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Business Continuity Plan

Business Continuity Plan

BUSINESS CONTINUITY PLAN

26 March 2020

Document Control

Document Ref: BCP 2020

The electronic version of this document is the latest revision.  It is the responsibility of the individual to ensure that any paper material is the current revision.  The printed version of this document is uncontrolled, except when provided with a document reference number and revision in the table below:

 

VersionCreated ByCommentsDate
1.Grant ArnottDocument Creation25/03/20

 

Document Prepared by:

GLOBAL MARKETPLACE
NameGrant Arnott
PositionManaging Director
Emailgrant@clickfrenzy.com.au

 

Document Electronically Approved by:

GLOBAL MARKETPLACE
NameNathan Brown
PositionChief Finance Officer
Emailnathan@clickfrenzy.com.au
Date26 March 2020

 

Table of Contents

GLOBAL MARKETPLACE
NameNathan Brown
PositionChief Finance Officer
Emailnathan@clickfrenzy.com.au
Date26 March 2021

Business Continuity Plan (BCP) COVID-19 

Table of Contents

1.1.Overview 

BCP COVID-19 (the plan) describes how GLOBAL MARKETPLACE will maintain business continuity while safeguarding the health of GLOBAL MARKETPLACE staff and clients by enacting policies and procedures that will reduce the risk of exposure to, and spread of, the COVID-19 virus (CV-19 or the virus).  These policies are developed in line with recommendations from various official sources including the World Health Organisation (WHO), the Australian Government Department of Health & Department of Home Affairs and the Western Australian Government Department of Health.

The plan involves all GLOBAL MARKETPLACE employees working from home as long as directed or recommended by official sources.

High-risk individuals will be required to work from home to safeguard their health.  Individuals whose role does not necessitate being in the office or is non-essential will also be required to work from home to minimise the number of people that are in contact with each other when working in the office.

Once enacted, the plan will be in place until such time as the Leadership team, acting on advice from official sources and guidance from the GLOBAL MARKETPLACE Board, deem that it is safe to return to a usual operating model.

Working from home (WFH) capabilities for all staff will be assessed and equipment and software systems put in place to ensure that individuals are productive and able to communicate effectively with their team and the broader business while working from home.  Communication channels will be established to ensure that any issues are reported, addressed and monitored on-going with a view to continuously improve.

1.2 Related Documents

  • Global Marketplace Working From Home Guidelines

1.3 Risk Mitigation Policies

As per recommendations from official sources, restrictions and policies will be put in place to reduce the risk of contracting or spreading the virus.  These are described in the following sections and include;

  • Travel Restrictions
  • Meeting Restrictions
  • Office Hygiene Policy
  • Self-assessment
  • External Communications Management

1.3.1 Travel Restrictions

When the plan is enacted the following travel restrictions apply (no-exceptions);

  • All international and domestic travel cancelled until further notice
  • Essential domestic business travel will only be performed with expressed consent from the Managing Director. Employees must consult Smart Traveller to assess risks associated with domestic travel. The Managing Director will not provide consent if official sources recommend against non-essential domestic travel.
  • Employees will be required to self-quarantine for a period of no less than 14 days should they travel domestically until further advisement from the Managing Director of GLOBAL MARKETPLACE

As per Australian Government restrictions;

  • All travellers to Australia are required to self-isolate for 14 days

1.3.2 Internal and External Meetings

When the plan is enacted the following meeting restrictions apply;

  • All face to face external meetings are canceled or moved to an online platform (e.g. Google Hangouts, Pexip) with immediate effect.
  • During working from home periods, internal meetings and staff-to-staff interactions will take place using Google Hangouts or Slack (refer to the Global Marketplace Working From Home Guidelines)
  • When the Managing Director approves that it is safe for staff to resume working from the office, internal meetings will continue to occur with participants aware they must cease handshaking, maintain 2-metre distance between people (for meetings of >15 minutes) and continue with personal hygiene practices including regular hand washing.

