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Revolutionising incident management

For more than 25 years, First Security, powered by Interserve, has been at the forefront of UK manned guarding and security services, earning its place in the top tier of security providers. Today, the organisation is responsible for more than 300 clients throughout the UK.

Alongside its reputation for outstanding security provision, First Security has been a market leader in strategic future-focused planning, developing solutions ahead of many of its competitors. Through this innovative approach First Security entered into a partnership with Vocal Ltd, a specialist in global communication platforms.

This partnership led to the development of COMMAND, a revolutionary system that will change the way incidents are managed for First Security clients, as Aimee Regan, regional director explains: “Initially, we wanted to develop an intuitive incident management tool that would focus on escalation and move away from paper-based operations.  Our aim was to improve the consistency of managing incidents and to create a unique and resilient tool that would automate processes and offer real value to our clients.”

“When we started working with Vocal to develop COMMAND, we realised that we could go much further. We have created a system that will manage incidents in real time, guide people according to process and generate a secure electronic audit trail at the same time.

“From a security provider’s point of view, this is ground-breaking; depending on the client, business as usual is paper based and incident management is a folder that sits on a shelf. What we have now is a highly efficient system that can capture the right information, automate processes and communicate through many different forms to reach the right people at the right time“.

Although highly innovative, COMMAND is equally simple; by its very nature its intuitive design takes control during an incident and provides simple, clear direction and communications according to pre-planned processes. It was this simplicity that showed how valuable the system could be to its clients says Tim Dunning, consultant analyst at First Security: “We realised a need in the market for a system that automated processes at the time of incident, a system that simply manages everything for you in line with your pre-defined planning and processes; reducing the risk of human error or panic. COMMAND helps us achieve this. It forces you to review your processes and to find faults so you don’t discover them in the middle of an incident.”

Fraser M Gordon, national control room manager at First Security says the feedback has been excellent; “We have hundreds of clients to manage and previously we had to physically locate each set of processes. With COMMAND we simply click on to the client’s system to take direction, communicate instantly and have real-time confirmation that those communications have been delivered and actioned. From the control room or on the ground, we have a live, clear and concise view of the situation as the incident is managed, and can produce an accurate audit trail at any point.”

Dunning concludes: “I’ve used other incident management tools during my career and what we aspire to with COMMAND takes incident management to the next level. The workflow and auditing functions are exceptional, and the unique ability to have a live system to drive the incident is invaluable. It’s a highly reassuring tool that allows the security team to concentrate on the physical aspect of managing the incident without worrying about the next step, as the processes are already there. The added bonus is having the functionality to grow and evolve your processes, whether that’s in a crisis or a business as usual scenario.”

Security COMMAND Key Facts:

  • Automate pre-defined processes according to your business requirements
  • Organise structured workflows tailored to your organisation’s structure
  • Co-ordinate processes and incident responses from a single screen
  • Access modules and reports from any device with an internet connection
  • Secure, real-time auditing and report interrogation
  • View a real-time log of events, actions and communications


See the full article at Security Industry e-mag, page 7

Judi Morris

Head of marketing - private sector

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