FORUM 2013 Travel risks, health and safety

Travel Risk & Health and Safety

Workshop belonging to the “Influence” section

•7/10/2013 •1

Agenda 1. Trends in Travel Risks: traditional vs. new risks. Trends in political

violence. Travel Risk Mapping

Isabelle Bousquet – Carlson Wagonlit

Emmanuel Legeron - Europe Assistance

Dr Arnaud Derossi - International SOS

2. The view of a TMC: Resposibilities of the employers. What to do.

The role of the TMC

Isabelle Bousquet – Carlson Wagonlit

3. The answer of the Assistance Companies: How the assistance

companies are reacting to the new trends in travel risk? What

added value can they provide to the multinational companies in

managing the risks of the travel risk and the compliance issues?

Dr Arnaud Derossi - International SOS

Emmanuel Legeron - Europe Assistance

7/10/2013 2

10/7/2013 3

Trends in Travel Risks: 1 Traditional vs. New risks

Trends in political violence

Travel Risk Mapping

Emmanuel Legeron

Isabelle Bousquet

Dr Arnaud Derossi

Business travel: yesterday

7/10/2013 4

Trends in Travel Risks 1

And today?

7/10/2013 5

The world has become a village

Time is money

We are always

connected


What about tomorrow?

7/10/2013 6

“One-way Mars trip: Application deadline for Martian colony closed on August 31”


Travel risks: what has changed?

7/10/2013 7

Safety Security Health

Wars Riots Demonstrations Acts of terrorism Kidnappings Assaults Theft Fraud Criminal intentions Computerized data and information

Natural disasters Industrial risks (safety of working tools and work sites) Behavioral risks (that may have legal consequences/ respect of local laws)

Accidents Diseases (physical and psychological) Epidemics Environmental risks


What other changes will impact business

travel in the future? More people

Growth of the middle class and urbanization

More transportation infrastructure

Airports and air traffic

High speed train

Air Traffic growth concentrated in unstable zones

Africa

Middle East/ Far east

7/10/2013 8


More people

7/10/2013 9


Middle class & urbanization

7/10/2013 10


21 in Asia, 4 North America, 4 Europe, 5 Latin America, 3 Africa

7/10/2013 11


7/10/2013 12


Aircraft manufacturer prevision

7/10/2013 13


What does this mean for business travel?

7/10/2013 14


Increase in mobility and more constraints

7/10/2013 15


To summarize

More mobility

More sensitivity to disruptions

More connected world

Business trip main roads across Africa, Middle east and

far east

Higher expectation from the business travel community

regarding resilience to disruptions and crisis situations

Immediate information

Immediate assistance

7/10/2013 16


Individual risk related to the employee’s behavior and health

Collective risk related to the employer’s activity

Local risk related to the economic & political environment

10/7/2013 17

Traditional vs. New risks


Travel Risk Mapping

Traditional risks Measurable & Localizable


10/7/2013 18

A More Complex Environment Due to New Market Needs

Information is at everyone’s

reach

Increased volume of available

data

No area is immune to accident

Distance amplifies trauma

Changing legislation



Travel Risk Mapping


New risks Unbounded, Intangible & Difficult to Manage

10/7/2013 19

Global risks across borders

Local risks specific to a locality or city

Virtual risks related the digital economy (cyber attacks, social networks, etc.)

Societal risks

Emergence of a new international middle-class torn between traditions and international standards expectations

Local employees’ health and security needs to be addressed with similar benefits and protection as for expatriates



Travel Risk Mapping


10/7/2013 20


Travel Risk Mapping



10/7/2013 21


Travel Risk Mapping



10/7/2013 22


Trends in Travel Risks 1 Traditional vs. New risks

Travel Risk Mapping

Global Risks Map (September 15th 2013)

Times have changed… and the perception

of medical and travel security risks too

7/10/2013 23


Perceived health risks …

7/10/2013 24


Real health risks

7/10/2013 25

•Rabies •Pandemic

•Air Quality •Infectious diseases

•Mental illness

•Road Accident

•Trauma

•STDs

•Natural Disaster

•Occupational injury •& disease

•Respiratory Infection

•Food

• Safety

•Risk of counterfeit drugs

•Blood transfusion issues

•Poor emergency Response

•Cardiovascular diseases


Real health risks

7/10/2013 26

•Rabies •Pandemic

•Air Quality •Infectious diseases

•Mental illness

•Road Accident

•Trauma

•STDs

•Natural Disaster

•Occupational injury •& disease

•Respiratory Infection

•Food

• Safety

•Risk of counterfeit drugs

•Blood transfusion issues

•Poor emergency Response

•Cardiovascular diseases


New risks?

