Monthly Archives: December 2014

KPMG on cyber crime in 2015: ‘This time it’s personal’

‘This time it’s personal’ will be the motto of 2015 as cyber criminals are predicted to become more selective in the way that they target victims.

According to Stephen Bonner, a partner in KPMG’s cyber security practice, the next 12 months will see criminals move away from mass spear-fishing tactics in favour of highly-targeted ‘campaigns’ based on the data trail people leave in their online lives.

“Over the past year, the Internet of Things took its first tentative steps into the mainstream,” said Bonner, “but consumers’ willingness to adopt the latest trend has come at a price. Their desire to be seen has overtaken their desire to be secure, meaning that we can expect organised crime to find new ways in which to make money in our increasingly digitised society.”

Bonner continued: “It’s possible that our willingness to share and shop online will let criminals become more selective about who they target. They will not need to maintain the current ‘hit and hope’ approach of spear phishing, instead only attacking specific users and computers based on the data these give away about their owners.”

According to Bonner, the result will be a business world in which cyber protection matures and where Governments come together to improve ways in which confidential data is secured.

The next 12 months will see criminals move away from mass spear-fishing tactics in favour of highly targeted ‘campaigns’ based on the data trail people leave in their online lives

The next 12 months will see criminals move away from mass spear-fishing tactics in favour of highly targeted ‘campaigns’ based on the data trail people leave in their online lives

“2014 may have been a year in which hardly any time went by without news of a cyber attack,” asserted Bonner, “and the next 12 months will be no different. This time, however, third party assurance will become a burgeoning industry as firms seek to protect themselves against lawsuits for loss of data or revenue. As part of this, my hope is that EU Governments will reach agreement on data protection legislation in a post-Snowden world and implement a data breach disclosure regime.”

In conclusion, Bonner explained: “Ultimately, cyber defence will be akin to a game of whack-a-mole with more emphasis on spotting attacks, more sharing of intelligence in near real-time and enhanced efforts by companies and Governments to counter and disrupt cyber attacks as quickly as they can. However, to win the game a change in mindset is needed, with security teams necessarily having to reinvent themselves by engaging with the business to really understand its priorities and justify the budget, in turn ensuring that their efforts are focused on defending key business assets while being seen as an enabler for doing business in the digital world.”

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Samsung Techwin Europe on the right track with Network Rail PADS approval

Industry professionals from across the UK recently attended a Samsung Techwin seminar held at Pickering Station (part of the North Yorkshire Moors Railway) to learn about the latest open platform video surveillance technology now available to the rail sector. Brian Sims reports.

All delegates attending on the day are involved in the railway sector’s supply chain and were thus the perfect audience for the formal announcement that Samsung Techwin Europe’s cameras, domes, recorders and Ethernet switches forming its complete IP network video surveillance range have been approved for use within Network Rail’s infrastructure.

The PADS Certificate of Acceptance follows a process during which the Samsung Techwin Europe video surveillance products were evaluated and comprehensively tested to ensure that they’re wholly reliable, fit for purpose and duly comply with Network Rail’s demanding standards in respect of safety issues.

Simon Shawley (director for Northern Europe at the Security Solutions division of Samsung Techwin Europe) proudly told members of the audience that obtaining PADS approval represents a significant landmark for the business.

Simon Shawley informed delegates that obtaining PADS approval represents a significant landmark for Samsung Techwin Europe

Simon Shawley informed delegates that obtaining PADS approval represents a significant landmark for Samsung Techwin Europe

Shawley explained: “PADS approval means that consultants, system designers and specifiers can include our products in their proposals and be confident that they’ll be acceptable to Network Rail’s project managers. The rail sector offers significant new business opportunities for installers and systems integrators, and we’re therefore very pleased that we can now offer high performance video surveillance solutions which, as well as being robust and reliable, will meet the safety requirements of security projects within the Network Rail infrastructure.”

Shawley’s view was robustly supported by James Smith, sales and marketing director at the Quadrant Security Group. “Many of the projects with which we’re involved have specific compliance demands attached to them so as to ensure the high quality operation of systems in what are often complex and mission-critical environments,” outlined Smith. “However, the nature of these environments can make it hard for our vendor partners to innovate as the barriers may be high. ‘Tried-and-tested’ and the status quo might be see as the easy options with which to continue. It’s therefore great to see the investment that Samsung Techwin has made in obtaining PADS approval for its IP cameras in order to meet Network Rail’s demanding requirements.”

