Business Continuity Plan (BCP) Business Unit/Function Name Document Name : WCB BCP Plan Shell V2 Author : WCB Plan Leader Version No : 2.0 Dated : 6/22/2004 4:00:00 PM Printed on : 1/28/2008 6:35:00 PM HOW TO USE THIS MANUAL 1. Read the Plan Overview, Plan Definitions and Plan Assumptions in the Instructions section. 2. This manual is to be used with the WCB BCP Reference Manual. The Reference Manual provides the organizational recovery services that support the departmental recovery plans. 3. Go to the Recovery Checklist -Section 9, and turn to the Stage listing appropriate for the current disaster situation (i.e. Stage 1 -Day 1, Stage 3 -Day 1-2). 4. Follow the instructions listed, in order, using the remaining sections of the manual for detailed procedures and/or reference. TABLE OF CONTENTS Section Page # 1 DOCUMENT HISTORY 1-1 2 EXERCISE LOG 2-1 3 BUSINESS CONTINUITY PLAN (BCP) OVERVIEW 3-1 3.1 Purpose 3-1 3.2 Objectives 3-1 3.3 Scope 3-1 3.4 Context of the BCP to Business Continuity Documentation 3-1 4 ABBREVIATIONS GUIDE 4-1 5 BUSINESS UNIT INFORMATION 5-1 5.1 Critical Function Description 5-1 5.2 Business Location 5-1 5.2.1 Building/Floor/Office 5-1 5.2.2 Mailing Address 5-1 5.3 Critical Function Recovery Team 5-1 6 INSTRUCTIONS 6-1 6.1 Terms of Reference 6-1 6.2 Plan Overview 6-1 6.3 Plan Definitions 6-2 6.4 Plan Assumptions 6-2 6.4.1 Global Assumptions 6-2 6.4.2 Plan Level Assumptions 6-3 6.5 Plan Maintenance 6-4 6.5.1 Quarterly 6-4 6.5.2 Semi-Annually 6-4 6.5.3 Annually 6-5 6.6 Other Items/Outstanding issues 6-6 7 CRITICAL FUNCTION RECOVERY 7-1 7.1 Event Log 7-1 7.2 General Recovery Strategy 7-1 7.3 Critical Business Processes 7-1 8 CRASH KIT 8-1 9 RECOVERY CHECKLIST 9-1 9.1 Stage 1 – Immediate Response Steps (Day 1) 9-1 9.1.1 Disaster Alert 9-1 9.1.2 Disaster Declared 9-2 9.1.3 Proceed to Business Recovery Site (BRS) 9-2 9.2 Stage 2 – Plan Work at Business Recovery Sites (BRS) (Day 1-2) 9-3 9.2.1 Prepare Work Area 9-3 9.2.2 Day 1 Critical Functions 9-4 9.3 Stage 3 – Restore Procedures and Systems (Day 1 –2) 9-5 9.3.1 Functional Restoration 9-5 9.4 Stage 4 – Backlog Processing (Day 2 – 3) 9-6 9.5 Stage 5 – Resume Critical Business Functions (Day 3 –5, > 5 Days) 9-6 9.6 Stage 6 – Interim Site Migration 9-6 TABLE OF CONTENTS Section Page # 9.7 Stage 7 – Return Home 9-6 10 COMMUNICATIONS 10-1 10.1 Telephone Scripts 10-1 10.2 Customer Related 10-1 11 STAFF PLAN 11-2 11.1 Disaster Classification and Decisions: 11-2 11.2 Notification Procedure: 11-2 11.3 Staff/Work Area Plan 11-5 11.4 Staff Phone List 11-6 12 DEPENDENCIES 12-1 13 CONTACT LIST 13-1 14 TELEPHONE SYSTEM RECOVERY 14-1 15 COMPUTER SYSTEMS RECOVERY 15-1 16 VITAL RECORDS (Office Manuals/Department Specific Documents) 16-1 17 INFORMATION REQUIRED (Information/Data/Form Requirements) 17-1 18 SPECIAL EQUIPMENT REQUIREMENTS 18-1 19 CRITICAL BUSINESS FUNCTION PROCEDURES 19-1 19.1 Recovery Procedures 19-1 19.2 Return to Normal Operations Checks/Reviews 19-4 20 DOCUMENT RECOVERY 20-1 21 CRITICAL RESOURCES TO BE RETRIEVED 21-1 22 APPENDICES 22-1 22.1 Appendix A – Notification Checklist 22-2 22.2 Appendix B – Staffing Location Control Form 22-3 22.3 Appendix C – Status Report Form 22-4 22.4 Appendix D -Call Tracking Form 22-5 22.5 Appendix E – Disaster Event Log 22-6 22.6 Appendix F – Problem/Issue Log 22-7 Business Continuity Plan (BCP) Document History Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 1-1 1 DOCUMENT HISTORY Document Location: W:\jbarsche\Projects\BCP\WCB BCP Plan Shell V2.DOC Ensure that this document is current. Printed documents and locally copied files may become obsolete due to changes to the master document. The source of the document will be found in the BCP data repository at: P:\BCP\Templates\BCPSHELL.doc Location of Other BCP Copies: Copy Number Guardian Location Copy 1 Joe Smith ABC Co. – Joe’s Office 2nd Floor Copy 2 Copy 3 Etc. Document Description: This document has been created using Microsoft Word Document Type: CONFIDENTIAL Document Status: DRAFT Revision History: Date of this revision: May 9, 2003 Date of Next revision: Version Number Revision Date Summary of Changes Changes Marked 1.0 May 9, 2003 First draft N Business Continuity Plan (BCP) Exercise Log Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 2-1 2 EXERCISE LOG This section contains a summary of the comments/changes that were identified during plan certification testing. (Note: These are example only and should be replaced with results applicable to your departments testing) Date Type of Exercise Summary of Comments/Changes Changes Made (Y/N) Dec 31/03 Communications Walk through Many telephone numbers were out of date or incorrect Y Business Continuity Plan (BCP) Business Continuity Plan Overview Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 3-1 3 BUSINESS CONTINUITY PLAN (BCP) OVERVIEW 3.1 Purpose The purpose of this plan is to define the recovery procedures developed to recover the WCB’s critical business functions. The plan components will detail the business functions procedures for responding to an emergency which affects the WCB’s ability to provide services to the customers of the WCB or it’s ability to meet legal or regulatory requirements. 3.2 Objectives The documentation covered in this manual is intended to: Facilitate rapid and efficient recovery of time sensitive business functions Identify the resources needed to execute the actions defined by this plan Identify actions to be undertaken by pre-selected teams Maintain public image and reputation Minimize loss of data Minimize the number of critical decisions to be made in a time of crisis 3.3 Scope This Business Continuity Plan is applicable to the business function or functions identified in Section 5 – Business Unit Information. 3.4 Context of the BCP to Business Continuity Documentation The documentation of the WCB’s Business Continuity Plan (BCP) is contained in 3 key components, the Reference Manual, the Business Continuity Plan (BCP) Shell, and the Checklists. The BCP Shell and Checklists should be used together in support of recovery of a specific critical business function as follows: a) BCP Shell The BCP Shell provides the relatively static (will remain constant and not subject to frequent revision), detailed information describing the activation of the Business Continuity Plan (BCP) for a specific critical business function and the actions to be taken by the Plan Leader and Recovery team to recover and operate the critical business function in an emergency situation. b) BCP Checklists The BCP Checklists identify the plans dynamic information that must be maintained regularly to ensure that the plan remains viable and in a constant state of readiness. This information identifies the resources (people/equipment) and action plan to implement the BCP. This information is maintained in a checklist form to allow it to be removed from the Recovery Manual and be used directly to record the results of each component of the recovery. Business Continuity Plan (BCP) Abbreviations Guide Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 