Global processes and capabilities
Facing exceptional events
Our connected world offers a promise to end users, enabling them to access services from any device anywhere. It presents a challenge, however, for multinational corporations as they expand into high-growth markets, especially companies with important parts of their business based in remote locations, such as oil & mining, shipping and air transportation companies.
Whatever the timing or cause of a crisis, keeping your business running will require rapid analysis, decisive action and timely communications–locally, regionally and internationally.
Our answer: three pillars
Orange has a history of accompanying its customers in all geographies as a single global provider over a wide range of business needs. We are very aware of the critical role we play in enabling essential business communications for our customers, and our business continuity plan ensures that we maintain our services to you in all situations to protect your business and minimize the impacts of any crisis that might arise.
Crisis situations can only be addressed with clear awareness and strong experience, and a long-term and continuously reviewed strategy in terms of investments in infrastructure, tools, staff training and tests. Our business continuity plan is built on three pillars: people, infrastructure & equipment and processes.
Throughout our five Major Service Centers (MSCs) in Brazil, Egypt, France, India and Mauritius, each of our staff members has received a minimum of two days training, and that training is refreshed regularly.
In crisis situations, our first focus is on our staff and their families. Managers constantly liaise with staff and Orange headquarters to address initial basic needs, welfare and advice: evacuation, accommodation, food and cash.
Depending on the nature of the crisis, we also ensure our staff can work without exposure to further dangers:
- Logistics management for safe travel to/from home or staying on site
- Teleworking by providing satellite connections, phones, etc.
Infrastructure and equipment
During disruptive events, we take full benefit of the most diverse infrastructure available to ensure the continuity of our communications services.
Our stringent network design rules enable strong infrastructure resiliency:
- Physical path diversity, including submarine cable systems, satellite connectivity and terrestrial infrastructure
- Network path control to ensure automatic traffic rerouting
- High focus on round trip delay and stringent latency management
Our facilities provide both safety against malevolent intruders and resiliency against technical issues:
- Access control systems, electronic surveillance systems, CCTV cameras
- Self-sufficient power, highly reliable UPS and air conditioning systems
- LAN and WAN infrastructure and resilient connections to two different PTT exchanges, by different medias
At Orange, a dedicated global business continuity management team is in charge of both the business continuity plan readiness and anticipation. Business continuity management is an everyday exercise, requiring reports, audits, maintenance, training and continuous improvement. Our operations have an embedded discipline of process management, and our Major Service Centers are certified ISO 9K/20K/27K/14K and are aligned with ITIL best practices.
Our Major Service Centers are key assets when facing challenges, with the ability to back each other up when required. Using common tools, skills and global processes, they can switch part or all of their activities from one to another and balance capabilities between them, based on the circumstances.
The value we bring is illustrated by the fact that our customers can maintain their operations even during crises, and many of them have seen our execution capabilities:
Global effectiveness confirmed
The successful management of each and every crisis is a confirmation of our global capabilities and the ability to cope in a very structured, yet dynamic and flexible way when a disruptive event occurs anywhere in the world.
Important lessons learned
Additionally, we take advantage of the lessons learned during each incident to evolve our long-term continuity planning. We constantly update documents, run tests (including surprise tests) and refresh our business continuity plans.
Orange spirit shines through
In the face of a crisis, having a strong, stringent plan in place leads to an increase in effective global teamwork.
Dealing with riotsThe extreme dedication and efforts of the service center team in Cairo during the 2012 riots surely demonstrate that "together we can do more."
Putting customers first
Teams at six key locations and functions describe their roles in the services lifecycle and tell a story of how our unified goal of Customer 1st sets us apart.