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1 Lcal knwledge. Glbal pwer. AEGON Crisis Management Exercise May 8 th, 2008 Lcal knwledge. Glbal pwer. 1

2 Pssible divider pages Overview AEGON Grup Lcal knwledge. Glbal pwer. 2

3 AEGON at a glance Life insurance, pensins and investment prducts Mre than 40 millin custmers wrldwide Presence in ver twenty markets thrughut the Americas, Eurpe and Asia Mre than 31,500 emplyees wrldwide, ver 14,000 in the US Mre than EUR 344 billin in revenue generating investments t (as at June 30, 2008) Lcal knwledge. Glbal pwer. 3

4 Internatinal Presence HONG KONG Lcal knwledge. Glbal pwer. 4

5 AEGON Financial Partners (AFP) AFP is largest US divisin i i - hme t multiple perating cmpanies and clcated with several divisins. Majr Cmpanies/Divisins: i i InterSecurities Brker Dealers Transamerica Wrksite Marketing AEGON Infrmatin Technlgy Transamerica Asset Management Grup Transamerica Retirement Services Transamerica Life Insurance Cmpany AEGON Crprate 3, emplyees within the AFP Divisin and lcated in Atlanta, Cedar Rapids, Little Rck, Luisville, Ls Angeles and St. Petersburg. 1,200 emplyees in St. Petersburg. Lcal knwledge. Glbal pwer. 5

6 Pssible divider pages Overview f AEGON s Incident Respnse Structure Lcal knwledge. Glbal pwer. 6

7 PROGRAM COMPONENTS AEGON fllws best practices such as the DRII dmains and the BS standard fr business cntinuity t respnd t the different phases f an event. T summarize, the main cmpnents include the dcumentatin and testing f the fllwing elements: Business Impact Analysis and Risk assessment Incident and crisis management and EOC s Business Cntinuity Planning and Disaster Recvery Emplyee Safety Lcal knwledge. Glbal pwer. 7

8 INCIDENT MANAGEMENT STAGES INITIAL RESPONSE: Flr wardens, MAT: safety IMT initial assessment Lcal knwledge. Glbal pwer. 8

9 TOOLS FOR BUSINESS CONTINUITY MANAGEMENT Incident Management Supprt Tls WebEOC Incident Management Virtual EOC Manages the Emergency BIA* prfessinal Business Impact Analysis Respnse Defines Pririties f Recvery LDRPS* Business and Systems Cntinuity Defines Prcedures fr Cntinuity NtiFIND Emergency Ntificatin Ntifies EOC and BCP respnsibles * in prcess f implementatin Lcal knwledge. Glbal pwer. 9

10 Testing: PRACTICE, PRACTICE, PRACTICE Testing is a critical cmpnent f the prgram. Testing includes simulatins and actual exercises t test cmpnents and the verall recvery including but nt limited t: IMT, EOC, BCP, DR, Safety. Lcal knwledge. Glbal pwer. 10

11 RESPONSE STRUCTURE ISC FOR PRIVATE SECTOR Putting all tgether. Incident Management Plan Incident Cmmand Operatins Lgistics Planning Financiali Disaster Recvery Flr Marshals Business Cntinuity Disaster Recvery Plans IT Emergency Respnse Plans Business Cntinuity Plans Lcal knwledge. Glbal pwer. 11

12 Incident Cmmand System Overview Cmmand Overall respnsibility and management f the incident management team and incident respnse activities. Operatins Perfrms the initial respnse t the emergency, reduces the immediate hazard, cares fr thse in the immediate vicinity f the event, and restres the infrastructure (facilities, safety, security, telephny and infrmatin technlgies). Planning Business peratins fcused team that develps recvery strategies based n pririty f business prcesses. Crdinates the restratin f business prcesses thrugh interactin with department BCP crdinatrs. Lgistics Prvides service, supprt, supplies, equipment, persnnel, and ther resurces t effectively deal with the situatin. This grup als prvides fr the "care and feeding" f the Incident Management Team, missin critical business units, and thers wh need assistance. Finance Liaisn with the Cedar Rapids Finance team t handle time tracking / payrll, expense management and insurance claim handling. Lcal knwledge. Glbal pwer. 12

13 Business Cntinuity Planning St. Petersburg Initial fcus Hurricane preparedness. Develped departmental plans. Develped a campus plan. Develped a disaster recvery plan. Created the Incident Management Team t wrk within the Incident Cmmand System Leased ffice space fr ur Emergency Operatins Center and have supplies, cmmunicatins, etc.. Recruited EOC administrative staff. Lcal knwledge. Glbal pwer. 13

14 Testing Annual testing f the Incident Management Team at the EOC. Scenaris tested Several exercises fcused n hurricanes Trnad exercise Pandemic exercise Fr each exercise, assumed emergency respnse tk care f itself. Lcal knwledge. Glbal pwer. 14

