[BCM] [BT] [E3] [PD] [CBF] [2] Infrastructure Operations

Implementing Business Continuity Management for Bandtree: A Practical Guide

Business Continuity Recovery Procedure

CBF-2: Infrastructure Operations 

Introduction

Infrastructure Operations is one of the most critical business functions (CBFs) at Bandtree, as it directly supports the physical, operational, and environmental stability of all managed facilities.

This function encompasses a wide range of sub-activities, including facility maintenance, building security, utilities management, emergency response, vendor coordination, compliance adherence, and sustainability oversight.

Given Bandtree’s role as a corporate property management entity serving vital national infrastructure, the uninterrupted availability and functionality of infrastructure services are essential to ensure business continuity and stakeholder confidence.

Disruptions in this function may lead to compromised safety, loss of operational capability, regulatory non-compliance, or financial and reputational damage.

Purpose of Chapter

This chapter outlines the Business Continuity Recovery Procedures specific to CBF-2 Infrastructure Operations, providing a structured framework that details readiness measures, resumption activities within the first 24 hours of an incident, and long-term recovery strategies.

It aims to ensure that Bandtree’s infrastructure operations can effectively withstand, respond to, and recover from any disruptive event while maintaining service quality and compliance with national standards.

Business Continuity Recovery Procedure

Critical Business Function: CBF-2 – Infrastructure Operations

WHAT – Function Overview

CBF-2 Infrastructure Operations is a critical component of Bandtree Sdn Bhd’s ability to manage, maintain, and protect its physical assets and properties.

This function ensures the continuous operation of corporate buildings and infrastructure by managing engineering services, utilities, safety systems, and strategic facility upgrades.

It also supports compliance with regulatory standards, sustainability goals, and the coordination of external contractors and vendors. Any disruption to this function can significantly impact operational continuity, tenant safety, and service-level obligations.

Pre-Crisis – Readiness Measures (Before Disruption)

To ensure the resilience of infrastructure operations, Bandtree must undertake proactive planning, risk mitigation, and preparedness initiatives in advance of any crisis.

This phase lays the groundwork for a swift and effective response, reducing downtime and safeguarding business-critical assets.

HOW: Preparedness and Mitigation Activities

1. Business Impact Analysis (BIA) & Risk Assessment

• Conduct a thorough BIA to identify the criticality, dependencies, and impact of each sub-CBF within Infrastructure Operations.
  • Evaluate the maximum allowable downtime (MAD) for each sub-function (e.g., Building Security vs. Utilities Management).
• Perform physical risk assessments across all managed properties:
  • Identify potential risks, such as fire hazards, flooding, power outages, or security breaches.
  • Rank risks based on likelihood and potential impact.
• Develop and maintain risk treatment plans to address the top-priority threats, including mitigation measures and assigned action owners.

2. Preventive Maintenance & Engineering Readiness

• Establish a structured preventive maintenance schedule for all core infrastructure systems:
  • HVAC systems, backup power (including generators and UPS), lifts, fire safety equipment, plumbing, and other essential systems.
• Maintain real-time asset condition records through a Computerised Maintenance Management System (CMMS).
• Conduct quarterly engineering readiness audits to assess equipment operability, emergency lighting, and backup systems.
• Ensure critical spare parts inventory is well-stocked and inventoried.

3. Vendor and Contractor Agreements

• Identify critical vendors for essential services (e.g., electrical contractors, plumbing services, fire safety specialists).
• Formalise agreements with:
  • Defined escalation paths.
  • Response time commitments.
  • Emergency mobilisation clauses.
• Maintain an updated directory of vendor contact details, contract terms, and scope of support.
• Conduct annual performance reviews and participate in emergency drills with key vendors.

4. Resource Prepositioning

• Designate and equip Emergency Supply Rooms at each major facility, stocked with:
  • First-aid kits, flashlights, batteries, emergency lighting, fire extinguishers, signage, PPE, and basic tools.
• Position mobile generators or power banks at high-priority sites.
• Label and secure key operational documents and blueprints in waterproof and fire-resistant storage (both physical and digital).
• Maintain up-to-date floor and site plans readily accessible to security and maintenance teams.

