Critical Infrastructures: Working Together In A New World

1
Critical Infrastructures Working Together In A
New World
Morgan Stanley 9/11 Lessons Learned
Steve Ruegnitz, Managing Director, Institutional
Enterprise Applications, Security and
Telecommunications
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Agenda

• Three Events Shaped Our Contingency Plan
• Pre-Crash Overhead View
• Our People At The World Trade Center
• WTC Tenants
• Chronology Of Events
• Locating Our People
• Caring For Our Employees
• Relocating Our People
• Lessons Learned Be Prepared
• Lessons Learned -- Logistics
• Lessons Learned -- The Human Factor
• Going Forward
• Small Enterprise Suggestions

3
Three Events Shaped Our Contingency Plan
1991 Persian Gulf War
1993 World Trade Center Bombing
Y2K
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Pre-Crash Overhead View
WTC Complex
TO CHAMBERS ST. EXIT
Morgan Stanley
Escape Route

1. 1 WTC
2. 2 WTC
3. Marriott Hotel
4. 4 WTC
5. 5 WTC
6. 6 WTC
7. 7 WTC
8. 90 West St.
9. 1 WFC
10. 2 WFC
11. 3 WFC
12. 4 WFC

Citi Asset Management
7
AXP
Merrill Lynch
VESEY ST.
WEST ST.
5
6
11
12
1
10
CHURCH ST.
4
2
3
Lehman Brothers
8
9
5
Our People At The World Trade Center

• 3,528 total employees
• 2,834 in IIG (82 of IIG non-field staff)
• 694 in IM (17 of IM staff)
• 31 employees treated for injuries
• 6 missing

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WTC Tenants
110
AON
1100 employees
WINDOWS ON THE WORLD
70 employees
103
SANDLER O'NEILL PARTNERS
177 employees
CANTOR FITZGERALD
1000 employees
FIDUCIARY TRUST COMPANY INTL.
645 employees
MARSH MCLENNAN
1700 employees
96
AMERICAN BUREAU OF SHIPPING
16 employees
FRED ALGER MANAGEMENT
55 employees
93
WASHINGTON GROUP INTL.
190 employees
CARR FUTURES
141 employees
87
KEEFE, BRUYETTE WOODS
171 employees
OHRENSTEIN BROWN
91 employees
NY STATE DEPT. OF TAXATION FINANCE
222 employees
NETWORK PLUS
46 employees
HARRIS BEACH
113 employees
74
EURO BROKERS / MAXCOR FINANCIALGROUP
285 employees
FUJI BANK
625 employees
PORT AUTHORITY
2000 employees
MORGAN STANLEY
2778 employees
59
BRIDGE INFORMATION SYSTEMS
SIDLEY AUSTIN BROWN WOOD
600 employees
56
ICAP
750 employees
DAI-ICHI KANGYO BANK
300 employees
FIREMAN'S FUND
190 employees
46
WACHOVIA / FIRST UNION
48 employees
43
THACHER PROFFITT WOOD
300 employees
LEHMAN BROTHERS
618 employees
FRENKEL CO.
KEMPER INSURANCE
36 employees
OPPENHEIMER FUNDS
598 employees
EMPIRE BLUE CROSS BLUE SHIELD
1914 employees
SUN MICROSYSTEMS
300 employees
25
ICAP
750 employees
SCOR-US
120 employees
KEY
BANK OF AMERICA
400 employees
More than 100 people missing
10
11 to 100 people missing
10 or fewer people missing
All employees accounted for
Areas of impact
1 WTC
2 WTC
Morgan Stanley offices
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Chronology Of Events
915am Senior Management relocates to command
facilities in 750 7th Ave Establish
communications Begin process of locating our
people
Employee emergency number aired on broadcast media
IIG IM Senior Management at 1585
910am Lost contact to 2 WTC
730am
800am
830am
900am
930am
1000am
1030am
1100am
1130am
959am 2 WTC collapses
1028am 1 WTC collapses
1130am First survivor arrives at command
facility (750 7th Ave)
950am Last MS employee leaves 2 WTC
848am 1 WTC hit by AA11
849am 2 WTC Evacuation begins Contingency Plan
implemented
920am Varick St. back-up systems
activated Harborside starts purchasing key
business equipment
903am 2 WTC hit by UA175
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Locating Our People
Day
Event
Time
Employee Update
11-Sep
Emergency 800 aired on broadcast media Discover
Van Kampen Call Centers First employee call
received at call center MS Online Call
Center 2,500 phone calls received Out-bound calls
to employees and family members begin
1100 am 1225 pm 125 pm 730 pm
2,528 unaccounted
Continue to receive in-bound employee
calls Out-bound calling campaign
continues Employee ATM activities reviewed Home
telephone numbers matched against Discover Card
telephone numbers
12-Sep
300-400 unaccounted
Door-to-door search for missing employees
commences
13-Sep
30-40 unaccounted
14-Sep
6 unaccounted
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Caring For Our Employees

