1 Copyright © 2014 PPM 2000 Inc. SINGAPRORE, AUGUST 2014 Denis O’Sullivan, CPP INCIDENT MANAGEMENT TECHNOLOGY CHALLENGES

2 Copyright © 2014 PPM 2000 Inc INTRODUCTION GENERAL REQUIREMENTS MUST HAVE FUNCTIONALITY SELLING YOUR VISION TECHNOLOGY ADVANCES Q & A AGENDA

3 Copyright © 2014 PPM 2000 Inc. WHAT DOES INCIDENT MANAGEMENT MEAN TO YOU?

4 Copyright © 2014 PPM 2000 Inc. DEFINITION: Incident: An adverse non-operational event or happening that disrupts or otherwise negatively impacts an organization or business, and includes; Any activity or service provided to employees or departments.

5 Copyright © 2014 PPM 2000 Inc. INCIDENT LIFE CYCLE

6 Copyright © 2014 PPM 2000 Inc. TECHNOLOGY ADVANCES Integration Convergence Mobility Workflow

7 Copyright © 2014 PPM 2000 Inc. INTEGRATION (PSIM) - Dispatching -Incident & Activity Management -Investigation/Case Management -Reporting -Analysis -Workflow DOCUMENT MANAGEMENT VISITOR CONTROL ACCESS CONTROL FACILITY MANAGEMENT ALARMS CCTV

8 Copyright © 2014 PPM 2000 Inc. CONVERGENCE - ENTERPRISE WIDE DEPLOYMENT - Dispatching -Incident & Activity Management -Investigation/Case Management -Reporting -Analysis LEGAL RISK MANAGEMENT IT COMPLIANCE & AUDIT SECURITY HR BRAND PROTECTION SAFETY

9 Copyright © 2014 PPM 2000 Inc. MOBILITY – ACCESS FROM ANYWHERE

10 Copyright © 2014 PPM 2000 Inc. WORKFLOW: (AUTOMATED PROCESS CONTROL) Automate repetitive tasks Schedule assignments Timely notifications Manage processes

11 Copyright © 2014 PPM 2000 Inc. OTHER TECHNOLOGY CONSIDERATIONS Comprehensive search capability Audit Trail Use of data for evidentiary purposes Privacy regulations and legislation Off the shelf versus In-house

12 Copyright © 2014 PPM 2000 Inc. GENERAL REQUIREMENTS Dispatching Activity Tracking Incident Reporting Investigation Management Analysis

13 Copyright © 2014 PPM 2000 Inc. RESPOND Know who’s available, nearby, and can take the call. DOCUMENT Capture the complete chain of events. MANAGE Improve response times. ESCALATE Escalate to an incident for follow-up and investigation. DISPATCHING

14 Copyright © 2014 PPM 2000 Inc. DOCUMENT Know who did what, including when, and where. MANAGE RESOURCES Understand how your resources are being used. SERVICE REQUESTS Record delivery of services. AUTOMATE Pull data from other systems. ESCALATE To incident and investigation. ACTIVITY TRACKING

15 Copyright © 2014 PPM 2000 Inc. DOCUMENT Who, what, when, where, how and how much. CONSISTENCY, ACCURACY & RELIABILITY Standardise your incident reporting process. IMPACT ASSESSMENT Cost of loss or damage to brand. KNOWLEGE BASED DECISION- MAKING Spot trends. Assess countermeasures. Demonstrate ROI. INCIDENT MANAGEMENT

16 Copyright © 2014 PPM 2000 Inc. MANAGE INVESTIGATIONS Assign investigators. STANDARDISE PROCESSES Monitor workloads, assignments, chain of custody, etc. VISUAL ANALYSIS Map relationships between data. BUILD CASES Consolidate related incidents and investigations. INVESTIGATION MANAGEMENT

17 Copyright © 2014 PPM 2000 Inc. ANALYSES

18 Copyright © 2014 PPM 2000 Inc. CUSTOMISATION Multiple levels of incident description Ability to rename and reposition field labels Ability to add fields Ability to hide fields and even whole forms Multi-language capability Maximum customisability without need to touch source code

19 Copyright © 2014 PPM 2000 Inc. TECHNOLOGY CONSIDERATIONS Custom vs off the shelf SaaS vs on premise System security Latest technology Compatibility with other technologies Implementation project management Reputation and financial stability of vendor Privacy regulations and legislation

20 Copyright © 2014 PPM 2000 Inc. KEY BENEFITS Standardise processes Consolidate data Reduce the risk of litigation Deliver immediate answers Spot trends Make informed decisions Optimize performance Illustrate ROI

21 Copyright © 2014 PPM 2000 Inc. SET-UP & TRAINING TRAINING OPTIONS CONSULTING SERVICES CUSTOM PROJECTS SOFTWARE SUPPORT DON’T FORGET PROFESSIONAL SERVICES

22 Copyright © 2014 PPM 2000 Inc. SELLING YOUR VISION Become business savvy Establish cooperative, non-threatening relationships with the department heads that are open to sharing your vision Sell the CEO on why a Best in Class Incident Management System is a profit center Own the technology and know how

23 Copyright © 2014 PPM 2000 Inc. CS - MICROSOFT More efficient incident management Empowering employees Respond better to people who threaten employees Overall Incident Reduction as direct result of trending analysis Ability to deliver quantifiable cost savings

24 Copyright © 2014 PPM 2000 Inc. CS – CAMBERRY CASINO Allowing controlled access to departments outside security Consistency in data recording Photographic record of injuries resulting in reduced workers compensation claims Storing of signed statements Discovering patterns and trends

25 Copyright © 2014 PPM 2000 Inc. CS – DELTA AIRLINES Multiple departments using same solution Data retrieval Direct access to data by senior management Mapping relationships in complicated investigations Identifying patterns and trends

26 Copyright © 2014 PPM 2000 Inc. QUESTION & ANSWER SESSION

27 Copyright © 2014 PPM 2000 Inc. My contact details