The conversation in security technology has moved from man versus machine to how man and machine can best work together. As technology develops, so does the threat, so there will always be a place for people on the ground.

How best can people and technology can work together in a strategic fashion?

Our cities are often financial centres and the focus for business and investment, as well as leading locations for academic institutions and entertainment. Such prosperity comes with an increased risk profile, and the challenges that creates. Security must keep up with these risk factors, and technology helps us to do so. But as well as considering how technology supports us, we must be aware of the potential risks it brings.

New technology in security

Upgrades to 4k and 8k cameras are a popular demand in current urban security. They offer better quality images, with the ability to cover large areas of ground, meaning fewer physical cameras are required. The 8k camera, a more recent innovation, brings even deeper image quality, with stronger zoom capabilities than ever before.

One of the drawbacks is what could be perceived as a “lack” of surveillance cameras as a result. This could encourage more crime towards a business as criminals will believe they are not being closely watched. But 4k and 8k CCTV cameras integrate facial detection, ANPR and remote zoom technology into the surveillance, creating a more succinct system to protect the building.

Facial detection is an up-and-coming security innovation that does still need further work. It creates a quick and easy way to identify people through CCTV footage. This biometric technology is also advancing for internal security purposes, as facial recognition can be used for secure areas of a building or files online.

The user experience of such technology is simple and automated, making for a solution that benefits all members. Artificial intelligence continues to improve and develop every day, and by introducing more facial detection security now, this growth can be hastened. Businesses should consider how biometric technology can have the potential to serve their needs and improve their security.

Drones are also now a large part of any integrated security system. They offer quick real-time footage of a situation without having to physically be there. Officers can then determine whether it is safe enough for them to go to the scene, or whether it is even necessary.

Drones can be launched quickly without much notice and cover large areas faster than foot or mobile patrols. The bird’s-eye view camera enables a direct look at potential threats approaching an office, for example, providing ground security teams the chance to prepare and protect those at risk. Drone technology is one development that will benefit many businesses which face physical threats.

Cyber crimes and how they manifest within a business is another risk. Innovations in cloud technology and those listed above mean that the risk factor is lessened due to the layers of protection our data can be put behind.

The main area of development for businesses to be able to prevent targeted cyber crimes is education. Ensuring all team members understand the risks involved with cyber crimes and what they look like, especially as many people work from home and are therefore not on the same networks, will help mitigate the risk.

Remote monitoring provides the best integration between technology and people. By implementing advanced cameras and facial detection technology into your security offering, operative teams are notified when movement is detected, or an alarm goes off. Specialist personnel behind the cameras means that best practice is always the standard. There is less resource waste and increased security for the building and the businesses they inhabit.

When it comes to security providers navigating all the latest technology for their clients, having the knowledge and expertise to combine integrated tech, people, and intelligence solutions to suit their clients’ unique risk profiles is the key to success.

Man and machine

Technology will continue to develop and advance, but the human touch is still needed in these operations. Whilst this technology is providing a security offering, it can still be used for bad. For example, one Dutch security company is training eagles to take down dangerous drones that are used for terrorism purposes.

Real-time situational awareness software is a great example of how people and technology can best work together. Platforms such as our own Project Blueprint, provided by Airbox Systems, provide information and risk assessments which enable teams to make better informed decisions. Of course, such platforms can provide all the data in the world, but it still needs humans to read and act on it. Such systems enable the sharing of information as well as ensuring it is accessible to all who need it. It’s this collaboration that embodies the future of security developments.

The human brain and senses are superior to that of the technology we use. Empathy is required in security services to be able to make decisions that impact everyone positively.

Using these technology innovations provides us with information. Vehicle recognition and ANPR systems are extremely effective and help us to identify individuals quickly and efficiently, but they can’t deploy the teams and deliver such information to operatives on the ground capably. The crucial provisions in the future of security technology are about how we analyse the data that technology systems deliver to us in the most efficient ways. The focus should not be about gathering every morsel of data, but rather distinguishing what it is telling us and how those insights can help make improvements to operations.

Security isn’t just having cameras in the right place. It is about being able to analyse and evaluate the data that’s coming through them to secure the risk profile of the future. The management of people is also important.

The technology does a lot for our team’s productivity, but the addition of effective people management will create successful service provision.

Darren Read

MD

Amulet Security

amulet.co.uk

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There have been numerous stories in recent months about ‘The Great Resignation’ – people leaving their jobs following the pandemic. Recent research into why people left their jobs in 2021 found the joint-top reason was ‘No opportunities for advancement’.

This is great insight that all businesses leaders should pay attention to. Yes, a competitive salary is important, as is flexibility (where possible) and other benefits. But employees that do not have a clear path for advancement or access to learning and development opportunities will look elsewhere to progress in their careers.

