ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 22.4 An SIA Approved Contractor can demonstrate that it has processes in place to monitor and manage service delivery to both customers and consumers.2.4.5 Procedures exist to ensure the attendance of employees on customer sites.Clarification:A customer site includes any where the applicant organisation provides the service.This includes: CVIT sector - all collection points Door supervision sector – all venues Vehicle Immobilisers – all parking areas coveredThe Assessor will need to use some discretion with applicant organisations from the KeyHolding sector who attend customer sites in response to an incident rather than attendingeither full time or on a regular basis. They will need to examine how the applicantorganisation is aware that incidents are responded to in a timely manner.Organisations should have procedures in place to confirm that employees are where theyshould be. This is for two reasons: to ensure the safety of employees by knowing their location to ensure the customer that their requirements are being met. ‘Attendance records’ canconfirm that presence on site or venue is being maintainedWhere employees do not attend site, organisations must have processes that identify andmanage this.Ref: BS7958; BS7960Examples could include: log book on site phone calls timesheet kept by employees and submitted at the end of the weekGood practice: Use of GPS for tracking vehicle systems. Use of automated booking and check-call systems. Targets are set and routinely monitored for attendance at customer sites. Visitors’ logs are kept at all sites for management/supervisors visits. Mobile phone patrol tracker system which enables the control centre and operationsmanagement to remotely monitor site patrols in real time.Linkages with other Indicators:2.1.1 Key service delivery processes have been identified and are understood by all.2.3.1 The organisation understands its customer requirements.2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.6.3.3 A health and safety policy and supporting procedures exist and are implemented.6.5.1 The organisation adheres to the Working Time Directive.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.9.6.1 The regular review of performance against success factors and key financial indicatorscritical to the business.53The 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.