bank of hawaii presents business decision making...

Decision Making During Disasters and Emergencies

Bank of Hawaii Presents Business Continuity Best Practices

Raymond Trombley Disasters and EmergenciesRaymond Trombley

MBCP, SVP, Corporate Business Continuity Manager, Bank of Hawaii

Keith Tyndall

Director of Product Marketing, Everbridge

• The Global Leader in emergency and incident notification systems

• Fast-growing global company with more than 1,500 clients operating in more than 100 countries

• Serve the Global 2000 enterprise, corporations, healthcare systems, state and local governments, federal

About Everbridge

and local governments, federal government, military, financial services firms, and universities

• 100% focused on incident notification solutions that merge technology and expertise

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Agenda

Part 1: Presentation

• Bank of Hawaii’s best practices for incident notification

• Instantly notify technicians to report in during IT outages

• Test your business continuity program• Test your business continuity program

• Use incident notification for Situation Reports (SITREP)

Part 2: Q&A

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Q&A Note:

slides are currently available to download on blog.everbridge.com

Use the Q&A function to submit your questions.

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Bank of Hawaii Corporation

Founded in 1897

Largest independent financial institution in Hawaii (assets of approx. $13B)

Provide financial services in Hawaii, American Samoa, Guam, Saipan and Palau

2,400+ employees2,400+ employees

140+ locations

300+ business units

BOHC Affiliation with Everbridge

Established relationship in May 2007

Result of a comprehensive evaluation of several proposals over a six month period

Primary determinant was “ease of use”

Bonus was value

In 2010 we renewed our relationship

BOHC 2011 Aware Statistics

97 messages sent this year related to business interruptions (or potentials)

Earthquakes (> 6m <500 miles)

Flash Flood Watches/Warnings

Fire/Smoke (evacuations)

High Wind WarningsHigh Wind Warnings

Technology Issues

Tropical Storm/Cyclone Formation/ Watches/Warnings

Tsunami


Messages (mostly Situation Reports -SITREPS) were sent to:

Managing Committee (includes CEO)

Crisis Management Team (VCs & SMEs)

Island Managers, Building Wardens, Floor Wardens & Recovery Team Leaders

Call Center & Help Desk

Communications Team & DART Team

Security Control Centers

Investor Relations


Groups and Group Leaders :

Crisis Management Team / Leaders

Division Management Teams / Managers

Business Units / Managers

Locations / Building, Floor Wardens & Alternates

Business Recovery Team / Recovery Team Leaders & Alternates

Communications Team & DART Team / Leader

A total of 720 groups and 550 Leaders

BOHC Aware Training

Training for Group Leaders is ongoing and available from two venues

Monthly webinar

On-line self study course

Trainees are required to send one AENS test message at the end of the training session to certify completion of the trainingcertify completion of the training

We have trained over 1,000 group leaders since inception

We currently have 550 trained users

BOHC Aware For Incident Notification

If you have not already done so, establish a notification matrix*

What to notify (i.e. earthquake size)

Who to notify (individuals and groups)

When to notify (immediately or after a certain point in escalation)

How to notify (email, phone, txt, SMS)

What to say (templates)

*Message Map – Take Dr. Chandler’s seminar

BOHC Aware For Help Desk

Help Desk members must be Group Leaders, or all HD members use the same login and password

Establish groups for specific applications/systems or scenarios

Help Desk maintains group membership

HD members implement notifications with polling HD members implement notifications with polling or quota using HD notification criteria

BOHC Aware For Testing

IT DR Testing

Multiple business units test with vendor

Notify testers that data has been recovered and testing can begin

Familiarity with Aware

Use aware to make non-urgent announcements, i.e. last week’s test of the national EAS test

Plan parties using polling for attendance and quotas for pot luck

BOHC Aware For Testing

Aware System Test

Quarter test to all employees -

Work email

Home emailHome email

Work phone

Cell Phone

BOHC Aware Unique Applications

Investment/financial advisor updates and projections

Investment manager created a summary of the past week’s market and projections for the following week

Voice message (five minute) was sent to all investment/financial advisors in the bank over the investment/financial advisors in the bank over the weekend

Monday morning, advisors were prepared to meet with their clients

Advisors could refer to their voicemail all week


Building maintenance

Fire alarm testing – polling to have Floor

Wardens respond with whether or not the public

address voice message and/or the fire alarm was

adequately heardadequately heard

Generator testing

Parking garage maintenance


Social Events and Fundraisers

Holiday Party polling

When is the best time for the party

Who will be there

Fund Raiser announcements and polling

What, when and where the event will be

Who can provide support

Volunteer Work in the community

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BOHC SITREPs March 10 and 11Honshu, Japan Earthquake and Tsunami

12 SITREPs in 12 hours

2 notifications included phone calls to all 2,500 employees

Warning & Emergency Action Guidelines

Adjusted work schedules

Fortunately, a nonevent for HI, or was it?As high as 15+ feet high in some locations

20 private residences destroyed

39 others damaged

35 businesses damaged or destroyed

10’s of millions in damage

March 10, 2011 Tsunami

Bank of Hawaii Corporation

Everbridge Aware:

Limited only by the user’s imaginationLimited only by the user’s imagination

Incident Notification Solutions Address Common Communication Challenges

• Reduce miscommunications and control rumors with accurate, consistent messages

• Satisfy regulatory

requirements with extensive and complete reporting of

• Communicate quickly, easily, and efficiently with large numbers of people in minutes, not hours, making sure that the lines of communication are open

• Receive feedback from your complete reporting of communication attempts and two-way acknowledgements from recipients

• Deliver refined, prepared ,

timed messages to each pre-designated audience group, by scenario

• Receive feedback from your messages by using polling capabilities

• Ensure two-way communications to get feedback from message receivers

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Key Evaluation Criteria for an Incident Notification System

• Experience and expertise

• Ease of use

• Ability to reach all contact paths, including voice, email, native SMS (over SMPP and SMTP), IM, and

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email, native SMS (over SMPP and SMTP), IM, and more

• Ease of integration

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Q&A Note:

slides are currently available to everyone on blog.everbridge.com

Use the Q&A function to submit your questions.

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Contact information

Keith [email protected]

1.818.230.9705

Communication resources

Upcoming webinars:ISO 22301 – Will Your Communications Plan Meet The New 2012 Standard?

White papers, literature, case studieswww.everbridge.com/resources

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1.818.230.9705

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Item Number (Schedule II): 26.3Activity Group: A1 Point for each webinar

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