rapid deployment service
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Support Services Group SSG & RDS Introduction
Support Services Group
1
Rapid Deployment Service
By David Stubbs
Support Services Group SSG & RDS Introduction
Support Services Group
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Index
EXECUTIVE SUMMARY ........................................................................................................................................ 3
SUPPORT SERVICES GROUP ...................................................................................................................... 5
MISSION .............................................................................................................................................................. 5 HISTORY ............................................................................................................................................................. 5 ORGANISATIONAL STRUCTURE ......................................................................................................................... 5 GUARDING DIVISION .......................................................................................................................................... 6 RAPID DEPLOYMENT SERVICE (AD HOC GUARDING) ...................................................................................... 6 SERVICE STRUCTURE ........................................................................................................................................... 6 SERVICE DEPLOYMENT TYPES ............................................................................................................................. 7 EMERGENCY SERVICE ......................................................................................................................................... 7 SPECIAL PROJECT ................................................................................................................................................ 8 MANAGED SERVICE ............................................................................................................................................. 8 WEB BASED ORDER MANAGEMENT SYSTEM ........................................................................................................ 9 24/7 TELEPHONE ORDER ESCALATION SYSTEM ................................................................................................... 9 SECTOR COMPETENCE ......................................................................................................................................... 9 SERVICE & CUSTOMER MANAGEMENT .......................................................................................................... 10 QUALITY MANAGEMENT ................................................................................................................................... 10 COMPLAINT MANAGEMENT .............................................................................................................................. 11 ACCREDITATIONS............................................................................................................................................. 11
Support Services Group SSG & RDS Introduction
Support Services Group
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Executive Summary
Support Services Group was established in April 2000 as a supplier of risk and security management services to the private and public sector, employing approximately 600 staff nationally and operating through its divisional structure, the Group maintains a national office network based in Swindon, Derby and Glasgow with the Group 24 hour control room located in Bristol.
The Group operates the following divisional
structure:
Solutions
Guarding
Systems
Partners
The Groups Guarding Division operates three
distinct portfolios with an Account Manager at the
helm of each. Each portfolio operates
autonomously with individual management
models, service features and innovations.
Additionally the company’s Rapid Deployment
Service provides internal support to the stable portfolios ensuring industry leading attendance rates.
The Rapid Deployment Service (RDS) is SSG’s answer to temporary, flexible or complex guarding supply
requirements; a national service deploying security guards within a four hour client request window. This
industry leading innovative service design delivers a 96% attendance rate with directly employed staff. This is
the only service of its type within the UK.
From its inception in 2009 the RDS has grown rapidly now delivering up to 35000 service hours per month to
blue chip businesses.
Services are deployed in three flavours: 1. Emegency service
o Short notice, short run delivery of manpower in a non complex service environment o Examples: Alarm failures, unscheduled works,
incident response 2. Special project
o Short notice, medium run delivery of manpower in an environment with some complexity
o Examples: Mobilisation support, high level crime or threat response (burglary, violence, national threat level increases)
3. Managed service o Medium notice, long run delivery of manpower
in a complex service environment o Examples: In house corporate holiday and
• Biometrics
• Forensic accounting
• Data mining
• Specialised software
• CCTV
• Intruder alarms
• Fire systems
• Remote monitoring
• Corporate
• Retail
• Rapid Response
• Mobile Services
• Risk analysis
• Risk reduction
• Cost reduction
• System design
Solutions Guarding
PartnerTechnical
RDS GROWTH
Support Services Group SSG & RDS Introduction
Support Services Group
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relief cover, a hoc cover for CTC, enhanced vetting or specialist training sites.
SSG have identified and successfully built guarding support packages for numerous sectors. Its service capability includes:
Physical intervention, first aid & CCTV training Counter terrorism checks, OCNS and enhanced vetting (education & health service) Lone worker management including geo fence technology Web based incident reporting
Customer satisfaction and service quality information is recorded in the field by using ipad & iphone form
technology. This data is recorded in location in front of the security staff and end user and converted into a
central performance monitoring dashboard allowing management teams to view transparent meaningful
performance information.