5. Staff Training & Drills

• Develop role-specific training modules for each operational team, including:
  • Emergency shutdown procedures.
  • Equipment isolation protocols.
  • Communication and reporting lines during disruptions.
• Conduct annual multi-scenario BCM drills simulating:
  • Power outage
  • Fire or gas leaks
  • Equipment failure
  • Security intrusion
• Evaluate and document drill performance, followed by action plans for improvement.

6. Emergency Response Plan (ERP) Integration

• Integrate BCM protocols with the organisation’s Emergency Response and Incident Management Plans (Sub-CBF 2.4).
• Assign clear roles and responsibilities to emergency coordinators across shifts.
• Display emergency contact information and evacuation maps prominently within facilities.

7. Documentation and Data Backup

• Digitise and store the following in a secure, off-site/cloud location:
  • Maintenance records
  • Building layout plans
  • Critical vendor contracts
  • Incident logs and historical risk data
• Ensure operational teams are trained on document access and retrieval procedures during disruptions.

8. Communication and Escalation Protocols

• Establish a facility-specific communication tree to ensure timely and effective alerts during the early stages of disruption.
• Equip key personnel with access to secure communication channels (e.g., radios, satellite phones, internal messaging apps).
• Develop pre-approved templates for internal and external messaging (to tenants, contractors, regulators).

9. Regulatory and Compliance Assurance

• Review and ensure compliance with all national laws and standards related to:
  • Fire safety and prevention
  • Occupational health and safety
  • Environmental management and sustainability
• Maintain valid permits, inspection reports, and certifications (e.g., fire certificates, lift inspection records).

10. Continuous Improvement

• Schedule quarterly reviews of the readiness plan, incorporating:
  • Changes in infrastructure
  • New regulatory requirements
  • Lessons learned from recent incidents or near-misses
• Encourage a feedback mechanism from ground staff and middle management to improve the practical aspects of readiness measures.

By implementing these proactive measures, Bandtree ensures that its CBF-2 Infrastructure Operations remains operationally ready to withstand and respond effectively to any crisis scenario.

This comprehensive pre-crisis framework serves as the foundation for resumption and recovery efforts following any disruptive event.

Within T+24 Hours (RESUMPTION) – Immediate Response Post-Disruption

The first 24 hours following a disruption are critical to stabilising infrastructure operations, restoring essential services, and ensuring the safety of personnel, tenants, and assets. This phase focuses on rapid situation assessment, resumption of minimal operations, and establishing control over the affected environment to prevent further escalation.

HOW: Critical Actions to Resume Minimal Operations

1. Situation Assessment and Site Inspection

• Activate the Emergency Response Team (ERT) to perform an initial assessment of affected properties or facilities.
• Determine the extent of damage to:
  • Building structures (walls, ceilings, lifts)
  • Utility systems (power, water, HVAC)
  • Security and surveillance infrastructure
• Prioritise inspections for critical areas such as:
  • Control rooms
  • Power distribution boards
  • Main security access points
• Document findings with photographs, video evidence, and incident logs.
• Establish an incident command centre (temporary or mobile) to coordinate onsite efforts.

2. Utilities Stabilisation and Critical System Restoration

• Power Supply:
  • Assess the status of the main power supply.
  • Activate and monitor backup generators or UPS systems to ensure power to:
    • Security systems
    • Emergency lighting
    • Communication lines
• Water Supply and HVAC:
  • Inspect for burst pipes, leaks, or contaminated water lines.
  • Ensure a temporary water supply for toilets and fire suppression systems.
  • Restore or ventilate air circulation using portable equipment if central HVAC is down.

3. Facility Safety and Environmental Controls

• Conduct safety sweeps to identify and isolate hazards:
  • Structural damage
  • Gas leaks or chemical spills
  • Fallen debris or broken glass
• Establish safety perimeters and hazard signage in affected zones.
• Ensure fire protection systems (sprinklers, extinguishers, alarms) are functioning or replaced with portable alternatives if impaired.

4. Building Security and Surveillance

• Deploy additional physical security personnel at high-risk or damaged access points.
• If CCTV systems are down:
  • Initiate manual patrols on an hourly basis.
  • Use body-worn cameras or handheld radios for situational updates.
• Reinforce access control by:
  • Locking down non-critical entrances
  • Issuing temporary ID passes for essential personnel

5. Emergency Repairs and Temporary Fixes

• Contact pre-approved contractors/vendors for urgent works (e.g., electrical wiring, structural bracing, debris clearing).
• Issue emergency work orders to expedite priority repairs.
• Use available temporary solutions such as:
  • Portable air-conditioning units
  • Battery-operated lighting
  • Mobile toilets and sanitation stations
• Ensure all repair work is logged and monitored for quality and safety compliance.