Smith also stated: “This development will undoubtedly lead to innovation on the rail network as the industry looks to benefit from the further deployment of network technology. It also opens up a host of possibilities for enhanced interoperability and efficiencies.”

Among the products approved by Network Rail are Samsung Techwin’s open platform WiseNetIII HD megapixel cameras. These offer end users the option of running multiple applications such as video analytics, facial recognition, people counting and ANPR which can be downloaded to cameras in a similar way that you would add Apps to a smart phone.

Importantly, the PADS Certificate of Acceptance issued by Network Rail also provides approval for a number of Samsung Techwin’s analogue cameras and DVRs.

Opportunity for business networking

The Samsung Techwin seminar was conducted inside the Learning Centre at Pickering Station. This is the flagship station and headquarters of the North Yorkshire Moors Railway which last year celebrated its 40th Anniversary as a fully operational heritage railway.

The railway was formed in 1967 when founder members met with the aim of reopening the Grosmont to Pickering line both as a tourist steam railway and to preserve the rail link to Goathland, the roads to which were prone to being blocked by snow during winter months.

Today, the North Yorkshire Moors Railway carries around a third of a million passengers each year and operates on 270 days of every year, running between eight and 20 trains per day while relying on over 400 volunteers and more than 100 paid staff to maintain the service.

Philip Benham of the North Yorkshire Moors Railway delivering his historical presentation to delegates

Philip Benham of the North Yorkshire Moors Railway delivering his historical presentation to delegates

After a brief presentation on the railway by Philip Benham (general manager of North Yorkshire Moors Railway), who explained the history of the railway and its plans for the future, attendees had the opportunity to network with colleagues before preparing to board the ‘Samsung Techwin Express’ which departed from Pickering Station for a return journey to Grosmont through the picturesque Yorkshire countryside.

Travelling with the aid of the A4 class locomotive Sir Nigel Gresley is a rare opportunity. This is one of only a small number of working models in the world. The train is the sister to the Mallard which, back in 1938, achieved a speed of 126 mph and, in so doing, set a world speed record which still stands today.

Keeping steam locomotives on the rails comes at a hefty price, not to mention the other areas of maintenance and restoration on the railway that relies so heavily on public donations. With this is mind, attendees were invited to provide a donation as a ‘Thank You’ to the North Yorkshire Moors Railway for helping organise such a brilliant day. Over £700 was raised.

Demanding surveillance conditions on rail networks

Pickering Station proved to be the perfect venue for the seminar and for Samsung Techwin to be able to demonstrate how the latest generation of HD cameras can cope with the demanding conditions often experienced at railway stations and on board trains.

Samsung Techwin’s WiseNetIII cameras and domes had previously been installed on the platforms of Pickering Station as part of an overall programme of improving security for North Yorkshire Moors Railway’s facilities following a major theft last year which saw the loss of valuable steam engine parts.

The Sir Nigel Gresley locomotive on which guests at the seminar were able to travel

The Sir Nigel Gresley locomotive on which guests at the seminar were able to travel

“The burglary was a major blow to us,” said Philip Benham. “It delayed bringing back into service one of our highly-prized locomotives as the stolen parts were difficult and expensive to replace. We immediately took advice on how we could improve our security and, in particular, how best to use CCTV to deter and detect crime, as well as ensure that all our customers are safe and secure while visiting our stations and travelling on board our trains.”

Benham and his colleagues considered proposals from a number of manufacturers but, following an onsite demonstration, decided to single-source all of the required security cameras and video recording equipment from Samsung Techwin.

“We were massively impressed by the quality of the images that the Samsung Techwin cameras were able to capture,” asserted Benham. “Having an onsite demonstration meant we could see exactly what we should expect if we permanently installed the cameras. Our station is not that large and so the good news from a cost perspective was that we only needed a total of six cameras to cover all areas. This was helped by the fact that one of the cameras recommended by Samsung Techwin’s pre-sales support team was the company’s SNF-7010 360 degree HD model. This is able to cover a whole area where a much larger number of standard cameras might normally be required to avoid any blind spots.”

