New York Life Insurance Company
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a Fortune 100 company
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the largest mutual life insurance company in the U.S.
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one of largest life insurance companies in the world
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combined sales of insurance and investment products exceeding $37 billion in 2006
Mission
For more than 160 years, New York Life Insurance Company's unwavering
financial strength and time-tested investment strategies have provided
consistent value and solid financial protection for our clients and their
families.
Goal
"The primary responsibility of a mutual insurance company is to ensure that
the long-term benefits promised to its policyholders are secure and
protected. By remaining a mutual, New York Life can continue to manage
for the long term, instead of the quarter-to-quarter orientation of the
investment community."
— Chairman and CEO Sy Sternberg
March 21, 2007
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GLOBAL OPERATIONS
Founded in 1845 and headquartered in New York City, New
York Life maintains operations in all 50 states (including 120
general offices) and nine overseas markets through a
network of over 13,100 employees and 32,700 licensed
agents.
New York Life and its affiliates’ products and services include
insurance products (life, annuities and long-term care) and
asset accumulation products, such as mutual funds.
Know what is happening worldwide
March 21, 2007
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The Business Resilience Department
Incident Management
Business Continuity and Recovery
Records Management
Goals:
March 21, 2007
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Protect the safety and health of NYL employees
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Protect the company’s assets and those of our customers
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Minimize the impact of disruptions to business operations
and recover quickly if disruptions do occur
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Manage records in accordance with business, legal, and
regulatory requirements
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New York Life’s incident management mission is to
prevent or mitigate disruptive incidents to the extent possible,
to prepare for possible disruptions, and to manage the
company’s response to incidents in a manner that protects
and sustains:
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The safety and health of NYL employees
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NYL assets, and those of our customers, and
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Our business operations
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The Incident Management Program provides a
comprehensive strategy for ensuring
appropriate steps are taken
before, during, and after incidents
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Incident Management Program Overview
Program Governance
Executive Support & Oversight
Assessment
Process, Procedures & Toolkit
Activation
- Information Received
- Response Priority
- Triage/Escalate
Assigned Roles & Responsibilities
Management
Recovery and/or
Resumption
- Situation Reporting
- Team Assembly
- CCC Location(s)
- Alerts & Briefings
- Activity Logging
- Execute
- Implement Rec
- Close activ
- Post-Event Re
• Data Gathering & Analysis
• Recommendations & Decisions
• Communication
Contact/
Checklists
Program Management
Plans/Playbooks
Information/Resource Management
Coordination/Integration of Efforts
Testing/Maintenance
Program Awareness and Education
Ongoing
March 21, 2007
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Some Key Elements
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Executive Support
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Triage
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Escalation
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Authority
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Coordination
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Communication
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One example…
Republican National
Convention
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August & September 2004
Other examples of CCC activation:
building disruptions, London bombings,
transit strike, E. 72nd Street plane crash,
natural gas odor
Examples of IM monitoring (without
CCC activation): hurricane path,
reduced power from high temperatures,
Thailand coup, Mumbai bombings,
incidents at other company locations
March 21, 2007
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Established RNC team
Weekly planning meetings
• Confirmed RNC-related events
• Sponsorship/executive
participation
• Security arrangements
• Events nearby
• Planned/threatened protests
Protocols for response established
• Dual operations
• CCC advance testing
• Monitoring methods confirmed
• Communications protocols
confirmed
Dual CCC’s activated
Status conference calls (several times daily)
“Post-mortem” for “lesson’s learned”
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Some Examples of “Lesson’s Learned”
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Roles/contacts (Clarity)
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Incident Management Checklists (Development)
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PA announcements (Scripts and Volume)
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Ongoing employee communication (timely)
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Evacuation location (deputies established, communication volume)
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Emergency power (expanded locations)
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Floor diagrams (receive monthly)
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Shelter in Place (just-in-case inventory, Centrex lines installed)
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Battery-powered lights and reflective tape in stairwells (expanded)
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Corporate Command Center
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NYC Alternate 1
Backup CCC –
Outside NYC
Primary NYC CCC
NYC Other Options
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Examples:
• IMT & Daily Coverage
• Checklists
• Local Incident Management
• Monitoring Events
Examples:
Methodology
&
Organizational
Support
Testing
&
Maintenance
• Scenario-Based Walkthroughs
• Checklists
• CCC Readiness
• ECT Readiness
• Concentration Risk
• Shelter in Place
• Accounting for Staff
• Family Support Program
Ready, Equipped and Trained to Respond
Examples:
• CCC’s
• LDRPS
• ECT
Examples:
Tools
&
Infrastructure
Training
&
Awareness
• Employee Orientation
• Emergency Go Kits
• Intranet Communication
• Priority Services
• National Preparedness Month
• Incident Alerts
• Outside Organizations
• Communication Devices
• Conferences/Courses
March 21, 2007
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