6. Communication and Coordination

• Internal Communications:
  • Use pre-established emergency channels (WhatsApp groups, SMS alerts, satellite phones) to update staff.
  • Conduct status briefings at regular intervals (e.g., every 3 hours).
• External Communications:
  • Notify building tenants, contractors, and stakeholders of:
    • Nature and extent of disruption
    • Operational status
    • Contact points for queries or support
• Update Darussalam Assets Sdn Bhd and regulatory authorities, if necessary, with preliminary incident briefs.

7. Essential Service Prioritisation

• Resume core sub-CBF functions in the following priority order:
  • 2.4 Emergency Response and Incident Management
    • ERT must be operational and properly equipped.
  • 2.2 Building Security and Surveillance
    • Establish perimeter control and safety enforcement.
  • 2.3 Utilities Management
    • Restore electricity, water, and HVAC to critical zones.
  • 2.1 Facility Maintenance and Engineering Services
    • Conduct temporary repairs to enable safe access and minimal functionality.
• Defer non-essential activities (e.g., upgrades, space planning, sustainability checks) to the recovery phase.

8. Resource Management and Allocation

• Mobilise internal and external resources, including:
  • Maintenance staff, electricians, plumbers,and  safety officers
  • Backup fuel for generators
  • Consumables (tools, PPE, batteries)
• Log all resources used and monitor for replenishment needs.

9. Record Keeping and Documentation

• Maintain a detailed incident response log that includes:
  • Time-stamped actions
  • Staff assignments
  • Vendor activities
  • Incident observations
• Begin compiling cost estimates for repairs and resource use for insurance or internal reporting.

10. Handover to Recovery Team

• Once initial stabilisation is achieved, hand over documented status updates to the Recovery Team.
• Confirm transition readiness through a joint meeting with key personnel from infrastructure, engineering, and BCM.

By focusing on rapid damage containment, essential utility restoration, safety assurance, and secure communication, this Within T+24 Hours (Resumption) protocol allows Bandtree to maintain operational control and service continuity during the critical early hours following a crisis. This phase acts as the bridge between the initial response and full recovery.

After T+24 Hours (RECOVERY) – Full Restoration and Improvement

The recovery phase begins once immediate threats have been contained and minimal operations have resumed. After T+24 hours, the focus shifts to complete restoration of services, damage remediation, and long-term improvement.

This phase aims to return infrastructure operations to pre-disruption performance levels or better, while addressing all compliance, stakeholder, and sustainability requirements.

HOW: Steps Toward Normalisation and Resilience Enhancement

1. Comprehensive Damage Remediation and Repairs

• Structural and Systems Inspection:
  • Engage licensed engineers, contractors, and certified safety assessors to inspect:
    • Structural components (walls, roofing, columns)
    • Mechanical systems (lifts, HVAC, boilers)
    • Electrical and plumbing infrastructure
  • Verify safety before allowing full access or occupancy.
• Restoration of Damaged Facilities:
  • Execute repair works according to priority zones (public/common areas first, tenant zones next).
  • Replace damaged infrastructure with upgraded or more resilient systems where applicable.
  • Ensure work is carried out to the required industry and regulatory standards.
• Cleaning and Restoration Services:
  • Engage professional cleaning contractors to address water damage, debris, and contamination.
  • Conduct air quality checks and deep sanitation where necessary.

2. Restoration of Full Operational Capabilities

• Utilities and Environmental Controls:
  • Transition from temporary utility solutions (e.g., generators) to normal grid connections.
  • Ensure full operational status of:
    • Central HVAC systems
    • Water tanks and pumps
    • Emergency lighting and fire systems
• Security Systems Recovery:
  • Restore and test all digital security controls, including:
    • Access control systems
    • CCTV monitoring
    • Intrusion detection alarms
  • Reintegrate manual controls into automated platforms.
• Technology and Systems Synchronisation:
  • Restore data from backups for systems such as CMMS, energy monitoring platforms, and security logs.
  • Validate the integrity of digital infrastructure supporting infrastructure operations.

