Process Definition: Security Services

Transcription

1 Process Definition: Services 1. SUMMARY Process Definition: Services 1.1. This document defines the processes provided by the Services team in detail The relationship between this Business Unit process and the other Business Unit processes within the Facilities and Services Division (F&S, or the Division) management system is illustrated in the process flow map included in the Quality Manual. 2. REVISION AND APPROVAL Rev. Date Nature of Changes Approved By 0 13/04/2017 Original Issue John Sullivan 3. PROCESS DEFINITION 3.1. The Services team provides services including, but not limited to: Patrolling the campus and property of the University 24/7, 365 days a year Providing assistance to students and staff members in relation to, security of physical infrastructure, personal security advice, escorts, first aid and response to duress calls Providing assistance to visitors to the campus Delivering VIP visit security and liaison with University Executive and the Colleges Provision of a Parking Infringement Officer to carry out parking control and enforcement at the University Responding to emergencies and managing the scene and reporting developments to the Crisis Management Team Monitoring and managing the maintenance and serviceability of the University s radio communications, security systems, access control, CCTV, and monitoring of the Building Management Alarms systems Promoting the UniSafe campus safety program, and On Campus on-demand bus and various activities in support of the student and staff communities Maintain communications with local emergency services organisations Managing all telephone enquiries to the University after hours Management of the Guarding Services Contract to ensure performance in accordance with agreed key performance indicators. 4. BUSINESS UNIT PROCESS OBJECTIVES AND METRICS 4.1. The Services process objectives and metrics have been derived from, and align with, the Goals detailed in the F&S 2017 Strategic Business Plan The objectives for the Services process are defined in detail below and reviewed during the conduct of quarterly management reviews; see the documented procedure Management Review. Page 1 of 6

2 Process Definition: Services 4.3. In addition, each process objective has at least one metric (or KPI) with which management can measure the effectiveness of the Business Unit process. These are also defined below and reviewed quarterly in records of management reviews. Goal 1 Provide detailed reporting to stakeholder groups on security activity and incident management (Meets F&S Divisional Goal 3, 4 & 5 ) Team Objective KPI Lead By By When Monthly reporting on Operations by service provider Monthly report on Electronic Access Control Systems and CCTV by service provider Relevant details to be provided to A/D Operations on contractual performance Detailed monthly report by Service provider iaw Services Contract Detailed monthly report by service provider iaw EACS/CCTV Contract Key data metrics from monthly reports to be uploaded to Operations Portfolio dashboard 2 nd week of each month 2nmd week of each month First week of each month Goal 2 Improved security services and coverage for the Acton Campus (Meets F&S Divisional Goal 1, 4 & 5 ) Team Objective KPI Lead By By When The development of a Service Level Charter that provides clarity on what services are provided by the ANU Section Review of Campus CCTV coverage and services to determine optimum solution Development of the charter in conjunction with the A/D Operations Report on introduction of CCTV and CARDAX software upgrade / Operations / Systems End 2 nd QTR 2017 End 2 nd QTR 2017 Page 2 of 6

3 Process Definition: Services 5. PROCESS OWNERS AND RESPONSIBLE PARTIES 5.1. The owner of this process is the The is responsible for: Managing and delivering services related to the development and implementation of the Divisions operational plan and associated documents. Lead a continual review of specific services relevant to portfolio areas and coordinate to improve outcomes and optimise efficiency. Manage and deliver the efficient provision of security services and systems. Lead the management team and other key stakeholders to ensure a safe and secure campus environment. Develop effective and professional working relationships with Division staff, Service Division Heads, College Heads and College General s and other key University staff. Explore and develop options to facilitate interaction between F&S and other units at the ANU. In consultation with senior officers of the University, ensure that resources are managed in accordance with legislation and University policy. Advise on and interpret legislation and University policies and procedures. Assist in the development of a robust policy framework for the Division to ensure Divisional and ANU objectives can be achieved. 6. TYPICAL PROCESS INPUTS 6.1. The typical required inputs for the security and guarding services team processes are: Technical information needed: Control Room report (verbal) Previous 24 hour activities and Incident Reports Emergency Services callouts Projected security requirement for the next 24 hours VIP visit requests Functions on Campus Protest or unscheduled activities Resources needed: Electronic and hardcopy access to SOPs ANUOK App ANU telephony system Handheld Radios Desktop PCs MS Office suite of software Gallagher EACS System Geuterbruk CCTV monitoring software Page 3 of 6

