Crisis Management System

Transcript

1 Crisis Management System Case Management: automation and flexibility for crisis management processes Fabio Pozzobon Group Business Continuity & Crisis Management Milan, November 8th, 2012

2 UniCredit at a glance Employees: almost 158,000 * Branches: 9,398 * Banking operations in 22 countries International network spanning: ~ 50 countries Global player in asset management: bn in managed assets * Market leader in Central end Eastern Europe leveraging on the region s structural strengths 2 * Source: UniCredit Company Profile, data as at June 30, 2012

3 The objective of the Business Continuity is to ensure the continuity of essential processes to a predefined acceptable service level in case of disaster EARTHQUAKE L AQUILA (Apr.l 2009) EARTHQUAKE JAPAN (Mar. 11) EARTHQUAKE Emilia (May. 12) TSUNAMI (Dec. 2004) ICELAND VULCANIC ERUPTION (Mar. 2010) TSUNAMI JAPAN (Mar..11) ATTACKS to NEW YORK (Sep. 2001) LONDON (Jul. 2005) MOSCOW (Mar. 2010, Jan. 2011) SARS (Feb. 2003) FLUE H1N1 (2009) JAPAN NUCLEAR DISASTER (Mar. 2011) ITALY BLACK OUT (Sep. 2003) BLACKBERRY BLACK OUT (Oct. 2011) GAS SUPPLYING (Feb. 2012) HURRICANE KATRINA (Aug. 2005) HURRICANE IRENE (Aug. 2011) HURRICANE SANDY (Oct. 2012) Premises inaccessibility Critical Resources unavailability Information System unavailability Infrastructural services interruption Documentation and specific equipm. loss 3

4 The evolution of BC is to extends the boundaries of protection from beyond unexpected events and disasters to include any changes from normal business activities. Resilient Capability to be always on the see Proactively manages small disruptions to prevent a disaster Integrated Preparation for big event Reacts after a disastrous event occurs Fragmented Recovery of some assets 4

5 Dimensions of crisis & key elements to keep in mind ORGANIZATION Legal Entity Subholding Holding Terrorism Infrastructure IT PRoblems Pamdemic Earthqu ake TYPOLOGY Hurrica ne Floodin gs Ic e Proactive and timely response ASSET PEOPLE BUILDING PROCESSE S IT Industriale Contaminazio ne, esplosione, incidente Ordine pubblico Guerra, terrorismo, sabotaggio Meteorologico Tromba d aria, uragano, gelo, tempesta di neve Vulcanico Eruzione vulcanica Idrogeologico Inondazione, smottamento, frana, terremoto Energetico Es: erogazione gas/acqua, razionamento combustibili (benzina/cherosene) Condizionamento Es: interruzione condizionamento e/o riscaldamento Distruzione o Inaccessibilità dei locali Interruzione dei servizi infrastrutturali Blackout Es: erogazione energia elettrica Sociale Es: sciopero, azioni sindacali, licenziamento Isolamento Es: servizi di telecomunicazione Indisponibilità del personale essenziale SCENARIOS CRISIS/ EMERGENCIES Trasporti Es: blocco dei trasporti pubblici e/o privati Interruzione del sistema informativo Perdita di documentazione o dotazione specifica Sanitario Es: epidemia, malattia Eventi naturali Es. allagamenti, incendi e furti Azione umana Furto Sicurezza Hacking, virus Guasto Rottura a sistemi/reti aziendali Blocco Fermo applicazioni Local Cross Company Systemic PERIMETER GEOGRAPHY Building Local area Metropholitan area City Region Country Efficient communications Awareness and Top Management involvment Preventive Preparation + Adaptive Capacity Crisis events Monitoring - Early warnings and escalation levels SHORT DECISION CHAIN Media, Customers, Stakeholders Knowledge and info sharing / integratoin 5

6 CMS to support Resilience with adaptive approach Synergic integration of hardware, software, processes and people Hardware Software UniCredit DB Mobile CMS Processes Connectivity External sources integration Information / Communication Management People 6

7 Crisis Management System project Overall objectives and scope OBJECTIVES 1. Handle upcoming events/threats; 2. Managing and monitoring crisis 3. Evaluating the risk of an event on the Group assets 4. Performing the impacts assessment on the Group assets 5. Managing response actions 6. Managing the communication flow 7. Developing reports Internal Events Dashboard (and dinamic browsing) GISTool 1 release 2012 Events Integrator Assessment Crisis Management External Events Reporting and Log 7

8 Required Functionalities Modeling of complex scenarios Extensible object-model Event-based processing Role-based assignment Adaptability of logical sequences Discretionary activities Refinable: versions, history Mix of system & user-based tasks Automatic triggers: events or timebased Advanced case management Disparate data aggregation On-the-glass (widget, mashup) Simplified data entry Historical data Collaboration Integrated instant messaging Shared view of data & documents Mobile-ready 8

9 IBM Case Manager Case Design Case Runtime Case Analytics Models Templates Solutions Context 360 o View History Structured Real time Unstructured Persisted Case Infrastructure Case Object Models Case APIs Solution Constructs Task Object Model Case Analytics Data Store Content Collaboration & Social SW Workflow Rules Events Integration Monitoring & Analytics 9

10 Case Study: Northern Italy s earthquake (Emilia 2012) 29/05 9:00 a.m. 10:00 a.m. 13:00 a.m. 3:00 p.m. 30/05 10:00 a.m. 3:00 p.m. Earthquake 5.9 Rich. magnitude Mantua - Medolla Flow of feedback Aftershocks ongoing Response actions needed Prescription of Civil Defense Aftershocks 5.1 Novi Concordia Alarm received - First assessment - Reporting - Spreading of info to relevant actors - Collection of feedback from relevant actors - Assessment updating - First disclosure statement - Reaction to aftershocks - Branches Evacuation - Adoption of response actions towards: - People, - Premises - Business - Communica tions - Definition of backup branches - Activation of Branch van - Re-run assessment on: - People - Premises - Business - - Disclosure statement 10 INTERNAL USE ONLY