Travel Risk Management: An Enterprise Wide Approach
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Travel security Travel Risk Management: An Enterprise Wide Approach Presented by: John G. Rendeiro, Jr. Vice President, Global Security and Intelligence International SOS Assistance, Inc.
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Travel Risk Management: An Enterprise Wide Approach. Presented by: John G. Rendeiro, Jr. Vice President, Global Security and Intelligence International SOS Assistance, Inc. Agenda. Context for Today’s Traveller Requirements for Travel Risk Management - PowerPoint PPT Presentation
Transcript of Travel Risk Management: An Enterprise Wide Approach
Travel securityTravel Risk Management:An Enterprise Wide Approach
Presented by:
John G. Rendeiro, Jr.Vice President, Global Security and IntelligenceInternational SOS Assistance, Inc.
Travel security
Agenda• Context for Today’s Traveller
• Requirements for Travel Risk Management
• Framework of Travel Risk Management System– Governance
– Planning
– Training
– Tools
• Travel Risk Management Implementation Process
• Success Factors
• Benefits
• Successful Outcomes
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Steps to Success in Travel Risk Management• Assess the level of risk in your travelers’ environment
• Prepare your travelers and your organization for travel and to respond in the event of a crisis
• Be aware of what a successful outcome should look like
Travel securityRisk Environment: Context is everything…
Travel securitySomalia• Kidnappings, armed banditry, residential thefts, brutal killings• Assaults against travelers on roads and highways are widely prevalent
Afghanistan • Foreign aid workers targeted for violence and kidnapping• The NGO, ‘Doctors Without Borders’ withdrew due to safety reasons• Kabul experiences high levels of robbery and carjacking
Iraq • Kidnapping has surfaced as a major threat to foreigners, including journalists and relief
workers
West Bank/Gaza• Traditionally, foreigners have not been directly targeted by Palestinian criminal gangs or
militants• In recent months armed gunmen have abducted foreigners in Gaza and the West Bank
“Extreme Risk” Locations:
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“High Risk” - NepalCritical Security Issues:• Increasing reports of Maoists regularly collecting
a "tax" from foreign visitors, particularly on trekking routes in Western Nepal
• The risk to foreigners of kidnapping for ransom, while not common, remains significant
• Occasional bombings, political unrest
• Security-related evacuations have been necessary in recent years
Travel security
Colombia:High Risk
• Risk from violent crime is high
• Highest rates of kidnappings in the world
• Leftist guerrillas, the Revolutionary Armed Forces of Colombia (FARC) and the National Liberation Army (ELN), control significant portions of territory throughout the country
• Driving conditions in Colombia are dangerous, due to the chaotic nature of the traffic in urban areas and the precarious security situation outside urban areas
• Travelers are advised to maintain a low profile and limit the time spent in public places, such as bars, supermarkets and recreational venues
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“Moderate Risk” - MexicoRelative Extremes:Cancun• Relatively low crime
• Opportunistic thefts common
Guadalajara• Street thieves tend to work in teams
• Create diversions to rob unsuspecting persons
• Criminals have disguised themselves as police officers
• Express kidnappings on the rise
• Victims abducted from unlicensed taxis and outside street ATMs
• Street clashes occasionally erupt between rival drug gangs with innocent bystanders caught in crossfires
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Or Russia (Moscow):
Outward Appearances • Dazzling wealth• Glitzy shops• Conspicuous consumerism – yet• Attacks on ethnic and racial minorities• Threats/barriers to business associates
Major Events• 2002 - Theatre siege• 2004 - Suicide bombings• 2004 - Metro bombing• 2004 – Beslan School Hostage Crisis
Result of activity• Tightened security• Heavy police presence• Private security guards• Gated entrances to public buildings• Police power to check ID and documentation
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“Low Risk” Spain - Madrid:Not considered a dangerous place
11 March 2004 terrorist attacks• 191 people died
• Series of bombs exploded simultaneously on commuter trains heading toward the mainline train station in Atocha
Since the attacks…. • Madrid, the city has sobered
• Bombings produced a sense of solidarity
• Despite the brutality of the attacks, it has been ‘business as usual’
• No noticeable impact on the economy
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Or United Kingdom (London):United Kingdom, London, 7 July 2005• Islamic terrorists detonated explosives • Three Underground trains• One "double-decker" bus• Over 50 people died• Several hundred were injured
Two weeks later…• London transport system attacked again
• Second attack did not yield the same destructive results
• Attacks demonstrated the United Kingdom will remain a target for international terrorist organizations for the foreseeable future
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Security Threat Breakdown
10%
60%
30%
Incidents other than Terrorism and Crime that indirectly affect
travelers
Terrorism
Crime
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Background | Drivers
• World is Flat
– Every business is international
• Risk Management capabilities for international travel and assignments
– Complex in that it entails; business travel, proprietary and sensitive info, business operations, new or existing market expansion, etc.
