microsoft: crisis management and humanitarian response during … · humanitarian response during...
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Microsoft: Crisis Management and Humanitarian Response During Disasters
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EBCM Operations Crisis Management
Chief Marketing Office and Business Operations
What we will prioritize for our response during a crisis…
Principles we will leverage during a crisis to help make decisions…
• Prepare for the Worst-Case Scenario in a Crisis Event
This multi-tiered Operational
structure engages all levels of
Leadership in support of
Microsoft’s core values and interest
in maintaining security, trust, and
capacity for its customers,
employees, and partners.
Senior Leadership Team (SLT)Directional guidance, decisions as requested by ECMT
Primary Focus – Employees, Customers, and Communications Led by the SLT Commander
Incident Management Teams (IMT)Geographically distributed response teams
Escalate to the ECMT or SLT when appropriate triggers are reachedContinue to be involved depending upon impact
Incident Management TeamsTeams support incidents and escalate to ECMT as appropriate
Crisis Support Team (CST)
• Support Incident Commander
• Support any activities directed by SLT and ECMT
Enterprise Crisis Management Team (ECMT)Decision-making body that determines response strategy and actions
Escalates to SLT as appropriateLed by the ECMT Commander
Protect our Employees, our Customers, and Microsoft from all types of hazards
Unlawful Acts
• Cyber•Workplace
Violence • Terrorism• Geo-Political
No Warning
• Earthquake• Technology
Disruption• Supply Chain
Disruption
Early Warning
• Hurricane• Snow Storm• Flood
Public Health
• Pandemic• Epidemic•Manmade
(Anthrax)
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Training, exercising and awareness sessions are conducted with members
Tools and Resources:
Practice:
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Life SafetyEmployees and vendors accounted for in 10 daysSecured on-island accommodations for severely impacted employeesProcured and delivered emergency supplies for employees and families
Protect the CustomerProvided office space for impacted partnersRetail store provided site for community to charge phones, use internet and communicate with loved onesPhilanthropic resources provided now at $5.3 million
Protect MicrosoftDaily Incident Management Team calls to coordinate response needs and actionsSecured hotel rooms for critical staff to work while office was being repaired
Hurricane Maria Highlights
HumanitarianInternal
Customer or Government
Incident Management Team (IMT)
Philanthropies
Services Disaster Response
When an event takes place, it is to be evaluated based on two criteria:
Severity – the overall impact the event has had on the population and how many have been affected. Relevancy – Microsoft’s ability to positively impact the response and its overall relationship to the event
This evaluation takes place by the Humanitarian V-team and determines the scope of activities which will be supported.
Response Levels
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Rapid Respo
nse
DistributedCollaboration
Managing a Crisis
GettingInformation Out
Geographic Distribution
Rapid Response
Security &Identity
GettingReliable Data
Legal & Public Relations
Finance & Logistics
Modern disaster management challenges
Our Governance
No requirement to be a past or future customerNo requirement to have any history with Microsoft
Break-Fix or Complex Mission Requirements:• Safety is number #1• Mission must comply with laws and regulations• Must be a result of the immediate disaster• Must be the result of the immediate disaster • Cannot tie missions (or appear to be) with any sales opportunities in ANY
capacity• The Mission must help reduce human suffering and/or stabilize the area. • Must be tightly scoped (think Band-Aid instead of enterprise solution)
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Every disaster can be an international event
Social Media and global news coverage broadcast every event
“Revenge Hacking” trending up
Organizations will be negatively impacted
Plan for 50% of impacted staff operating at 50% of mental capacity
If staff lives in the community impacted they will face unforeseen challenges
Traditional systems and supply chains will be impacted
Modernize, Automate, and Practice Response
People under stress will fall back on their muscle memory (trained or not)
Ensure incident management is modernized for a variety of event types
Do no harm – don’t create a secondary disaster
Questions?
Jennie Clinton, Sr. Risk Manager / Enterprise Crisis Management, EBCMEmail: [email protected] Office: (425) 538- 4734Mobile: (206) 601-0698