Severe Weather Challenges Business Continuity

As I “penguined” along the icy pavements to catch the 0615 train to London from Portsmouth I was reflecting on a number of lessons identified from the ongoing severe weather and heavy snowfall.

The local road were not impassable but certainly had the potential to cause accidents to both vehicles and pedestrians.  Many had chosen to terminate this risk by not venturing out or transfer it by booking a taxi.  My risk assessment (as always based on a combination of knowledge, skill and attitude) was to walk “gingerly” across the obviously icy bits choosing rougher, less polished patches where possible and keeping my hands out of pockets and free from bags etc in case my balance let me down.

Coming across an oasis of ice-free pavement that a good citizen had cleared brought to mind a couple of thoughts:

• The importance of keeping an eye out for and lending a hand to those less able to navigate the ice
• That the time to clear the snow is before it freezes
• That when something happens very infrequently we forget what we did last time
• That when something happens several times we begin to learn what works best
• We always learn from mishaps – maybe the pavement clearer had fallen previously
• Where there is a will, or significant consequence for failure, there is a way – perhaps the path clearer’s job was under threat and he really wanted to get to work or he was in the Royal Navy where there is no excuse (and a significant penalty) for missing the ship sailing (should’ve come back on board last night Jack!)

I imagine that more paths were cleared “up north” than “down south” because residents are more familiar with the problem and what helps prevent the consequences but maybe it’s the opposite?

Perhaps there is more motivation (for some at least) to catch the 0515 to town for an investment banker’s salary and bonus than there is for a less lucrative job?

My next observation was on arriving at Gunwharf Quays where security staff or someone had helpfully cleared several routes to allow shoppers easier access to the shops, restaurants and coffee houses.  In a recession this is obviously good sense (especially when lots of people are off work and their kids are bored) because of the potential for increased sales; but it also communicates to the customers that they are important and valued by the business owners of the landlord (if shops fail the rent doesn’t come in).  On a more cynical note it also mitigates against claims for negligence from the “slips and trips” chancers!

Moving further into the plaza I saw the benefit of covered walkways.  As well as keeping the worst of the wind and rain off shoppers they deliver snow and ice free routes without the shovelling and gritting – brilliant.  I’d like to think that was a design intent but I’m pretty sure it was accidental.  Nevertheless, it makes you think about doing the same for your site if the cost matches the benefit which it might if it saves the CEO from putting his back out transiting from the car park.

The snow and ice clearing, gritting and salting led me like Hantzel and Gretel to the rail and ferry links from whence (in addition to the heated underground car parks – another bonus in weather like this) most of Gunwharf’s customers come.  Most impressive and simple to do with a bit of thought and some labour.

Perhaps the local authority had contributed to this team effort?  If so, you’d have thought they’d take a bit of credit with a sign to capitalise on the goodwill created – a missed opportunity to get some reputational credit for a metaphorically rainy day.

At the railway station I was delighted that the automated ticket machine had got to work and wasn’t wingeing about standing around in the cold so I could pay for my ticket and that there were some trains in the station that looked like mine.

I’d registered on Twitter last night to receive updates on disruptions (which was a great idea given the station and train companies’ websites told me nothing except to expect cancellations and disruptions and that I could follow them on Twitter for the latest news) but I didn’t get any.

The train was on a different platform to usual because of a dead train blocking one line.  The driver said he had to take it to the depot but didn’t know what was wrong.  An opportunity missed there to potentially rectify the problem in situ and keep the train working and the platform clear as well as freeing up a driver and avoiding the waste of time to repair.  Perhaps the cost doesn’t justify a mobile repair – surely?

Nevertheless, the information boards were working and told me of the platform alterations (ok I had to do a lap of the station because they weren’t on my usual route over the pedestrian bridge but you can’t expect too much from train people) and I boarded a very hot train with a 240V socket to plug into and a table to work from.  Happy days!

The train left on time and stopped 10 seconds later because of a (traditional) points problem between Portsmouth Harbour and Portsmouth & Southsea.  We sat there for about 15 minutes waiting for the light to change and so several hundred people got to work late again thanks to the train – okay at least they got there.

But how difficult can it be to have a “battle over-ride switch” or a spare cable/system to make the chuffing (this is a train story) points work?  Isembard Kingdom Brunel (honoured with a statue outside my motionless window below) must have been turning in his grave!

Anyway, I thought I’d share my musings on today’s journey to see how you and your culture would benchmark against these 2 examples of preparedness and unpreparedness for severe weather.

ps – I am writing this on the return journey and we’ve been stationary between stations for 15 minutes.  Fortunately we’ve cancelled our evening out so it’s less critical if I am late and of course there’s no chuffing signal – broadband or to drive the safety lights again  - so I’ll have to post this once I am back in the first world – ie off this crappy SouthWest Train.

pps – Regrettably the broadcast is working so plenty of well-meant but invasive apologies from the guard.  A cup of tea would go much further or a discount voucher; as if!

@Veterus 8 Jan 2010 Portmsouth

Heavy snowfalls, icy roads and pavements disrupt all forms of transport, increasing journey times or preventing travel altogether.  Businesses also suffer loss of revenue and increased costs due to damage and disruption when vehices collide or slip off roads, potentially resulting in loss of life.

Frozen switchgear delays trains, fire hydrants fail to operate and pipes burst leading to extensive damage in unoccupied properties.

People slip and trip or succumb to colds and flu leading to increased absence and further damage to revenues and programme slippage.

Through careful consideration of what is important to your business it is possible to mitigate against all of these potential disruptions and perils.  Insurance claims cut little ice with disappointed customers who themselves may have lost their customers or irreperably damaged trust and their brand allowing competitors in at a time when every £ or $ counts.

You may think that business continuity planning is an expense that you cannot afford during a recession – think again.  The cost of innovating and acquiring customers then building a trusted brand through marketing and effective customer service runs into years and hundreds of thousands of pounds but can be lost in a few days.

Business continuity consultants can quickly identify policies, strategies, plans and training that will protect your business from loss and disruption this winter.  I certainly wouldn’t do business with suppliers that don’t have audited business continuity plans and neither should you if you want to stay in business.

Business Continuity – you know it makes sense.  Call 08456 434775 today and forget business disruptions.