In the second blog in our series focusing on the Approved Contractor Scheme, we look closer into the criteria for service delivery and how workforce management software can help a business to successfully meet the standards specified.
In our last blog we discussed the SIA Guide and how it helps organisations to complete the ACS self-assessment workbook by providing additional explanation and examples for the accreditation requirements.
Section 2 of the guide focuses on service delivery and provides specific guidance for each indicator in the ACS workbook. By working closely with the UK security industry, we have identified how workforce management software can support the key operational requirements outlined in many of the criteria listed, highlighting the four key areas:
- Robust processes for service delivery
The guide states that an organisation providing security services, whatever its size, should provide clear, accurate and up to date assignment instructions for all contracts. Key service delivery processes must be understood by all and withstand proof of testing by third parties. “An SIA approved contractor has robust processes in place that ensure service delivery to its customers and stakeholders”.
In practice this means that when managing officers that are out on patrol, at customer sites or responding to call-outs, it’s vital that the central operations team has full visibility of who is where at any time. This includes recording proof of attendance, any special jobs carried out and site checks. Using workforce management software can support these operational tasks, including the storage of additional documentation such as completed electronic forms or photographic evidence.
With today’s technology, officers can be securely sent assignment details electronically via a phone app, they can book on and off and easily, send photos of job requests and updates once incidents are responded to or patrol tasks completed.
Live monitoring in the control room of officers’ locations and assignments provides an instant, real-time overview of how the business is performing each day. The control room can quickly identify where critical issues are occurring and respond effectively, ensuring that services meet agreed KPIs and customer SLAs. By highlighting exceptional events, such as late arrivals, missed check calls and incidents as they occur, the live view also enables proactive management to ensure each officer’s safety and wellbeing.
- Ensuring business continuity
These same features of the workforce management software also help to support the criteria listed in point 2.2.1 that; ‘There is a current and effective plan to ensure continuity of service delivery’. In this particular area the ACS standard is looking at how the organisation manages incidents and crisis within its business, focusing on the internal procedures rather than the handling of incidents at a customer site.
The ability to manage by exception, outlined earlier, is an efficient way to monitor service delivery and is a good example of how a security company might quickly respond to a situation that emerges. For example, there may be an outbreak of sickness, perhaps seasonal flu, resulting in a critical shortage of officers. Being able to find the most suitable replacement and dynamically change rosters, have visibility of all officer’s geographical locations to divert or change plans and notify them of new details immediately, ensures minimal impact on service delivery.
An additional example included in the guide is how a contractor stores key files and equipment to ensure business continuity in the event of disaster, such as a fire or flood. Using workforce management software ensures that all forms for audits, inspections and licence renewals are stored electronically. This not only provides physical security, it means that information is readily accessible for audits and compliance.
- Meeting customer requirements
Identifying and meeting customer requirements is a key pillar of the ACS accreditation. The ACS guide outlines the criteria required (2.3.1) to ensure an SIA approved contractor identifies and responds appropriately to what their customers require of a security service. This refers specifically to agreeing service level agreements and how performance is measured and reviewed.
Again, this is an area where workforce management software can help. Agreed assignment instructions can be identified in the contract that reflect the customer requirements. These operational duties can be stored centrally and automatically sent directly to officers, including any particular check details or safety processes, For example, inspections, audits, or safety equipment checks requested can be captured electronically and can include GPS location/time/date, a photo and signature capture.
All of the information recorded can be extracted and collated into reports which provide a detailed breakdown to customers of exact services delivered. A customer portal or dynamically routed emails, enable customers to view the details themselves and take any immediate action if required. For example, a repair to a broken gate or lock or overdue fire inspection that has been reported. In this way customers are assured that their specific security needs are met to pre-agreed service levels.
- Managing and reviewing SLAs
How service delivery is tracked and managed against contractual obligations in this way is also highlighted in the guide (2.3.3). Since customer requirements can vary considerably with particular site risks or liability issues, it is important that SLAs are clearly defined for each customer and mapped to services that are provided. There also need to be processes for regular reviews.
Workforce management software makes it easy to provide regular SLA reports and to highlight exceptional instances or additional services provided with documented evidence. This helps to prevent breach of contract and ensure continuing customer satisfaction.
If you would like to speak to a UK based workforce management software partner who can help you
meet the requirements of the ACS contractor scheme, why not call us or email on