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Table of Contents

REVISION RECORD ............................................................................................................................3

1.0 SOP 01- IMPLEMENTING PARTNERS ENGAGEMENT MEETING.....................................4

1.1. RESPONSIBILITY ..................................................................................................................4

1.2. OBJECTIVE .............................................................................................................................4

1.3. INTENDED AUDIENCE ......................................................................................................4

1.4. IP ENGAGEMENT PROCESS .............................................................................................4

1.5. PREVENTIVE AND CORRECTIVE ACTION ..................................................................5

1.6. REFERENCES .........................................................................................................................5

2.0 SOP 02- PLSO PERSONNEL CONDUCT ................................................................................5

3.0 SOP 03- FSA TRAVEL PROCEDURES ........................................................................................8

4.0 SOP 04- EXPENSES, VEHICLE, PHONE AND PURCHASING POLICY ............................ 12

4.1 INTRODUCTION ................................................................................................................ 12

4.2PRINCIPLES AND GENERAL GUIDANCE ...................................................................... 12

4.3DOCUMENTATION ............................................................................................................ 13

4.4TRAVEL EXPENSES ............................................................................................................... 14

4.5APPROVED METHODS OF TRANSPORT ....................................................................... 14

5.0 SOP 05- PLSO MOBILE PHONES ............................................................................................. 16

6.0 SOP 06- PREVENTIVE AND CORRECTIVE ACTION .......................................................... 16

7.0 SOP 07- RECRUITMENT POLICY & PROCEDURE ............................................................. 17

7.1 INTRODUCTION ................................................................................................................ 17

7.2 GENERAL APPLICATIONS ................................................................................................ 17

7.3THE RECRUITMENT PROCESS ......................................................................................... 17

8.0 SOP 08- PLSO-IP QUARTERLY & ROUNDTABLE MEETINGS .......................................... 22

9.0 SOP 09- ISSUANCE OF ALERTS ............................................................................................... 22

9.1 PLSO ALERT .......................................................................................................................... 22

9.2PLSO INFO ............................................................................................................................. 23

9.3PLSO TRAFFIC ....................................................................................................................... 23

9.4PROCESS ................................................................................................................................. 23

10.0 SOP 10- QUALITY ASSURANCE ........................................................................................... 24


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REVISION RECORD

Issue

No. Date Description Prepared By Approved By

01 08/12/2016 Original Issue Operations Manager Head of Delivery

02 01/07/2017

Revision to due

rebranding and

changeover of

personnel

Operations Manager Country Director

03 09/08/2018 Revision due to

personnel change Operations Manager Country Director


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1.0 SOP 01- IMPLEMENTING PARTNERS ENGAGEMENT

MEETING This process outlines the method by which Partner Liaison Security Operation (PLSO) engages with

USAID Implementing Partners (IPs) in Kenya. The process MUST be followed at all times. Any deviation

from this process can only be approved by the PLSO Operations Manager (OM). All IP engagements

outside FSA deployed stations MUST be approved in writing by the PLSO OM prior to being made.

1.1. RESPONSIBILITY The OM has the principal responsibility for ensuring that this procedure remains adequate for its

intended purposes. All departmental staff are responsible for implementing and ensuring that this

procedure is followed.

1.2. OBJECTIVE The objective of this procedure is to ensure that engagement meetings with IPs are carried out

effectively.

1.3. INTENDED AUDIENCE All PLSO staff.

1.4. IP ENGAGEMENT PROCESS

FSAs receive written approval (via email) from PLSO OM that USAID have confirmed the IP

as an active IP and the OM provides approval for IP engagement.

A ‘Welcome to PLSO program’ email will be sent to the IP by the SA.

PLSO OM will send a welcome email from the OM to the IP and attach a copy of the cascade

spreadsheet for the IP to complete. The email will explain why the cascade information is

required and how it assists PLSO in accounting for IP personnel should an emergency or crisis

situation arise.

IP engagement appointments will be made by each FSA (per region) in order to visit each IP

location.

FSAs will engage with each IP by visiting the IP head office location first so that the head office

can communicate with their respective field teams and brief them of what PLSO is, and what

to expect by way of initial IP/FSA engagement meetings and follow up support.

FSAs will prepare a presentation for each IP which will focus on what PLSO is, what PLSO can

offer by way of advice/assistance & Accountability.

During the initial IP engagement meeting, FSAs will distribute the PLSO-IP Support Engagement

Request Form and explain the future engagement plan with the IP.

FSAs will produce an IP Engagement report after each IP engagement meeting. This report is

to be sent to the SA/JA/IO and OM. All PLSO action items are to be given a timeline of

completion and this MUST be clear on the IP Engagement Report.

The SA/JA/IO will compile a database which will consist of ALL outstanding FSA/PLSO IP

Requests for each IP and this will be checked by the OM each Wednesday prior to the Weekly

Activity Report (WAR) being compiled for the week.

All IP Engagement meetings are to be recorded on the WAR.

Any requests made by the IP during an engagement meeting which is for immediate action or

has a short lead time to address is to be highlighted in the email body when the engagement

report is sent to the SA/JA/IO/OM.

All FSAs are to produce a monthly IP Engagement Plan which MUST provide the following:


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IPs to be visited each day of the month, by date and time

Purpose of the visit, (initial/requested/follow up)

Method of travel to each IP location

Accommodation

Costs of travel/accommodation and any other incurred cost. A monthly costing sheet should

also accompany the IP Engagement plan, this can be on a separate tab if excel.

The monthly IP Engagement plan is to be submitted to the OM and SA/JA/IO on the last

working day of each month for the following month. SA/JA/IO will consolidate all five FSAs

plans on to one single spreadsheet and send to the OM on the same day.

All incurred costs for IP Engagements, including travel and accommodation MUST fall within

the stipulated PLSO expense policy amounts.

Records generated from this process:

A ‘Welcome to PLSO program’ email sent to IP by PLSO Senior Analyst (SA)

PLSO-IP Support Engagement Request Form

IP Engagement report

Outstanding IP Requests Database

Weekly Activity Report (WAR)

FSA Monthly IP Engagement Plan

1.5. PREVENTIVE AND CORRECTIVE ACTION Non-complying issues related to the procedure implementation shall be identified through auditing

and relevant persons given the either preventive or corrective action to ensure compliance in their

respective areas.

