Th e Journ ey Th e wo rld is ch an g i n g . We are rea d y.
We would like to update you on how we have adapted to mobilise
Content
new contracts and that current
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circumstances should not be a barrier
Management
Staff Welfare
Training
to awarding new business or changing supplier to CIS. We have been busy
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planning and are ready for the new
Technology
Customer Service
Finance
challenges that await.
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As we enter a new post COVID-19 world, customers will have had the opportunity to review service provision and develop long lasting relationships with top tier suppliers such as CIS.
CSR/ Brand
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our Customers in a world where personal, public, economical, and organisational safety, risk management, and well-being are vital.
Alternatively, as part of their ‘lessons learned’ contract review they may wish to look at procuring alternative suppliers. Organisations may be apprehensive of change in this new environment.
To ensure that we have continued to sustain excellent service levels and are prepared for generating new business in the coming months, we have enacted a number of new procedures that we would like to share with you.
At CIS our Critical Success Factors are steadfast and easily adapted to any significant change. We are true to our core values of Passion Determination and Leadership, with an ultimate goal of delivering a holistic Security Solution to
These new ways of working enable us to operate effectively and mobilise new business seamlessly, maintaining a personal focus with both existing staff, transferring staff, existing customers and new customers.
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Innovation distinguishes between a leader and follower.
MANAGEMENT
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Amanda McCloskey Sales & Marketing Director
Our 24/7 Control Room operates in a business as usual setting. With a rota of home working and office presence in place we have not experienced one unallocated shift during COVID-19. Additionally, we continue to supply extra staff at short notice to several clients to support their requirements during this period. Our Out of Hours Management Team support our site-based teams with operational and welfare visits adhering to social distancing guidelines, whilst assessing compliance to the new procedures introduced during COVID-19.
all of our staff. Personal reusable masks have been issued, plus each site has Biohazard packs to protect them during closer interaction incidents that may occur such as first aid or trespass. All support functions for CIS HR, Payroll, Training, Sales & Marketing, Payroll and Finance are fully functional. We have achieved a seamless transition to an effective balance of home working, technological adaptions and physical presence at our head office.
The Account Management Team continue to visit their Teams personally, where possible, as well as virtually via Microsoft Teams and Zoom. Daily and weekly catch ups, and Monthly SLA meetings are in place via the lens.
For business enquiries feel free to contact Amanda! amanda.mccloskey@cis-security.co.uk
Personal interaction is thoroughly risk assessed, social distancing adhered to and PPE provided to
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STAFF WELFARE
Treat people like they make a difference and they will. HSF Assist, our Employee Assistance Programme, is provided to all of our staff at our cost. Our priority is to ensure that our staff are safe, and that their well-being and Mental Health are supported.
providing PPE to staff, from face masks to gloves to hand sanisers. Mobilisation internal and external meetings are carried out via Zoom. Action plans are updated and issued electronically.
Our in-house Employee Relations Team are supporting our teams virtually and by telephone on a daily basis.
Uniform is delivered to the employee’s home address or to site by car.
Performance management meetings and Appraisals are conducted via Zoom. BS7858 2019 Security Industry Vetting is carried out using our electronic PASS system. Right to Work Checks are carried out using the KEESING System. SIA Licensing applications and renewals are online. Mobilisations consultations are conducted via Zoom, followed up by direct contact via our HR Team. Account Managers issue direct contact details and visit the site adhering to health and hygiene measures. H&S Risk Assessments are carried out on site adhering to social distancing and hygiene regimes. We have been
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Equipment is delivered to site and installed adhering to risk management specifications for the site. Well-being Communications are frequent, tips, guidance and surveys are issued to our teams to ensure that they recognise the fact that we are listening and acting upon any concerns they may have related to adjustments to the workplace or travel to and from sites. Staff Bulletins are issued regularly with key updates, government guidance and company communications such as personal messaging from our Managing Director and competitions to engage the staff during this unusual period.
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TRAINING Although physical training has been postponed in the short term due to social distancing measures, we have produced a COVID-19 Training Suite inclusive of the following training and awareness tools and certified courses. All existing staff, new recruits and TUPE transferees are required to complete the training. COVID-19 Tool Box Talk COVID-19 Customer Service Tool Box Talk First Aid Tool Box Talk Back to Work Guidance Post Pandemic ACT Awareness 2 Refresher Training Health & Safety Well Being Guidance Infectious Disease Risk Assessment Keeping Safe on Site
When you know better, you do better.
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04 TECHNOLOGY Our Innovative Solutions Division is engineered to support the purchase and installation of technical security services whilst also managing the procurement of goods.
