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WebEx Confidential 1 Jan Sysmans Director Business Continuity Solutions March 18, 2008 Virtual Emergency Operations Centers (VEOC) Putting virtual communications to work
WebEx Confidential 2 Agenda Disclosure and Credits Introduction VEOC Virtual Communications VEOC Software is more then virtual communications The Big Questions Overall Goal Extra Bonus
WebEx Confidential 3 Disclosure
WebEx Confidential 4 Credit Where Credit Is Due VEOC as an industry term has been defined by Regina Phelps, an internationally recognized expert in the field of emergency management and contingency planning. Regina is the founder of Emergency Management & Safety Solutions.
WebEx Confidential 5 What is an Emergency Operation Center? © Kansas City EOC -- www.kcmo.org/oem.nsf/web/eocwww.kcmo.org/oem.nsf/web/eoc A physical predetermined location designed to provide direction, exercise control and manage critical incidents.
WebEx Confidential 6 Why Do Companies/Agencies Need an EOC CommandControl CommunicationCollaborationCoordination Consistency Source: Regina Phelps
WebEx Confidential 7 EOC Brings Together Planning & Coordination Of Emergency Response Disaster Recovery Business Continuity Crisis Communications EO C Source: Regina Phelps
WebEx Confidential 8 EOC Is Cross Functional Facilities and IT Safety Human Resources Finance Corporate Communications Sales Legal …
WebEx Confidential 9 What If…. The EOC is closed Your EOC members can’t get to the EOC Pandemic situation requires social distancing © NY Times Some of your EOC members are remote
WebEx Confidential 10 Virtual Emergency Operations Center Takes the EOC business process and moves it online
WebEx Confidential 11 The Good, Bad and Ugly of a VEOC
WebEx Confidential 12 Advantages of a VEOC No waiting Flexibility Location, location, location Redundancy Cost effective Efficient communication Timely resource deployment Safe in times of pandemic Source: Regina Phelps
WebEx Confidential 13 Disadvantages of a VEOC Dependent on utilities Dependent on technology Requires a very well defined process Virtual communication and collaboration is different than in- person Ongoing training and familiarity with the VEOC tool is required Source: Regina Phelps
WebEx Confidential 14 Word of Caution on VEOC A virtual EOC will not cure all ills. If your EOC processes and procedures were not well thought-out or well developed in the “real world,” the road to a virtual world will be fraught with obstacles. In other words, if the current EOC is a train-wreck, the virtual one will be a nightmare! Source: Regina Phelps
WebEx Confidential 15 EOC VEOC Best of Both Worlds
WebEx Confidential 16 Virtual (aka online) Communications
WebEx Confidential 17 Where To Start, What To Use?
WebEx Confidential 18 Different Components of Communications Synchronous Communications – Audio conferencing – Video conferencing – Web conferencing – Instant messaging – Employee notification – EOC team notification Asynchronous Communications – Corporate communications – Team rooms – Document management systems – Project management tools – Executive dashboards – Employee notification
WebEx Confidential 19 Virtual Communications -- What To Look For?
WebEx Confidential 20 Familiar and Used Daily No learning curve Part of business culture Pervasive “Don’t give me a red or blue pen when I’m used to writing in a black pen” -- CIO Arlington County
WebEx Confidential 21 Access and Mobility Available even when corporate infrastructure is not Easy to deploy Internet access, phone line and VPN
WebEx Confidential 22 Security, Reliability and Availability Independent Security Certifications – WebTrust, SAS-70 Type II, ISO,… End to End Encryption and Data Storage Policies Reliability and Scalability Availability and Global Reach
WebEx Confidential 23 VEOC Software; Its Not Only Communications 18 Ideal Features 1. Intuitive - minimal training. 2. Centralized command and control. 3. Messaging/communications function with tracking (notification system). 4. Secure data sharing over the Internet and other networks (LAN, WAN). 5. Event tracking and logging. 6. EOC plan check-off lists – automated checklists for all team positions. 7. Document response actions. 8. Resource management (with full database functionality). 9. Store multiple contact lists (employees, team members, critical vendors, key stakeholders). 10. Accessible via Internet, Intranet/VPN, wireless. 11. Able to restrict member participation as necessary. 12. Access to plans, maps, photographs. 13. Linking capability to access Internet sources for weather and event intelligence. 14. Hand-held compatibility. 15. Fully configurable and scalable (can grow and change with you). 16. Compatible with existing infrastructure, databases, software, and e-mail. 17. Status boards (static general board and team boards). 18. Able to accommodate Executive briefings. Source: Regina Phelps
WebEx Confidential 24 VEOC Is Only A Part Of The BC Puzzle
WebEx Confidential 25 The Big Questions Build or Buy Patchwork of standalone applications or Integrated solution On-premise or On-demand Custom application or Common application
WebEx Confidential 26 Overall Goal Has To Be To… …Transform Business Disruptions into Business-as-Usual™
WebEx Confidential 27 Extra Bonus
WebEx Confidential 28 Thank You Jan Sysmans Director Business Continuity Solutions Tel.: +1.408.566.7858 email@example.com www.webex.com/bcp
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