4-1 4 ABBREVIATIONS GUIDE This section lists the definitions of the abbreviations commonly used throughout the BCP documentation: Abbreviation Full Description BCP Business Continuity Plan BRC Business Recovery Coordinator BRS Business Recovery Site BRT Business Recovery Team CC Communications Coordinator CC Command Center CCC Crisis Communications Center CCP Crisis Communication Plan CCT Crisis Communication Team DAT Damage Assessment Team EFT Electronic Funds Transfer EMT Emergency Management Team EOC Emergency Operations Center ERL Emergency Management Team Recovery Leader FC Finance Coordinator HRC Human Resources Coordinator ITRC IT Recovery Coordinator ITRT IT Recovery Team ORC Operations Recovery Coordinator RBRS Regina Business Recovery Site RPO Recovery Point Objective RTO Recovery Time Objective SBRS Saskatoon Business Recovery Site SMT Senior Management Team Stage 1 Immediate Response Stage 2 Environmental Restoration Stage 3 Functional Restoration Stage 4 Data Synchronization Stage 5 Resumption of Critical Business Functions Stage 6 Plan/Move to an Interim Site Stage 7 Return to Home Office WCB Workers’ Compensation Board of Saskatchewan Business Continuity Plan (BCP) Business Unit Information Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 5-1 5 BUSINESS UNIT INFORMATION 5.1 Critical Function Description Provide a detailed description of the Business Unit Critical function that this plan covers. 5.2 Business Location Provide details of the location of this function during normal operations. 5.2.1 Building/Floor/Office 5.2.2 Mailing Address 5.3 Critical Function Recovery Team Provide details of the staffing resources for this plan during normal operations and the calling tree notification to be used to contact staff if the plan is activated. Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. The following sheet must be completed: Chklst.xls – Recovery Team Information tab Business Continuity Plan (BCP) Instructions Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 6-1 6 INSTRUCTIONS 6.1 Terms of Reference These are the basic principles upon which all BCP plans should be developed: a) Worst Case Scenario: All plans are constructed to cover total destruction of a WCB Office. These steps would cover any lesser event, with some steps not being required (indicate N/A on the checklist). b) Exception Based Planning: For equipment at the alternate site a standard work area (telephone, paper, office suppliers, computer, software, etc.) is supplied. You need only document any requirements in addition to these standards in your plan. Procedures documented in the BCP plan should be for manual/work around situations only and reference existing procedure manuals once critical functions resume (Stage 3). c) Keep it Simple: Plans checklists and strategies should be developed so that they are as simple and straightforward as possible. In the chaotic environment of a disaster simpler is better. Too much process and bureaucracy will slow recovery and cause failures in the recovery process. d) What to Do: Plans and checklists should indicate “What to do”, not “How to do it”, as staff identified for initial response should be intimately familiar with regular operating procedures/processes. This ensures that the plan is flexible and does not contain so much detail as to be difficult to use. The “How to do” aspects can be addressed by developing/including copies of procedure manuals. 6.2 Plan Overview a) Purpose: This document outlines the steps required to perform the identified business function in the event of an unanticipated disruption to normal operations. This document will identify the triggers to implement alternate business processes, the steps to deploy those alternate processes, how to verify that the business has been properly restored, how to ensure data integrity when business has been properly restored, and how to revert back to “normal” business operation. b) Policy: This BCP is subject to the WCB BCP policy found in the WCB BCP Reference Manual. c) Scope: This BCP is applicable to the Critical Business Function defined in Section 5 – Business Unit Information Business Continuity Plan (BCP) Instructions Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 6-2 6.3 Plan Definitions a) Disaster is defined as “an unplanned incident, which is expected to disrupt normal operations for more than five days, and which is expected to have a significant impact on service to customers, on cash flow, or on market share.” b) Vital Records include “all information necessary for the ongoing operation of WCB business. In case of loss or destruction, this information must be recovered in a very short time (as opposed to being able to recreate it within a two (2) week time frame). It therefore has to be backed up and stored off-site.” c) Crash Kit contains the various materials that are required to execute the BCP strategy and establish the resumption of critical functions at an alternate location. d) Critical Business Functions are considered to be integral to the accomplishment of the Boards mission and its business functions, and without which operations would be curtailed or otherwise severely impeded. e) Midrange applications are systems that reside on the WCB midrange computer environment. These applications are: Claims, REA, Oracle Financials and JD Edwards (HR). 6.4 Plan Assumptions 6.4.1 Global Assumptions a) There has been no loss of life as a result of this disaster. b) If the disaster is wide spread (i.e. a regional disaster), it will not be feasible to continue operations in that area. c) Saskatoon/Regina Office has not been affected by the same disaster. d) Our off-site storage facility has not been affected by this disaster. e) If an alternate site is deemed necessary, we are able to obtain the required space at one of our pre-selected alternate sites and required staff are willing and able to make it to this “new” office location. f) An alternate site will only be required for a disaster classified as greater than 5 business days in duration. g) Paper files: it is not feasible to maintain a full backup of all files. The assumption is that files can be recreated to some extent, and that some decisions can be made without full background information. Business Continuity Plan (BCP) Instructions Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 6-3 h) All midrange applications (Claims, REA, Oracle Financials) will be available once computer systems are restored, including on-line enquiries. i) Sufficient printing capability will be available at the alternate site to support the required number of PC’s. j) Critical computer systems can be reinstated within 24 hours, PC’s/Network connectivity within 3 days. k) Telephone calls can be redirected and/or received at an alternate site within 2 hours. l) Availability of funds to pay claimants or meet other financial obligations is not an issue 6.4.2 Plan Level Assumptions (Note: These are example only and should be replaced with assumptions applicable to your department critical