How we ensure quality
We have Key Performance Indicators (KPIs) in place to evaluate the effectiveness and quality of our services, and ensure you are getting the most out of our relationship.
Key Performance Indicators
Completion Rate
Having spent time with your client analyzing security requirements, your ultimate goal is to achieve 100% of the site visits promised. That number means that the client is receiving what they want and you can invoice all that has been agreed to.
Response Time
Measuring response time is the ultimate efficiency measure. So you want to respond as quickly as possible. It goes without saying that responding within the agreed-to response time is critical.
Overtime
You set your staffing levels based on the anticipated volume of calls and service delivery. That said, you want to minimize the non-billable overtime incurred by shared service units in order to be profitable and get a precise view of your productivity.
First-Time Fix Rate
By equipping mobile staff with all the information they need to properly access and respond to a site, you are driving first-time fix rates. Limiting the need to send additional or multiple units means you are more efficient.
Providing all the information your staff needs means that they are more accurate, can take appropriate action while onsite and can provide the client with a detailed incident or activity report.
Client Satisfaction
Have you ever had a client ask the operations center, “When will the response unit be onsite?” If your system is properly automated, you will be able to answer that question very easily, and support your client’s peace of mind.
Other items that can propel client satisfaction include: accurate invoices, incident reports sent to the right people and reports that accurately and richly provide details of any incident.
Employee Engagement
| APS Key Performance Indicators 2018 | ||||||||||||
| *Customer Satisfaction | ||||||||||||
| *Recruitment of the right personnel | ||||||||||||
| *Employee Retention | ||||||||||||
| * Attendance | ||||||||||||
| *Staffing flexibility | ||||||||||||
| * Facilitate and provide in-depth client specific training to new on-site APS personnel. | ||||||||||||
| *Employee appearance | ||||||||||||
| *Responsiveness to identified issues or concerns | ||||||||||||
| *Manage Overtime | ||||||||||||
| *Ensure contract compliance at all assigned properties. | ||||||||||||
| * Identify and present industry best practices to all teams in all locations | ||||||||||||
| * Actively participate in industry specific professional organizations such as but not limited to ASIS | ||||||||||||
| * Ensure all administrative and operational functions including payroll, billing, accounts receivable, scheduling are accurate, and issues are promptly resolved | ||||||||||||
| * Conduct in-depth audits and analysis of operational and financial controls relating to the account management. | ||||||||||||
| * Manage and own the accounts receivable process for the customer. | ||||||||||||
| * Create and manage to an annual overhead budget. Partner with their customer on their security budget | ||||||||||||
| * Mentor supervisors/managers to establish a succession plan for the business | ||||||||||||
| *Employee Satisfaction – | ||||||||||||
Service Level Agreements (SLA's)
Accompanying the contract should be a comprehensive service level agreement (SLA), which setsout in clear language the customer’s expectations of the services to be provided by the contract.
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Service Level Agreement
Advanced Professional Security provides these SLAs in order to demonstrate its ongoing commitment to provide top-quality APS’s service offerings for world class organizations and businesses.
Advanced Professional Security acts in accordance with the service level agreement that we have with our clients.
APS SLA Sample
