Should CIOs have a foreign policy?
With business operations entangled in the unpredictable and sometimes volatile global scene, the answer is a resounding 'yes' (and the more detailed, the better).
By Minda Zetlin
July 18, 2011 06:00 AM ET
Computerworld - In July 2005, a series of suicide bomb attacks in London's transit system killed 56 people and threw the city into a state of confusion. The U.S.-based CEO of a multinational financial company with offices in London posed what to him seemed a simple and essential question: "Are all our people OK?"
Getting an answer proved challenging. First, there was no single staff directory that covered the entire company and was kept up to date with ongoing staff changes. Nor was there a single directory of every person's location and contact information. Second, even if it existed, such a directory would not have included contractors, who nonetheless fit within the CEO's definition of "our people."
Third, there was no central record of which London employees were on vacation, on leave or traveling that day, or -- more worrisome -- which employees from other locations might be visiting London. And finally, even for those employees who were known to be in London and for whom the company had addresses and phone numbers, it was hard to make contact.
"Transportation was disrupted, cellphone service was down, SMS was down, and it was very unclear for most of the day just what had happened," recalls Andrew Marshall, director of Consultifi, which helps companies understand business risks.
The company's HR and IT departments weren't able to provide a timely answer to the CEO's questions, he says. "It turned into a conversation that involved philosophy and technology as well as HR," Marshall notes.
There are several lessons any IT leader can draw from this tale. First, there's no such thing as a safe location: Disruptions can happen anywhere. Second, it's important to have a plan that spells out what everyone's responsibilities will be and includes all the information you'll need. And finally, you need redundant communications systems, because "normal" methods of communication will likely fail -- especially mobile, which is quickly overwhelmed by the spike in local demand that takes place during any crisis.
Concerns About Crisis Events Grow
It would be impossible to think about events of the past 12 months without having at least a few qualms over systems, data and employees, especially those outside the U.S., and the possible effect of local unrest, epidemics, earthquakes or other hazards. Indeed, in a 2010 survey of the 100 largest technology companies, 55% of executives reported worrying about "natural disasters, war, conflicts and terrorist attacks." When the same executives were again asked that question in 2011, that percentage rose to 81%.
In this increasingly global and interconnected world, it's easy to see why they're concerned. Power outages, weather events, political unrest or even something as mundane as a ship dragging its anchor over a fiber-optic cable can disrupt your operations in unexpected ways. Data centers could go offline. Data stored in remote locations could become unavailable, as could your supply chain. You could lose contact with offshore service providers due to interrupted communications. Software-as-a-service applications could go offline. And although cloud-based infrastructure is mostly hosted in the U.S. now, that's expected to change in the next few years, posing even greater risks.
What's in Your Crisis Suitcase?
When a crisis strikes at an International SOS location, local employees pull out the field deployment pack. That's a suitcase full of technology items that are especially useful when normal power and/or communications are down. It's a good idea to have a similar bag of tricks stored in a closet at each of your company's locations.
Here are the contents of an International SOS field deployment pack:
- Several laptops
- Satellite phones
- A satellite Wi-Fi hotspot
- A mobile printer
The printer is more important than you might think, explains Jonathan Bar, general manager of global infrastructure. You may need to print travel papers or other documents, or photos of people you're searching for.
Recently, the company has begun including iPads in its field deployment packs. With their high-quality image display capability, long battery life and robust mapping technology, they can be very handy.
— Minda Zetlin