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

2. 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.

3. 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!!

4. 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!!!

5. 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

6. Most important?
Its all about influencing hearts and minds

7. What?
Its all about influencing hearts and minds

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

9. Every employee has been given one of these leaflets!

11. How?
Communication
Twitter
Facebook accounts

12. 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

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

14. 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 (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 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!

15. 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)

16. 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

17. 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.

18. 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