Anglian Water Services Andy Kendall Resilience Systems Manager

Anglian Water Services Andy Kendall – Resilience Systems Manager Stuart Holman – Business Continuity Manager Organisational Resilience – value beyond the badge!

Anglian Water! We’re the largest water and water recycling company in England Wales by geographic area.

The numbers? • 4000 employees plus contractors • 6 Million domestic and commercial customers • Supplying 1. 2 billion litres of water every day across an area of 27, 500 square km. • Coastline alone covers over 1240 km. • Delivered through: – 37, 876 km of water main – 75, 931 km of sewers

We have this? Say what you see!

LT UR CU Strategy & Leadership Organisation & People Assets & Processes E UR LT CU E Anglian Water’s structure for organisational resilience Systems Suppliers & Services Local Authorities & Partners Customers & Communities CULTURE

Most important?

What?

How? “the ability to bounce back from a negative experience, disruption or adverse event”.

How?

Event Support! • Customer Support Unit (CSU): – – Dedicated mobile response vehicle Employee command & control base Focal point for customer / media enquiries Kept in a state of deployment readiness • Incident Support Managers: – Volunteers providing vital customer link during events

Business Resilience Management System – Our system covers all aspects of organisational resilience beyond continuity including security, emergency planning plus training and exercising. External Assessment – First UK water and waste recycling company to achieve certification against the requirements of British Standard BS 25999 (Business Continuity) – Our system is externally assessed and currently certified against the requirements of ISO 22301: 2012 (Societal Security / Business Continuity) – First LRQA client to complete transition from BS 25999 to ISO 22301 Certification Body – Lloyds Register of Quality Assurance (LRQA) – Leading UKAS accredited certification body – Partnership approach developed beyond compliance

Why have Workplace Recovery? • If a disruption event prevents or restricts access to our main office facilities: – – – Planned response via individual Team Process Recovery Plans Added layers of resilience Reduces service interruption and customer impact Critical business activities maintained (tolerable level) Sufficient and robust IT and telephony capabilities • Delivered either: – Internally (Canwick, plus Hartlepool, other AW offices) – Externally (syndicated contract in place)

Workplace Recovery Centres Internal External Canwick WRC • 80 positions • Primary recovery for Enterprise House (OMC & Customer Services) DSM WRC • DSM, Sibson, Peterborough • 280 positions

Workplace Recovery Centres “its not always a disaster!” External Internal

Stakeholders ‘BLUE LIGHT’ SERVICES REGULATORS OUR PARTNERS, UTILITIES & OTHERS LOCAL RESILIENCE FORUMS