Our Insurance client, on the back of a finding from their external auditors, recognised the need for an integrated Crisis Management Framework and engaged us to develop a new framework that aligned with their Business and Operational Resilience as well as Incident and Problem Management processes. Additionally, in collaboration with Senior Management, we established Key Risk Indicators (KRIs) to proactively identify potential failures.
Given the urgency and importance of the project, we had a six-month timeframe in which to complete the implementation.
It was important for the new Crisis Management Framework to be fully integrated with Business and Operational Resilience and the Incident and Problem Management processes. We also defined KRI’s with Senior Management to give them a way of predicting potential failures.
To ensure a comprehensive understanding of the existing processes and practices, we conducted meetings with all relevant stakeholders, and drawing upon industry best practices, we drafted the framework and sought agreement from the Senior Leadership Team.
The newly designed Framework provides clarity on various aspects and clearly defined:
- call trees
- communication protocols, including communicating to stakeholders (both internal and external)
- roles and responsibilities
- establishment of the crisis management team
- decision making processes
- Incident response procedures
- decision making protocols
- integration of business continuity and disaster recovery
- post incident evaluation with a focus on lessons learned.
We also outlined training plans to equip the client’s team with the necessary skills and knowledge to effectively operate within the new framework and we proposed various simulations to simulate crisis scenarios and test the effectiveness of the framework in real-life scenarios.
By developing this integrated Crisis Management Framework, we aimed to enhance the client’s ability to effectively respond to crises, ensure efficient communication and decision-making, and seamlessly integrate business continuity and disaster recovery efforts. The inclusion of training plans and simulations aimed to prepare the team for potential crisis situations and facilitate continuous improvement in their crisis management capabilities.
If your organisation is seeking to establish a robust Crisis Management Framework tailored to your unique needs, our team of experts is here to help. With extensive experience in crisis management, business resilience, and industry best practices, we can collaborate with your key stakeholders to design a comprehensive framework aligned with your specific requirements.
Whether you are looking to integrate crisis management with your existing processes, define clear roles and responsibilities, establish effective communication protocols, or conduct simulations for preparedness, we are committed to delivering practical and effective solutions. Contact us today to ensure your organization is well-prepared to navigate any crisis with confidence and resilience.
