Download - Visa Olympic Experience Steve Vanhinsbergh March 2012 Presentation Title / 18 August, 2015 1
Visa Olympic Experience
Steve Vanhinsbergh
March 2012
Presentation Title / 19 April 2023 1
Visa Olympic Experience
History
Global payment services organisation
Owns Visa Brand and Global Processing Systems
• Has been a “TOP” Olympic Sponsor since Seoul 1988.
• World Wide Sponsor of Paralympic Games since 2002
• Contracted with IOC until 2020 (18 games)
Presentation Title / Olympic Experience 2
Visa Olympic Experience
Visa at Games time
• Visa Only Card Accepted on Olympic venues
– Including new payment methods i.e. cashless .
• Payment Services on Olympic venues
– POS Acceptance
– ATM Network
– Customer Service Network;
24/7 service to support Visa cardholders
• Hospitality Program
– VIP and Consumer
Approach
• Advance Trips to Venues
• Work with Local Organizing Committee
• Talk to Other Sponsors
• Use Local / Global Risk Consulting Companies
• Liaise with Government agencies (i.e.OSAC)
• Surf Open Source information
• Complete Venue Risk Assessment
Challenges
Incident Escalation
Communications
Decision Making
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Third Party Vendors
London 2012 Structure
VE ExecutiveVE Executive
Operations and Logistics
Operations and Logistics
Legal/Ambush Marketing
Legal/Ambush Marketing
MarketingMarketing
LOCOG/IOC Relations
LOCOG/IOC Relations
Client/VI ExecutiveClient/VI Executive
Media OfficeMedia Office
VE Business IntelVE Business Intel
Planning and Intelligence
Planning and Intelligence Guest ExperienceGuest Experience Communications and
External Parties
Communications and External Parties
Team Visa AthletesTeam Visa Athletes
Client/VE ExecutiveClient/VE Executive
27 February 2012/v18
Consumer VEConsumer VE
Global SecurityGlobal Security
Team 2012Team 2012
Consumer VIConsumer VIVE Merchant PrgmsVE Merchant Prgms
VI Crisis MgmtVI Crisis Mgmt
Incident CommanderIncident CommanderVI ExecutiveVI Executive
VE Crisis MgmtVE Crisis Mgmt
Visa Europe CommsVisa Europe CommsPOS/NetworkPOS/Network
Logistics and StaffLogistics and Staff
Info Booths/GCASInfo Booths/GCAS
PrepaidPrepaid
Visa/Samsung Visa/Samsung
ATMATM
DRAFT
Incident Levels
A localized problem preventing a terminal being able to accept transactions, restrict support staff being able to adhere to SLAs
A life safety/facility incident that is limited in scope. Security and Safety is responsible for incident.
Examples would include a minor medical emergency, or a false fire alarm.
Managed through the Daily Task Force Meeting.
A.Where a trend or pattern of faults emerges (e.g. a number of terminals at one venue are unable to accept cards.Examples : Multiple terminals have had similar problems in processing card transactions
B.Potential issues will be investigated and if they are a common fault across multiple sites will be raised to issue status.Examples : One concession is experiencing problems accepting card payments
A life safety/facility incident that is moderate in scope. Crisis Management is responsible for the incident.
Examples would include a major medical emergency with staff or guest; any incident that would potentially close or close the office for a short period of time.
The Olympics IMT would conduct assessment on activation for Olympics related medical issues
VE IRT/CMT would assess and activate teams to manage office closure and business continuity activities
A.All terminals at a single venue are unable to process card transactions.
B.First Data host is unable to authorize card payments.
A life safety/facility incident that is SEVERE in scope.
Examples would include an incident that would close the office for an extended period of time, TBD
The Olympics IMT, VE IRT/CMT and VI CIMT would be activated.
All terminals at multiple venues are unable to process card transactions.
A life safety/facility incident that is CATASTROPHIC in nature.
The Olympics IMT, VE IRT and VI CIMT would be activated; the VE CMT and VI GCMT would be engaged for large business decisions.
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Business Related Alert Conditions/Triggers Life Safety/Facility Alert Conditions/Triggers
“High Stakes” Issues – Examples
•Life safety/medical issues
• Issues that could jeopardize the operational success of the event
• Issues with high media visibility or reputational impacts
• Issues with significant financial impact
• Issues impacting Visa’s relationship with the guests, partners and stakeholders
• Issues impacting multi-venues and/or multi-functions
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Games Readiness Exercises
Date Event Exercise Objectives
27 February7 March
Olympics IMT and VE CMT Training/Walkthrough
Roles and Responsibilities, authority, decision-making, and escalation protocols; walkthrough
TBDCritical Partner Training
Meet with all identified key vendors and conduct Visa specific incident management training
30 April
Olympics IMT and VE CMT Tabletop Exercise
Prior to test events – practice response to specific scenarios, escalation and communications
9 May)Test Event Debrief
Conduct a debrief from April 30 exercise and any key learning's from the test events
18 JulyOn-ground simulation exercise
Exercise decision-making and issue escalation/notifications and some partner communication flows
23-24 JulyCommunication Tools testing
Exercise the automated notification tools, manual call trees and satellite phones
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Thank you