function/s) a) Policy documents are critical for Claims. The assumption is that Regina and Saskatoon would have backups of this information. This plan addresses the critical business functions of the WCB. Business Continuity Plan (BCP) Instructions Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 6-4 6.5 Plan Maintenance A BCP plan is not a one-time commitment. Instead Business Area BCP Plans are intended to be living documents. They should reflect the latest information available. Plan Leaders are responsible for reviewing and updating their plans on a regular basis. The Plan Leader, alternate Plan Leader, and all other individuals who have copies of the plan will be sent updates each time the plan is changed. The accepted practice is to print only the page or pages that have been changed rather than the entire plan. Your Business Continuity Plan must be updated on a regular basis as an on-going, funded business activity budgeted to provide the resources required to develop, test and maintain these plans. This work can be tied into corporate planning activities but must be based on the following regular maintenance schedules. It should also be done whenever there has been a significant change. For example, if a significant shift in roles and responsibilities, or a departmental reorganization takes place, changes are likely to be necessary in the Business Continuity Plan. If business re-engineering, or new systems applications have been implemented, workflow, procedures and even critical functions for business recovery may change. Note: Plan Maintenance is also covered in the BCP Reference Manual -Plan Maintenance section 6.5.1 Quarterly Validate Contact Lists: Print out all contact documentation/checklists Review/distribute for verification Compare to quarterly HR listings Update documentation as required 6.5.2 Semi-Annually Review/Update BCP Documentation: Business Priorities/FAST Diagram (Critical Functions) Personnel Changes Key Contacts (internal and external) Interim Procedures Lost transaction/synchronization/document recovery procedures Recovery Checklists Resource Requirements (staff, equipment, forms, etc) Special Equipment List Assumptions/Outstanding issues Vital Records Business Continuity Plan (BCP) Instructions Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 6-5 6.5.3 Annually Plan Certification (compliance): All Plan leaders review plan document (see semi-annual plan review) Participate in BCP Plan test exercise Ensure any updates as a result of test exercises have been made Provide signoff to Divisional Coordinator Review Vital Records Storage/Crash Kit: Review Contents (as per kit inventory list) Verify that Recovery Plan is most recent version, update as required Verify that the checklists are the most recent version, update as required Verify that any forms are current version, update as required Verify that Procedure Manuals (for functions/systems identified in plan) are a current version, update as required Verify that diskettes/tapes/CD’s are at current version, update as required Review/update Crash Kit inventory listing Update Plan Templates: Review/Update Plan Shell (BCPSHELL.doc) Review/Update Checklists template (CHKLST.xls) Update all Paper Copies of Plan: Onsite Crash Kit Home or alternate site Others Business Continuity Plan (BCP) Instructions Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 6-6 6.6 Other Items/Outstanding issues These are items that require decisions or research before they can be incorporated into the main plan body. Or they are outstanding issues that must be resolved before a component of the plan can proceed. This table constitutes a “To Do” list of items that must be resolved before the plan can be considered complete. ITEM/ISSUE ASSIGNED RESOURCE COMPLETION DATE Business Continuity Plan (BCP) Critical Function Recovery Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 7-1 7 CRITICAL FUNCTION RECOVERY This checklist provides the information related to the recovery of the identified critical business functions of this business unit. 7.1 Event Log All events, decisions, actions, or meetings occurring before during or after a disaster must be logged or recorded (captured in minutes). This information will be used to evaluate the effectiveness of the response and recovery efforts and identify areas for improvement. Disaster events can be logged using the Disaster Event Log -Appendix E , or Problem/Issue Log – Appendix F. This information is critical to the continuous improvement of the WCB’s BCP effort. 7.2 General Recovery Strategy (Note: These are Example only and should be replaced with strategies from the strategy worksheets for your critical function/s) The general strategy is to restore critical business functions to our clients as quickly as possible. a) Re-route telephone calls to Saskatoon/Regina. b) Claims will be managed from Saskatoon/Regina. c) All other functions to run out of temporary location. 7.3 Critical Business Processes Restore the following critical business processes that support the Critical Business Function, in order of importance within their stated RTO’s. The following sheet must be completed: Chklst.xls – Critical Business Processes tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Crash Kit Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 8-1 8 CRASH KIT This checklist provides the inventory and location of the items contained in the area’s Crash Kit. A Crash Kit contains the various materials and supporting information required to execute the BCP plan and the resumption of critical functions. The Crash Kit must be stored off site and be available to be retrieved with short notice. A Crash Kit should contain, but is not limited to the following items: Crash Kit Inventory listing Copy of BCP documents (Reference Manual/BCP Plan/Checklists) Copies of Procedure Manuals Vital Records (as appropriate) Copies of forms your business unit would need right away Backup diskettes/CD’s/Tapes (information required) Additional software (not found in standard configuration) Workstation Images (disk/CD) Systems documentation/Procedure Manuals Special equipment (where feasible) your business unit would need right away Small supply of unique supplies your business unit would need right away Any additional items/information required Crash kit contents are subject to regular review and inventory update as indicated in the Plan Maintenance section of the Reference Manual. The following sheet must be completed: Chklst.xls – Crash Kit tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Recovery Checklist Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 9-1 9 RECOVERY CHECKLIST The following sections of the Checklist tab must be completed (chklst.xls – Checklist tab): Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after these pages. 