British American TobaccoCase study | Retail

Securitas acts as a very effective buffer between the 1,000s of visitors we have every month across our 8 sites within the United Kingdom. This enables me to focus on my own responsibilities in the knowledge that everything is under control on the front line. Brendan Saritschniy, UK Corporate Security & Business Continuity Manager

The backgroundHistorically, British American Tobacco had contracted a number of different providers to fulfil its security requirements. When rationalisation of security services was considered, the company wanted to find a provider who was capable of working in all countries across Europe. After an intensive tendering process Securitas were awarded the contract. A Master Service Agreement (MSA) was signed within Europe which was subsequently adopted in the UK in August 2013.

The serviceSecuritas officers are deployed at four key BAT sites in the UK including the Global Headquarters at Globe House in Central London, at a Shared Services and Research and Development (R&D) facility in Southampton, offices at Harbour Exchange site in London, and a manufacturing operations site in Corby. Within the BAT portfolio, Securitas also operate at a number of smaller BAT sites within the UK.

Two full-time Securitas Contracts Managers (based in London and Southampton) and a dedicated Operations Manager at Globe House oversee more than 40 officers throughout the UK, who carry out day-to-day manned guarding duties, both in reception areas and with patrols

across the sites. Officers also man two 24/7 control rooms, monitor internal and external CCTV, and respond to out-of-hours requests including switchboard enquires from all over the world. Plus, when additional support is needed at internal and external events, Securitas is a welcome presence.

Brendan Saritschniy, UK Corporate Security & Business Continuity Manager at BAT, said: “Given the nature of our business, we can be the target of protestors against the tobacco industry. Every year at our AGM, we have an element of this animosity to deal with. Securitas is on hand to act as an effective and comforting buffer. Not only do they make sure the venue is secure for shareholders and staff but they also liaise with the Metropolitan Police and with the lead protestors themselves to ensure the most peaceful outcome.”

BAT enjoys added value through the newly commissioned Securitas Telephone and Reception Service (STARS). Piloted at Globe House, the service provides a professional first impression to visitors. Highly trained and experienced officers carry out reception services whilst acting as brand ambassadors. Dressed in BAT-branded uniforms, the Securitas staff ensure that every visit to Globe House is a positive one.

British American Tobacco (BAT) is a global tobacco group with brands sold in more than 200 markets and enjoyed by millions of consumers worldwide. With one billion adult smokers around the world, BAT manufactures the cigarettes chosen by one in eight of them. In a controversial industry, BAT acts responsibly and with integrity.

Brendan added: “Globe House is situated directly over the road from a Tube Station. Not only do we have over 2,500 official visitors a month, we very often have lost tourists popping in for directions. We depend on Securitas to manage this courteously and efficiently.”

Technical solutionsBAT and Securitas are currently engaged in the development of technical security solutions for BAT across the UK. These technical solutions aim to reduce risk, improve on efficiencies, add value and reduce manual processes and provide process optimisations. The partnership envisages these solutions being rolled out over the coming months and years.

The first project will be the management of technical maintenance contracts, which cover access control systems, CCTV, intruder alarms and integration with fire alarm systems. This will be followed by the installation of a new Physical Identity and Access Management system which has the ability to integrate with existing disparate systems at the various BAT locations.

Further down the road will be the outsourcing of the BAT control rooms via remote video surveillance (RVS) during the out-of-hours periods. This will be in conjunction with Mobile Services. Securitas will also consider a lease/buy concept with regard to technical equipment for the BAT estate, to ensure the technical solutions are future-proofed.

Community SpiritBAT and Securitas work together to support Project Griffin. This Government initiative run jointly by the City of London Police and Metropolitan Police, aims to protect the local community from the threat of terrorism. Bringing together police resources, emergency services, local authorities, businesses and the security sector, the project advises on counter-terrorism and crime prevention issues. Regular meetings and awareness days enable staff to share knowledge on detect and deter matters and how to spot, and deal with, any suspicious activity.

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AwardsOperations Manager, Dominika Dragulska, was the winner of the Securitas Community Award for Innovation in 2014. She is responsible for making sure day-to-day processes are aligned across BAT’s UK sites. She won the award for her ability to align herself with the BAT’s Security Vision, of how the client would like to see security reception services develop and evolve. In addition to using technology to achieve this, Dominika developed her own innovative solutions to manage certain aspects of larger tasks. This innovation not only prepared our current STARS for future changes, it also allowed for a much more well-rounded reception service experience..

Results BAT reports that the adoption of the European MSA has allowed for improved consistency in the delivery of service. Brendan said: “Having a MSA in place allows BAT staff, throughout Europe to not get involved so much in front line activity, meaning they can get on with their own jobs much more efficiently and focus on the things that matter to the business. We trust Securitas to manage our front of house to a very high standard, keeping us safe whilst ensuring our visitors enjoy a positive experience.”Costs have also been reduced. Brendan added: “Securitas have already proven in Europe they can help BAT save money without suffering a loss of service. On full implementation of our technology and maintenance solution in the UK, we hope to realise a six figure saving and return on investment - which the company will be very happy about indeed.”