DOCSLIB.ORG

Disaster Recovery Best Practices for Dominican Republic's Contact Center

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Disaster Recovery Best Practices for Dominican Republic's Contact Center Rochester Institute of Technology RIT Scholar Works Theses 2010 Disaster recovery best practices for Dominican Republic’s contact center Dhariana Gutiérrez Almonte Follow this and additional works at: https://scholarworks.rit.edu/theses Recommended Citation Gutiérrez Almonte, Dhariana, "Disaster recovery best practices for Dominican Republic’s contact center" (2010). Thesis. Rochester Institute of Technology. Accessed from This Thesis is brought to you for free and open access by RIT Scholar Works. It has been accepted for inclusion in Theses by an authorized administrator of RIT Scholar Works. For more information, please contact [email protected]. Disaster Recovery Best Practices for Dominican Republic’s Contact Center By Dhariana Gutierrez Almonte Thesis submitted in partial fulfillment of the requirements for the degree of Master of Science in Networking and Systems Administration Rochester Institute of Technology B. Thomas Golisano College of Computing and Information Sciences April, 2010 Rochester Institute of Technology B. Thomas Golisano College of Computing and Information Sciences Master of Science in Computer Security and Information Assurance Thesis Approval Form Student Name: Dhariana Gutierrez Almonte . Thesis Title: Disaster Recovery Best Practices for Dominican Republic’s Contact Center . Thesis Committee Name Signature Date PhD. Yin Pan Chair PhD. Charles Border Committee Member Ms. Arlene Estevez Committee Member Thesis Reproduction Permission Form Rochester Institute of Technology B. Thomas Golisano College of Computing and Information Sciences Master of Science in Computer Security and Information Assurance Disaster Recovery Best Practices for Dominican Republic’s Contact Center I, Dhariana Gutierrez Almonte, hereby grant permission to the Wallace Library of the Rochester Institute of Technology to reproduce my thesis in whole or in part. Any reproduction must not be for commercial use or profit. Date: 30 /April/2010 Signature of Author: Dhariana Gutierrez Rochester Institute of Technology Pontificia Universidad Católica Madre y Maestra B. Thomas Golisano College of Computing and Information Sciences DISASTER RECOVERY BEST PRACTICES FOR DOMINICAN REPUBLIC’S CONTACT CENTER PROJECT DHARIANA GUTIERREZ ALMONTE APRIL, 2010 Abstract Contact Centers are an important growing industry in the Dominican Republic which provides employment, foreign exchange and exposition of the country on the international market. The international competition requires standardization of the systems and processes to be in compliance with international requirements. One of the important elements to be validated is Disaster Recovery planning because of the exposures of the Dominican Republic to events that may affect the continuity of service that Contact Centers must provide to customers and clients. In this paper an analysis is elaborated about the risks that the Dominican Republic encounters for disastrous events and a set of best practices are summarized to help a Contact Center to be prepared for incidents and design their own Disaster Recovery Plan. Table of Contents 1 Introduction ...................................................................................................................... 10 2 Scope ................................................................................................................................ 12 3 Literature Review .............................................................................................................. 12 3.1 Domain Modeling ...................................................................................................... 13 3.2 Historical Trend of Disasters ...................................................................................... 14 4 Domain Model of the Contact Center industry in the Dominican Republic ......................... 17 4.1 Contact Center General Diagram for Project Outsourcing .......................................... 17 4.2 Human Resources key processes within the Contact Center:...................................... 18 4.2.1 Recruitment process: ......................................................................................... 20 4.2.2 Selection process: .............................................................................................. 20 4.2.3 Hiring process: ................................................................................................... 20 4.3 Training key components within the Contact Center: ................................................. 21 4.3.1 Trainers:............................................................................................................. 22 4.3.2 Training Methodologies: .................................................................................... 22 4.3.3 Training Tools: ................................................................................................... 22 4.3.4 Training Locations: ............................................................................................. 23 4.3.5 The training cycle: .............................................................................................. 23 4.4 Operations key components within the Contact Center: ............................................ 23 4.4.1 Services Types: ................................................................................................... 25 4.4.2 Operations Objectives: ....................................................................................... 25 4.4.3 Operations human resources: ............................................................................ 26 4.4.4 Other sub departments of Operations or auxiliaries are: .................................... 26 4.5 Technology key components within the Contact Center:............................................ 26 5 Logistics for Disaster Recovery Planning ............................................................................ 29 6 Business Impact Analysis based on the Domain Model ...................................................... 30 6.1 Core elements to protect ........................................................................................... 32 7 Circumstances for Disasters and Incidents in Dominican Republic ..................................... 35 7.1 Development of the industry ..................................................................................... 