9.1 Stage 1 – Immediate Response Steps (Day 1) 9.1.1 Disaster Alert Alert Notification Outside of Normal Business Hours: In the event of a disaster alert, you are expected to remain available by telephone until further notification. If you are not going to be available at your regular telephone number, make sure that the Emergency Management Team (EMT) or Divisional Coordinator knows where they can contact you. Record all information and instructions given by the Emergency Management Team. Use the Notification Checklist form -Appendix A to record this information. Based on the nature of information available and the likelihood that a disaster will have to be declared, determine if it is necessary to place staff members on alert, and when. This should be done in conjunction with your Emergency Management Team (EMT) representative. Note that all staff members, once placed on alert, are also expected to remain available by telephone for further instructions. If Alert is received during normal Working Hours: Staff are expected to evacuate the building as quickly as possible, BCP leaders should make a reasonable attempt to take their BCP manual with them. Record all information and instructions given by the Emergency Management Team. Use the Notification Checklist form -Appendix A to record this information. Consult the Reference Manual -Emergency Procedures -Evacuation section for directions to follow, once building evacuation procedures have been completed. Each division is assigned a specific location where they are to congregate, go there and wait for further instructions. Business Continuity Plan (BCP) Recovery Checklist Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 9-2 Review Business Recovery Plan Review Business Continuity Reference Manual, especially following sections: Business Continuity Policy Roles and Responsibilities Staff Notification Procedures Recovery Sites Emergency Evacuation and Procedure (if it applies) Review Staff/Work Area Plan -Section 11.3 Review Plan Assumptions-section 6.4 and Outstanding Issues section 6.6 If necessary, begin working out solutions on how unresolved outstanding issues will be handled during this disaster scenario. Review staff lists, and determine (or confirm) staff who will be asked to work at the alternate site, and which staff will remain at home. Review directions to Recovery Sites in the Reference Manual Review transportation options for staff who are going to have difficulty getting to the recovery site. Review Equipment Requirements -Section 11.3 and staff Work Area Plan – section 11.3 Review Vital Records -Section 167. 9.1.2 Disaster Declared Your Divisional Coordinator (or alternate) will notify you of a disaster declaration. If you receive notification from someone else, verify the disaster declaration with your Divisional Coordinator/alternate, if at all possible. Confirm what staff are to report for work at the alternate site and when as per Staff Plan -section 111. Note any other staff members that need to remain on alert. 9.1.3 Proceed to Business Recovery Site (BRS) Refer to the maps in the Reference Manual – Recovery Site Maps section for directions to the recovery sites. Business Continuity Plan (BCP) Recovery Checklist Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 9-3 9.2 Stage 2 – Plan Work at Business Recovery Sites (BRS) (Day 1-2) 9.2.1 Prepare Work Area Understand Departmental Damage Recovery plans at an alternate site may vary, depending upon the nature of the disaster event, and the likely duration before normal operations can resume. If only access is unavailable, but there has been no loss of equipment or records, it may be better to lease special equipment requirements rather than to purchase them. Review equipment and software requirements Review equipment requirements for at home staff Notify Business Recovery Coordinator (BRC) of changes After reviewing list of equipment notify BRC of any changes required. Determine workstation assignments Note that each plan has been assigned a group of work area seats, as outlined in the Reference Manual -Work Area Seat Allocation at the Recovery Site section. Specific workstations will be assigned to staff members as per the Staff Work Area Plan -section 11.3, and labelled with their name for easy contact later on. Report all assignments to the Business Recovery Coordinator, or to Operations staff. Establish Mail and Telephone Handling Procedures Confirm Retrieval of Vital Records The Operations Recovery Coordinator will arrange for all vital records to be delivered from storage to the alternate site. Confirm that they have been received, and arrange for appropriate distribution to workstations at the recovery site. Confirm Availability of Forms Required forms are going to be stored off-site in hard copy format, until computer backup is available. Copies will need to be made, either through photocopying or by having copies printed by an outside printer. Business Continuity Plan (BCP) Recovery Checklist Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 9-4 9.2.2 Day 1 Critical Functions Answer Phone Inquiries Directions for Answering Disaster Questions Based on the initial assessment of the disaster and the expected time of computer recovery, determine how customer service calls and communication to be handled. You will be provided scripts from the Planning and Communications area to be used to answer any questions. DO NOT TALK TO THE NEWS MEDIA Notify all major Customers/Suppliers of the problem Information provided should be reviewed with the Emergency Management Team before calling. Prepare plan for lost data Provide Status to Divisional Coordinator (see Status Report – Appendix C) The Divisional Coordinator will be present at the recovery site, but will not have a workstation. This person will need to be updated on overall status and recovery progress, so that any priority problems can be dealt with at the appropriate level. Business Continuity Plan (BCP) Recovery Checklist Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 9-5 9.3 Stage 3 – Restore Procedures and Systems (Day 1 –2) 9.3.1 Functional Restoration Confirm Staffing Plans and Arrangements The IT Recovery Coordinator will provide periodic updates on computer systems status, including availability of on-line services. Test On-line System Access Department representative should test that equipment and systems are available for personnel that are being called in to work. Check receipt of vital records or backup and Restore If vital records have been requested check for receipt and set up for use as part of normal business processing. Restore vital records, files etc Formulate Strategy To Determine All Items in Process Confirm Staffing for Resumption of Business Functions As soon as you have information on when systems services have been restored, confirm staffing plans for resumption of business functions at the recovery site. Note that this may involve the use of shift work. Use the Staffing Location Control Form -Appendix B to record the staffing information at the alternate site. Confirm Procedures for Handling Cycle Reruns and Duplicate Output As outlined in the BCP Reference Manual -Cycle Rerun Issues section, it is quite possible that duplicate output will be generated from the rerun of the