subject: The Human Face of Information Technology Disaster Recovery [print this page] The Human Face of Information Technology Disaster Recovery
Once upon a time efficiency was the primary driver for business investment in computer systems. Compared to paper based systems, computers had the edge and the investment seemed to be a no brainer. Some may argue that efficiency is still the driver for investment in technology today and they may well present a strong case for the affirmative. But there is a human element to every computer system, one that is easily forgotten until it is unavailable or desperately needed.
In January 2011 the state of Queensland, Australia, experienced wide spread flooding paralleled only by the devastating 1974 floods that still remain so fresh in many ageing Queenslanders' minds due to their intensity. Such was the severity of the disaster in 2011 that an area larger than the United Kingdom was declared a disaster zone. The entire state economy ground to a halt as peoples focus shifted dramatically from the everyday grind toward basic survival needs of just food, clean water and shelter.
The disaster unfolded so slowly it was painful, like a giant locomotive that you knew was approaching but could not stop. Approximately one week into the disaster the damage from the relentless downpour of water started to take its toll on technology and infrastructure. Services from the energy sector and the finance sector started failing or being deliberately shut down for safety reasons. Government services were put under immense pressure. Most people could not go to work because there was either an impenetrable physical water barrier or because of the hazards of travelling. This put an even greater strain on fragile services already on the brink and the system began to collapse.
And as each day into the disaster saw more damage, the human side of our relationship with technology emerged. How do you eat when you can't get money out of the bank? How do you cook without power? How do you ask friends and family for help when your mobile has flat batteries and your land lines are under water? Where can you go when you cannot buy fuel? How will you feed your children when the local supermarket is under water or out of stock? How do you send friends or family in need money to help them through?
Behind the besieged technology services, an army of technical professionals scrambled to restore or repair their respective services. It was a war behind the behind the scenes that challenged the technology sector like never before. Disaster recovery and business continuity plans struggled with adversity. Key staff were unreachable, key services unavailable, documents and processes gone or unusable, digital and physical access to equipment denied and even premises and meeting points had to be redefined.
Every hurdle more heartbreaking as the human face of technology services emerged. People needed these services as a matter of urgency.
Eventually we prevailed. But the memories and lessons learnt should not be forgotten. A disaster recovery plan entails great responsibility and it will always remind us that there is a human face to the information renaissance.