35 7.2 Socio-Political circumstances ..................................................................................... 35 7.3 Geographical conditions and typical hazards.............................................................. 37 7.4 Incidents: man in the equation .................................................................................. 40 8 Disaster Recovery Planning in Dominican Republic ............................................................ 41 8.1 Specific considerations for a Disaster Recovery plan .................................................. 41 8.1.1 Data Center and digital information ................................................................... 41 8.1.2 Voice lines and Data connections with ISPs ........................................................ 43 8.1.3 Equipments ........................................................................................................ 44 8.1.4 Natural Disasters, Power failures and Fires ......................................................... 45 8.1.5 Testing, Training, Distributing and Maintaining .................................................. 47 8.2 Alternative site considerations................................................................................... 49 8.3 Incident Response Management ................................................................................ 50 9 Cost Implications in Disaster Recovery Planning ................................................................ 51 10 Proposed Best Practices for Disaster Recovery in Dominican Contact Centers ................... 52 10.1 General Recommendations........................................................................................ 52 10.2 Disaster Recovery Preparedness ................................................................................ 53 10.2.1 Physical Security ................................................................................................ 53 10.2.2 Logical Security .................................................................................................. 55 10.3 Disaster Recovery Phases........................................................................................... 58 10.4 Outline for the Disaster Recovery Plan ....................................................................... 59 10.4.1 Introduction ....................................................................................................... 59 10.4.2 Scope of the Plan ............................................................................................... 59 10.4.3 Record of changes .............................................................................................. 59 10.4.4 Plan activation ................................................................................................... 60 10.4.5 DR Team Members ............................................................................................ 60 10.4.6 Action Plan ......................................................................................................... 61 10.4.7 Restoration Order by Priority ............................................................................
Load more

Recommended publications
  • Waste Management Strategy for the British Virgin Islands Ministry of Health & Social Development
    FINAL REPORT ON WASTE MANAGEMENT WASTE CHARACTERISATION STRATEGY FOR THE BRITISH J U L Y 2 0 1 9 VIRGIN ISLANDS Ref. 32-BV-2018Waste Management Strategy for the British Virgin Islands Ministry of Health & Social Development TABLE OF CONTENTS LIST OF ACRONYMS..............................................................................2 1 INTRODUCTION.........................................................3 1.1 BACKGROUND OF THE STUDY..........................................................3 1.2 SUBJECT OF THE PRESENT REPORT..................................................3 1.3 OBJECTIVE OF THE WASTE CHARACTERISATION................................3 2 METHODOLOGY.........................................................4 2.1 ORGANISATION AND IMPLEMENTATION OF THE WASTE CHARACTERISATION....................................................................4 2.2 LIMITATIONS AND DIFFICULTIES......................................................6 3 RESULTS...................................................................7 3.1 GRANULOMETRY.............................................................................7 3.2 GRANULOMETRY.............................................................................8 3.2.1 Overall waste composition..................................................................8 3.2.2 Development of waste composition over the years..........................11 3.2.3 Waste composition per fraction........................................................12 3.3 STATISTICAL ANALYSIS.................................................................17
    [Show full text]
  • 1 Climatology of Tropical Cyclone Rainfall Over
    CLIMATOLOGY OF TROPICAL CYCLONE RAINFALL OVER PUERTO RICO: PROCESSES, PATTERNS AND IMPACTS By JOSÉ JAVIER HERNÁNDEZ AYALA A DISSERTATION PRESENTED TO THE GRADUATE SCHOOL OF THE UNIVERSITY OF FLORIDA IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF DOCTOR OF PHILOSOPHY UNIVERSITY OF FLORIDA 2016 1 © 2016 José Javier Hernández Ayala 2 To my beloved Puerto Rico, its atmosphere, environment and people 3 ACKNOWLEDGMENTS The main ideas behind the development of this dissertation came from multiple experiences with tropical cyclones while living in Puerto Rico. Those life experiences motivated me to explore the climate of the tropics, with special attention to the rainfall associated with those extreme events and their role in Puerto Rico’s physical geography. The research conducted in this dissertation was possible from support of Dr. Corene Matyas, Associate Professor and Graduate Coordinator at the Department of Geography at the University of Florida. Her magnificent mentoring and continuous support enable me to invest the necessary effort and time to complete this dissertation. I am truly grateful for her exceptional role as my committee chair. I want to thank Dr. Peter Waylen for his continuous support and all of the inspiring conversations we’ve had about research and life in general that gave me even more strength to continue in this journey towards the PhD. I thank Dr. Timothy Fik for sharing his expertise in quantitative methods through two great courses and for inspiring me to aspire to more in life. Thanks to Dr. Zhong-Ren Peng for being my external committee member and teaching me more about the human dimension of climate related phenomena.