first cycle after backup is restored. Review Guidelines for Cheque Handling from the Cycle Rerun See the BCP Reference Manual -Cycle Rerun Issues section, for guidelines on how to deal with the various scenarios that can occur regarding cheques produced from the last cycle prior to the disaster event, and also the rerun of this cycle. Confirm Manual Handling Procedures for Special Cheques Some cheques require special handling. Special attention will be needed for them at time of disaster. Business Continuity Plan (BCP) Recovery Checklist Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 9-6 9.4 Stage 4 – Backlog Processing (Day 2 – 3) Plan catch up from Work Backlog Begin to recover priority functions as indicated. Review Staffing Requirements and Plans Resolve Administration Problems As a last step before resuming normal new business processing, anticipate any remaining problems and follow them up Monitor Normal Business Processing Provide Status to Emergency Management Team (EMT) Update Divisional/Business Recovery Coordinator on customer service situation and status of normal new business processing (Status Report – Appendix C). 9.5 Stage 5 – Resume Critical Business Functions (Day 3 –5, > 5 Days) Review Plan in Light of Expected Disaster Duration The Business Recovery Coordinator (BRC) will notify you of the estimated duration of the disaster situation. If the disaster situation is expected to last longer than 5 days, then more staff and workstations are going to be needed to prevent service degradation -and workload management. In this case, additional workstations will be needed at an additional interim site to be set up at time of disaster as per the Staff Work Area Plan -section 11.3. This number needs to be communicated to your Divisional Coordinator, and in turn, to the Business Recovery Coordinator. 9.6 Stage 6 – Interim Site Migration Set up Planning Group for Interim Move(s) 9.7 Stage 7 – Return Home Set up Planning Group for Return Move(s) Business Continuity Plan (BCP) Communications Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 10-1 10 COMMUNICATIONS NOTE: This section should contain only Communications documentation or items specific to your area or function that would not be included in the main Communications section of the Reference Manual (i.e. telephone scripts or processes, client contact, etc.). This includes the details of the process for contacting, communicating, and following up with internal and external contacts/customers (Contact List –section 133). This section should be reviewed and approved by Planning and Communication. 10.1 Telephone Scripts 10.2 Customer Related Business Continuity Plan (BCP) Staff Plan Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 11-2 11 STAFF PLAN 11.1 Disaster Classification and Decisions: a. After being notified of the impact of the disaster, consider which staff will report for work, where and when. Note other staff members that need to remain on alert. The attached checklist – Staff/Work Area Plan -section 11.3, has been developed which summarizes the estimated number of staff required to carry out the area’s critical functions. b. Confirm, if necessary, which staff will be asked to work at the recovery site. Note however that shifts may need to be implemented if pre-selected alternate locations are not available. c. Identify which staff will be asked to remain on standby at home during the disaster period, and determine whether they can perform any support function from their home. d. Use the Staffing Location Control Form -Appendix B to record the staffing information at the alternate site. 11.2 Notification Procedure: Using the attached Staff Phone List-section 11.4, call all staff members in your plan, and advise them if they are required at the alternate site, if they are on alert, or if they are to remain home and await further instructions. Keep track of who has been contacted, and what agreements have been reached. These checklists are produced regularly, but not all names and phone numbers may be correct. At the time of the disaster, try remembering the most recent personnel changes, and make them on your staff listing. On an on-going basis, you are responsible for reporting and updating your plan for changes in departmental staff and home phone numbers based on the plan maintenance guidelines (quarterly). When calling staff members, please follow these guidelines: Read the procedures thoroughly prior to making a call. By following the instructions you will not unnecessarily alarm family members of an employee who was working at the site at the time of the incident. Business Continuity Plan (BCP) Staff Plan Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 11-3 Place phone call and say, “May I speak with (individual)?” a) Identify yourself by name and company, and always ask to speak directly to the staff member. If the staff member is home: -Provide the information you called to convey -Remind the person to make no public statements about the situation -Remind the person not to call co-workers and advise their family not to call others If the staff member is not at home: Their location is known; -Ask where they can be reached. -Get the number, call the location and provide the information you have Their location is not known; -Leave a message indicating that it is important that they contact you as quickly as possible, and where you can be reached. You get an answering machine; -Make no statement regarding the situation -Provide the phone number to call at the Emergency Operations Centre, ask that the employee make contact at that number as soon as possible. If the phone is busy over a prolonged period of time: -If it is essential that you contact this person immediately, ask the telephone operator to interrupt the call for you. b) Determine if the disaster situation has affected the staff member or their family personally. If so, help can be requested from Human Resources. If so, help can be requested from Human Resources through the Emergency Operations Centre. c) Explain the Salary Procedures (see Reference Manual – Human Resources Procedures – Payroll section) during the disaster situation. Emphasize that all staff are being paid to be available anytime, and are expected to be available at their home phone in case they are required for work at an alternate site, or to do work at home. If the staff member is going to be at another number, make sure they register it with you or your alternate (provide phone numbers, as required). d) Ask all staff to think about any major items they had been working on (cases, clients, contacts, problems), and to write them down, and report back to you by a specific time. Business Continuity Plan (BCP) Staff Plan Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 11-4 e) If all staff are to report to the recovery site: i) advise them when they will be needed ii) give them directions to the alternate site (see the Reference Manual -Recovery Site Maps section). iii) check on transportation to the alternate site. If they are unable