Jennifer, a Global Security Response Center (GSOC) operator, manages the consequences of an earthquake in Jakarta, using Safeture’s Security Overview. With the combination of information, location, and communication, Jennifer successfully ensures the safety of all people who were in the affected area.
Introduction
It has been a relatively calm morning in the Global Security Operations Center (GSOC). No major incidents have yet been reported. Jennifer, one of Mega Corp’s GSOC operators, has monitored and dealt with a few minor incidents, such as some stranded business travelers, a lone worker that accidentally missed a scheduled check-in, and a false fire alarm in one client’s production facility.
Challenge
However, things are about to drastically change. At 10:47 AM, Jennifer is notified of an alert in the Safeture platform. An earthquake has taken place in Jakarta, Indonesia, with a severe magnitude of 6,9. She asks herself three questions. Does any of our clients have any employees in the area? If so, are they OK? And how can I ensure their safety?
Solution
With that in mind, Jennifer identifies that a client with a team of employees on business travel is affected. A few seconds after that, the security operator can distinguish another client that is affected. It has a manufacturing facility outside of Jakarta.
Time is of the essence, and Jennifer needs reliable risk intelligence. And she needs it fast. Jennifer wants a Risk Level Map to assess the risk situation around the affected area of the earthquake. By adding the feature as a layer on top of the Aperçu de la sécurité, she is presented with information about Indonesia and surrounding countries’ risk level classification.
Needing in-depth information about the ongoing disaster the clients’ employees are experiencing, Jennifer proceeds to add geotagged Alerts as an additional layer on top of the Security Overview. She is presented with information about the incident itself, including an incident assessment and advice about the event and its impact radius.
At this point, Jennifer has gained an overall understanding of the incident and sets out to find out which exact people and facilities are impacted by the earthquake. She clicks on End-users and Facilities, populating the Security Overview with two additional layers. Visible in front of her are now the geotagged business travelers and the geotagged facility that has been affected.
“Alright, now that I know who the affected people are, let’s see that all of them are safe”, Jennifer thinks to herself. All information and location intelligence has given her a good grasp of what has happened, leading Jennifer to the communication phase.
The first client’s business travelers are shown as a group of end-users on the map. When Jennifer presses on the displayed icon for the group, she is presented with their contact information. This includes “Last location report”. She chooses to “Message Group”, allowing her to efficiently send a collective message through the platform’s chat, asking: “Are you OK?”. This two-way communication tool requires employees to respond. The chat enables easier monitoring and follow-up of people who have not yet reported their status.
Jennifer moves on to the second client and its employees. Their facility is located on the outskirts of the impact radius of the earthquake, indicating that the repercussions should not be as severe. Thus, Jennifer decides on sending a one-way mass
email to all employees connected to the facility, finding it a sufficient communication method. She clicks on the displayed facility icon, then “Message Facility” and sends a preconstructed email where she adds some relevant local information on how to respond in the event of an earthquake.
Eventually, most of the first clients’ business travelers responded “I’m OK”. However, with the repercussions of the earthquake, there are still some status reports missing and Jennifer needs to get a hold of those stragglers. She finds their phone numbers in the Safeture platform and starts calling them. She reaches all but one. The last employee had lost his phone during the quake; but through experience, Jennifer calls the remaining employee’s colleagues on-site and they can confirm him being safe. Finally, she could confirm everybody’s safety.
Outcome
At last, Jennifer proceeded to report the outcome of the risk management to the clients’ security managers, as well as finish the remaining standard operations procedures (SOP). Clearly, she had used Information, Localisation, and Communication, which transitioned and intersected with each other at multiple points at multiple times during this crisis management.
Thus, it was beneficial to have one digital solution that allowed for a cycle of information, location, and communication, rather than having to work with a linear and outdated workaround. Furthermore, it will give Mega Corp. a competitive advantage in the future, as more than 60% of company boards expect to increase their risk appetite in 2023-2024.
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