The officers in our industry have been hailed as key workers that played an essential role in keeping the nation running during the darkest hours of the pandemic. It’s only right that we recognise their achievements and ensure that we are fully supportive of their career advancement.

Sector-specific accreditation

There are the fundamental training courses and accreditations that all personnel require to work in the private security industry, such as an SIA licence. However, some sectors can require additional accreditations, and this is where companies can really support their security officers.

The rail sector is a good example. Amulet has recently started working with Northern, where all travel safety officers (TSOs) must have completed the Railway Safety Accreditation Scheme (RSAS).

RSAS is managed by the British Transport Police (BTP) and allows the police to accredit employees of organisations involved in railway safety and security. RSAS-accredited security personnel are deployed with authority from the BTP to enforce certain powers.

Accredited officers can:

• Exercise powers that help to tackle anti-social behaviour such as underage drinking, underage smoking and general disorderly conduct.
• Provide a high-visibility presence on the railway, reducing crime and reassuring passengers.
• Help to solve local issues: accredited rail staff can help share information, allowing the BTP to address and prioritise issues affecting local railway communities.

Not all of our rail customers require our officers to be RSAS-accredited with full police vetting taking place before training commencement.

RSAS accreditation involves over 100 hours of training. The course covers 13 subject modules and time is evenly split between classroom sessions and practical sessions led by RSAS team leaders on the front line. All officers are evaluated through an end-of-course examination.

Officers are paid while receiving training, and clients do pay a premium for these trained staff thanks to the accreditation being so comprehensive. It’s difficult to say definitively how it affects retention, but we can say that officers feel that the RSAS accreditation is extremely valuable and a great string to the bow of any officer.

RSAS training is currently provided to all eligible Amulet staff on the Northern and C2C contracts. This training can be offered to relevant employees across our rail division to suit the needs of our rail clients.

Making communities safer

Another police-managed programme is the community safety accreditation scheme (CSAS).

CSAS, like RSAS, is a voluntary scheme where chief constables can accredit employed people already working in roles that contribute to maintaining and improving community safety with limited but targeted powers. This can include any security officers working with the public in shopping centres, towns and cities across England.

Accredited officers are able to deal with low-level situations, freeing up police officers to spend time on other tasks. Security officers are highly skilled individuals, often with great links within the communities they serve, so CSAS training is a natural step to take advantage of these benefits.

In addition to RSAS and CSAS, we also offer a number of training courses which are accredited by Highfield, an independent body regulated by Ofqual and the Security Industry Authority. Highfield ensures that our qualifications are compliant, and industry recognised.

Putting people first is essential

Businesses that put their employees at the forefront of their thinking perform better. Employees are happier, more productive, more engaged and less likely to look for employment elsewhere. This is a truism as much as anything, but we also hear anecdotally from our officers that have received training that they feel better equipped.

Providing training and career advancement opportunities is a core element of a people-first approach. It gives officers the chance to enhance their earnings and scope to move between contracts, which can present new opportunities and experiences. Amulet provides the training in addition to officer deployment as part of our commitment to providing career advancement opportunities to our staff.

Managers should have regular reviews with their teams and ensure that this is always on the agenda. It shows that they care and will enable businesses to tailor training opportunities to the areas that interest each individual officer.

Security is a fast-evolving industry as we develop new technologies and branch out our services. A well-trained workforce is essential for now and will help futureproof businesses.

Darren Read

MD, Amulet Security

www.amulet.co.uk

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The past two years have seen physical security rise to the forefront of company executives’ minds.

This is reflected in the State of Modern Physical Security Report from Rhombus Systems, released in December 2021. Of the 250-plus security professionals that were surveyed, 72 per cent consider physical security to be of high or very high importance – up from the 46.6 per cent who gave it that ranking pre-pandemic. Meanwhile, only 3.2 per cent rank physical security as below-average importance.

Be it the current environment that we’re living in, or the potential threats posed, organisations are bolstering their physical security provisions. Yet for many, challenges remain.

When it comes to physical security, knowledge is everything. Without a clear understanding of key information in the event of an incident, teams will be unable to prevent potential situations from developing from the outset or be able to react at speed and ensure rapid recovery.

So, what’s the solution?  A recent report from Ontic shows that 84 per cent of firms feel that they would be better prepared to avoid a crisis if their physical security teams were able to view threat data through a single platform.

With an accurate and shared situational awareness solution, information won’t be missed – it will instead be received and interpreted in a unified manner, enabling an effective, joined-up response effort while avoiding confusing and contradictory messaging.

Adopting an information-driven security stance

The deployment of such systems entails a transition away from traditional approaches to physical security. In the past, it has been a numbers game – if you invest in more security officers and more cameras, then it is assumed that your security will be more effective and robust.

Today, however, such an approach is no longer adequate. This approach offers no guarantees, providing many ways in which high level security incidents such as terror attacks might be able to slip through the net.

