Introduction: Future-Proofing Essential City Services
A Business Continuity Management System (BCMS) is essential for municipalities striving to maintain core operations during disruptions — from cyberattacks and natural disasters to infrastructure failures. Recognizing this need, the City of Waukegan, Illinois, located in the northern suburbs of Chicago, took proactive steps to strengthen its ability to deliver critical services, no matter the challenge.
With a population nearing 90,000 and a broad range of public services to maintain, Waukegan set out to implement a citywide BCMS that would ensure continuity of operations across all departments — before a disruption forced their hand.
Waukegan’s leadership understood that operational resilience isn’t just about reacting to crises; it’s about building sustainable systems that keep essential services running reliably.
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The Challenge: Ensuring Operational Continuity Across Departments
Like many local governments, Waukegan had department-level procedures in place but lacked a unified citywide framework for continuity. Their aim was to proactively align city functions under a single Business Continuity Management System (BCMS) to better serve their residents and meet growing expectations for preparedness and coordination.
Key concerns included:
- Maintaining high-quality services during emergencies
- Enhancing cross-departmental coordination
- Developing continuity plans that could be tested and improved over time
Waukegan wasn’t responding to a recent event — they were preparing for whatever came next.
Our Approach: A Whole-of-Government BCMS Strategy
We partnered with the City of Waukegan to design and implement a comprehensive BCMS aligned with ISO 22301 standards. The effort engaged every city department — from police, fire, and animal control to public works and risk management — ensuring the system reflected the full scope of municipal operations.
Policy Interviews and Department Engagement
We began by conducting collaborative interviews with department heads and key personnel to identify essential services, critical functions, and interdependencies. These discussions provided the foundation for continuity planning that was tailored, practical, and actionable.
Process Mapping and Business Impact Analysis (BIA)
Next, we facilitated a citywide effort to map key processes across departments. These visual workflows helped uncover hidden dependencies and revealed the potential operational impact of various disruption scenarios. The process mapping and accompanying Business Impact Analysis (BIA) allowed departments to prioritize continuity strategies based on real data.
Continuity Planning and Tabletop Simulation
With insights in hand, we worked alongside city leaders to develop Continuity of Operations Plans (COOPs) that outlined how each department would respond to and recover from disruptions. To validate these plans and enhance citywide readiness, we concluded the engagement with a full-scale tabletop simulation. This exercise brought together stakeholders from across the organization to walk through a realistic disruption scenario and test their collective response.
The Outcome: A Stronger, More Resilient Municipality
By the end of the project, Waukegan had implemented a fully integrated BCMS grounded in international best practices. The city now has a tested framework for sustaining operations, improving interdepartmental coordination, and continuously refining its approach to resilience.
“We were extremely pleased with the in-depth knowledge of applicable statutes and appreciated the flexibility when working with the differing timelines of each department.”
— Risk Management Department, City of Waukegan
Lessons Learned
Proactivity Builds Resilience
Waukegan’s investment in preparedness — even without a recent incident — demonstrates that foresight is a critical part of effective municipal leadership.
Engagement Across Departments is Essential
By involving every department, the city built a continuity system that is practical, coordinated, and well-understood across the organization.
Planning is Only the Beginning
Through realistic testing and continuous improvement, Waukegan laid the foundation for lasting operational resilience.
Is Your Municipality Ready?
If your city or county is looking to enhance its ability to maintain services during crises, developing a Business Continuity Management System is a strategic and forward-thinking step.
Frequently Asked Questions (FAQs)
1. What’s the difference between a BCMS and a disaster recovery plan?
A disaster recovery plan focuses primarily on IT systems. A BCMS addresses all aspects of municipal operations, including people, processes, facilities, and communications.
2. How long does it take to implement a BCMS?
Most municipalities can implement a phased BCMS over 3–6 months depending on scope and department availability.
3. Is ISO 22301 certification required?
Certification isn’t mandatory, but aligning with ISO 22301 gives structure, credibility, and long-term value — especially for audits and internal reviews.
4. Do smaller departments like Animal Control need continuity plans?
Yes. Every municipal function plays a role in service delivery. Continuity planning for all departments ensures citywide resilience during disruptions.
5. Can you help with future updates and training?
Absolutely. We support municipalities with annual BCMS reviews, refresher training, and follow-up simulations to keep systems current and effective.