Business Continuity

Incident Response and Daily Operations: How Wright-Patt Credit Union Does it All in One

With over 30 member center locations and billions in assets, Wright-Patt Credit Union (WPCU) has many complex daily operations to oversee. But daily operations don’t draw WPCU’s total focus. Emergency incidents are rare, but they do happen. And given how intertwined incident response and daily operations are, it pays to have them on the same platform.

The team at WPCU recently did a webinar to show others how they handle daily operations and incident response on one platform. The team recently built these solutions in Veoci, and everything has been running smoothly since. Here’s a quick overview in case you missed the webinar:

Full-Scale Reporting and Tracking at WPCU

Andrew “Stew” Stewart, Security and Emergency Response Administrator for WPCU, developed a Veoci Dashboard to track operations. All open tickets and orders are tallied on the Dashboard tiles, down to their current status. He said he keeps the Dashboard open around the clock, so he’s always aware of what the team’s overall status is.

Tickets and orders aren’t tracked through one Form or Workflow, though. Veoci allows WPCU to customize their Forms and Workflows to cater to the work assignment types, which Stew was quick to demonstrate. Because of the versatility of Workflows and Forms, it’s become their main reporting mechanism across the organization for a variety of issues. WPCU captures an amazing amount of detail, like cubicle numbers and locations, using these deep reaching Forms.

WPCU makes these forms available to the entire organization

Anyone in the organization can submit a ticket, too, using WPCU’s Workflow solution. As the maintenance team makes progress on the ticket, they continue to update it, pushing it along in the process. The Workflow functionality plays a key role here by allowing the ticket to quickly move from submission to final approval – each step alerts the approver/ owner/ responsible party in multiple ways (email, desktop notification, mobile alerts); the Workflow can even send emails to outside vendors when necessary.

The maintenance and facilities team aren’t WPCU’s only users for daily operations. Stew tracks injury/incident reports and risk assessments in Veoci as well. Picture evidence, available for forms and workflows, enhances the quality of reporting for these exercises. Every report is also aggregated in Veoci’s maps, which not only help identify trends, but play a critical role in coordinating responses.

Drills and Exercises

Matt Moreland, Risk Manager at WPCU, uses of Veoci Plans to run simulations and launch actual responses to incidents, executing pre-crafted plans for events like non-weather-related power outages, and assigning specific tasks to team members.

Matt also leverages his Veoci Room’s collaboration features to exchange information during incidents, including with Stew’s team. On-site pictures, comments with relevant information, and the start and closure of tasks are visible to all Room participants. During actual events, this data stream is visible to all stakeholders, including WPCU’s executives. (Matt ran an abbreviated simulation during the webinar to exhibit this.)

This level of visibility has another benefit: cutting down the response time. Everything gets done faster when information jumps from eye to eye at this speed. With Veoci, information is also at the team’s fingertips, and this all builds a stronger sense of situational awareness. Ultimately, it helps WPCU put together the best response possible.

After the Fact

For WPCU, after-action analysis is easy and more informative when it's performed all in one virtual location

For an incident or drill, after-action reports are essential. Every element of a response offers a lesson, so recording a response, whether it’s real or a drill, can inform and improve future incident responses. Veoci records the entire response within the Room, which is necessary for future mitigation, remediation, and reporting. Having all the data in one location streamlines and makes after-action analysis much easier.

So how does WPCU do all of this—the daily operations, the incident response, the after-action analysis—in one platform?

  • By having a thorough understanding, regardless of tools, of the interconnections between daily operations and incident responses, and identifying how they are interconnected
  • By having clarity on what processes relate to each other, and building those relationships into any response plan, and having response planning be an integral part of daily operations
  • By having the response plan trigger actions based on data updated daily, and thresholds set according to operational experiences – like sending out notifications only when certain conditions are met, and only to certain people depending on the circumstances

Daily operations and incident management can tie together seamlessly on the right software. WPCU knows this, and they haven’t looked back since going live with Veoci.

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