RAPID - Transforming Mobile Security Services

As published in Issue #75 of Security Solutions Magazine, December/January 2012  

Wilson Security is a respected provider of integrated security solutions and is rated amongst Australia’s most trusted security providers.  Operating nationally from nine offices around Australia, they employ more than 3000 Security Officers, maintain a large fleet of patrol vehicles and run three 24 hour Operations Support Centres.  They are also the developers and suppliers of an award-winning mobile patrol and alarm response service, Wilson Security Rapid.

Revolutionising the Industry

In its pursuit of market leadership, Wilson Security saw the opportunity to revolutionise the mobile patrol and alarm response industry.  They wanted to develop a mobile patrol and alarm response product that would challenge the industry, pioneer a change in industry norms and ultimately provide a more efficient and cost effective service to clients.  Key in this transformation was the development of a product that would:

• Provide a higher level of transparency and accountability than the current industry standards
• Provide faster dispatch and response times
• Provide a more efficient reporting system
• Provide timely and accurate invoices.

The development of Wilson Security Rapid has achieved just that.  Wilson Security Rapid (Response and Patrol Integrated Dispatch) is an end-to-end process management system tailored to optimise the delivery of alarm responses and mobile patrols.  With four distinct phases – dispatch of alarm responses or scheduled mobile patrols via the Rapid technology, delivery of the service by highly trained Patrol Officers, real-time reporting and accurate invoicing – Rapid is centralised from one of three 24-hour Operations Support Centres (OSCs).

Operations Support Centres

The Wilson Security OSCs provide centralised coordination for their mobile patrols and alarm response service.  As the hub of their operations, they coordinate Patrol Officers, Rapid technology and database, monitoring stations and emergency contacts to deliver their service and provide emergency responses to security situations.  The state-of-the-art control rooms are manned by highly trained Operators and provide redundancy support to each other ensuring no downtime.

Patrol Technology

Rapid utilises a secure web-based application that can be made available directly to a customer’s alarm monitoring provider to allow them to directly request alarm responses online, track the progress of alarm responses and patrols and obtain copies of response reports and invoices.

Rapid integrates GPS with leading communications technology, overlaying the latest in database management systems. The system includes:

• A database with relationships linking client details and information, alarm responses, patrols key management and invoicing
• 3G communications
• In-vehicle terminals allowing immediate receipt of patrol and alarm response details, patrol route navigation and other critical information
• Portable, handheld rapid terminals (similar to in-car terminals) giving guards access to Rapid when on foot.

Through Rapid, Wilson Security has the ability to monitor the estimated time of arrival for all alarm responses and provide visual alerts to more efficiently manage response times.  The system is fully integrated with in-vehicle computers and hand held devices to allow an automated exchange of information at all times.

Additionally, Rapid delivers a truly random patrol schedule to ensure that planned mobile patrols are not predictable .  Patrol Officers record their arrival on site and complete a patrol report via the in-vehicle or handheld Rapid terminal.  Clients can monitor the arrival time and receive reports via email.  The client only pays for the service performed.

Patrol Vehicles

Wilson Security’s fleet of company owned patrol vehicles is equipped with in-vehicle consoles that enable Officers to view patrols and alarm responses in real-time.  They are then automatically prioritised on the Rapid terminal, ensuring a speedy and precise service, reducing dispatch time and improving response time.  The terminal provides navigation details to enable a rapid response and GPS data to improve compliance and optimise routes. 

Attendance and Occurrence reports are completed by the Patrol Officer on site and uploaded via the Rapid terminal.  Electronic copies are available in real-time for clients to view all details of the attendance including the Officer’s on-site time, which is verified by the inbuilt GPS.

Extranet and Paperless Invoicing

Wilson Security has also developed a client extranet site that enables clients to view real-time summaries of work orders, alarm response and permanent patrols.  Paperless invoices are generated through Rapid once the attendance has been verified by GPS.  This overcomes invoicing discrepancies and enhances client confidence.

KEY BENEFITS

Clients that use Wilson Security Rapid receive an efficient and cost-effective mobile patrol and alarm response service.  Key benefits clients can expect include:

Service Efficiency – Wilson Security Rapid reduces dispatch times and improves response times, providing clients with a speedy and precise service.  Wilson Security continually exceeds industry response time standards.

Cost Effectiveness – Clients receive a cost effective solution, as the Rapid system overcomes a number of common operational delays and errors, ensuring an efficient service and precise billing each time.  Eliminating uncertainty about whether or not a patrol has been completed means that Wilson Security’s clients are wholly confident in both the service and the accuracy of the charges. 

Transparency – Rapid provides a high degree of service transparency, ensuring clients are only paying for the service they’ve received.  Wilson Security Rapid emails real-time reports that confirm onsite and offsite times direct to the client's inbox.

Reporting – In addition to service confirmation reports, clients are emailed real-time response and occurrence reports and dynamic operational reports for improved serviceability and profitability. 

In-house employee model – Wilson Security aims to directly employ all their Patrol Officers.  This enables them to recruit the best team, ensure comprehensive training undertaken and monitor Officers’ performance.  It also results in a more stable workforce with staff benefits and incentives for long service.

Footprint – With a national capability, Wilson Security delivers mobile patrols throughout Australia. 

Sustainability – Clients can take comfort that their service provider is aiming to reduce their carbon footprint.  The technology employed by Rapid ensures routing efficiency for all mobile patrols and alarm responses.  This removes unnecessary travel time and assists with achieving a more efficient and environmentally friendly approach.  Wilson Security has also partnered with Greenfleet, a not-for-profit organisation helping reduce the impact of vehicles on the environment.  Their partnership with Greenfleet allows Wilson Security to offset greenhouse gas emissions generated from the fuel used in their fleet of patrol vehicles, by planting enough native trees to offset the vehicles’ annual emissions.

TESTIMONIALS

“RAPID is able to quickly receive, interpret and use our specific and unique data, create a work order and dispatch it to the most appropriate patrol in order to deliver services within our SLA.  From a post management point of view, RAPID allows us accuracy in reporting, invoicing and data tracking.” – Peter Dunkin, Intelematics Australia Pty Ltd.

“It is refreshing to see a security company taking the initiative and introducing a good well thought out product that not only benefits their business but also benefits their customers.” – Adam Szylvester, ANZ.
As a testament to Wilson Security’s vision, Rapid has been awarded the ASIAL award for Best Integrated Security and three Australian Business Awards for Best Technology Product, Product Innovation and Product Excellence. 

Rapid is fully compliant with the requirements of AS4421:1996 Guards and Patrols.  Wilson Security’s service is supported by a quality management system certified to ISO 9001:2008 by SAI Global.  Their OH&S system has been certified to OHSAS 180001 by SAI Global and meets the requirements of AS4801.

To discuss your businesses security needs, please contact Wilson Security:

contact@wilsonsecurity.com.au
www.wilsonsecurity.com.au
1300 WILSON