ACS Assessor Guide - Security Industry Authority

More documents

Recommendations

Info

Requirements change for 2013ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 2Criteria 2 – Processes2.3.2 There is an awareness of the impact of service delivery on consumers at all levels of the organisation.Required Achievement LevelThe impact of service delivery onconsumers (the wider publicaffected by the security service) isnot considered by theorganisation.The impact of service delivery onconsumers is discussed when therehas been a complaint or adversepublicity concerning the sector.The impact of service delivery onconsumers is discussed at a seniormanagement level at regularintervals.All employees are aware of theimpact of service delivery onconsumers and, where appropriate,their role in protecting the public.The role of protecting the publicis discussed throughout theorganisation and forms part ofdiscussions with the customer.All employees are trained in: their role in protecting the public how this interfaces with thepolice and with other authoritiesAll aspects of theprevious column plus:There are procedures in place tomonitor this awareness that arefully implemented.40The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.
ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 22.3 An SIA Approved Contractor can demonstrate that it has processes in place to identify customer needs.2.3.2 There is an awareness of the impact of service delivery on consumers at all levels of the organisation.Clarification:All applicant organisations, at senior management level, should discuss the impact of theirservices on consumers and the wider public.Some sectors may have difficulty with the concept of consumers due to the nature of theirrole, for example CVIT and Vehicle Immobilisers. However all sectors have an impact onconsumers and the wider public and this should be recognised by the senior managementteam. For example within CVIT, the impact on consumers is less obvious as the role is moreabout maintaining strict service standards/procedures to ensure the public are not put atrisk. Provided that this can be evidenced this would be acceptable.Similarly within the key holding sector the consumer is rarely seen or contacted. Howeverthe presence of an alarm would be considered to have an impact on the local community andas such should be considered.The Vehicle Immobilisation sector views the 1st line consumer as a ‘wrong doer’ as they areparking illegally. However due consideration must be given to the manner in which theservice is delivered.Employees should receive training on their role in protecting the public and howtheir role interfaces with the police and where appropriate, other authorities.There must be very clear and testable reasons for this Indicator to be considered notapplicable by any applicant organisation.Examples could include: Including impact of service delivery on consumers in assignment instructions andrisk assessments.Briefings from local police, trading standards, PASS (Proof of Age Scheme)Crimstoppers, Local Licensing Authority, UKBA etcInternal training module on protection of the public, also covered at inductionStatement on website or promotional material about approach to protection ofthe publicGood practice: Within the CVIT sector: - a dedicated unit which works closely with police and otheragencies to identify and prevent criminal activity in relation to CVIT-operations. Thishighlights the impact of the service on the public and other stakeholders such as thepolice and local authorities. Impact on consumer is covered in customer meetings and feedback questionnaires. Customer service training for Door Supervisors and Vehicle Immobilisers.Linkages with other Indicators:2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.3.4.1 Procedures are in place to handle consumer feedback and are implemented.3.4.2 An approach to the management of consumer contact is in place and implemented.9.5.2 Key measures are used to indicate reputation within the local community.41The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.
Page 10 and 11: ACS Assessor GuideSection 2 - Appro
Page 13 and 14: ACS Assessor GuideSection 3 - Overa
Page 15 and 16: ACS Assessor GuideSection 3 - Overa
Page 17 and 18: Approved Contractor SchemeAssessor
Page 19 and 20: ACS Assessor GuideSection 4 - Crite
Page 41: ACS Assessor GuideSection 4 - Crite
Page 93 and 94:
ACS Assessor GuideSection 4 - Crite
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130:
Page 131 and 132:
Page 133 and 134:
Page 135 and 136:
Page 137 and 138:
Page 139 and 140:
Page 141 and 142:
Page 143 and 144:
Page 145 and 146:
Page 147 and 148:
Page 149 and 150:
Page 151 and 152:
Page 153 and 154:
Page 155 and 156:
Page 157 and 158:
Page 159 and 160:
Page 161 and 162:
Page 163 and 164:
Page 165 and 166:
Page 167 and 168:
Page 169 and 170:
Page 171 and 172:
Page 173 and 174:
Page 175 and 176:
Page 177 and 178:
Page 179 and 180:
Page 181 and 182:
Page 183 and 184:
Page 185 and 186:
Page 187 and 188:
Page 189 and 190:
Page 191 and 192:
Page 193 and 194:
Page 195 and 196:
Page 197 and 198:
Page 199 and 200:
Page 201 and 202:
Page 203 and 204:
Page 205 and 206:
Page 207 and 208:
Page 209 and 210:
Page 211 and 212:
Page 213 and 214:
Page 215 and 216:
Approved Contractor SchemeAssessor
Page 217 and 218:
ACS Assessor GuideSection 5 - Gloss
Page 219 and 220:
ACS Assessor GuideSection 5 - Gloss
show all

ACS Assessor Guide - Security Industry Authority

Create successful ePaper yourself

Delete template?

Save as template?