Microsoft: Crisis Management and Humanitarian Response During Disasters

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EBCM Operations Crisis Management

Chief Marketing Office and Business Operations

What we will prioritize for our response during a crisis…

Principles we will leverage during a crisis to help make decisions…

• Prepare for the Worst-Case Scenario in a Crisis Event

This multi-tiered Operational

structure engages all levels of

Leadership in support of

Microsoft’s core values and interest

in maintaining security, trust, and

capacity for its customers,

employees, and partners.

Senior Leadership Team (SLT)Directional guidance, decisions as requested by ECMT

Primary Focus – Employees, Customers, and Communications Led by the SLT Commander

Incident Management Teams (IMT)Geographically distributed response teams

Escalate to the ECMT or SLT when appropriate triggers are reachedContinue to be involved depending upon impact

Incident Management TeamsTeams support incidents and escalate to ECMT as appropriate

Crisis Support Team (CST)

• Support Incident Commander

• Support any activities directed by SLT and ECMT

Enterprise Crisis Management Team (ECMT)Decision-making body that determines response strategy and actions

Escalates to SLT as appropriateLed by the ECMT Commander

Protect our Employees, our Customers, and Microsoft from all types of hazards

Unlawful Acts

• Cyber•Workplace

Violence • Terrorism• Geo-Political

No Warning

• Earthquake• Technology

Disruption• Supply Chain

Disruption

Early Warning

• Hurricane• Snow Storm• Flood

Public Health

• Pandemic• Epidemic•Manmade

(Anthrax)

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Training, exercising and awareness sessions are conducted with members

Tools and Resources:

Practice:

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Life SafetyEmployees and vendors accounted for in 10 daysSecured on-island accommodations for severely impacted employeesProcured and delivered emergency supplies for employees and families

Protect the CustomerProvided office space for impacted partnersRetail store provided site for community to charge phones, use internet and communicate with loved onesPhilanthropic resources provided now at $5.3 million

Protect MicrosoftDaily Incident Management Team calls to coordinate response needs and actionsSecured hotel rooms for critical staff to work while office was being repaired

Hurricane Maria Highlights

HumanitarianInternal

Customer or Government

Incident Management Team (IMT)

Philanthropies

Services Disaster Response

When an event takes place, it is to be evaluated based on two criteria:

Severity – the overall impact the event has had on the population and how many have been affected. Relevancy – Microsoft’s ability to positively impact the response and its overall relationship to the event

This evaluation takes place by the Humanitarian V-team and determines the scope of activities which will be supported.

Response Levels

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Rapid Respo

nse

DistributedCollaboration

Managing a Crisis

GettingInformation Out

Geographic Distribution

Rapid Response

Security &Identity

GettingReliable Data

Legal & Public Relations

Finance & Logistics

Modern disaster management challenges

Our Governance

No requirement to be a past or future customerNo requirement to have any history with Microsoft

Break-Fix or Complex Mission Requirements:• Safety is number #1• Mission must comply with laws and regulations• Must be a result of the immediate disaster• Must be the result of the immediate disaster • Cannot tie missions (or appear to be) with any sales opportunities in ANY

capacity• The Mission must help reduce human suffering and/or stabilize the area. • Must be tightly scoped (think Band-Aid instead of enterprise solution)

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Every disaster can be an international event

Social Media and global news coverage broadcast every event

“Revenge Hacking” trending up

Organizations will be negatively impacted

Plan for 50% of impacted staff operating at 50% of mental capacity

If staff lives in the community impacted they will face unforeseen challenges

Traditional systems and supply chains will be impacted

Modernize, Automate, and Practice Response

People under stress will fall back on their muscle memory (trained or not)

Ensure incident management is modernized for a variety of event types

Do no harm – don’t create a secondary disaster

Questions?

Jennie Clinton, Sr. Risk Manager / Enterprise Crisis Management, EBCMEmail: jeclinto@Microsoft.com Office: (425) 538- 4734Mobile: (206) 601-0698