Deterring and detecting anti-social and criminal activity

“Apart from the fact that they work within the rail sector, many of our guests are train enthusiasts and so we’re delighted that they were able to enjoy their time on the Samsung Techwin Express,” said Diane Cooper, head of business development management at Samsung Techwin Europe for the UK, Ireland, Benelux countries and the Nordics.

“The feedback from the guests was very positive. They very much enjoyed the day and, in this respect, we’re grateful to Philip Benham and his colleagues for their efforts towards helping us make our event so successful. Of course, we’re also very pleased that our cameras and video recording equipment installed at Pickering Station are helping the railway achieve its objective of deterring and detecting anti-social and criminal activity.”

Samsung Techwin's WiseNetIII cameras and domes had previously been installed on the platforms of Pickering Station as part of an overall programme of improving security at North Yorkshire Moors Railway’s facilities following a major theft last year which saw the loss of valuable steam engine parts

Samsung Techwin’s WiseNetIII cameras and domes had previously been installed on the platforms of Pickering Station as part of an overall programme of improving security at North Yorkshire Moors Railway’s facilities following a major theft last year which saw the loss of valuable steam engine parts

Commenting on the event’s success, Paul Wood (fleet manager for First Hull Trains) said: “Samsung Techwin Europe should be congratulated on organising a first class event which was both educational and enjoyable. Achieving PADS approval for its cameras is a big step forward for the company. Together with the fact that I was able to see at first hand the excellent quality images that the cameras can produce, this experience has given me the incentive to want to evaluate potential deployment by First Hull Trains.”

Wood’s satisfaction at a day well spent was echoed by Ruth Venn, business development manager for the rail division of Optilan UK, who enthused: “Samsung Techwin Europe hosted an excellent day which not only introduced to the market its PADS-approved cameras, but also provided great networking opportunities and allowed Optilan to promote its position as a Samsung Smart Partner.”

*Samsung Techwin is now offering all rail industry professionals the opportunity to view a demonstration of PADS-approved video surveillance solutions at its European Headquarters in Weybridge. Register your interest in a demonstration

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NSI Installer Summit seminars focus on business solutions advice

The National Security Inspectorate’s (NSI) second Installer Summit was held in Manchester on Thursday 20 November and proved to be a major success, with over 100 delegates and 35 exhibitors in attendance. Brian Sims reports.

The NSI Installer Summit took place at the Worsley Park Marriott Hotel and showcased contributions from a wide array of top security brands, industry experts and business solutions providers, in turn offering delegates a perfect platform from which to learn about the latest innovations within the industry – including new products and solutions, equipment and tools – and, of course, the latest news from the NSI.

The Installer Summit’s programme of bite-sized seminar sessions delivered by industry experts included a focus on the importance of integrity and performance through the buying chain (presented by Simon Banks of CSL DualCom), the value apprenticeships can bring to a business (described by Kings Security’s Anthony King), Google marketing (courtesy of Clinton Porter from NVisage), employment law tips and advice (discussed by Citation’s Louise Lockett), funding for capital growth (Rob Donaldson of Baker Tilly) and the myths of cloud security (Steve Riley of RISCO Group).

In addition, there was a timely update from ACPO on the reduction of false alarms due to improving technology.

The next NSI Installer Summit takes place in Birmingham next March

The next NSI Installer Summit takes place in Birmingham next March

Speaking about the first NSI Installer Summit to take place in the North West, the NSI’s CEO Richard Jenkins commented: “Following the success of the first NSI Installer Summit in Birmingham last March, we listened to our installers and brought the event to Manchester. The NSI Installer Summit is a truly unique event for our approved companies, providing them with the opportunity to network, see at first hand the latest products from the leading manufacturers, hear from NSI technical experts about developments in standards and be given solutions advice from a number of business-related specialists.”

Jenkins continued: “We believe the Installer Summit adds real value to ‘The NSI Community’, ensuring that NSI approved installers are well informed about developments that impact their industry and their businesses. Given the exceptionally positive feedback we’ve received from both events, we’re delighted to announce that our next Installer Summit will take place in Birmingham on Tuesday 10 March 2015.”

