The Challenge
PCS Ireland provides a Total Facilities Management (TFM) service at our customers’ new Leinster based HQ & Logistics Centre. This service includes security, cleaning, and maintenance but the challenge lies in delivering a cost-effective onsite security solution for this modern, state-of-the-art complex that houses sensitive and innovative technologies.
The Solution
Despite being part of a wider TFM contract, we manage the onsite security services separately due to its critical nature. Acknowledging the importance of security, we appointed an experienced Security Operations Manager specifically for this element of the TFM contract.
Our solution is to provide high-level manned guarding services, addressing the unique security requirements of the customer’s new building. Two officers are assigned distinct responsibilities, including access control, cargo checks, and internal/external patrols. The key differentiators in our solution were:
- Client-Specific Technology – use of bespoke software required the team to work closely with the client to understand and adapt to their technology. The protection of sensitive customer information and their technology systems is paramount. The use of client technology systems sets the contract apart, such as utilising its proprietary software for incident reporting, patrols and escalations emphasises our collaborative and flexible partnership.
- Comprehensive Training – utilising onsite technology systems required adaptability, and an increased level of training of our onsite security team, ensuring officers understood crucial technical elements throughout the site.
The Outcome
Due to the nature of the customer’s business and the sensitivity around their technology systems, all service delivery improvements have been closely aligned with the client’s operational needs.
By implementing new meeting review schedules, monthly KPIs tailored to the customer’s priorities, and enhancing communication channels through our Security Operations Manager, we have facilitated and immediate on-site issue resolution process.
Our officers continue to ensure responsibility for access control, including gate access, and access to restricted areas on-site. Our service provision allows us to know where any visitor or staff member is at all times and ensures access levels do not exceed what is necessary.
The use specialist equipment is essential to identify any threats to security and also protect the customers’ technology. As such, access/egress cargo checks using this equipment requires a high level of customer service and communication skills to appropriately manage all stakeholders.
Essential internal and external patrols are random to ensure that patrols do not become routine while Near Field Communication (NFC) tags are located around the site timestamp patrols and feed directly into the customer’s systems.
In summary, our adaptive approach to security services, client-specific technology integration, and commitment to continuous improvement has resulted in a successful Total Facilities Management partnership with our customer. The ability to align with their unique operational requirements ensures the continued protection of their most valuable technological assets.
