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Business Continuity & Resilience

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Our Commitment to Continuity

We are committed to maintaining the continuity and resilience of our services, ensuring that we can continue to support our clients even in the face of unexpected disruption. Our Business Continuity Management (BCM) framework is designed to minimise service interruption, protect our people, and ensure a structured recovery of operations.

Our approach is aligned with industry best practices and is informed by a formal Business Impact Analysis (BIA), which identifies critical activities and defines recovery priorities.

Identifying Critical Services

Through our Business Impact Analysis, we identify and prioritise the activities that are essential to delivering our services. These include:

  • Client service delivery and communications
  • Programme and project management
  • Service desk and technical support
  • Financial and operational processes
  • Internal systems and IT services
  • People and safety management

Each of these areas is assigned defined recovery objectives, enabling us to restore operations in a controlled and timely manner following an incident.

Defined Recovery Objectives

We establish clear recovery targets for critical services, including:

  • Recovery Time Objectives (RTO): The maximum acceptable time to restore services
  • Maximum Tolerable Periods of Disruption (MTPD): The maximum time an activity can be unavailable without unacceptable impact

These objectives guide our response and ensure that resources are prioritised effectively during disruption.

Incident Response Framework

We operate a structured incident response framework designed to ensure:

  • Rapid assessment of incidents
  • Clear decision-making and escalation pathways
  • Coordinated response across all business areas
  • Effective internal and external communication

An Incident Response Team (IRT) is responsible for managing disruptions and coordinating recovery activities across the organisation.

Communication During Disruption

Effective communication is central to our continuity strategy. During an incident, we prioritise communication with:

  • Clients and partners who may be impacted
  • Internal teams responsible for service delivery
  • Relevant stakeholders and third parties

We aim to provide timely updates and clear information regarding service status, expected impacts, and recovery progress.

Technology & Infrastructure Resilience

We maintain resilient technology systems to support continuity, including:

  • Cloud-based collaboration and communication platforms
  • Monitoring of system availability and performance
  • Backup and recovery processes to protect critical data
  • Alternative communication methods where required

These measures help ensure continued access to key systems and minimise downtime.

People & Safety First

The safety and wellbeing of our people is always our top priority. Our continuity approach ensures that:

  • Staff operate in safe environments
  • Appropriate action is taken in emergencies
  • Support is provided to employees during disruption

Operational recovery activities are always secondary to ensuring the safety of individuals.

Recovery & Return to Normal Operations

Following an incident, we follow structured recovery procedures to:

  • Restore services to normal operating levels
  • Clear any backlog caused by disruption
  • Re-align delivery schedules and commitments
  • Support employees and stakeholders post-incident

A formal stand-down process is implemented once normal operations are fully restored.

Testing & Continuous Improvement

We regularly test our Business Continuity Plan against realistic disruption scenarios, such as:

  • Technology outages
  • Transport disruption
  • Loss of key systems
  • Facility-based incidents

These exercises ensure our teams are prepared and that our plans remain effective and up to date.

Ongoing Commitment

Business continuity is an ongoing process. We continuously review, test, and improve our capabilities to ensure we remain resilient in an evolving risk landscape.

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