Frequently Asked Questions (FAQ) – for DLL Partners

What is DLL’s approach to protecting people, vendors, customers, etc. at its offices?
We take our responsibility for the well-being of our employees, vendor partners and customers very seriously. That is why DLL has enacted a detailed business continuity plan focused on ensuring the health and safety of our employees and everyone present in our offices, while continuing to deliver the reliable service that you have come to expect from our company. We have implemented several measures to ensure our offices can remain “open for business” and continue to support your needs.

Further, a Coronavirus Crisis Management Team has been put into place with representatives from the DLL Executive Board, Human Resources, Operations, IT, Risk Management and Communications. The team meets daily to monitor this escalating public health crisis and determine additional actions to ensure the continued well-being of all our stakeholders and business operations.

Can customers and suppliers still visit DLL offices?
We are asking employees and customers to minimize ‘face to face’ meetings, and explore options to interact using remote collaboration tools such as live chat, phone or videoconferencing. At some DLL locations, and where allowed by law, we may ask visitors to provide a self-declaration that they have not been to any virus “hotspots” in the past 14 days, nor are they exhibiting any symptoms of illness. The local management will reserve the right to deny entry if they feel there is a risk to employees.

What measures will DLL take to address office locations in identified virus “hot-spots”?
To date, we have been very fortunate that the impact to our business operations has been limited. Our response to these local situations has been consistent and followed 7 distinct steps, which are outlined in a statement that can be found on page # 3 of this document.

What measures will DLL take if someone is confirmed at one of the company’s offices to be infected with Coronavirus?
This is among the decisions that will be made by DLL’s Coronavirus Crisis Management Team in collaboration with the DLL office’s local Management Team and the relevant local government and health services authorities. We will work closely with all parties to take the appropriate actions and all decisions and actions will be communicated with relevant stakeholders, as and when appropriate.

How will DLL deal with an impacted facility to ensure continued operation?
The scope and intensity of the impact to the office will determine the level of continuity planning that will be deployed. We have various options for ensuring continuity, including remote working or shifting work to other locations if remote work is not possible. This is among the considerations made by DLL’s Coronavirus Crisis Management Team alongside the local office’s Management Team and, as applicable, with local government and health authorities. Our decisions will always be made with the primary focus being on the health and safety of our employees, vendor partners and customers.

Is DLL cancelling participation in scheduled customer meetings, tradeshows and events?
DLL employees are no longer allowed to attend any large business meetings or professional events (attendance of 1,000 or more people). This step is being taken to minimize risk of exposure and the potential that employees return to their DLL office and infect their colleagues or customers.

Each DLL office location is evaluating upcoming customer events and making decisions for each event – whether to continue as scheduled, postpone or cancel – based on the location, local circumstances and local legal requirements. (In some countries, local governments have enacted bans on any large gatherings of more than 100 people). When decisions are made or actions are taken, they will be communicated to all relevant stakeholders.

DLL Handling of Affected Offices – for DLL Partners

DLL considers the well being of its employees and customers as a primary consideration in all decision making. We also recognize that our employees play a key role in the delivery of our products and services to our customers. To date, we have been very fortunate that the impact to our business operations by the spread of the Coronavirus (COVID-19) has been limited. Our response to these local situations (such as our office in Milan, Italy) has been consistent and followed 7 distinct steps:

1. Place an immediate ban on all DLL employee travel in/out of the DLL office in the affected location.
2. Out of an abundance of caution and with a focus on the well-being of our employees, determine if any other DLL employees have visited the affected location in the prior 14 days. Ask any impacted employees to work from home and refrain from travel until they have cleared a 14-day waiting period (as advised by World Health Organization) and shown no symptoms of illness. Even if asymptomatic, encourage the employees to schedule a medical check to confirm well-being.
3. Invoke remote / flexible working arrangements at the DLL office location in the affected area, seeking to minimize the number of employees who must commute to work, particularly on public transportation, so they can reduce the risk for potential infection. As the situation evolves, determine whether DLL should invoke a formal ban on work commute via public transportation.
4. Prohibit employees at the DLL office location in the affected area from having to have face to face meetings with customers, including customer visits to the office. As an alternative, encourage remote meeting options, including voice and video conferencing.
5. As necessary, take steps to have the DLL office location in the affected area thoroughly cleaned and disinfected. Further, make arrangements for face masks, hygienic gel or wipes or other preventive resources to be readily available for any DLL employees still working in the office.
6. Have the management team of the affected DLL office location review their Business Continuity Management (BCM) plan to prepare in the event the local situation escalates resulting in the restriction of movement for local employees and/or a formal office closure.
7. Raise awareness regarding the symptoms of Coronavirus (COVID-19) and encourage members to self- report and seek medical attention as necessary. Also raise awareness regarding health and hygiene precautions, which are published regularly on company communication channels to all members. See inset box below: