In the sixth blog of the series on the SIA Approved Contractor Scheme (ACS), we take a closer look at Resource Management, Criterion 5 in the guide. Paul Ridden discusses how workforce management software can support a security company providing the right technical resources to manage daily operations, meet SLAs and ensure data protection and compliance.
Following on from our previous blogs reviewing requirements for the SIA ACS scheme, Criterion 5 of the handbook focuses entirely on a company’s use of technical resources “to sustain its business and meet the relevant industry standards”.
The ACS standard requires that the security company has the right information systems across the business to manage daily operations, equipment and measure performance. These are all key elements that workforce management software can support as an integral part of a company’s systems and processes.
We have identified three discrete areas where an investment in resources with software can immediately have an impact on business efficiency.
Secure, easy to access documents
Criteria 5.1.1 refers to ‘Relevant versions of documents are available at the point of use’. This particular aspect in the guide outlines how an organisation manages records and information, both in terms of physical security and data protection and GDPR compliance.
Part of a workforce management solution, an app on an employee’s mobile or tablet enables information to be sent electronically for each job directly to officers. This might include assignment instructions (AIs) and standard operating procedures (SOPs) for each site. Electronic forms can also guide them step-by step through on-site inspections, helping to ensure consistency and accuracy of the data collected.
As an example, County Security sends all risk assessments, site information and shift plans to its officers using an app. Using a real-time system also enables faster response. The control room has full visibility of all officer locations which enables them to send the nearest driver to attend an alarm response call. This saves time, helping both to meet key KPIs and is a more efficient use of vehicle and fuel resources.
Sending and storing documents electronically mitigates the risk of lost or stolen paperwork, important if sensitive security information is detailed. This protects both the client’s building or site and ensures that the security company is taking the necessary protection precautions.
The more comprehensive workforce management platforms are able to streamline the vetting and onboarding of staff, providing a consistent, approved process to follow. This ensures thorough background checks are undertaken to meet the necessary standards (including BS7858).
Using software for such processes helps compliance with regulations such as 10-year working history, DBS checks, right to work, GDPR and to meet contractual expectations of new and existing clients. These particular aspects are included in Criterion 5.1.2, which requires “minimising paper records and GDPR compliance” on the handling of and protection of data.
Service delivery is what matters
One of the overarching premises of the ACS standards is to help security businesses manage service delivery efficiently for success. Criterion 5.2.4 specifically refers to “service delivery to customers and safety for staff are improved by investment in technology.”
You may have the most qualified officers, smart control room and state of the art vehicles, but meeting SLAs consistently and profitably is key for business viability. There is no doubt that workforce management software supports staff in carrying out their duties safely and to a high standard. It can provide real-time visibility of officer locations that enables a swift response to ensure both employee welfare and seamless service to deliver on contractual obligations.
Another security service provider has used workforce management software to automate check calls during the night shift. Previously, the company’s control room operators carried out manual check calls which took up to 40 minutes, leaving only 20 minutes every hour for other tasks. In addition, the company used electronic forms to create a central repository for documentation relating to site patrols and DOV vehicle checks. All officer HR files, training notes, qualifications and certificates were stored centrally, critical where staff are Security Industry Authority (SIA) approved to manage re-certification.
Regular reviews help maintain standards
While managing operations and capturing performance data is vital, it is important to regularly review it for business insights on profitability and possible improvements (specified in Criterion 5.3.1).
A workforce management system provides the tools and systems to facilitate this. With data centrally managed and updated, it is easy to run reports of activities across the organisation. Risk assessments, training and awareness records, equipment lists, licensing and maintenance and replacement schedules can all be easily accessed.
Orion Safeguarding uses workforce management software as a central system for HR, payroll and rostering, helping it to meet SIA ASC audits. It is used by all administrative staff, as well as guards in static and mobile patrols. Effective compliance management is a key benefit for Orion, especially for evidence of security best practice standards.
The software automatically gathers evidence of Orion’s daily activities such as check calls,
incident reports, regular patrols and records of completed tasks. Client reporting used to be sporadic, especially for sites covered by mobile patrols. Now, all activity is fully logged; every client receives a report of what’s happening at their site and there is no margin for error.
The security companies described in this article have streamlined processes and capture and manage all client related activity and tasks in a central system. They have benefited from secure and easily accessible documentation to support the ACS requirements - and reduced administration time and costs across their operations.
If you would like to know more about how workforce management software can support your business with SIA ACS audits, contact us today.