In today’s dynamic environment, guarding companies and their clients are increasingly facing a variety of threats and concerns, including data breaches, reputational damage, and contractual discrepancies. The primary challenges in outsourcing guarding services include the availability of skilled and suitable guarding staff, the training and competence of guards, and the justification of costs versus the value provided to the client.
Clients are partnering with security agencies to enhance their organisation’s security and safety programs. Security guards serve as the public face of the organisation, interacting with the public more than anyone else and shaping first impressions. Thus, clients now 
expect guards to be more than just business partners; they want them to be brand ambassadors. This shift emphasises the need for guards who can interact at multiple levels, not just those who fit the stereotypical image of a bouncer.
Outsourcing security services carries the risk of disappointment and insufficient service. The success of this arrangement depends not only on the company selected but also on how both parties approach their partnership. The relationship begins with the bidding process and is shaped by ongoing communication of expectations, concerns, operational details, and appreciation.
A notable saying highlights this: national security agencies are only as strong as their local branches. The effectiveness of local branch managers is crucial, and attention should be paid to their longevity.
An effective security guard force management system can protect personnel and assets by deterring, detecting, and delaying unauthorised intruders and responding to incidents promptly. Here are the key factors that influence the success of guarding services:
- Training and Competence: Guards need top skills such as technology acumen, emotional intelligence, and customer service. Continuous scenario based training ensures they can perform their tasks effectively.
- Availability of Skilled Staff: With rising wages and living costs, retaining skilled guards has become challenging. Paying guards well and valuing their contributions can reduce turnover and increase retention.
- Cost vs. Value for Clients: Merely providing security manpower does not justify costs versus the value provided to the client.Hence , its need of hour to move from manpower-based to performance-based security services.Here’s a guide to help you navigate this process –
- Define Objectives & Outcome- Clearly define what you aim to achieve with performance-based security services (e.g., improved incident response times, reduced theft rates).
- Set Metrics: Establish key performance indicators (KPIs) that will measure
the success of the security services (e.g., response times, incident
resolution rates, customer satisfaction,Number of actionable intelligence).
- Clear Roles and Responsibilities: Ensure the contract clearly outlines the
roles and responsibilities of both parties.
- Adjust and Adapt: Be prepared to adjust performance metrics and
strategies based on real-world experiences and changing security needs.
- Open Communication: Maintain open lines of communication between
your organisation and the security vendor to address any issues promptly.
Example KPIs for Performance-Based Security Services
– Response Time – Average time taken to respond to incidents.
– Theft and Loss Rates – Reduction in theft and loss rates over a period.
– Customer Satisfaction: Satisfaction levels of customers or employees regarding
security services.
– Compliance: Adherence to security protocols and regulatory requirements.
By focusing on performance based security services, you can effectively justify
costs versus the value provided to the client.
Security does not exist in a vacuum; it requires clients and vendors to work together with the right mix of training, supervision, and monitoring. While outsourcing can handle guarding tasks, responsibility cannot be outsourced.
Service Level Agreements (SLAs)/KPI often measure contract Objectives & outcomes.While compliance with SLAs/KPI is important, merely meeting minimum requirements is insufficient to declare success or become the preferred security services provider. True leadership in security management goes beyond SLA/KPI compliance, focusing on leading and managing effectively.
Proper security outsourcing management can lead to significant benefits, including:
– Greater understanding of expectations by guard force staff
– Improved Key Performance Indicator (KPI) metrics
– Better retention of guard force staff and reduced absenteeism
– Greater compliance with Standard Operating Procedures (SOPs) and improved
levels of security
– Enhanced company reputation
Outsourcing guarding services is a complex yet essential component of modern security management. By focusing on performance-based outcomes, prioritising training and competence, ensuring the availability of skilled staff, and balancing cost with value, organisations can navigate the challenges of guarding outsourcing. A collaborative approach between clients and vendors, grounded in effective communication and shared goals, will lead to improved security outcomes and a stronger, more resilient organisation.
The author is the Site Security Specialist at Micron Technology.
