Virtual Emergency
Operations Centers (VEOC)
Putting virtual communications to work
Jan Sysmans
Director Business Continuity Solutions • March 18, 2008
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Agenda
• Disclosure and Credits
• Introduction
• VEOC
• Virtual Communications
• VEOC Software is more then virtual communications
• The Big Questions
• Overall Goal
• Extra Bonus
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Disclosure
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Credit Where Credit Is Due
• VEOC as an industry term has been defined by
Regina Phelps, an internationally recognized
expert in the field of emergency management
and contingency planning.
• Regina is the founder of Emergency
Management & Safety Solutions.
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What is an Emergency Operation Center?
A physical predetermined location designed to provide
direction, exercise control and manage critical incidents.
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© Kansas City EOC -- www.kcmo.org/oem.nsf/web/eoc
Why Do Companies/Agencies Need an EOC
Command
Control
Consistency
Communication
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Collaboration
Coordination
Source: Regina Phelps
EOC Brings Together Planning & Coordination Of
Emergency Response
Crisis
Communications
EO
C
Disaster
Recovery
Business Continuity
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Source: Regina Phelps
EOC Is Cross Functional
• Facilities and IT
• Safety
• Human Resources
• Finance
• Corporate Communications
• Sales
• Legal
• …
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What If….
Some of your EOC members are remote
The EOC is closed
Your EOC members can’t get to the EOC
Pandemic situation requires
social distancing
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© NY Times
Virtual Emergency Operations Center
Takes the EOC
business process
and moves it online
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The Good, Bad and Ugly of a VEOC
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Advantages of a VEOC
• No waiting
• Flexibility
• Location, location, location
• Redundancy
• Cost effective
• Efficient communication
• Timely resource deployment
• Safe in times of pandemic
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Source: Regina Phelps
Disadvantages of a VEOC
• Dependent on utilities
• Dependent on technology
• Requires a very well defined process
• Virtual communication and collaboration is different than in-
person
• Ongoing training and familiarity with the VEOC tool is
required
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Source: Regina Phelps
Word of Caution on VEOC
• A virtual EOC will not cure all ills.
• If your EOC processes and procedures were not well
thought-out or well developed in the “real world,” the road to
a virtual world will be fraught with obstacles.
• In other words, if the current EOC is a train-wreck, the
virtual one will be a nightmare!
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Source: Regina Phelps
Best of Both Worlds
EOC
VEOC
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Virtual (aka online) Communications
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Where To Start, What To Use?
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Different Components of Communications
• Synchronous
Communications
–
–
–
–
–
Audio conferencing
Video conferencing
Web conferencing
Instant messaging
Employee notification
– EOC team notification
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• Asynchronous
Communications
– Corporate communications
– Team rooms
– Document management
systems
– Project management tools
– Executive dashboards
– Employee notification
Virtual Communications -- What To Look For?
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Familiar and Used Daily
• No learning curve
• Part of business culture
• Pervasive
“Don’t give me a red or blue pen when I’m used to writing in a black pen”
-- CIO Arlington County
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Access and Mobility
• Available even when corporate
infrastructure is not
• Easy to deploy
• Internet access, phone line and VPN
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Security, Reliability and Availability
• Independent Security Certifications
– WebTrust, SAS-70 Type II, ISO,…
• End to End Encryption and Data Storage Policies
• Reliability and Scalability
• Availability and Global Reach
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VEOC Software; Its Not Only Communications
18 Ideal Features
1. Intuitive - minimal training.
10. Accessible via Internet, Intranet/VPN,
2. Centralized command and control.
3. Messaging/communications
4.
5.
6.
7.
8.
9.
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function with tracking (notification
system).
Secure data sharing over the
Internet and other networks (LAN,
WAN).
Event tracking and logging.
EOC plan check-off lists –
automated checklists for all team
positions.
Document response actions.
Resource management (with full
database functionality).
Store multiple contact lists
(employees, team members,
critical vendors, key stakeholders).
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11.
12.
13.
14.
15.
16.
17.
18.
wireless.
Able to restrict member participation
as necessary.
Access to plans, maps, photographs.
Linking capability to access Internet
sources for weather and event
intelligence.
Hand-held compatibility.
Fully configurable and scalable (can
grow and change with you).
Compatible with existing
infrastructure, databases, software,
and e-mail.
Status boards (static general board
and team boards).
Able to accommodate Executive
briefings.
Source: Regina Phelps
VEOC Is Only A Part Of The BC Puzzle
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The Big Questions
• Build or Buy
• Patchwork of standalone applications or Integrated solution
• On-premise or On-demand
• Custom application or Common application
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Overall Goal Has To Be To…
…Transform Business Disruptions into Business-as-Usual™
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Extra Bonus
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Thank You
Jan Sysmans
Director Business Continuity Solutions
Tel.: +1.408.566.7858
[email protected]
www.webex.com/bcp
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