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Rapid Deployment Service

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An ad-hoc or support guarding solution that delivers industry leading results. The only service of its kind in the UK.

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Support Services Group Rapid Deployment Service 1 By David Stubbs Support Services Group SSG & RDS Introduction
Support Services Group 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 2 Support Services Group SSG & RDS Introduction
Support Services Group 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. • Risk analysis • Corporate The Group operates the following divisional • Risk reduction • Retail structure: • Cost reduction • System design • Rapid Response • Mobile Services  Solutions  Guarding Solutions Guarding  Systems  Partners The Groups Guarding Division operates three Technical Partner distinct portfolios with an Account Manager at the helm of each. Each portfolio operates • CCTV • Biometrics • Intruder alarms • Forensic accounting autonomously with individual management • Fire systems • Data mining • Remote monitoring • Specialised software 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, 3 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 Support Services Group SSG & RDS Introduction
Support Services Group 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 Corporate (property) Education •PI training support service •Robbery/incident •Pre packed equipment •Clinical restraint training response sets •Single site AI training •Refit – new stores •Enhanced vetting •Automated remote •Enhanced vetting •CTC clearance •In house support pack •Door services – student location Lone worker •Scottish disclosure union •BSVR (Office for Civil Nuclear Security) Health care Retail Utilities 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. 4 Support Services Group SSG & RDS Introduction
Support Services Group Support Services Group Mission To deliver an end to end risk and security management solution capable of protecting our Clients from a dynamic risk environment through the expert delivery of:  Risk and Threat Analysis  Security Strategy Development and Management  On Site Security Management and Supervision  Leading edge deployment and service management of an extensive Product and Service Portfolio: o Risk Analysis and Modeling o Security Systems, Design Modeling and Implementation o Security Management design and implementation o Manned Guarding o Emergency Response & Rapid Deployment o Remote Monitoring o Mobile Services and Keyholding History Support Services Group was established in April 2000 as a supplier of risk and security management services to the private and public sector, employing approximately 600 staff nationally and operating through its divisional structure, the Group maintains a national office network based in Swindon, Derby and Glasgow with the Group 24 hour control room located in Bristol. Support Services Group employs a divisional and business unit structure designed to ensure that each part of the Company develops excellence in their core product or service area and focuses on the specific needs of their target Customer, while allowing the Group as a whole to deliver a total an end to end risk and security management solution through its Preventative Technology Management System. Organisational Structure The Group operates the following divisional • Risk analysis • Corporate structure: • Risk reduction • Retail • Cost reduction • Rapid Response • System design • Mobile Services  Solutions  Guarding  Systems Solutions Guarding  Partners The solutions division is the spearhead of the Group’s approach to service, design, delivery Technical Partner and management. Service and product delivery • CCTV • Biometrics is affected through the Groups Guarding and • Intruder alarms • Forensic accounting • Fire systems • Data mining 5 Systems Divisions with specialist products and • Remote monitoring • Specialised software services being deployed through the Groups key strategic partner network. Support Services Group SSG & RDS Introduction
Support Services Group 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- 6 a. Service Quality b. Account Management c. Account Development Support Services Group SSG & RDS Introduction
Support Services Group 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 7  Frequent use postcodes = the highest point (last 12 weeks)  Infrequent use = the highest point (last 6 weeks) Support Services Group SSG & RDS Introduction
Support Services Group 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 8 Additionally we have delivered specialist training packages that include clinical restraint, physical intervention, first aid and CCTV. Support Services Group SSG & RDS Introduction
Support Services Group 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. 9 Sector competence SSG have identified and successfully built guarding support packages for numerous sectors. Its service capability includes:  Physical intervention training Support Services Group SSG & RDS Introduction
Support Services Group  Counter terrorism checks and enhanced vetting  Lone worker management including geo fence technology  Web based incident reporting Corporate (property) Education •PI training support service •Robbery/incident •Pre packed equipment •Clinical restraint training response sets •Single site AI training •Refit – new stores •Enhanced vetting •Automated remote •Enhanced vetting •CTC clearance •In house support pack •Door services – student location Lone worker •Scottish disclosure union •BSVR (Office for Civil Nuclear Security) Health care Retail Utilities 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 10 ensure that it maintains a top 5% audit score using the ACS benchmarking system. Support Services Group SSG & RDS Introduction
Support Services Group 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 Operations Manager Divisional Director Service Manager Account Manager Serious service issue Account failure Minor service issues Re occuring service issues Same day response Same day response Response within 20mins Response within 20 mins Corrective activity agreed Correwctive activity agreed Corrected same day Corrected same day within 48hrs within 48hrs Accreditations Support Services Group holds the following accreditations:  Approved contractor status from the SIA "… is a very well run company with excellent procedures in place and a 11 forward thinking management team. The introduction of modern technology will assist the company in reaching its ambitious business plan. " Approved Contractor Scheme Auditor Support Services Group SSG & RDS Introduction
Support Services Group  UKAS ISO9001 with the recognised industry British standards of BS 7499 and BS 7858. "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." Certificate Number: 5423/06 ISOQAR Quality Assurance Auditor  NACOSS - The Company holds the National Approved Council for Security Systems Certification 12 Support Services Group SSG & RDS Introduction