– Organizations taking greater risk on emerging markets
• Enterprise-Wide Program – Tendency is to focus on short-term fixes (which are more cost
effective) rather than solutions
Travel securityTravel Risk Management | Defined
Travel Risk Management is a proactive, risk-based program that establishes a clear and sustainable framework for an organization to mitigate the various risks associated with international travel and assignments.
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Travel Risk Management | RequirementsBest practice in travel risk management requires the ability to:• Prepare your people for travel and
preparing your organization to support them
• Tracking personnel and maintaining the capability to identify where they are at any point
• Informing staff and managers in a with situational updates on developing threats
• Advising with regionally focused, all hazards expertise
• Responding to emergency situations as they unfold
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Travel Risk Management | FrameworkKey Components:• Key modules, established framework• Governance, Planning and Training
Corporate Security Awareness Training
Country Security Awareness Training
Corporate Crisis Management Plans
Country Specific Response & Evacuation Plans
Project Specific Response & Evacuation Plans
Online Security Awareness Training
Strategic LevelPolicies & Procedures
Travel Risk Management Approvals
Individual TravelerTracking
TRAVEL SECURITY
GOVERNANCETRAVEL SECURITY
PLANNINGTRAVEL SECURITY
TRAINING
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Travel Agency
Travel Agency
Travel Agency
Travel Agency
Traveler Risk Management
Solution
Prepare
Track Inform Advise
Respond
Travel Risk Management | Governance
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Travel Risk Management | Governance (Track)• GDS Independent
• Agency Independent
• Real-time Data
• Location, Risk, Event, Name and Date specific search criteria
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Travel Risk Management | Governance (Track)
• Flexible data sorting, exporting
• 24x7 access via the Internet or telephone
• Access on a need to know basis
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Travel Risk Management | Governance (Approvals)• Collect Supplemental
Trip Details
• Make informed decision
• Automated control of approval process for high risk travel
• POS delivery, capture High Risk Travel as it is booked
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Travel Risk Management | PlanningKey Components:• Key modules, established framework• Governance, Planning and Training
Corporate Security Awareness Training
Country Security Awareness Training
Corporate Crisis Management Plans
Country Specific Response & Evacuation Plans
Project Specific Response & Evacuation Plans
Online Security Awareness Training
Strategic LevelPolicies & Procedures
Travel Risk Management Approvals
Individual TravelerTracking
TRAVEL SECURITY
GOVERNANCETRAVEL SECURITY
PLANNINGTRAVEL SECURITY
TRAINING
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Travel Risk Management | Planning
• 24 hr Alerts
• Proactive Notification
• Instant Assessment
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Travel Risk Management | Communications
• Integrated Communication Module
• Contact Targeted Travel populations
• Multiple methods of communication
