Maximum Acceptable Outage What is Maximum Acceptable Outage? The Maximum Acceptable Outage (MAO) is the number of business days the department can tolerate a disruption to a business activity. The MAO for any business activity is determined by assessing impact against time. Business activities Business activities are processes, procedures and actions that are required to deliver the department’s objectives. They are outlined in the department’s strategic plan, operational and regional plans, and other corporate planning documents. Impact The loss of a business activity can IMPACT the department’s: Objectives Interrupt achieving the department’s objectives Service delivery Interruption in the delivery of services for: early childhood education and care education training and employment Finances Lead to financial loss such as: revenues interest costs and penalties extra cost of working Stakeholders Affect expectations of stakeholders Reputation or image Damage the image and reputation of the department Loss of public confidence Negative publicity Legal or regulatory obligations Breach legislation or regulations Page 1 Uncontrolled copy – Refer to the Department of Education, Training and Employment Policy and Procedure Register at http://ppr.det.qld.gov.au for the most current version. Maximum Acceptable Outage The Impact Rating Reference is a guide for determining whether the department can tolerate a disruption to a business activity. Assume the worst case scenario and normal day-to-day resources are not available. IMPACT Rating Reference Insignificant No measurable impact Minor business disruption or security threat that causes no material disruption to departmental services No impact on stakeholders Incident absorbed by routine management Minor Localised business disruption or security incident No slowing of business. Only a small distraction Readily contained and absorbed through local unit management intervention in contingency mode Moderate Moderate business disruption or security incident resulting in disruption to some of the department’s critical services Will require action but business is still largely on track Some inconvenience to stakeholders Major Significant business disruption or security incident resulting in prolonged disruption to critical services across the department Will cause disruption and require more resources/time or will reduce quality Critical Will stop key business deliverable or process and prevent achievement of objectives Minimal impact to stakeholders Cross management intervention is required and effort in contingency mode Considerable impacts to stakeholders Substantial senior executive intervention is required and effort in contingency mode Extreme business disruption or security incident resulting in indeterminate prolonged suspension of critical services across the department Debilitating impact on stakeholders Immediate senior executive and/or ministerial intervention is required May require external assistance Business activities with a ‘Major’ or ‘Critical’ impact rating will then sorted by the length of time the department is prepared to operate without that activity. Page 2 Uncontrolled copy – Refer to the Department of Education, Training and Employment Policy and Procedure Register at http://ppr.det.qld.gov.au for the most current version. Maximum Acceptable Outage Time The maximum TIME a business activity can be disrupted before the disruption is unacceptable to the department is categorised in the following intervals: 1 – 2 business days 3 – 5 business days 6 – 15 business days More than 16 business days These time intervals are called the Maximum Acceptable Outage (MAO). Critical business activity Delivering essential services in a disruptive event relies on quickly resuming critical business activities within the maximum acceptable outage timeframe. A Critical Business Activity is any activity identified as having a ‘MAJOR’ or ‘CRITICAL’ impact rating and a maximum acceptable outage (MAO) time of 15 BUSINESS DAYS OR LESS All critical business activities are captured in a Business Continuity Plan. NOTES: When deciding on an appropriate MAO for a business activity, consider any interdependencies and how their respective MAO rating may impact (see ‘Interdependencies’ factsheet). Business activities may only be ‘critical’ during a specific time of year or circumstances. Page 3 Uncontrolled copy – Refer to the Department of Education, Training and Employment Policy and Procedure Register at http://ppr.det.qld.gov.au for the most current version.