    [Show full text]
  • Resilience Potential: Assessing Jamaica's “Bounce-Back” from Hurricane Dean
    Resilience Potential: Assessing Jamaica’s “Bounce-Back” from Hurricane Dean CaPRI is a Caribbean think tank that promotes evidence- based policymaking in the region. CaPRI espouses a methodology which is built on the values of multi- disciplinary work, team work and the utilization of the diaspora in our search for evidence. Committed to the region’s development, CaPRI has strong linkages with the academic community, the private sector and civil society. For information and feedback, please contact: Caribbean Policy Research Institute GUANGO TREE HOUSE, 29 MUNROE ROAD, KINGSTON 6 JAMAICA, W.I. TEL: (876) 970-3447 (876) 970-2910 FAX: (876) 970-4544 E-mail: [email protected] WEBSITE: http://www.takingresponsibility.org 2 Table of Contents Pages List of Figures, Tables and Boxes .............................................................4 Preface......................................................................................................5 Executive Summary .................................................................................6-7 Introduction: Resilience Potential ...........................................................8-9 1. Natural Disasters: The Global Context................................................10-13 2. Natural Disasters in the Caribbean .....................................................14-18 3. Changing Practices in Disaster Management…………………………19-20 4. Disaster Management in Jamaica .....................................................21 4.1 National Disaster Plan…………………………………………….21
    [Show full text]
  • Hurricane and Tropical Storm
    State of New Jersey 2014 Hazard Mitigation Plan Section 5. Risk Assessment 5.8 Hurricane and Tropical Storm 2014 Plan Update Changes The 2014 Plan Update includes tropical storms, hurricanes and storm surge in this hazard profile. In the 2011 HMP, storm surge was included in the flood hazard. The hazard profile has been significantly enhanced to include a detailed hazard description, location, extent, previous occurrences, probability of future occurrence, severity, warning time and secondary impacts. New and updated data and figures from ONJSC are incorporated. New and updated figures from other federal and state agencies are incorporated. Potential change in climate and its impacts on the flood hazard are discussed. The vulnerability assessment now directly follows the hazard profile. An exposure analysis of the population, general building stock, State-owned and leased buildings, critical facilities and infrastructure was conducted using best available SLOSH and storm surge data. Environmental impacts is a new subsection. 5.8.1 Profile Hazard Description A tropical cyclone is a rotating, organized system of clouds and thunderstorms that originates over tropical or sub-tropical waters and has a closed low-level circulation. Tropical depressions, tropical storms, and hurricanes are all considered tropical cyclones. These storms rotate counterclockwise in the northern hemisphere around the center and are accompanied by heavy rain and strong winds (National Oceanic and Atmospheric Administration [NOAA] 2013a). Almost all tropical storms and hurricanes in the Atlantic basin (which includes the Gulf of Mexico and Caribbean Sea) form between June 1 and November 30 (hurricane season). August and September are peak months for hurricane development.
