At USI, we seamlessly integrate our security professionals with our state-of-the-art technology. This allows our unarmed officers the ability to implement proactive security measures and keep our clients safe throughout the entire security process.
All USI employees are committed to providing consistent, high quality service which is reflected in the development and implementation of a client-focused quality assurance and continuous improvement process.
USI’s Quality Assurance Process ensures a consistent, high quality services protecting our clients and officers by assuring:
The process
Developing a customized security program through a partnership between our experienced operational management and you including:
1. Evaluation and assessment of your specific risks, threats and challenges
2. Understanding of your business objectives and security requirements
3. Review and development of security policies and procedures
4. Creating post orders and site-specific manuals for your facility
5. Implement training and officer assignments
In addition to USI’s annual recertification and training requirements and a retention/recognition program, we have implemented a series of processes that ensure ongoing, scheduled interactions between USI, our clients and our employees including:
Client Communication
- Regular Updates: We ensure client contact and account information is updated regularly to maintain seamless communication.
- Proactive Engagement: We keep stakeholders informed about key developments and any changes to the service agreement, building trust and demonstrating our commitment to client satisfaction.
Action Items and Responsibilities
- Transition Lead: Responsible for coordinating all quality assurance activities, including initial site assessments and ongoing compliance checks.
- Key Actions: Regular site visits, documentation reviews, and client meetings to discuss performance and improvements.
Timeline and Deadlines
- Structured Approach: Specific deadlines for each quality assurance task, such as initial assessments completed within the first week of the contract, followed by bi-weekly reviews.
- Efficiency: Ensuring tasks are completed systematically and without delay to enhance operational efficiency.
Ongoing Monitoring and Feedback
- Tools and Techniques: Use of GuardTek for real-time site inspections and compliance tracking.
- GeoTab System: Monitoring fleet vehicles to ensure safety and efficiency through real-time data on location, speed, and driving behavior.
- Client Feedback: Regular sessions and surveys to gather insights and identify areas for improvement.
Documentation and Reporting
- Comprehensive Documentation: Detailed reports on site visits, compliance audits, and performance metrics.
- Transparency and Accountability: Weekly generated and reviewed reports to maintain high standards and build client confidence.
Key Performance Indicators (KPIs)
- Performance Evaluation: Specific KPIs such as Officer Retention, Training Performance, and Invoice Accuracy to measure service quality.
- Continuous Improvement: Regular review and reporting to ensure high-quality service delivery.
Regular Client Meetings
- Meeting Schedule: Weekly or bi-weekly meetings to review current security operations, address concerns, and discuss improvements.
- Proactive Engagement: Ensuring services remain aligned with client needs and fostering strong relationships.
Perfect Service Form
- Exceptional Service: Understanding client goals, regular performance reviews, and continuous improvement initiatives.
- Structured Approach: Documenting and tracking performance against client expectations.
Deliverables Section
- Service Elements: Derived from executed contracts, outlining specific responsibilities and due dates.
- Operations Guide: Ensuring all commitments are met timely and accurately, maintaining accountability.
Monthly Drills
- Emergency Response: Conducting monthly drills based on account post orders to ensure preparedness for various emergency scenarios.
- Readiness: These drills help verify that our staff are well-prepared and that our emergency response procedures are effective and up-to-date.
Yearly Post Order Review
- Annual Evaluation: Reviewing post orders with clients annually to ensure they are updated to reflect current security programs.
- Continuous Improvement: This review process helps maintain alignment with client needs and ensures that our security protocols are always current and effective.
Patrol Services
Comprehensive Patrol Coverage
- Mobile Patrol Units: Our highly visible patrol units conduct random and scheduled patrols to deter criminal activity and ensure a secure environment. Our patrol officers are trained to perform thorough exterior and interior inspections, utilizing the GuardTek tour system to document and address any issues promptly.
- Trained Patrol Officers: Equipped with the latest technology and trained in best practices, our patrol officers are prepared to handle various security challenges effectively.
- Reporting and Accountability: Each patrol is documented with detailed reports, ensuring transparency and providing clients with actionable insights to improve overall security.
- Advanced Video Telematics: Our fleet is equipped with Geotab Surfsight, a cutting-edge video telematics solution. This includes dual road-facing and driver-facing cameras for live video streaming, enhancing situational awareness. The system provides real-time alerts for distracted driving behaviors and other safety concerns, promoting compliance and safety.
- Command Center Oversight: Our Command Center plays a pivotal role in monitoring live video feeds from patrol vehicles, coordinating incident responses, and ensuring continuous communication between patrol officers and the Command Center. This integrated approach ensures swift and effective responses to incidents, providing peace of mind to our clients.
