Information
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Month
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Summary
Customer Experience
Customer Experience
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Customer compliments and complaints, Feedback, Audit <br><br>Exceed Possible
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Exceed
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Mystery Shopper<br><br>Exceed Possible
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Exceed
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Direct Entry to Soft Service
Staffing
Staffing
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Uniform -<br><br>Compliance to uniform policy, positive presence, appearance
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Training -<br><br>Training plan review - delivered as planned<br>Adherence to competency training plan and training matrix<br>Compliance with specified training requirements
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Direct Entry to Soft Service
Security Of The Environment
Security Of The Environment
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Access Control -<br><br>Control vehicle access<br>Issue of vehicle passes<br>Verification checks made where required<br>Access denial explained in courteous manner<br>Open and secure venue in line with procedures<br>Manage access control system and issue ID passes in line with procedures / instructions<br>Security / access control of back of house areas
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Effective High Profile Patrols - <br><br>Provision of high profile foot and mobile patrols<br>Pre-defined checks and random patrols<br>Vehicles<br>Supervision
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Crime Prevention And Detection -<br><br>Crimes investigated within an hour<br>Maintain good working relationship with WMP <br>Ensure Premises License is protected at all times<br>Analyse crime statistics and data and target problem areas to detect, prevent and reduce crime
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Control Room - VOC - <br><br>Operate in line with site polices and procedures<br>Ensure effective use of technologies<br>Ensure radio protocols adhered to
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12 and below = Fail 0 13 - 14 = Concerns 1 15 - 16 = Pass 2
Specification
Specification
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Accident Investigation -<br><br>Ensure investigation in line with procedures
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Security Strategy - (Jan Apr Jul Oct)<br><br>Submit Quarterly review and summary overview of security strategy<br>Innovations<br>Recommendations<br>Improvements<br>Technology update - utilisation and deployment<br>Security climate update<br>
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Infrastructure Security - <br><br>Safe, Compliant, Welcoming Service<br>Ensuring employees are competent, diligent, well trained, fully briefed, correctly uniformed, supported and supervised<br>
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Infrastructure Security - Policies<br><br>Compliance with Group Safety Operational Policies, security policy, IEP, WPT policy, SOIs
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Lost and Found Property -<br><br>Provision of service in line with specification and SOIs
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First Aid Provision -<br><br>Provision of trained first aid staff in line with specification and SOIs
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Key Holding -<br><br>Provision of key holding service<br>Ensuring issue to authorised persons only<br>Ensuring keys are booked in and out<br>Notification of losses and replacement of keys to maintain service<br>Maintain Locken key system database, ensuring correct access rights, sufficient trained and competent staff to do this.<br>Ensuring organiser keys are checked and ready for collection on first day of tenancy or as specified including programming of Locken keys.<br><br><br>
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Additional Security Capabilities -<br><br>Provision of:<br>Trained and licensed staff to conduct bag searches<br>Trained and licensed drug and explosive dogs - licensed and accredited provider<br>Bootlegging and response teams<br>Carry out risk assessments on activity and ascertain the level of threat and make recommendations to the venue on level and requirement of search teams nod search dogs or other security measures<br>
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Event Cost Reconciliation -<br><br>Schedules updated prior to last day of tenancy <br>Ensuring actual hours worked are reconciled with manning schedules so correct invoices can be generated<br>Prepare invoices<br>Submit post event report summary within 7 days of event
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External Events<br><br>Provide services as requested
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Equipment - <br><br>Ensure staff have necessary equipment to effectively deliver the services. <br>Equipment must be fully service, available and staff trained to use it.