    [Show full text]
  • Fishing Pier Design Guidance Part 1
    Fishing Pier Design Guidance Part 1: Historical Pier Damage in Florida Ralph R. Clark Florida Department of Environmental Protection Bureau of Beaches and Coastal Systems May 2010 Table of Contents Foreword............................................................................................................................. i Table of Contents ............................................................................................................... ii Chapter 1 – Introduction................................................................................................... 1 Chapter 2 – Ocean and Gulf Pier Damages in Florida................................................... 4 Chapter 3 – Three Major Hurricanes of the Late 1970’s............................................... 6 September 23, 1975 – Hurricane Eloise ...................................................................... 6 September 3, 1979 – Hurricane David ........................................................................ 6 September 13, 1979 – Hurricane Frederic.................................................................. 7 Chapter 4 – Two Hurricanes and Four Storms of the 1980’s........................................ 8 June 18, 1982 – No Name Storm.................................................................................. 8 November 21-24, 1984 – Thanksgiving Storm............................................................ 8 August 30-September 1, 1985 – Hurricane Elena ...................................................... 9 October 31,
    [Show full text]
  • Hurricane & Tropical Storm
    5.8 HURRICANE & TROPICAL STORM SECTION 5.8 HURRICANE AND TROPICAL STORM 5.8.1 HAZARD DESCRIPTION A tropical cyclone is a rotating, organized system of clouds and thunderstorms that originates over tropical or sub-tropical waters and has a closed low-level circulation. Tropical depressions, tropical storms, and hurricanes are all considered tropical cyclones. These storms rotate counterclockwise in the northern hemisphere around the center and are accompanied by heavy rain and strong winds (NOAA, 2013). Almost all tropical storms and hurricanes in the Atlantic basin (which includes the Gulf of Mexico and Caribbean Sea) form between June 1 and November 30 (hurricane season). August and September are peak months for hurricane development. The average wind speeds for tropical storms and hurricanes are listed below: . A tropical depression has a maximum sustained wind speeds of 38 miles per hour (mph) or less . A tropical storm has maximum sustained wind speeds of 39 to 73 mph . A hurricane has maximum sustained wind speeds of 74 mph or higher. In the western North Pacific, hurricanes are called typhoons; similar storms in the Indian Ocean and South Pacific Ocean are called cyclones. A major hurricane has maximum sustained wind speeds of 111 mph or higher (NOAA, 2013). Over a two-year period, the United States coastline is struck by an average of three hurricanes, one of which is classified as a major hurricane. Hurricanes, tropical storms, and tropical depressions may pose a threat to life and property. These storms bring heavy rain, storm surge and flooding (NOAA, 2013). The cooler waters off the coast of New Jersey can serve to diminish the energy of storms that have traveled up the eastern seaboard.
    [Show full text]
  • Evaluation of Response to Hurricane Dean in Three Countries of The
    Evaluation of the Response to Hurricane Dean in Jamaica, St. Lucia and Dominica Full Report Oxfam GB Programme Evaluation June 2008 Commissioned by: Oxfam GB LAC Evaluators: Vivien Margaret Walden Executive summary In 2007, Hurricane Dean (category 4 with sustained wind of 150 mph), made landfall in Jamaica on August 19th 2007 leaving a trail of damage along the Southern coast. According to initial reports, as many as 300,000 people were temporarily displaced by Dean. The communities most affected are located in the southern part of the island that was impacted by hurricanes Emily, Ivan, and Wilma in 2004 and 2005. On St. Lucia and Dominica, the hurricane made landfall on August 17th causing widespread damage to the agricultural sector. Most of the damage was caused by the hurricane and tropical storm winds but there were several areas where flooding occurred. The banana crop is the main agricultural activity in both islands and farmers are highly dependent on the benefit from this crop. The majority of them are certified and socially organized as banana Fair Trade farmers. Non-banana farmers were also affected as vegetable crops and animal pens were destroyed. This evaluation carried out after the six-month programmes have closed was to look at the following areas: • To review the project design and implementation • To identify and document innovative and good practices • To identify persistent weaknesses (particularly in internal systems) for organisational learning The evaluation was carried out by semi-structured interviews with key informants and focus groups in the three countries with a variety of stakeholders.