1.6. REFERENCES • AID-615-C-16-00003 - PLSO - USAID Contract

2.0 SOP 02- PLSO PERSONNEL CONDUCT

001: Leave application of more than two days is to be requested through the PLSO OM at

least seven days prior to the leave date. OM will confirm entitlement with HR and

approve/decline accordingly. Leave applications of one or two days can be can be requested

at short notice. PLSO team members should not make any arrangements for travel until

their requested leave dates have been approved by the OM/Country Director (CD). If travel

arrangements have been made and leave is declined due to operational or availability reasons

then the cost incurred is at the individual’s expense and will not be refunded by WS

INSIGHT (K) Ltd.

002: In relation to leave, only one Field Security Advisor (FSA) will be allowed to take leave

at any one time. This is due to the amount and geographical footprint of the Implementing

Partners (IPs). Only one person at a time is allowed to take leave between the Senior

Analyst (SA), Junior Analyst (JA) and Information Officer (IO). The OM’s leave will be

coordinated between OM and the CD.

003: It is the responsibility of all PLSO staff to ensure they have the following valid and in

date documentation:

a) ISOPREP (Held on file by IO)


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b) A signed Medical Treatment Consent Form (to be carried on the person at all times).

c) A valid passport (minimum of 6 months validity remaining) with a valid visa (if

required).

d) Valid Kenyan ID (Kenyan nationals only).

e) Valid in date work permit (if issued).

f) AMREF Maisha Bronze Medical Insurance card.

g) National Hospital Insurance Fund Card

h) WS INSIGHT (K) Ltd Company ID Badge.

i) Latest WS INSIGHT (K) Ltd contact list with 24hr Emergency Contact Number for

the ROC.

j) Valid in date Driving License.

k) A minimum of 4 good quality passport type photographs.

l) A minimum of 2 good quality color photocopies of the data page of passport

(laminated if possible).

004: All PLSO team members are to understand that in relation to communication the OM

employs the term ‘’Positive Communication’’. Positive communication is defined as any

communication which has been acknowledged by the intended recipient as being received

and understood. The communication may be text, call, or email but any communication is

only considered positive when it has been acknowledged by the intended recipient. Note:

Simply sending a text or email without response is NOT considered positive

communications. Also, attempting to call but being unable to get through is NOT considered

positive communication.

005: All PLSO staff members are to ensure that they have their work phone switched on,

charged and monitored during working hours. FSAs need to ensure they have their work

phone on 24/7 for emergency calls only. PLSO staff are to ensure they carry a charger for

field visits and sufficient credit on their work phones at all times.

006: PLSO team cell phones are not for personal use at any time. Any credit used for

personal use is to be replaced by the user. This will be monitored on a monthly basis by the

OM and any discrepancies or out of work billing raised against the individual.

007: All PLSO personnel are to ensure that their office space is kept clear of clutter to allow

for expedient egress, and any sensitive security information in compliance with the company

clear desk policy.

008: Furnishings in or near work space areas are to be placed with consideration to blast

mitigation and building strengths as in priority over cosmetic considerations.

009: There is no smoking inside the WS INSIGHT (K) Ltd office. Smoking is only permitted

in the designated smoking areas.

010: All PLSO team members are to employ good personal and company equipment theft

prevention measures. Do not leave items exposed to the risk of theft.

011: Personnel are reminded to take the following theft prevention measures:

a) Make good use of safes, locking cabinets/draws/ etc.

b) Do not bring valuable items to work.


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c) Keep items under lock and key and out of site.

d) Employ good responsible use of locks on doors to restrict access, particularly when

the office will be empty for protracted periods and office doors should always be

locked when not in use at night.

e) Employ a clear desk policy (lock away valuables, sensitive documents, shut down and

secure laptops etc.)

f) Control keys and do not leave them lying around.

g) Do not put labels on keys that someone finding/stealing them will know what they are

for.

h) Challenge any person seen in a location they should not be, or anyone not wearing a

WS INSIGHT (K) Ltd ID badge.

i) Report all suspicious activity to the PLSO OM/CD.

012: All PLSO personnel are to be conscious of and practice good operational security

(OPSEC) at all times. Daily activity is conducted in a non-sterile environment and due to the

nature of operations there are often people around when conversations are being held which

are sensitive in nature and could either put PLSO/WS INSIGHT (K) Ltd personnel at physical

risk or compromise PLSO/ WS INSIGHT (K) Ltd operations in other ways. Care should be

taken at all times and in particular the following times:

a) On the telephone (telephones are very insecure).

b) On ANY site hand held VHF radio.

c) In any location such as a common areas (such as smoking areas) when others around

may overhear your conversation.

d) During road movements in Taxis or when traveling with unfamiliar passengers.

e) Personnel are to refrain from discussing anything which is of a sensitive nature in private

vehicles such as taxis.

f) At the airport or in any public place where a conversation may be overheard.

g) Openly discussing specific timings for intended travel for yourself or other members of

the team should be avoided.

013: Document Control. Neither electronic, nor printed hard copy PLSO documents are

to be given to anyone without the express written consent of the OM. Anyone requesting

PLSO documentation is to be directed to the OM.

014: Prior to printing any documentation ask yourself the following:

a) Do I really need it in print?

b) Is any of the information on this document sensitive?

c) Can I secure the sensitive document once it is printed?

d) Will we be able to carry it / destroy it should we need to relocate / evacuate?

e) Once printed, any sensitive document should be managed in a way that is commensurate

to the sensitivity of the data, and as soon as it is no longer required in print it should be

destroyed by shredding and then by fire.

f) The individual who prints the document is responsible for its use, control and

destruction.

Note: Monitor the amount of printed sensitive documentation and routinely consider whether the

number of documents could be destroyed within 5-10 minutes or carried with the PLSO team in the

event of a relocation or evacuation.


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015: The OM will routinely (not less than once per month) schedule a formal review of printed

documentation and advise the team of any concerns.

016: Once identified for destruction, a printed document should be shredded at the earliest

opportunity to provide some security. That shredded paper is then to be destroyed by fire

and should be burned within a week. Under no circumstances is a non PLSO person to be

given the task.

017: All documentation will be destroyed by fire.

018: All PLSO documents are to be strictly controlled; the PLSO Information Officer (IO) is

the custodian of all PLSO documents. Security documents are to be entered onto a sensitive

document control register which is to be reviewed not less than once per week and any

sensitive security document that is destroyed is to be recorded on a Sensitive Security

Document Destruction Report which is to be scanned, filed and kept for the duration of the

project and for 5 years beyond.

