Capita supports clients in al four phases of crisis readiness: Prevent – Prepare – Control – Learn.
Prevention is better than cure. We put a lot of effort in predicting and mitigating potential crisis. Over the years Capita has developed multiple proprietary tools to unearth the vulnerabilities of an organisation and define levels of severity of potential risks. We map and mitigate these risks through enhancing the strategy, organising operational excellence and empowering teams.
To be best prepared we develop scenarios and templates, map crucial stakeholder networks and conduct training and simulations. We guarantee every organisation has the means required to run a crisis, works with solid decision making processes for crisis management as well as the necessary communication skills to represent the organisation in distress.
Once in crisis, we focus on shifting negative press and social media attention. Thus we diminish the pressure to resolve situations and get back to standing operation as soon as possible. Optimising control is done through a multidisciplinary approach, a mature incident response process and a clearly defined crisis team. We can lead the communication track or the crisis team by following a set of rules, implementing the right steps in the right order to accept, assessing and acknowledging the situation at hand. Then we solve and adapt changes.
Within 5 business days after the crisis ends we do a post-mortem learning review to assess what happened, why it happened and how we will make sure it won’t happen again. Following a template we analyse what went well, what could have been better and what was lacking. We do not make this personal.