• Public Sector

Public Sector:

The Civil Contingencies Act was passed in 2004 to ensure that business continuity is a priority for government departments and the emergency services.

Included in the Act is the necessity to ensure telecoms resilience and compliance.

The Act states that Local arrangements for civil protection are required when ‘an event or situation threatens serious disruption to a system of communication (Part 1 paragraph 2) and when an event or situation involves or causes disruption of a specified supply, system, facility or service (Part 1 paragraph 4).’

If you have a think about the types of critical services which rely upon government run contact centres you can understand how important it is to protect these lines of communication from any minor or major disruption. For example:

  • Alarm services for the elderly or disabled. When an elderly person falls and presses the alarm around their neck a call is made to an agent in a contact centre who is able to dispatch help. If this call doesn’t get through, the member of the public could in fact have their life put at risk.
  • Social Services. Again children or adults may be left at risk if phone calls cannot be made to the relevant person in the relevant department.

But telecoms continuity should not be restricted to such emergencies. Even minor disruptions can seriously affect an organisation’s ability to provide their service and seamless telecoms recovery and resilience is available in all situations.