Anglian Water Services Andy Kendall – Resilience Systems Manager Stuart Holman – Business Continuity Manager Organisational Resilience – value beyond the badge!

Anglian Water! We’re the largest water and water recycling company in England and Wales by geographic area. Anglian Water’s region stretches from the Humber, north of Grimsby, to the Thames estuary and then from Buckinghamshire to Lowestoft on the east coast. We supply water and water recycling services to more than six million customers in the east of England and Hartlepool.

The numbers? 4000 employees plus contractors 6 Million domestic and commercial customers Supplying 1.2 billion litres of water every day across an area of  27,500 square km. Coastline alone covers over 1240 km. Delivered through: 37,876 km of water main 75,931 km of sewers So you can see why we recognise the need and importance of resilience!!

We have this? Say what you see! Already discussed – this is the number 1 / most important element of the success for any management system! We are very fortunate in that our management board are fully aware, knowledgeable and experienced in relation to management systems, their benefits and most importantly their responsibilities!!!

Local Authorities & Partners Customers & Communities Anglian Water’s structure for organisational resilience Strategy & Leadership CULTURE CULTURE Organisation & People Assets & Processes Systems Suppliers & Services Local Authorities & Partners You will see culture surrounds and encompasses our whole ethos / approach to Organisational Resilience Customers & Communities CULTURE

Most important? Its all about influencing hearts and minds

What? Its all about influencing hearts and minds

How? “the ability to bounce back from a negative experience, disruption or adverse event”. Communication Influence / Teaching Leadership – by example!!! Personal resilience!

Every employee has been given one of these leaflets!

How? Communication Twitter Facebook accounts

Event Support! Customer Support Unit (CSU): Incident Support Managers: Dedicated mobile response vehicle Employee command & control base Focal point for customer / media enquiries Kept in a state of deployment readiness Incident Support Managers: Volunteers providing vital customer link during events

Change of approach – resumption and continuation before repair!!!!

Business Resilience Management System Our system covers all aspects of organisational resilience beyond continuity including security, emergency planning plus training and exercising. External Assessment First UK water and waste recycling company to achieve certification against the requirements of British Standard BS 25999 (Business Continuity) Our system is externally assessed and currently certified against the requirements of ISO 22301:2012 (Societal Security / Business Continuity) First LRQA client to complete transition from BS 25999 to ISO 22301 Certification Body Lloyds Register of Quality Assurance (LRQA) Leading UKAS accredited certification body Partnership approach developed beyond compliance Key focus being system includes all resilience aspects beyond business continuity. Pride re being first / leading UK water business. Not about the badge – about the assurance and confidence it gives us and our stakeholders!

Why have Workplace Recovery? If a disruption event prevents or restricts access to our main office facilities: Planned response via individual Team Process Recovery Plans Added layers of resilience Reduces service interruption and customer impact Critical business activities maintained (tolerable level) Sufficient and robust IT and telephony capabilities Delivered either: Internally (Canwick, plus Hartlepool, other AW offices) Externally (syndicated contract in place)

Workplace Recovery Centres Internal External Breaks down seat allocation between internal and external arrangements. Canwick WRC 80 positions Primary recovery for Enterprise House (OMC & Customer Services) DSM WRC DSM, Sibson, Peterborough 280 positions

Workplace Recovery Centres “its not always a disaster!” External Internal Emphasises coverage for ‘business as usual’ and routine disruption events e.g. boiler breakdown in winter – which is not a Disaster! Also - Shows commonality of resources available – regardless of location or type of installation.

OUR PARTNERS, UTILITIES & OTHERS LOCAL RESILIENCE FORUMS Stakeholders ‘BLUE LIGHT’ SERVICES OUR PARTNERS, UTILITIES & OTHERS REGULATORS Wider view of assets – MAS-G rehearsing and preparing – helping us achieve a good multi agency response when needed. Pioneered in East Anglia to address east coast tidal surge LRFs: We attend LRF sub groups on a regular basis, educating them on our regulatory responsibilities, sharing best practice and doing joint training and exercising. Really useful to have these links prior to being in incident mode – much better than the first time you contact a partner being during an event where the communities are impacted. Emergency Planners are regularly invited to all levels of Local Authority Resilience Forum meetings where they represent the company and are able to reinforce what we as a water company are responsible for delivering (and, importantly what we are NOT required to deliver) – alows others to build resilience where it’s needed. Working with first responders LOCAL RESILIENCE FORUMS