019: All PLSO FSAs will produce and submit to the OM a detailed daily security report (DSR)

by 2200hrs each working day (Mon-Fri). The DSR will highlight what activities have taken place

throughout the full working day and cover the activities planned for the following day. All work

time is to be accounted for without gaps. These DSRs will be retained on file by the IO and

held for audit purposes. If an FSA has been traveling and needs rest then they MUST seek

approval from the OM for late submittal. All DSRs must be filed by the IO and kept for the

duration of the project and for 5 years beyond.

020: All FSAs will produce an IP Engagement report after each IP engagement meeting. This

report is to be submitted to the OM by 2200hrs daily and contain all IP security concerns and

PLSO FSA action items. Each FSA action item is to be given a clear timeline for completion. IP

engagement reports are to be copied to the SA/JA/IO for further action and inclusion in the

PLSO Weekly Activity Report (WAR). All IP engagement reports are to be filed by IO and

kept for the duration of the project and for 5 years beyond.

021: SA/JA/IO will produce and distribute the following weekly reports:

a) Weekly PLSO Activity Report (WAR) – distributed by 1000hrs each Wednesday morning.

b) Weekly IP Incident report (WIIR) – distributed by 1000hrs each Wednesday morning.

c) Weekly security report (WSR) – distributed by 1700hrs each Wednesday afternoon.

The OM will review and approve all reports prior to distribution. All reports will be filed by IO and

kept for the duration of the project and for 5 years beyond.

3.0 SOP 03- FSA TRAVEL PROCEDURES This Procedure outlines the process and rules to be followed before, during and after travelling in

Kenya. A number of the following communications are mandated and they MUST be made, should a

mandated communication not be made then the traveler MUST NOT PROCEED with onward travel.

Failure to comply with mandated communications is a serious matter which could create a serious

unsafe condition and disciplinary action may result.

022: All PLSO moves either by road or air MUST be approved by the OM. There are to be

no exceptions.


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023: The rental of any mode of transport is to be requested in advance of entering in to any

financial/legal agreement through the OM.

024: A traveler is to report to the OM and Regional Operations Centre (ROC) that they have

arrived at their final destination safely and within 1 hour of arrival.

025: At the latest possible moment prior to starting travel (the latest moment will differ

depending on what means of communication a traveler is employing (Pay phone, hot spot

wireless (e-mail), cell phone, iPhone, blackberry, Skype.)) a traveler MUST contact the OM

and alert the ROC who will be in possession of the Journey Management Plan (JMP) and inform

them that they are about to start their travel. Note, when two or more PLSO team members

are traveling together, one person can communicate for the group, however, it is the personal

responsibility of each individual to ensure that they have informed the OM and the ROC, no

one is to start traveling, unless and until they have established positive communications with

the OM and ROC.

026: If traveling by road travelers MUST communicate with the OM and ROC at the very first

opportunity if they encounter any problems on route.

027: Positive communications MUST be maintained at each leg of the journey in line with the

JMP.

028: A JMP is required for all long distance road travel. The senior person on the trip is to

check prior to the journey that a JMP has been produced and a copy has been submitted to

the Senior Security Coordinator on duty in the ROC prior to the journey commencing. A

copy of the JMP is to be carried in the vehicle during the journey.

029: If ANY changes are made in relation to locations/timings/routes during travel which are

not stipulated on the JMP, these MUST be communicated to the OM and ROC and the earliest

opportunity.

030: PLSO personnel are NOT authorized to travel inside Police or Military vehicles and

MUST NOT accept offers of lifts with Police or Military vehicles.

031: Prior to any road move PLSO travellers are to ensure they receive a full briefing by the

senior person on the journey, which should, as a minimum, contain the following:

a) Brief outline of the task – journey including any stops on route and reason for stops.

b) What communications equipment is carried, where it is and how to use it (Basic)

c) Any additional communications being carried inside the vehicle and by the senior

person and where it is carried.

d) The use of cell phones/cameras during the journey.

e) Alarm system in use – Track 24/Secure Locate and how it is operated, its location inside

the vehicle and what assistance can be expected.

f) Medical – where the medical equipment is located during the journey.

g) Where the vehicle firefighting equipment is located and any vehicle tools to be used in

an emergency such as a crow bar.

h) The nearest medical facility on route.

i) The nearest safe haven on both the primary and alternative routes.

j) Entering a Police VCP


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k) Breakdown and recovery drill

l) Tyre/Tire changing drill

m) Beggars

n) Road Traffic Collision

o) Demonstration / Hostile crowd

p) Enemy Action Contact

i. Commands to expect

ii. Why it is important to stay down low inside the vehicle.

q) In the event they have to leave the vehicle only do so under direction from the journey

commander.

r) MUST be given an opportunity to ask questions at the end of the brief.

032: When traveling in the PLSO vehicle, the following must be adhered to;

a) Traveler must have in their possession a valid driving license, passport, ID card (if issued),

Medical Treatment Authorization, photocopy of your passport, visa (if issued), telephone

contact list and any other documents that may be required such as but not limited to a

JMP print out. A traveler MUST have all requisite documents before the start of any

travel.

b) All travelers will wear clothing of a conservative nature. Concealing jewelry such as

watches from public view.

c) ID badges are to be concealed, and there are to be no overt indications that travelers

are expatriate or associated with the Police or Military. All PLSO moves are to adopt a

low profile and avoid attracting attention.

d) Travelers are to remain alert and be aware of the surroundings at all times.

e) Travelers MUST wear their seatbelt at all times (until they have reached their

destination), unless instructed otherwise by a risk management team member and or in

an emergency action/evacuation.

f) Travelers are not engage with any beggar, do not make eye contact and do not attempt

to communicate with the beggar in any way, under no circumstances open the door.

g) Travelers are not to open or attempt to open any door unless instructed to do so, and

/ or in an emergency until they reach their destination.

h) Travelers are to avoid causing any distractions by conversing with the driver or vehicle

commander during the move.

i) The driver is NOT to use his/her cell phone while driving.

j) Suitable medical and firefighting equipment must be carried at all times.

033: All PLSO moves are subject to an extensive mission management process which includes

risk assessment. Therefore, when participating in a PLSO move travelers MUST not attempt

to redirect the driver, and or make alterations to the planned itinerary, (JMP).

034: The senior person on the journey has primary command and control during any moves

and is authorized by the OM to make any diversions or changes necessary during any move in

order to maintain the safety and security of all travelers. Any change will be investigated by

the OM.

