Doyle Security invests in SmartTask to manage over 150 officers saving time and improving customer service

Yorkshire-based security company reaps efficiency benefits using workforce management software to manage rosters, patrols and provide complete visibility of operations

Benefits

• Automating manual processes improves accuracy of data collected
• Reduced roster creation effort from three staff down to one
• Staff shift patterns now published 6 weeks in advance
• 3 hours per week saved on check calls
• Control room has greater visibility of services provided
• Portal provides customers live information on patrols
• Accurate data used to evidence ACS audit requirements
• Monthly welfare checks conducted using SmartTask app
• Detailed reports give management team accurate business overview

Doyle Security Ltd is a family-founded security company based in Dodworth, Barnsley. Initially the company built an enviable reputation as a reliable door-supervision provider for local businesses.  Since those early days, the company has grown into a nationally recognised security services business operating across Yorkshire, the North of England, and the wider UK.

Technology investment supports growing business

Now operating from a state-of-the-art headquarters, Doyle Security Ltd employs over 170 full-time staff. From this central location, the company delivers bespoke security solutions across the UK, supported by a 24/7 Control Room and a team of dedicated professionals.

The company has invested in SmartTask workforce management software to support its expanding operations – including the control room, 150 security officers and the management team.

Everything in one system

SmartTask is used for resource planning and to provide customers with easy, immediate access with live updates on its security patrol services. Doyle Security chose SmartTask initially for its rostering and planning. It also provided the functionality that the company required to support expansion plans, such as offering its customers patrol services.

“The main driver for choosing SmartTask was to have one system that we could use for our resource scheduling and planning. We knew that we wanted to grow the mobile side of the business and SmartTask could support this. Being open and transparent with customers is a key focus for us, and so the customer portal was also a big advantage,” said Mark O’Neill, Director at Doyle Security.

Efficient working saves time

Doyle Security uses SmartTask to create all of its team rosters, scheduling them six weeks in advance. Replacing the previous method of using spreadsheets has made the process easier and faster. The company now has just one dedicated person to create the rosters, instead of three, freeing the others up to focus on different tasks.

Helping work life balance

Officers receive assignment instructions with a location using the SmartTask app. Having the schedules in advance helps with work/life balance, enabling them to plan for appointments or family commitments. Holidays are planned into the rosters, which officers book using the app, helping to reduce any last-minute changes or emergency cover arrangements.

O’Neill explained; “Using SmartTask has really helped us to improve our processes. We now roster six weeks in advance, which was weekly before. Planning in this way has reduced last minute changes on rosters, keeps officers happy and improves our service delivery.”

Puts the control room back in control

The control room uses SmartTask to run its daily occurrence log. The active screen gives live updates on scheduled patrols by officers on site, can update rosters when required and monitor the check call systems to ensure staff safety. From the Mobile Operations Platform the control room can monitor the mobile teams’ progress throughout the night and move tasks to other mobile officers to ensure tasks are completed. The team can also deploy the mobile officers to incidents by using the dispatch centre, where all times are monitored to ensure KPI’s are met.  Previously relying on phone calls to check in and update location and status, now the control room has real time tracking of the officers. Check-ins are carried out using the app however, if mobile signal is poor, officers can still phone in manually using a landline.

This is particularly useful for night patrols, where the operations team can monitor officers, both for Duty of Care responsibilities and proof of service delivery. They can also send officers alerts and instructions through the SmartTask app, to provide a timely response to alarms and incidents.

Improved data accuracy benefits ACS audits

Collecting data electronically has improved accuracy, delivering efficiency and financial benefits. Future plans involve integrating SmartTask with the company’s finance systems (Sage software), to use the work data captured to create and reconcile customer invoices.

Doyle Security has also streamlined keyholding services. SmartTask helps manage key related information including serial numbers, key locations, and keyholders details. Keys can be assigned to an officer attending a call out or performing other keyholding duties and booked back in on their return, helping to meet SIA auditing requirements.

“Using SmartTask has helped with our ACS audits. The accurate data that we have from the system helps to provide evidence and meet the ACS requirements,” said O’Neill.

Transparency with customer portal

Doyle Security’s customers have welcomed the transparency of services delivered with the new portal, which displays the officers that are rostered for their site, who is on holiday and what cover is arranged. The portal also allows the customer to view the guard patrols throughout the shift to check on service delivery and KPIs.

Previously an excel spreadsheet would be prepared and sent with specific details of the patrol officers assigned – a time-consuming, manual process. Now customers can search on dates on the patrols tab to see exactly who is scheduled using live data.

Monthly welfare checks made easy

As well as Duty of Care, Doyle Security uses the SmartTask app to carry out monthly welfare reviews with officers. The reviews are carried out face to face by the operations support managers using SmartForms and uploaded immediately onto the system. Reports help to track which ones have been completed.

Faster Onboarding

The screening and vetting tool supports the onboarding process. Doyle Security has very high staff retention rates, however, when it does recruit new staff the screening portal saves time. The tools within SmartTask project manages the process of gathering qualifications, background checks, and compliance requirements, securely storing documentation, sending out employee contracts and prompting when documents are missing or for renewals.

“Our screening team love the functionality in SmartTask as it really speeds up the process. Our new recruits have fed back that they like it because they can upload information when it's requested rather than arriving having forgotten it,” says O’Neill.

Supporting events security

Although not a large part of its business, Doye Security has used features within SmartTask to manage its events security teams for customers. The supervisor has been able to use a tablet to record attendance for up to 60 staff and upload the live data, having previously relied upon pen and paper.

“There are a lot of different systems on the market, but what I like about SmartTask is that it is powerful but also easy to use. Whether rosters, managing mobile patrols, or billing – with SmartTask we can do it all. It is the backbone of our business,” concluded Mark O’Neill.