DocuSign Innovates: Global Security & Support Center

Paul A. & Chad B., Global Safety and Security

What was the challenge/opportunity you faced?

We needed to ensure the safety of our employees and the security of our clients’ data. We have employees stationed and travelling globally, and we operate data centers in different regions around the world. We needed to build an operations center with 24/7 monitoring of any incidents and a rapid response capability that can provide immediate global medical, security and administrative support.

What has been the impact of this innovation?

We can now provide a duty of care and security to our employees and customer data that extends beyond our four walls and physical premises and, frankly, goes beyond ISO 27001 requirements. We serve some of the largest enterprises in the world. With this level of security and assurance, our security team helps DocuSign better manage risk and grow our business.

On a typical day, what’s happening in the Security Support Center?

We have cutting-edge software that data mines hundreds of thousands of news feeds, and there's an algorithm that knows where our employees are traveling, where our assets are, where our buildings are. And it sends us notifications if there’s something that could put us in danger. We can also provide employees with immediate assistance if they lose their laptop or wallet. We can get them a credit card to buy clothes, help expedite passports, get them in touch with the right consulates, send doctors to their hotel rooms. Or there could be an employee who’s working until midnight at a remote site in Chicago and their car is 400 yards away. They can call us and ask us to send a security person to escort them to their car. The answer is: Yes, we can get someone there in 30 minutes. On a more basic level, we also provide secure access badges to employees and visitors.

How did your team approach designing this operations center?

In addition to leveraging our own professional experience and studying customer and regulatory requirements, we visited various facilities at top Fortune 15 companies and developed a benchmark. We went to seminars and exhibitions to study the latest software and technology. We then trained our security operators to analyze the information coming in and determine how to respond.

How is DocuSign’s Security & Support Center unique?

What’s unique and what sets DocuSign’s approach apart is the blend of superb technology and the critical incident experience that enables us to exercise quick pattern recognition.

What is the background of your team members?

Our team is comprised of individuals with decades of experience working in the Scotland Yard international anti-terrorism department and US Army military intelligence, developing corporate contingency plans and providing extensive security detail for high-profile corporate executives.

You have an office in Paris. How did your team respond to the attacks?

Within 10 minutes of the news, we set up a remote local incident Command and had identified and contacted our five travelling employees. Three were in a hotel in Paris, and two were on the tarmac in San Francisco getting ready to take off for Paris. For the three people in the hotel, we had a security operative who showed up and got them out, because the information we received at the time from certain European intelligence sources was that there were going to be further attacks on hotels. We also had our local employees check in to ensure all were safe. One of our employees was actually a Red Cross volunteer first responder.

How else is the Security & Support Center used?

Well, here’s an example: This morning, there were major traffic issues in Seattle. Our team searched local news sources, looked at street camera footage, talked to local police and then after consulting with DocuSign leadership sent out an alert:  “Work from home.” It's the equivalent of a snow day at school.

That’s quite innovative, gathering and disseminating information that’s relevant for employees in different geographies.

This is a global company. We look after you. Say you’re on holiday or on company business in the Caribbean. We can track where you are if you want us to, or you can tell us your hotel itinerary. Any incident that may potentially impact the safety of your trip, we’ll be alerted and we can give you advice. We've equipped an employee on a Trans-Pac sailing race with a satellite phone, and we tracked another employee who was in Greece during the financial crisis.

Tell us more about your team and how they work together.

Our environment is very dynamic, and as a team we also know our strengths and weakness. We have to. We test our own weaknesses and blind spots, and we test each other’s knowledge. We know we need to keep an active mind because crises happen out of nowhere, at any time. Our motto is “Train hard, fight easy.” We do scenario-based training, randomly at least once a month. We assign one incident commander who gives advice to the executive staff. We test team readiness. We test for optimum information and decision-making.

How do you ensure that what you’ve developed remains effective?

We’re very proactive. Whenever we open a new office, or wherever we have people traveling, we will provide proper security assessments. There's a lot of analysis work that goes into prevention. We also train and rely on our employees to practice good security measures.

So what does Mission Control look like. Describe this Security Support Center.

It has been dubbed “The Star Trek Room” because of the blue lighting and multiple monitors with tactical information relevant to situations we are monitoring. There have been multiple studies on lighting and how it can increase alertness and mood. So we leveraged that learning for this command center.

Well, that’s a great way to end. And I feel more secure just talking to you.

Our “DocuSign Innovates” blog series places the spotlight on employees and teams who create and innovate in many different and unexpected ways. Some build cool tools, analyze data or and write code in new ways. Others may redesign product and processes or create clever marketing campaigns. Still others may figure out a way to make a positive impact on the communities in which we live and work. We'd like to celebrate those individuals and teams here. This week we sat down Paul A. and Chad B. in Global Security & Workplace Services, to talk about their team.