035: When participating in a PLSO move WS INSIGHT (K) Ltd personnel are to comply with

any instruction given by the vehicle commander. Under no circumstances are WS INSIGHT

(K) Ltd personnel to argue or confront the journey commander during the move. Any issues

and or concerns are to be addressed after the journey through the PLSO OM.


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036: In the event of a breakdown or incident during a move travelers will remain inside the

vehicle until/unless instructed otherwise by the Journey Commander.

037: Details of any PLSO move timings and/or destinations are considered to be very sensitive

information and only released to those who need to know in order to maintain operational

security (OPSEC).

038: It is the responsibility of all PLSO team members to monitor the OPSEC of planned road

moves, and should there be safety concerns associated with the inappropriate and

unauthorized release of the details of a move, then the mission is to be changed, postponed

or cancelled to arrest the safety concerns.

039: All PLSO vehicle movement requests are to be submitted by the traveler to the OM by

16:00hrs a minimum of 48hrs in advance, in order to ensure sufficient time is available for the

OM and journey commander to plan and conduct the full risk mitigation process.

040: All personnel are to keep themselves updated on the current threat by monitoring open

source media, listening to the threat updates that are provided and asking questions of the

OM and WS INSIGHT (K) Ltd ROC and risk management team.

041: All personnel are to ensure they are aware of the current security condition and threat

status.

042: All personnel are to ensure that they have read and are familiar with site and office

specific security pans, including but not limited to WS INSIGHT Security Plan, WS INSIGHT

Health & Safety Policy, WS INSIGHT (K) Ltd Business Continuity Plan, Relocation & Evacuation

Plans and be aware of how these plans affect them if initiated / implemented.

043: All personnel are to ensure that they are familiar with the office and work site access

control measures and comply with them at all times.

044: Personnel MUST NOT wear any item of military or police uniform, personnel are to be

appropriately dressed for a multi-cultural business environment and or as directed by WS

INSIGHT (K) Ltd CD.

045: At WS INSIGHT (K) Ltd office location all PLSO personnel are to display their issued ID

card at all times. It is recommended that staff wear the ID around the neck at chest height so

it is clearly visible. If an ID badge is lost or stolen then this MUST be reported to the OM/CD

immediately.

046: All personnel MUST challenge any individual or group who are inside the office who are

not displaying the appropriate ID card in the correct way. If they are found to be authorized

then they are to be counseled in the requirement. If there is doubt, call for security assistance

or escort them to the reception area. Please be polite at all times.

047: No personal cell phones are permitted inside the ROC at any time.

048: Personnel must arrive on time for any PLSO vehicle movement allowing at least 10

minutes before the move to receive a ‘tailgate security briefing’.


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049: FSAs are to ensure that they utilize/activate the SECURE24 application on their cell

phones for all movement during the working day, conducting a secure login to confirm their

personal safety at each leg of all journeys and as an absolute minimum once per day.

050: The Company has a code of business conduct/ethics. All personnel are to treat each

other with respect and common courtesy at all times. Should any issues or situations arise

that may cause conflict between individuals then these matters are to be brought to the

immediate attention of management chain. The OM is to be informed of any and all

altercations.

051: FSAs are to submit a Monthly IP Engagement plan detailing their intended plans for IP

engagement for the forthcoming month. These plans are to be updated on a weekly basis

(maintaining a full month of engagements) and submitted to the OM, SA and IO for review.

These plans will be used to support travel expenses and will be kept on file by the IO for the

duration of the program and for 5 years beyond.

052: FSAs will conduct a minimum of two IP engagement meetings per working day.

053: The IO is responsible for the storage of information received from all IPs and any other

documentation related to the PLSO program. This information is to be easily located on the

server and any changes to the filing system must be communicated to the OM and SA.

054: No PLSO team member is to store USAID-PLSO information on their personal laptops.

All program information is to be downloaded and stored on the secure server.

055: FSAs are to submit their individual travel expenses to the OM twice per month on 15th

and 30th day of each month or the closest working day to these dates. FSAs will receive

payment by MPESA in order to maintain the ability to travel and continuity in IP engagements.

4.0 SOP 04- EXPENSES, VEHICLE, PHONE AND PURCHASING

POLICY

4.1 INTRODUCTION This document contains guidance and direction for the PLSO Operations Manager (OM) and for the

WS Insight accountant to help them manage travel expenses, overnight subsistence expenses and per

diem allowances, the PLSO vehicle, company mobile telephones and other miscellaneous expenses

including ad-hoc purchases.

This policy is not to be disseminated outside the distribution list.

4.2 PRINCIPLES AND GENERAL GUIDANCE

Profit margins are tight on the PLSO contract and all members of staff are expected to minimize

costs wherever possible.

All travel between accommodation and the WS Insight offices is the responsibility of the OM and

not WS Insight, although, when the PLSO vehicle is not being used for PLSO business, the MD

authorizes the OM to use the PLSO vehicle for this purpose. Full direction on the use of the PLSO

vehicle is contained within this document.

PLSO FSAs will be expected to find accommodation in their designated regions, chosen in order

to best support IPs in the region. All costs associated with FSA accommodation and life support

in their designated regions are the responsibility of the PLSO FSAs and not WS Insight.


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Every effort will be taken to ensure that the FSAs are deployed to an area that suits them and that

once deployed they are not moved to another region unless it is operationally essential to do so.

If FSAs are unhappy with the designated location, they may appeal in writing to the OM.

Once deployed, the OM is expected to visit at least one regions each month, to support the

deployed FSAs in those regions and to supervise their activities. If this travel means that the OM

is unable to attend the bi-monthly meeting with the USAID EXO, an alternative rep from WS

Insight and PLSO will conduct this task.

Once deployed to their regions, FSA are expected to spend the majority of their time visiting IPs

and developing relationships with them, as well as developing their network of security contacts

in the region. All travel claims will be refunded twice a month, in accordance with the detail

contained in this document. If the FSA is required to spend a night away from their normal

accommodation in the region, then they may claim overnight subsistence, which may include food

and incidental expenses. No claims for food can be made if the FSA returns to his normal

accommodation at night.

Depending on the region, some FSAs will require more overnight visits each month than others.

It is the PLSO OM’s responsibility to ensure that the total monthly overnight subsistence spend

does not exceed the recommended budget. Robust forward planning will be required to achieve

this, with FSAs submitting Monthly Travel Plans and updating them on a weekly basis thereafter.