4 Process Definition: Services Physical Control Room Patrol Vehicles On Campus On-demand Bus Radio Communications System CCTV and Electronic Access Control Systems Access to Building Management Control Systems Access to Fire Impairment Systems and Alarms Personnel needed: The Services team comprises four full-time positions, and variable fixedterm contact position for ANU UniSafe, as detailed below: Position Level ANU Officer Grade Senior Manger level 1 ANU Officer Grade level 8 ANU Officer 6/7 ANU Officer 6/7 ANU Officer 3 Position Title Operations Senior Control Room Officer Systems UniSafe Patrol Officers (12 x Casual Posts) Special training needed: Licence / Master Licence to be held by Operations Licence to be held by Senior Control Room Officer Licence CERT2 to be held by all security guards and UniSafe Officers Basic First Aid Drivers Licence MS Office suite of software Gallagher EACS System 7. TYPICAL PROCESS STEPS Geuterbruk CCTV monitoring software 7.1. processes align with the Standard Operating Procedures (SOPs) and responses for various incidents contained in the And Incident Response Manual. Page 4 of 6

5 Process Definition: Services 8. TYPICAL PROCESS OUTPUTS 8.1. The typical results (outputs) of the process are as follows: Product produced: Monthly reports (incl. F&S SMT Portfolio dashboard data metrics) Incident Reports Financial Reports Documents or technical information produced: Reports and logs of all incidents that occur during each shift UniSafe Committee Reports ANU Council Incident Reports Critical Incident Reports Records produced: Reports and logs of all incidents that occur during each shift Contractor Invoices VIP Requests On-Campus Bus usage Safety Escorts statistics Services produced: 9. RELATED RISKS Provision of Patrols to ANU campus buildings, external areas and Functions on Campus Monitoring of ANUOK App Emergency Incidents Onsite Point of Contact VIP visits liaison 24/7 monitoring of Building Management Systems and Alarms CCTV Monitoring Electronic Access Control Systems monitoring Safety presentations to new staff and students 9.1. The following risks are identified related to this process. Risks are varied in the circumstance of loss of staff, dependent upon staff position and capacity 9.2. Management may elect to conduct a formal risk assessment for any of these risks; the preferred method of risk assessment is indicated herein. Page 5 of 6

6 Process Definition: Services Risk Likelihood Consequence Assessment Score Mitigation Personnel not available for shift. Consequence increases with time that personnel are not available Loss of patrol vehicle. Consequence increases with time that vehicle is not available Possible Possible Moderate Minor Medium Low - Ability to draw on Wilson Roving Patrols to fill position until other staff are available - ANU Staff able to provide support until staff are available - Ability to request Wilson Roving patrol until vehicle replacement found - Able to use On Campus Bus for patrols if required - Foot patrols can still provide required coverage Failure of Control system software Possible Moderate Medium - Business Continuity Plan - SLA in place for support of operating systems for EACS and CCTV - Ability to record events in hard copy if required. Failure of Communications systems Possible Moderate Medium - Business Continuity Plan - Spare radios available - Mobile phones can be used if required - SLA - analogue phone in Control room Major Power Outage less than 4 hours Possible Moderate Medium - UPS systems on critical plant 4 hours maximum operation - manual process for recording of any information relating to incidents - Loss of EACS systems, would require manual securing of doors where possible - Loss of BMS notifications/ alarms Page 6 of 6