QX is monitoring the evolving pandemic and balancing its response to best serve its clients and employees. With the new variant of the COVID-19 virus, called Omicron, emerging in many parts of India, this is a time of significant concern and disruption. So we want to update you on the latest situation and our contingency planning for business continuity.
MESSAGE FROM FRANK ROBINSON, GROUP CEO
The COVID-19 pandemic has turned out to be one of the greatest crises of the century. We know how vital QX’s services are to our 500+ client organisations globally. We remain committed to our values of ‘Excellence’. We are doing everything we can to ensure our clients are supported to deliver on their promises to their clients’ end clients with minimal disruption.
We are also doing everything we can to safeguard the welfare and well-being of our 2,000+ employees. We have enacted a World-Class Business Continuity Planning (BCP) and Business Sustainability Planning (BSP) process, supporting all employees and their families. Following the guidelines of WHO and local regulatory authorities, we have continually emphasised the importance of staying home, staying safe, and following all safety protocols. The QX Family spirit is all about staying together and fighting the crisis together. #StrongerTogether
Frank Robinson, Group CEO
Respond – Supporting our clients and employees navigate the uncertainty
Safety is our #1 priority
Since the start of the pandemic, QX’s top priority has been to safeguard the welfare and well-being of our 2,000+ employees. We have taken decisive action to protect our employees by:
extending our policies to support their personal or family health circumstances
continually emphasizing the importance of staying home, staying safe, and following all safety protocols
our COVID Response Team is helping those in immediate danger
introducing further comprehensive health benefits through our Medicare scheme
CONTINUED SERVICE DELIVERY & BCP
We have enacted a World-Class Business Continuity Planning (BCP) process to support all clients, employees, and families and ensure continued service delivery.
Our BCP process is based on four foundations:
Managing infrastructure to ensure business continuity.
Managing the convenience of employees by the provision of a comfortable work environment and easily accessible processes.
Managing compliance with legislative, regulatory, & data protection compliances.
We are continuously improving the systems and processes by feedback mechanisms.
QX received a 100% C-SAT score in 2021 from most of its clients, with most others rating us over 90%.
Since March 2020, as a business continuity measure against the effect of the pandemic, QX adopted a complete Work From Home arrangement till September 2021. As the pandemic situation changes, we have revised our plan that QX will follow in 2022 for our client service delivery and business continuity.
REMOTE WORKING EXTENDED TO 28 FEBRUARY 2022
QX has employed a Safety First approach, considering the prevailing situation and night curfews. We have decided to extend WFH to protect our employees from the risk of Coronavirus infection.
As a part of this plan, we have rolled out flexible working options for our employees, which range from:
Fully flexible to Flexi-work
We have considered client concerns, employee preferences, technical & operations issues affecting work, data protection risks, employee performance & motivation to select the right option for each employee.
We have well-defined strategies in place for Staff Welfare, Process & Compliance, and Physical to Digital Security to ensure that our employees’ safety and productivity are assured.
Note: As of January 2022, QX has extended work from home until 28 February 2022 keeping the safety and well-being of our employees in mind.
FREE VACCINATIONS FOR ALL QXITES AND THEIR FAMILIES
QX has undertaken initiatives to provide care, support, and access to COVID-19 vaccines for over 2,000 eligible employees and their families in India, the UK, Canada, and North America. We conducted COVID-19 vaccination drives in Ahmedabad, Mumbai, Noida and Vadodara in 2021 for all employees and their family members via a partnership with top-tier hospitals in India. As of January 2022, 100% QXites are fully vaccinated.
QX WELLNESS – EMPLOYEE ASSISTANCE PROGRAM (EAP)
We continue to provide mental health and wellbeing support to all QX employees. Our EAP gives our leadership team, line managers and all QX staff the support and guidance they need. Support is available 24/7, and QX staff can access a range of emotional and practical support including:
Counselling options, including telephone, online or face-to-face sessions
Access to self-help resources such as assessment tools, communities, e-workshops, work-life seminars and web portals
A dedicated service for managers, aimed at providing consultations, and developing skills for handling challenging situations
Legal and financial support from qualified professionals on a range of personal issues
All offices across Ahmedabad, Noida, Mumbai, Hyderabad, and Vadodara remain closed, and 100% of employees continue to WFH.
QX Academy: all in-person classes have been converted to live-online classes
All-access to client servers is controlled using QX’s secure VPN access solution.
For secure access, all employees’ logins are integrated with multi-factor authentication as per client requests.
We have conducted workforce planning to assess the team’s risk profile and put backup resources in place.
No service delivery impacts in any of our ongoing client work
UNITED KINGDOM: SKIPTON AND LONDON
Employees across our offices in the UK i.e. Skipton and London, continue to WFH unless there’s a customer requirement or need for critical customer support.
All QX employees deployed to work from client locations continue to WFH.
NORTH AMERICA: USA AND CANADA
Employees in our New Jersey (USA) and Mississauga (Canada) offices continue to WFH unless there’s a customer requirement or need for critical customer support.
There are continuing restrictions to avoid travel, customer visits, and physical gathering until the situation improves across our locations. Our COVID Response Team continues to monitor the status around the clock.
If you have any queries or concerns and require our support, please feel free to contact us on [email protected]. Our teams appreciate your support and empathy during these challenging times.