To properly protect people and assets and uphold safety and security in an optimal manner, a full understanding of the operating environment is required. Companies must transition away from assumption-built security protocols and shift towards an information-driven stance.

Here lies the benefit of real-time situational awareness software. Through data-driven intelligence, it can transform security effectiveness for organisations of all shapes and sizes, engendering a renewed culture that offers a safer future for all parties.

Improving communication and coordination

A key benefit of real-time situational awareness software is the way in which it is able to eliminate the potential for misunderstanding by overhauling communication and coordination efforts.

In traditional security set-ups, there are many ways in which security teams may experience confusion or crossed wires. They might misunderstand the nature, scale and location of a threat, or the level of response that is needed to stem it. As a result, they might experience mismanagement in terms of the actions taken.

Simply put, there is a chance that the right information will fail to get to the right people at the right time – an outcome that is simply unacceptable in modern security and safety procedures.

This is the problem that real-time situational software solves. It can guarantee seamless communication and information sharing so that an appropriate, timely and seamless response can be coordinated and delivered in dealing with a variety of potential threats, enhancing critical incident management to counter terrorism efforts.

Preparing for Protect Duty

The past decade has witnessed a number of terrorist attacks that have further heightened the need for improved security where people’s lives are at stake. In response, the Government’s new Protect Duty legislation requires venue operators to consider the risk of terrorist attacks and to take proportionate and reasonable measures to prepare and protect the public.

Situational awareness software will be an invaluable resource for businesses that need to respond to this legislation.

Software can be utilised to record all planning for potential future events, share risk assessments across estates and shareholders, and demonstrate ‘reasonably practicable’ protective security and organisational preparedness measures.

In short, such software provides an integrated solution for all testing and exercises ready for Protect Duty.

The real-world benefits of real-time insights

To further understand the benefits, it is worth considering how real-time situational awareness software might work in practice.

Through a centralised platform, all security team members are empowered to track security resources, flag incidents, record key decisions and communicate critical information across all locations in real time.

Here, critical knowledge can be shared on a continual basis, minimising duplicated, unnecessary or ineffective activity, ensuring all security personnel always have the same understanding on current incident status.

This also allows for reduced corporate level risk and a more effective allocation and use of resources that can help to reduce overall costs.

Some software, such as Amulet’s Project Blueprint solution, are able to create a record of activity that may be used to support investigations and enquiries as evidence in the aftermath of incidents. This can be useful in demonstrating that a sound security policy has been reviewed, practiced and implemented should an audit be required.

Between improved communication, decision making and preparedness to reduce risk and costs, the benefits of real-time situational awareness software are clear. Such software guarantees a more secure future for all in 2022 and beyond.

Darren Read, MD at Amulet

www.amulet.co.uk

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Darren Read, MD, Amulet Security on security in 2022

We asked Darren Read, MD Amulet Security on his security priorities for 2022 and beyond.

One of our key priorities is enhancing real-time situational awareness for our security officers and customers. A lot of planning goes into building a security solution, but in order to react to challenges as safely and efficiently as possible, real-time insight is imperative for both day-to-day operations and during major incidents.

This is why we’ve launched an initiative powered by a tablet-based situational awareness application. The same tool is utilised by public sector emergency and security agencies, so we know the positive impact they have.

There are numerous benefits to improved real-time awareness, including creating better lines of communication between situational command and management teams, enabling companies to make informed decisions, and creating a culture of preparedness.

With the Protect Duty legislation on the horizon, businesses will be required to maintain standards that many have not reached previously, and they will be held to account if they don’t meet these standards. I believe situational awareness technology is the fundamental aspect in knitting together the various elements of a security solution and will be a key priority for organisations throughout the next decade and beyond. Ultimately, improved real-time awareness will ensure people are and feel safe. This is our primary reason for existence – security enables everyday life.

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One of the emerging challenges facing the security industry following the pandemic is the number of vacant or temporarily occupied properties. These properties themselves aren’t a new challenge, but the scale is: 10% during 2020.

When the first work from home order and resultant lockdown was passed in March 2020, our industry had to react overnight. The priority was securing premises, whatever the method or cost. Retail outlets had unsecured stock, and offices were littered with personal possessions and valuable equipment.

More than a year later, the temp and vacant challenge persists. Despite lockdown restrictions easing and more people returning to work, temp and vacant properties are another aspect of the “new normal”. And it’s up to us to provide an efficient and cost-effective security solution for the long term.

Why temp and vacant properties are a fixture of the future

The pandemic has accelerated trends in commercial properties and in many cases, these impacts will not reverse, at least not back to pre-pandemic levels. A Cushman & Wakefield report from May found that the office vacancy rate in London of 6.8 per cent is the highest for more than ten years, and the leasing activity is also well below the five-year quarterly average.

