Situation: Civil Unrest – Delhi Riots (February 2020)
Brief
In February 2020, a multinational ITES firm with critical operations and data processing centres across Delhi, including a key facility in Noida, faced a severe disruption due to the violent communal riots that erupted in northeast Delhi. The civil unrest led to physical and operational threats to employees, damage to local infrastructure, restricted mobility, and communications blackouts in select zones.
Although short in duration, the intensity and unpredictability of the riots created significant risks for business continuity, employee safety, and service-level compliance for global clients in banking and healthcare sectors.
Challenges faced by the client
- Employee Safety: Field staff and teams operating in high-risk zones were exposed to personal safety threats.
- Mobility Disruption: Widespread curfews, roadblocks, and fear of violence hindered workforce mobility and service logistics.
- Operational Downtime: Power and internet outages across affected localities led to service degradation in the company’s Delhi facility.
- Communication Breakdown: Misinformation on social media and lack of verified updates delayed emergency response decisions.
- Client Escalations: Delays in deliverables triggered Service Level Agreement breaches and client concern, particularly in regulated sectors.
How Did Datasurfr Help?
| Proactive Risk Management | Real-time intelligence alerts provided timely updates on the deteriorating law and order situation in north-east Delhi, highlighting key socio-political triggers. With Geo-tagged alerts, the company was able to pinpoint the exact locations affected by the unrest, enabling area-specific planning and staff protection. The proximity alerts provided a snapshot of events happening across the Delhi offices – protests, riots, stampedes, blockades. The Concentration Risk identified 12 key operational risks and measured their potential impact, helping the leadership prioritize mitigation strategies. | The company promptly enhanced perimeter security measures and transitioned non-essential personnel to secure work-from-home arrangements. A crisis communication plan was activated, ensuring clarity of internal messaging and alignment across teams. |
| Real-Time Response | Live Monitoring Tools, such as interactive maps and instant alerts, enabled the operations and security teams to monitor evolving unrest across Delhi on an hour-by-hour basis. 24×7 intelligence analyst support provided round-the-clock assistance and in-depth intelligence information on request. Using risk analytics of assets, the company could apply predictive modelling to assess exposure across 12 key operational risk categories. | Activated the emergency protocols, conducted alternative routes to ensure employee protection, and coordinated with external agencies. The company could prepare proactively for potential escalation in civil disturbances by increasing redundancies, strengthening response protocols, and ensuring business continuity measures are in place. |
Impact
- 70% improvement in operational continuity during peak disruption
- Zero incidents reported involving employees or infrastructure
- Timely decision-making based on verified intelligence and live situational analysis