Disaster Recovery Lessons Learned from Katrina

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Disaster RecoveryLessons Learned from Katrina

• Gail Ann McCreary, CRM
• Mississippi Power Company

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Before Katrina
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August 29, 2005
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Post - Katrina
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Determined Priorities

• Damage incurred
• Business unit and function
• Criticality to restoration effort
• Building access issues

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What We Did
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The Plan.

• Identify records needing to be dried
• Pack into boxes
• Stage on pallets
• Shrink wrap
• Load into freezer truck

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First Priorities

• Substation Construction
• Powerco
• Plant Watson

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Next Priorities

• General Office
• Balch Bingham
• Hancock Bank

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Plan Changed

• Downtown buildings had to be vacated
• All dry records
• All PCs, printers, phones
• Employee personal effects
• Undamaged furniture and modular
• Office supplies
• 400 employees

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New Issues

• Needed more boxes!!!!
• Needed temporary office space for 400 employees
• What to do with all the stuff
• Employees still on storm duty
• 2-3 weeks

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Plan B

• DR would stay and pack dry records too
• I did not have the manpower
• DR was experienced
• Had supply and manpower resources in place

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Determined Numbering Scheme

• Building ID
• Floor number
• Location number
• 202-101 General Office 2nd floor cubicle 202
• SI221-106 GSI 2nd floor location 221
• 842-102 Hancock Bank 8th floor location 842

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Hancock Bank

• Building tenant
• Doors locked
• No security
• Restoration efforts in process
• Elevators out of service
• Only one useable stairway
• Crane vs. human chain

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GSI

• Elevator iffy
• Did have electricity and A/C
• Only 33 employees

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General Office

• Coordinate with restoration activities
• Only one elevator in service
• Shared forklift
• Entrances blocked
• Dismantling modular furniture
• Removed artwork

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7700 Boxes
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Back to Normal
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Phase II

• No storage in temporary offices
• No file cabinets
• Multiple temporary offices
• Delivery issues
• Palletized boxes not in order by location

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Phase II

• Employees would have to review
• Coordinate with occupancy schedule
• Named coordinators for each site
• Small volumes delivered where possible

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Options

• Take
• Destroy
• Interim
• Records center storage

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Servicing Requests

• Determined location number
• Communicated location number and requested
  record(s) to DR
• DR retrieved record(s)
• Rushed through process
• Returned via Fed Ex overnight

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Lessons Learned - Disaster Recovery Process

• Utilize document recovery contractor

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Lessons Learned -Disaster Recovery Process

• Utilize document recovery contractor
• Understand the process

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Lessons Learned - Disaster Recovery Process

• Utilize document recovery contractor
• Understand the process
• Utilize multiple people

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Lessons Learned - Disaster Recovery Process

• Utilize document recovery contractor
• Understand the process
• Utilize multiple people
• Work closely with contractor

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Lessons Learned - Disaster Recovery Process

• Utilize document recovery contractor
• Understand the process
• Utilize multiple people
• Work closely with contractor
• Walk-thru after packing completed

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Lessons Learned - Disaster Recovery Process

• Utilize document recovery contractor
• Understand the process
• Utilize multiple people
• Work closely with contractor
• Walk-thru after packing completed
• Use floor plans for all buildings

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Lessons Learned - Disaster Recovery Process

• Utilize document recovery contractor
• Understand the process
• Utilize multiple people
• Work closely with contractor
• Walk-thru after packing completed
• Use floor plans for all buildings
• Document! Document! Document!

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Lessons Learned - Disaster Recovery Process

• Business continuity plan needed

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Lessons Learned - Disaster Recovery Process

• Business continuity plan needed
• Definition of vital records has changed

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Lessons Learned - Disaster Recovery Process

• Business continuity plan needed
• Definition of vital records has changed
• Need emergency contact numbers

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Lessons Learned - Disaster Recovery Process

• Business continuity plan needed
• Definition of vital records has changed
• Need emergency contact numbers
• Post-critique

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Lessons Learned - Personnel and Facilities

• Get to know your Facilities department

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Lessons Learned - Personnel and Facilities

• Get to know your Facilities department
• Employees personal items

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Lessons Learned - Personnel and Facilities

• Get to know your Facilities department
• Employees personal items
• No locked file cabinets or overheads