to get there using arranged transportation they must get there on their own. iv) remind them that they will need their WCB ID cards or other forms of identification to get access to the recovery site. f) If phone service has been disrupted, advise staff that they can get updated information on the disaster situation by calling the WCB and going to the specified voice mailbox (see the Reference Manual -Communications at Time of Disaster section). g) Using the Staff Phone List section 11.4, maintain a log of your calls, so that you have a complete record of who has been contacted, and that you have confirmation of all staff members who are to report for work at the alternate site or at home. Business Continuity Plan (BCP) Staff Plan Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 11-5 11.3 Staff/Work Area Plan This checklist indicates who should be contacted and when they are required to report to the alternate site. NOTE: If an individual is required to report to the recovery site, but does not require a workstation/work area (ie certain supervisor’s) indicate Work area not required in the “Special Equipment Needs” section. Do not include this person in the “Total Work Area Required” section of the checklist. The Plan Leader should divide the available personnel into two groups: those who will go to the backup site first ant those who will be sent as replacements after a few days. The Plan leader should not over commit resources during the first few days. Identify any special equipment needs (work area equipment, computer hardware/software) that is required to be set up for that individual. Use the Staffing Location Control Form -Appendix B to record the staffing information at the recovery site. For information on the standard work area equipment at the recovery sites see the Reference Manual -Recovery Site Services section. The following sheet must be completed: Chklst.xls – Staffing & Work Area Plan tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Staff Plan Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 11-6 11.4 Staff Phone List The following sheet must be completed: Chklst.xls – Staff Phone List tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Dependencies Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 12-1 12 DEPENDENCIES Successful implementation of this plan is dependent on other departments or vendors being able to provide goods or services to restore operations. These dependencies have been documented. The following sheet must be completed: Chklst.xls – Dependencies tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Contact List Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 13-1 13 CONTACT LIST This checklist contains all contacts for internal and external staff/business areas/service providers/contacts, involved with the critical functions of the area, and any other organization that may need to be contacted in the event of a disaster. All vendors should be contacted and advised of the situation and kept up to date as the situation progresses. Keep track of who has been contacted, and what agreements have been reached. Contacts are listed by function/area and then alphabetically by name. The following sheet must be completed: Chklst.xls – Contact List tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Telephone System Recovery Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 14-1 14 TELEPHONE SYSTEM RECOVERY NOTE: This section should contain only telephone recovery documentation or items specific to your area or function that would not be included in the main Telephone system recovery plan (see Reference Manual -Alternate Site Services – Telephone Services at the Alternate Site). All items in this section should be reviewed and approved by the Operations Recovery Coordinator. (Note: These are Example only and should be replaced with department/function Telephone system related items) a) Our Main Fax #: 1-306-669-0639 is to be rerouted to the H/O Fax# : 1-306-597-3892 Our 1-800 lines will be rerouted to our predetermined H/O # within 5 minutes of the call being placed to Repair. Length of time required for the rerouting of our regular lines (ie: our main switchboard number, etc) will depend on the nature of the disaster and the priority of our call versus emergency services’ communications being restored at other sites. Minimum delay will be 24 hours to reroute our regular lines. Option of setting up a Pre-Plan contingency for our regular lines exists with Sask Tel, but at a significant cost. Pre-Plan would have a 4 hour guarantee. b) Predetermined critical phone numbers to be rerouted are: line for Claimants 1-800-663-0711 (669-7220) line for Medical Providers: 1-800-408-7811(669-4337), currently serviced initially through an auto-attendant line for Employers 1-800-664-0711 (669-7221) Local Line : 1-306-669-2111 for the main switchboard, also currently serviced through an auto-attendant. Fax Line# : 1-306-669-0639 c) Internal mailbox number to be utilized should the building be partially/completely destroyed will be 5362 in order for staff to access information regarding latest instructions by management. Password to be set up will be 1234. d) Queues should be re-established based on the following groupings: Queue 1 Claims Worker 1 Worker 2 Worker 3 Worker 4Business Continuity Plan (BCP) Telephone System Recovery Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 14-2 Queue 2 Medical Services Worker 5 Worker 6 Worker 7 Worker 8 Queue 3 ….. Primary Contact Names/Numbers : Sask Tel Account Manager-Worker 8 (306) 415-4726 Business Continuity Plan (BCP) Computer Systems Recovery Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 15-1 15 COMPUTER SYSTEMS RECOVERY This checklist contains the steps, timeline and information required to guide the recovery of the areas computer systems in the event of a disaster. This checklist should be kept high level and reference any additional manuals/standards or refer to the Vital Records checklist – section 16 for those items. The following sheet must be completed: Chklst.xls – Computer System Requirements tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Vital Records Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 16-1 16 VITAL RECORDS (Office Manuals/Department Specific Documents) Vital records are the external procedure manuals, schedules, forms, and departmental documents that are required to conduct the critical function/s. Vital records and important documentation should be backed up and stored off site. There should be at least two copies of vital record documents maintained. One copy should be stored on site and be immediately accessible. The other (backup) copy should be stored off site in hard copy or a compatible media format. The following sheet must be completed: Chklst.xls – Vital Records tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Forms are available from the following sources: Pre Printed are forms that you will be asking to be printed by an outside supplier, if a disaster destroys all other available supplies. Electronic