Documented evacuation event planning doc

Evacuation Event Process:Recommendations and Requirements

Project Team Members:

Sue Beardsley- Mgr Meter ServicesGreg Douglas- Reporting AnalystChristine Drake- Customer Service Communications Program ManagerPatricia Fernandez- Sr Applications AnalystAnne Marie Kaighin- Sr Business AnalystEd Kapatanich- Network and Desktop Services I/T ConsultantPaul Koppe- Sr Application AnalystLauri Lehman- Sr Business AnalystTodd Medley- Sr Business AnalystWendy Micklus- Mgr Customer ExperienceRick Myers- Supv Service QualityTurushia Thomas- Special Project MgrCorina Stretch- Outage manager/ CAC SupervisorClaudina Walker- Mgr Corp BillingTom Yocum- Mgr Corporate Credit

Sponsors:

Nancy Agler- Mgr Network & Desktop ServicesAgnes Barard- Dir Customer ServiceRobert Bisschoff- Customer System Services- I/T ConsultantAundrea Jackson- Mgr Call Center

Document Create on March 2008

Evacuation Event Process: Recommendations and Requirements

Proposal Overview

This document provides a summary of information gathered, reviewed, and evaluated by all stated team members and sponsors including; debrief notes from the Bothell Safety Team, Access Center, Revenue Management, BEC Team, and suggestions from the Customer Service Representatives, as a result of the Dec. 3, 2007 Bothell Access Center evacuation.

After careful analysis and deliberation, the team strategically identified recommendations and business requirements necessary to access resources, align decision-making processes, provide seamless customer services, and achieve consistent communications company wide.

Disclaimer: This proposal is intended as a short-term resolution only until a permanent (long-term) solution is designed and implemented.

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Table of Contents:

Project Overview 2

Background Information/Statement of Purpose 4

Evacuation Planning Detail 4

Criteria and Assumption 4

Business Requirements 5

Evacuation Stages 6

Critical Decisions/Action Plan 7

Suggestions 7

Parking Lot Questions 7

Sample Duty Matrix 8

Proposed BEC Team Duties 9-11

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Background Information/Statement of Purpose

The Evacuation Event Process Recommendations and Requirements serve as an extension of the already existing Bothell Emergency Center (BEC)- modeled after the Emergency Operation Center (EOC). All stated team members examined the Dec. 3, 2007 evacuation of the Bothell Access Center and determined a number of areas that require our immediate attention. In This document, you will find an overview of the criteria used for the decision-making process during an evacuation, business objectives, department/individual staff roles and responsibilities, essential customer service considerations, ultimate goals, and assumptions made to design evacuation plan recommendations and requirements.

Evacuation Planning Detail

Ultimate Goal: “To continue to operate and provide full-services to all of our customers during a planned or unplanned event or emergency.”

Identified Objectives to reach ultimate goal:1. Define business objectives necessary to prevent disruption in customer

service in the event of an emergency or evacuation.2. Communicate predetermined processes and procedures for a smooth and

safe employee evacuation, relocation, and return to work plan.3. Establish important decision standards needed to operate in all

departments and provide ongoing customer services during all stages or levels of an event or emergency.

4. Determine critical work necessary to meet WUTC. compliance and regulations- all departments impacted by emergency or evacuation.

5. Develop standard messaging for both internal and external customers.6. Assign predetermined staff seating at remote locations fully equipped with

all tools necessary to perform job duties and functions. 7. Identify factors or conditions within in our control during an

evacuation/emergency and plan accordingly.

Criteria and Assumptions for the Purpose of this Document:

Criteria: Time and Damage are two key factors beyond our control during an emergency or evacuation.

Time- includes time of day when emergency or evacuation occurs and the duration- length of the said event.

Damage- includes damage to building/s or equipment and access to both.

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Assumptions: Both building G & H in Bothell are evacuated. All IT systems related equipment at H building is operable from remote

locations. (unattended mode) Full-Service capabilities for all customers at all times during an evacuation

is possible from a combination of remote locations. ACD is in tact and fully operable

Business Requirements Full-service capabilities for all customers at all times during an emergency

or evacuation Meet WAC rules for customer service level mandates Establish Bothell Campus contact list available 24x7 (determine network

of contacts i.e. City of Bothell, Emergency Management, Schnitzer) Establish Key contact list for all remote locations 24x7 (Facilities, parking,

etc.) Floor Warden/ Safety Committee Evacuation Training yearly Auto notification to all other departments and remote locations that Bothell

is evacuated (internal customers only) Complete IT updates on all designated backup PC’s at remote locations

with current software applications needed to sustain full-service capabilities

Predetermined seats for evacuated staff at 1. Bellevue Campus 2. LEC 3. Tukwilla

Establish alternate communication capabilities for all staff during an evacuation (Nextel/Cingular/Verizon)

