Operational Updates on COVID-19

 

OPERATIONAL STATUS

Patra is currently operating at a reduced operational capacity as a result of our four geographically distributed processing facilities in India being unexpectedly closed due to governmental orders issued by local authorities and under a directive from the Prime Minister of India due to the COVID-19 pandemic. These shut downs occurred on March 21 and 22, 2020, and are likely to remain in effect until at least April 14, 2020.  Our ability to deliver our OnDemand services has been materially diminished as a result of these closures. The following services are not affected by the closures:  Patra Select, Patra Direct and our Print & Mail facility in El Dorado Hills, California.

 

Updated: March 30, 2020

Business Continuity Plan and Overview

Since the COVID-19 outbreak began, Patra immediately engaged all appropriate components of our Business Continuity Plan (BCP). Our executive and management teams from all areas of the business formed a Coronavirus Task Force (CTF) that meets daily, seven days a week, to review all local, national or global changes to health and government updates pertaining to the Coronavirus. Based upon the information obtained, the CTF adjusts existing plans and/or establishes new plans as required across Patra’s global operations. In addition, the CTF provides updates and responses to employee, customer and facility related matters where appropriate.   

 

BCP Actions Taken and Implemented

  • United States Insurance Service Operations:  Our operations in the US are already a distributed delivery infrastructure consisting of a work-from-home model. Therefore, this is currently operating per design and now under certain invoked procedures from our Business Continuity Plan. 
  • United States Print & Mail Operations:  Our print operations are operating at full capacity and are uninterrupted.  We have a back-up team fully trained as part of our Business Continuity Plan.  Regarding our Supply Chain, we have increased our inventory of paper, envelopes, and toner by one to three times.  We have multiple qualified suppliers and, in addition, we have established a strategic relationship with a large regional print shop to leverage their supply chain and as a backup service provider if needed.
  • India Operations:  Our operations in India are currently operating at a materially reduced operational capacity as a result of our 4 processing facilities in India being unexpectedly shut down by government orders until at least April 14, 2020.  We are deploying our work-from-home capabilities to help restore some level of capacity. Until we begin restoring capacity, we have informed our customers that we are currently unable to accept requests for OnDemand Services.
  • Philippines Operations:  Based upon the situation and directives from the local government, we have moved our employees in the Philippines to a work-from-home model. 

Specific Changes (as applicable by geographic operation):

  • Cross-trained certain staff to provide additional redundancy
  • Additional cleaning for all locations with additional sanitation and disinfectant of any shared keyboards, monitors and machines
  • Switched access control to card instead of bio-metric to reduce touch (i.e. finger authentication moved to keycard)
  • Staggered shifts so exposure to colleagues is reduced
  • Suspended all company social gatherings and activities
  • No visitors to offices who have traveled to high risk areas in last 90 days and mandatory quarantine for anyone traveling from at risk countries
  • Secured sanitation supplies for all offices (i.e. soap, hand sanitizer, water, cups, thermometers, masks, latex gloves, etc.)
  • Remote / work-from-home where applicable and modified working hours and locations for those who cannot technically work remotely
  • Deployed additional laptops and security for those seeking work-from-home

Certain components of the Business Continuity Plan that we have triggered are: 

  • Activated our emergency contact tree to ensure that everyone has a communication channel and plan. We are leveraging both SMS and video conferencing communications. 
  • Communications from our executive leadership and task-force teams on any policy changes related the Coronavirus occur weekly.
  • Notifications to all staff pertaining to Coronavirus symptoms and asked that if anyone feels unwell, to please stay home. This action is in accordance with our Communicable Disease Policy on our ADP Workforce site. 
  • Precautionary measures that any employee returning to work, who may have visited areas with COVID-19 exposure, do not present any safety or health concerns to our community. 

 

FAQs

Does Patra have a business continuity plan?

Yes.  As a SOC-2 certified company, Patra has had a Business Continuity Plan (BCP) since before this COVID-19 outbreak and updates the BCP regularly based on changes in regulations and with guidance from experts as our business matures. Our BCP has been invoked and we are operating at capacity with certain BCP stipulations in effect. Patra also has a Communicable Disease Policy which is shared with all our employees.

How is Patra interacting with customers, prospects and partners?

As a well-established distributed workforce, Patra will continue to support clients via video conference calls. From the recommendations of the CDC, WHO, national, regional and local health guidance, we have made the decision to postpone all non-essential business travel out of caution.   
 

What does Patra’s physical workforce look like? 

Patra has a global distributed service delivery footprint. We currently operate nine delivery centers in three countries plus a distributed workforce across North America in 42 U.S. states and Canadian provinces. For business continuity we have intentionally created this distributed infrastructure and continue to diversify today. No single delivery center comprises more than 30% percent of our delivery capacity. Service delivery is distributed relatively equally across the company’s footprint.

What sources of information is Patra using to make decisions?

Patra monitors the global changes daily, sometimes hourly, and with guidance from our internal leadership team, we have engaged in every aspect of our Business Continuity Plan. We are actively monitoring the Centers for Disease Control and Prevention (CDC), World Health Organization (WHO), Johns Hopkins Coronavirus Resource Center (Johns Hopkins) and dozens of regional, local and national news sites.