Though some businesses have said they plan to have all employees back in the workplace, the reality is that many will opt for a hybrid working model. That means offices will often be at low occupancy or only in use some of the time. Furthermore, there will be lots of vacant properties on the market for the foreseeable future.

It’s a similar story in retail. The Centre for London found that one in seven shops across the UK were unoccupied at the end of 2020. Online shopping experienced a boom during the pandemic and many retailers may opt not to return to a physical shop. Others that have been hit particularly hard may not be able to afford to.

Even if there is a rebound when restrictions are finally lifted, temp and vacant properties are here to stay, and we must be prepared.

The risks of temp and vacant properties

From a financial perspective, businesses must consider mortgage and insurance obligations, as well as business rates. But it’s the security perspective that we are interested in.

Perhaps the main risk of a vacant property is squatters and the illegal use of premises. Empty commercial properties can be attractive to squatters and once they are in a building the owner must initiate legal proceedings to have them removed. This can be time-consuming and expensive, and while the squatters are present the business will not be able to operate within that premises.

Illegal gatherings and activity are another concern. We work with a client that manages sites for thousands of small business units and have seen everything from loitering to raves. At best, this can be an annoyance to the business and neighbours; at worst, there can be extensive damage or injuries. The property owner may be liable, especially if they have not taken reasonable steps to prevent this activity. Working with a specialist security partner will help to greatly mitigate these risks.

Security solutions for the new challenge

Providers have had time to test and hone different solutions, and now’s the time to formalise them into a genuine service.

As with many solutions, there’s often a sweet spot of combining human and technology.

On-site security can work well for temporarily occupied properties as the offices can also perform front-of-house duties. The cost shouldn’t be too prohibitive either as the site is only in temporary use.

For vacant properties, officers should be used more sparingly. This might be through mobile patrols, random site visits, and rapid response. Utilising a central security hub can enable a small team of offices to monitor numerous sites and react immediately to any threats.

Technology has a big part to play and there are plenty of great options for temp properties, ranging from standalone video verification alarm systems to emergency lighting and temporary fire alarms.

Vacant properties can be secured with emergency fencing and razor wire, while steel doors and screens are both a great visual deterrent and a highly effective protection against break-ins.

Additional business support

Security providers must ask themselves how else they can support their clients and make their services invaluable. In the case of vacant properties, it may be that a client decides to reopen a site at short notice. Security providers should be ready to react and can even offer support in reopening, such as pest control and deep cleaning to get a site ready.

Our industry has demonstrated its value throughout the pandemic. Now it’s time to show that we have plenty to offer as business partners in the long term.

Darren Read

Managing Director

Amulet

www.amulet.co.uk

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Much like a return to the workplace, in-store shopping offers something that its online equivalent cannot – an experience. But this will be muted somewhat with a hyper awareness of personal safety and – for many – an anxiety of suddenly being in large crowds once again.

Security officers have been at the front and centre of our limited retail experience throughout the pandemic and will continue to play a vital role.

The pandemic has created five years’ worth of internet sales growth and five years of high-street decline in a single year. That is according to Andrew Goodacre, CEO of the British Independent Retailers Association. That prediction doesn’t look hopeful for retailers. However, on closer inspection, the situation may not be so simple as a migration online. Primark, a huge name on the high street, refused to move online and took a hit to sales through both lockdowns as a result. However, when it reopened, sales soared above what had been predicted.

Forbes has suggested that we may see “revenge shopping”– customers making up for lost time and enjoying newly earned freedom after the lockdown – and the statistics for Primark suggest this may well be the case. However, to effectively cater to shoppers, organisations must understand what will draw them back to the high street.

Creating an experience

After a year of isolation, getting back out into towns and cities is about more than being able to shop, for most. The freedom brings with it a sense of autonomy and an opportunity to meet friends and catch up. Browsing in shops is no longer necessary, so those choosing to visit shops rather than order online will do so for the whole experience. Those who don’t go out to shop may still be tempted to browse after visiting a coffee shop or hairdressers. But shoppers will only choose to do so if they feel safe.

Research suggests that almost half of shoppers are still uncomfortable about returning to the high street. To allow shoppers to relax and enjoy the retail experience, retailers must go above and beyond to demonstrate the precautions they are taking. While sanitising surfaces is a vital precaution, it doesn’t offer added reassurance unless it is done in front of shoppers. Instead, safety precautions have to be clearly visible.

Security officers have played a front of house role throughout the pandemic. They have been central to maintaining safety precautions by managing occupancy, taking temperatures, enforcing mask-wearing, and maintaining social distancing. With a greater focus than ever on retail as an experience, front-of-house staff will be at the heart of welcoming shoppers back. They will work to reassure shoppers, ensure their safety, and create an excellent retail experience.

