client capability prospectus - procurement.vic.gov.au · commitment national protective ... •...

Client Capability

Prospectus

“The courage to be the best”

National Protective Services.

Introduction National Protective Services is a professional security specialist firm,

highly regarded for the delivery of quality and competent security

solutions to local and state government, corporate and retail sectors.

Industry leaders and preferred suppliers of the Victorian State

Government, National Protective Services offer their selected clients

exceptional levels of customer support, unparalleled protection and the

benefit of working with one of Melbourne’s most trusted security

providers.

Commitment National Protective Services offer a complete start-to-end service.

Continually learning from a 25-year practice in the industry, our success

is based upon what we deliver to our clients today and tomorrow.

An impressive portfolio of high profile clients, some who have been with

us since our foundation in 1988, include City of Melbourne, City of Port

Phillip, Bombardier Transportation, Cabrini Hospital, City of Brimbank

and Philip Morris.

Our staff members are recruited on their individual merits of being the

best at their job, enabling us to utilise their experience and enhance their

skills with continuous training and personal development. As a result we

are able to retain a talented and motivated team of security guards, who

can consistently serve and add value to our customers.

Accreditation We are a Quality Endorsed Company (ISO 9001) having been certified in

each division of our security provisions including guard services such as:

• Unarmed and armed guards

• Mobile patrols

• Secured transport

• Cash management and transit

We are also certified in other areas of our business including alarm

installations, investigation and consultancy.

ISO 9001 compliance offers two very important benefits for our clients.



1. Efficient, streamlined service delivery through a highly formalised and

procedurealised management process.

2. Customer expectations are continuously exceeded as relationships are

managed under the strict ISO 9001 guidelines, placing us in complete

control of our service levels.

Our People Integrity. Honesty. Professionalism

Staff at National Protective Services are recruited with these core values

in mind. Based on our ethical obligation to provide clients with guard

services made up of personnel of the highest caliber, we have

implemented a systematic process to hand select the best people to join

the our team.

Our people are our strength. We invest heavily to recruit, train and retain

our security team. To maintain our own high standards and quality

assurance, National Protective Services refrain from using sub-

contractors, and provide all our clients with the assurance they are

working directly with us.

In addition to our strict screening process, we also offer clients the

opportunity to interview prospective officers so that they are satisfied

with their chosen security team members. This procedure alone places us

ahead in terms of customer service, communication and commitment in

working with clients.

National Protective Services operates a rostered workforce but maintains

a posted strength. This means that while for each of our clients we have a

workforce that equates to the amount of staff that is required to fill a

roster and can also ensure for emergencies, staff leave and peak demand

times, we operate all contracts with posted strength. The posted strength

varies per contract and as per other contractual agreements however, is

always higher than the rostered strength required for the site. This

posted strength is what the company maintains for the site at all times.

“We understand the security of our clients, we understand what level of protection

they want and we give it to them”, Rachaell Saunders, CEO National Protective

Services, describes how our outstanding service is constantly evolving to be the best.



Key Contacts With this is mind, by choosing National Protective Services as your

preferred security partner, all clients from Victorian Government work

with a dedicated contract representative.

National Protective Services is directed by a small, tight-knit management

team, chosen for their experience, qualifications and commitment to the

security industry as a whole. Your representative is backed by this team

of professional experts, who take on a case-by-case approach to all site

concerns and matters, offering their different perspectives to achieve best

outcomes for the client.

As a team we focus on

• Contract compliance - are we providing the full scope of our

contracted security services

• Operational Delivery – are we getting the job done?

• Customer Service – are we meeting all of our clients needs?

The operational team for Victorian Government sites includes;

• Operations Manager

• Contract Compliance

• Manager of Manpower Services

• Operations Coordination

Operational Staff Training Our high staff retention rates ensure consistency for clients, in terms of

levels of site knowledge, specific procedures and also particularities of

different sites and stakeholders.

Regular initiatives promote our internal retention strategy, resulting in

our ability to promote from within, offer long-term benefits to staff and

maintain a motivated and content workforce.

All operation personnel receive regular training that covers all aspects of

safety and service delivery in accordance with requirements through

Human Resources, OH&S and Operational Coordinators. We also draw up

SOP’s (standard operating procedures) specific to each site and carry out

site inductions. This practice is extended to our reserve pool to ensure

there is always sufficient suitable National Protective Services staff are

cross-trained to cover leave and ad-hoc shifts.



Succession planning is an integral part of our management training and

development program, so that staff at all levels can step-up or step-down

if and when required.