•PI training
•Clinical restraint training
•Enhanced vetting
Health care
•Single site AI training
•CTC clearance
•Scottish disclosure
•BSVR (Office for Civil Nuclear Security)
Corporate (property) support service •Robbery/incident
response
•Refit – new stores
•In house support pack
Retail
•Enhanced vetting
•Door services – student union
Education•Pre packed equipment
sets
•Automated remote location Lone worker
Utilities
Support Services Group SSG & RDS Introduction
Support Services Group
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Support Services Group
Mission To deliver an end to end risk and security management solution capable of protecting our Clients from a dynamic risk environment through the expert delivery of:
Risk and Threat Analysis
Security Strategy Development and Management
On Site Security Management and Supervision
Leading edge deployment and service management of an extensive Product and Service Portfolio: o Risk Analysis and Modeling o Security Systems, Design Modeling and Implementation o Security Management design and implementation o Manned Guarding o Emergency Response & Rapid Deployment o Remote Monitoring o Mobile Services and Keyholding
History Support Services Group was established in April 2000 as a supplier of risk and security management services to the private and public sector, employing approximately 600 staff nationally and operating through its divisional structure, the Group maintains a national office network based in Swindon, Derby and Glasgow with the Group 24 hour control room located in Bristol. Support Services Group employs a divisional and business unit structure designed to ensure that each part of
the Company develops excellence in their core product or service area and focuses on the specific needs of
their target Customer, while allowing the Group as a whole to deliver a total an end to end risk and security
management solution through its Preventative Technology Management System.
Organisational Structure The Group operates the following divisional
structure:
Solutions
Guarding
Systems
Partners
The solutions division is the spearhead of the
Group’s approach to service, design, delivery
and management. Service and product delivery
is affected through the Groups Guarding and
Systems Divisions with specialist products and
services being deployed through the Groups key
strategic partner network.
• Biometrics
• Forensic accounting
• Data mining
• Specialised software
• CCTV
• Intruder alarms
• Fire systems
• Remote monitoring
• Corporate
• Retail
• Rapid Response
• Mobile Services
• Risk analysis
• Risk reduction
• Cost reduction
• System design
Solutions Guarding
PartnerTechnical
Support Services Group SSG & RDS Introduction
Support Services Group
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Guarding Division The Groups Guarding Division operates three distinct portfolios with an Account Manager at the helm. Each
portfolio operates autonomously with individual management models, service features and innovations.
Additionally the company’s Rapid Deployment Service provides internal support to the stable portfolios
ensuring industry leading attendance rates
.
Rapid Deployment Service (Ad hoc guarding) The Rapid Deployment Service (RDS) is SSG’s answer to temporary, flexible or complex guarding supply
requirements; a national service deploying security guards within a four hour client request window. This
industry leading innovative service design delivers a 96% attendance rate with directly employed staff. This is
the only service of its type within the UK.
From its inception in 2009 the RDS has grown rapidly now delivering up to 35000 service hours per month to
blue chip businesses.
Service Structure
There are three key elements to the RDS structure that ensures that the service delivery system is capable of
capturing 200+ service requests per week (including same or next day service), scheduling over 400 guards,
recruiting against the capacity requirements and ensuring that guard quality is high and the service fits the
requirements of our customers:
1. Manpower - a. Order fulfillment team
1. 24hr helpdesk operation (order processing)
2. Scheduling 3. Attendance monitoring
b. Recruitment team(from interview to induction training)
2. Technology- a. Web based order management system b. 24hr PABX helpdesk with call
prioritisation and routing 3. Management-
a. Service Quality b. Account Management c. Account Development
RDS GROWTH
Support Services Group SSG & RDS Introduction
Support Services Group
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Service deployment types
Services are deployed in three flavours: 4. Emegency service
o Short notice, short run delivery of manpower in a non complex service environment o Examples: Alarm failures, unscheduled works,
incident response 5. Special project
o Short notice, medium run delivery of manpower in an environment with some complexity
o Examples: Mobilisation support, high level crime or threat response (burglary, violence, national threat level increases)
6. Managed service o Medium notice, long run delivery of manpower
in a complex service environment o Examples: In house corporate holiday and
relief cover, a hoc cover for CTC, enhanced vetting or specialist training sites.
Emergency Service
When you need a guard straight away nothing else matters so we strip out all service complexity. Dealing
with such a dynamic service deployment requires fastidious capacity management. We split the country into
124 two digit postcodes and each is monitored weekly for:
1. Rapid same day service requests
a. 4hr deployment window
2. Rapid next day service requests
a. Up to 48hrs notice to deployment
3. Planned short term
a. Plus 48hrs notice
b. Less than four weeks service
4. Planned long term
a. Plus 48hrs notice
b. More than four weeks service
We recruit six weeks in advance using actual orders for long term
planned work and predicted trends to forecast the volume. Each
postcode is assigned a category and capability calculations are applied.
These are:
High volume postcodes 25% uplift capability
Medium volume postcodes 20% uplift capability
Low volume postcodes 10% uplift capability
Frequent use postcodes = the highest point (last 12 weeks)
Infrequent use = the highest point (last 6 weeks)
Support Services Group SSG & RDS Introduction
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The results speak for themselves. We cover 95% of all customer requests nationally with a four hour
deployment window.
Special Project
If you have a short to medium term ad hoc requirement, for a pre-planned event we offer a fully supervised
special project team to ensure your service requirements are met, our staff are managed autonomously and
therefore the event should not affect ‘business as
usual’ operations.