Travel should be taken in the most appropriate and cost effective manner possible. Most of the

time this will be by the PLSO vehicle, by personal vehicle, by public transport, taxi or self-drive

hire car. On occasions, small 4x4 vehicles will need to be hired, when visiting IPs in remote

locations where road conditions are bad.

The Senior Analyst (SA) and Junior Analyst (JA) are required to travel regularly to develop their

understanding of the security environment and to support FSAs. Ideally this would be a one or

two day trip each month. When they do, they should travel with either the OM in the PLSO

vehicle, or accompany an FSA who is going for a field trip assignment or if necessary use the other

modes of transport as described in this document. The JA is not to travel alone.

PLSO staff are entitled to an initial advance in lieu of receipt based travel and overnight subsistence

claims.

Each month actual travel and overnight subsistence claims will be processed and refunded via bank

or MPESA payments. At the employees’ contract end, reconciliation will conducted and any

outstanding advance from the final month retained or reclaimed (via final salary payment) by WS

Insight.

A contingency fund will be held at all times for PLSO by WS Insight finance to allow for unplanned

journeys in support of IPs, in addition to refunding expenses.

4.3 DOCUMENTATION

The following reports and forms have been produced to assist in the delivery of PLSO services to IPs

PLSO IP Engagement and Travel Plan

The OM and SA are expected to maintain a PLSO IP Engagement and Travel Plan. This MS Excel

document, is to forecast all IP engagement as well as travel plans. There is to be a tab for each week,

and forecasting must extend for at least four weeks at any one time. Each tab must contain the facility

to record actual engagement and travel against planned engagement and travel. In this way the Monthly

Travel and Subsistence Reconciliation Report will be simple to complete. FSAs are to ensure their

monthly travel planner is updated at the beginning and end of each month and sent to the OM and SA.

PLSO Staff Travel and Overnight Subsistence Claim Form

Bi-monthly (mid-month and end of month) the OM will submit Travel and Overnight Subsistence Claim

Forms for each of the PLSO Staff members who spent money on travel and overnight subsistence to


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the country director for approval. The OM will provide any additional context required and obtain

the country director’s signature on each claim form, before bringing the forms to the Finance team for

processing. All approved claims are to be with the Finance team by the first working day of half a

month and the first working day of the end of month. Once they have verified that the claims are

appropriate and legitimate they will present them to the MD for final approval. Claims will then be

processed as soon as possible and bank or MPESA payments made in a reasonable time to ensure

PLSO operations are not impacted.

PLSO Daily Vehicle Use Log

A PLSO Vehicle Daily Use Log must be completed for every journey made in the PLSO vehicle, with

each journey signed by the PLSO staff driving the vehicle. The log must contain, as a minimum: the

date, the purpose of the journey, the name and signature of driver, the names of all passengers, the

start mileage, the end mileage, and the details of any fuel added during journey, amount of fuel added

in litres, total cost. A log is already in as the PLSO vehicle and is being used as required. These logs

must be signed at the end of each working month by the OM and stored electronically by the Office

Manager and the IO.

4.4 TRAVEL EXPENSES

The PLSO OM is to plan his monthly travel and IP engagement to ensure that the PLSO

monthly spend on travel does not exceed limits.

All travel and subsistence claims will be paid bi-monthly by the 5th working day after

submission and approval of claims by OM. The OM can authorise one return commercial

flight within Kenya each month to allow the OM or FSAs to support IPs in remote

locations.

Hiring of any vehicles should be approved by OM prior to any agreement being made.

Where hire cars need to be booked by PLSO team members, costs will be refunded in

the manner already described in this policy.

All claims for travel costs must be supported by receipts.

All travel expenses on fuel should be supported by ETR receipts.

4.5 APPROVED METHODS OF TRANSPORT The over-arching principle when determining which method of transport to use is to obtain best value

for the PLSO. The task should not be compromised but neither should unnecessary expense be

incurred. The security of team members and their equipment should be considered when selecting a

mode of transport. The Regional Operations Centre (ROC) vehicle or any other Warrior INSIGHT

vehicles are not to be used without prior authorisation, from the OM. The following are all approved

methods of transport.

The PLSO vehicle

o The PLSO vehicle is to only be used for the PLSO contract, and not for any other WS

Insight business. If it is to be used for business not related to the PLSO contract, then

authority must be received from the country director, in writing, prior to such use. In

extreme circumstances (to prevent death or injury or potential death or injury) then

the country director, OM or SMT Duty Manager may authorize its use prior to the

written approval. In such circumstances, the authorizing senior manager is responsible

for obtaining written approval in retrospect.

o Members of the PLSO team, except for the OM, are not permitted to use the PLSO

vehicle for personal reasons.

o Members of staff are not to drive the PLSO vehicle within eight hours of consuming

any amount of alcohol, or mind altering drugs, whether prescribed or not.


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o No member of staff is to drive the PLSO vehicle if advised not to drive vehicles by a

practicing medical doctor, whether it is because of prescribed medication, injury or

recovery from a medical operation or any other reason.

o The OM is to ensure that the in-vehicle tracking system is functional at all times and

that all PLSO staff required to drive the vehicle are trained in its use.

o The OM is to ensure that the Regional Operations Centre (ROC) monitor the in-

vehicle tracking system at all times and are prepared to respond appropriately to panic

alarms and speeding events.

o The OM will ensure that the ROC Senior Security Coordinator (SSC) Team Leader

(TL) provides the OM with any details of speeding violations by 1000hrs each weekday.

o The OM and FSA CE (where appropriate) are to ensure that the vehicle is road worthy

and carries all the safety equipment required by Kenyan law at all times.

o All drivers of the vehicle must ensure that they are conversant with all Kenyan driving

legislation and rules; they must adhere to these and they must not drive the vehicle at

speeds in excess of the speed limits for the roads they use.

o All encounters with Kenyan security forces whilst in transit must be reported

immediately to the ROC.

o All fines imposed by the Kenyan Police Service for traffic offences are to be paid by the

driver. WS Insight will not reimburse any costs in this respect. No member of the

team is to pay a bribe at any stage during their contract of employment whilst on PLSO

business or whilst driving the PLSO vehicle.

o The OM is responsible for ensuring that anyone driving the vehicle is in possession of

a current Kenyan or international driving license, appropriate for the vehicle. He must

further ensure that electronic copies of the licenses are stored electronically prior to

the driver using the vehicle. It is emphasized that all drivers must carry their license

whilst driving the vehicle. The PLSO IO is to create and maintain a register of PLSO

staff member’s driving license expiry dates and must alert the OM one month before

license expiry in respect of all PLSO team members.

o For all journeys outside Nairobi city, there must be a minimum of two members of staff

in the vehicle (a driver and at least one passenger). If this is not possible for operational

reasons then the OM must obtain written authority from the country director to waive

this direction.

o WS Insight Secure Journey Management (SJM) practice will be used when appropriate

and if required by the security situation.

o All fuel for the PLSO vehicle must be purchased with the issued PLSO Shell fuel card

and receipts retained.

o A PLSO Vehicle Daily Use Log must be completed for every journey and signed by the

driver whether the use is business or personal (refer to earlier notes).

