Remediation

Addressing The Obvious; Time, money and attitude determine the fixes for Y2K bugs

By Staff -- HOTELS Magazine, 5/1/1999

A hotel's ability to successfully achieve remediation

of Y2K issues depends upon the thoroughness of the system inventory

and testing processes put into action by the program management office. "Remediation

is just a reaction to a well thought-out process," says Y2K expert

Jeff Randolph, senior manager, real estate and hospitality consulting

practice, KPMG, New York. "If those steps [inventory, vendor due

diligence, and testing] are executed correctly, it will

be obvious what needs to be done."

A thorough assessment of vendor due diligence and scrupulous testing

of equipment and procedures will have identified the systems that need

attention. The problems will have been prioritized. It will be clear

what needs to be fixed, and the timeframe for repairs should be even

more apparent. But the method by which each individual remediation occurs

will depend on the nature of the problem and, to some extent, the personalities

and corporate culture directing the corrective process.

Three Possible Approaches

The most sure-fire method of remediation is often replacement, and

in some situations, replacement is the first-choice candidate for a

remediation solution. Many room access key card systems are non-compliant,

and because they are hardware-dependent, they are difficult, if not

impossible, to upgrade, Randolph says. So forward-thinking hoteliers

who were already anticipating the need for future replacement of aging

mechanisms such as outdated locking systems have opted to move their

plans up a few years, replacing the systems now to avoid potential millennial

complications.

Some types of systems, such as PMSs, CRSs, POSs

and other software solutions, have readily available upgrades. For

such systems, taking advantage of a vendor's due diligence program

is the most sensible, cost-effective solution. "Vendors typically absolve themselves

from responsibility," Randolph says. "The best responses have

been conditional." But if a hotel determines a system is non-compliant,

good business practices will dictate that a vendor assist

the hotel with remediation efforts if at all possible. To keep a client,

software developers will attempt to guarantee that they have the best--and

that means a Y2K-compliant--product on the market. Hence, many vendors

have developed Y2K bug-crushing upgrades for their software packages.

If upgrades are available, installing them may be the simplest, most

cost-effective remediation. Testing is still an issue, but it is one

the vendor is likely to have addressed.

For other systems, upgrades are not available. Either they are not

possible, or they haven't been developed--and they won't be in time

for the new millennium. This drives owners to develop crafty solutions

for working around the problem. Work-around solutions serve only as

temporary alternatives until lasting remediation is achieved. Locking

systems and software programs can be tricked, turned back a few years

so they continue to function. If the clock can't be turned back, contingency

plans such as posting fire watches and security guards rather than relying

on technological systems can be instituted. No matter what work-around

solution the owner employs, from the most sophisticated to the most

remedial, testing is required to make sure the temporary fix will hold

for the desired length of time.

The Ultimate Decision-makers

The way a hotelier solves Y2K problems depends

largely upon the owner's aversion to risk and willingness to spend

money to invest in costly options that guarantee more certain success,

Randolph says. Some owners value the security provided by replacement.

Their nerves will be assuaged only when a modern, pre-tested system

is installed. Some hoteliers are satisfied with system upgrades. Others

are willing--or are forced by time or parts and labor constraints--to

work around problems, creating quick-fix solutions until upgrades

or replacements are possible. The ultimate remedy depends on the level

of the owner's "willingness

to accept inconvenience," Randolph says.

And, it depends on time and money. The prohibitive

cost of replacing a system with dubious integrity may force a hotelier

to opt for a work-around solution. The emerging shortage of parts

and technicians will limit an owner's ability to upgrade or replace. "At this point," Randolph

says, "failure to budget and act in a quick fashion determine the

steps to remediation."