*View a selection of photos from the day via the NSI’s Pinterest site at: http://www.pinterest.com/nsi1/nsi-installer-summit-manchester/

**Download the presentations: http://www.nsi.org.uk/information-centre/nsi-events/nsi-installer-summit-manchester-2014/nsi-installer-summit-manchester-programme/

***If you’re interested in sponsoring or exhibiting at the next NSI Installer Summit (which takes place at the National Motorcycle Museum in Birmingham on 10 March 2015, please contact the NSI via e-mail at: exhibit@nsi.org.uk or telephone 01628 764843. Delegate registration for this event will be launched in the New Year

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The Security Institute signs Memorandum of Understanding with the International Professional Security Association

The Security Institute, the UK’s largest membership body for security professionals, has signed a Memorandum of Understanding with the International Professional Security Association outlining reciprocal membership arrangements.

The relationship between the two organisations will be known as Constituent Membership whereby the International Professional Security Association (IPSA) is a Constituent Member organisation of The Security Institute with an Affiliate Membership while the Institute is now an Affiliate Member organisation of IPSA.

It’s the IPSA entity that’s the Constituent Member rather than any individuals of the organisation and vice-versa. However, IPSA members may be Institute members in their own right and vice-versa regarding The Security Institute’s members having personal membership of IPSA.

Both parties retain their own identities and legal structures and operate in accordance with their own organisational rules and legally binding constitutions.

Emma Shaw CSyP: chairman of The Security Institute

Emma Shaw CSyP: chairman of The Security Institute

Main elements of the agreement

The main points covered by the new agreement are:
*The Security Institute and IPSA will share information by exchanging appropriate newsletters, bulletins and press releases, etc that may potentially be of mutual interest to their respective memberships
*The Security Institute and IPSA will incorporate information on their websites about each other’s organisation and their respective activities. This will include logos and reciprocal web links
*The Security Institute will appoint IPSA as a Continuing Professional Development (CPD) partner organisation
*The Security Institute and IPSA will co-ordinate, wherever practicable, on mutually relevant topics and activities

Speaking about the new arrangements, The Security Institute’s chairman Emma Shaw CSyP commented: “We’re delighted to be working with IPSA. The Memorandum of Understanding will benefit members of both organisations enormously. We have broad areas of overlapping interest and this will help us to develop the security profession as well as deliver benefits to our members.”

Mike White MSyI: IPSA chairman

Mike White MSyI: IPSA chairman

IPSA chairman Mike White MSyI added: “This is the first step in a collaborative journey in which we hope others will want to play a part. IPSA is delighted to be working with The Security Institute in leading the campaign to positively raise the profile of our industry and professionalise it still further.”

The Memorandum of Understanding was signed on Tuesday 16 December at The Security Institute’s 15th Anniversary
Birthday Party.

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‘Christmas crime bonanza could cost the UK’s economy over £1 billion’ states The Shield Group

While the current trend is for general crime rates continuing to fall, shoplifting is on the rise. According to Home Office figures, the number of shoplifting offences in 2013-2014 has risen by 6.7% when compared to the previous year.

The Christmas period usually sees very little crime in most business sectors, but there’s one great exception: the retail industry. Since the recession in 2008, the holiday ‘free-for-all’ has become considerably worse with the increased footfall during the festive season something of a double-edged sword for UK retailers.

True, an influx of customers does cause sales to skyrocket, but it also leads to overcrowded shop floors, in turn providing the perfect cover for shoplifters.

Shoplifting is often considered a victimless crime. However, research shows this isn’t the case. The economic effects of shoplifting during the Christmas period are massive, with thieves stealing an average of £37.04 from every family.

In addition to these costs, for the staff working in shops and stores who are threatened with or subject to physical violence when confronted by thieves, this can have dire psychological effects.

The majority of retailers will encounter some form of security threat over Christmas, but it’s the large department stores that are targeted the most. This is due to them stocking those products most commonly found on the thieves’ wish lists. Items such as tablets, game consoles, perfume, women’s clothing and jewellery are most popular.

This doesn’t mean smaller shops shouldn’t watch out, though, as the thieves often approach smaller and more vulnerable retailers because they stock alcohol, Christmas decorations and, in some cases, high value food items, etc.

John Roddy: CEO at The Shield Group

John Roddy: CEO at The Shield Group

Being aware of the issues

John Roddy, CEO at The Shield Group, said: “Dramatic increases in shopper numbers creates the potential for serious problems. There are also some consumers who derive a thrill out of stealing. They typically pocket a ‘free’ gift during an otherwise legitimate shopping trip. However, traditional criminals also get in on the act as shops become so packed that it’s much harder for security teams to be aware of the issues. Add to this mix a thriving black market and the lure of swift financial gain is potentially all it takes to motivate the criminally inclined.”