Require available cell phone chargers at remote locations Pre-train designated Bothell staff on Uniphi Connect (need to know basis) Provide Uniphi Connect training materials at remote locations (Windset is

used at Bothell vs. Uniphi Connect at remote locations) Establish enough T-1 lines at all remote locations to handle Uniphi

Connect (currently have 100) Activate PSE Help Desk 24x7 Provide local desktop and IT support with Aspect capability at remote

locations Identify command post location and assign conference rooms for

displaced staff at remote locations Establish an IT Conference bridge (change password periodically for

security) Maintain a Customer Service Conference bridge (change password

periodically for security) Establish employee communication phone line (staff call for evacuation

plan updates) Forwarding capabilities of Point Phone without interruption of service. TTY capability and function during evacuation or emergency ADA accommodations at all remote locations

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Establish key Vendor notification contact list, identify owner of Vendor relationship, and review Vendor service agreements (help define priority for equipment repair)

Provisions for displaced/relocated staff (transportation, food, water, accommodations if needed)

Establish and communicate return to work plan Compile duty checklist for all work groups and create a “grab and go”

notebook Floor Wardens and Safety Team provided opportunity to train quarterly on

evacuation process, standards, updates Obtain 4-6 remote radio walkie-talkies for Safety Team communication Evacuation training protocol must be part of a continuing dialogue through

team meetings and new orientation Establish Bothell contact person (point person) to communicate with Fire

Department and/or local officials. Establish “staff only” section on www.pse.com website for communication

updates Review business requirements every 3 months for current accuracy

Evacuation Stages

Common Denominator: Stages are primarily defined and differentiated by the customer service level availability and the necessary conditions to support that service level at any given time during an emergency or event.

Stage One: Evacuation in Progress- Bothell Staff

Customer Service Level Required-Gas or Electric Emergencies Only and Self Serve Options available at this time.

Locations of staff providing these services (1. AHA 2. Bellevue 3. Gas Dispatch)

Messaging- Both internal and external customer communications Decisions- see decision variables IT Required- desktop applications and telecommunications at remote

locations Identify Critical Work Required- all departments/work groups/individuals

Stage Two: Relocation in Progress- at various remote locations

Customer Service Level Required- ALL Emergencies (including power outages) and Self Serve Options available at this time.

Locations of staff providing these services (1. Bellevue 2. AHA 3. Other Bellevue Departments (Lease & Energy Advisors) 4. CCS (Tacoma/Mt. Vernon))

Bellevue Departments and CCS only take outage calls at this time Messaging- internal/external communications Decisions- see decision variables

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http://www.pse.com/


IT Required- desktop applications and telecommunications at remote locations

Identify Critical Work Required- all departments/work groups/individuals

Stage Three: Return to Full-Services Plan in Progress- at remote locations

Customer Service Level Required- Full-Service (ALL calls and services including self serve)

Locations- 1. Bellevue, 2. AHA Messaging- internal/external communications Decisions- see decision variables IT Required- desktop applications and telecommunications at remote

locations Identify Critical Work Required- all departments/work groups/individuals

Critical Decisions/ Action Plan Identified- (dependent on departments)

Call Routing and Call Type Employee Communication (internal) Customer Communication (external) Identify key contacts/decision makers at remote locations Evaluate IT capabilities and access at remote locations Equipment available (including office supplies) Predetermined staff relocation plan Determine critical work (for each department) Compile duty check list for all work groups in all departments Determine stage level parameters and when to transition from one stage

to the next Define and communicate return to work/home base plan

Suggestions

● Communicate evacuation plan to all employees at Brown Bag Create Evacuation Reference Guide Book for all leadership Create Evacuation Reference link on QRM for all staff “quick review” Ensure that safety team has regular drills Safety team has point person to communicate plans, drills, changes, etc. Communicate to staff; to routinely store work on a shared drive that is accessible from remote locations Design wallet size contact list and directives for staff to carry on them ex. Your emergency contact person is ------- (supervisor or designated individual) In an emergency your relocate to------ Obtain family/friends contact list for staff Recommend that leadership save contact lists to a CD to use during an evacuation Duty Supervisors designate emergency notebook with all contact

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information, emergency procedures etc. to carry out with them for all drills and actual evacuationsParking Lot Questions

What are the negative impacts of not telling the customer “we are currently experiencing an emergency”? In other words, what would be different if

the customer is informed? How do we decide what information to share with the customer- what is the criteria? If no information is shared with customers/public- they create their own story (their own truth) Who negotiates seat displacement in Bellevue? How and who determines threshold for other departments to take CAC calls? Prearrange.