3. Resumption of All Sub-CBF Activities

The following functions, deferred during the resumption phase, must now be fully reinstated:

• 2.5 Vendor and Contractor Coordination
  • Reschedule scheduled works and preventive maintenance with contracted service providers.
  • Conduct post-incident briefings with key vendors to assess the effectiveness of their responses.
• 2.6 Asset Condition Monitoring & Lifecycle Management
  • Reassess affected equipment and update condition ratings.
  • Adjust replacement schedules where assets have degraded or failed prematurely.
  • Log restoration activities into asset management systems.
• 2.7 Renovation and Upgrading Projects
  • Resume paused upgrade works and renovation timelines.
  • Reassess project scope based on post-incident learnings or new compliance needs.
• 2.8 Space Management and Occupancy Planning
  • Verify space utilisation post-recovery and ensure safe reallocation of personnel or tenants.
  • Review occupancy plans to align with any structural or layout changes made during repairs.
• 2.9 Compliance and Regulatory Management
  • Submit post-incident reports to relevant regulatory bodies.
  • Ensure all rectified works are inspected and re-certified where required (e.g., fire certifications, lift operation licenses).
  • Maintain records of remediation for audit and legal purposes.
• 2.10 Sustainability and Environmental Management
  • Assess the environmental impact of the incident (e.g., generator emissions, waste generation).
  • Resume sustainability initiatives such as energy efficiency monitoring, recycling programs, and green building targets.
  • Implement corrective actions for any breaches of environmental guidelines during the disruption.

4. Stakeholder and Tenant Communication

• Information Transparency:
  • Provide tenants and stakeholders with a clear report covering:
    • The cause and scope of the disruption
    • Actions taken to resume and recover services
    • Steps to prevent recurrence
• Reassurance and Support:
  • Address tenant concerns through site visits, Q&A briefings, and feedback mechanisms.
  • Offer transitional support services (e.g., rent deferments or maintenance allowances) where applicable.

5. Post-Incident Compliance and Internal Reporting

• Prepare a comprehensive Post-Incident Recovery Report, including:
  • Timeline of events
  • Damage assessment reports
  • Cost analysis (repairs, temporary operations, manpower)
  • Gaps and delays encountered
  • Performance of third-party contractors and vendors
• Submit reports to:
  • Internal BCM & Executive Management
  • Darussalam Assets Sdn Bhd
  • Relevant government authorities (as required by compliance frameworks)

6. After-Action Review (AAR) and BCM Improvement

• Debriefing Sessions:
  • Hold formal AAR sessions with key personnel across engineering, facilities, security, and vendor management.
• Root Cause and Gap Analysis:
  • Identify root causes of any extended downtime or failures in recovery.
  • Map response bottlenecks and recommend mitigations.
• Policy and SOP Revisions:
  • Update:
    • Emergency response procedures
    • Vendor escalation protocols
    • Maintenance and inspection schedules
  • Integrate new lessons into BCM documentation and training programs.

7. Staff Recognition and Retraining

• Acknowledge and reward high-performing team members involved in the response.
• Conduct refresher training or new modules based on identified skill or knowledge gaps during the incident.

8. Insurance and Financial Recovery

• Coordinate with the finance and legal departments to:
  • Finalise insurance claims and damage reimbursements
  • Recover expenses where vendor liabilities apply
  • Track recovery fund usage and capital expenditure impact

9. Resilience Enhancement Initiatives

• Initiate infrastructure resilience upgrades where vulnerabilities were exposed:
  • Flood-proofing
  • Redundant power lines
  • Fire containment improvements
• Conduct simulations incorporating new threats or incident profiles uncovered during the event.

Summing Up ... 

The resilience of Bandtree’s infrastructure operations is foundational to the organisation’s ability to safeguard property assets, support business services, and protect the well-being of tenants and staff.

Through structured pre-crisis planning, immediate response protocols, and thorough recovery strategies, the business continuity approach for CBF-2 enables rapid stabilisation, operational restoration, and long-term improvement of essential services.

By rigorously implementing the procedures outlined in this chapter, Bandtree reinforces its commitment to operational excellence, risk preparedness, and sustainable infrastructure management.

Ultimately, the recovery plan for CBF-2 Infrastructure Operations is not only a safeguard against disruption—it is a strategic asset that upholds service reliability, regulatory integrity, and stakeholder trust during times of crisis.

 

Implementing Business Continuity Management for Bandtree: A Practical Guide
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