Threats to retailers are not just external. During this time of year figures consistently show an increase in employee theft. This type of theft alone cost the UK economy over £300 million in 2013.

Temporary staff are often employed over the Christmas period, of course, and research recently conducted by First Advantaged shows that significantly more inaccuracies can be found in the CVs of seasonal workers when compared to those of their permanent staff colleagues.

Nearly 50% of education verification tests carried out on seasonal workers uncover discrepancies, while a third of employment history verifications turn up inaccuracies and discrepancies of some form.

According to Roddy, the solution to this issue lies with the retail owners themselves.

“Security should be every shop owner’s number one priority,” asserted Roddy, “not only to ensure that nothing is stolen, but also to guarantee the safety of both customers and staff alike.”

In conclusion, Roddy added: “By implementing appropriate security measures and reviewing the temporary staff that are being employed, there ought to be no reason why crime should be allowed to ruin the Christmas holidays.”

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London Mayor Boris Johnson secures major cash boost for front line policing in historic Scotland Yard sale deal

The Metropolitan Police Service’s world famous New Scotland Yard headquarters has been sold to the Abu Dhabi Financial Group for £370 million in what is the biggest shake-up of the Met’s property estate since the 1960s. Proceeds from the sale are to be invested in cutting-edge technology and a leaner, more modern estate while the Met’s move to a new headquarters – the Curtis Green building on London’s Embankment – is already in progress.

In a landmark deal orchestrated by London Mayor Boris Johnson, the sale secured £120 million more than the guide price and three times what was originally paid for the site freehold back in 2008. Proceeds from the sale will kick-start a major investment opportunity to secure the future of the Metropolitan Police Service, with the funds being used to kit out officers across London with mobile technology such as tablets, smart phones and body cameras, in turn enabling them to spend more time out on the streets. It will also allow much-needed investment in the remaining estate along with modern ICT infrastructure and new software platforms.

New Scotland Yard is also home to many unique artefacts and policing memorabilia dating back to the formation of the Metropolitan Police Service in 1829, none of which are currently on public display. The additional proceeds from the sale mean that a small portion of money raised can be used to relocate this collection to a dedicated museum site, allowing visitors from the UK and around the world to see rare crime artefacts and heritage items that tell the fabulous history of Scotland Yard.

Scotland Yard has been sold in a deal designed to benefit the Metropolitan Police Service but also members of the public

Scotland Yard has been sold in a deal designed to benefit not only the Metropolitan Police Service but also members of the public

Marketed as ‘Ten Broadway’, the 1.7-acre site, 600,000 square foot building attracted intense interest from around the world. In the end there were 11 credible bids with the Abu Dhabi Financial Group (ADFG), a multi-billion dollar alternative investment company based in Abu Dhabi, securing the deal.

With a track record of financing major central London developments, including the 1 Palace Street project adjacent to Buckingham Palace, ADFG now plans to create a mixed-use residential development on the site.

The headquarters of the Metropolitan Police Service since 1967, the outdated New Scotland Yard building was put on the market by the London Mayor’s Office for Policing and Crime (MOPAC) last September for a guide price of £250 million. No longer fit for operational purposes, the proceeds raised by the sale of the building will be used to deliver on the Mayor’s commitment to balance the Met’s budget and keep policing numbers high.

Once redeveloped and sold, the Victoria Street site is projected to yield up to £100,000,000 million in stamp duty receipts for the UK Exchequer.

Radical overhaul of the Met’s estate

The sale is part of an ongoing radical overhaul of the Met’s estate which has so far raised £215 million through the sale of 52 under-used and outdated buildings. When completed in 2016, this restructure will save London’s police force over £60 million in annual running costs – enough to fund 1,000 officers – and will leave behind a smaller, more modern estate including a brand new training facility in Hendon and a world class forensics lab and Control Centre in Lambeth.

As stated, the operational headquarters of the Metropolitan Police Service is now on the move to the Curtis Green building on Victoria Embankment. This building is owned by MOPAC and has been empty since late 2011. Currently undergoing a £58 million transformation into a slimmed down headquarters, this relocation alone will save the Met over £6 million per annum in running costs.

