Out with the old and in with the new.
That’s probably the best way to describe Securiplan’s ‘master strategy’ over the last three years or so, during which time the GB pound 30 million plus-turnover guarding supplier has introduced an open book-style approach to managing its business. Based around Internet and Extranet technology, such an approach – in operation since last May (see ‘Open book’, SMT, May 2000, pp38-40 – was something of a revelation in the security sector. So how does it operate – and how, exactly, is it faring in the real world? In essence, Securiplan’s desire is for openness, visibility and transparency in all of its business dealings, with the ultimate aim of controlling the service level between both its clients and the company’s 1,600-strong ‘guarding force’.
New IT systems were installed. Via an Extranet, clients are now able to view all of the information that relates to their own guarding contract at the click of a mouse. This includes budgetary information and rostering (so that clients can check guards are where they are supposed to be).
Meantime, an Intranet set-up allows guards themselves to access and deal with issues pertaining to them. Payslips can be checked and/or queried online, and requests for uniforms dealt with. Guards might even complete some valuable training during a night shift, or book their holidays online. At a time convenient for them.
In real terms, this 24-hour, bespoke service means means that the company’s clients can raise – and view the progress of – contract queries as they are assigned, actioned and resolved. On a daily basis, clients are also able to check contract status and compare budgeted figures and overall performance against actual costs.
Service level agreements
The driving forces behind the new strategy – managing director John Malcolm, finance and IT director Phillip Ullmann and sales director Paul Collis – have also taken Securiplan into new Service Level Agreements (whereby profit margins on contracts are disclosed to clients like Thames Water and EWS International).
In what is best described as an open book approach, all costs including pay rates and National Insurance details are freely accessible.
As far as Securiplan is concerned, all the time and "seven figure" investment in this new approach has been a great success. "Our guards have found the system to be a revelation," says John Malcolm. "One thing they hate more than anything is receiving the wrong pay. Now that they can clear up queries online, there’s only been about 15 or 16 mistakes on individual payslips in the last eight months." That’s not bad at all, and is bolstered still further by Malcolm’s commitment to a Securiplan ‘Guard’s Charter’ which is being drawn up for implementation in the near future.
"There is a definite link between training and staff retention," adds Malcolm. "Our online system includes a 20-question ‘test’ for officers that allows them to learn more about the specific site they’re guarding and how they should approach their duties." In turn, guards have to check-in for work online, so if they’re regularly late Securiplan’s managers will know and can react.
Derek Morton is the Securiplan site manager for Guinness-UDV in west London. He regularly uses the Extranet to look at rosters for his team of 12 guards and check for any problems. "Instead of pestering the control centre about holiday cover and extra duties I can resolve the problems myself," says Morton. "I can also check every invoice before they’re sent to the client. This makes certain there’ll be no overcharging." What the clients say
Everyone at Securiplan seems to be happy, then, but what about the clients? Clive Bass, national terminals manager for EWS International’s freight transport, told SMT that the current set-up is helping no end with security management of EWS’ nine sites and the 75 guards who protect them.
"Since the officers have to make check calls to the core control centre in Hillingdon, we’ve found that there’s an automatic response if a call is missed," claims Bass. "This is particularly valuable for a lone officer on the night shift, offering a valuable back-up service for the guard’s own safety, and that of the site." John Malcolm is bullish about the future. "The way we are operating will transform this industry, an industry where half of its problems are caused by poor communication. What we are talking about is providing customised client and staff information on a one-to-one basis." This appears to be one open book that’s well worth a glance.