We don’t use technology. We live technology.
We believe that effective security is about assessing risks and consequences and taking appropriate steps. It’s about products, people, innovation and ongoing processes. Fully aware of the importance of having a solid Business Continuity Plan (BCP) in place we are experts at identifying those parts of a business that cannot be lost – such as information, stock, premises, staff – and planning how to maintain these if an incident occurs. The 2020 coronavirus pandemic can cause major disruption to an organisation. By planning in advance, you will be able to maintain your business safety. PAGE 10
In today’s uncertain environment, we provide our customers with physical, technological and strategic security solutions. All our customers security needs can be provided and managed by one reliable partner. You may be working from remote and need cyber security. You may need risk assessing or a security consultant to advise you on a new way of working
The demand for PPE, Hand Sanitiser, Sneeze Guards Anti-Bacterial Cleaning, just to name a few, have soared and we are able to supply those goods, as well as the management of delivery and installation. These services further support our customers to adapt to a changing world.
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CUSTOMER SERVICE
Building a good customer
Our ability to listen and adapt to change quickly is what we offer to our customers daily. It sounds simplistic but it is the foundation of our customer relationship building, and the level of support that we offer during both times of crisis and business as usual that defines us.
by accident.
Our Customer Service Tool Box has been issued to all staff. A compulsory training course to assist them in defining how our customers will be affected by the New Normal and how we can support them to achieve high standards of service.
It happens by design.
The focus is on reassurance, a smile and a warm welcome for those returning to work in unfamiliar surroundings.
experience does not happen
and monthly meetings via Zoom. The personal touch is part of our culture whether this is via the lens, email or telephone our customers can always contact a member of the CIS Team 24/7, giving the reassurance that your needs will be met 24/7. Sharing knowledge and key elements of intelligence, quickly, is something that we pride ourselves upon. Our Client COVID-19 Client Bulletin provides regular, informative, trusted source updates relating to our own business measures and the wider industry such as the SIA, Security Institute, CPNI and local Police Authorities.
Touching base regularly with customers continues for us with daily, weekly PAGE 12
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FINANCE
Price is what you pay. Value is what you get.
As an independent company we are financially strong and resilient. Cash flow is strong, and our Shareholders have had the foresight to plan for such significant impacts of a pandemic as part of our Business Continuity Planning measures. We are prepared, ready and equipped to extend existing business and mobilise new opportunities driven by our quality leadership team. Payroll is carried out remotely and continues to achieve outstanding results. Pay queries are less than 0.5% monthly and are rectified on the same day. Furlough has become an important part of the payroll process. Our Payroll team continue to work relentlessly to ensure that all of our employees receive the correct pay and benefits.
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CSR/ BRANDING Although the pandemic has had devastating effects globally, our company ethos is such that we have a strong ethical philosophy which has enabled us to make a positive impact in our local community and those of our clients during this period of uncertainty.
Having established the Company over 50 years ago CIS were very proud that the government had recognised Security Professionals as Key Workers.
Social responsibility is at the forefront of our minds in considering the social and environmental impacts of our business.
Our Managing Director Neill Catton is a keen advocate of he Security Teams. CIS is a member of The City Security Council a collaborative organisation consisting of the leaders of the Security Guarding Industry.
Our local community is important to us. CIS are the third largest employer in Lewisham, and we have supplied security services to Lewisham Hospital and London Borough of Lewisham for over a decade. To assist the NHS Workers we have supported the NHS Clap initiative via social media and supplied weekly food parcels to the staff in the hospital, during lockdown.
Our association and longterm relationships with the Security Industry Authority, Worshipful Company of Security Professionals, ASIS UK, Resilience First and the Security Institute ensure that we are the forefront of local and industry communities on behalf of our clients. Providing services to numerous clients within the UK, it is important that we support our customers and their business neighbours. We have recently hosted and contributed by supplying our Risk Advisors to the panel of the Hi-RIG meetings in collaboration with their prominent members via Zoom. We deliver CIS Webinars to our clients, (e.g. The Journey to Re Occupation). Our Managing Director has been a panel member in the Outstanding Security Professional Association meetings and issued regular updates to our staff and clients via video and forms of media such as Zoom, Microsoft Teams and Skype. We continue to support our Corporate Charity Partners London Air Ambulance an incredible organisation whose value is emphasised in times of crisis.
Our brand is our kept promises.
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communication@cis-security.co.uk 020 8690 1903 CIS Security Ltd 418-426 Lewisham High Street London SE13 6LJ