A high level of service delivery comes from effective contract management and contract support. Our managers are genuine security professionals with years of industry experience, backed by our centralised support structure which allows them to invest over 80% of their time proactively managing and interacting with our clients and our employees in the field.
We have a robust communications and escalation procedure in place for dealing with any issues and queries and use Smart technology across our operations. All management activity is recorded via Smart phone and sent to our systems in real time and made accessible to our clients via our Extranet.
We develop a detailed communications and reporting plan and performance monitoring program across all our contracts incorporating regular client meetings, site visits, SLA reviews and wider contract reviews on a quarterly and annual basis to ensure client satisfaction and consistent service delivery.
We also work with our clients to develop a roadmap of how we would like each contract to develop throughout the contract period and beyond, setting key milestones and targets to be achieved for driving forward service delivery standards. This is developed as part of our overall mobilisation process, which is managed by a dedicated team that works to a contract specific implementation plan, founded on our obligations under TUPE, Health and Safety and contractual requirements, to provide our clients with a fully compliant and refreshed service from day one.
With a zero tolerance policy for dropping shifts, we maintain teams of fully trained support officers as part of our managed service. We achieve an average 99.5% of shift coverage across our entire portfolio, including the provision of additional and emergency cover.
We operate a Pre-Employment team dedicated to the recruitment, vetting and licensing of all our employees across the UK. They support all our contracts in creating contract specific recruitment plans, initial candidate screening, security screening to BS7858 standard, daily checks for revoked licences and the licence renewal process.