15 Testing.and then I went t Ls Angeles. Fcus is nt recvery but emergency respnse. Emplyee safety CERT First Aid/CPR Supply kits Lcal knwledge. Glbal pwer. 15

16 Testing New fcus fr St. Pete EMERGENCY RESPONSE! Lcal knwledge. Glbal pwer. 16

17 The Exercise Crisis Management Steps Taken t Prepare fr Emergency Respnse Trained flr marshals n CERT Cntacted St. Petersburg Fire Department Create exercise Gt buy in frm IMT fr exercise in crisis i management Lcal knwledge. Glbal pwer. 17

18 Exercise - The Objectives Practice all emplyee safety prcedures. Test all f the facility s life safety equipment. Practice flr marshal CERT prcedures. Evaluate IMT activatin prcess and decisin making during the initial iti cntainment t phase f a disaster. Evaluate BCP assumptins and initial steps during an emergency. Identify ygaps in respnse prcedures and mitigatin strategies. Lcal knwledge. Glbal pwer. 18

19 Exercise - The Scenari A n name strm prduced a trnad that hit the East side f the building At the same time it sparked an electrical fire Emplyees were frced t evacuate Significant damage t the building At least 20 injured. Lcal knwledge. Glbal pwer. 19

20 Exercise Building Damage Lcal knwledge. Glbal pwer. 20

21 Exercise - St. Pete Organizatin IMT The IMT met at designated lcatin. Facilities in the building wrking with the fire department. Liaisn with the fire department s Incident Cmmand. EOC Supprt Staff EOC supprt staff assigned t each ple, prviding instructins and crwd cntrl. Flr Marshals Flr Marshals respnsible fr search and rescue, triage, and first aid. Lcal knwledge. Glbal pwer. 21

22 St. Pete Organizatin Cnt. Business Recvery Team Respnsible fr activating the campus plan Emplyees Emplyees evacuate the building and relcate t assigned ples depending n where they were in the building at the time f the exercise. Managers t begin wrking their BCPs. Lcal knwledge. Glbal pwer. 22

23 The Fire Department - Organizatin St. Petersburg Fire Department Larg Fire Department Lealman Fire Department Oversee the flr marshals Pinellas Park Fire Department SunStar Paramedics Lcal knwledge. Glbal pwer. 23

24 The Results Emplyee Safety Prcedures Mst emplyees evacuated accrding t the plan. Sme emplyees reprted difficulty walking dwn the stairs. This was nt nly a prblem fr thse emplyees, but als reduced the speed with which ther emplyees culd exit the building. Since the East side f the building was damaged and the West side in flames, what wuld be the real evacuatin plan? Nt all emplyees were aware f wh the flr marshal was fr their area. There are emplyees with special needs that cannt be in the sun r stand fr lng perids f time. Lcal knwledge. Glbal pwer. 24

25 The Results Life Safety Prcedures It was difficult t ensure that all emplyees were accunted fr since nt everyne went t their assigned ples. Ple assignments are based n where yu are in the building at the time f the incident nt where yu sit. We didn t knw wh was in the ffice, n vacatin, traveling, etc. In a real event, many emplyees will leave. Traffic in and arund the parking lt will be prblematic with nlkers and emplyees trying t leave. Lcal knwledge. Glbal pwer. 25

26 The Results Facility s Life Safety Equipment The lbby drs f the building remained lcked when they shuld have autmatically unlcked. Lcal knwledge. Glbal pwer. 26

27 The Results Practice Flr Marshal CERT Prcedures In general, the flr marshals fund the injured emplyees and were able t perfrm the new CERT duties. A few flr marshals frgt t sweep the flrs and left the injured behind. Crdinatin and cmmunicatins between the flr marshals were difficult. Need t review the prcess f the flr marshal duties frm clearing the flr t perfrming CERT duties. Lcal knwledge. Glbal pwer. 27

28 The Results-Crdinatin with External Agencies Need t wrk n hw/what cmmunicatins are between the IMT and Incident Cmmand. Need t understand the rle f the liaisn between the IMT and Incident Cmmand. We need t identify their back-up. Lcal knwledge. Glbal pwer. 28

29 The Results Evaluate IMT Activatin The IMT met at the designated area and started wrking thrugh the issues. Cmmunicatins became an issue. Cell phnes and Blackberries did nt wrk well in the parking lt. Cmmunicatin with the managers acrss the park was difficult. Made decisin t declare based n infrmatin received frm Incident Cmmand. Lcal knwledge. Glbal pwer. 29

30 The Results Evaluate IMT Activatin Cnt. We need a better understanding f the prcess t declare with Rentsys and Duluth (i.e., hw many seats we can get, timeframe trailers shuld be n site, hw sn can WFG be ready?). Lk at hw t assign 1 st and 2 nd respnders fr Duluth & Trailers. Lcal knwledge. Glbal pwer. 30

31 Questins? Thank yu! Lcal knwledge. Glbal pwer. 31