Corporate ...on call

Security management today (SMT):

T-Mobile is one of the foremost telecommunications providers in the UK. To maintain that position is a huge responsibility for you and your team, Brian. What are the issues you need to address in order to attain your goal?

Brian McBride (BM): “What really keeps me awake at night is the viability of the UK’s mobile marketplace. As I’m sure you are well aware, there are four major UK mobile operators and we each command between 23% and 25% of that market. Good news for customers, whether they’re in the business sector or the domestic realm, but it necessarily means that we are under increasing pressure to improve our services, keep our customers happy and maintain growth levels.

“It follows from this that anything which could damage our service, upset our client base or harm our reputation will always keep me awake at night. I rely on my team of security professionals to make sure that I sleep well!

“Our market is global, our customer use is global and it is 24/7. We can never allow our guard to drop. Whether that be our guard on the door, our guard on our systems or our guard that’s concerned with protecting the company’s people and assets.”

SMT: What are your general perspectives on the private security industry? Are there any parallels to be drawn with telecommunications?

BM: “Over the years I have come to realise just how deeply involved the mobile phone industry really is with the security sector, and the profession of security management at large. How many security officers, security managers, consultants and installers – and, indeed, members of the police and emergency services – carry and use a mobile phone?

“Within your industry sector, I strongly suspect the mobile devices employed are instruments that improve management efficiency, cost, response and, perhaps most important of all, offer a lifeline to those in distress or need.

“We help our customers in many other ways, from locating dropped 999 calls through to the mass texting to all customers known to have been roaming across those areas affected by a disaster such as the Asian Tsunami. During other events, such as the recent London bombings, our customers will rightly expect to be able to use their mobile phones by way of reassuring loved ones that they are OK.

“Given that we operate in such a competitive environment, it is essential for us to prevent any incident that would affect our ability to deliver network services to our customers, and which might also affect our brand image. Reputational risk is a big issue. It is also every bit as critical that we are able to recover very quickly from any incident that may occur.

“In today’s world of instant communications around the globe on a 24/7 basis, there is an ever-increasing expectation and dependence on the services we provide. We know that, for many customers, the loss of their phone service can be both irritating and costly. Last November, a major mobile phone mast near Peterborough was severely damaged by vandalism. The incident, which was probably caused by young children or teenagers, affected over 50,000 of our business and domestic customers. Other networks shared the same mast and were also affected.

“For our part, we implemented our disaster recovery plans immediately. Equipment was drawn from across Europe to achieve restored services within two days.”

SMT: It would appear that vandalism is one of the major security risks, then?

BM: “Yes indeed. T-Mobile operates over 8,000 mast sites across the UK. We recognise that those masts are not always very popular with local communities. In addition, many of our mast sites are in isolated locations near to farms and woodland. This makes them vulnerable for a variety of reasons.

“Many others are located on inner city rooftops where the dangers are much greater and more varied. Here there are drug dealers, gang wars over ‘turf’, pirate radio station operators and unhappy residents. T-Mobile’s field operations engineers have to face these hazards on a daily basis.”

SMT: Statistics reproduced in the national media of late would appear to suggest that theft of mobile phones from both the individual and retail outlets is on the rise. What are your views on this, Brian?

BM: “All of the main retailers have been affected by this issue. That is why it has been so refreshing to see strong co-operation emerging between the security and loss prevention departments of the leading companies. Preventing the theft of mobile products is best achieved as part of a joined-up approach to the problem.

“Regarding theft from the individual, it’s fair to say this has reduced over the past year. Alongside the other UK operators, T-Mobile has invested in a Central Equipment Identity Register which ensures that handsets stolen in the UK will not function on any UK network.

“Interestingly, I know full well that a number of security managers involved in reducing the severity of this problem are members of The Security Institute, an organisation that you regularly feature in the pages of Security Management Today. That fact alone clearly demonstrates to me the true value of the professional security expert.”

SMT: What about the vexed issue of fraud and attempted fraud, Brian? Surely that must link-in with possible attacks on your IT networks as well?

BM: “We have to deal with hundreds of serious frauds or attempted frauds every day. These range from credit card frauds to false identity contract applications and the non-payment of bills. As is common with such frauds, the majority of these cases are dealt with internally by T-Mobile’s Fraud Team. Unfortunately, fraud against the industry is on the rise. The much-publicised increase in identity theft and the general increase in bad debt among UK consumers is undoubtedly having an impact.

“As a major high-tech business we also face attacks on our IT systems. The combination of the data available on the T-Mobile network and the difficulties involved in protecting the data securely can make information systems vulnerable to attack.

“Furthermore, many of T-Mobile’s services require direct access to and from the Internet. Like many similar companies we face a constant barrage of web-based attacks.”

SMT: IP-based technologies are beginning to pervade the security sector. What role are they playing in your business and its overall security strategy?

BM: “Given the deployment of GPRS, 3G and wireless LAN networks, IP-based technology is rapidly becoming the standard for our internal operational networks, as well as our customers’ access to T-Mobile’s networks. Therefore, a serious commitment to IT security at T-Mobile is not only important but makes good business sense.

“One recent study of UK companies shows that those who had experienced a security breach were privy to a 47% attrition rate in their business-to-business sector. Consequently, proactive prevention processes and technologies to combat both internal and external attacks have increasingly become a commercial necessity.

“On the other hand, our links back into the security world are also significant. It is interesting to note that, until very recently, the mobile phone was Public Enemy Number 1. Mobiles were seemingly shouldering the blame for almost any crime committed in the UK. Obviously, headlines in the national press proclaiming: ‘Mobile phones lead to rise in street crime’ and ‘Schoolgirl mugged for her mobile’ are far from being good PR.