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Business Support -<br><br>Procure all equipment, consumables and PPE<br>Provide Imodus system administrator and ensure system and cascade groups remain up to date<br>Provide training to Imodus users<br>Ensure Security operations manual remains up to date - any changes approved by NEC<br>
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44 and below = Fail 0 45 = Concerns 1 46 - 48 = Pass 2
Site Access Egress and Crowd Management
Site Access Egress and Crowd Management
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Visitor Management - <br><br>Provision of VM service to provide safe crossing of visitors over roadways<br>Directing of visitors to ensure they reach their desired destination - timely information, and directions<br>Ensuring Effective management of queues, and safety and management of crowds<br>Ordering and deploying VM signage<br>
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Direct Entry to NEC Soft Service
Unplanned Failures
Unplanned Failures
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Resource Management- <br><br>Ensuring:<br>Minimum manning level identified in specification are maintained at all times ( or deviation agreed in writing).<br>Correct calibre of staff, personable, comfortable with engaging with visitors, fully trained briefed and licensed.<br>Compliance with code of conduct and required standards.<br>Staff are on duty fully briefed at the required time.<br>Any external resources comply with the same standards and are familiar with the site.<br>Supply of security staff to exhibitor where requested inline with NEC process.<br><br><br>
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Direct Entry to NEC Soft Service
Critical systems
Critical Systems
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CIT -<br><br>Provision of a Flexible service to deliver, collect and secure NEC monies at times requested by NEC.<br>Provision of vehicles<br>Compliance with CIT procedures<br>Ensure sufficient insurance cover<br>
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Fire Responsibilities -<br><br>Ensure:<br><br>Weekly tests carried out in line with SOIs and relevant British Standards and ensuring they are recorded and reported and any faults are immediately reported.<br><br>Carry out hot works assessments and issue hot works permits inline with instructions issued by NEC <br><br>Isolate and de-isolate fire alarms and sprinkler systems as requested by NEC and reporting to insurers and property manager accordingly.<br><br>Provision of trained and competent first response fire team to respond to alarms and incidents. Includes provision of equipment and vehicles. <br><br>Provision of live fire training and evac chair training for NEC. Staff as required. Trained and qualified to do so.<br><br>Response to lift entrapments, assess and take appropriate action in line with SOI - ensuring sufficient trained resources and certified staff on site at all times.<br><br>Provision and deployment of spill kits as required.<br><br><br><br>
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Incident and Emergency Response and Planning - <br><br>Provision of first response capability for fire, medical, and security incidents.<br><br>Responsibility for exercising IEP every 6 months and participate in wider NEC exercises.<br><br>All exercises must result in feedback and action plans within 10 days<br><br>Ensure all staff are fully conversant with the IEP and their roles within it. <br><br>Manage and escalate incidents inline with plan and ensure representation in CMT where required.<br><br>Ensure no staff issue any press statements or comments that could be construed as such.
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Event Planning - <br><br>Provision of dedicated experienced SEM to each event<br>Provision of financial forecasting as requested<br>Develop security plan liaising with organiser and Event Manager and attendance at team meetings<br>Determine needs of organiser and negotiate required staffing levels to ensure the event may proceed in the safest possible manner whilst providing excellence in customer service and value for money.<br>Ensure PO number is obtained from organiser to cover all services provided<br>Prepare security plan for each event including a security risk assessment, threat assessment, security manning schedule, dot plan showing deployment of officers throughout the event (dot plan only where requested by a client), arrangements for safe ingress and egress from the venue, arrangements for crowd safety management and management of crowd hot spots and emergency procedures information.<br>Plan to be sent to EM 4 weeks before event for approval unless agreed in writing.<br>Ensure delivery to budget.<br>Provide VM plan for all activities where there is mor than one vent taking place or requested by venue.<br>Prepare full and comprehensive briefing document for each event as per specification.<br>
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Licensing and Accreditation<br><br>Compliance with legislation<br>All staff screened to BS 7858<br>Ensure compliance to PSIA and where LDNs are used NEC is notified of numbers and deployment.<br>Must be ACS approved contractor in all relevant sectors and member do BSIA in all relevant sectors<br>Ensure staff deployed to manage traffic are trained and comply with NEC and Municipal Banks act. And the rights granted to law enforcement officers under the act. <br>Responsible for maintaining list of LEOs for submission to local authority.
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Event Security and Stewarding Services - <br><br>Provision of highly customer focused service.<br>Compliance with specified British standards<br>SEM on site at material times as specified<br>Arrangements for supervision of staff outside these times.<br>Ensuring sufficient supervision and SEM cover for all events <br>SEM to be contactable throughout tenancy of event.<br>Staff fully trained and briefed and in possession of briefing documents<br>All equipment and consumables are provided.
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20 and below = Fail 0 21 = Concerns 1 22 - 24 = Pass 2