Forms are forms designed using a Form filler, or available over the internet. These should be listed to make sure a master is properly backed up so that they can be restored at the alternate site. If a paper printed version may be sufficient to be photocopied and used in a disaster event this should be indicated, as well as having a copy placed in this plan. Paper/Photocopy means you will be able to use a photocopy of the form. NOTE: A copy of all Vital Records information/forms must be kept with this plan (insert them here). Business Continuity Plan (BCP) Information Required Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 17-1 17 INFORMATION REQUIRED (Information/Data/Form Requirements) These are departmental procedure manuals, generic forms/documents (cover letters, timesheets, HR forms, etc), and office administration procedures (Admin/accounting manuals) that are used in the normal course of conducting business and may or may not be attributable to a specific function. There should be at least two copies of these documents maintained. One copy should be stored on site and be immediately accessible. The other (backup) copy should be stored off site in hard copy or a compatible media format. The following sheet must be completed: Chklst.xls – Information Required tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. These items are available in the following forms: Paper/Photocopy these forms are paper based and can be photocopied as required. Disk these forms are stored on a local PC or found on a diskette. If forms kept on this media are required the PC they reside on must be identified to operations to be backed up or a backup copy of the diskette kept in the crash kit LAN these forms are stored on the network and will/should be backed up by regular backup cycles. In the event of a disaster they will be restored and be available for use once the server that they resided on is restored. If these forms are required before the server is available backup copies of the forms should be taken and placed in the crash kit. Midrange these are forms that are developed and stored on the Midrange. These forms will be available once the Midrange environment has been restored. If these forms are required before the Midrange is available paper or disk media copies should be taken and placed in the BCP manual/crash kit. NOTE: A paper copy of all information/forms that are indicated as Back Up Required” = Yes must be kept with this plan (insert them here). Business Continuity Plan (BCP) Special Equipment Requirements Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 18-1 18 SPECIAL EQUIPMENT REQUIREMENTS This checklist indicates any special equipment that will be required over and above that supplied for each work area seat at the recovery site. For shared equipment you must indicate the function/staff sharing the item. If the equipment is required for a specific individual indicate the name of the person that will be using it at the recovery site. For a listing of the standard equipment provided at each workstation at the alternate site see the Reference Manual -Recovery Site Services section. The following sheet must be completed: Chklst.xls – Special Equipment Requirements tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Critical Business Function Procedures Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 19-1 19 CRITICAL BUSINESS FUNCTION PROCEDURES This section documents procedures to be used in the initial stages (stage1-4) of a disaster where manual/work around processes are required. The procedures that follow document how critical business functions will be conducted until Stage 5 -Resumption of Critical Business Functions is achieved. Once critical functions have been recovered, regular processes/procedures using existing procedure manuals and systems can be used for most functions. Some procedures such as mail distribution may remain in a manual/work around mode until the move home (Stage 7). These functions will require the documentation of Checks/Reviews that will be conducted once the WCB returns to normal operations (Section 19.2) to ensure that business conducted using these procedures did not generate incorrect business transactions. Note: These are example only and should be replaced with the appropriate critical function/s recovery strategy procedures from the recovery strategy worksheets or Risk Response Matrix. 19.1 Recovery Procedures These are the procedures that will be used during a recovery. These procedures will be temporary, used only during initial recovery until Stage 5 – Resume Critical Business Functions has been achieved. Or they will be permanent, used until Stage 7 – Return Home and normal operations are resumed. a) GENERAL SUPPORT UNIT (MAIL/COURIERS/HEAD OFFICE COURIER BAG) sort/distribute courier bag contents open, sort and distribute courier deliveries and Canada Post incoming mail. date punch and return all items relevant to the Admin. function to Admin Support Clerk outgoing mail (couriers and Canada Post) perm & enrolment card filing b) ADMIN SUPPORT CLERK (ADMIN FUNCTIONS) run output jobs; letters, output sort and distribute courier output to Admin/Accounting Clerks sort, count/record incoming Admin/Acctg mail and distribute to Admin/Accounting Clerks deposit premium cheques -see WCB deposit manuals mail letters process Employer attention/address changes (Refer to Administration manuals -for detailed procedures) process Accounting within a 5 business day turnaround. self-admin coding investigations collection process start lapse process (Refer to Accounting manuals -for detailed procedures) Business Continuity Plan (BCP) Critical Business Function Procedures Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 19-2 c) CALL CENTRE PROCEDURES When a call comes in, we answer the inquiry using the Claims system whenever possible. If the information is not available on Claims, we would: refer to our notes confer with internal contacts (co-workers, other departments) request files /documents to be pulled E-mail appropriate contact person (inter-office, Saskatoon) Once we have determined the appropriate answers, call client back to advise. If there is a large delay in getting the information needed to provide an answer, call client to advise of delay and that we will get back to them as soon as possible. d) CLAIMS PROCESSING GENERAL SUPPORT Open, sort & date stamp mail CREDITOR SUPPORT process cheque run attach necessary documents -supps /forms match to files & return to Claims Specialists if requested prepare to send to banks via couriers match incoming mail to files deliver mail to examiner /specialists (Procedures documented in Claim Guidelines Manual) e) RECEPTION PROCEDURES Reception Duties Start at 07:15 and End at 16:30. 