Terrorism

Image

Legal

What has changed is our

communication world as well

as our aversion to risks

7/10/2013 27

10/7/2013 28

The view of a TMC 2

Responsibilities of the Employer

The role of the TMC

What to do

Isabelle Bousquet

What are the responsibilities

of the employers regarding travel risks

Legal obligation

Type of population concerned

7/10/2013 29

Responsibilities of the employers

What to do

The role of the TMC

The view of a TMC 2

Legal obligations

Duty of care

Duty of disclose

Standard of care

Company need to be aware of legislation applicable in all

countries of its network

7/10/2013 30

Responsibilities of the employers The view of a TMC 2

Types of populations concerned

7/10/2013 31

Business travelers

Short term mission

Expatriates and seconded workers

Family and friends

Third country Nationals (expatriates from a third country

in a third country)

Local staff

Subcontractors

Client and providers when on company premises

Responsibilities of the employers The view of a TMC 2

What to do? Develop a comprehensive

Travel Risk Management

Involve all the internal

stakeholders

Clarify ownership of the process

Build long term partnerships with

providers

Ensure all employees (all type of

populations concerned) are

aware and understanding of the

challenges and procedures

7/10/2013 32

The role of the TMC

The view of a TMC 2 Responsibilities of the employers

What to do

Travel Risks

Risk manager

Safety& security manager

Human Resources manager

Travel manager

Key steps of a comprehensive TRM

7/10/2013 33

Policy and procedures

Training

Risk Assessment

Risk Disclosure

Risk Mitigation

Risk Monitoring

Response

Notification

Data management

Communication

The view of a TMC 2 What to do

Notification and data management

Notification of risk

Security alert

Risk intelligence

Data management

Traveler profile data base

Traveler localization

Assets vs. travelers localization

7/10/2013 34


Communication during an emergency situation

Communication with travelers

Communication with key company stakeholders

Risk manager

Safety and security manager

Travel manager

Human resources manager

7/10/2013 35


Crisis management All types of disruptions or threats may impact travelers:

Operational disruption (strikes, airport , Air traffic control, airlines disruption)

Industrial catastrophy (nuclear plant, chemical accident)

Climate major events (fog, snow, ice, storm, hurricane, heavy rains,…)

Natural catastrophy (earthquake, tsunami, flooding,..)

Geopolitical crisis (riots, civil war, terrorist attack,…)

Health threats

The response level shall adapt to the severity of the incident and the scope of impact on travelers Level 1:Individual or small group of travelers impacted with no threat to

human life

Level 2: Major collective impact on travelers with threat to human life requiring immediate evacuation and/or repatriation

36


Focus on Crisis level 2 Evacuation and/or repatriation Activation of specific resources

• Travel management company crisis team • H24/7 Emergency Operation Center

Crisis situation notification via Risk Alert Coordination with client crisis team/ safety and security team Evaluation of the situation and follow up on evolution Localization of company travelers impacted Definition with client crisis team of strategy for rescue Emergency assistance procedure with assistance to travelers until safe back home Coordination of all needs (all transportations mode, accommodations, medical care,…)

Messages (SMS, call…) to travelers with routing and guidelines


The role of the Travel Management Company

A partner at each step of the travel risk management process of the company to ensure safety and security of the travelers

to ensure best in class management of travel expenses

to manage travels and travelers data

A partner for all stakeholders involved to provide end to end solutions with needed expertise

A support for the travelers Before their trip

During their trip when facing disruption

During their trip when facing crisis/emergency situation

7/10/2013 38

The view of a TMC 2 Responsibilities of the employers

The role of the TMC

What to do

One tool: one point of contact and information

39

The view of a TMC 2 The role of the TMC

10/7/2013 40

The answer of the Assistance Companies: How the assistance companies are reacting to the new trends in travel risk? What added value can they provide to the multinational companies in managing the risks of the travel risk and the compliance issues?

