World Island Network Master Class 5

Ensuring Operational Continuity
If your organisation is hit by a disaster, your customers will judge you by how well you manage your recovery. An organisation that manages the situation well can emerge with its reputation not just an intact, but enhanced. Failure to do so can have damaging consequences.

Outline – Planning and Communication
Over the past 14 years, the Business Continuity Plans developed with the assistance of MSD International Limited have been invoked forty-seven times to ensure business survival.  All of the businesses involved survived the particular crisis, and are still in business today.

One such plan had been produced for Lloyds TSB Bank in the Isle of Man. On the 14 March 2002, the organisation was forced to invoke its Business Continuity Plan when staff were denied access to their offices for a full day due to a highly toxic gas leak in the centre of the island’s capital, Douglas.  Five police officers were taken to hospital suffering from the effects of gas inhalation, and hundreds of people were ordered to stay away from homes and offices as the area was cordoned off.

The bank’s strategic management team was quickly contacted and key staff were relocated to another branch on the Island where the Business Continuity Plan was put into action.  Operational staff were also relocated to pre-arranged recovery locations and customer service continued with minimal disruption.

‘MSD had carried out a simulation exercise for us two years previously, centred around a gas leak, and the staff had re-run the scenario in their minds and were therefore able to carry out a seamless recovery’ said Stephen Whittam, support services manager, Lloyds TSB Bank (Isle of Man) Limited.

Lessons Identified

• Have a well rehearsed plan
• Ensure that all your staff are trained
• When a disaster strikes – follow the plan
• Liaise closely with the Emergency Services
• Keep other offices informed – obtain their support
• Communicate, communicate, communicate