The National Protective Services Process Our procedures are underwritten keeping our clients perspective and

needs as a priority. We want to work with you and for you. We want to

ensure we provide security services to match your needs and develop a

long-term working relationship.

1. An initial meeting will take place in order for us to gain a complete

understanding of your specific requirements, expectations, culture

and staff preferences.

2. Once we have gained an insight into your business, we are then able to

match the most-suited guards to your site and premises.

3. This is a crucial step in the process as the right guard who fits the

environment will perform to a higher standard and take on a longer

commitment to the role.

4. Once we have selected, screened, interviewed and chosen the

appropriate guard, National Protective Services will detail for regular

reporting to match your requirements. The added benefit to you is

that it ensures standards are being met, issues and concerns are

alleviated quickly and your security is been delivered to a satisfactory

level.

5. Our guarantee is to ensure your security will work and that you can

have peace-of-mind in that we are taking care of you.

We work closely

with our clients to

ensure seamless

service delivery

and more

importantly a

service delivery

mechanism that

enhances

stakeholders’

experiences by

way of our

focused customer

service.



The National Protective Services Difference Our differences set us apart from our competitors. It’s the extra things

that create a truly competent security company who stands out and

delivers beyond expectations. As well as ensuring client peace of mind,

best security industry practices and providing world-class protective

staff, we also are leading with new technologies, initiatives and

innovation.

Cloud-based computing

To offer real-time communication National Protective Services made the

decision to move away from server based technology to Google for the

provision of its cloud-based services.

As part of the suite of tools and services offered, we are now able to utilise

Glasscubes, a program that enhances communication and makes it easier

to transition new clients, safely sharing documents, increasing

collaboration and reducing downtime from face-to-face meetings, offering

more value to clients.



Environmental awareness

As part of our focus to reduce our impact on the environment, we

commenced a trial of smart cars as patrol vehicles. The initiative was

driven out of project calculations that smart cars would require less

maintenance and offer savings in fuel efficiency. However after the initial

implementation of the scheme we discovered that in fact, smart cars are

not suitable as patrol cars. Overall the maintenance costs were

significantly higher and life of the vehicles was shorter, which increased

our environmental footprint rather than reduce it. Although we have now

returned to regular vehicles, we are constantly on the lookout for ways in

which we can assist with lowering our environmental footprint and have

dedicated resources at hand to trial, implement and monitor such

initiatives.

ASIS International

The American Society of Industrial Security International is the largest

security association and National Protective Services CEO, Rachaell

Saunders, is secretary of the Victorian Chapter. This enables National

Protective Services the opportunity to be first to know about security

industry developments and news, trends and innovations that can be

applied to our operations and maintain our status as industry leaders.

In addition, our management team regularly attends seminars and

security conferences around the world to bring to our clients ‘new and

better’ methods for the performance of our company and providing for

your security needs.

“Our customers feel secure knowing they are supported by our

technology, infrastructure, expertise and attitude”, National Protective

Services Vision Statement.

Continuous Improvement

Sometimes innovations come from simple ideas rather than

groundbreaking new inventions. As the provider of security personnel to

enforce street closures surrounding the Melbourne Grand Prix, each year

we face concerns in communication, signage and event management.

To address these issues, we encouraged our team to present solutions so

that we could improve our performance. From one such brainstorming

session, we devised a strategy to implement numbered signage at each

guard location. This allowed for clearer reporting of locations not only

amongst our team but to the police, grand prix staff, emergency services,

council, other contractors and also local residents and the attending

public. At a cost of $6000.00 for the specific signage, which will be reused



year after year, there were several instances where the stakeholders

benefited and there was a reduction in the amount of council staff

required at the event, proving this simple idea was extremely innovative

and advantageous.

We are committed to developing and maintaining company values, all

business decisions and actions taken are measured against these five core

values.

1. The courage to be the best.

2. We make decision with care based upon honesty, integrity and

sound reasoning.

3. We have commitment to our clients, the company and the team.

4. We value consistency in both our performance and the services we

provide and our management of others.

5. We have clear timely communication with our clients, staff and

suppliers.

What our current clients say “Diligent and punctual. Great communication – they always let us know

what is going on”

“Very professional, polite and understanding – they give great advice”

“Good mob, very professional, have a good reputation”

Excellent! Professional and really customer focused, we have an excellent

relationship”

Get in touch Please contact us to set up an initial consultation on how we can provide

you with professional security services.

Our Head Office is located at Suite 5, 186-202 York Street, South Melbourne Vic 3205 Phone 1300 659 800 Email: [email protected]

client capability prospectus - procurement.vic.gov.au · commitment national protective ... •...

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