City Security Services - Client focus
City Security, the bespoke security solutions specialist, has around 650 officers handling a wide range of services at over 100 sites across London and the home-counties.
City Security had identified a number of areas for modernisation in the practices and procedures around mobile patrols. These were familiar issues such as being reliant on paperwork, phone calls and spreadsheets, the control room having to rely on updates from mobile officers or disjointed processes and mislaid forms leading to missed opportunities to invoice and customer service challenges.
Early in 2020, City Security and SmartTask, along with other UK security service providers, collaborated to build a mobile patrols tool kit designed for the UK security sector. The result, SmartTask’s new Mobile Operations module, was launched in November 2020.
City Security now use the new Mobile Operations module, which integrates seamlessly with the existing time and attendance and static patrol modules, to better manage their mobile services.
Before we used SmartTask Mobile Operations, many of our processes were manual. The new SmartTask module enables us to complete a whole range of tasks much more efficiently – everything now goes through the app. Officers receive their run-sheets on the app, and the control room can see exactly what is happening on the ground in real time. No lost paperwork or rekeying is required, and invoices are automatically generated for each alarm response, so none are missed.” Cara Clarke, City Security
The Mobile Operations module, part of SmartTask’s flexible workforce management system, provides all the tools necessary for both the control room and mobile teams. There are three key elements, Mobile patrols, Alarm Response and Keyholding. In the control room Mobile Operations helps schedule and plan client commitments and most importantly flex them as the demands change. These commitments are organized into Runsheets which are created for the week and allocated to a mobile team; Runsheets contain all the scheduled jobs such as void property checks, locks and unlocks and patrols.
When an alarm response is received, it’s quick to create and easy to find the relevant locations, including the AI information and any existing notes. These notes can be updated during the call for the mobile team to receive when the call-out is dispatched to the nearest guard. When the mobile team receive an alarm response notification, they have all the details of the location, along with a navigation option and the AI. Whilst on site they can fill out a form, take photographs, capture any information needed and submit it all in real-time.
With SmartTask Mobile Operations we are saving at least an hour a day in admin time, and feedback from officers in the field is good. Our Controllers really like the new solution as it streamlines processes, gives greater visibility, and provides better management capabilities, meaning that we can deliver a superior customer service. We expect SmartTask Mobile Operations to be instrumental in helping us to win more business as it enables us to provide a better, more detailed level of customer service.” Continued Clarke
- Remove the paperwork
- Improves efficiency
- Ensure client commitments are met
- Mobile team has the right information first time every time
- Detailed and accurate information recording
- Measure KPI fulfilment
- Improved Customer service
- Fully integrated with payroll and billing
- Demonstrate compliance with BS7984-3 2020