As winner of the Best Guarding Company category in the prestigious 2001 Security Excellence Awards, Galago is proving that integrated security is a deliverable reality rather than a pipe dream. We talk to Galago's Neil Barron about bespoke solutions for the end user.
Strong commitment to a heritage of professionalism and quality has helped Croydon-based manned guarding contractor Galago cement its position as one of the most highly respected solutions providers in the business.

Offering a range of contractual services covering all security requirements – from the guarding of military establishments through to reception duties for a host of blue chip clients – the company feels that one of the key elements in establishing client partnerships is the "personal and proactive supervision of all contracts by highly-experienced operational management."

Such a philosophy will be sweet music to end users' ears. Indeed, Galago's management team – headed up by managing director Bill Philps ('Life in the fast lane', SMT, November 2001, pp24-26) – is keen to stress the importance of regular meetings with its clients, whereupon reappraisals of existing service delivery help to ensure that the most exacting standards are achieved at all stages of a given contract.

To deliver on that promise, Galago – a member of the OCS Group of companies – has set up a strategic network of regional support centres together with a centralised communications centre for round-the-clock attention to any contract.

In this way, all kinds of security requirements may be satisfied – from projects (managing and providing security and crowd control at large-scale exhibitions and sporting events is a particular specialism) through to corporate services (a 'one number, one manager' contact and co-ordinator is offered for multi-site and national accounts) and 'pure' security (a fully-integrated security solution tailored by a team of experts to suit the end user's specific needs).

The path to integration
For many in the security industry, the notion of truly integrated security services has long been seen as something of a Holy Grail. When you stop and think, though, what could possibly make more sense than providing customers with every conceivable security service from a single source?

That's the very reason why Galago decided on a complete corporate re-structuring and re-branding late last year, pulling together its manned services (formerly Centuryan Security Personnel) and systems (City Security System) divisions under the one umbrella. The old brand names have gone, and Galago is the end result.

Initiated by Bill Philps, this has turned out to be a fortuitous move. At a stroke, the management and sales structures were 'merged' – thereby eliminating much of the delays, complications and frustrations that can be part and parcel of the referrals procedure.

Galago's sales and marketing director Neil Barron believes that true integration means a fundamental shift in emphasis to one which puts focused management techniques at the heart of the business.

"Integration is not about tinkering around the edges of a client's security needs," said Barron. "It's about providing an holistic solution from top to bottom. Good security services alone are not enough if the customer is forced to endure a frustrating, complex and time-consuming rigmarole to realise them."

In short, Barron is adamant that end users with complex security needs embracing both manned guarding – Galago has some 2,500 dedicated officers on its books – and electronic systems want to deal with a single source. One set of dedicated professionals with expertise across all security and related disciplines who can provide complete solutions to match a list of specific needs.

Client-facing management teams
Of course, it's one thing for a guarding contractor to declare itself an integrated solutions provider, and quite another to deliver on that promise.

There are fundamental factors that must be firmly in place if integrated security is to be anything more than a corporate fantasy. Key to its provision is a realisation that the client-facing management team deployed by the contractor has to think and behave as a single unit, despite the fact that their fields of expertise and experience may be markedly different.

"That's the beauty of a truly integrated approach to client requirements," added Barron. "The mix of skills and experience under one roof creates a potent resource which our customers can then access at will. There is no need to refer them to specialist divisions here, there and everywhere. All the answers they need are in one place."

What do customers really think of an integrated approach, though? As long as they are privy to some form of security that works at a reasonable price, do they really care how it's delivered?

The answer, it seems, is a resounding 'yes'. In Barron's eyes, end users recognise a good idea when they see one.

"Feedback from customers to our new, holistic approach has been excellent," stressed Barron. "There's little doubt that they are fully in favour of the single-source option."

One such client is Mike Killoran at the Princes Quay Shopping Centre in Kingston-upon-Hull. Let's see what he has to say on the matter...

Source

SMT