1.3.3 Office Hygiene

When the Managing Director approves that it is safe for staff to resume working from the office, staff present in the office are expected to maintain a high level of hygiene and follow the basic protective measures advised by the World Health Organisation such as;

  • Washing hands frequently
  • Maintaining social distancing
  • Avoid touching eyes, nose and mouth
  • Practicing respiratory hygiene, i.e. covering your mouth and nose with a bent elbow or using a tissue when you cough or sneeze and disposing of used tissue immediately

In addition, to avoid cross-contamination between individuals and teams, the following practices will be put in place;

  • Cleaners will be advised to clean all surfaces with hospital grade disinfectants
  • Employees will be advised to clean his or her workstation at the completion of each work day to ensure no cross contamination between teams

1.3.4 Self-Assessment

Staff exhibiting symptoms of COVID19 are expected to self-quarantine immediately (remain isolated and do not attend the office).

Advice from the World Health Organisation is as follows;

“The most common symptoms of COVID-19 are fever, tiredness, and dry cough. Some patients may have aches and pains, nasal congestion, runny nose, sore throat or diarrhea. These symptoms are usually mild and begin gradually. Some people become infected but don’t develop any symptoms and don’t feel unwell. Most people (about 80%) recover from the disease without needing special treatment. Around 1 out of every 6 people who gets COVID-19 becomes seriously ill and develops difficulty breathing. Older people, and those with underlying medical problems like high blood pressure, heart problems or diabetes, are more likely to develop serious illness. People with fever, cough and difficulty breathing should seek medical attention.”

Staff that are at home and sick i.e. are not working from home, should book time to sick leave as per the following workflow;

Presented with COVID Symptoms  – Self quarantine immediately and commence paid personal leave – Present for testing – NEGATIVE RESULT – Back to work – POSITIVE RESPONSE – Paid Personal Leave – Advise your manager immediately

1.4 Managing High Risk Individuals

1.4.1. High Risk Individuals

High-risk individuals will be required to work from home at all times regardless of team allocation.   Individuals whose role does not necessitate being in the office or is non-essential may also be required to work from home to minimise the number of people that are in contact with each other when working in the office.

High-risk individuals will need to make themselves known to the Business Support Executive and advise that they are to work from home at all times.  Managers must be informed of these individuals and take this into account when allocating individuals to teams.

High-risk individuals are those that have/are in frequent contact with others that have/are;

  • A compromised immune system
  • Elderly people (in particular those who are greater than 70 years of age as nominated in the Federal Government notifications)
  • Aboriginal or of Torres Strait Islander descent
  • Individuals with chronic medical conditions

For a checklist to assist with screening see Appendix A – WFH Decision Tree

1.5 Working From Home (WFH)

It is the expectation of the business that staff work effectively from home and maintain a level of productivity that is equal to working in the office.  This will require both setup of the WFH environment and a level of discipline to ensure that KPIs are met.

For individuals working from home, time should be booked to your usual workflows and projects.  If you are at home and not working, time must be booked to annual leave or sick leave as appropriate.

1.5.1 WFH Enablement

GLOBAL MARKETPLACE supports WFH by having internal systems, such as Google G Suite for emails, shared calendars, meetings, file storage and document sharing, Slack, Jira and Monday available over the internet.

Staff are provided with laptops which can be used at home.  Any concerns or queries on this item can be discussed directly with GLOBAL MARKETPLACE’s IT Manager.

Staff may choose to take work equipment, such as Monitors or Office Chairs home if this is more productive and comfortable for the individual.  Arrangements will need to be made to return the equipment to the office at the appropriate time.

Details of GLOBAL MARKETPLACE connectivity can be found in Appendix B – WFH Methods of Connection.

1.5.2 WFH Self-Assessment

Staff should self-assess their home working environment to ensure it is safe and appropriate for work such that they can deliver on KPIs and the BAU level of service for GLOBAL MARKETPLACE’s client.

