Worldline - 2020 Universal Registration Document

D

EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Building customer trust with reliable, secured, innovative and sustainable solutions

Alignment of Worldline processes with the ITIL best practices. Since technology and organisation are insufficient to ensure a proper level of availability and security, Worldline rolled out international processes in line with the ITIL best practices, such as change management, incident management.

Worldline’s own data centres and its consequent end-to-end management are key to deliver High Critical Real-time Services with strict Service Level Agreements (SLA). This end-to-end management is indeed providing high quality and agility for services production as well as cost reductions (through virtualisation, containerisation, SaaS).

A resilient business continuity strategy [WL 1] D.2.3.3 As a leader in the payment sector in Europe and a large employer in its markets, Worldline has a responsibility with regards to offering business continuity to all its stakeholders. The business continuity process within Worldline focuses on developing and managing procedures to protect its people (internal and external), its processes, premises and technology. Worldline commits itself to: Service availability: resume (critical) business functions ●

Response time: respond to, and mitigate the impacts of, ● disasters and crises in a timely and effective manner (and according to service level agreements defined in contract); Confidence: ensure confidence of customers in Worldline ● ability to handle disruptions and prevent damage to Worldline reputation; Resilience Compliance: ensure regulatory compliance. ● To achieve its business continuity management (BCM) objectives, Worldline has an extensive BCM programme which includes the following dimensions:

and the resources that supports them within the agreed timeframe with each customer (and according to service level agreements defined in contract);

Identify BC key resources

Develop a BC strategy Mitigate and recover from BC crisis

Test the resilience of BC strategies Testing of the implemented recovery and crisis management strategies to investigate their effectiveness.

Assess BC risks

Identification of critical business functions that support key products and services, their interdependencies, and the critical resources required to operate at an acceptable level.

Evaluation of risks and identification of Single Point of Failure (SPOF) resulting in business interruption and an analysis of the potential impact.

Development of strategies that enable Worldline to protect and recover critical business functions.

Planning and implementation of

mitigations responses and recovery and crisis management strategies.

Allocated resources: Worldline ensures that sufficient resources are allocated to enable key activities like assessments, planning and exercising to take place and ensures that key personnel have the knowledge and skills to deliver the Worldline business continuity lifecycle. Training and awareness: Key roles receive awareness and a minimum level of information on BCM to enable business continuity to be integrated into day-to-day operations and management processes. Crisis alerting Tooland ISO 22301 certification: To respond to a disaster scenario, Worldline uses an external alerting suite to ensure resilient communication and that Global Crisis management team can implement the process validated at Worldline high management level in a timely and effective manner. Such process can include the activation of Crisis Management Committee in charge of coordinating and managing the crisis situation. The Managerial Unit Financial Services is certified ISO 22301 as well as other key resources.

Key results and objectives Thus, in 2020, Worldline’s services availability rate was over 99.91% for SIPS Solution highlighting a secure and robust platform [WL1] .

Targets 2020

2020

Indicator

2015

2016

2017

2018

2019

Quality Score – Contracts’ Service Availability & Response Time % of incident responses compliant with Worldline security policy

-

-

-

9,608

9,871

9,817

9,875

-

97% 98.67% 98.74% 99.64% 100% 100%

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Universal Registration Document 2020