3

Emmanuel Legeron

Dr Arnaud Derossi

From event management model to risk

management model

7/10/2013 41

•EVENT RESPONSE •Post Incident

•Incident

•Pre Incident

•RISK MANAGEMENT •Post Incident

•Incident •Pre Incident

The Answer of the Assistance Companies 3

7/10/2013 42

A new model: Risk awareness & Integration

•During

•Medical

•OnCall

7/10/2013 43

A new model: Risk awareness & Integration

•Before •During

•Medical •Security

•After

•OnLine •OnCall •OnSite

Prevention and medical assistance

7/10/2013 44

A

S

S

I

S

T

A

N

C

E

• Health Assessment

• Health Check

• Vaccination

• Training

• eLearning

• Information

• Travel policy compliance

MEDICAL RISKS


10 Duty of Care Best Practice

Recommendations

7/10/2013 45

•Increase awareness

•1

•Plan with key stakeholders

•2

•Expand policies and procedures

•3

•Conduct due diligence

•4

•Communicate, educate & train

•5

•Assess risk prior to every

employee trip

•6

•Track traveling employees at all

times

•7

• Implement

an employee emergency

response system

•8

• Implement additional

management controls

•9

•Ensure vendors are aligned

•10

1 5

8 •10


A case study: Japan earthquake - 2011

Travelers & expatriates prepared:

Low risk country

Prevention

Training

Information

Yet not enough… Need for:

Real time comprehensive information

Medical & Safety/Security briefings

Reactivity

Deployment

7/10/2013 46

Most affected prefectures

Districts with associated

damage or flooding

Affected nuclear power

plants

Radius of evacuation

zones

(20km, 30km, 80km) Tokyo

Epicenter

Fukushima

Key facts

Source / Image: Reuters, Associated Press

12,087 people confirmed dead – 15,552 still missing

167,700 households with no electricity and 200,000 with no running water

Estimated cost of damage is $300bn – world’s costliest natural disaster

Over 4,000 times the legal limit – radiation levels in the sea nearby

550 companies (45% of our clients) with our tracking technology had travelers in

Japan

Narita Airport important transit hub to thousands of business travelers on stopovers.

Organizations’ greatest challenge Getting up to date, accurate information was their greatest challenge according to an

International SOS webinar survey

Source: International SOS

80% of the 2,000+

cases we managed

globally were for

medical & security

information and

advice

Radiation threats (spread, health

risks, mitigation tactics)

Potassium iodine procurement

Evacuation options

Infrastructure and transport safety

Against backdrop of dynamic

circumstances, fake messages and

pseudoscience

The crisis of ‘misinformation’ Keeping informed when information dynamics are always changing

Our response Global crisis management team activated; 24/7 support to members

Advice

• Prioritized by member safety and well-being

• Business continuity considerations

Information

• Dedicated website (about 2,000 visitors/ day)

• Email advisories

• 2 live webinars to answer FAQs

• Employee info sessions

Assistance

• 225 commercial flight bookings

• Chartered an A330 to relocate members to HK

• Secured multiple seats on private charters

Our response Global crisis management team activated; 24/7 support to members

Advice

• Prioritized by member safety and well-being

• Business continuity considerations

Information

• Dedicated website (about 2,000 visitors/ day)

• Email advisories

• 2 live webinars to answer FAQs

• Employee info sessions

Assistance

• 225 commercial flight bookings

• Chartered an A330 to relocate members to HK

• Secured multiple seats on private charters

Lessons learned

Importance of business continuity and crisis

management plans even in low to

moderate risk environments

Plans need to be realistic in relation to the

prevailing threat

Access to trusted sources of information to

make informed decisions

The ability to locate employees quickly and

communicate with them is crucial

The ability to react quickly AND to activate

logistics and deployment teams is critical

Prepare, prepare and prepare some more

7/10/2013 53

The Answer of the Assistance Companies

Modifying the traditional offer by

integrating additional services

Better prevention,

Less reaction

Seamless integration

of medical and

security services

Employer guidance

through new legislations

with access to Risk &

Insurance experts

3

7/10/2013 54

Assess

Assist

Accompany

Awareness

Raise


7/10/2013 55


Assess

Health & Security

Consulting

Medical Emergency

Response Planning

Travel Risk

Policy Design International Physical

Medical Check-ups

7/10/2013 56


Awareness

Raise

Security

E-learning

24/7

Malaria Hotline

Malaria

Diagnostic Kits Travel Risk

Intelligence Portal

7/10/2013 57

The Answer of the Assistance Companies

Accompany

Worldwide

Healthcare Provider

Network

Offshore & Onshore

GCS Clinics

Telemedicine

Services Tracking &

Monitoring Services (Itinerary, Smartphone,

Satellite)

3

7/10/2013 58

The Answer of the Assistance Companies 3 3

Assist

24/7 Medical & Security combined Response

Direct Access to Experts

50-years Experience

Worldwide Coverage

Crisis Management Capabilities

Reporting

7/10/2013 59

Thank You!

Date post:	16-May-2015
Category:	Education
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FORUM 2013 Travel risks, health and safety

Education