    [Show full text]
  • Florida Hurricanes and Tropical Storms
    FLORIDA HURRICANES AND TROPICAL STORMS 1871-1995: An Historical Survey Fred Doehring, Iver W. Duedall, and John M. Williams '+wcCopy~~ I~BN 0-912747-08-0 Florida SeaGrant College is supported by award of the Office of Sea Grant, NationalOceanic and Atmospheric Administration, U.S. Department of Commerce,grant number NA 36RG-0070, under provisions of the NationalSea Grant College and Programs Act of 1966. This information is published by the Sea Grant Extension Program which functionsas a coinponentof the Florida Cooperative Extension Service, John T. Woeste, Dean, in conducting Cooperative Extensionwork in Agriculture, Home Economics, and Marine Sciences,State of Florida, U.S. Departmentof Agriculture, U.S. Departmentof Commerce, and Boards of County Commissioners, cooperating.Printed and distributed in furtherance af the Actsof Congressof May 8 andJune 14, 1914.The Florida Sea Grant Collegeis an Equal Opportunity-AffirmativeAction employer authorizedto provide research, educational information and other servicesonly to individuals and institutions that function without regardto race,color, sex, age,handicap or nationalorigin. Coverphoto: Hank Brandli & Rob Downey LOANCOPY ONLY Florida Hurricanes and Tropical Storms 1871-1995: An Historical survey Fred Doehring, Iver W. Duedall, and John M. Williams Division of Marine and Environmental Systems, Florida Institute of Technology Melbourne, FL 32901 Technical Paper - 71 June 1994 $5.00 Copies may be obtained from: Florida Sea Grant College Program University of Florida Building 803 P.O. Box 110409 Gainesville, FL 32611-0409 904-392-2801 II Our friend andcolleague, Fred Doehringpictured below, died on January 5, 1993, before this manuscript was completed. Until his death, Fred had spent the last 18 months painstakingly researchingdata for this book.
    [Show full text]
  • Florida Tropical Cyclone Workshop Summary
    Technical Attachment Florida Tropical Cyclone Workshop Summary Scott M. Spratt and David W. Sharp WFO Melbourne, Florida Purpose and Logistics A two-day training workshop was organized and hosted by the authors during mid April 2001 at the National Hurricane Center in Miami. The workshop focused on specific tropical cyclone (TC) operational issues of recent concern, including: • Exploiting new data sets and display platforms to improve TC-related forecasts and warnings. • Examining new technology-based methods to improve severe weather diagnostics. • Improving the communication of hazardous weather information to NWS customers in a consistent format using innovative graphical methods. Operational personnel from all Florida WFOs attended - Tallahassee, Jacksonville, Tampa Bay, Melbourne, Miami, and Key West - along with meteorologists from WFOs San Juan and Wakefield, Virginia. Local attendees included several hurricane specialists, as well as forecasters from the Tropical Analysis and Forecast Branch (TAFB) of the Tropical Prediction Center (TPC). Participants totaled between 20 and 25 individuals. The NHC was chosen as the location for the workshop to draw from the expertise of hurricane specialists and NOAA/Hurricane Research Division (HRD) meteorologists. This setting also allowed WFO attendees to become familiar with the NHC environment, and it stimulated dialogue between the WFO and TPC/HRD communities. Two additional participants were Dr. Steve Lyons, the tropical weather expert from The Weather Channel and Jack Parrish, a NOAA Aircraft Operations Center (AOC) flight director and the project manager for the G-IV high altitude jet. A Web-based version of this summary is available on the WFO Melbourne home page, http://www.srh.noaa.gov/mlb/tcworkshop_2001.html.
