Update on the situation in Ukraine
On this page, we openly share press releases and our ongoing communication aimed at our customers where the situation in Ukraine is relevant for the delivery of our services.
The extensive attacks from the Russian troops in the last weeks have been targeting civilian energy infrastructure in Ukraine. Even though Ukrainian forces successfully shot down more than 80% of Russian missiles, the energy infrastructure of power and water has taken severe hits, with reduced capabilities and emergency outages as a result.
Most of the energy infrastructure was repaired within hours or the next day after the attack but caused supply limitations in many cities and areas. To secure power and water supplies to prioritised institutions, the authorities have communicated a planned power and water outage schedule for private housing quarters, businesses, and public institutions.
Itera’s crisis management team has focused on these black-out scenarios in our risk assessments. Our priorities are “People First” and keeping up the delivery quality to our customers. Our geographical scope is limited to our employees living and working from Ukraine. As of today, most of them live in and around Kyiv and Lviv, and in general, in the western part of the country.
Because of the energy crisis, Itera has implemented various risk mitigation actions related to our prioritised issues:
People First activities
As most of our people live in and around Kyiv and Lviv, working from Itera’s offices is an option. However, some also prefer to work from home from time to time.
We ask people to report regularly to their manager, and also by the «Itera Together» app (developed by Itera’s employees), their general well-being, safety, and whether they are available to work as planned.
Some employees who work from home have experienced hours of being unable to work due to unexpected power outages. However, by starting to work more from the office we see that delivery quality is resumed to normal. For employees that still need to work from their homes or their temporary re-location in Ukraine, working hours are adjusted, if needed, to time when power is available. This might be early morning, evenings, and weekends as needed. This flexibility of attending to work makes it possible to deliver services as agreed.
One of the decisions from the Crisis Management Team on Tuesday, 22.11.2022, was to encourage people to relocate and move away from areas considered vulnerable to an outage of power, water, and gas. Itera supports relocation activities with both practical measures and money. We will also support those who need to stay for personal reasons with money to buy power generators, power banks, mobile gas & heating installations etc.
Secure delivery capabilities
The energy crisis has hardly touched Itera offices in Kyiv and Lviv. The offices are connected to two electricity networks and two internet providers, so we experience light, heat, water, and internet availability as usual.
The landlords for the office buildings in Kyiv and Lviv have equipped the offices with power generators, and we have installed local UPS to internet modems and powerful industrial power banks to charge laptops as increased precautions. We are considering installing dedicated power generators to support power to our floors and Starlink as redundancy to standard internet lines.
Both offices have well-equipped shelters with food and water supplies. Many employees have been provided with power banks to charge phones and computers to work from home.
Itera offices as 2nd home
As the offices in Kyiv and Lviv are operating with a stable environment, including lunch & dinner restaurants in the office complex, we have opened our doors for families and friends to spend time there, 24/7 if needed, for a hot shower, to make a hot meal or just to spend time in a cosy environment.
Summary
Itera employees in Ukraine are keeping up, are safe and take precautions as needed. Some have experienced an outage of power or water and hence have not been able to work from home 8 hours every day. In general, all employees have delivered 40 hours over the week, since our offices work well and power has been restored relatively fast, also for private houses and apartments.
Since our offices are working well, we recommend our employees to work from these as a priority. We have decided to recommend that employees relocate from Kyiv to more secure areas (like Lviv and the area around) that are less vulnerable to the outage of power, heat and water (e.g., the electricity, water and heat supply in Lviv was 90%-recovered by the end of the attack day, 23.11).
If you do have concerns and questions about the situation in Ukraine related to the well-being of our people and/or the quality of deliveries, you are welcome to give one of us a call:
Jon Erik Høgberg, Group COO and Head of Crisis Management | jon.hogberg@itera.com | +47 900 96 974
Andriy Zheleznyk, Delivery Director, Itera Ukraine and Poland | andriy.zheleznyk@itera.com | +380 (68) 59 49 056
Odd Khalifi, Director of Global Business Development | odd.khalifi@itera.com | +47 452 83 801
While we still see a serious war situation across many parts of Ukraine caused by the horrible aggression of Russia, the main war activities in Ukraine are reported to be centralised in the east and southern part of the country. In large cities like Kyiv and Lviv, where Itera’s offices are located, the society, business life and people are more or less back to the same as before the war.
People First
Our resource managers in Itera Ukraine report that all our Ukrainian colleagues are safe and well, as they fortunately have been since the invasion in February. All are working as usual. More than 210 Itera people are located in Ukraine (mostly in the Kyiv region, the western and central parts and Lviv area). 55 people are still located outside Ukraine, of which about one third are working from Itera’s office in Bratislava, Slovakia. Our office in Lviv is also in function and people has been working from this office on a daily basis since we opened it just before the invasion in February. Our office in Kyiv is this week opening its doors again to welcome all Itera colleagues to work together again.