Stage One- Evacuation in Progress to Remote locations

Tasks Requirements

Access Center C. Billing C. Credit Cash Processing

Service Requirements

Gas emergency & self serve options phone & web

Daily Cash Balancing, Curtailment (possibility), Additional depending on time of month.

Key Bank-same day positive payFront desk operator

Bank deposit capability including lockbox customers

Location Requirements

Bellevue-AHA-

LEC Bellevue-2 TotalOperator 1Lobby area?General Accounting 1Leonora Foley

Tukwila – Technology Unlimited - Business Recovery Agreement – 24 hr notice required

Staffing # Requirements

Bellevue-10AHA-29

LEC- 15 LEC-12-17 Tukwila – 9 Technology Unlimited - Business Recovery Agreement – 24 hr notice required

IT Requirements

Uniphi, CLX, Uniphi Connect

CLX, Uniphi,Email, Drives Sestdpt1 (Sop, Sopsc) Sbotfil1 (cop)Spsefil3 (X:)

CLX, Email PSE Network: J drive

CAR/LAR Image Vision, OPEX NCR7780, CLX,

Internal/External Communication Requirements

VRU/ Evacuation Message Invoke EZ Route

VRU/Close UEU, Stopped Meter, Meter Mix, Apartment Desk, Business Analysts evacuation msg.

Par 3 d/c outbound calling

IVR phonetree & Business partners, PSE.com, customer evacuation msg.

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Decision Requirements Identified: Each department/work group/individual self-identify key decisions that need to be made during each stage. (predetermined)

Stage Two- Relocation in Progress at Remote Locations

Tasks Requirements

Access Center

C. Billing C. Credit Cash Processing


All emergencies (including power outages) & self serve options phone & web

Daily Cash Balancing, Curtailment (possibility) Additional depending on time of month

Key Bank-same day positive payFront desk operator

Bank deposit capability including lockbox customers


Bellevue-AHA- Other Bellevue Depts.

LEC Bellevue LEC

Tukwila-


Bellevue-100AHA- 29

LEC-15 Bellevue -2LEC-12-17

Tukwila-9

IT Requirements

Uniphi, CLX, shared drives, Uniphi Connect, QRM (Intranet), TTY, Pay by Phone


CLX, E-Mail , PSE Network: J drive

CAR/LAR Image Vision, OPEX, NCR7780, CLX



VRU/Close UEU, Stopped Meter, Meter Mix, Apartment Desk,Business Analysts evacuation msg.

Evaluate Par 3 outbound calling (considering ability to answer calls)

IVR phonetree & Business partners, PSE.com, customer evacuation msg.

Stage Three- Return to Full-Service Plan in Progress – at Remote Locations

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Tasks Requirements

Access Center

C. Billing C. Credit Cash Processing


Full-Service All calls

All daily business

Bankruptcies, Refunds, NSF, Work Queue, Skip Tracing, Transfer Bal,Collections, Unclaimed property,$5m+ report, Urgent mail return

AFT, Wire Transfers, Payment Reallocations, Bank Reconciliations


Bellevue-AHA- Other Bellevue Depts.

LEC LEC- Tukwila


Bellevue-130AHA-29

LEC-15Other 62

LEC-12-17Bellevue- 2

Tukwila-9

IT Requirements Uniphi, CLX, shared drives, QRM (Intranet), PAR 3, ADS, Aspect, Egain, TTY, Qfiniti, Aspect Winset, ROLM Phones, SAP


CLX, E-Mail , PSE Network: J drive

CAR/LAR Image Vision, OPEX, NCR7780, CLX



VRU/Close UEU, Stopped Meter, Meter Mix, Apartment Desk,Business Analysts evacuation msg.

Evaluate Par 3 outbound calling (considering ability to answer calls)

Decision Requirements Identified: Each department/work group/individual self-identify key decisions that need to be made during each stage. (Predetermined).

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Proposed Evacuation Plan BEC Team Duties: ( these duties are specific to evacuation and are in addition to already defined BEC duties)

BEC Manager:

Main Objective: To coordinate and manage all team duties and evacuation efforts at remote locations.

Declare Stage of emergency (1,2,3) Notify Duty Supervisors/Managers where link for View Point Status application is located. Lead evacuation/emergency process Coordinate with Safety Team and Floor Wardens- debrief if time prior to evacuation. Arrange for team lead debrief (predetermined outside location) Determine times for follow up conference calls Notify ALL floor wardens that emergency evacuation is activated Funnel all messages through communication team for distribution Determine management staffing needs- who goes to what locations Determine when to accept full-service calls Activate the training team as appropriate Add Safety team and floor wardens to the email distribution list

Provisions Team:

Main Objective: To provide ongoing provisional support to all staff during the evacuation stages.

