Continuity in a Crisis

Australia – 17 March 2020 - With the escalating concerns around COVID-19 and talk of an imminent lockdown for schools and workplaces, this is the week where everyone is either testing or developing their business continuity plans to prepare for what might be next.

TDL are going through the same steps as everyone else whilst also guiding our customers through this process.

Below is a summary of the guidance we are offering to our customers from a people, process and technology perspective.

People:

Establishing Communications

In times of a crisis, the people in your organisation need clear and consistent communications from the top down.

TDL Tip : Avoid multiple sources of communication and establish an internal and external communication view as quickly as possible.

Managing people remotely

Managing a remote and dispersed team requires trust, clear communication and a different approach to overall collaboration.

Do you have a plan for managing your workforce outside of the office?

TDL Tip : Daily team stand-ups, conference calls and a Microsoft Teams site should all be considered to ensure communication keeps pace with the evolving landscape.

Keep everyone calm and carry on (as best we can!)

Some staff members and customers will be understandably anxious about everything they’ve read in the media and will be looking to their employers to show they’ve got this under control.

TDL Tip : Model behaviour that relays a calm and considered response to what’s happening. Keep language in written and verbal communications positive and upbeat.

Process:

Documenting your business continuity process

Your business continuity processes need to be robust, documented and communicated to all staff.

TDL Tip : All applications need to be tested in a real-life scenario before needed. A test that involves only 20% of the workforce accessing what they need is not a true test. It needs to be as close to 100% as possible to validate your quality of service.

TDL Tip : Prepare an FAQ document covering all the key policies relating to remote working and how you plan to support staff in the event they get sick or quarantined.

Some questions to consider:

  1. Can each of the teams work in a business as usual fashion? Think call centre staff, salespeople, engineers and finance? Can they access all the systems they need to and complete a standard workflow from beginning to end?
  2. Do you need a contingency plan for people who need to be at a customer site? Are there provisions in your customer contracts for your staff to work remotely to get projects deployed?
  3. Have we thought about every conceivable weak link in our processes? Have we asked front-line staff for their view of the world (often management don’t see all the holes until crunch time)?

Technology:

All of the above guidance, with a dispersed workforce, needs several layers of technology to make it happen.

Some questions to consider:

  1. What systems do your staff need to access?
  2. Can your whole workforce access them all concurrently?
  3. Can the network support your entire workforce logging on remotely at the same time?
  4. Is the environment they log onto, secure enough to prevent a cyber risk?

How we can help?

TDL is accustomed to working with clients to deliver a great modern workspace experience for their employees. We know how important it is to get the people, process and technology components just right. We rely on the whole TDL ecosystem from Consulting and Advisory, Networking and Security, Hybrid Cloud, Modern Workspace and Managed Services to deliver a holistic result.

In the current time sensitive environment we recommend to invest in the following:

  • Planning and strategy – TDL’s Consulting and Advisory teams are working with our clients to help shape their business continuity plans and ensure plans are up to scratch from a people, process and technology perspective. We can help you.

To get started click here to get a call back from our Consulting and Advisory experts.

  • Remote access solutions – TDL has created a crisis-proof Business Continuity Platform (BCP) that provides the capacity to automatically scale a secure workspace without the need for significant capital investment. The TDL BCP is delivered via Citrix On-Demand Cloud running on Microsoft Azure with secure connectivity back into your organisation’s corporate environment.

To see how fast you can be in business, click here to request a call back from our remote access deployment specialists.

  • Collaboration tools such as Microsoft Teams (and alternatives) to enable staff to feel engaged throughout this period and ensure business continues effectively, are key in this process. This can be quickly and easily deployed by our team to get you set up in the time-frame you need. 

If you already have a solution like Microsoft Teams, you still need to ensure security of the platform, TDL recommend a production ready platform for Teams that is secure and includes management, monitoring and governance.

Our ultimate piece of guidance is just pick up the phone and call us, we are ready to help you.