RECENT HURRICANE CASE STUDIES: IMPACT OF BUSINESS RECOVERY PLANNING AND TESTING Dan Perrin, Regus Stephanie Samuels, Voya 1
Dan Perrin Regus Dan runs the Workplace Recovery Group within Regus, an International Workplace Group company. Dan has been with Regus since 2005 and has worked in the Workplace Recovery division since 2012. Dan and his team manage and assist several thousand clients globally using the Regus platform of over 3000 locations to design, implement and run their clients testing and people recovery efforts. 2
Stephanie Samuels Voya Financial Stephanie Samuels works for Voya Financial as a core member of the Business Resilience Office. The Business Resilience Office manages all enterprise aspects of Business Continuity & Crisis Management. Stephanie manages and is responsible for the testing of continuity planning and alternative program solutions. This entails facilitating annual 1:1 meetings with all line of business management, training, testing, documentation of key processes, process & application RTO alignment, and providing ongoing support and guidance around Business Continuity Plans. Stephanie maintains and tests Voya s Alternative Workplace Recovery program. Stephanie manages the annual testing of this program across Voya s primary US sites, reassessing the program as needed to fit current processes and geographic needs. 3
Stephanie Samuels Voya Financial Prior to joining Voya, Stephanie was employed by MassMutual Financial Group for 15 years. She participated in many roles in the organization, including customer care, sales support, operational business continuity, and relationship management. Her concluding role at MassMutual was acting as an high-level intermediary between clients and lines of business management, addressing and driving resolve with issues. One of Stephanie s fortes is establishing and maintaining relationships everywhere she goes, and a key to that is understanding needs, always delivering value to her team and those she supports. 4
Regus Part of the IWG plc family of companies (LON:IWG) The largest coworking office provider with 3000+ locations 150,000+ desks available for recovery on any given day Founded in 1989 First Recovery took place in April 1992 in London 5
Key facts about the Regus Recovery Team and Program Recovery Operations in 120 countries globally Manage on average 600+ recoveries each year Conduct 2,500+ tests per year Dedicated and Dynamic recovery programs Source: IWG data 2018 6
Other interesting facts Recovery near your primary office, another location or home Location determined at the time of the disaster on the Dynamic program No oversubscription No competition for seats at the time of a major widespread event Many locations within city center or within a reasonable driving distance 7
Area Wide Events: Hurricanes Hurricane Florence International Space Station Source: IWG data 2018 8
Hurricane Events Sandy (2012) Harvey (2017) Irma (2017) Florence (2018) 9
Superstorm Sandy ~100,000 businesses 30% gone 52% lost sales/ revenues 65% customer issues 47% employee issues 10
New York Area 11
Hurricane Sandy losses estimated at $100 Billion 4.8 Million Homes without power Over 1 million Businesses affected 12,000 Flights cancelled Ground transportation halted 12
Sandy: key recovery strategies deployed 13
Financial Publishing risk Company HQ Lower Manhattan 270 Employees Issue: Building flooded Six Month Recovery Midtown Recovery in single location Law Firm HQ Lower Manhattan 70 Key Employees Issue: No Transportation 10-day Recovery Multi-point Recovery in 5 locations Midtown, White Plains, Stamford, Mt. Laurel, Morristown 14
Harvey 108 people lost their life Fortune magazine reported up the 500,000 vehicles destroyed Over 203,000 homes damaged by water Nearly 700 commercial buildings were damaged according to the Texas Department of Public Safety 15
Regus Houston Footprint 16 16
Recovery before, during and after Source: IWG data 2018 4 firms activated recovery plan prior to landfall 35 in week one 385 enquires for recovery space from firms that did not have a formal recovery plan 17
Irma 6.5 Million ordered to evacuate 65 Billion in damage Over 7 million were left without power 18
Regus Florida Footprint 75 Regus Locations in Florida 344 Regus Employees Issues During Irma Power There was major impact to power grid in S FL Transportation Public transit in Miami was down. Roads were blocked by fallen trees. Gas There is no gas so people had to limit their driving Staffing - Getting team members back 19 19
Activating prior to Impact 15 seats for call center in Detroit 10 Seats for Airline in Atlanta 2 clients from Miami to Naples 20
Florence (ONGOING) Financial: "Moody's Pegs Florence's Economic Cost at $38 Billion to $50 Billion Geographical Impact: Potential impact to 4 States Water: widespread flooding along a long stretch of the North Carolina coast Crisis recovery: Over 150 companies have asked for help from Regus 21
Raleigh Durham 22
Active Declarations Three 50 desks 450 desks Supporting Invocations prior to impact activated this week Insurance and Governmental operations 23
Crisis recovery risks 24
Voya Financial Voya Financial, Inc. (NYSE: VOYA), helps Americans plan, invest and protect their savings to get ready to retire better. With a clear mission to make a secure financial future possible one person, one family, one institution at a time Voya s vision is to be America s Retirement Company. 25
Our Business 26
Our Business 27
Our Business 28
BCP Coordination Voya s Business Continuity Program addresses business unit and departmental actions to be undertaken before, during and after an incident or disaster. Documentation of how, by whom, and where key processes will be resumed are included in plans. VOYA leverages various alternative site strategies in the event of the loss of one or more sites. This includes off-site work locations inclusive of other VOYA Financial sites, third party managed sites, and robust work from home strategies. 29
BCP Coordination 170+ annual plan reviews as well as mid year health check. (in person where possible) Full walkthrough of BCP with BCP Owner and Coordinator providing guidance through challenges and recommendations and considerations for implementation. 30
Exercise and Test Test access and ability to remotely perform all functions every 30 days (work from home days etc.) Annual test of ability to work from and alternative recovery site annually. Exercise the ability to relocate employees from one site to another where working in a physical location is better suited. (Mail services and processing & call center employees) 31
Exercise and Test Conduct scenario based Tabletop Exercise and bring together head of key lines of businesses and leaders of business processes to evaluate the state of our readiness for crisis management and business continuity. 32
Recent Events New York Power Outage Des Moines, IA - Water Main Break Annapolis, MD Shooting at the Gazette 33
What's most important? 24/7 Ready Ability to test often Covers more than essential staff 34
What's most important? Guaranteed Workspace Geographically Diverse Cost Prohibitive Scalable Solution 35
Striking the correct balance Cross site coverage Work From Home Alternative Workspace Source: IWG data 2018 36
Why is it important? Having a multi tiered approach (That considers our most important asset our employees )is key to keeping our business running. 37
Thank you iwgplc.com