Customer deliveries
Customer deliveries are more or less normal, and we are close to standard capacity. Any delivery gaps are mitigated by reallocating colleagues from other locations and onboarding new people to teams. We experience solid support from our customers, and they continue to demand deliveries from Ukraine. Several of them have also expanded their delivery teams. Our customers understand the importance of job security as one of many ways to support Ukraine.
“As the war situation develops, the Corporate Crisis Management Team updates and shares risk assessment and business contingency with existing and new customers. Sharing concerns provides a good platform to define mitigation activities and thus manage the risks in the best possible way. The risks related to continue our business in Ukraine are considered to be acceptable”, says Jon Erik Høgberg, Group COO in Itera.
Itera CEO Arne Mjøs’ visit to Ukraine early February
“Just after the first quarter, I visited our employees in our office in Lviv and went by car to see our people in our Kyiv office. For me, it was very important to look at and feel the atmosphere on the ground in Ukraine and to understand the new reality beyond the brutality and unimaginable war crime stories in the media. I also had a meeting with Ukraine’s Deputy Ministry of Digital Transformation to discuss the best way for Itera to stand with Ukraine”, says Arne Mjøs, CEO of Itera.
Read more:
CEO Comment in Itera’s Q1 interim report
Dagens Næringsliv’s interview with Arne Mjøs
We are always available for calls and questions:
Bent Hammer, Chief Financial Officer | bent.hammer@itera.com | +47 982 15 497
Ole Morten Damlien, Chief Communication Officer | ole.morten.damlien@itera.com | +47 905 69 408
People first
Our primary focus is, as always, on our employees’ and their families’ safety. We are grateful to experience that all our employees in Ukraine are still safe and OK, given the circumstances. Most of our male colleagues are still in Ukraine due to martial law restrictions, while the majority of our female employees with families have relocated to other locations in the western parts of Ukraine or other countries (Slovakia, Poland, Germany, Norway, Sweden). As the situation stabilises in the Kyiv area, some colleagues are travelling back to their residents and relatives on day trips, also investigating if and when they will return to Kyiv.
Customer deliveries
Delivery capability to serve customers is continuously increasing, and we are now close to standard capacity. Any delivery gaps are mitigated by reallocating colleagues from other locations and onboarding new people to teams. We experience solid support from all customers, and they continue to demand deliveries from Ukraine. Several of them have also expanded their delivery teams.
The Itera Ukraine recruitment team reports many new hires and onboardings during March and from 1st April. Our people are brave and strong. We all appreciate the opportunity to have work to attend to, with customers who show heartwarming and loyal support and continue business activity levels, as this, in turn, will help Ukraine in the general war context by adding value to the Ukrainian economy - in this acute situation and for a post-war Ukraine.
Highlights from the Norwegian Ukrainian Chamber of Commerce (NUCC) brief as of the 5th of April
- The Ukrainian State is functioning and operating to its best abilities, given the situation.
- Banking and financial systems are functioning, even if the general infrastructure is damaged.
- The internet connection is generally stable, with some issues related to the speed of the internet from time to time.
- The ongoing war has severely impacted the business climate, but an increasing number of companies, shops and factories are now operating to the best of their ability.
We want to thank both customers and partners for the strong support and warm compassion we experience. It means a lot to us.
We are always available for calls and questions:
Bent Hammer, Chief Financial Officer | bent.hammer@itera.com | +47 982 15 497
Ole Morten Damlien, Chief Communication Officer | ole.morten.damlien@itera.com | +47 905 69 408
Almost three weeks have passed since the Russian invasion of Ukraine. The situation in the country is complex and dynamic, but Itera considers it positive that the diplomatic dialogue has become frequent and regular between the parties. We want to share how we experience the situation right now and the status related to our employees and our customer engagements.
People first
From day one, our primary focus has been on the safety of employees and their families. Most of them have left Kyiv and are accommodated in other locations, either in the western areas of Ukraine or in other countries. All resource managers are in dialogue with their staff every day. They have a precise overview of all employees and report the status to the international Itera crisis management team in daily meetings. All employees are OK, the circumstances considered. Itera is also providing support for its people and their families in Ukraine and abroad, to handle practical matters such as living spaces, logistics support etc.
Customer deliveries
We are grateful that we have not experienced any injuries or other serious incidents. But most of all, we admire our Ukrainian colleagues. In an almost unimaginable situation, their focus has been on resuming customer deliveries as soon as their own, and their families' safety was secured. From last week, most of our Ukrainian colleagues were either back to normal customer activities or capable of doing so. As a result, most customer engagements run more or less as usual. However, there are deviations we are working to solve, for example by filling resource gaps by reallocating personnel from Norway, Denmark, or Slovakia.
