Little Drive Means Big Drama - ' Co'

Headquarters: Priory Square, Guelph, Ontario, Canada N1H 6P8

Phone: (519) 824-4400

Business: One of Canada's largest full-line insurance providers

Chief Executive Officer: Kathy Bardswick

Financials: US$1.4 billion in revenues 2001, US$20.2 million profit

Challenge: Co-operators Life division hires ISM Canada to compile policy statements for life insurance and pensions. In January, it learned that a hard drive containing personal data on 176,000 of its clients was missing

BASELINE GOALS:

• Assemble pre-established 12-member emergency response team within 24 hours of security breach report
• Respond to all customers by mail within 48 hours and set up call center to handle follow-up inquiries
• Avoid future exposure of clients' personal data whether it is maintained internally or handled by outside vendors