OM use of the PLSO vehicle

o The PLSO OM may not use the vehicle to travel outside Nairobi City for personal

reasons. It must be available for PLSO related tasks, within 40 minutes.

o The OM must be in possession of a valid driving license.

o Any personal use of the vehicle must be authorized in writing by the country director.

Personal vehicles under the following conditions:

o All PLSO staff who intend to use their own vehicle for business travel must submit an

electronic copy of their driving license to the PLSO OM and IO for filing, with a register

held by the IO to record driving license expiry dates. The OM is to be notified by the IO

one month prior to driving license expiry date.


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o The vehicle must have valid insurance cover (minimum third party). Electronic copies are

to be held by the OM and IO, with a register held by the IO to record insurance expiry

dates. The OM is to be notified by the IO one month prior to insurance expiry date.

o Journey distance must be recorded on the Daily Situation Report (DSR) and fuel claimed

back on expenses.

Public transport

o Receipts are needed to claim cost of journey.

o Journeys are to be recorded on the DSR.

Taxi

o Uber is to be used in Nairobi and Mombasa, with the monthly invoice attached to a

team member’s monthly PLSO Staff Travel and Overnight Subsistence Claim Form.

o All Journeys are to be recorded on the DSR.

o Receipts are needed for all journeys.

Self-drive hire car

o Hiring of any vehicles should be approved by OM prior to any agreement being made.

o When team members need to book their own hire vehicles, receipts are needed,

including for fuel, parking etc.

o All PLSO staff who intend to use self-drive hire cars for business travel must submit an

electronic copy of their driving license to the PLSO OM and IO for filing.

o The cheapest hire car appropriate for the task must be booked. In other words, best

value must be obtained.

o All Journeys are to be recorded on the DSR.

5.0 SOP 05- PLSO MOBILE PHONES All PLSO staff members have been issued with company mobile telephones.

The OM is to ensure that costs are kept within the monthly allowances allocated.

All PLSO staff members have been required to sign the WS Insight Mobile Phone Policy, V-

001, dated 12 Aug 2015. They are all to abide by the policy contained in that document.

6.0 SOP 06- PREVENTIVE AND CORRECTIVE ACTION Non-compliance issues related to the procedure implementation shall be identified through auditing

and relevant persons given preventive or corrective action to ensure compliance in their respective

areas.

Information Security - System encryptions protocols

The PLSO has put in place the following measures;

The project utilises Rackspace Content Protection and Security platform on all project laptops to

allow all PLSO employees to access their email files using individual passwords and usernames. In

addition, the PLSO has a second step for encryption. All PLSO data on their computers is to be

stored in encrypted containers which are disguised either as a word file or a JPEG image.

WS Insight IT Head is to train new PLSO staff to the Security Operating Procedures (SyOps) for

administration, processing, storing and transmission of information. These SyOps reflect and agreed

best practice policy and no deviations from it are permitted.


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The Head of IT is to install a computer software that prohibits employees from downloading illegal

or unlicensed software from the internet. Employees are required to use computer software

purchased by the company from a variety of external providers.

7.0 SOP 07- RECRUITMENT POLICY & PROCEDURE

7.1 INTRODUCTION Effective recruitment, selection and training are central and crucial to the success of Insight (including

the Insight Group of companies). The company’s success depends on finding people with the

necessary skills, expertise and qualifications to deliver the Company’s strategic objectives.

The policy applies to all recruitment at Insight. Its implementation is a key management

objective and the responsibility of every employee. The underlying principle is that Insight

can only meet its strategic goals, if it ensures that people with the right skills are in the right

role at the right time. To implement the policy Insight shall:

Ensure that a vacancy exists or be part of the approved company growth, by completing the

recruitment approval form.

Ensure that a job description specifying the principal duties and responsibilities and

specifications of the ideal applicant is prepared.

Advertise all vacant positions internally, externally or both as the situation may dictate.

Ensure that short listing is done by the HR department with the active involvement of the

requesting Manager or entity.

Be approved in line with Company approvals, budgets and limits of authority.

Ensure that serving (internal) applicants who meet the job requirements for the vacancy and

have the potential for development will be given priority when filling the vacancy.

Ensure that all promotions are strictly on merit upon appraisal and recommendation.

All employees are required to be over 18 years old.

7.2 GENERAL APPLICATIONS Insight is committed to considering each application to the company in a fair and consistent manner.

The recruitment email address is [email protected] (for the Insight Group); all applications

should be channelled through this address. Any application that is received by any person in the

company should be forwarded to this address and the Administrator (an HR employee) will channel

and manage the correspondence accordingly.

Each application whether successful or unsuccessful will receive a reply using a company standardized

email. The Administrator will be responsible for administering all correspondence. Each applicant will

receive an acknowledgement email within 48 hours of application. A further email informing the

applicant of whether the Company would like to interview them will be responded to within two

weeks from the date of application.

7.3 THE RECRUITMENT PROCESS Step 1 - Creating a Vacancy

When a need for a new position is identified the department manager should consult the HR

Manager who will in turn discuss with the relevant Country Manager or Country Director, COO,

CEO or Director, to establish not only the business need for the new position, but also to check

that budget, salary grades and benefits have been taken into account to ensure that the new position


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is in line with current company grading levels. The Company recruitment approval form should be

completed. The following points will be established as and where necessary:

1. Job/Consultancy title

2. Reporting line

3. Job description/Consultancy's profile/Person specification

4. Salary Range/ Consultancy Fee

5. IP and Specific IP Requirements

6. Business needs and budget

7. The minimum qualifications and required levels of each position have been detailed

Step 2 - Advertisement of Vacancies

All vacancies will normally be advertised on the website and as required in other media such as

newspapers, which will allow the vacancy to be advertised both internally and externally.

