Proudly presents… TELUS Flooding Ivan Kusal Director, TELUS Corporate Business Continuity and Property Risk Governance Agenda • About TELUS • Event Overview (what happened) • TELUS Impacts • TELUS Response – Taking Care of Our Team – Taking care of Our Business – Telecom Co-Operation – Taking Care of Our Customers – Taking Care of Our Communities • Insurance Perspective • Key Learning's • Q&A About TELUS • TELUS: • 42,400 team members • $11 billion of annual revenue • 13.2 million customer connections • 7.7 million wireless / 3.4 million wire line / 1.4 million Internet / 712,000 TELUS TV customers • Provides a wide range of products and services – wireless, data/Internet protocol (IP), voice, television, entertainment, and video • Contributed more than $300 million to charitable/not-for-profit organizations and volunteered 4.8 million hours of service to local communities since 2000. Fourteen TELUS Community Boards across Canada lead TELUS’ local philanthropic initiatives. Southern Alberta Flooding - Overview Event Overview Wednesday – 2013-06-19 • Slow moving, intense low pressure system brings 80 to 275 mm of precipitation (localized amounts of 350 mm in mountain areas) • Resulted in multiple flooding events across Southern Alberta Thursday - 2013-06-20 • The Town of Canmore declared a State Of Local Emergency (SOLE) Friday - 2013-06-21 • 25 communities had SOLE’s in place including the City of Calgary • A historical first in the Province of Alberta occurred during this event – the first ever provincial SOLE was declared for the community of High River • Downtown Calgary evacuated, including two TELUS buildings • In the City of Calgary, 26 communities were evacuated (approximately 75,000 residents). Across Alberta, there were in excess of 120,000 evacuees Thursday - 2013-06-27 • Train derailment occurred as a result of the flooding compromising a piling supporting a bridge across the Bow River Sunday - 2013-06-30 • 11 SOLE’s remained in effect Several rivers in the region have had their courses changed including the Bow, Elbow, and Kananaskis Affected area and communities MD of Bighorn (Hamlet of Siksika Nation Exshaw) Town of Fort MacLeod Town of Black Diamond Town of Sundre City of Calgary Town of Turner Valley Town of Canmore Vulcan County City of Red Deer Town of Redcliff Crowsnest Pass MD of Ranchland Town of High River MD of Willow Creek Kananaskis Town of Cochrane MD of Foothills Town of Banff City of Medicine Hat Town of Devon Mountainview County Tsuu T’ina Nation Rocky View County Town of Drumheller Calgary - Downtown Calgary Flood • Bow River flows peaked at 2,400 m 3/sec – 8X regular flow and 3X flow rate of 2005 flood • Elbow River inflow peaked at 1,240 m 3/sec - 12X regular flow rate and >3X the rate of 2005 flood • Peak flow last for 3 days • 26 communities affected – 110,000 Calgarians affected • 34,000 locations without power • 16 LRT stations closed • More than 20 bridges closed • 30 parks across Calgary flooded, including Stampede Park • More than 50 bus routes cancelled or detoured • > 100,00 calls received at 311 • > 1.8 M web visits • 100 m of track replaced in one week to re-open south LRT line • 80% of road network restored in first seven days – included 0.3 km of MacLeod Trail rebuilt • > 11,000 flood assessments completed High River Black Diamond – Highway Bridge TELUS Impacts Impacts to TELUS • 4,715 customers impacted • Voice customers unable to complete calls • Wireless customers experiencing call completion issues • HSPA customers unable to use services • Optik TV customers unable to use services • Contract customers unable to use managed data services • Severe damage to fibre cables in Canmore, Banff, Exshaw, Black Diamond, Turner Valley, High River impacting wire line, wireless, Internet and Optik TV services • Multiple cell sites failed through region – due to power failure • Severe damage to one central office (High River) Calgary - Bowness Central Office (CO) Calgary - Bowness CO Calgary – Erlton – Cable Duct Damage High River CO Black Diamond - Cables Exshaw Cable Pedestal TELUS Response TELUS Response • Taking Care of Our Team • Taking Care of Our Business • Taking Care of Our Customers • Taking Care of Our Communities Taking Care of Our Team • TELUS used SMS, mobile and GPS to stay in contact with the team • A 24 hour support line was established to provide support for our team members and their families • 25 satellite phones were distributed to stay connected • Affected team members received over $70,000 in prepaid credit and gift cards Taking Care of Our Business • TELUS Emergency Management Operating Committee (EMOC) – TELUS Crisis Management Team (CMT) activated at 0800 hrs on 2013-06-20 • Response activities implemented: • teams activated • enhanced network monitoring – wire line, wireless, IP, VPN • mitigation measures deployed (flood control tubes, sand bags, portable generators and fuel, Cellular On Wheels (COW’s) • optimization of wireless networks and coverage – all affected areas and evacuation centres • attendance at City of Calgary EOC • SITREP’s generated (29 through the course of the event) • engagement of federal, provincial, municipal and utility providers • ongoing communications – internal and external • manage social and traditional media • Re-entry team established for staged return to evacuated buildings in downtown Calgary • Focus on “Customer First “ throughout response and recovery efforts • Evacuation of two TELUS sites in downtown Calgary – redeployment to alternate sites and Work Styles 40/30/30 strategy • Additional resources from other regions brought in to support response/recovery efforts • “Tiger” team established for restoration in High River Medicine Hat – OCN Fibre Hut Sand Bagging (Drumheller/ Bowness/ High River etc…) Calgary – Bowness CO Calgary – Bowness CO Calgary – Bowness CO High River CO High River CO Clean Up Cell on Wheels (COW) – High River/ Blackie/ Vulcan Taking Care of Our Customers • Free phone calls through TELUS payphones in affected areas • Supplied devices to emergency teams and city officials • Free local, long distance and texting for over 119,000 customers in affected regions • Waived over $700,000 in wireless and wire line fees for over 64,000 enterprise customers • Replaced all damaged equipment - modems, set top boxes - at no charge • Over 2000 IP phones provided to the City of Calgary. TELUS’ procurement team sourced, shipped and delivered in less than 10 days • On the Monday after the flood, with more than 4,400 jobs in Installation & Repair, we only missed 14 pieces of work Taking Care of Our Communities • Since the beginning, TELUS team members have spent nearly 60,000 hours supporting disaster recovery • 1,200 blankets and cell phone chargers delivered to evacuation centers • $2 million contributed by TELUS • 3,000 TELUS customers raised $15,215 through Red Cross Text To Donate • Up to July 31st TELUS team members donated non- perishable food items at 14 corporate stores and 20 TELUS dealers Insurance Perspective • Covers physical loss or damage caused by or resulting from Flood, as defined in the policy • Applies only to those facilities identified to our insurers as having a value greater than the deductible. Excludes transmission and distribution systems, remote network elements, etc. • Flooding in Southern Alberta was extensive and affected many of our facilities, but at the end of the day, it appears that only one site will be covered by our flood insurance • Preventing and mitigating flood damage is the key Lessons Learned • Opportunities: • Roles and responsibilities of teams – establish operational planning/capacity • Market intelligence • Update business unit playbooks • Incident response kits • Financial tracking by site vs. event • Confirmations: • Flexible business unit leadership • Customer First commitment • Proactive movement of resources • Cohesive and unified application of priority to protect assets • Dynamic communications to evolving threat Questions? .