[OR] [PM] [P3] [T] [E] Stakeholder Communication Matrix

Sustain Phase Appendices

The appendices bring the concepts discussed in A Practitioner’s Guide to the “Sustain” Phase into practical application.

Introduce Change Management
Develop Communication Strategy
Implement Training and Awareness
Provide Self-Assessment
Conduct an Independent Quality Review

The templates should be adapted to reflect the organisation’s size, complexity, regulatory environment, risk profile, governance structure, and operational resilience maturity.

Appendix E: Stakeholder Communication Matrix

Stakeholder	Information Required	Purpose	Frequency	Primary Channel	Alternative Channel	Owner
Board	Material resilience risk and assurance	Oversight	Quarterly / as required	Board paper	Secure briefing	OR Lead
Senior Management	Programme status and significant vulnerabilities	Decision-making	Monthly	Dashboard	Management call	OR Lead
Service Owners	Service-specific risks and actions	Ownership	Monthly	Service meeting	Collaboration platform	OR Team
Employees	Awareness and escalation guidance	Preparedness	Quarterly	Email/intranet	SMS	HR / OR
Regulators	Material incident information	Compliance	As required	Regulatory portal	Formal email	Compliance
Customers	Service disruption information	Customer management	As required	Website/app	SMS/call centre	Communications
Suppliers	Escalation and recovery expectations	Coordination	As required	Supplier channel	Telephone	TPRM
Internal Audit	Programme and assessment information	Assurance	Planned	Document repository	Secure meeting	OR Lead

"Sustain" Phase of the OR Planning Methodology

Introduce Cultural Change	Develop Communication Strategy	Implement Training and Awareness	Provide Self-assessment	Conduct an Independent Quality Review

More Information About Blended Learning OR-5000 [BL-OR-5] or OR-300 [BL-OR-3]

Contact our course consultant colleagues to learn more about our blended learning program and about the next course's schedule. They are the BL-OR-3 Blended Learning OR-300 Operational Resilience Implementer and the BL-OR-5 Blended Learning OR-5000 Operational Resilience Expert Implementer.