We want to thank both customers and partners for the strong support and warm compassion we experience. It means a lot to us.
We are always available for calls and questions:
Bent Hammer, Chief Financial Officer | bent.hammer@itera.com | +47 982 15 497
Ole Morten Damlien, Chief Communication Officer | ole.morten.damlien@itera.com | +47 905 69 408
As we are approaching the third week of the war in Ukraine, we are entering a new phase. Our primary focus since February 24th has been on employees' and their families' safety. The vast majority of them have now left Kyiv and other more eastern cities. The impact of the war is very different from area to area in the country. As for now, the western part of Ukraine, where many of our employees now are staying is perceived to be safer. Many have also moved to other countries. As most of the employees are either back to normal customer activities already or capable of doing so, our focus now shifts to reestablish normal operations with our customers.
People first
We share with you our admiration of our Ukrainian colleagues, who show incredible strength in a severe and almost unimaginable situation. Our colleagues and their families' safety and well-being will always be our imperative priority, and we are relieved and grateful that we have not experienced severe injuries or deaths. In addition to taking care of themselves and their relatives, our colleagues help each other, e.g., by arranging transport or sharing additional useful information and tips.
Customer deliveries
In addition to our competent and resilient employees, two factors have contributed to us already being able to re-establish customer deliveries and normal operations. Itera is in a phase where we run risk impact analyses to prepare our business for future events 3-6 months ahead. The second is the employees' ability to mobilize and use technology to solve challenges rapidly. As an example, we have made available technology solutions that allow secure login from private laptops, which is very useful in those cases where employees have relocated without bringing the company's technical equipment.
At the moment, activity in many assignments from Ukraine is picking up speed. Capacity gaps are being mitigated if needed by adding capacity from Norway, Denmark, and Slovakia. However, the activity level in other assignments must be expected to still be impacted for some time. This is due to re-location activities and inability to work continuously for reasons of war.
We experience a strong and united support from both customers and partners for the situation Itera, the country of Ukraine and our colleagues are in. We experience that we share values and beliefs that express the opposite of what we have been exposed to in the last two weeks: progress, development, cooperation, and long-term perspectives. Thank you for standing with us and for your long-term commitment to our cooperation. We are in it for the long run.
For more information or questions:
Bent Hammer, Chief Financial Officer | bent.hammer@itera.com | +47 982 15 497
Ole Morten Damlien, Chief Communication Officer | ole.morten.damlien@itera.com | +47 905 69 408
The majority of Itera’s employees in Kyiv are now out of the capital, safe and in place at other locations. Many have in fact been able to continue the delivery of services from Monday this week. In this severe situation, we admire our colleagues, who show an incredible strength and willingness to do everything necessary to return to normal operations and everyday life as soon as possible.
People first
Our imperative focus is, as always, on the safety and lives of our employees and their families. All Ukrainian team managers are in touch with their employees every day to make sure people and their relatives are safe and to check if they need some assistance.
A task force of around 40 managers and key delivery personnel gathers every day to update the status on all employees’ current location, well-being, availability and to what extent it is possible to resume customer work.
As of today, around 70 employees are currently in the broader Kyiv region, while around 190 have succeeded in relocating to other places, either to the western parts of Ukraine or to other countries. Several families have been received at the Itera office in Bratislava and accommodated in the city.
Furthermore, Itera has established an assistance taskforce across borders to support employees who need financial support, assistance to relocate, or help with other issues. Itera colleagues in countries outside Ukraine have been asked to register personal opportunities to accommodate colleagues in their houses, apartments, cottages, or any other housing opportunities. The response has been overwhelming.
In addition to securing own employees, Itera has also offered its support and engaged in supporting other organizations and individuals in Ukraine to get people into safety.
Customer deliveries
Second to ensuring our employees' safety is securing our operations and steadily moving towards stable and predictable deliveries. During the next couple of days Itera and its delivery teams are looking at specific options on how to mitigate delivery capacity gaps that have occurred.
We are in close and continuous contact with our customers, and we experience a strong and united support for the situation Itera, the country of Ukraine and our colleagues are in. The fact that several of Itera’s customers have opened for substantial extensions of co-operation during this crisis, is both heartwarming and admirable! We want to thank you for standing with us and for your long-term commitment to our co-operation.
To be specific on the status and assumed progress of every customer's delivery plan, customers will be contacted personally by their delivery managers and customer responsible, on a regular basis. We will continue to communicate based on frequent updates as deemed necessary.