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Lessons Learned - Personnel and Facilities

• Get to know your Facilities department
• Employees personal items
• No locked file cabinets or overheads
• Take office keys with you

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Lessons Learned - Personnel and Facilities

• Get to know your Facilities department
• Employees personal items
• No locked file cabinets or overheads
• Take office keys with you
• No critical or only copy records in disaster
  susceptible areas

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Lessons Learned - Customer Service

• Storm procedures not heeded

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Lessons Learned - Customer Service

• Storm procedures not heeded
• Records preparation should be part of storm
  preparation and communications

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Lessons Learned - Customer Service

• Storm procedures not heeded
• Records preparation should be part of storm
  preparation and communications
• Files should be labeled / identified

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Lessons Learned - Customer Service

• Storm procedures not heeded
• Records preparation should be part of storm
  preparation and communications
• Files should be labeled / identified
• Enforce corporate policies

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Lessons Learned - Customer Service

• Storm procedures not heeded
• Records preparation should be part of storm
  preparation and communications
• Files should be labeled / identified
• Enforce corporate policies
• People are stressed

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Lessons Learned - Customer Service

• Storm procedures not heeded
• Records preparation should be part of storm
  preparation and communications
• Files should be labeled / identified
• Enforce corporate policies
• People are stressed
• Promote disaster preparedness and vital records
  protection

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Silver Linings

• Files were cleaned out

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Silver Linings

• Files were cleaned out
• Inactive records sent to storage

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Silver Linings

• Files were cleaned out
• Inactive records sent to storage
• Destruction of expired and unnecessary records

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Silver Linings

• Files were cleaned out
• Inactive records sent to storage
• Destruction of expired and unnecessary records
• Reduction in file volume

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Silver Linings

• Files were cleaned out
• Inactive records sent to storage
• Destruction of expired and unnecessary records
• Reduction in file volume
• New contacts with business units

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Silver Linings

• Files were cleaned out
• Inactive records sent to storage
• Destruction of expired and unnecessary records
• Reduction in file volume
• New contacts with business units
• Multiple opportunities to promote RIM

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Silver Linings

• Files were cleaned out
• Inactive records sent to storage
• Destruction of expired and unnecessary records
• Reduction in file volume
• New contacts with business units
• Multiple opportunities to promote RIM
• Department credibility enhanced

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Silver Linings

• Disaster planning for records now priority

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Silver Linings

• Disaster planning for records now priority
• Easement and ROW records protected

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Silver Linings

• Disaster planning for records now priority
• Easement and ROW records protected
• Records protection procedures part of storm manual

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Silver Linings

• Disaster planning for records now priority
• Easement and ROW records protected
• Records protection procedures part of storm
  manual
• Building re-engineered and improved

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Silver Linings

• Disaster planning for records now priority
• Easement and ROW records protected
• Records protection procedures part of storm
  manual
• Building re-engineered and improved
• No people or records in Lower Level

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Silver Linings

• Disaster planning for records now priority
• Easement and ROW records protected
• Records protection procedures part of storm
  manual
• Building re-engineered and improved
• No people or records in Lower Level
• EOC and critical functions moved from coastal zone

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Silver Linings

• RIM input into Facilities feasibility study

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Silver Linings

• RIM input into Facilities feasibility study
• RIM storm assignment changed

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Silver Linings

• RIM input into Facilities feasibility study
• RIM storm assignment changed
• Employees will not be complacent about next storm

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Conclusions

• Be proactive vs. reactive

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Conclusions

• Be proactive vs. reactive
• Good sense, sound judgment and creativity are
  necessary

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Conclusions

• Be proactive vs. reactive
• Good sense, sound judgment and creativity are
  necessary
• Dont be complacent

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Conclusions

• Be proactive vs. reactive
• Good sense, sound judgment and creativity are
  necessary
• Dont be complacent
• Expect the unexpected

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Conclusions

• Be proactive vs. reactive
• Good sense, sound judgment and creativity are
  necessary
• Dont be complacent
• Expect the unexpected
• Evaluate suppliers and services

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Conclusions

• Be proactive vs. reactive
• Good sense, sound judgment and creativity are
  necessary
• Dont be complacent
• Expect the unexpected
• Evaluate suppliers and services
• Empower people

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Questions?