Applications through “word of mouth” are encouraged, but will follow the same process. Only

approved agencies should be used and advertisement in newspapers and external websites requires

approval from the Senior Management. All recruitment advertising will carry Insight’s logo and name

and conform to the standards laid down for external advertising and contribute positively to the

company’s image in the employment market.

The 4 main sources for suitable applicants that must be considered by the COO/CEO and or

Director are:

1. Succession planning

2. Internal Market

3. External Market

4. Redeployment pool

Succession – Formal commitment by the company and an individual to develop an employee for a

future role, which is supported by formal training and job, related experience. Where a succession

applicant exists the receiving manager must approach the current manager to arrange an interview to

establish if the person meets the criteria for the position.

Internal Market – As part of Insight’s commitment to develop and advance our people’s careers,

vacancies will be advertised internally in order to offer opportunities to progress and develop within

the company. Applicants must discuss their application with their current manager prior to applying;

this ensures communication throughout the company and allows for the current manager to prepare

for any backfill that may be required. Where internal applications have been received, it is essential

that the receiving manager responsible for the vacancy communicates with the current manager of

the applicant, prior to any invitation to interview and again prior to any offer.

External Market – Insight uses the following sources to obtain external applicants: newspapers,

the company website, managed agencies, recruitment websites and word of mouth.

Redeployment Pool – In the event of a redundancy situation, all employees will be considered for

redeployment. Where a suitable alternative position is available employees on redeployment will be

given priority to be interviewed to ascertain suitability for the vacant position.


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Step 3 - Selection of Short listed applicants

All applications should be considered for the vacancy by the interviewer. A list of potential applicants

should be drawn whom the panel would consider interviewing. This short list of applicants will be

contacted initially by a member of the HR team for an informal chat to gauge their current

employment, personal circumstances and their expectations.

The panel must decide upon the most suitable combination or method of selection:

1. Interview

2. Technical Assessment

3. Problem solving

4. Psychometric Testing

Whatever method of recruitment is utilised the company’s ambition is to recruit the best person for

the job. Whether that person comes from the internal employee body or the external market, each

applicant should be given fair and equal treatment during the recruitment process.

Step 4 - Interviews

Successful short listed applicants should be called and notified. A follow up email should be sent with

exact details of the interview date, location and panel.

An interview panel is to be convened for all recruitment and should as a minimum consist of 3

people, preferably made up of the requesting manager, a member from HR and an independent third

party. The level of the interview panel should be commensurate with the level of the candidate being

interviewed.

The panel conducting the interviews for Insight should ensure that the following guidelines are

adhered to:

1. One member of the panel should be nominated as the Chairperson.

2. All members of the panel must have a clear understanding of the job description and person

specification and the competencies that they are looking for in the applicants.

3. If the interview is of a technical nature a set of structured questions should be established

around which the technical part of the interview will be conducted to ensure consistency.

4. A room with no interruptions must be arranged.

5. The panel should make sure that all applicants are treated with respect and courtesy and are

made to feel at ease.

6. The panel should remember that the following characteristics must not be used in decision

making: race, tribe, colour, HIV/AIDS status, religion, pregnancy, sex, age, national origin, marital

status, physical disability or any other protected characteristic.

7. The Chairperson will introduce the Company and give a detailed description of the type of

Company, the type of work involved etc.

8. Insight Group Human Resources Manual

9. The interview panel should make independent assessments of all applicants.

10. Interview panel should then regroup to make a group decision of shortlisted applicants.

11. Correspondence to unsuccessful applicants should be made.

12. Second round interviews should take place if necessary

13. Following the second round of interviews, the panel should again make independent assessments

of all applicants and regroup and decide on whether a suitable applicant has been identified.


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14. The interview shall be documented by each member of the interview panel in the Interview

Score Sheet.

Step 5 - Selection

This is the time for all involved in the recruitment process to review the candidates, weight the

applications, and select the best candidate. Any and all selections must go through the CEO/COO

for final approval. The Head of Department or Country Manager, Country Director must complete

the Recruitment Selection Approval Form. The top three candidates must be summarised in order of

preference, followed by a recommendation, justifying the choice to the CEO/COO.

Step 6 - Confirmation & Reference Checking

The HR Manager or a nominated HR representative will inform the successful applicant by telephone

or email and provide informal notice of employment. The applicant must be advised that the decision

is dependent upon the provision of acceptable references, correct documentation and successfully

passing any mandated screening measures (if stipulated) such as medical, polygraph.

All new employees must complete the Health Declaration Form.

1. Verification of previous employment history. Two recent candidate references are required.

Verification is done in two steps: firstly checking authenticity with the referee by a phone call

and secondly sending the Reference Request Form to the referee for verification that it is

original and written by them or requesting a written reference from them. This verification is

to be conducted by the HR manager or in their absence a nominated back office support

person. The candidate must provide a CV showing all previous employment.

2. The aim of reference checking is not to obtain detailed information regarding the referee’s

opinion of the applicant’s personality or character. Rather it is to obtain factual information

and to clarify important aspects. The referee must be asked to provide actual examples of

the applicant’s behaviour in the competency area of interest. Reference checks should be

used to corroborate specific facts and to clarify details of events mentioned by the applicant

in the job interview. Copies of all qualifications and certificates must be received by the HR

department for the individual’s file.

The HR department is to confirm the verification and vetting of all employees/consultants has been

completed and recorded in the applicant’s personnel file prior to engagement of service. As and

where possible or applicable the HR Department will utilise the Insight Guard Vetting procedures.

On receipt of acceptable references and verbal acceptance of the employment offer, the HR Manager

will make a verbal offer followed by a written confirmation of the employment offer.

3. All unsuccessful interviewed applicants are also to be notified.

The qualifying applicant must be informed to settle

The qualifying applicant must be informed to settle matters arising out of previous

employment before undertaking an engagement with Insight.

Step 7 – The Induction Programme

This is to be determined and designed by the HR department along with members of the department

the new employee/consultant will be joining. The new employee/consultant will sign off the induction

form.


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Step 8 - The Probationary Period (PP)

All new personnel, unless specifically excluded by a Director must undertake a period of

probationary employment, which must never be less than 3 months. The purpose of the PP is to

allow the individual to adapt to the employment and for the Company to determine whether the

individual has the character, capability and capacity to add value to the Company.

The new employee should be closely monitored by the line manager and appropriately assisted by

the nominated mentor in order to have every opportunity to pass through the PP. After the

probationary period stated in the contract is complete (this is usually three or six months) the new

employee/consultant must have a probationary review from the nominated line manager. The

manager, following the probationary review, makes the decision on the employee’s ability to

demonstrate probationary competence. The manager will determine whether the person has

successfully completed their probation, requires further training, whether the probation should be

extended or if they should be released from employment.

