Talking about an IT revolution

Supporting the manned element is an ever-increasing array of technological developments that are making the job of guarding more effective for the customer, more efficient for the contractors and – perhaps most important of all – more rewarding for the officers.

In the good old days, the definition of a security solution never really extended much beyond deciding how many officers would be needed to provide adequate cover. Today, responsible security companies will look at the wider aspects of integrated security – such as risk auditing, CCTV and alarm response – in order to build a tailored package.

Once up-and-running, there are now a range of technical 'tools' that make the task of managing security assignments more efficient. Take, for example, the management of staff. Our research has shown that around 60% of our officers are online or can access the Internet. With thousands of officers to manage, the opportunities for Internet technology to improve staff communication are clear.

At Securicor Security, for example, we're currently investing in systems that will deal with officer rostering, training schedules, issuing and replacing uniforms and a host of other human resources-related concerns in an online environment.

Officers will soon be able to verify exactly when they are due to work, book time off, change their uniforms and check on a host of payroll issues from any PC. As well as improving our own efficiency as a company, the system should strengthen relationships with our customers – as it gradually shifts responsibility away from them and on to us.

The way in which we actually provide manned guarding services is also changing thanks to new technology. For instance, we now operate a system to collect and process payroll data from remote buttons and torches on a customer's site. This data is uploaded daily onto a central database and reports sent to the customer via e-mail.

Soon – by way of online patrol software on a secure Extranet facility – in-house security managers will be able to log-on at any time, night or day, to catch up on every detail concerning their guarding contract.

Maintaining the client relationship
Equally important for any contractor is managing the relationship with its clients. Internet technology is playing an increasingly important role here, too – particularly in the area of management information.

For instance, at Securicor Security we are currently trialling a dedicated Operations Management System with one of our major retail customers. The system provides information on service delivery, performance in comparison with defined Service Level Agreements and client billing via a secure Extranet connection.

The value of new technology has an impact the moment the contractor sits down with the client to define the parameters of a security assignment. Using specialist security survey software, they can tailor security solutions to precisely match end user requ

In particular, this facility will allow customers – and, ultimately, our officers – to raise specific actions and requests online. It also allows both our client base and our own management teams to access all information on an assignment at the touch of a button.

Of late, we've also been working on rebuilding Signet – our main operational system – to suit our clients. Once completed, the system will provide key management information and key performance indicator reports (such as arrests and losses in retail security) to both management and customers.

Security companies should be aware that, above all else, new technology can be used to make their clients' lives easier, and their business activities more efficient.

With this in mind, we are beginning to develop systems for more flexible invoicing – so that we can charge customers by unit, by contract or by individual services. The next logical step will be to investigate billing and payment transfers available online. This will cut down on paperwork and increase efficiency. We're also investing in a central customer relationship management system, designed to ensure that client needs are understood and effectively managed right across the company.

The way forward for guarding
So what's the next step for the manned guarding industry? With constant developments in portable technology, and the mobile nature of the business, we can expect to see developments in hand-held technological systems. We're currently testing a service to make rostering systems available electronically direct to palmtop computers. This will be a major breakthrough for security in industries such as the national rail network, where contracts can cover a wide geographical area.

Very soon, access to management information such as this could be available to managers at any time anywhere in the world via their palmtop computers.

Smarter rostering systems are also being developed. At present, we're testing a new resource management system that's linked to airline schedules. We'll shortly be able to link this to our own rostering system to precisely manage the number of staff we need at an airport at any one time.

All of these developments have one thing in common. Whether it's management information delivered to your desktop or holiday rotas for security officers, the systems being put in place are focused on delivering increased efficiency and enhanced service for the customer.