Three typical customer experiences
To some, what we do is abstract. It depends on who you are, your previous exposure to risk, your set-up risk management-wise and naturally where you operate. Below you will find three typical customer experiences; an NGO, realizing that exposure to risk demanded active measures. An SME who suddenly found themselves supplying customers in hazardous areas. A multinational corporation with activities which demanded other insights and another skillset.
Most Scandinavian NGOs employ subject matter experts, often with extensive travel experience. They also send many visitors, volunteers and ambassadors with less experience to projects abroad. Sometimes they have a safety and security policy, some procedures, take out travel insurance including medical coverage and may have staff on duty 24/7. They will nearly always require threat assessments, advice on mitigation, training and a better incident and crisis management set-up.
Unless they partner with larger companies or have partners abroad, most SME’s are ill prepared for adversity. They often lack a strategic perspective on risk, are ill informed about risks, trends and dynamics and have low resilience. They often lack dedicated staff, and safety & security will often fall on either the COO or the HR director. Outsourcing is a distinct possibility.
Larger companies often have Safety and Security policies, HSE(Q) is tight in known settings, situational awareness is good on most levels. HSE(Q) staff do compliance checks and audits and know most soft spots. Preparedness is generally sound, and the organization often intervene on behalf of unfortunate travellers. Larger companies may require assistance in unfamiliar areas or with larger events.