rapid deployment service

Support Services Group SSG & RDS Introduction

Support Services Group

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Rapid Deployment Service

By David Stubbs



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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



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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



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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



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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



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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



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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)



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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.



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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



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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



11

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

rapid deployment service

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