Details for self-assessment can be found in Appendix C – WFH Checklist

1.5.3 WFH Continuous Improvement

Working from home provides the business with a realistic stress-test of our infrastructure and processes.  Communications channels, such as Slack, are provided to ensure that staff can quickly and easily report any issues and provide feedback that is then captured, reviewed and addressed by IT and/or the Management Team with a view to continually improving our ability to operate the business remotely.  As a global organisation this is an important capability.

A feedback review register is available in Appendix D – WFH Feedback Register.

1.6 External Considerations

1.6.1.Clients Communications

The level of service our clients (internally and externally) will be expecting is aligned with Business As Usual (BAU).  Clients will be provided with official communications from GLOBAL MARKETPLACE describing the plan and our risk mitigation activities highlighting how this may affect our service continuity.  All official external communications must be approved by the Managing Director before being distributed to clients via the Account Management team. In the event that the Managing Director falls ill or is otherwise unable to attend work for an extended period of time, the Chief Financial Officer will act as Managing Director.

For the approved client communication see Appendix E – Client Communications (current as of 23 March 2020 and may be subject to updates).

1.6.2. Public Announcements

Any public announcements are to be approved by the Managing Director. In the event that the Managing Director falls ill or is otherwise unable to attend work for an extended period of time, the Chief Financial Officer will act as Managing Director.

Appendix A – WFH Decision Tree

Working from Home Decision Tree

The following checklist can be used to screen and identify individuals that are deemed to be high-risk and required to work from home at all times.

Appendix B – WFH methods of Connection

Introduction

This is an outline of how staff should work externally to the primary site of 445 Auburn Road, Hawthorn.

This is not intended for external ‘non-GLOBAL MARKETPLACE ’ persons as access may vary for an individual to the point where the contents of this guide become inapplicable.

Procedure

  • All staff laptops have already been configured to enable remote access to Global Marketplace workflow tools.
  • To connect, simply connect to your home internet and you will be able to access all digital systems as though you were at work, excluding being able to print to the office printer.
  • Your Google account login (your email address and password) will automatically connect you to the G Suite of applications the company uses, which includes email, calendar, Google Drive, Google Docs and Google Hangouts.
  • Should you have any problems connecting to services, notify the IT Manager. If unable to connect to internet, call 0410 047 419

 

Appendix C – WFH Checklist

Work Area

  • The floor of the work area is level and there is no limited use of mats/rugs

Environmental Conditions

  • Lighting is adequate for the tasks being performed. Easy to see and comfortable on the eyes
  • Glare and reflection can be controlled
  • Ventilation and room temperature can be controlled, regardless of season
  • There is no excessive noise affecting the work area
  • Walkways are clear of clutter and trip hazards, such as electrical cords
  • The work area is segregated from other hazards in the home, for example, hot cooking surfaces in the kitchen
  • Non-smoking environment

Emergency Exit

  • Path to exit is reasonably direct
  • Path to the exit is sufficiently wide and free of obstructions or trip hazards to allow unimpeded passage

Electrical

  • Power outlets are not overloaded with double adapters and power boards
  • Earth leakage circuit protection is in place for work related equipment
  • Electrical cords are safely stowed
  • Connectors, plugs and outlet sockets are in safe working order
  • Electrical equipment is free from any obvious external damage

Work Surface

  • There is adequate leg space under the workstation
  • From the seated position, the most frequently used items are within easy reach
  • Cables are stowed away
  • There are no sharp contact points on the workstation or other equipment

Chair

  • The seat height, seat tilt, angle and back rest are all adjustable
  • The chair has a stable base (preferably five-star)
  • The chair moves freely
  • There is adequate lumbar support
  • The chair’s padding is adequate
  • The seat height is adjusted so that arms and forearms are at right angles or slightly greater and forearms and hands form straight lines when resting on the keyboard
  • The seat back is adjusted to support the lumbar curve of the lower back
  • Feet are flat on the floor or on a footrest so that knees are bent at right angles and thighs are horizontal to floor

