Eye on market evolution

The noticeable impetus given to remote monitoring since the 2003 introduction of BS 8418 – the standard covering the design, installation, commissioning, operation and remote monitoring of detector-activated CCTV systems – is a presage of the significant implications arising from the regulation of security personnel in the private sector.

Licensing of security officers by the Security Industry Authority (SIA) is predicted to cut the number of available personnel by 20%-30%, while employing those officers remaining will cost end users between 4%-7% more than at present. While it’s true that licensed officers will be better skilled and trained, their ability to interact successfully with equipment including surveillance systems will become an important competitive factor.

The interface between officers and electronic security systems is a prescient theme, with end users looking for ways in which they might improve the cost-effectiveness of their security measures once manpower fees escalate. Integrated security solutions therefore become an increasingly attractive method of squaring the circle.

Viewed in this context, Reliance Security Services’ relatively recent entry into the detector-activated CCTV sector made better sense following the decision to combine this area of operation with its other strengths. Those strengths, of course, lie in the areas of manned security and response services (through the company’s PatrolNet operation), electronic security systems installation (using the in-house resources of the Reliance High-Tech operation) and the monitoring of systems – for example intruder alarms – and facilities management-related building functions.

The Remote Surveillance Centre

All of these various elements have been combined within the firm’s Remote Surveillance Centre, which predominantly uses IP transmission and digital technology to benefit a range of customers. The Centre meets approvals including BS EN 9001:2000, BS 5979 and the aforementioned BS 8418, while contingency arrangements back up its operations at a separate Reliance site.

These resources have now been deployed as an end-to-end managed monitoring and integrated security/facilities management package for BMW (UK) which has already been rolled out across four of the celebrated car manufacturer’s key sites in the UK and Ireland.

As well as monitoring detector-activated cameras (using installed PA loudspeaker units to verbally warn potential intruders), the set-up can assist with remote security officer tours, remotely control equipment such as vehicle gates and barriers and oversee building management systems (such as air conditioning temperature alarms). In addition, the available technology enables the client to dial-in to any site via a secure connection to the Reliance Centre for sales and marketing purposes (for example, demonstrating the available facilities to potential clients).

Peter Speight – operations director for the Reliance Remote Surveillance Centre – explains that the company was an existing security services supplier to BMW but, until recently, service provision had focused on a contracted security presence at the four BMW (UK) sites involved (namely the head office in Bracknell, Berkshire, the financial services operation at Hook in Hampshire, BMW Automotive Ireland in Dublin and the company’s main vehicle storage and distribution centre at Thorne, near Doncaster where anything up to 6,000 vehicles may be held at any given time).

The effects of regulation

Licensing of security officers and the onset of legislation including the Working Time Directive poses a one-third rise in projected security costs for the client. Additionally, BMW faces risks including on-site incursions by travellers which can potentially threaten that all-important corporate brand image if business is disrupted. Other problems include the potential theft of vehicles (or theft from vehicles) and the threat of arson attacks.

Risk assessments and security audits of the four sites – conducted by Reliance in close co-operation with the client, BMW’s driver services and security manager John Hall – also identified a number of infrastructure weaknesses. These included outdated CCTV equipment, fragmented access control measures and a desperate need to upgrade site cabling such that it would adequately serve replacement systems. Meantime, BMW (UK)’s own operational requirements included a cost-effective and self-sufficient solution needing minimal human intervention or supervision.

While it’s true that licensed officers will be better skilled and trained than has been the case to date, their ability to interact successfully with equipment including surveillance systems will become an important competitive factor

Accordingly, Reliance proposed de-manning at each location, with detector-activated remote surveillance and control of improved electronic protection to support the remaining manned presence. At the Berkshire head office, for example, these systems have enabled the customer to reduce 168 hours per week of security officers’ time spent on site. Thereby also saving costs on recruitment, training and vetting. Similarly, the Hampshire site has been fully de-manned from 7.00 pm through to 7.00 am, thus saving 90 hours per week. Yet, in partnership with BMW, the remaining officers’ hourly wage has been increased by 35% (to a healthy £11.00) to reward them for adding value to this contract, build loyalty and further improve staff retention.

The officers’ added value services have resulted from improved classroom and on-site training (including instruction to SITO national training requirements). Additionally, the average time ratio they previously spent on facilities management and security duties (80%/20% respectively) has now been reversed to increase their role in protecting each site.

Bespoke security ‘hubs’

All four BMW locations are now linked to the Reliance Remote Surveillance Centre, while the company’s larger Bracknell and Doncaster sites have their own dedicated Control Rooms designed and fitted-out by Winsted (see panel ‘The BMW protection project: Control Room fit-out procedures’).

Manned by security officers during the day, these security ‘hubs’ provide local management of equipment such as day/night dome cameras, digital video recording and the proximity card-based access control system introduced to replace a number of older access systems protecting individual buildings. These had proven to be non-user friendly and inflexible to operate, while also being incapable of preventing tailgating.

The chip-based, networked replacement for those old entrance systems uses a conceptually different approach, increasing security by placing the anti-passback access control measures at the perimeter to avoid unnecessarily restricting authorised staff movements around each site. Staff training on the use of the system was provided by Reliance to maximise the potential of additional features (including cashless vending).

An on-demand rapid response to each site is available during reduced manning periods – including out-of-hours at night-time and weekends – through the Reliance PatrolNet service. The PatrolNet services are available on-call on a national basis. Operating from 30 sites, they are ready to react to any incidents that require additional manpower support.

Maintaining corporate identity

In reviewing the project progress to date, John Hall reports that the fully-integrated security solution introduced by Reliance has maintained the high standards set for BMW’s corporate identity and customer environment.

In the meantime, security arrangements at each site have been significantly improved, while ensuing operating efficiencies have allowed running costs to be lowered by substantial amounts. Levels of staff protection have been raised, in turn contributing towards enhanced Health and Safety standards and levels of morale, with these operational changes also leading to improved facilities for customers and visitors alike.

“Reliance has listened to BMW, understood our corporate security requirements based on risks to sites and has taken into account the cost of delivering manpower services,” states Hall. “They’re meeting all of our protection and prevention objectives.” The perfect outcome.