Officers have already moved into more front-of-house roles, continuously interacting with customers, offering reassurance as well as safety. They have had to use empathy to deal with anxious shoppers while also being strict on rules to keep everyone safe. Excellent people skills have become a core part of the security officer role and will only become more so as in-person shopping becomes common once again.

Upgrading the tech

Technology has become indispensable in protecting against COVID, and many retailers will find that effective technology is vital in attracting shoppers back. Touch-free options and temperature sensors are already being introduced. While COVID precautions such as taking temperatures may not be permanent, we will undoubtedly have a more hygiene-conscious society after COVID. Touch-free systems will likely become the norm. Many organisations are already creating apps that make a touch-free experience possible.

Occupancy sensors and automated screens to tell shoppers when they can enter a shop or public toilet can streamline the experience. Making these technologies commonplace will help to keep people safe, reassure anxious shoppers and remind those who are less anxious to take care. These sensors can also be used to collect occupancy data and allow retailers to better predict trends in footfall.

Such technology will have just as important a role in the retail experience as security officers. The role that officers once filled as visual deterrents can be – in part – filled by technology such as security cameras and sensors that will also collect data and inform retailers’ staffing needs. By taking on some of the work traditionally filled by manned-guarding, this tech frees officers to better fill the role that technology can’t – customer service.

Combining both tech and excellent front-of- house services is the key to streamlining the retail experience. If well-designed, retail security systems can offer data insights and define the post-COVID way of shopping.

Revisiting existing processes

While tech offers a new way forward for lots of retailers, there are still existing processes that need to be re-examined. Many retailers are opening their doors for the first time in months and processes that made sense before might not any more. In addition, staff may need to be re-trained.

Security officers have been playing a big part in crowd control right from the first lockdown, including in-store occupancy and queues outside. There’s a risk that lockdown fatigue, combined with a strong vaccination programme, may give customers a false sense of security and see them fail to follow COVID protocols. Security officers need to be kept informed of store policies on occupancy levels and how to enforce COVID procedures.

Refreshers on emergency evacuation policies and first aid training would not go amiss either. These would usually have been happening if a store had stayed open and it’s important to stay on top of these policies for the safety of staff and customers.

There is no denying that COVID has brought changes to the high street, but it has far from rung the death knell for retailers. It may have accelerated a move to online shopping for now, but it has also reminded the public of the joys of getting out, browsing, and spending time with friends. Physical retail has a huge amount to offer as long as it is able to adapt to the times.

Darren Read

Managing Director

Amulet

www.amulet.co.uk

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Businesses will need to plan well in advance for the return to the office and the risk that entails, from heightened chances of transmission to front of house efficiency with temperature checks, ensuring people don’t congregate and more.

The importance of a centralised place of work has been echoed by politicians and business leaders alike. Staff, too, are ready to return to the office – at least part-time – as remote working can take its toll on mental health.

That said, it will not be a return to the old way of doing things. Many workers have expressed a desire to continue working from home several days a week. Post-COVID-19 will bring about a more blended approach in which the office is not simply the place of work. Rather, it will become a place that can offer what remote working cannot, be that a quiet area away from the family or a creative and collaborative space to work with colleagues.

Of course, working alongside colleagues will not be simple while the risk of COVD-19 remains. The global pandemic has changed the way we interact permanently. Even when the vaccine has been rolled out throughout the population, we will not see 100 per cent immunity. Coronavirus will still be present in the population and the virus has heightened our awareness of the hygiene of all our environments. Businesses will need to plan well in advance to ensure the return to the workplace comes at minimal risk.

We will see a continuation of many of the protective policies that came into place over 2020, including social distancing, limiting building capacity, enforcing mask wearing, regular hand sanitisation and temperature checks.

Much of this new burden of work will continue to fall on front of house (FoH) staff. These teams have been on the frontline throughout the pandemic, working to keep members of staff and the public safe. Many have been over-stretched as the demand for their work increased. Lessons had to be learned over the course of the year with regards to protecting this workforce both mentally and physically in a period of great pressure.

Moving into 2021, we are looking at a more resilient and adaptive FoH workforce than ever. The FoH role has had to expand. Before COVID-19, many security officers spent much of their time observing their environment, prepared to react immediately to any issues that might arise.

They also had FoH roles as a first point of contact for visitors, offering directions or working on reception. While all those tasks remain vital, officers are now also tasked, in many cases, with checking every building user to limit visitors to a safe building capacity and enforce rules such as mask-wearing and social distancing. Many also check the temperatures of all building users.

In addition to these extra tasks, officers have to show a greater appreciation of nuance and empathy. This year has undeniably been extremely stressful. Everyone reacts to this stress in different ways and for some, this has been by taking their emotions out on others, becoming angry if they are refused entry to a building or ignoring social distancing rules.

Others tend the opposite way and are hyper vigilant, while for some, stress can make it more difficult to remember details.

