Visa Olympic Experience
Steve Vanhinsbergh
March 2012
Presentation Title / 13 April, 2015
1
Visa Olympic Experience
History
Global payment services organisation
Owns Visa Brand and Global Processing Systems
• Has been a “TOP” Olympic Sponsor since Seoul 1988.
• World Wide Sponsor of Paralympic Games since 2002
• Contracted with IOC until 2020 (18 games)
Presentation Title / Olympic Experience
2
Visa Olympic Experience
Visa at Games time
• Visa Only Card Accepted on Olympic venues
– Including new payment methods i.e. cashless .
• Payment Services on Olympic venues
– POS Acceptance
– ATM Network
– Customer Service Network;
24/7 service to support Visa cardholders
• Hospitality Program
– VIP and Consumer
Approach
• Advance Trips to Venues
• Work with Local Organizing Committee
• Talk to Other Sponsors
• Use Local / Global Risk Consulting Companies
• Liaise with Government agencies (i.e.OSAC)
• Surf Open Source information
• Complete Venue Risk Assessment
Challenges
Incident Escalation
Communications
Decision Making
Third Party Vendors
5
London 2012 Structure
VI Crisis Mgmt
VI Executive
VE Crisis Mgmt
VE Executive
Incident Commander
Global Security
Operations and
Logistics
Planning and
Intelligence
Visa/Samsung
POS/Network
LOCOG/IOC
Relations
Guest Experience
VE Business Intel
ATM
Client/VE Executive
Visa Europe Comms
Legal/Ambush
Marketing
Logistics and Staff
Communications and
External Parties
Client/VI Executive
Media Office
Team Visa Athletes
Consumer VE
Team 2012
Marketing
Prepaid
Info Booths/GCAS
VE Merchant Prgms
Consumer VI
27 February 2012/v18
Incident Levels
Business Related Alert Conditions/Triggers
A localized problem preventing a terminal being able
to accept transactions, restrict support staff being
able to adhere to SLAs
Life Safety/Facility Alert Conditions/Triggers
A life safety/facility incident that is limited in scope.
Security and Safety is responsible for incident.
Examples would include a minor medical emergency,
or a false fire alarm.
Managed through the Daily Task Force Meeting.
A.Where a trend or pattern of faults emerges (e.g. a
number of terminals at one venue are unable to
accept cards.
Examples : Multiple terminals have had similar
problems in processing card transactions
B.Potential issues will be investigated and if they are
a common fault across multiple sites will be raised to
issue status.
Examples : One concession is experiencing
problems accepting card payments
A.All terminals at a single venue are unable to
process card transactions.
B.First Data host is unable to authorize card
payments.
All terminals at multiple venues are unable to process
card transactions.
A life safety/facility incident that is moderate in scope.
Crisis Management is responsible for the incident.
Examples would include a major medical emergency
with staff or guest; any incident that would potentially
close or close the office for a short period of time.
The Olympics IMT would conduct assessment on
activation for Olympics related medical issues
VE IRT/CMT would assess and activate teams to
manage office closure and business continuity activities
A life safety/facility incident that is SEVERE in scope.
Examples would include an incident that would close
the office for an extended period of time, TBD
The Olympics IMT, VE IRT/CMT and VI CIMT would be
activated.
A life safety/facility incident that is CATASTROPHIC in
nature.
The Olympics IMT, VE IRT and VI CIMT would be
activated; the VE CMT and VI GCMT would be
engaged for large business decisions.
7
“High Stakes” Issues – Examples
• Life safety/medical issues
• Issues that could jeopardize the operational success of
the event
• Issues with high media visibility or reputational impacts
• Issues with significant financial impact
• Issues impacting Visa’s relationship with the guests,
partners and stakeholders
• Issues impacting multi-venues and/or
multi-functions
8
Games Readiness Exercises
Date
Event
27 February
7 March
Olympics IMT
and VE CMT
Training/
Walkthrough
Roles and Responsibilities, authority,
decision-making, and escalation protocols;
walkthrough
Critical Partner
Training
Meet with all identified key vendors and
conduct Visa specific incident management
training
30 April
Olympics IMT
and VE CMT
Tabletop
Exercise
Prior to test events – practice response to
specific scenarios, escalation and
communications
9 May)
Test Event
Debrief
Conduct a debrief from April 30 exercise
and any key learning's from the test events
18 July
On-ground
simulation
exercise
Exercise decision-making and issue
escalation/notifications and some partner
communication flows
Communication
Tools testing
Exercise the automated notification tools,
manual call trees and satellite phones
TBD
23-24 July
Exercise Objectives
9
Thank you