Multiple or single man teams with an ability to
manage some service complexity (the amount
depends on the deployment window) come fully
equipped with the required PPE or other equipment
levels.
These teams can be deployed to site for short or
medium run requirements be it additional ad hoc
cover for a seasonal event or the full mobilisation of
a new site for a company that self-delivers with a six month hand back to customer all manner of detail can
be managed through the formally project managed service delivery system.
Managed Service
If your ad hoc requirement is deployed within a complex service environment with none standard vetting or
specific training requirements then it’s clear that a more structure approach needs to be taken.
Our Managed Service option is being deployed
across companies that self-deliver critical services to
an end customer and need to build in contingency
that is robust and ensures service parity when
compared to the contracted service it supports. This
service is ideal for Facilities Management or high
end corporates with an in house service provision.
We have experience of delivering support services
in environments that require vetting enhancements,
examples include:
o CTC for government services
o Enhanced vetting for education &
healthcare
o OCNS for Nuclear utilities and power generation
Additionally we have delivered specialist training packages that include clinical restraint, physical
intervention, first aid and CCTV.
Support Services Group SSG & RDS Introduction
Support Services Group
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Web based order management system
Customer orders are managed through a bespoke web based platform and clients can either direct input
orders (this suits customer with control rooms or fixed ordering processes) or by e-mail/phone. Customers
are given an individual log on and can track their orders through the stages of deployment.
24/7 telephone order escalation system
SSG’s control room operates a dedicated customer hotline through a virtual PABX system that allows calls to
be prioritised ensuring that client rapid requirements are given priority. The call management priorities are:
1. Service failures (Guard no shows) 2. Rapid guard orders (less than 48hr notice to deployment) 3. Planned guard orders (more than 48hr notice to supply) 4. Senior Management call back
As a minimum throughout the year the control staff comprises of:
Schedulers Service Managers Duty Senior Operations Manager
This ensures that your call is handled immediately and by the right individual to resolve your issue.
Sector competence
SSG have identified and successfully built guarding support packages for numerous sectors. Its service capability includes:
Physical intervention training
Support Services Group SSG & RDS Introduction
Support Services Group
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Counter terrorism checks and enhanced vetting Lone worker management including geo fence technology Web based incident reporting
Service & Customer Management Maintaining high levels of customer and staff satisfaction is essential to the continued success of the RDS
product and SSG. SSG utilise a number of systems to monitor the effectiveness of its systems. These include:
Service monitoring dashboard
Customer satisfaction surveys
Staff concierge service
Customer satisfaction and service quality information is recorded in the field by using ipad & iphone form
technology. This data is recorded in location in front of the security staff and end user and converted into a
central performance monitoring dashboard allowing management teams to view transparent meaningful
performance information.
Quality Management
SSG operate a quality management system accredited to ISO 9001 and are ACS approved. Each year SSG
ensure that it maintains a top 5% audit score using the ACS benchmarking system.
•PI training
•Clinical restraint training
•Enhanced vetting
Health care
•Single site AI training
•CTC clearance
•Scottish disclosure
•BSVR (Office for Civil Nuclear Security)
Corporate (property) support service •Robbery/incident
response
•Refit – new stores
•In house support pack
Retail
•Enhanced vetting
•Door services – student union
Education•Pre packed equipment
sets
•Automated remote location Lone worker
Utilities
Support Services Group SSG & RDS Introduction
Support Services Group
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Each account is allocated:
Pre agreed performance measures
Transparent reporting system
Team based operations management
Account manager system (ensures customer satisfaction)
Top to bottom review schedule
The standard review schedule is as follows:
Operations Management
o Weekly between Team Leader
Customer satisfaction
o Account manager monthly client reviews
Ongoing service development
o Quarterly with Divisional Director
Complaint Management
SSG have a 24hr helpdesk facility, an out of hour’s duty manager system and formal disaster management
plans for emergency response.
General Service complaints are managed/escalated as follows
Accreditations Support Services Group holds the following accreditations:
Approved contractor status from the SIA
Service Manager
Minor service issues
Response within 20mins
Corrected same day
Account Manager
Re occuring service issues
Response within 20 mins
Corrected same day
Operations Manager
Serious service issue
Same day response
Corrective activity agreed within 48hrs
Divisional Director
Account failure
Same day response
Correwctive activity agreed within 48hrs
"… is a very well run company with excellent procedures in place and a
forward thinking management team. The introduction of modern technology
will assist the company in reaching its ambitious business plan. "
Approved Contractor Scheme Auditor
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UKAS ISO9001 with the recognised industry British standards of BS 7499 and BS 7858.
Certificate Number: 5423/06
NACOSS - The Company holds the National Approved Council for Security Systems Certification
"The company has an excellent quality management system with good
commitment at all levels. Internal Audits and Management Reviews
demonstrate the effectiveness of the system."
ISOQAR Quality Assurance Auditor
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