© Ricardo plc 2017© Ricardo plc 2017

Incident notification – supporting your

employees and stakeholder when the worst happens

Chris Lewis & Martin Petts

4th April 2019

2July 2017Unclassified - Public Domain© Ricardo plc 2017

Chris Lewis

• Senior crisis management consultant

• Worked in the field of crisis and emergency response since 2004

• Lived and worked in the Middle East for 8 years in the Energy Sector

• Degree in Emergency & Disaster Management from Coventry University

• Responded and supported international crises

• BCI Student of the Year 2015 (Gold Award).

ee.ricardo.com/crisis-management

Presenters

3July 2017Unclassified - Public Domain© Ricardo plc 2017

Presenters

ee.ricardo.com/crisis-management

Martin Petts

• Senior crisis software consultant

• 15 years IT data protection, resilience and business continuity experience

• Engineering background, BEng. Warwick University

• F24 is the leading European (SaaS) provider for alerting and crisis management

• FACT24 helps customers successfully and efficiently manage incidents, emergencies and crises.

4July 2017Unclassified - Public Domain© Ricardo plc 2017

Types of incidents facing organisations

Incident notification process

Challenges your duty manager will face

F24 mass notification software

Differences between incident notification and mass notification software

Agenda

ee.ricardo.com/crisis-management

5July 2017Unclassified - Public Domain© Ricardo plc 2017

Introduction

6July 2017Unclassified - Public Domain© Ricardo plc 2017

Why have an incident notification system?

Case 1

• Global multinational with

production operations in ‘at

risk’ countries

• Organisation used Blackberry

for notification

• Identified ‘risk’ in this process

– no language capability,

mobile reception, no back-up

or redundancy

Case 2

• Global multinational

manufacturing high risk

product

• Organisation notified through

manufacturing plan, via 3rd

party security guards, some

non-native English speakers,

transient workforce

• Identified ‘risk’ in this process

– language capability,

following process, experience

Case 3

• UK fuel manufacturer

• Was wrongly reported in the

press as the company behind

a fuel contamination for a

major UK supermarket

• Identified ‘risk’ in not having a

crisis notification process

7July 2017Unclassified - Public Domain© Ricardo plc 2017

Incident notification process

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Approach

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The duty manager

On Call 24/7

Part of a duty rota

Roles and responsibilities

Training and competency

Maintaining your duty rota

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Introduction to participants and companies

Automotive

Industry

EnergyTransport und

LogisticsAirlines Healthcare

Section

IT and Tele-

communication

s

Manufacturing Public

Organisations

Financial

Services

More than 1,700 customers worldwide trust the F24 group

11July 2017Unclassified - Public Domain© Ricardo plc 2017

Introduction to FACT24

There are many causes for emergencies and crises

According to the Allianz Risk Barometer interruptions to business pose

the greatest business risk worldwide. The average cost of a large BI is USD

2 million.

Natural catastrophes represent the third largest business risk for

companies worldwide with total damages of around USD 330 billion in 2017

(Allianz Risk Barometer 2018).

Bucking the global trend the terrorist threat in Europe is actually on the

increase with 630 attacks and 826 fatalities in Europe in 2016 - more in one

year than over the previous 14 years.

Hacking and cybercrime attacks are costing companies nearly 300 billion

Euros per year worldwide - and this figure is on the rise.

12July 2017Unclassified - Public Domain© Ricardo plc 2017

FACT24 in the Business Continuity Management Lifecycle

Analysis

Hazard analysis

Risk management

(BIA, RIA)

Documentation

Emergency plans

(BCP’s)

Crisis manual

Duty manager policy

Post-processing &

Analysis

Documentation

Evaluation

Optimisation

Prevention

Crisis team exercises

Emergency exercises

(Training & simulation)

Emergency & Crisis Management

Alerting

Conferences

Crisis management

FACT24: the approach

13July 2017Unclassified - Public Domain© Ricardo plc 2017

Why FACT24?

Management and monitoring of emergencies and crises on an integrated dashboard

Data protection and data security at the highest levels through certification, GDPR

conformity and servers located exclusively in Europe

Fully customised service through a tailor-made customer onboarding with personal

support

Reliable alerts within seconds and in accordance with auditing requirements

14July 2017Unclassified - Public Domain© Ricardo plc 2017

Chris Lewis

Crisis & Business Continuity Manager

Ricardo

T: +44 (0) 1235 753143

M: +44 (0) 7968 707249

E: chris.lewis@ricardo.com

W: ee.ricardo.com/crisis-management

Questions and next steps

Martin Petts

Business Development Manager

FACT24

T: +44 1923 432622

M: +44 7717 376392

E: martin.petts@f24.com

W: f24.com