[BCM] [TVL] [C16] Program Management

Sustaining Digital Travel: Business Continuity Management for Traveloka

Chapter 16

Program Management Phase for Traveloka

The Program Management phase is critical in the Business Continuity Management (BCM) planning methodology.

For a company like Traveloka, which operates in the fast-paced and customer-centric travel and hospitality industry, ensuring business continuity is vital for maintaining operations and safeguarding its reputation and customer trust.

In this phase, the foundation for a comprehensive BCM program is laid, creating a structured approach that ensures resilience across all facets of the organisation.

Defining the BCM Program Vision and Strategy

The first step in the Program Management phase is to define a clear vision and strategy for the BCM program.

At Traveloka, this vision should align with the company’s business objectives and core values, ensuring that business continuity strategies complement the organisation's broader goals.

The program strategy must consider Traveloka's global presence, its reliance on digital platforms, and the potential risks posed by cyber threats, natural disasters, and technological failures.

The BCM vision and strategy should include:

• Objectives and Goals: Establish specific and measurable goals the BCM program seeks to achieve, such as reducing downtime during disruptions, maintaining critical customer-facing services, and ensuring swift recovery in a crisis.
• Scope and Coverage: Define the scope of the BCM program by identifying the key business processes, departments, and stakeholders that need to be involved in continuity planning. For Traveloka, this might encompass its website, mobile application, customer service operations, and partner networks.

Stakeholder Engagement and Governance Structure

For the BCM program to be effective, strong stakeholder engagement and a clear governance structure are essential.

At Traveloka, the Program Management phase should include identifying key stakeholders from across the business, including senior leadership, department heads, IT and security teams, and crisis management teams. Their buy-in and active involvement are crucial for the success of the BCM program.

The governance structure should define roles and responsibilities at various organisational levels, ensuring clear lines of authority and accountability.

Establishing communication protocols that keep stakeholders informed about the progress of BCM efforts and enable swift decision-making during a crisis is also essential.

Risk Assessment and Business Impact Analysis 

The risk assessment or RAR phase and the business impact analysis (BIA) phase are fundamental components of any BCM program.

In this phase, Traveloka should identify and assess potential threats to its operations—whether from cyber-attacks, system failures, supply chain disruptions, or geopolitical factors—and analyse how these risks could impact critical business processes.

The BIA will help prioritise which business functions are essential to service continuity, ensuring that resources are allocated to first protect the most critical operations.

For Traveloka, this includes services like flight and hotel bookings, payment systems, customer support, and partner communication.

Developing the BCM Plan Framework

Once the risks and impacts are understood, a comprehensive BCM plan framework should be developed. This framework should outline the processes, procedures, and resources needed to ensure critical business operations can continue during a disruption.

For Traveloka, this includes:

• Crisis Management Procedures: Detailed steps for managing crises, including roles and responsibilities, communication channels, and escalation procedures.  This is conducted as a separate project.
• Recovery Plans: Clear recovery strategies for IT infrastructure, customer-facing platforms, and operational processes, ensuring that Traveloka can resume normal operations quickly after a disruption.  This is part of the IT Disaster Recovery project.
• Testing and Drills: The BCM plan is regularly tested through simulations, tabletop exercises, and full-scale drills to ensure that the team is prepared for any situation.

Resource Allocation and Budgeting

An effective BCM program requires sufficient resources and funding. During the Program Management phase, Traveloka needs to allocate the necessary budget to develop, implement, and maintain the BCM program.

This includes funding for training, technology investments (e.g., backup systems), and the appointment of dedicated BCM personnel.

Additionally, resources should be earmarked for continuous improvement initiatives, including reviewing and updating the BCM program to adapt to new risks, business changes, and technological advancements.

Communication and Awareness

Communication is key during the Program Management phase. A BCM communication plan that ensures all employees, stakeholders, and partners are aware of the BCM program and their roles in it is essential.

At Traveloka, this includes creating awareness campaigns and training staff at all levels of the organization.

Regular internal communications will reinforce the importance of BCM and ensure that employees are prepared for a potential crisis.

This communication must also extend to external stakeholders, such as customers and partners, to ensure they understand Traveloka's resilience measures and can rely on the company during disruptions.

Performance Monitoring and Reporting

The final step in the Program Management phase is establishing a robust system for monitoring performance and reporting progress.

This involves tracking key performance indicators (KPIs) and metrics that measure the effectiveness of the BCM program. For Traveloka, this could include response times during disruptions, recovery times, and employee readiness.

Regular reporting to senior management and stakeholders will ensure that the BCM program remains aligned with the company’s goals and that any gaps or weaknesses are identified and addressed.

Summing Up …

The Program Management phase is the backbone of the BCM Planning Methodology at Traveloka.

By defining a clear strategy, engaging stakeholders, conducting risk assessments, developing a comprehensive BCM plan, and ensuring that resources and training are in place, Traveloka can enhance its resilience and ensure its operations continue smoothly, even during unexpected events.

Through strong program management, Traveloka will be better equipped to face disruptions, protect its customers, and maintain its reputation as a trusted travel and hospitality industry leader.