Ensuring Communications When Disaster Strikes

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1 Ensuring Communications When Disaster Strikes May 17, 2018 Ramon Zulueta BDEM CBCP

2 Contents About TELUS Operations Business Continuity and Incident Management Responding to a Disaster 2 TELUS Public

3 About TELUS Operations TELUS is Canada s fastest-growing national telecommunications company $13.3 billion of annual revenue 13 million customer connections 8.9 million wireless subscribers 1.7 million internet subscribers 1.3 million residential network access lines 1.1 million TELUS TV customers 3 TELUS Public

4 TELUS Wireless Coverage 4 TELUS Public

5 TELUS International Business Process Outsourcing Contact Centre Outsourcing Advisory Services IT Outsourcing 5 TELUS Public Our almost 28,000 team members deliver superior customer experience and IT solutions in over 35 languages from some of the best outsourcing destinations.

6 Business Continuity and Incident Management

7 TELUS BCM Cycle 7 TELUS Public

natural catastrophes per year has risen 250% since the 1970s Proactive approach

8 Climatic Risks Program Severe weather is one of the leading causes of business disruption and is projected to increase in frequency and severity The average number of natural catastrophes per year has risen 250% since the 1970s Proactive approach Long-term: Seasonal preparedness (Spring and Fall) Immediate: Weekly and daily monitoring 8 TELUS Public

Awards and Recognition Response and Recovery of the Year

award for our work during the fires in Fort McMurray and

Effective Recovery 2017 TELUS won the Most Effective

BuffaloAlberta Most Effective Recovery 2013 TELUS won the

catastrophic floods that wreaked havoc in many

TELUS was recognized by DRI CANADA, the leading

Canada, for excellence in the fields of continuity

9 Awards and Recognition Response and Recovery of the Year 2017 TELUS won the Response and Recovery of the Year award for our work during the fires in Fort McMurray and the Regional Municipality of Wood Buffalo Alberta Most Effective Recovery 2017 TELUS won the Most Effective Recovery award for our work during the fires in Fort McMurray and the Regional Municipality of Wood BuffaloAlberta Most Effective Recovery 2013 TELUS won the Most Effective Recovery award our work during the catastrophic floods that wreaked havoc in many communities in Southern Alberta Award of Excellence 2011 TELUS was recognized by DRI CANADA, the leading continuity management and certification organization in Canada, for excellence in the fields of continuity management, technology recovery, and crisis management 9 TELUS Public

10 Incident Management Eco-System Issue management Incident management eeop EMOC CBCO TELUS Event Management TELUS Command Centre Business Units 10 TELUS Public Executive Emergency Operations Planning (eeop): The Executive Leadership Team provides leadership, accountability, oversight, and authority for the Program Emergency Management Operating Committee (EMOC) is responsiblefor: Managing emergencies or disasters that require enterprise coordination, resources, andplanning Coordinating communications to executives, team members, customers and involved thirdparties Corporate Business Continuity Office (CBCO) is responsible for activating and coordinating the EMOC and the Emergency Operations Centre during an emergency Escalation to eeop as required TELUS Event Management (TEM) is responsible for managing recovery of major wireless and wireline network incidents/outages to ensure availability and reliability of TELUS networks nationally and internationally. TEM is also responsible for managing incidents at administrative facilities. TELUS Command Centre (TCC) is responsible for managing recovery of high-severity incidents for software applications, Managed IT Services, TELUS Health, and data centres Escalation to EMOC as required Surveillance and event management Focus on surveillance, ticketing, first call resolution, and issue management at the local, business unit, customer, and technical levels Escalation to TEM, TCC, and EMOC

Key Past Events 2017 BC wildfires ON & QC flooding 2016 Fort McMurray, AB wildfire Canada Post work stoppage Work stoppage planning 2015 Lower Mainland power outage Consilium power outage BC

11 Key Past Events 2017 BC wildfires ON & QC flooding 2016 Fort McMurray, AB wildfire Canada Post work stoppage Work stoppage planning 2015 Lower Mainland power outage Consilium power outage BC wildfires Pan-Am, Para Pan-Am Games 2014 BC wildfires AB flooding Parliament Hill shooting 11 TELUS Public 2013 Edmonton Toll power outage Southern AB floods Toronto floods Massive ice storm 2011 Slave Lake, AB wildfire Vancouver Stanley cup riot Canada Post work stoppage

12 Crisis Management Priorities TELUS emergency planning protocol for response, recovery, and continuity of corporate business is based on: 1. The safety of team members and citizens 2. The protection of property and assets 3. The swift resumption of emergency services 4. The timely resumption of regular services 12 TELUS Public

Many TELUS Teams Involved Business Transformation & Operations Business Solutions Corporate Business Continuity Office Communications Community Investment Corporate Real Estate Corporate Security

13 Many TELUS Teams Involved Business Transformation & Operations Business Solutions Corporate Business Continuity Office Communications Community Investment Corporate Real Estate Corporate Security Customer Solutions Delivery Customer Experience Emergency Management Operations Committee Falcon Finance Government Affairs Legal Marketing Mission Critical Environments National Business Delivery Network & Systems Operations People & Culture Procurement and Supply Retail Safety Social & Media Relations Tech Strategy TELUS Event Management TELUS Health TELUS Retail Wireless Operations 13 TELUS Public

TELUS Emergency Operations Centre (EOC) EMOC activations can be virtual or physical Physical EOC located in downtown Calgary Main EOC room, breakout

