The Telstra approach to Emergency Management Grant Nicholson - Director, Network Assurance and Operations FEBRUARY 2011

TELSTRA UNRESTRICTED Emergency Management 2 February 2011 INCIDENT MANAGEMENT Responsible for operational incident management: active detection communication and restoration This is for all Telstra's networks and associated products and services within prescribed Operational Level Agreements Control, co-ordination and communication of: High impacting customer incidents Network at risk Essential services support Stakeholder management Preparation Company wide framework Critical infrastructure protection Response DISPLAN Community support Recovery Network recovery Customer disaster relief GLOBAL OPERATIONS CENTRE MAJOR INCIDENT MANAGEMENT EMERGENCY MANAGEMENT

TELSTRA UNRESTRICTED Emergency Management 3 February 2011 GLOBAL OPERATIONS CENTRE 24/7 monitoring and first in fix of incidents across all Telstra networks Customer experience monitoring Incident management Event management Emergency services call tracing Work with field groups to establish restoration priorities during emergency incidents

TELSTRA UNRESTRICTED Emergency Management 4 February 2011 EMERGENCY MANAGEMENT FRAMEWORK Why? Lessons learnt from Cyclone Larry What is it? Company wide policy with clearly defined accountabilities STRATEGIC FUNCTIONS TACTICAL FUNCTIONS OPERATIONAL FUNCTIONS FUNCTIONAL FRAMEWORK

TELSTRA UNRESTRICTED Emergency Management 5 February 2011 TELSTRA’S EMERGENCY MANAGEMENT MODEL GLOBAL OPERATIONS CENTRE EMERGENCY SERVICES LIAISON OFFICER REGIONAL EMERGENCY COUNCIL INCIDENT MANAGEMENT TEAM FIELD INCIDENT CENTRE STATE MANAGED RADIO MAJOR INCIDENT MANAGEMENT CORPORATE CRISIS MANAGEMENT NETWORK OPERATIONS SERVICE DELIVERY TRIPLE ZERO CORPORATE AFFAIRS TELSTRA BUSINESS NETWORK CONSTRUCTION ENTERPRISES & GOVERNMENT CONSUMER & COUNTRY WIDE WHOLESALE COMMUNITY INVESTMENT TELSTRATELSTRA LIAISON EXTERNAL TO TELSTRA EMLOs

TELSTRA UNRESTRICTED Emergency Management 6 February 2011 EMERGENCY MANAGEMENT PHASES Policy planning Seasonal planning Imminent emergency preparation Impact/response Recovery Emergency review RECOVERY IMPACT/ RESPONSE SEASONAL PREPARATION IMMINENT PREPARATION EMERGENCY REVIEW POLICY PLANNING

TELSTRA UNRESTRICTED Emergency Management 7 February 2011 EMERGENCY MANAGEMENT – A NATIONAL APPROACH TROPICAL CYCLONE LARRY ‘06 ‘BLACK SATURDAY’ VIC BUSHFIRES ‘09 QLD FLOODS ‘11TROPICAL CYCLONE YASI ‘11 28,000 PSTN services impacted 8,000 PSTN services impacted 23,200 PSTN services impacted 94,000 PSTN services impacted 40 mobile base stations impacted 27 mobile base stations impacted 159 mobile base stations impacted 3000 ADSL services impacted 2700 ADSL services impacted 13,600 ADSL services impacted 32,000 ADSL services impacted 190 network sites lost mains power 40 network sites lost mains power 375 network sites lost mains power 680 network sites lost mains power 40 portable generators deployed 53 portable generators deployed 70 portable generators deployed 110 portable generators 104 red zones43 red zones450 red zones268 red zones

TELSTRA UNRESTRICTED Emergency Management 8 February 2011 QUEENSLAND FLOODS PREPARATION Sandbagging of exchanges Generators checked and refuelled Resource planning Communications plan established Peak load workforce prepared

TELSTRA UNRESTRICTED Emergency Management 9 February 2011 QUEENSLAND FLOODS PREPARATION Business Continuity CBD sites evacuated during floods Staff working from home Contact Centres closed in Townsville Power Overall there was a loss of AC mains power to 680 network sites during Tropical Cyclone Yasi 90 generators deployed to critical sites Access 450 exchange areas declared “Red Zones” during floods Road closures Protecting the Core Network redundancy tested Critical infrastructure protection Power and access

TELSTRA UNRESTRICTED Emergency Management 10 February 2011 QUEENSLAND FLOODS – “TRIPLE 3” RECOVERY PLAN TARGET <3 Days (Target): Immediate short term service, protecting the core Focus on supporting Emergency Services <3 Weeks (Target): Temporary network restoration Temporary repair of damaged infrastructure, deployment of temporary network elements <3 Months (Plan Objective): Final infrastructure build Physical permanent rebuild of damaged network sites

TELSTRA UNRESTRICTED Emergency Management 11 February 2011 DISPLAN TECHNOLOGIES Mobile Exchange on Wheels (MEOW) First of its kind in Australia Provides urgent restoration for fixed line services 450 telephone services 330 Broadband ADSL services at speeds of up to 20Mbps Installed at Kenmore during the Queensland floods

TELSTRA UNRESTRICTED Emergency Management 12 February 2011 DISPLAN TECHNOLOGIES Cell on Wheels (COW) Telstra designed and built Supports the Next G® network, allowing for simultaneous voice, video and data calls Provides rapid recovery of mobile network infrastructure COWs deployed at Hill End, Rocklea and Fairfield Gardens during the Queensland floods TECK (Telstra Emergency Communications Kit) W25 device operating over the Next G® network that allows quick deployment of voice, fax and broadband services.

TELSTRA UNRESTRICTED Emergency Management 13 February 2011 SUPPORTING EMERGENCY SERVICES Telstra recognises that communications are critical for emergency services for incident management capabilities Telstra presence at the local and State Incident Control Centre levels during Victorian floods and at the SDCC during Queensland floods and Tropical Cyclone Yasi Work with emergency services organisations via the Emergency Services Liaison Officers (ESLO) to assign priority to areas that require temporary coverage Search and recovery operations through the Lockyer Valley during the Queensland floods

TELSTRA UNRESTRICTED Emergency Management 14 February 2011 TELSTRA’S EMERGENCY CONTACTS Telstra’s ESLOs can support the communications requirements for emergency agencies by coordinating requests for: identification and preparation of infrastructure at risk additional products and services priority fault management for critical emergency and utilities sites temporary and long-term restoration of communication services restriction of staff movement in an incident area by applying Go/No Go Zones (Red, Amber, Green) to a field exchange area

TELSTRA UNRESTRICTED Emergency Management 15 February 2011 TELSTRA ESLO CONTACTS REGIONNAMEPHONE NO.MOBILE VictoriaSimon Parkinson(03) South AustraliaJohn Bannister(08) TasmaniaLiam Doyle(03) Western AustraliaWayne Lee(08) Northern TerritoryTim Leahy(08) ACTMorrie Butler New South WalesSteve Chadd(02) QueenslandCraig Bartlett(07)

TELSTRA UNRESTRICTED Emergency Management 16 February 2011 QUESTIONS?