BUSINESS CONTINUITY PLAN - COLMEDICA

CURRENT CAPACITIES

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 TOTAL SURVEY RESPONDENTS INCREDYBLES STAFF
Concepto Legal de cara a Compensar
214 181 (85%) 33 (15%)
Internet Specifications Internet Provider

2%3%
28 186
Claro
37% Tigo-
UNE
Avantel
Others
58%

Internet Specifications Yes

No

Tests Computer RAM Home Office – Personal Computer

2 IncredYbles
50
136
Universal Skill

Desktop Laptop
 Survey Results

86% of the personnel, which

corresponds to 159
IncredYbles have access to
internet and computer at home

Tests

2 IncredYbles

Out of 159 Incredybles surveyed, 2 have

access to 5GB internet or less, which
wouldn’t allow direct phone calls since
home internet speed is asymmetrical,
therefore, they would have 5GB to
download and approximately 2GB only to
upload, this would generate intermittence
186 of the 214 IncreYbles
in voice channels.
have a desktop or laptop in
their homes
 POSSIBLE SOLUTIONS

Copyrights© 2018 OneLink

Option A:
GOVERNMENT STATEMENT ABOUT HEALTH BPO / CALL CENTER
AS A PRIORITY SERVICE AND NON APPLICABLE FOR
QUARANTINE:

Through the Call Center Association a request was sent to declare all Call Center
support services for health care as number 1 priority, and allow the continuity of
these same as medical care, transportation and firefighters since all these provide
vital support (same model as the 123 support line for local government), we are
currently waiting a response in regards to this, a positive response would be the
best case scenario and the service would be provided as described below:

1. Maintain standard service in north site.

2. After the internet link is installed and coordinated with
Colmedica the service would be split in two sites, North and
Calima, to guarantee available personnel if a contingey occurs.
3. The risk in this scenario is not covering the total incoming calls,
still is the option that provides best coverage, we are including
the simulations for futher reference.
4. On the top table we include analyze several scenarios covering
80%, 70%, 60% and 50% of the incoming volumen in all
schedules and the personnel required for each.
Option B:

a. CLOSING SITES AND IMPLEMENT HOME OFFICE

i. This Will allow us to connect only 108 incredybles,and only 29 with the
optimum internet conditions. Pictures.
Screenshots.
ii. We would need to study the possibility of having our incredyble team
Downloads.
request an internet upgrade with their providers. Financial data access and extraction.
iii. These are the high impact risks detected Users location details and basic information.
iv. Implementation would take a mínimum of three days, aligning IT, Legal Access to medical records details.
and HR departments both ends to mitigate the risks and speed up the Data modification in the applications.
implementation. Video recording.
v. We would need to work on a VPN connection or through a cloud server to Voice recording.
the I-Concert ACD. Sharing stored data with third parties or exposing
vi. Quoting processe completed with different mobile internet providers for information in real time.
Wireless modem connection, however, we were confirmed that there is no
availability at the momento.
vii.A follow up meeting between Colmedica and Onelink is suggested to detail
the best model for the VPN and IP for this contingency.
Thank you!