[BCM] [TVL] [C11] Business Impact Analysis

Sustaining Digital Travel: Business Continuity Management for Traveloka

Chapter 11

Implementing Business Impact Analysis Phase

The Business Impact Analysis (BIA) is a critical phase in Traveloka’s Business Continuity Management (BCM) Planning Methodology.

This phase identifies and evaluates the impact of potential disruptions on Traveloka’s key business functions, ensuring the resilience of its digital travel platform.

Given the company's reliance on real-time booking systems, customer support, and digital transactions, a structured BIA process prioritises recovery efforts and minimises financial and reputational risks.

Objectives of Business Impact Analysis

The BIA phase aims to:

• Identify Traveloka’s critical business functions and support IT systems.
• Assess disruptions' potential financial, operational, reputational, and regulatory impact.
• Establish Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) for each critical process.
• Prioritise resources and dependencies for business continuity planning.

Key Business Functions at Traveloka

Core Business Operations

• Flight and Hotel Booking System – Ensures real-time inventory availability and seamless customer transactions.
• Payment Gateway & Transaction Processing – Supports multiple payment options across global markets.
• Customer Support & Chatbot Services – Handle customer inquiries, refunds, and crisis communications.
• Mobile & Web Applications – Provide uninterrupted access to booking, itinerary management, and loyalty programs.
• Data Analytics & AI-Powered Recommendations – Enhances personalised user experiences and targeted marketing campaigns.

Supporting Business Functions

• Cybersecurity & Fraud Detection – Protects user data and ensures compliance with financial regulations.
• Marketing & Affiliate Partnerships – Drives user engagement and revenue growth.
• Supplier & Vendor Management – Ensures continuous collaboration with airlines, hotels, and local service providers.
• IT Infrastructure & Cloud Services – Supports platform availability and disaster recovery mechanisms.

Impact Assessment Metrics

The following impact categories are considered for each function:

Recovery Objectives

Each critical business function must have defined Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs):

Dependency Mapping

To ensure seamless recovery, Traveloka must assess interdependencies between critical functions. Examples include:

• Payment Gateway ↔ Fraud Detection System – Ensures secure transactions.
• Booking System ↔ Cloud Infrastructure – Enables high availability and disaster recovery.
• Customer Support ↔ CRM Database – Provides real-time assistance and historical transaction data.

Risk Scenarios and Impact Analysis

Scenario 1: Cloud Outage Affecting Booking System

• Impact: Inability to process new bookings and modifications.
• Mitigation Strategy: Deploy multi-cloud infrastructure and automated failover mechanisms.

Scenario 2: Cyberattack Targeting Payment Processing

• Impact: Financial loss due to fraudulent transactions and customer distrust.
• Mitigation Strategy: Implement AI-driven fraud detection and multi-factor authentication.

Scenario 3: Natural Disaster Impacting Regional Data Center

• Impact: Service downtime in affected regions.
• Mitigation Strategy: Enable geo-redundant backup and disaster recovery sites.

Summing Up …

A well-executed Business Impact Analysis is essential for Traveloka to maintain its competitive edge and customer trust.

By identifying critical functions, dependencies, and impact scenarios, Traveloka can build a resilient framework that minimizes disruptions and ensures a' seamless travel booking experience for users.

This BIA phase is the foundation for subsequent business continuity and disaster recovery planning efforts.