The iScout Gameplan for COVID-19
March 23, 2020
The information below is reflective of our guidelines, practices and actions as of March 16, 2020. We will update this post accordingly to reflect any fundamental changes to our gameplan. Our focus is to respond with empathy, to be proactive, and maintain uninterrupted service. iScout’s top priority is the health and safety of our employees and of the communities we serve, including our customers, prospects and business partners.
Preparing to compete against an unknown opponent is challenging. The clinical picture with regard to COVID-19 is not fully understood, and current knowledge is largely based on what is known about similar coronaviruses, which have caused severe illness in people.
This novel coronavirus is spreading easily and sustainably, and the CDC is providing interim guidance and ongoing recommendations to combat the disease.
The iScout Pandemic Response Plan has been initiated, and modifications, made in light of the recent novel coronavirus, are described in this post. We monitoring actions taken by other companies and organizations to identify the best practices we can apply at iScout, and how to integrate these best practices effectively.
iScout maintains Business Continuity and Disaster Recovery Plans, focusing on preventing outage through redundancy of telecommunications, systems and business operations, and rapid recovery strategies in the event of availability or performance issues. Whenever customer-impacting situations occur, it is our priority to quickly and transparently isolate, communicate, and address the issue.
The Scouting Report
Given how rapidly the outbreak and response are evolving, we are prepared to monitor and manage our approach constantly, to ensure the health and safety of our employees and communities, as we continue to maintain service to our customers and prospects.
We continue to work closely with our business partners to ensure the measures they are taking with their employees, vendors, and communities also ensure safe and efficient business continuity strategies.
In an effort to limit exposure and transmission of COVID-19, we have formulated a corporate response based on the idea that if it feels extreme, it’s exactly the right time… if it feels the right time, it’s too late.
Here are a few key areas and related strategies that have been implemented for iScout employees and business operations:
- Remote Work
- Employee Travel
- Common Sense Readiness
- Internal Communications
- External Communications
iScout can accommodate remote work for employees with no interruption to product development, customer support, and operational activities. Under the circumstances, we have applied additional remote work strategies:
- Requiring all employees to work remotely
- Office hardware and furniture available to check out and take home for home office comfort
- Providing additional funds to all employees to cover costs related to home office supplies, internet access, etc
All company-related travel is on hold until April 20th, 2020, and will be reevaluated at that time. We believe limiting travel, including in-person meetings, is our safest and best option for reducing the risk of infection.
We recommend employees eliminate or reduce any non-essential personal travel. However, we are also asking all employees who travel by airplane, cruise ship, or have visited high risk areas to self-quarantine for 14 days upon their return.
Common Sense Readiness
The CDC recommends some preparation at home, for the probability of a COVID-19 outbreak in individual communities. This preparedness guidance is not meant to create panic, but an opportunity for common sense readiness.
iScout employees are encouraged to stock up on non perishable foods, medicines, and cleaning supplies. The reason to stock up on certain products now is not to avoid potential shortages, but to be prepared to practice effective social distancing.
While remote work is ongoing, it is a focus to maintain efficient, reliable, and consistent communication among team members. Internal communication tools, including HubSpot, Slack, Google Hangouts, phone calls and email, will be used for this purpose. All daily and weekly scheduled team meetings will continue without interruption.
These communication tools are designed to seamlessly maintain business operations, however they also serve to communicate any concerns, questions, or support needed by employees and their families. We are keeping empathy at the forefront. It is a stressful time for our communities around the world, and we want to do everything we can to minimize panic and maximize safety.
Last, but certainly not least, is the strategy for clear and accessible communication with external partners. This includes customers, service providers, key stakeholders, and any other external group.
The iScout Support Team remains available through the ticketing system via [email protected], as well as by phone at 833-497-2688 ext 3.
“What’s New in iScout” notifications will continue by email, blog posts, and direct contact with customers. This communication will describe new software functionality, upcoming module releases, newly released 2020 Training lessons, and more. These emails are strictly intended to share system details and updates, and are not intended to be solicitous.
The Help & Support page – www.iscout.com/help – will also be updated with new help documents and video tutorials.
Just to repeat – our gamplan is about preparation, not panic. We want to be ready for whatever may come, and help minimize the risk to ourselves, our loved ones, and our communities.
We maintain focus on our goal to be a partner with our valued customers and prospects during this time. Not only to keep all services running efficiently, but to help with any specific strategies our customer aim to deploy through iScout. Please let us know how we can be of service.
We pray for safety, health and healing.