This might mean that regularly changing social distancing measures are forgotten. Undoubtedly, the return to the workplace and other busy environments will see many people breaking rules. But many will do so accidentally or unconsciously. Security officers will keep people safe by enforcing these rules but must do so with empathy, managing people in a way that is firm but does not further stress them.

Businesses must also work closely with officers to ensure they are kept up to date on all precautions and changes to the workplace. As FoH staff and first points of contact, officers will have a vital role in streamlining the return to work by communicating any changes. They will need to be well trained on new layouts, protective equipment, and regulations so they can guide those returning to the site.

Those businesses that properly utilise their FoH staff will be the ones that best adjust to the return to the workplace. They will need to work closely with their FoH teams or providers and adapt to new challenges alongside these teams.

However, an element of this that can too often be neglected is caring for these members of staff. The high-pressure situations take their toll both mentally and physically. Security officers have been the most at risk occupation from COVID-19 during the pandemic. Safety measures must be clearly delineated and properly enforced so organisations should work with security experts to determine how to do this. Caring for FoH staff’s mental health will also be a vital means of avoiding burn out.

The post-COVID-19 era demands new approaches from all of us. The way we interact with public spaces and one another has changed permanently. Front of house staff are right on the frontline of those changes. Throughout the pandemic, they have demonstrated incredible resilience.

The return to the workplace will not be without its challenges, but the adaptations made throughout the pandemic have taught us valuable lessons. Businesses that are well prepared and listen to those that have experienced work on the frontline will be able to create a safe and welcoming workplace for staff to return to.

Darren Read

Managing Director, Amulet

www.amulet.co.uk

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For a long time, security has been transitioning to a more behind-the-scenes role. While officers may be prominent for some businesses, much of the work was dependent on technology such as sensors and CCTV cameras. However, the COVID-19 pandemic has altered this.

When social distancing came into place, almost overnight, many retail centres and warehouses were left empty. With the often complex logistics of home working to be worked out where possible, many building managers did not have the time or capacity to also prepare a building to be left entirely empty long-term. Security officers, designated as key workers, became central to ensuring these buildings remained secure. While this work essentially remained behind-the-scenes, the re-opening of shops and offices has changed this completely.

We have already seen the more prominent role security officers have taken in many shops. In key outlets such as food suppliers, security officers were essential in ensuring that people remained civil and followed social distancing guidelines which often required customers to queue outside shops. Since more shops have opened and masks have become mandatory, officers are now ensuring everyone plays their part in minimising the risks posed by the pandemic.

Officers at the forefront

While security is vastly more than the officer on duty, the public is often unaware of this. Many, for the most part, will disregard the officer too. Essentially, security streamlines day-to-day activities and is only prominent when there is an incident such as a shoplifter. The pandemic might be the biggest incident of them all. Very rapidly, officers have been brought to the forefront of day-to-day functioning in retail and this is likely to last for a long while to come.

The pandemic has disrupted so much of what we previously took for granted and made many seemingly certain aspects of our lives suddenly unpredictable. In times like this, figures with some authority, such as security officers, can be a deeply reassuring presence. Those at higher risk or shielding someone at high risk will be reassured that if they feel at risk from someone who is failing to follow guidelines, there is someone to turn to. Though rare, there has also been disruption from people refusing to follow any guidelines and reacting angrily when confronted. Security officers provide the reassurance that any such disruption can be easily managed.

Security in 2021

Regardless of how long the pandemic lasts for, the way the public looks at socialising, shopping  and day-to-day life may have changed forever. For many, the pandemic has been traumatic and settling back into life as it was before is simply not an option.

Security officers have always played an important role as a first point of contact in many public places but with tensions still high, they will need to use even more care and tact when talking to the public. Officers will likely continue to have additional front-of-house roles for as long as COVID-19 remains in the population.

Taking temperature checks and ensuring people are wearing masks will be the norm, and officers will need to be able to manage situations where people need to be turned away from a building. Whether because they have forgotten their mask or their temperature is too high, being turned away from a building will be enough to cause some people to become angry. Officers will need to manage these incidences with as little disruption to others as possible.

Soft skills will become more important in the security sector. Officers will be depended on not just to ensure that regulations are adhered to but also to be up to date on changing regulations. They will need to be able to explain these clearly and tactfully both to clients and to members of the public.

Security consultancy will likely become more important. This pandemic has not only disrupted individual lives; shops and businesses which were forced to close suddenly may have had a  reminder of their own vulnerabilities. Buildings which are rarely closed and empty may not have prioritised certain security measures. Working closely with experts in security, organisations will be able to build resilience into their buildings where it was previously lacking.

Even if sudden re-closure is unlikely, working closely with experts will benefit many organisations in this turbulent time. Whether organisations are re-opening or in the process of implementing new safety measures, experts can guide and streamline the security elements of the process. Close partnership between organisations and security specialists will be central in ensuring the process runs smoothly and defining the remit of officers to implement measures for risk reduction.

