One of the key features of AlarmTILT BC, that cannot be provided by other vendors, is its horizontal communication functionality. In case of an incident or an outage, and more than one person is alerted by email, SMS, voice or any other means, calling each others to inform, who is taking on the problem resolution is a time consuming task. AlarmTILT BC is unique in automating this task.
AlarmTILT BC analyses incoming events and alarms. An eventual incident will trigger the routing and dispatching of alert notifications to the destinations affected with this incident, or the staff that will help solve the problem.
Through its direct connectivity with world reaching telecom operators, AlarmTILT BC allows the deployment of intelligent escalation procedures, using messaging to different people at given time intervals via any communication media available, until one of the alerted destinations accepts to take on the problem.
The moment a notified contact acknowledges an alert by replying directly to the message sent ( SMS > reply > send; email > reply > send; voice > say “yes” or press “1”), the alert escalation procedure will stop.
The added value of AlarmTILT BC is its ability to send separate messages to all destinations alerted (and only to those), informing them of who has acknowledged the alert. This horizontal communication permits the implementation of intelligent alert procedures involving a maximum of people, without causing the negative cross calling effect.
More on www.alarmtilt.com
Wednesday, 3 September 2008
Une autre communication pour la gestion de crise et d’incidents
Originally posted on IT News
Communiquer efficacement en temps de crise est précieux pour toute organisation ou communauté. Pour une entreprise, faire façe à un événement dont elle n’est pas à l’origine et qu’elle ne peut contrôler est traumatisant. « Pensez à Cegedel, face au black-out de 2004 », rappelle Hubert Schumacher, CEO chez M-PLIFY, une société luxembourgeoise qui s’est spécialisée dans la gestion de communication de crise. «Dans les cas extrêmes la communication de crise doit couvrir entre autre un plan d’évacuation et de disaster recovery, ainsi que la notification des clients. »
Malheureusement, dans la réalité, la communication s’avère souvent inefficace, incomplète, ou n’a tout simplement pas lieu. Des symptômes comme un temps de réponse trop long, personnes non disponibles, procédures introuvables, absence d’alternatives techniques en cas d’infrastructure endommagée, devraient interpeller les responsables.
BE PREPARED
Qu’il s’agisse d’éviter l’incident, d’en mitiger les effets ou d’y optimiser la réponse, les enjeux sont énormes! Et le résultat dépend de beaucoup de facteurs: analyse préliminaire des risques, préparation des procédures, bonne utilisation des outils de communication, (in)formation des personnes impliquées ou affectées.
« Le crash du vol Luxair en 2002, nous a montré que la communication interne des différents organismes de secours a bien fonctionné, mais la communication horizontale faisait défaut, rappelle Hubert Schumacher. Ainsi, par exemple, les hôpitaux et les médecins de garde ne disposaient d’aucune information quant au nombre et l’état des personnes à accueillir. »
ECONOMIE DES RESSOURCES DE COMMUNICATION
Lors d’un incident majeur, les systèmes de communication peuvent être engorgés rapidement. L’économie des ressources peut jouer à plusieurs niveaux. Préférer la communication asynchrone de type messagerie à la communication synchrone de type conférences téléphoniques en constitue un élément. La libération de ressources de communication pour les personnes prioritaires sont une stratégie supplémentaire. Concevoir le roaming entre opérateurs mobiles nationaux serait une mesure additionelle pour éviter les engorgements des réseaux. « La solution idéale pour la communication de crise est multi-factorielle et exige non seulement innovations technologiques, mais également courage politique, observe Hubert Schumacher. »
HETEROGENEITE DES RESEAUX
En situation normale, la standardisation et l’homogénéité des réseaux et services est souhaitable. Mais, en temps de crise, l’avantage peut se transformer en désastre. «En situation de crise, l’idéal est de profiter de l’hétérogénéité de l’environnement télécom, c-à-d d’utiliser toute la panoplie de réseaux et de services de communication offerts, dit Hubert Schumacher. Le réseau IP peût être indisponible, mais le réseau GSM continuer à fonctionner. » Une solution pour la communication de crise consiste à superposer un système homogène dédié à la communication de crise, qui utilise de manière intelligente les différents réseaux et services hétérogènes sousjacents.
Depuis huit ans la société luxembourgeoise M-PLIFY développe la solution AlarmTILT. La plateforme combine ‘Software-as-a-Service’ et ‘Connectivity-as-a-Service’ de manière optimisée pour la communication de crise et d’incidents. « Pour une banque, une panne peut se chiffrer en dizaines ou centaines de milliers d’euros , rappelle Hubert Schumacher. Notre solution permet de fortement réduire les minutes perdues en cas d’incidents.»
Thursday, 3 July 2008
Staff Recall in Crisis Situations: The University Hospitals of Strasbourg (France) rely on AlarmTILT Emergency
Case Study
Following a call for tenders published in March 2008, the University Hospitals of Strasbourg (HUS) selected AlarmTILT Emergency (www.alarmtilt.com) as their notification management tool in emergency situations, more precisely:
- in case of French red plan (“plan rouge”), to recall all the staff from the Samu67, plus essential partners to the emergency management
- in case of French white plan (“plan blanc”) or any other internal first response alert, to recall the crisis managers, the relevant services, the personnel and the adequate partners
The HUS established clear specifications, after requirements analysis and valuable feedback from their involved departments and hospital professionals.
The major conditions to deliver during the call for tenders were:
- a solution totally hosted outside the HUS, in order not block the telephone lines in place during a recall alert procedure
- a fast implementation of the system, requiring no technical involvement by the HUS, and no interface with their ICT systems
- a stable and resilient platform, having proven itself in similar emergency management implementations, offering latest security standards
Among other competitors AlarmTILT Emergency offered the best answer to the requirements, from the point of view of the features offered, performance and pricing.
After a final decision by HUS management in June 2008, AlarmTILT Emergency was initialised and pre-set, HUS system users were trained as soon as beginning of July. After a brief validation phase with a small group of users, a progressive and scalable deployment is planned.
Dr Jacques Texier (Samu 67) thinks the system in place can help other Samu organisations and hospitals that are looking to improve their internal and external communication ways in emergency situations.
Following a call for tenders published in March 2008, the University Hospitals of Strasbourg (HUS) selected AlarmTILT Emergency (www.alarmtilt.com) as their notification management tool in emergency situations, more precisely:
- in case of French red plan (“plan rouge”), to recall all the staff from the Samu67, plus essential partners to the emergency management
- in case of French white plan (“plan blanc”) or any other internal first response alert, to recall the crisis managers, the relevant services, the personnel and the adequate partners
The HUS established clear specifications, after requirements analysis and valuable feedback from their involved departments and hospital professionals.
The major conditions to deliver during the call for tenders were:
- a solution totally hosted outside the HUS, in order not block the telephone lines in place during a recall alert procedure
- a fast implementation of the system, requiring no technical involvement by the HUS, and no interface with their ICT systems
- a stable and resilient platform, having proven itself in similar emergency management implementations, offering latest security standards
Among other competitors AlarmTILT Emergency offered the best answer to the requirements, from the point of view of the features offered, performance and pricing.
After a final decision by HUS management in June 2008, AlarmTILT Emergency was initialised and pre-set, HUS system users were trained as soon as beginning of July. After a brief validation phase with a small group of users, a progressive and scalable deployment is planned.
Dr Jacques Texier (Samu 67) thinks the system in place can help other Samu organisations and hospitals that are looking to improve their internal and external communication ways in emergency situations.
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