Heartland s. About Heartland

Transcription

1 Heartland s Evolution of Business Continuity About Heartland About Heartland One of the nation s largest payment processors Products Heartland Landscape 50 + Facilities Employees, 4,600 + USA Processing, Lending, Mobile Ordering, Billing Solutions, School Nutrition, School Payments, Point of Sale, Gift Cards, Payroll Services, e Commerce, Loyalty Program, and Mobile Payments 2016 Heartland 2

2 Plano, Texas Facility 2016 Heartland Board Risk Survey Entire management team (184 people) Results of survey BC plans Cyber Risk Business Continuity Plans for all companies and sites 2016 Heartland 4

3 4.3 Billion Estimated Value of Risk Heartland Heartland School Solutions Campus Solutions Xpient, pcamerica, LiquorPOS, Dinerware, Digital Dining Ovation Payroll Payroll 1 TouchNet 2016 Heartland 5 Engaging Your Colleagues

4 Moving from Impossible to Possible / Turning Problems into Solutions Pink Bat / Paper Airplane thinking (Our Chief Branding Officer Michael McMillan) Engaging Your Team to Fish Not one or two can roll out Emergency Management and Business Continuity Management to the Enterprise in 12 months Changing Attitudes, Building Your Team, Moving to We Can Do This» Destructive Team Roles: Removing Blockers, Withdrawers, Topic Jumpers, Devil s Advocates» Constructive Team Roles: Moving to Initiators, Information Seekers, Collaboration, Encouragers, Clarifiers Scheduling Brain Storming Sessions Sharing templates, sharing completed plans from the other sites, don t have them start from scratch Moving from Impossible to Possible Turning Problems into Solutions A Lesson for Flying Outside of the Box You have a person on your team sitting at the back of the room or in a corner that has an idea Getting them to fly their airplane so you have a Win/Win 2016 Heartland 7 Strategic Acceleration Sponsor Chief Legal Officer / Risk Management Communication to Leaders / Alignment on Top Risks Phase 1 Q1 Facility Readiness Response Assessment Phase 2 Q1 Emergency Management Plans Phase 3 Q2 / Q3 Business Continuity Plans Phase 4 Q3 / Q4 Table Top Exercises Scenarios Active Shooter, Weather Events, Infrastructure Events, and Cyber Risks Lessons Learned / Risk Management 2016 Heartland 8

5 Facility Response Readiness Assessment Communication (Why, Board Approval, Timeline) How many employees at the facility? Floor Wardens, AED Training, Security Officers What business functions / processes are executed within the facility? Customer Service, Accounting, and Finance, Production, Receiving,, Sales, IT Are any of the processes performed in support of external customers? Equipment Billing, Settlement, Quality Control, Call Center Do any of the process have to be physically performed at the facility (as opposed to remotely)? Check Printing, Shipping, Inventory Management 2016 Heartland 9 Facility Response Readiness Assessment Onsite Server Rooms How are they secured? Badge Access Inventory Emergency Response or BC Plans available? If yes, last updated and communicated?. Fire Drills / Weather Events conducted? Threats Industrial / Environmental Hazards Fire, Water, Oil/Gas, Power, Civil, Terrorist Natural Hazards Earthquake, Landslides, Weather (Snow/Ice, Tornado, Hurricane), Wildfire 2016 Heartland 10

6 Emergency Management Plans Pictures of the Facility / Floor Diagrams / Building Security Identify Floor Wardens / AED / CPR Training Training by Human Resources on the following: Fire Evacuation Procedures (10 th, 11 th, 12 th Floors) Severe Weather Medical Emergency Emergency Power Elevator Emergency Bomb Threats Biological Emergencies Active Shooter Leverage your Police and Fire Departments 2016 Heartland 11 Business Continuity Plans Leverage Facility Readiness Response Assessment Remember question on Business Functions? Recovery Procedure by Area Distribution Accounting and Finance Legal Tax Department Sales Marketing Human Resources Call Center Finance Development Security Intelligence Operations Center Network Operations Center 2016 Heartland 12

7 Building Your Plan Response Team Organization Chart Network Operations Center Security Intelligence Operations Center Ability to help one another 50 plus facilities Distribution Lists / Internal / External Call Tree Message for Website and # Emergency Contact List Vendors Transfer Calls / Support to other Facilities 2016 Heartland 13 Procedure Grid Detection, Reaction, Assessment, Mobilization, Recovery, Restoration, Resumption People Unavailable Facility Unavailable Power Unavailable Network Unavailable (Construction) Data Center Unavailable Communications Unavailable 2016 Heartland 14

8 Execution Across the Country 2015 road trip to sites for BC Exercises Execution/implementation site by site Table Top Exercises Building Relationships Go to where your colleagues are Learning / Sharing / Communicating Ability to leverage print distribution As we understood more about the companies we purchased we are able to leverage one another Payroll, Payroll 1, and Campus Solutions in various regions 2016 Heartland 15 Lessons Learned Infrastructure Bandwidth Laptops Work From Home Network Operations Centers Security Intelligence Operation Centers Call Centers Data Centers Not Pass / Fail 2016 Heartland 16

9 Q & A Thanks for the opportunity to share our teams success Questions 2016 Heartland 17