Customer communication: Exponential-e’s planning for the Coronavirus (CovID:19) situation

Customer communication: Exponential-e’s planning for the Coronavirus (CovID:19) situation

In light of the unprecedented situation we find ourselves in, we wanted to provide our customers with an update on Exponential-e's current position and how we are using our well-established business continuity management systems to protect our staff whilst continuing to run our operations. Our ongoing priority is to minimise any risk to our customer's services whilst we all navigate these challenging times together.

We would like to reassure you that we have adequate preparation for business continuity. Exponential-e operates to the ISO22301 – Business Continuity Management System (BCMS) standard. This means all our critical business functions have existing and proven business continuity plans which are reviewed, exercised and/or tested regularly.

In line with this standard, we have taken the following steps:

• Implemented flexible working arrangements for any high-risk employees, or employees who are unable to travel due to other reasons relating to the coronavirus (CovID:19)
• Conducted a full business impact analysis (BIA), considering shift patterns, physical segregation and cover arrangements across all of our core 24*7 service operations to maintain the appropriate resource levels
• Implemented ongoing monitoring of our workforce and skills capability to ensure all our personnel are multi-skilled and have monitoring in place to address any weakness or gaps
• Completed capacity planning and forecasting of the current and future levels of resource utilisation, taking into consideration the enactment of multiple Business Continuity scenarios
• Introduced enhanced presence of our on-site cleaning personnel throughout the day and evening to ensure the cleanliness of our facilities is maintained
• Initiated a change freeze across our core platforms to allow our key resources to focus on service availability and reacting to changes our customers may require
• Limited any non-essential travel to customer or vendor sites, making the best use of remote technology to ensure we maintain our quality of service and open engagement throughout this period of uncertainty

As you will be aware, there was a further significant development yesterday, when the UK Government instructed that, where possible, staff work from home and limit travel to offices. With this in mind, we have since initiated remote working at a larger scale in a controlled manner.

We know that during this period of uncertainty and rapid change, your business requirements are subject to change. We are committed to supporting our customers through these challenging times so if you need support, advice or have a change in capacity requirements regarding any of the services we provide please contact your account manager. Alternatively, you can call us on 0845 470 4001.

We hope that this statement answers the main concerns that you may have during this period of uncertainty. If you have additional queries or would like clarification, please do not hesitate to contact us. Please be reassured that we will continue to monitor future developments and adjust our business accordingly. 

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