T-Mobile recognises the vast potential for mobile technology within the future of the security industry. GSM voice and data devices are already essential tools for security professionals but now, with GPRS and 3G, we can see new and very exciting ways to improve security systems for business and domestic users

Brian McBride, managing Director, T-Mobile (UK)

“As an industry, we have responded to the Government and the police service, spending a great deal of money and devoting many resources to introducing measures that make the theft of mobile phones a pointless crime as any stolen phones are blacklisted by all of the current mobile networks.

“Then there is the 24/7 assistance we offer to the police service and a host of other law enforcement agencies when they are battling to help locate attempted suicides, the victims of kidnap and abductions and missing or vulnerable people in the community.”

SMT: Security is very obviously a major issue for T-Mobile, Brian, and it is refreshing to see the managing director of a blue chip corporate concern taking such an active interest in the discipline. How have you worked with your Security Management and Loss Prevention Teams to cover every angle and threat?

BM: “There are different departments and they are each focused within different directorates. For example, my Fraud and Investigations Team sits within the Finance Directorate. My IT and Network Security Teams sit within the Technology Directorate.

“Responsibility for physical security, protecting people, buildings and assets rests within the Facilities Management Department, and the Loss Prevention Team sits within our own T-Mobile Direct organisation. We don’t have a chief security officer role here.”

SMT: It’s surprising that you don’t employ a chief security officer or overall director of security, Brian. Obviously, the structure you have adopted to deal with security issues works for you...

BM: “Yes, it does. I’m not advocating that this should be the blueprint for every other industry when I say that, but it does work for us. The teams sit where the relevant budget sits, and where decisions are made. They can each focus on service delivery, and are located at the heart of their areas of responsibility. They don’t work in isolation. All are part of my Security Management Committee. Integration of security is their main priority.

“We expect all of our managers to be the top professionals in their field. If I have a problem today, then I will want it fixed by tomorrow.

“What is critical is that we employ ‘the best to achieve the best’. To this end, I’m immensely proud and pleased to see that T-Mobile’s corporate security manager Doug Cook was nominated for this year’s Security Excellence Awards in the category of Best Security Manager of the Year.”

SMT: There are many, many company directors in this country who persist in supporting the arcane view that security is a drain on the bottom line. They don’t believe it contributes to the business, which is why any spend on security is viewed as a grudge purchase. What’s your position on this?

BM: “Given that I’m a Scotsman, I suspect you would be waiting for me to talk about financial discipline, saving money, minimising costs and eliminating waste!

“Let me say this… It is essential that all of my managers – and, in particular, my security managers – understand the numbers that drive our business. Financial discipline and commercial awareness are so entwined with risk management, brand protection and security solutions. Although I most certainly do not view my spend on security as a grudge purchase, there can be no open cheque book.

“Within T-Mobile I’m known as ‘Frugal McDougal’ because of the close eye I keep on costs. I don’t believe that to be a bad trait at all, particularly so in the current climate. I know that all of my security managers understand me and my perspectives on the business, and that they can see the end game.”

SMT: Cost has been a major factor in discussions surrounding the Private Security Industry Act 2001, and the subsequent licensing of thousands of security personnel. As an end user of contract manned security services, how do you view Government regulation and its eventual outcome?

BM: “As you rightly state, T-Mobile is a significant user of contracted security services right across the UK. All of my critical sites will deploy security officers as part of the overall security design solution. I already use a first class contractor to provide those services, and within all the contracts we sign we are at pains to encourage security officer training and career development.

“In addition, we pay the appropriate regional rates, and work hard to integrate each security officer into our company ethics, our culture and our guiding principles. We value them.

“Estimates suggest that the direct cost of an officer’s licence is somewhere in the region of £600. If passed on to me as a client, that would equate to a cost of £70,000. Further estimates would have me believe that salary rates and assorted differentials may increase by 10%-15%. That would cost me about £400,000. Licensing will also lead to staff churn. That could place my networks at risk, adding to costs as we fund and train replacements.

“On numerous occasions I have heard it said that businesses must change their attitude towards security. You intimated as much in your previous question. The script says that we should see value instead of price. That a security officer must have a career and belong to a profession, not just a job.

“We have always adhered to these principles, but the fact of the matter is that we are still going to face an increased risk and a possible operational expenditure increase of £500,000 per annum. I must ask: ‘What am I going to receive for this increase in spend?’

“Will the all-new, licensed security officer be more productive? Will they be more proficient? Will they make me sleep easier at night? Sadly, I do not think so.”

SMT: What does the future hold for mobile technology, Brian, and how might the latest developments be applied to the security sector in order that end users may benefit as a result?

BM: “I recognise and see the vast potential for mobile technology within the future of the security industry. GSM voice and data devices are already essential tools for security professionals but now, on GPRS and 3G, we can see new and very exciting ways to improve security systems for end users.

“We want to be in the security market to help end users make that happen. We want to understand their needs and not just meet them, but exceed them.

“Consider the possibilities of mobile security systems that are easily deployable. Access control systems, intruder alarms and even live CCTV streaming. The systems can be mobile, perhaps installed in vehicles or at locations where fixed lines are impossible. They can terminate at fixed points or be viewed and controlled from the palm of your hand almost anywhere in the world. True mobile security with confidence.

“I’m really enthused by these new innovations, all of which are hugely exciting. I hope that I will have the chance to tell Security Management Today’s readers much more about them in due course.”