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Travel Risk Management | TrainingKey Components:• Key modules, established framework• Governance, Planning and Training
Corporate Security Awareness Training
Country Security Awareness Training
Corporate Crisis Management Plans
Country Specific Response & Evacuation Plans
Project Specific Response & Evacuation Plans
Online Security Awareness Training
Strategic LevelPolicies & Procedures
Travel Risk Management Approvals
Individual TravelerTracking
TRAVEL SECURITY
GOVERNANCETRAVEL SECURITY
PLANNINGTRAVEL SECURITY
TRAINING
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Travel Risk Management | Training
• POS Delivery
• Timely Information
• Destination Specific
• Passive Process, business as usual
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Travel Risk Management Development Process• Doctrine (Policy & Procedures)
• Process for Travel Risk Management
– Assess
– Design
– Implement
– Maintain
– Review
• On-Site Support
Assess Design Implement Maintain Review
Risk matrix
Policy framework
Program objectives
Mitigation review
Process mapping
Risk mapping
Individual preparedness
Travel tracking
Travel Security Training
Travel approval process
Emergency Response Plans
Management orientation
Systems implementation
Risk/Return statement
Policy review
Corporate preparedness
TRM Audit
Site AuditTravel Security
Information
Evaluation exercise
Design new TRM System
Consultant establishes Maintenance program
Annual review and recommendations for further development
Undertake TRM Assessment
Implement Services(Site Evacuation Plan,
Training, Tracking)
Travel Security Manager
Assistance Services
Country Risk Forecast
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Benefits | Deliverables• Auditing & Compliance – Process Improvement• Operational Efficiencies – Lean• Travel Risk Management – “Duty of Care”• Business Enabler – Vehicle for Successful Market Entry
OPERATIONAL EFFICIENCY
● Improve Productivity.● Reduce Costs.● Automated Processes.
BUSINESS ENABLEMENT
● Improve Customer Satisfaction.● Support New Business Opportunities.● Improve risk systems.
TRAVEL RISK MANAGEMENT
● Improve Travel Security.● Manage Travel Security.● Reduce Likelihood of Incidents.
AUDITING & COMPLIANCE
● Legal & corporate requirements.● Improve Auditability.● Easier Compliance.
RE
QU
IRE
DE
NA
BLI
NG
ESTABLISHED VALUE BROADER VALUE
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Case Study
Lebanon Evacuation - July 2006
Travel security Larnaca
ByblosEvents:12 July. Hezbollah militants attack an Israeliarmy patrol on Israeli soil, killing three andcapturing two soldiers. Five other Israeli soldiers die pursuing the militants.
International SOS Activity:•Situation Update posted to Security Online site•Early planning begins
12 July
Travel security Larnaca
Byblos
Events:13 July. Israel bombs the runways at Rafik al-Hariri International Airport in South Beirut. The Israeli Navy starts a sea blockade of Lebanon. Twenty-four Palestinians die in Gaza from Israeli military operations.
International SOS Activity:•International SOS posts Security Warning Notificationand emails to clients. Escalates to Alert later that day.
•Crisis Management Team stands by in London•Incident Management Team (IMT) deployed to Syria
International SOS Security London & Dubai deploy to Damascus
13 July
Travel securityLarnaca
ByblosEvents:14 July. Israeli warplanes continue to attack transportation infrastructure and the home of Hezbollah’s leader, Hassan Nasrallah.