Keyboard and Mouse

  • Keyboard to user distance allows user to relax shoulders with elbows close to the body
  • Keyboard position is flat
  • Mouse is placed directly next to the keyboard
  • Mouse is at same level as the keyboard

Monitor

  • Monitor height is adjusted so top of screen is at or slightly lower than eye level (may need to be lower where bifocals are used)
  • Viewing distance is between 350mm – 750mm
  • Monitor and keyboard are placed directly and symmetrically in front of user
  • Monitor is positioned to avoid glare, i.e. perpendicular to window or other strong light source

Work Practices

  • Wrists are kept straight and not supported on any surface while typing
  • Sitting posture is upright or slightly reclined, with lower back supported
  • Long periods of continuous activity are broken by performing other tasks, changing position, standing up and stretching
  • Repetitive actions are not continued for long periods without appropriate breaks

Other

  • Telephone or other communication devices are readily available to allow effective communication in an emergency situation
  • Emergency contact numbers and details are known
  • A process is in place for the prompt reporting of incidents

 

Appendix D – WFH Review Register

ProblemProposed solutionsActionOwner
IT
Employees unable to connect Global Marketplace systems, including emailContact IT manager on 0410 047 419IT to investigate and resolveIT Manager
Finance
Employee expense claims involving paper receiptsScan receipts using phone and email to finance

Complete expense form digitally

Business support executive to reviewBusiness Support Exec
Admin
Leave forms and sick leave forms requiring manager signatureEmployee to submit request to        business support via email

Business support exec to check approval with relevant manager via email or Slack

Business support exec to notify staff of changeBusiness Support Exec
WFH Support
Employees need monitors, furniture and accessories from office to optimise WFH set upEmployee to contact Managing Director to arrange suitable time for pick upRequested items left by MD in front foyer area at 445 Auburn Rd premises, employees to use access key to enter and obtain itemsManaging Director

 

Appendix E – Client Communications

Official client communications template

Subject: COVID-19 and GLOBAL MARKETPLACE Software Service Continuity

Update: Monday, 23 March 2020

Dear ,

GLOBAL MARKETPLACE is keeping a close eye on the developing situation regarding COVID-19 and its impact on communities and businesses worldwide. Our key priorities are the safety and well-being of clients and staff, and to maintain uninterrupted service and support. In the interest of transparency and the potential implications as a GLOBAL MARKETPLACE Client, I would like to share some of the recent policies we have implemented across our business.

Risk Mitigation:

  • All international and domestic travel and conference attendance have been cancelled until further notice.
  • Face-to-face meetings have been cancelled or converted to conference calls or online collaboration mediums.

Business Continuity:

The entire GLOBAL MARKETPLACE team is now working from home under the guidance of our Business Continuity Plan (BCP).

Our BCP subcommittee will be regularly assessing this working arrangement periodically and in line with the developing CV-19 landscape and impacts on our business. Each of GLOBAL MARKETPLACE’s CFO, the GLOBAL MARKETPLACE Board and myself are in regular contact with this subcommittee to provide guidance and support as required for our business.

The above policies were developed in line with recommendations from various official sources including the World Health Organisation (WHO), the Australian Government Department of Health and the Victorian Government Department of Health. We will continue to monitor their recommendations and will make further policy changes as necessary.

I would like to assure you that you can expect Business-As-Usual levels of service from GLOBAL MARKETPLACE. We have taken all necessary steps to ensure business impacts are minimal whilst our team commence working from home. We suggest when contacting staff at Global Marketplace that you do so via email or mobile phone, as landline phones will not be checked regularly.

Should you require any assistance or have any questions pertaining to the above, please do not hesitate to email us at info@clickfrenzy.com.au.

Thank you for your patience and understanding.

Best regards,

Grant Arnott
Managing Director
Global Marketplace

 

Table of Contents