical Records

21. 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

22. Travel Locator SystemTrack, locate and respond • Captures itinerary & traveler info from University Travel provider or can be manually loaded/edited • Real-time tracking & locating of travellers worldwide • Search name, country, date, flight & hotel • Latest ALERT notifications • Hyperlink to Intl.SOS Online • Email link direct to travellers • Management Reports • Aggregate travel data into spreadsheet • Access by password or via Intl.SOS Alarm Centre www.internationalsos.com

23. 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 Send personalized vaccination recommendation if record is available. Link to SOS Online Information and Corporate Intranet. Data will generate Activity / Management Reports

24. Overseas Support • Medical advice • Security advice • Auto- ALERTS changing situations • Clinic access • Evacuations

25. Global Support • 24-hour worldwide medical & security information and assistance • Emergency evacuations • Medically supervised repatriations • Doctor/hospital referrals • Dispatch of doctors or specialists • Prescription replacement • Pre-trip medical information • Hospital deposit guarantees • Repatriation of mortal remains

26. 29 SOS Alarm Centers All SOS Alarm Centers are corporately owned and operated Globally integrated systems, procedures, & quality assurance • Crisis Centers • Security Teams • Intelligence support • Aviation Units • Medical Personnel • Global Integration

27. 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.

28. International Clinics • 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

29. 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

30. SOS Global Security & Intelligence Services • Crisis Response and Evacuation • Online Information and Intelligence Services • Alerts/Updates • Travel Advisories • Country Reports, City Guides • Access to 24/7 Security Hotline worldwide • Full Suite of Security Consulting Services • Site Surveys • Crisis Management Planning • Remote Site Security Management • Specialized Intelligence Products • Training and Education

31. 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) • Reception support

32. International SOS Member Card Company : ABC University Number : 02AMMS000006 Program : Comprehensive Membership Validity : 17 Oct 2005 TO 18 Oct 2006 Every hour of every day, we’re here to help.

33. Activation of Local ProvidersTrapped Staff Member – Phnom Penh Jan 03 Background Media story Riot at Thai Embassy Violence boils over Businesses torched/crowd rampage SOS Response 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

34. Crisis Decision SupportBombing – Jakarta Aug 03 Background Vehicle with 200kg mixed explosives detonates outside Salendra Restaurant at 12.45pm 12 Killed 148 injured Suicide bomber used Jemaah Islamiyah implicated SOS Response Medical Security Online Integrated response

35. 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 • Sheraton Hotel attack March 2002 Karachi • Pacific Access Case 2003 PNG

36. Questions