    [Show full text]
  • Learning from Hurricane Hugo: Implications for Public Policy
    LEARNING FROM HURRICANE HUGO: IMPLICATIONS FOR PUBLIC POLICY prepared for the FEDERAL INSURANCE ADMINISTRATION FEDERAL EMERGENCY MANAGEMENT AGENCY 500 C Street, S.W. Washington, D.C. 20472 under contract no. EMW-90-G-3304,A001 June 1992 CONTENTS INTRODUCTION ............................... 1.............I PHYSICAL CHARACTERISTICS OF THE STORM . 3 Wind Speeds .3 IMPACTS ON NATURAL SYSTEMS 5 ................................ Biological Systems ....... .................................5 Dunes and Beaches ....... .5............................... Beach Nourishment . .................................7 IMPACTS ON HUMANS AND HUMAN SYSTEMS ............................ 9 Deaths and Injuries ............................ 9 Housing ............................ 9 Utilities ................... 10 Transportation Systems .1................... 10 The Economy ................... 11 Psychological Effects ................... 11 INSURANCE .......................... 13 COASTAL DEVELOPMENT .......................... 14 Setbacks ........................... 15 Coastal Protection Structures .......................... 16 PERFORMANCE OF STRUCTURES ..... .... 18 Effects of Wind and/or Water ...... .... 18 Effects of Water, Waves, or Erosion . .. .18 Effects of Wind .............. .... 19 Foundations .................. .... 21 Slabs ................ .... 22 Piers and Columns ....... .... 22 Pilings............... .... 22 Elevation .................. .... 23 Lower Area Enclosures .... .... 23 Connections ................. ....24 Manufactured Housing .......... .... 24
    [Show full text]
  • Flood Risk in Jamaica : Recent Damage and Loss Due to Tropical Cyclones in Jamaica
    Flood Risk in Jamaica : Recent Damage and Loss due to tropical cyclones in Jamaica. Report prepared as part of the Climate Change and Inland Flooding in Jamaica: Risk and Adaptation Measures for Vulnerable Communities : Disaster Risk Management and Policies in Jamaica. David Smith1and Arpita Mandal2 Caribbean territories are highly vulnerable to the impacts of hazards, which may be natural, resulting from hydro-meteorological, seismic or geologic triggers or anthropological. Studies of damage and loss due to floods in the Caribbean are few and studies relating damage to intensity of the event are even fewer. For example, the EM-DAT database indicates that 119 floods occurred in the Caribbean since 1983. This resulted in 49833 deaths, 3,963,286 people affected and damage of 866,325,000 US dollars4. Of this figure, 3353 (67%) deaths occurred in a single event in Hispaniola in 2004. The figures for damage are missing for 99 of the 119 events. It has been suggested that disaster risk reduction requires good data not just on the impact of hazards, but also on the nature, magnitude and extent of hazards to be effective. In the Caribbean, assessments of damage and loss have been carried out by the governments of affected countries or by UN ECLAC. While these studies may indicate the severity of the event; few non-economic data are quantified, nor are data presented so that damage can be related quantitatively to the severity of events or compared quantitatively between events, though some qualitative analysis is possible. Notwithstanding this, economic damage and loss due to tropical cyclones in the Caribbean are significant proportion of GDP with some events causing damage and loss of more than 100% of GDP.
    [Show full text]
  • Natural Disasters in Latin America and the Caribbean
    NATURAL DISASTERS IN LATIN AMERICA AND THE CARIBBEAN 2000 - 2019 1 Latin America and the Caribbean (LAC) is the second most disaster-prone region in the world 152 million affected by 1,205 disasters (2000-2019)* Floods are the most common disaster in the region. Brazil ranks among the 15 548 On 12 occasions since 2000, floods in the region have caused more than FLOODS S1 in total damages. An average of 17 23 C 5 (2000-2019). The 2017 hurricane season is the thir ecord in terms of number of disasters and countries affected as well as the magnitude of damage. 330 In 2019, Hurricane Dorian became the str A on STORMS record to directly impact a landmass. 25 per cent of earthquakes magnitude 8.0 or higher hav S America Since 2000, there have been 20 -70 thquakes 75 in the region The 2010 Haiti earthquake ranks among the top 10 EARTHQUAKES earthquak ory. Drought is the disaster which affects the highest number of people in the region. Crop yield reductions of 50-75 per cent in central and eastern Guatemala, southern Honduras, eastern El Salvador and parts of Nicaragua. 74 In these countries (known as the Dry Corridor), 8 10 in the DROUGHTS communities most affected by drought resort to crisis coping mechanisms. 66 50 38 24 EXTREME VOLCANIC LANDSLIDES TEMPERATURE EVENTS WILDFIRES * All data on number of occurrences of natural disasters, people affected, injuries and total damages are from CRED ME-DAT, unless otherwise specified. 2 Cyclical Nature of Disasters Although many hazards are cyclical in nature, the hazards most likely to trigger a major humanitarian response in the region are sudden onset hazards such as earthquakes, hurricanes and flash floods.
    [Show full text]