14 TELUS Emergency Operations Centre (EOC) EMOC activations can be virtual or physical Physical EOC located in downtown Calgary Main EOC room, breakout rooms, Media room, electronic whiteboards, multimedia capability, kitchen, dining area, offices Tele-presence rooms are also available 14 TELUS Public

15 Virtual EOC (VEOC) Instant activation No travel costs No catering costs People remain in their familiar workplace 15 TELUS Public

16 Responding to a Disaster

counselling services for impacted team members and their families, temporary relocation support, laptops, ID Cards,

17 Team Member Safety & Wellbeing - Residents Conduct daily touchpoint with team members in the fire area Provide $1000 financial assistance and payroll continuance to evacuated team members Set up a reception centre with on-site counselling services for impacted team members and their families, temporary relocation support, laptops, ID Cards, phone chargers, printing, etc. Team members who chose not to return to work were offered leaves of absence 17 TELUS Public

Team Member Safety & Wellbeing - Response Team Ensure the safety and well-being of team members in the field Safety briefing upon arrival Periodical

18 Team Member Safety & Wellbeing - Response Team Ensure the safety and well-being of team members in the field Safety briefing upon arrival Periodical check-ins Regular safety reviews and PPE checks Ensure sufficient supplies Air quality monitored at TELUS buildings TELUS House Fort McMurray 18 TELUS Public

Supporting Emergency Operations At TELUS, we understand the importance

connected is integral to public safety Emergency Resource Service

cellphones for use by emergency responders, officials, and citizens

19 Supporting Emergency Operations At TELUS, we understand the importance of telecom to emergency operations and that keeping our communities connected is integral to public safety Emergency Resource Service Priorities (ERSP) prioritizes emergency services Deploy emergency cellphones for use by emergency responders, officials, and citizens Augment wireless coverage as required Participate in provincial and community EOCs 19 TELUS Public

and how to best contact us Available to all

20 New Support Handout Purpose: to inform our partners on what services TELUS can provide in an emergency and how to best contact us Available to all Provincial, Regional and Municipal EOCs in BC and AB 20 TELUS Public

Supporting the Community Evacuation Centres Provide temporary services to evacuation centres, welcome centres, and other initiatives to support community recovery Communications services including

21 Supporting the Community Evacuation Centres Provide temporary services to evacuation centres, welcome centres, and other initiatives to support community recovery Communications services including internet, Wi-Fi, TV, augmented wireless Charging stations and phone chargers Comfort kits and critters Laptop computers Donations & Volunteers Corporate donation TELUS team member donations, with TELUS match Customer text-to-donate campaign with TELUS match TELUS Community Volunteers mobilized to evacuation centres, fund raising, putting comfort kits together 21 TELUS Public

Maintaining Operations Brushing and vegetation control

Identify and monitor at-risk sites and assets Proactive

procurement and distribution Maintenance HVAC filters

22 Maintaining Operations Brushing and vegetation control program Proactive severe weather threat monitoring Identify and monitor at-risk sites and assets Proactive fueling of sites and plan development for fuel procurement and distribution Maintenance HVAC filters and coils at COs Deploying flood tubes Dropping fire retardant 22 TELUS Public

response phase Align restoration activity

23 Maintaining Operations Repair damage Contingency planning for alternate network routing Proactively establish a special restoration team during the response phase Align restoration activity with strategic planning for the affected area 23 TELUS Public

24 A Little Innovation Major flooding in Ontario and Quebec May 2017 Highway 132 bridge over the Grand Cascapedia River in the Gaspe Peninsula TELUS fibre runs under the bridge 24 TELUS Public

COWs - Cellular on Wheels Trailer based portable cell tower, designed for deployment into local communities when faced with a loss of, or threat to the TELUS

25 COWs - Cellular on Wheels Trailer based portable cell tower, designed for deployment into local communities when faced with a loss of, or threat to the TELUS cellular signal COW use is also considered for large, special events Deployment involves towing it to the impacted area and connecting it to our network 25 TELUS Public

Supporting our Customers Waive overage charges for postpaid wireless customers Credit prepaid wireless customers Waive wireline charges for evacuated customers Replace damaged equipment free of

26 Supporting our Customers Waive overage charges for postpaid wireless customers Credit prepaid wireless customers Waive wireline charges for evacuated customers Replace damaged equipment free of charge Free nationwide calling from payphones Supress treatment activities (suspensions, collections agency referrals, and late fees) Wireless devices sent for repair before the evacuation were rerouted to customers at their temporary locations 26 TELUS Public

27 Communicating with our Customers Advised customers via and SMS on latest TELUS information including support and service options Left door knockers at homes indicating services were restored, credits applied, and how to contact us Set up special queues with trained staff to address the needs of impacted customers 27 TELUS Public

Residents Return Complete repairs before

community welcome centres Provide internet

28 Residents Return Complete repairs before residents returned to their communities Test all services including TELUS TV, internet, and phone at every customer home Support residents at community welcome centres Provide internet access, Smart Hubs, phones, and TVs at welcome centres 28 TELUS Public

29 Key Lessons Learned Coordinate and collaborate with government agencies Be proactive Free the network Track costs early in the event Establish a restoration team during the response phase Document everything 29 TELUS Public

30 Review About TELUS Operations Business Continuity and Incident Management Team member safety and wellbeing Supporting emergency operations Supporting the community Supporting our customers Maintaining operations Key lessons learned 30 TELUS Public

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