An update from James Karp, COO of Acora about how we are operationally managing through COVID-19


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02-Apr-2020 09:44:15

In my last piece, I talked about Problem Management and how it is often confused with Major Incident management. In fact, while the two are linked, they are very different beasts. However strong your Problem Management, you must be ready for business critical incidents.

Across the Acora group we continue to support our clients remotely and the operational delivery teams have risen to the challenge in a way that fills me with immense pride. 


We have seen unprecedented levels of requests from our customers to help them, which we have been able to meet each and every time and in many cases achieving results over and above our clients expectations or SLA’s. 


The obvious focus over the past few days has been to support our clients to implement their business continuity plans seamlessly, where they were in place, which has been very successful. In the examples where things perhaps were not perfectly in place, we have been able to find solutions quickly and implement new technology to enable them to work remotely and continue to trade in what has become the new normal.  


Our continuing priority will be to protect the welfare of our employees and our customers’ employees. Like all organisations, we are following the latest government health guidelines and I can confirm that we have ceased all non-essential travel and in person meetings. We will also continue to work remotely so our employees can align to the self-isolation and social distancing guidelines. 


We anticipate that the severity of the COVID-19 situation may increase and the period we will need to work as we are now may extend for a few more weeks. 


Although we have significant operational demand from outside of our contracted client base, as a board we have taken a decision to protect our current capacity to deliver for you, our customers, while we navigate through these challenges together.   


Team Acora remains totally committed to meeting your needs and providing our services to your business. We continue to review our BCP daily to ensure we can meet and exceed all our obligations   


If you need any further assistance or help at this time, please contact me or any of the team.  


James Karp  
COO, Acora Group 

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