In this final case study, we explore how ContinuitySA helped the Government Pensions Administration Agency (GPAA) overcome what has been described as the worst disaster in its history: a true example of business resilience in action.
A burst sewage pipe in the basement of the Pretoria building housing the GPAA’s call centre and walk-in centre set in train a complex series of events that tested the organisation’s business continuity and resilience plan to the utmost. The call centre is the fulcrum of its communication platform for members and pensioners, while the regional walk-in centre plays a similarly important role within the region.
The GPAA responded quickly, eager to protect its own reputation and those of the funds it represents—while inconveniencing its members as little as possible. Within hours, it had invoked the highest level of disaster with ContinuitySA, which provides GPAA with 120 work-area recovery seats at its Midrand recovery centre.
Over the course of the 58 days that it took to get the damaged facility repaired, the GPAA team had to manage a bewildering set of shifting priorities and unexpected complications, coordinated via a mix of channels, from teleconferencing to What’s App and SMS. Staff complements were juggled between space made available at the head office site and the ContinuitySA recovery centre in order to cobble together the best working arrangement. Thanks in part to the partnership with ContinuitySA, and in large measure to the well-thought-out business resilience plan, the all-important call centre suffered only minimal disruption.
The GPAA’s disaster-response strategy received recognition as the Most Effective Recovery at the 2016 Business Continuity Institute Africa Awards. To learn more about the key success factors, read the full case study.