Have printed maps with driving directions to remote locations ready to go and give to safety team to hand out during evacuation. Store these maps in designated spot in building G and H Arrange for transportation for large groups to remote locations Establish notebook for each remote location to include: contact information for restaurants, hotels, Starbucks, banks, gas stations, and other creature comforts, maps of site or floor plan for remote location, and a list of staff members who work at remote locations for staff to contact for resources needed. Notify facilities for janitorial services Arrange for meals- order, delivery, & distribution (accurate staff count) Provide bottled water for staff (especially agents who can’t leave their desks) Gather office supplies for staff at remote locations- pens, paper, flip charts, headsets etc.) Set up predetermined conference rooms at remote site Write up directional signs for staff i.e. “Check-In”, “Conference Room”, “BEC Location” etc.

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Help staffing team as needed Attend conference calls and/or debriefs

IT Team:

Main Objective: To ensure that all identified remote locations have the IT support necessary to maintain full service level indices throughout the entire evacuation stages. Establish contact list for desktop support throughout all shifts Determine IT infrastructure support capabilities at remote locations Dedicate employee emergency phone line Establish video conference capability at remote locations CLX/Uniphi capabilities at remote locations Determine and maneuver trunk capacity as appropriate Establish conference bridge for IT Help Desk availability 24 hours Upload evacuation/emergency message at all sites impacted Determine need to switch services CCS, Leasing, Energy Efficiency to CAC Training for Uniphi Connect for leadership Obtain staffing list and location from Staffing Team Create task log/ check list for team Attend conference calls and/or debriefs Identify CCT changes required for all 3 evacuation scenarios Confirm Egain accessibility for agents at Bellevue.

Staffing Team:

Main Objective: To ensure that staffing needs are met and maintained at identified remote locations throughout the evacuation stages- to support full customer service level indices.

Create task log/check list for team Determine staffing level needs in response to Stage level 1,2,3 Establish and hand off staffing contact list to Provisions Team for

distribution, at remote locations for “evacuees” to use (what department and person to contact for in-house resources at remote location)

Establish Check-In point at each remote location Generate staffing list and location- distribute to IT and BEC leadership (so

we know where everyone has reported to) Give staff remote location map and list of resources in the area for

provisions and such. At each remote location call takers attend short stand up meeting Update schedule database Predetermine number of seats available at each remote location Coordinate with HR Business Partner Relocate Point Desk Ensure that office supplies are there for staff

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Ensure that signs are placed on doors or throughout the building to provide directions for “evacuees”

Coordinate staff access to garage, floors, elevators, stairwells, Coordinate lights on/off for extended hours usage at remote locations Breaks/lunches are predetermined prior to check in Establish criteria and response for each stage 1,2,3 Attend conference calls and/or debriefs

Communication Team:

Main Objective: To manage, facilitate, and streamline all communication methods to ensure that all internal and external customers receive timely accurate messages throughout the entire evacuation stages.

Utilize BEC email distribution list for BEC updates Script evacuation message and coordinate with IT team for uploading Change and update message on established employee emergency phone

line Attend conference calls and/or debriefs Update QRM where BEC communications will be posted Update VRU and Ez Route message as needed Create a check list/task log

Safety Team:

Main Objective: To activate, execute, and carry out the staff evacuation process in a safe and timely manner.

Coordinate & Carry out emergency/evacuation plan with Floor Wardens & BEC Manager

Identify some type of “all points bulletin” alert message that safety team has been activated ( i.e press/beep walkie talkies)

Designate a Floor Warden Commander-Point Person (oversees consistency) one from G and H

Carries out a final sweep of both building G and H Use Excalibur for debrief and exit strategy prior to evacuation if time

allows Ensures that once a staff members exits that they do not return Ensures with Provisions team that maps and/or directions to remote

locations are printed and available to distribute to staff as they leave or at outside command center.

Put up “All clear-Evacuated” signs on all exit doors on Building H and G for fire department. (suggest to have them made up already- could laminate and keep by all doors for easy use and access)

Help remind staff with Floor Wardens to take laptops with them if they have them.

Remind staff to log off computer before they leave Attend first conference call

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Team needs walkie-talkies to communicate coordinating efforts during the evacuation process. (4-6)

Identify some type of “all points bulletin” alert message that safety team has been activated ( i.e press/beep walkie talkies)

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