Technology is also being developed to smooth the process. Thermal imaging cameras which can identify those with a high temperature, or cameras which can identify those not wearing a mask are being implemented. Touch-free access, such as scanning phone apps to unlock doors, is also being utilised. Sensors can be used to measure occupancy rates and ensure that areas do not become overcrowded and that large groups do not congregate.

Demonstrating value

It is undeniable that security officers have been vital in allowing life to continue through the lockdown and this was recognised by the government through the designation of security as key work. However, the economic hit that many shops and businesses have taken through closure will mean that those in the security sector will need to continuously demonstrate their value.

As many in the sector already recognise, the nature of security which means that ‘no one notices it until something goes wrong’ might tempt some organisations to cut costs on security measures without fully understanding the implications. The great irony of this is that those organisations with the best systems are often the most undervalued because risk is averted long before it becomes noticeable to the client.

Forming strong working relationships will be key in ensuring the importance of security is recognised. By talking through priorities with clients and understanding their needs, while also sharing experience, security provision can adapt to changing demands and risk profile.

Demonstrating expertise through an in-depth understanding of the current climate and sharing this with the client is one way of doing this. Technologically driven security and data-driven insights will play a major role in the coming years. The insights provided through data analysis can account for so many more variables than any expert and this can be a great reassurance to clients.

Regular updates on factors such as retail alerts will show the value of security systems. This is particularly important since the nature of  criminal activity  has adapted and evolved throughout the lockdown. Queues outside shops represent great opportunity for pickpockets and empty buildings can become locations for illegal gatherings.

Understanding these risks and how to manage them is part of the expertise firms will need to offer. Innovation must lead the growth of the sector. Clients will want the same reassurance as the public that expertise can guide them through this time of uncertainty and risk and, after all, those are areas that security specialises in.

There is a huge amount of potential for the security sector to grow and help its clients rebuild after the disruption of the previous months. However, showing clients that security is an investment, that pre-empting risk and training officers to a high level are the only means of providing an exceptional service, will be the real challenge.

Those in the sector which really thrive in 2021 and beyond will be the ones that can both demonstrate and communicate their value to their clients. The coming months and years will be an opportunity for the truly exceptional in the sector to stand out.

Darren Read

Managing director, Amulet

www.amulet.co.uk

For further views on this topic, see related articles from our Police & Partnerships, Risk Management and Security Management categories, including:

Peter French on how the pandemic is accelerating change

Mike O’Neill on the new blended approach to working

Stephen Emmins from HIKVISION on how the security function is evolving

David Mundell – 2021 the year of opportunity

Neil Moscrop, CIS Security on the new roles for security officers

The post Security in 2021 and beyond appeared first on City Security Magazine.

The pandemic has changed the way we view public health for good, making it a case of security both at local and national levels.

Security officers have been at the forefront of social distancing measure enforcement. The importance of the security officer role has been more broadly recognised than ever.

If there is one thing that the pandemic has highlighted, it is the importance of resilience and agility in the face of the unknown. With many buildings having to empty with little warning, the importance of remote monitoring, security officers, and visible deterrents was clear. While we may not have an overnight lockdown again, ensuring that security systems have the capacity to respond to sudden changes is important.

Officers have truly demonstrated their value over the previous months in ensuring this resilience. While technology plays a key role, this adaptability is a human quality. Investment in training officers and experts in the industry is undoubtedly the way forward. As an industry, we must make sure that officers are recognised as key workers long after the pandemic is over.

A second key learning, particularly among clients, has been the benefits of technology and remote monitoring. Some businesses can be resistant to relying on tech and prefer to have an officer on the ground. While this is still an important approach in many solutions, the lockdown in particular proved that tech and remote monitoring can be just as effective.

Many of the best security solutions are a blend of security officers and technology. The pandemic has likely spurred innovation within the sector, while at the same time giving clients the confidence to trust the experts.

Darren Read

Managing Director

Amulet Security

For further views on this topic, see related articles from our Police & Partnerships, Risk Management and Security Management categories, including:

Kevin Ward on challenges facing the security sector

Martin Gill on COVID-19

Andy Kynoch on the security response to COVID-19

The post Darren Read on key learning for security from Covid-19 appeared first on City Security Magazine.

As business restarts, the security industry continues to adapt at pace to a changing world and to demonstrate the key role it plays.

Security officers have really stepped up to the plate since the start of the lockdown – evidenced by the fact that they were designated key worker status by the Government.

The British Security Industry Association (BSIA), in partnership with the Security Commonwealth and the Security Institute, is looking to capitalise on all the great work undertaken by security officers with a campaign to raise awareness amongst the public. The timing makes perfect sense, because as buildings reopen security officers are going to have a more prominent role than ever before in how workplaces, shops, pubs, hotels and public spaces function.