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Rapid Deployment Service

  • 1. Support Services Group Rapid Deployment Service 1 By David Stubbs Support Services Group SSG & RDS Introduction
  • 2. Support Services Group 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 2 Support Services Group SSG & RDS Introduction
  • 3. Support Services Group 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. • Risk analysis • Corporate The Group operates the following divisional • Risk reduction • Retail structure: • Cost reduction • System design • Rapid Response • Mobile Services ï‚· Solutions ï‚· Guarding Solutions Guarding ï‚· Systems ï‚· Partners The Groups Guarding Division operates three Technical Partner distinct portfolios with an Account Manager at the helm of each. Each portfolio operates • CCTV • Biometrics • Intruder alarms • Forensic accounting autonomously with individual management • Fire systems • Data mining • Remote monitoring • Specialised software 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, 3 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 Support Services Group SSG & RDS Introduction
  • 4. Support Services Group 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 Corporate (property) Education •PI training support service •Robbery/incident •Pre packed equipment •Clinical restraint training response sets •Single site AI training •Refit – new stores •Enhanced vetting •Automated remote •Enhanced vetting •CTC clearance •In house support pack •Door services – student location Lone worker •Scottish disclosure union •BSVR (Office for Civil Nuclear Security) Health care Retail Utilities 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. 4 Support Services Group SSG & RDS Introduction
  • 5. Support Services Group Support Services Group Mission To deliver an end to end risk and security management solution capable of protecting our Clients from a dynamic risk environment through the expert delivery of: ï‚· Risk and Threat Analysis ï‚· Security Strategy Development and Management ï‚· On Site Security Management and Supervision ï‚· 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 • Risk analysis • Corporate structure: • Risk reduction • Retail • Cost reduction • Rapid Response • System design • Mobile Services ï‚· Solutions ï‚· Guarding ï‚· Systems Solutions Guarding ï‚· Partners The solutions division is the spearhead of the Group’s approach to service, design, delivery Technical Partner and management. Service and product delivery • CCTV • Biometrics is affected through the Groups Guarding and • Intruder alarms • Forensic accounting • Fire systems • Data mining 5 Systems Divisions with specialist products and • Remote monitoring • Specialised software services being deployed through the Groups key strategic partner network. Support Services Group SSG & RDS Introduction
  • 6. Support Services Group 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- 6 a. Service Quality b. Account Management c. Account Development Support Services Group SSG & RDS Introduction
  • 7. Support Services Group 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 7  Frequent use postcodes = the highest point (last 12 weeks)  Infrequent use = the highest point (last 6 weeks) Support Services Group SSG & RDS Introduction
  • 8. Support Services Group 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 8 Additionally we have delivered specialist training packages that include clinical restraint, physical intervention, first aid and CCTV. Support Services Group SSG & RDS Introduction
  • 9. Support Services Group 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. 9 Sector competence SSG have identified and successfully built guarding support packages for numerous sectors. Its service capability includes:  Physical intervention training Support Services Group SSG & RDS Introduction
  • 10. Support Services Group  Counter terrorism checks and enhanced vetting  Lone worker management including geo fence technology  Web based incident reporting Corporate (property) Education •PI training support service •Robbery/incident •Pre packed equipment •Clinical restraint training response sets •Single site AI training •Refit – new stores •Enhanced vetting •Automated remote •Enhanced vetting •CTC clearance •In house support pack •Door services – student location Lone worker •Scottish disclosure union •BSVR (Office for Civil Nuclear Security) Health care Retail Utilities 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 10 ensure that it maintains a top 5% audit score using the ACS benchmarking system. Support Services Group SSG & RDS Introduction
  • 11. Support Services Group 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 Operations Manager Divisional Director Service Manager Account Manager Serious service issue Account failure Minor service issues Re occuring service issues Same day response Same day response Response within 20mins Response within 20 mins Corrective activity agreed Correwctive activity agreed Corrected same day Corrected same day within 48hrs within 48hrs Accreditations Support Services Group holds the following accreditations:  Approved contractor status from the SIA "… is a very well run company with excellent procedures in place and a 11 forward thinking management team. The introduction of modern technology will assist the company in reaching its ambitious business plan. " Approved Contractor Scheme Auditor Support Services Group SSG & RDS Introduction
  • 12. Support Services Group  UKAS ISO9001 with the recognised industry British standards of BS 7499 and BS 7858. "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." Certificate Number: 5423/06 ISOQAR Quality Assurance Auditor  NACOSS - The Company holds the National Approved Council for Security Systems Certification 12 Support Services Group SSG & RDS Introduction