There will be a time after this crisis, and we are committed to exit this crisis strengthened and with even higher ambitions. Itera’s slogan is “Make a Difference”. Never have these three words had a stronger meaning.
Please do not hesitate to contact us if any questions. Thank you for the support and compassion we experience. It makes a difference in a demanding situation.
During the weekend, we have made an update of the situation regarding all our Ukrainian employees. Many of them have moved out of Kyiv to the western part of Ukraine or to other countries. In general, all employees are reported to be safe, including employees who still want to live in the outer part of the Kyiv region. Despite the situation, most of our employees are ready to continue the delivery of services from today, Monday 28th or early this week. Here is a short update on our findings, priorities, and planned actions in the next few days.
People first
Our focus remains on the safety and lives of our employees and their families. All Ukrainian team managers are in touch with their employees every day to make sure people and their relatives are safe and to check if they need some assistance. During this weekend, we have been in touch with all employees to update their current location and how they and their families are. Many have relocated from Kyiv to other places, while others stay in Kyiv for the moment and might relocate later, depending on the development. We have established an assistance taskforce across borders to support employees who need financial support, assistance to relocate, or help with other issues.
Customer deliveries
Second to ensuring our employees' safety is securing our operations to deliver as normal as possible. As many employees have relocated from Kyiv to other locations, some have been able to resume customer activities already, while others will start from today, Monday 28th or in the next few days. It is important to our employees to resume normal operations in customer engagements. Being able to deliver will be comforting to them in an everyday life that is dramatically changed. In the case of a lack of resources in the Ukrainian teams, we will aim to add capacity from our other locations in Norway, Denmark, and Slovakia.
To be specific on the status and assumed progress of the delivery plan for every customer where we deliver services from Ukraine, the individual customer will be contacted personally by his/her appointed delivery manager today, Monday 28th. We will also continue to communicate at a predictable rhythm, with frequent updates as long as we see it necessary.
Thank you for the support and compassion we experience. It makes a difference in a demanding situation.
For more information or questions:
Bent Hammer, Chief Financial Officer | bent.hammer@itera.com | +47 982 15 497
Ole Morten Damlien, Chief Communication Officer | ole.morten.damlien@itera.com | +47 905 69 408
People first
Our imperative focus remains on the safety and lives of our employees and their families. As a result of the development in Kyiv, the efforts of relocating employees have been intensified since yesterday, with solid support in our Business Continuity Plans (BCP).
Itera has offered financial support for relocation to all employees. When in place at safe locations, we resume contact and get an overview of where and how they are, how to reach them and when they can resume customer deliveries – which some have been able to do already.
Itera is a tight community with strong bonds between colleagues across borders. Now is a moment when those bonds feel particularly close and have sparked personal engagement and compassion. Colleagues in Norway, Denmark and Slovakia have mobilized to offer accommodation for Ukrainian colleagues in their family homes.
Customer deliveries
Second to ensuring the safety of our employees, is securing our operations to deliver as normal as possible under the circumstances. A main action is the relocation of employees, where HR provides support in formal and practical processes: departure, transport, immigration, governmental formalities, accommodation and contact with the authorities.
We expect our deliveries from Ukraine to still be impacted the next few days. We work to be able to continue our operations as soon as our employees are safe, either they work from home or from relocated positions. We are always available for calls and questions and will continue to communicate at a predictable rhythm, Monday 28th at the latest.
We want to thank you for the support and compassion we experience in a difficult situation. It is heart-warming.
People first
Itera’s imperative focus is on securing our employees’ well-being, and the Itera management team across borders has their focused attention on them. All employees are advised to prioritise to take care of themselves and their families, and to inform their manager about where and how they are as soon as possible.
Customer deliveries
Second to ensuring the safety of our employees, is securing our operations to deliver as normal as possible under the circumstances. Our Business Continuity Plans document solid procedures and routines to ensure normal operations, provided that our employees are safe. No customer data is stored in Ukraine and our staff can work from anywhere when internet access is available.
Our Business Continuity Plans include several measures we will be able to implement quickly should the situation require it. Among them is the relocation of employees to other locations.
Even if our procedures are securing ongoing activities for the moment, we assume that our deliveries from Ukraine will be partially impacted a few days. Today we put safety and life as our first priority.
Communication
Efficient communication has been established with all affected customers, employees, the ICT industry, and other stakeholders, such as the Norwegian-Ukrainian Chamber of Commerce, which, like us, follows the situation very closely. The support and compassion we experience is heart-warming.
For more information or questions:
Bent Hammer, Chief Financial Officer | bent.hammer@itera.com | +47 982 15 497
Ole Morten Damlien, Chief Communication Officer | ole.morten.damlien@itera.com | +47 905 69 408