The decision is based on whether the employee/consultant has been able to demonstrate that they

are competent to perform the job that they are employed to do.

All communications will be logged in the person’s personal file.

Step 9 - Mentoring

Insight provides a mentoring process for all employees. Mentoring is most often described as a

professional relationship in which an experienced person (the mentor) assists another (the

mentored) in developing specific skills and knowledge that will enhance the less experienced person’s

professional and personal growth.

The purpose of such mentoring is to ensure that new employees are monitored and supported

during their probationary period. It ensures that employees have the highest standards and quality

instilled into them and the tools to maintain them.

Mentors are able to advise on everyday matters such as standard operating procedures, payroll

queries, welfare issues and personal administration.

Procedure

The mentoring process will be overseen by the HR department with the support of the relevant

department heads, along with the allocation and appointment of a mentor for new employees. With

regards to the guard force, Operations will allocate and appoint the appropriate mentor for guards

who have successfully passed the basic training course.

Once a month, mentors will be expected to appraise the mentored using various criteria, including

but not limited to performance, appearance, attitude and aptitude. The mentor should use the

probation review form, to document the mentoring process and the monitoring of the mentored. A

new form must be utilised on a monthly basis, where the individual is formally assessed and both

parties sign in agreement.

Upon successful completion of the mentoring/probation period, the final assessment will be

forwarded to the relevant Head of Department by the HR staff and stored in the individual’s

personnel file.


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Step 10 - Confirmation of Appointment

Upon the completion of an employee/consultant’s probation period, the process of

confirmation/deferment or termination of the new employee takes place. This process is dependent

upon the probationary appraisal results, which are conducted at the end of the probation period.

After approval from the immediate manager confirmation, deferment or termination of appointment

is processed by the HR Manager. The Probationer is then informed of the confirmed appointment in

the form of a confirmation of probation review.

The manager of the probationary appraisal and the employee should analyse any training gaps and

agree on set objectives.

The process of demonstrating competence has to occur throughout the employment cycle of that

individual. The manager is required to continually assess the employee/consultant’s competence. Any

developmental needs that are identified have to be met through various approaches to training and

development. The process is on-going and should be maintained throughout the year and is of

course part of the appraisal process.

8.0 SOP 08- PLSO-IP QUARTERLY & ROUNDTABLE MEETINGS The following is the process of planning and holding quarterly/regional roundtable meetings;

The Operations Manager (OM), Information Officer (IO) and Senior Analyst (SA) decide on

a suitable date to hold the meeting.

The IO follows up with relevant hotels/venues to find pricing estimates and confirms with

OM before making reservations. This is dependent on the allocated budget and anticipated

number of participants.

The IO sends an invitation email to the relevant distribution list, at least two weeks in

advance of the scheduled date. The IO records all responses to allow for tallying.

The OM, SA and other team members source for guest speakers- from IPs, USAID and

other external organizations.

A reminder email is sent to the relevant distribution list, one week in advance of the

scheduled date.

A program of the meeting is developed and shared with IPs and USAID, three days before

the meeting date.

The IO prints out sign in sheets for attendees to register as they arrive for the meeting.

After the meeting, the IO sends the presentation covered in the meeting to all attendees.

9.0 SOP 09- ISSUANCE OF ALERTS

Security Alerts notify IPs and USAID of an ongoing or recent security vent.

9.1 PLSO ALERT For any event that has the potential to have an impact on IPs day-to-day operations.

These concern incidents that may require the recipient to take action in order to stay safe. The

event has the potential to have a direct impact on the IP. They normally concern ongoing threats and

could include:

Protests / demonstrations

Roadblocks

Damage to roads

An ongoing terrorist attack


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All PLSO Alerts should be sent as SMS.

In the case of a significant incident which could have an immediate impact on IP safety, an Insight Alert can

be disseminated before the information is fully verified. In this case, the SMS should indicate the information

is “UNVERIFIED”.

9.2 PLSO INFO These concern incidents which the IP should be aware of but which will not affect the safety of the

IP. They normally relate to events or incidents that have passed or which are taking place in an area

where no IP is likely to be.

The event is significant to IP’s awareness of the security environment, but will not affect day-to-day

operations and does not require action to be taken.

This could include:

Recent terrorist attack on the border with Somalia

Cattle raid in northern Kenya

Conflict on border with Ethiopia

Significant crime incident of great public/IP interest

Only send Insight Info’s as SMS if the event took place within the last 24 hours. If no SMS is to be

sent, the email should read:

“Please note that this Insight Info has not been sent as an SMS due to the time passed since the

incident took place”.

9.3 PLSO TRAFFIC These are intended to inform IPs of major congestion or incidents which could affect the movement

of vehicular traffic around the city.

It is noted that WS Insight cannot issue traffic SMS alerts for every incident of congestion in Nairobi.

Only incidents out of the ordinary should be issued as traffic alerts. These may include the following:

Closure of any major roads

Roads closed due to an organised event

Extreme traffic due to road works etc.

Blockage of a major road, caused by fallen tree, traffic accidents etc.

Blockage of a major road due to flooding

Movement effected by damage – road / bridge collapse

Extreme traffic due to control during movement of VIPs

Insight Traffic alerts will never be sent as emails.

9.4 PROCESS The SMS provides information quickly and succinctly for the most critical events. These messages are

designed to be timely and brief. An SMS should be sent no more than five minutes after information

is received about a significant event:

An email should follow within 20 minutes of receipt of the original information (except for Insight

Traffic). The email should contain a PDF attachment with additional detail. This is a one page report

which includes the time of the incident, the location and the nature of the incident. The report

should include a map with the location of the incident. The email concludes with brief advice for IPs

guiding their reaction to the reported incident but there is no analysis.


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10.0 SOP 10- QUALITY ASSURANCE PLSO conducts various exercises to obtain feedback on its services and deliverables to IPs.

1. A feedback database was created at the beginning of the program and is constantly updated

by the Senior Analyst (SA) and Information Officer (IO). The database contains a series of

responses from IPs and USAID collected during the period of the contract.

2. PLSO uses a satisfaction questionnaire during roundtable and quarterly meetings to acquire

information on the level of satisfaction with PLSO deliverables. These are handed out in hard

copy form and later scanned and saved as PDF documents on the shared server.

partner liaison security operation

Documents