Finding Effective Security at a Fair Price

Nov 1, 2004 12:00 PM, By OBIE MOORE

Significant savings and performance benefits can be realized through outsourcing, whether in the form of contracting full-time to a guard services provider or contracting only for special events. However, poorly managed and ineffective outsourcing can be costly. How can a security director or property manager select a guard services provider that will keep the property and occupants safe, maintain the goodwill of building occupants and minimize contract oversight costs?

Traditionally, contractors are chosen based on the content of the request for proposal (RFP), cost evaluation, the vendor's quality assurance methods, and so on. The problem with evaluating competitors based on written proposals alone is that, in the guard services industry, there is no perfect product sample to evaluate. Too often, a sales representative's proposal discussing a history of excellent service and impressive client testimonials may turn out to be marketing misinformation.

Of course, an RFP is still necessary, and it should address such issues as officer selection and training, personnel turnover, hiring practices, contract terms, supervision and officer pay and benefits. However, there are significant differences among uniformed guard service providers.

In addition to closely evaluating written proposals, the following steps can help a manager find an effective security services provider at a fair price.

STEP ONE: BACKGROUND DUE DILIGENCE

Request a Dun & Bradstreet report on the service suppliers chosen for potential bids. A solid financial position is an indication of a well-managed company. Such companies will more likely have the resources to retain quality officers and employees, provide the necessary supervision and adequate equipment. More established companies often have the resources available to offer additional services as needed. Conversely, a company that is just scraping along will be looking for every opportunity to cut costs, possibly to the detriment of service.

Besides checking a company's financial stability, practical feedback can also be obtained on a provider's officer performance by checking with local police where a building they protect is located. Simply ask if the guard service has handled emergencies (if any) appropriately.

STEP TWO: UNDERCOVER INVESTIGATIONS

Contact a site the security service provider is currently servicing as listed on the references in the proposal. Ask how the services provider handles a building safety emergency or crime on the premises. See if the vendor manager knows of other sites protected by the company you could contact.

During customer contacts, ask to interview the vendor's officers. This often provides a stark contrast to the promises made in a written proposal. Tell him or her you are considering using their employer at your site. Ask the officer about training, benefits, uniforms, equipment and supervision. Ask about the procedures for giving notice when ill.

STEP THREE: TRAINING

Many states have specific requirements for training, and several professional associations are releasing industry “guidelines” and “best practices” for contract security officer training. Regardless of requirements or guidelines, it is important to determine the amount of pre-assignment training, the curriculum and format of the training, and qualifications of the instructors. Request information regarding site-specific and in-service schedules and how the courses are delivered; the best program includes a combination of facilitated classroom instruction and practical hands-on scenarios and role-playing with challenging exams.

STEP FOUR: QUALITY ASSURANCE PROGRAM

Ask for performance management and contract compliance metrics for existing customers and about how these programs are implemented and reported. Solid programs should consist of a combination of checks and balances with multi-channels and levels of communication. The role of the officer to observe and report requires significant communication and coverage. Ask for details regarding how and who conducts site inspections, off-hours contact numbers and procedures for officers calling-off schedule such as access to a 24-hour command center. When replacements are required, which is inevitable, what procedures are in place to ensure that the new officers have the proper qualifications, credentials and training?

STEP FIVE: BENEFITS

Employee turnover directly impacts performance and costs everyone money. While pay rates have the greatest impact on turnover, employee benefits and their administration are as important. Ask to review policies regarding sick leave, vacation and personal time off, as well as medical and life insurance benefits. Ask officers and the contract security firm about hiring practices such as uniform allocations.

If the effort sounds like more than you bargained for, imagine the effort required to manage your own proprietary force. Admittedly, this selection method involves some additional upfront effort, but the initial work is more than offset by the benefits of selecting a quality guard service provider that offers excellent service, financial and time savings and, most important, peace of mind.

ABOUT THE AUTHOR

Obie Moore is senior vice president for the uniformed protection services of Vance International/Decision Strategies. He can be reached at obie.moore@vancesecurity.spx.com.

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