The future of guarding

Everyone in the security industry understands that there is a lot more to the job than simply being on guard, but that’s usually as much as the public sees. That’s already starting to change as supermarkets and other shops that were operating during the lockdown had security to help manage social distancing and queuing.

As workplaces reopen, officers may be called upon by businesses to enforce protocols such as one-way systems, and helping secure areas of a building that remain closed while occupancy is at less than 100 per cent.

Security officers will also have additional front-of-house responsibilities, most notably administering temperature checks with handheld devices. It’s not inconceivable that officers may sometimes be met with aggression or hostility, especially if someone registers a temperature above the threshold and is asked to leave the premises.

Even though the lockdown is easing, a lot of people are still on edge; many will consider being able to return to the office a big milestone in a return to normality. Being turned away because of a high temperature could lead to raised tensions so officers will need to be calm and tactful as they explain why they are unable to permit someone to enter a building.

In retail, now that mask wearing has been mandated for all shops, many businesses will be asking their security personnel to ensure that customers abide by the regulations. We’ve all seen viral videos of people angrily refusing to wear a mask and again it will fall to security officers to deal with these situations in a professional manner.

These new roles will see officers further develop their skill sets, especially soft skills. They will also further develop their expertise in the implementation and management of environments, and be able to quickly adapt depending on the setting.

Of course, there are many buildings that remain vacant or partially closed, and security has a key role to play in these settings too.

Security of empty premises

When the Government announcement in March requested that anyone who could work from home should do so, almost overnight thousands of offices became vacant. When non-essential retail outlets, along with pubs and restaurants, were ordered to close soon after, thousands more properties emptied out.

All of these properties needed to be secured and so the industry saw a surge in need for personnel to physically guard or visit sites.

Workplaces had been vacated with such haste that plenty of expensive IT equipment and sensitive files had not been properly secured. Retail outlets hadn’t had time to move stock into storage and so needed security solutions immediately.

Many security providers were quick to respond and secure buildings with a mix of in-person and technology solutions. Officers have become well-versed in making decisions  based on quality technology and their own sound judgement.

It will take some time for all parts of the business world to fully restart, and in the meantime there will be many vacant premises that need security. The industry has months of experience of looking after such properties and so should be consulted about how best  to manage this alongside other security solutions.

Collaborate and listen

For businesses to benefit most from the wide-ranging expertise of officers, they must look to their security providers as partners and develop a strong relationship. A solid business relationship is always the foundation of successful work. Now, it’s absolutely critical to ensure that security officers fully understand their roles, remit and the lengths they should go to in enforcing new protocols.

Likewise, businesses must bring security providers into the conversation around the reopening and running of a building. This is a real opportunity for the industry to demonstrate its know-how and become a key business partner for the long-term.

Many businesses are now looking at reducing costs as they look to shore up their finances following the lockdown. The security industry needs to demonstrate its importance or providers risk seeing their workload cut back.

Ironically, it may be that those providers with the better solutions have to fight the hardest. Good security can mean danger is identified and averted before it happens; for a client, they may see that as there being no danger and therefore no need to spend as much on security.

The industry needs to be proactive in its solutions and present options that reduce costs without compromising on risk.

Technological Security

Technology will play a major role in the industry in the years ahead. At Amulet, we’re seeing an increased demand for smarter solutions to complement our officers. Confidence in tech is growing but security providers still need to demonstrate its value at every opportunity.

One value is cost reduction. There are certain functions that can be carried out by technology, such as remote monitoring with CCTV cameras, that can replace the need for a physical presence.

Technology can also provide valuable data analytics which can help to inform future strategies. Cameras with analytics provide 24/7 coverage, while analysis of incidents can help create a proactive solution to avoid a repeat in the future. Data analysis can also provide specific alerts to situations, allowing providers to respond with the correct measures.

By taking the initiative and proposing smarter solutions, rather than waiting to be asked, security providers can show that they have their clients’ best interests at heart, in terms of providing both the best solution and the most cost-effective one.

The cost of quality security

Costs can only be reduced to a certain point – officers remain a vital component of any solution and they need training and ongoing professional development. On those sites where we have made the greatest investment in training, we see higher levels of engagement among officers in their role and their work.

It’s important to highlight this to clients and for the industry to continue with campaigns like that being run by the BSIA. The more we can shine a spotlight on our officers and the outstanding work they do, the better placed we will be to develop long-lasting partnerships with clients.

I take great pride in seeing the work that both my colleagues and the security industry as a whole have done to keep the country stable since March. I’m sure that as this work continues the BSIA campaign will be successful and the industry will receive the recognition it deserves from the public.

Darren Read

Managing Director

Amulet

www.amulet.co.uk

The post Security industry supports business through pandemic appeared first on City Security Magazine.