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Largest Pharmacy Provider's Security Operations Center

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One of the United States largest drugstore chain has more than 8,300 locations and annual sales of more than $72 billion. Each day, the drugstore provides nearly 6 million Americans with pharmacy, health and wellness services. Their Security Operations Center (SOC) is a centralized support center for all safety, security and emergency needs. The SOC uses WebEOC to maintain situational awareness and execute emergency response. Their site status board can show the status of all 8,300+ locations. Version 2.0 provides SOC technicians with guidelines, forms and checklists for most incidents. Version 2.0 is easy to use and gives technicians in the SOC scripts to follow on how to respond to various incidents, training new people and reinforcing best practices.

WebEOC for Emergency Management

The drugstore's Emergency Preparedness and Response Team operates out of a 24/7 security operations center in Deerfield, Illinois.

“Our mission is protecting the safety and security of our team members, customers, and communities,” said Jim Williams, Manager, the drugstore's Emergency Preparedness and Response, Asset Protection, Business Continuity Division. "In the SOC, we monitor all the burglar and fire alarms in our stores, as on average, we are robbed three times a day and have break-ins two times a night. We use Incident Manager®, delivered by SunGard and powered by WebEOC® to maintain situational awareness and execute our emergency response.”


The SOC has 18 seats, and during regular shifts, eight to ten are occupied. “Night time is our busiest time, when robberies and break-ins generally happen,” Jim said. With so many stores, natural disasters can affect many of their locations at once. In just the past year:

  • October 2011 – an early snow storm on the East Coast impacted 83 stores.

    April 2012 – tornadoes in Texas and Kansas demolished two stores.
  • June 2012 – storms from Illinois to Virginia left 133 stores without power.
  • September 2012 – Hurricane Isaac swept over the gulf states, leaving 130 stores without power.
  • October 2012 – Hurricane Sandy devastated the northeastern U.S., cutting power to more than 300 stores.

Lack of power is the single biggest threat, because each store holds thousands of dollars of perishable medicines and goods. Power-outage monitors in each store alert the SOC of a problem, and the Incident Manager powered by WebEOC system enables the SOC to get people on site to deal with perishables quickly and track and record the response. “The process has saved us over $3.6 million in perishable goods in just one year,” Jim said.

The drugstore's team and Intermedix evolved the WebEOC Mapper GIS-coded site status board for real-time awareness of emergencies and incidents at their stores. Every single incident – from a phone call about a fire or a burglary, to someone who hit a panic button or was locked in a store– gets logged into the system.

WebEOC's Results

The site status board lists all 8,300 locations, and each site has a drop-down menu with incident guidelines, forms, and checklists that the Security Operations Center and store managers can follow to get stores back in operation quickly. In the first two months that the board was used, more than 1,200 incidents were posted.

 

About Intermedix

Intermedix delivers technology-enabled services and SaaS solutions to health care providers, government agencies and corporations. The company supports more than 15,000 health care providers with practice management, revenue cycle management and data analytic tools. Intermedix connects more than 95 percent of the U.S. population with crisis management and emergency preparedness technologies.