There must be very few shopping centres in Britain where the security staff routinely swap their regulation uniform for a life jacket, before dashing off to man a high-powered lifeboat. To the Galago team at the Princes Quay Shopping Centre, it's all in a day's work.
Kingston-upon-Hull's flagship Princes Quay Shopping Centre is quite unique in that it's built over a former dock. Despite safety barriers, warning notices and carefully-designed pedestrian walkways, some shoppers still manage to make the kind of splash for which they hadn't bargained at all. And that's the point at which the Galago security team steps in.

In addition to all their mainstream duties – both hi-tech and personnel-based – staff are fully-trained to use the Princes Quay Shopping Centre's lifeboat and its on-board rescue equipment. Good news for would-be floundering shoppers, then, and a somewhat dramatic illustration of Galago's integrated service philosophy.

Centre manager Mike Killoran has no doubts about the advantages realised by Galago's integrated approach. "In my view it's the best approach to security provision," commented Killoran. "Our relationship with the company is stronger and much more effective as a direct consequence of the integrated services it provides for us. Whatever core issue is on the agenda – be it security, maintenance or health and safety – the officers can deal with it."

Killoran added: "This is a very large town centre shopping mall, and we experience dozens of differing needs and problems on a daily basis. As an end user, it's reassuring for me that I can pass all of those problems on to a single contractor."

Building long-term relationships
Galago has held the Princes Quay Shopping Centre contract for seven years which, in Killoran's eyes, is a clear indication that the company has consistently delivered on its commitment to a quality service. "The Galago team has become a part of our organisations," stressed Killoran. "In a very real sense, the officers on site are ambassadors for the Centre itself. We trust them and their degree of professionalism implicitly because, quite simply, Galago has offered an outstanding service right from Day One."

In recent times, the contractor's systems division has completed the installation of a £100,000 CCTV network throughout the development. The 30-camera design – comprising domes, static cameras and digital recording equipment – is operated and maintained by fully-trained officers. "This is another example of how the single source approach is working for us," said Killoran. "Galago devised the system following lengthy consultations with 120-plus retailers, installed it and now keeps track of its operation and maintenance. This is really a classic case of integration working to the advantage of all."

According to Galago team member and security manager Steve Stockdale, integration offers another significant benefit. "It makes the relationship between the customer and ourselves so much better," he said.

"We are involved with so much at the Centre, and everyone is looking to us to deal with all manner of issues for them," added Stockdale. "The client views us as a central element of the Centre's management team, and that's priceless in building long-term stability. Officers feel wanted, and will be more likely to view security as a career rather than a stepping stone to something else."

Killoran added: "The retailers who trade in the Centre are reassured by Galago's approach. Having one point of contact eliminates a great many inconveniences of the past, allowing them to trade unhindered."

Further information on Galago and its range of security services – including CCTV, access control, manned guarding, alarm response, asset security, remote monitoring, key holding and fire systems – can be found on the Internet at: www.galago.co.uk

Alternatively, end users should send an e-mail to: sales@galago.co.uk, or telephone 020 8654 9141.

Total support, total trust and total protection: Galago’s message to the end user

Galago is one of the country’s Top Ten UK-owned security contractors, and is a member of the OCS Group of companies (originally formed in 1900). The OCS Group itself boasts an annual turnover of £330 million, employing no less than 43,000 people. Its member companies provide facilities support services to a wide range of both national and international organisations – services that cover property maintenance, cleaning, healthcare, catering and aviation support as well as security. Each of the OCS Group companies functions autonomously, and in this respect Galago is no different. For Galago, its security officers are all-important when it comes to service delivery. With this in mind, the company employs a dedicated vetting team and is subject to regular, independent monitoring by the ISI division of the National Security Inspectorate. Importantly, the company strives to recruit the right person for the job (the demands placed on an officer working in the retail sector and those tasked with reception duties in an office building are very different, but that fact is often passed over by less scrupulous firms). Training covers the basics of security, risk control, powers at law, reporting and incident procedures, basic first aid (an essential in the current climate), skills training (ie patrolling, systems and equipment monitoring), fire prevention techniques, health and safety issues and customer care. This training can be supported by instruction in conflict resolution, reception skills and CCTV management.

Source

SMT