• Employee Assistance Program began work
  immediately
• part of the long-term employee benefit plan
• resources expanded to accommodate increased call
  volume
• group sessions held in all major locations
• Full-time counselors were on-site at nine of our
  major locations in the New York area from
  September 12th to October 5th currently,
  supplied on an as-needed basis
• Additional counselors dispatched to emergency
  call centers
• Results
• 1,476 employees received phone counseling via EAP
• 6,577 employees received group counseling via EAP
• 307 employees received one-on-one counseling via
  EAP

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Relocating Our People
1585/1221/1633/750
Hudson River
NEWJERSEY
Morristown
Bronx
GreatNeck
Passaic River

Jersey City
Varick St.
Manhattan
Newark
Queens
NewarkInt'l. Airport

Brooklyn
Bay
Other Locations
Harborside
Elizabeth
John F. Kennedy

Int'l. Airport



Brooklyn

.
Staten Island
N
New York, NY
0
3 Mi
0
3 Km
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Lessons Learned Be Prepared

• We were prepared -- With an active, practiced
  disaster plan
• Diversity of locations
• We have a high capacity resilient infrastructure
• HA everything
• Capacity is your friend
• For network, diverse carriers, ISPs and routing
• Telephone is the 1 priority service -- The
  public network down town was literally blown
  away, but our on net infrastructure kept our
  internal service intact

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Lessons Learned -- Logistics

• Every second counts -- We didnt vacillate with
  respect to evacuation after WT1 was hit
• Command and control Within minutes a senior
  management command center was manned and our
  operations command centers in Mid-Town and London
  were in disaster mode
• First order of business was welfare of our people
• A central clearing house was set up to receive,
  track and prioritize recovery related requests
  (also valuable source of inventory tally for
  insurance reimbursement)

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Lessons Learned -- The Human Factor

• Across the board, our people were compassionate,
  heroic and professional
• There is no substitute for leadership
• We work with quality vendors and they proved
  their mettle
• All firms in the Financial District put aside
  differences and pulled together to rescue our
  industry

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Going Forward

• Continue with our existing high capacity
  resilient infrastructure strategy that worked so
  well during the 9/11 disaster
• Regional dispersion of staff and technology
• More focus on BCP and, in particular, as a result
  of terrorism, including cyber terror
• Implement a firm-wide incident response (based
  upon IT Secs STAR model)
• Any low hanging loose ends in the security
  technical infrastructure are being nailed down
  (password quality, internal cross-group access,
  internal malicious code scanning, encryption, etc)

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Small Enterprise Suggestions

• Fractional bandwidth from global carriers (e.g.,
  Equant)
• Avaya IP phone
• Heightened awareness of terrorism alerts and
  attack modes (FS/ISAC -- http//www.fsisac.com/)
• Work out a BCP support mechanism in your
  respective industries when it comes to large
  scale disasters or terrorism, your competitors
  are on your side