Technology – Page 4

5 SMART KPIs FOR YOUR SECURITY OPERATIONS

Mark Folmer, CPP, TrackTik

This is a no-brainer: Why does a client prefer to work with a security services provider that can measure their own performance?

Because those numbers give your client the peace of mind that comes with knowing their business has been secured in the way agreed to.

So naturally, as an owner or manager of a professional security service solutions provider, you want to have key performance indicators (KPIs) for your business in order to measure performance and efficiency.

Choose your KPIs with care

checklist Now KPIs come in a slew of varieties. Today, let’s focus on those related to your field service operation. So let us assume that the fact-finding questions you ask about your client’s needs, assets, risk profile, etc., lead you to this conclusion: Onsite guards and mobile guard patrols are part of a cost-effective solution to the client’s situation.

Being slightly obsessed (your business or life partner uses other words) with efficiency, you understand the value of adopting a Computer Assisted Dispatch (CAD) solution: It ensures your field security patrols and responses are coordinated as efficiently as possible.

If you are forward thinking, you have linked your CAD solution to a security workforce management platform (that also includes a security guard tour system). Having this software allows you to fully automate your KPIs and also drive up field service business by offering data-supported Service Level Agreements (SLA) to your client.

Since you have taken the time to invest in the best training and equipment for your mobile teams, now you want to know how well they are doing. Consider these five smart KPIs for your field operations:

1. Completion Rate

Having spent time with your client analyzing security requirements, your ultimate goal is to achieve 100% of the site visits promised.
That number means that the client is receiving what they want and you can invoice all that has been agreed to.

2. Response Time

Measuring response time is the ultimate efficiency measure. So you want to respond as quickly as possible. It goes without saying that responding within the agreed-to response time is critical.

3. Overtime

You set your staffing levels based on the anticipated volume of calls and service delivery. That said, you want to minimize the unbillable overtime incurred by shared service units in order to be profitable and get a precise view of your productivity.

4. First-Time Fix Rate

By equipping mobile staff with all the information they need to properly access and respond to a site, you are driving first-time fix rates. Limiting the need to send additional or multiple units means you are more efficient.
Providing all the information your staff needs means that they are more accurate, can take appropriate action while onsite and can provide the client with a detailed incident or activity report.

5. Client Satisfaction

Have you ever had a client ask the operations center, “When will the response unit be onsite?” If your system is properly automated, you will be able to answer that question very easily, and support your client’s peace of mind.
Other items that can propel client satisfaction include: accurate invoices, incident reports sent to the right people and reports that accurately and richly provide details of any incident.

Stick to SMART KPIs

clock If you wish to identify other KPIs specific to your business, ensure that the objectives are SMART (Specific, Measurable, Attainable, Relevant and Time-sensitive). Keep in mind that less is more. Having too many KPIs can be difficult to manage and lead to more confusion.

The items in the list above have focused on client and business owner satisfaction. It is worth mentioning that fair and clear KPIs can also motivate staff. In fact, using KPIs to align staff performance with business success is an alternate way for driving team performance and engagement.

Building your business based on clear and measurable performance indicators will drive client satisfaction, employee performance and build up your business’ reputation.

Mark Folmer, CPP, MsyI
Vice President, Security Industry
mark@tracktik.com
Twitter: @markfolmer

CHANGE IS HERE

Steve Reinharz, President, Robotic Assistance Devices, Inc.

‘Change’ is one of the most overused words and concepts in most every industry. It gets people’s attention; it clicks and is therefore a powerful word for promoters to use. People generally are fearful of change because it challenges the stability that so many seek.

Change is opportunity and risk. Opportunity of being part of the ‘next big thing’ and risk that if you miss out it could be catastrophic. And although it’s an overused word I’m going to use it here: Our guarding industry is finally being changed by emerging technologies.

Historically we haven’t had much ‘real’ change in guarding because of the nature of guarding itself. Since the ‘sell’ of guarding is a human at a location(s) there has been little ability to innovate. Instead, much of the industry has been trading a similar commodity service and there’s been few opportunities to do anything other than compete on price in a race to the bottom. Naturally there are many exceptions; I’m simply talking about the part of the market with these characteristics.

But finally, for better or for worse, real change is here and we are going to have separation between adopters and resistors. And as always the adopters will prevail. Adopters can be characterized as more forward-thinking, risk-taking and engaged than resistors.

A parallel example is what happened in security integration industry in the late 90s. DVRs and IP based solutions started to emerge. Adopters thrived and resistors struggled. Same thing for many industries that had significant technologies introduced.

For guarding the revolutionizing technology is called ‘robots’. I write it like that because until the technology is perfected and given a real name we’ll call them ‘robots’. Someone once told me that ‘a robot is a robot until it’s called a washing machine’ which illustrates the point that immature technology gets a unique name and industry once it proves itself. But it will get better and it will get better faster.

Today’s rolling robotic solutions are far from perfect and in many cases have questionable usefulness but let this be notice that the technology is rapidly improving and the change is here today. Stationary artificial intelligence solutions are here today and proving themselves incredibly useful. In five years I expect this industry’s service offerings to be considerably more complex, lower cost, higher profit and better performing.

Change will bring opportunity and risk. Early adopters are noticing, learning more and experimenting with these new technologies. They’ll be the winners from this period of significant change that has started.

Steve Reinharz is the founder and President of Robotic Assistance Devices (RAD). A proven, seasoned leader in the physical security industry with 20+ years of experience holding various roles in multiple disciplines, Mr. Reinharz has led RAD to create and launch a successful line of artificial intelligence powered solutions specific for the guarding and concierge industries.

Mr. Reinharz’s experience is multi-faceted in that he’s been an end user, created and managed his own security integration firm and held various other industry roles. Mr. Reinharz speaks and works panels at ISC East and West and ASIS.

‘Force-multiplication’ has been the hallmark of Mr. Reinharz’ career. Specifically using technology to improve client security. Mr. Reinharz credits almost two years of work performed with the LAPD as the basis for many of the technological innovations he has launched.

Mr. Reinharz has called Orange County, California home since 1995 but grew up in Montreal and Toronto. He earned a dual-BS in Political Science and Commercial Studies and currently resides in San Juan Capistrano, CA with his wife and children.

THE CALIFORNIAN 2018 Q3 – 5 SMART KPIs FOR YOUR SECURITY OPERATIONS