Case Study 1
Deployment of trained and licensed manpower at the 2012 London Olympics.
Background
NSA-Training was engaged to recruit and train security personnel by East Midlands Security Services Ltd (EMSS). A mid-sized security guarding company, EMSS was based in Derby with a workforce of about 100 employees. They were awarded a contract to supply 400 security officers to the 2012 London Olympics.
Objectives
EMSS also tasked NSA-Training with helping them become a national company. Objectives included brand recognition, stronger talent pool, enhanced customer support, and promoting new partnerships.
Implementation Process
Assessment and Planning:
In 2011, NSA directors conducted a survey, assessing the skill levels of East Midlands Security Services Ltd employees.
The survey found that 75% of the security guards exhibited significant deficiencies in their skills and required further training. NSA designed a robust training program aimed at equipping participants with vital skills, covering customer service, first aid, conflict resolution, counter terrorism, and emergency response.
The program featured a blend of theoretical knowledge and practical exercises to ensure comprehensive understanding. Each guard was also given a policy handbook for detailing their job roles, communication expectations, performance metrics, and training support, ensuring that security personnel were well prepared for various scenarios they might encounter in their duties.
To support the expansion of EMSS, a national recruitment campaign was launched. It targeted skilled security personnel across the country, emphasising the company’s commitment to professional development and career growth.
The company ensured that all security personnel were properly licensed and complied with national regulations. This involved a thorough review of existing licenses, up-skilling where required, and the implementation of a system to track and manage licensing renewals.
NSA worked on developing a strong brand identity for EMSS. This included creating a new logo, website, and marketing materials that reflected the company’s mission and values. The company name was also changed from EMSS to EMS Security Services. The brand development efforts aimed to position the company as a trusted and professional security service provider.
To enhance operational efficiency, the company invested in technology solutions such as security management software, communication tools, and reporting systems. These tools facilitated better coordination among teams and improved service delivery.
Before fully launching national operations, the company initiated pilot projects in select cities to test the new systems, training programs, and operational procedures. Feedback from these pilot projects were used to refine the approach and address any challenges that arose.
The company focused on building relationships with potential clients through networking events, industry conferences, and targeted outreach. This helped to establish credibility and generate interest in the expanded services.
A system for monitoring performance and evaluating the effectiveness of the training and operational changes was established. Regular feedback routes were created to ensure continuous improvement and adaptation to the evolving needs of clients.
Challenges Faced
In achieving the success of taking EMS Security Services Ltd nationwide, NSA-Training resolved several challenges, including resource allocation, quality control, logistics and coordination, training and development, and recruitment and retention.
By the time of the 2012 London Olympics, EMSS had transitioned into a national company.
The training and development initiatives resulted in a more skilled and confident workforce, which contributed to the company’s deployment of security personnel at the Olympics.
The company was able to demonstrate its capabilities on the national stage, leading to increased brand recognition and new client opportunities. It expanded its operations to several major cities across the UK, significantly increasing its market presence. EMSS also received positive media coverage during the Olympics, enhancing its reputation as a reliable security provider.
The expansion led to a substantial increase in revenue, allowing for further investments in technology and personnel. The company also attracted a diverse pool of skilled security professionals, improving overall service quality. Enhanced training and accountability led to improved customer satisfaction ratings, fostering long-term client relationships. The company established partnerships with other organisations for future events, further solidifying its position in the market.
In summary
EMSS’s strategic planning and implementation effectively transformed it into a national company. Through NSA-Training, the company met the demands of large-scale events like the 2012 London Olympics and set the foundation for future growth.
