2014 pre season board presentation v4.0

BUSINESS CONTINUITY 2014 Pre-Season Update

Philip WebbAVP Business Continuity and Project

Management

Business Continuity & Brand Promise2014 Hurricane Outlook

GTEs Preparedness

What have we Learned this Year

Updates

What’s NextAg

end

a

Resilience

Recovery

Contingency

1

2

3

Three Key Elements

Strategic Flywheel

SAFETY & SOUNDNESS

Robbery Fraud Intellectual Theft

Terrorism

Hurricane Fire Flood Lightning

MANMADE

Natural

Robbery

Fraud

Intellectual Theft

Terrorism

Hurricane

Fire

Flood

Lightning

MA

NM

AD

E

NATU

RA

L

2014 Hurricane Outlook

Colorado University 2014 Forecast:

1 Possible Major Hurricane3 Hurricanes

9 Tropical Storms

Hurricane Facts:

Hurricanes cause great devastation• They afford more forewarning• Greater preparation time

Hurricane watch• Is issued 48 hours in advance• Winds are in excess of 74 miles per hour

Hurricane warning• Issued 36 hours before expected landfall• 7 out of 22 GTE centers are located in an

evacuation zone

GTE’s Preparedness

Business Unit Plans Continuity Teams

Mass CommunicationRecovery and Restoration

ContingencyPlan

Bernini and Campari

They have a plan but….

February 28, 2014

An electrical pole catches fire at our headquarters

• Employees evacuate due to smoke in the elevator shaft

• We lost our communication line to PSCU• Our call center was unmanned• Communication with evacuated staff was

difficult

Actions taken

• A communication redundancy line was installed for PSCU• A redundant site for the call

center is being developed• A mass communication system

was created

Additions since 2013

Fire Drill First Aid &CPR Training

Cloud based B.C. Plans

Internal Mass Communication

What’s next

• Call center redundancy site• Mobile Financial Center

Getting Prepared…at least for this presentation

Business Continuity &

Brand Promise

Hurricane Overview

Tampa Bay Hurricane History

Hurricane Sandy: Lessons Learned

How is GTE Prepared?

Business Continuity & Brand Promise

• Unique mix of Competitive Value, Exceptional Service, and Complete Confidence

• Solutions and Delivery

Business Continuity & Brand Promise

Safety & Soundnes

sEnterprise

Risk

Engaged Employees

The Member

Experience

Engaged Members

Markets & Growth

Brand & CommunityEngagement

Strategic Differentiators

Vision: Members always experience the best value and service with complete confidence

Hurricane Overview

Hurricane Overview

Hurricane “season” runs June 1 to November 30September is the most active monthAverage Season: 9.6 Named Storms 5.9 Hurricanes 2.3 Major Hurricanes

Stats between 1950 – 2000

2012 Was the year Hurricane Sandy struck the Northeast

The 10 Most Expensive Hurricanes In US History

NameDamage

(in $B)Deaths Season Categor

y

Katrina $125.0 1,833 2005  5

Sandy $68.0 286 2012  3

Ike $37.5 195 2008  4

Wilma $29.3 23 2005  5

Andrew $26.5 65 1992  5

Ivan $23.3 124 2004  5

Irene $16.6 56 2011  3

Charley $15.1 40 2004  4

Rita $12.0 62 2005  5

Frances $9.9 49 2004  4

2014 Hurricane Forecast

10 Named Storms

5 Hurricanes

2 Intense

Hurricanes (Cat 3 – 5)

Tampa Bay Hurricane History

Tampa After Hurricane Jeanne: Bayshore & Downtown Tampa,

2004

Tampa After Hurricane Jeanne: Bayshore & Downtown Tampa,

2004

Tampa After Hurricane Jeanne: South Tampa, 2004

Tampa After Hurricane Jeanne: South Tampa, 2004

Storm Surge Models

Host location for the 2012

Republican National

Convention

Marriott Waterside:Downtown Tampa

Tampa General Hospital:Davis Island

Hillsborough River:Downtown Tampa

Hurricane Sandy: Lessons Learned

Sandy: Lessons Learned

Cash is King

Critical staff may not be available

Difficult to locate missing

personnel

Extended comm-unications outages

Lack of transportatio

n

Lack of access to restricted

areas

Lack of power/fuel for

generators

Extended infra-structure outages

Lack of identification for

members

Contaminated currency

Extended mail service

interruptions

How is GTE Prepared?

How is GTE Prepared?

Plan Elements

EMT will be updated on all tropical systems that may have potential impact to GTE’s footprint

Sufficient time will be given to allow employees to return home to gather loved ones and supplies before evacuating

Status updates will be provided via email, employee hotline, internal/external websites and local media

Marketing will manage all member-facing and external communications

Food, water and bedding for critical staff, loved ones and pets are included as part of plan

Closure & Evacuation

Infrastructure

Generators at Headquarters and 13

Financial Centers

Network failover site relocated to Jacksonville

Secondary failover installed for VOIP phone system

Support Recovery Services

Power

Space

Technology

Connectivity

BELFOR FIRE | SMOKE | WATER | WIND

Disaster Restoration Services

It’s About Being Ready!

Annual Hurricane Refresher Training

Emergency Contact “Wallet”

Cards

Internal/ External Websites (GTE

Ready)

Disaster Restoration

Service Providers

Call Center Back-up Crisis Communications

Dell AlertFind

Cloud Based Plans

The Value of Partnership…

Information sharingEmergency access for critical staff at “check points”Enhanced security for the HQ facilityFirst access to fuel deliveries to power emergency generators

GTE FCU has a strategic partnership with the City of Tampa.

Next Steps

Questions?