How to Build an Incident Response Plan: Preparing for the Unexpected in Critical Public Services

In the evolving digital landscape of public service, local organizations are increasingly exposed to a variety of risks—from cyberattacks to ransomware to natural disasters.

Whether it's a security breach, a system outage, or an unexpected natural disaster, the ability to respond quickly and effectively can mean the difference between a minor setback and a full-blown, costly disaster. 

Why Are Incident Response Plans Crucial for the Public Sector?

As you likely know, public sector organizations, such as local and state government, first responders, and education, are responsible for delivering essential services that impact the lives of the general public every day.

Public service often involves the handling of sensitive data, coordination of critical activities, and even maintaining public safety. When a security breach or cyberattack happens, it not only disrupts the organization itself but also the people that org serves.

Operational failures and breaches can not only disrupt the lives of countless people, large-scale disruptions also undermine the trust of the public well beyond the time taken to implement a fix.

This is where incident response plans come in.

What is an Incident Response Plan?

An Incident Response Plan (IRP), also known as a Disaster Recovery Plan, is designed to provide a structured approach to handling unexpected events, from virtual incidents to physical events like natural disasters, in a way that promotes a proactive response, minimizes damage and guides a swift recovery.

Without an Incident Response Plan, public sector organizations may struggle to respond effectively to an incident, leading to prolonged outages, compromised data, and a costly recovery.

In addition to the practical benefits of IRPs, public sector organizations are often required to have one in place for regulatory compliance. IRPs help to ensure you stay compliant even when the unexpected happens.

For instance, public services that handle sensitive citizen data must adhere to data protection regulations like GDPR or HIPAA, which mandate that these organizations have appropriate response plans in place for data breaches. 

Key Components of an Effective Incident Response Plan

To put it simply, an effective Incident Response Plan ensures your organization is ready to respond to a wide range of incidents in a coordinated and efficient manner.

While the specifics of each IRP will shift depending on the organization itself, there are several key components that every plan should include: 

Clear Roles and Responsibilities 

One of the first steps in an incident response is assigning accountabilities to team members for various parts of your Incident Response Plan.

A great IRP should define clear roles for each team member or specialist involved, from initial responders to decision-makers and technical teams. This cuts back on time and allows your team to spring into action right away during a crisis. 

In a typical IRP, roles should include: 

• Incident Response Team (IRT): The group of individuals responsible for managing the response to the incident. 

• Communications Team: Ensures clear communication with internal and external stakeholders, including the public, government bodies, and the media. 

• Technical Team: Manages the technical response, such as containment, eradication, and recovery. 

• Legal and Compliance Team: Ensures the response aligns with legal and compliance requirements and make sure appropriate notifications are made to relevant regulators and any affected individuals. 

Incident Identification and Classification 

Not all incidents are the same. That's why it's important for your organization to have a system in place for identifying and classifying incidents.

If a team is able to quickly determine the severity of an event, organizations can move into the response phase right away, ensuring resources are allocated effectively and efficiently. 

For example, a minor data leak might only require a localized response, while a full-scale cyberattack on public infrastructure could trigger a much larger, coordinated effort across various agencies. 

Communication Protocols 

To say communication is critical during a disaster incident is an understatement.

Not only do internal teams need to stay informed and aligned, but external stakeholders—public, partners, regulatory bodies—also need timely, well-communicated updates. 

Your Incident Response Plan should include communication protocols that specify who receives updates, what information needs to be shared, and how often updates will go out. It’s important to remain transparent, timely, and accurate to maintain public trust and reduce misinformation. 

Additionally, the plan should detail how public-facing communications (such as press releases or social media posts) will be handled to ensure that the public receives the right information at the right time. 

Containment, Eradication, and Recovery 

Once the incident is identified, it's time for the remediation and recovery phase of your plan. For cybersecurity incidents, this may involve isolating compromised systems or shutting down parts of the network. This is called containment.

After containment, the next step is eradication—removing the threat entirely from the system. This action could involve running security scans, patching vulnerabilities, or cleaning up malicious files. 

Finally, recovery is the process of restoring systems and services to normal operations. Depending on the nature of the incident, recovery may involve restoring data from backups, rebuilding systems, or implementing new security measures to prevent a recurrence. 

Post-Incident Analysis and Reporting

Although the threat is neutralized and systems are restored, the plan is still not yet finished! Following incident recovery, it's crucial for your organization to conduct a thorough post-incident analysis.

A post-incident analysis should generally contain the following:

• How the incident was handled
• What went well
• Areas for improvement.
• Lessons learned and notes for future incidents

Depending on the severity of the incident, organizations may be required to report to regulatory authorities, affected parties, and other stakeholders. 

Proactive over Reactive: How to Prepare for the Unexpected

While Incident Response Plans are essential, preparation and continual education are key to ensuring that the plan is actually effective when needed.

Public sector organizations can take several steps to ensure they are ready for unexpected incidents: 

Regular Training and Drills 

Your staff is often the first line of defense for cyber threats. It's crucial to review the Incident Response Plan with your team, regularly train staff, and encourage ongoing education on emerging threats.

This means regularly conducting incident response drills to simulate real-world scenarios. These drills should involve all relevant teams and focus on testing the plan’s procedures, communication channels, and technical capabilities. 

By practicing responses to various incidents—such as cyberattacks, natural disasters, or system outages—organizations can identify potential gaps in their plans and address them before a real emergency arises. 

Collaborate with External Partners 

For sectors that serve the public, many incidents may require collaboration with external stakeholders, such as law enforcement, emergency responders, or other government agencies. It’s important to establish relationships and communication protocols with these partners alongside your internal plan.

By working with external experts, your organization can feel confident about the necessary support and resources needed during a crisis.

Maintain Up-to-Date Technology and Infrastructure 

In many cases, technology failures can trigger incidents.  Continuing to work on outdated systems and hardware leaves you open to security vulnerabilities and downtime.

It’s essential for public sector organizations to maintain secure, up-to-date systems and infrastructure to prevent incidents from occurring in the first place. 

Incident Response Plans with the Experts at Sourcepass GOV

In the face of increasingly complex threats, having a strong incident response strategy isn't just a matter of efficiency; it’s a matter of public trust and safety.

By prioritizing preparedness and continuously refining response plans, public sector organizations can ensure they are ready for anything that comes their way. 

Need some guidance for your Disaster Recovery Plan? Contact Sourcepass GOV today to speak to a security exert!