07:30 turn phone off “ NIGHT MODE “ Fill out daily reception sheet ( i.e absence, visitors, etc. ) and phone tally sheet Check e-mail for any reminders, board room bookings, or daily instructions Set up or accept standard boardroom bookings on a daily basis plus prepare coffee 15 minutes prior for specific meetings Mail, packages and parcels addressed to specific individuals should be forwarded immediately Greet all incoming visitors and have them sign in and ensure they are issued with a proper tag ( visitor or contractor ) Keep a log of all passes issued out to each person Business Continuity Plan (BCP) Critical Business Function Procedures Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 19-3 f) DAILY Confirm all reception passes are in at end of the day and secured Keep a list of who is on holidays, sick, away from the office or on a leave of absence g) ANSWERING THE PHONE Calls must be answered within 7 -10 seconds Answer the call with “Good morning or good afternoon, WCB reception “ or “ WCB... how may I direct your call? “ When paging employees or making announcements be brief and concise ( i.e. “ John Doe park 661, John park 661 “; ” Attention all staff, CICS will be down until further notice” Always be polite and helpful If you don’t know the answer do not give one; pass them to customer services for a correct response Ensure the phone is turned OFF of night mode at 07:30 and turned on night mode at 16:30 h) GENERAL A professional image is imperative at all times both with internal and external customers Personal phone calls are not to be made from reception area Spare passes must be issued from supervisors, NOT reception The desk, counter tops and floor are to kept clean and clear of clutter at ALL times Business Continuity Plan (BCP) Critical Business Function Procedures Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 19-4 19.2 Return to Normal Operations Checks/Reviews These are the Checks/Reviews that will be conducted once the WCB returns to normal operations to ensure that business conducted using these procedures did not generate incorrect business transactions/decisions. a) Review of Audit Logs b) Review Operating Reports Business Continuity Plan (BCP) Document Recovery Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 20-1 20 DOCUMENT RECOVERY This checklist guides you through the steps that must be considered in recovering documents (both paper and soft copy) in the event of a disaster. Copies of critical documents, computer backups, software, critical supplies may be available from a number of sources: Other WCB facilities (Saskatoon) may have similar resources or copies of critical documents Clients/suppliers/contractors may have copies of critical documents Commercial storage facilities can be used to store materials in a secure/climate controlled area The following sheet must be completed: Chklst.xls – Document Recovery tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Critical Resources to be Retrieved Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 21-1 21 CRITICAL RESOURCES TO BE RETRIEVED If the incident does not completely destroy the contents of the office many materials and equipment may be useable. Paper, microfilm and diskettes may be water/smoke damaged, but it may be possible to extract information from them. Do not attempt this yourself. Contact the Operations Recovery Coordinator for help when the incident occurs. Following the incident, if authorities and your facilities staff determine your building is safe to enter, you may be allowed into your building for a short period of time. This could be as little as 15-30 minutes. Create a list of critical items that you would retrieve if you could get into your building. This assumes, of course, that the items are salvageable. You should list these items in order of importance. Examples of items you might need to retrieve include: computer disks, computers, selected paper files and work in progress. Examples of items that you should not list include: family pictures, unimportant files, and information duplicated somewhere else. The following sheet must be completed: Chklst.xls – Resources to be Retrieved tab Note: this checklist is found in the spreadsheet chklst.xls. Once completed print and insert it after this page. Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-1 22 APPENDICES This section should contain any quick reference documents and listings not covered in previous sections. Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-2 22.1 Appendix A – Notification Checklist When Notified by the Emergency Management Team that the Business Continuity Plan (BCP) has been activated, the Plan Leader or Alternate should record the following information that will be passed along to department personnel: 1) Brief description of the problem: 2) Location of the Emergency Operations Centre (EOC): 3) Phone number to contact the Emergency Operations Centre (EOC): _____________________ 4) Any Immediate support requested by the Emergency Management Team: 5) Whether or not the facility can be entered: Yes ( ) No ( ) 6) If the facility cannot be entered, the location that the team should use for a meeting place: 7) Location of the Alternate Site (work area recovery): 8) Phone number to contact the Alternate Site: _____________________ 9) Other Information: Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-3 22.2 Appendix B – Staffing Location Control Form Make additional copies as needed COMPLETE DAILY FORWARD TO THE BUSINESS RECOVERY COORDINATOR Date: ____/_____/____ Completed by: ______________________ Recovery Team Recovery Phone Work Schedule Name Location Number From To Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-4 22.3 Appendix C – Status Report Form Make additional copies as needed Use this form to log significant recovery activities The Plan Leader is required to submit a written recovery status report to the Divisional Coordinator daily. This report may be submitted handwritten as long as it is legible. Date: _____________ Time: ___:___ AM /PM Name: _______________________ Department: __________________________________ Function/Critical Task: ______________________________ CURRENT OPERATIONAL SITUATION: Comments (facility, equipment or personnel issues): Conclusions/Actions/Decisions: Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-5 22.4 Appendix D -Call Tracking Form DATE:_________________________ CUSTOMER NAME:__________________________________ TELEPHONE:_________________ APPLICATION:______________________________________ ISSUE: RESOLUTION COMPLETED BY:__________________________________ Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-6 22.5 Appendix E – Disaster Event Log PLAN LEADER:______________________________ LOCATION: _________________________________ COMPLETED BY: ________________________________ Date/Time Description of Event Group/Individual to Follow – up Status Business Continuity Plan (BCP) Appendices Business Unit/Function Name Version 2.0 D:\Docstoc\Working\ActivePDF\Input\$ASQBusiness Continuity Plan _BCP_.doc.doc Printed: January 28, 2008 Page 22-7 22.6 Appendix F – Problem/Issue Log PLAN LEADER:______________________________ LOCATION: _________________________________ COMPLETED BY:_______________________________ Date/Time Description of Problem/Issue Group/Individual to Follow – up Status