Post on 27-Dec-2015
Critical Infrastructures: Working Together In A New World
Steve Ruegnitz, Managing Director, Institutional Enterprise Applications, Security and Telecommunications
Morgan Stanley 9/11 Lessons Learned
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
Three Events Shaped Our Contingency Plan
1991Persian Gulf War
1993World Trade
Center Bombing
Y2K
Pre-Crash Overhead View
1. 1 WTC2. 2 WTC3. Marriott Hotel4. 4 WTC5. 5 WTC6. 6 WTC7. 7 WTC8. 90 West St.9. 1 WFC10. 2 WFC11. 3 WFC12. 4 WFC
WTC Complex Morgan StanleyEscape Route
1
23 4
56
7
89
10
1112
Merrill LynchAXP
LehmanBrothers
Citi Asset Management
TO CHAMBERS ST. EXIT
WE
ST
ST
.
CH
UR
CH
ST
.
VESEY ST.
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
WTC Tenants
110
103
96
93
87
74
59
56
46
43
25
10
AON 1100 employees
SANDLER O'NEILL & PARTNERS 177 employees
MORGAN STANLEY 2778 employees
SUN MICROSYSTEMS 300 employees
OPPENHEIMER FUNDS 598 employees
FRENKEL & CO.
THACHER PROFFITT & WOOD 300 employees
FIREMAN'S FUND 190 employees
ICAP 750 employees
BRIDGE INFORMATION SYSTEMS
WACHOVIA / FIRST UNION 48 employees
SCOR-US 120 employees
FIDUCIARY TRUST COMPANY INTL. 645 employees
NY STATE DEPT. OF TAXATION & FINANCE 222 employees
FUJI BANK 625 employees
EURO BROKERS / MAXCOR FINANCIALGROUP
285 employees
HARRIS BEACH 113 employees
KEEFE, BRUYETTE & WOODS 171 employees
WASHINGTON GROUP INTL. 190 employees
AMERICAN BUREAU OF SHIPPING 16 employees
KEYMore than 100 people missing11 to 100 people missing10 or fewer people missingAll employees accounted forAreas of impactMorgan Stanley offices1 WTC 2 WTC
WINDOWS ON THE WORLD 70 employees
CANTOR FITZGERALD 1000 employees
MARSH & MCLENNAN 1700 employees
FRED ALGER MANAGEMENT 55 employees
CARR FUTURES 141 employees
NETWORK PLUS 46 employees
OHRENSTEIN & BROWN 91 employees
PORT AUTHORITY 2000 employees
SIDLEY AUSTIN BROWN & WOOD 600 employees
DAI-ICHI KANGYO BANK 300 employees
LEHMAN BROTHERS 618 employees
KEMPER INSURANCE 36 employees
EMPIRE BLUE CROSS& BLUE SHIELD
1914 employees
ICAP 750 employees
BANK OF AMERICA 400 employees
Chronology Of Events
7:30am 8:00am 8:30am 9:00am 9:30am 10:00am 10:30am 11:00am 11:30am
8:48am1 WTC hit by AA#11
8:49am2 WTC Evacuation begins
Contingency Plan implemented
9:03am2 WTC hit by
UA#175
9:20amVarick St. back-up systems activatedHarborside starts purchasing key
business equipment
9:59am2 WTC
collapses
10:28am1 WTC
collapses
11:30amFirst survivor arrives at command facility
(750 7th Ave)
9:50amLast MS employee
leaves 2 WTC
IIG & IMSenior Management at 1585
9:10amLost contact
to 2 WTC
9:15amSenior Management relocates to command facilities in 750 7 th
AveEstablish communicationsBegin process of locating our people Employee
emergency number aired on broadcast media
Locating Our PeopleDay Event Time Employee Update
12-Sep Continue to receive in-bound employee callsOut-bound calling campaign continuesEmployee ATM activities reviewedHome telephone numbers matched against Discover
Card telephone numbers 300-400 unaccounted
13-Sep Door-to-door search for missing employees commences 30-40 unaccounted
14-Sep 6 unaccounted
11-Sep Emergency 800# aired on broadcast mediaDiscover & Van Kampen Call Centers
First employee call received at call centerMS Online Call Center
2,500 phone calls receivedOut-bound calls to employees and family members
begin
11:00 am
12:25 pm
1:25 pm7:30 pm
2,528 unaccounted
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
Relocating Our People
N
0 3 Mi
0 3 Km
New York, NY
Jersey City
Newark
ElizabethBay Brooklyn
Staten Island
Queens
Bronx
John F. Kennedy Int'l. Airport
GreatNeck
.
NewarkInt'l. Airport
NEWJERSEY
Manhattan
Morristown
Other Locations
1585/1221/1633/750
Harborside
Varick St.
Brooklyn
Hud
son
Riv
er
Pas
saic
Riv
er
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, ISP’s 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
Lessons Learned -- Logistics
Every second counts -- We didn’t 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)
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
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 Sec’s 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)
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