International SOS Activity:•IMT inserts to Lebanon and undertakes reconnaissance of routes north to Syrian border
•Reception Teams mobilized for Larnaca, Cyprus and Damascus, Syria
Route Reconnaissance & Risk Assessment
14 July
Reception team deploys
Reception team deploys
Travel securityLarnaca
Byblos
International SOS Activity:•Evacuation notice issued•350 clients evacuated overland to Damascus by bus
• Coordination of onward flights for all• Evacuation operations cease
Evacuation by bus convoy
15-24 July
Travel securityResults:• 350 people safely evacuated from Beirut to Damascus• 2 Charter flights coordinated for evacuees• Charter flight and medical escorts provided to government evacuations from
Larnaca• Close liaison with clients and international agencies• Appropriate risk assessment in all phases
Case StudyLebanon Crisis – July 2006
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Case Study
Peru Evacuation - July 2007
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Incident Overview Mon. 9 July: International SOS forecasts civil unrest associated with a General Strike in
Peru
Wed. 11 July: 48 Hour General Strike commences in Peru
Thur. 12 July: • Peruvian President Alan Garcia visits Juliaca sparking intense protest activity• Protests turn violent, rioting ensues, protestors seize the airport shutting down flight
operations• Two Members are trapped in Hotel Royal Inn in Juliaca• International SOS receives call from Members
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Bolivian Border
Puno Docks
Hotel Royal Inn
Primary Option: • Road Juliaca/Puno • Hydrofoil Puno/Copa/ Huatajata• Road Huatajata/La Paz
Alternate Option: • Road Juliaca/Puno • Road Puno/Desaguadero• Road Desaguadero/La Paz
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Evacuation Timeline
11:00 23:59
12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 24:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
11:42Call
ReceivedCase Opened
13:40RSC
Activates Provider
16:00Security Teams
Briefed and Deployed
21:00Security Team
ArrivesSecures Area
23:05Maritime
ContingencyDeveloped
01:34Plan of Action
Updated
06:00Route
ReconnaissanceInitiated
09:00Reconnaissance
CompletedEvacuation Launched
10:47Leg 1 Complete
Leg 2 CommencesContingency activated
15:30Evacuees Arrive
At Bolivian BorderLeg Two Complete
17:01Evacuees Cross Border
Bolivian Team Receives Evacuees
19:05Evacuees Arrive
La Paz Mission Complete
17:40Initial Planof Action
Issued
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Outcome
Evacuation
• Members safely evacuated from a highly volatile and dangerous situation
• Transported to the nearest international Safe Haven
Logistic Support
• International SOS facilitated onward movements
Communication
• Parent organizations kept informed
• Involved in the planning process throughout the incident
Travel security Caucasus Crisis - August 2008
Azerbaijan
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Caucasus Crisis - August 2008• August 8 - Russian troops enter South Ossetia, forcing Georgian security forces to
retreat. The Russian move follows an attack by Georgian forces to regain control of the region.
• August 9 - Russian planes attack targets in Georgia - three military bases near Tbilisi, the Baku-Tbilisi-Ceyhan oil pipeline, port city of Poti. Reports of an air attack on town of Gori.
• August 10 - Russian aircraft on 10 August drop bomb around 200 meters from runaway at Tbilisi International Airport.
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Caucasus Crisis - August 2008• August 10 - US Embassy authorizes departure of family members of staff
from Georgia.
• August 11 - The advance of Russian troops into Georgian territory represents a significant development in Russia's campaign. The outcome is unpredictable.
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Caucasus Crisis - August 2008• August 8 – International SOS/Control Risks convene Crisis Management
Team (CMT) in London Center.
• August 8 - Plans made to insert Incident Management Team (IMT) in Tbilisi.
• August 9 - First two IMT members depart for Tbilisi; airport closed, so reroute via Baku, Azerbaijan and travel overland to Georgia, arriving August 10.
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Caucasus Crisis - August 2008• August 9 – Third IMT member departs U.S. for Baku.
• August 11 – First evacuee met at Georgia-Azerbaijan border by IMT member, placed in hired vehicle to Baku, IMT member joins colleagues in Tbilisi.
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Caucasus Crisis - August 2008• August 10-15 - IMT operational at hotel in central Tbilisi, monitoring
situation and maintaining close contact with clients in region.
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Caucasus Crisis - August 2008• After Russia announced it was halting its military operations, and a cease-
fire was agreed upon later in the week, remaining clients considering evacuating decided to remain.
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Caucasus Crisis - August 2008• IMT conducts visits with and evaluation of security providers throughout
Caucasus region (in Azerbaijan, Georgia and Armenia).
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Questions?
