How did the first Belgian bank react to the Brussels Terror Attack of March 22 ?

Speaker: Marc Decaffmeyer

Head of Business Continuity Management

BNP Paribas Fortis - Belgium

Agenda

1. Debriefing Brussels Terror Attacks March 22, 2016

1. Facts 2. First governmental measures 3. Actions taken on Tuesday March 22 4. Actions taken on Wednesday March 23 5. Why was this crisis exceptional ? 6. Lessons learned 7. Conclusions

2. And during that time …

3. Be more vigilant …

4. Q&A

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A BELGIAN BANK WITH INTERNATIONAL REACH

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1. Facts

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7.58 AM

Two bombs at Brussels airport

1. Facts

9.11 AM

Bomb in Metro station “Maelbeek”

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• Threat level 4 for the whole country

• Some railway stations closed

• Emergency Plan for hospitals is activated

• Metro, pre-metro stopped and metro station closed

• The whole population of Brussels is invited

to stay inside the buildings or at home

• Thalys and Eurostar circulation is interrupted at the France boundary

• Nuclear sites received additional protections

• Federal Crisis Center asked to all enterprises to keep their employees inside

• Extra Security ensured by Police (which has been reinforced by the army)

• Be vigilant, “if you see something, tell something”

• ...

2. Governmental first measures

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3. Actions taken by the bank on March 22 (1/2)

ACTIVATION of the Bank Crisis Committee (BCC)

Key actors = BCC members + CEO + Security + HR + Communication + BCM

First Decisions and Actions

− Status of injuries (potentially in airport or in Metro station) + Monitoring

− Enhanced security measures for Office buildings :

• Opening of only one entry / building

• Extra guards at the entrance buildings (“wear your badges”)

• Enhanced security controls at parking entrances

• Closing of 2 buildings that cannot be sufficiently protected

• Enhanced security measures for parcel / postal packets

− Stop staff travels (from and to Belgium + between the buildings) 7

3. Actions taken by the bank on March 22 (2/2)

− Branches: P1 closed or “rendez-vous” / “op afspraak” mode (or fully closed)

− Preparation of carpooling as Brussels railway stations remain closed

− Communication

• Instructions for staff = stay in the buildings until “GO” from Authorities

• Coordinated communication for our staff (0800, intranet, internet, social media…)

• Communication with all stakeholders (Group, NBB, BE subsidiaries, BE banks…)

• Watch Federal website & social media

− “What next / what tomorrow”:

• Staff works from home

• Critical staff in teleworking if possible, otherwise come to office

• Take preventive measures for critical activities (relocation in region)

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Continuous monitoring of situation by BCM and BCC

Decisions − Extend the security measures in office buildings and branches − Flag at half mast during 3 days mourning

Communication

− CEO message − Systematic and updated communication to all stakeholders (multi channels) − Watch Federal website, social media and press − Commercial campaign stopped − Cancel all corporate events − Information the travellers for the next days

Teleworking at home

− Monitoring in place − Extra teleworking licenses activated

4. Actions taken on March 23

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It’s the first time that : • We had to face several terror attacks

• multiple coordinated attacks on different targets in order to spread chaos • Not only Brussels but the whole Belgium was impacted

(Transport, communication, economic life etc...) • A first Terrorist attack since the CCC (1984-1985)

• Mobile and Astrid Networks down • Media attention • Belgian population feels unsafe

• BC tolerance exceeded

(for the second time in a few months – Threat level 4 in November 2015)

5. Why was this crisis exceptional ?

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Crisis management

successfully executed

Unexpected difficulties in the crisis

management process

Successful crisis management of

unexpected events

Difficulties to manage

unexpected events

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6. Lessons learned

7. Conclusions

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Having a BCM organisation ready to support a crisis is key

The bank proved its resilience in

these circumstances

Agenda

1. Debriefing Brussels Terror Attacks March 22, 2016

1. Facts 2. First governmental measures 3. Actions taken on Tuesday March 22 4. Actions taken on Wednesday March 23 5. Why was this crisis exceptional ? 6. Lessons learned 7. Conclusions

2. And during that time …

3. Be more vigilant …

4. Q&A

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4. Questions and Answers

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More information until November 2016 marc.decaffmeyer@bnpparibasfortis.com

And as from December 2016

B-Resist - www.bresist.com

marc.decaf@gmail.com

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