London Mayor Boris Johnson

London Mayor Boris Johnson

Commenting on the deal, Boris Johnson said: “The Metropolitan Police Service has a unique place in history and needs a home that’s fit for the future. However, police budgets are under real pressure. The sale of this underused and outdated building means we can now not only protect that rich heritage, but also fund the new headquarters and kit out bobbies with the latest mobile technology to secure the future of the force. This landmark deal allows us to preserve the past while giving today’s Met a vital cash boost such that our officers can continue to safeguard London and its citizens.”

Stephen Greenhalgh (Deputy Mayor for Policing and Crime) added: “This deal shows that we were right to put bobbies before buildings. Only by taking the tough decisions to shrink the Met estate and instead focus resources on the fron tline are we now able to invest in the modern kit and technology the police need to fight crime in the 21st Century. The Scotland Yard sale is a win for everyone. Police officers receive the investment in technology they need, Londoners are afforded the modern, efficient police service they deserve and the public purse benefits from a £100 million windfall from stamp duty, in turn helping to fund our schools and hospitals.”

Sir Bernard Hogan-Howe: Commissioner of the Metropolitan Police Service

Sir Bernard Hogan-Howe: Commissioner of the Metropolitan Police Service

Metropolitan Police Service Commissioner Sir Bernard Hogan-Howe QPM said: “Police funding continues to be under extreme pressure. We now expect to need to making savings of up to £1.4 billion by the end of the next spending review, including some £600 million which we will have delivered by 2015-2016. This is equivalent to a third of the Met’s original budget so this money is absolutely vital to us. It will allow us to reinvest in our remaining estate and in the technology needed to support our officers as they fight crime and support victims. It’s only with this kind of intelligent investment that we will be able to do more with less.”

The sale of New Scotland Yard was handled by Jones Lang LaSalle. As the home of the Metropolitan Police Service, Scotland Yard has moved several times before – from Whitehall Place to Great Scotland Yard in 1875, to the Norman Shaw building in 1890 and then on to the current building in 1967. This future move therefore marks a return to nearer its founding location.

As mentioned, the freehold of New Scotland Yard was bought in 2008 for £123.5 million and it would have cost in excess of £50 million to bring the building back up to standard.

The Estate Strategy, launched last year, is available at: http://www.london.gov.uk/priorities/policing-crime and covers plans for the entire MOPAC estate including police stations, forensic labs, firing ranges, training grounds, horse and dog centres, offices and custody facilities. It draws on the best examples from both the public and private sectors for space efficiency and modern working. Combined with investment in new and refurbished buildings, this will ensure the Met has a modern, well-equipped and efficient estate suitable for current and future policing.

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World Class Service audits commend Showsec personnel’s customer service skills

Event security specialist Showsec has received acclaim after achieving exceptionally high scores for customer service at three major arenas. The company is commended for its high levels of service at the Phones 4U Arena in Manchester, the Motorpoint Arena in Sheffield and the First Direct Arena in Leeds following audits conducted by World Class Service.

Showsec staff at the Phones 4U Arena led the way with an audit score of 94%, closely followed by the team at the Motorpoint Arena (93%) and employees seconded to the First Direct Arena (92%).

The World Class Service on site audits, which were commissioned by Showsec, highlighted a significant improvement in performance at all three arenas. “This is a fantastic set of results and great credit to all those involved in delivering our service,” said Alan Wallace, Showsec’s regional manager. “We’re constantly looking at ways in which we can raise standards and these audits provide a crucial benchmark in helping to measure progress.”

Wallace added: “The 2013 audits identified a need to make improvements to certain aspects of our service and I’m delighted with the progress that has been achieved since then.”

World Class Service works with venues and organisations to help drive standards of service and enhance the customer experience. The company conducts a ‘secret shopper’ assessment of arenas focusing primarily on three key areas: behaviours, processes and environment.

The Motorpoint Arena in Sheffield where Showsec provides security and stewarding solutions

The Motorpoint Arena in Sheffield where Showsec provides security and stewarding solutions

Recruiting staff with the right attitude

“The Showsec staff in all three venues were wonderful,” said Tracy Waddacor, managing director of World Class Service. “The company has obviously put a lot of hard work into getting the right mix. Recruiting staff with the right attitude is vital and, on the whole, everyone we encountered was helpful, considerate and professional when dealing with customers.”

Wallace praised the operations executives who’ve been at the forefront of the improvements which have been made at all three arenas, namely Tom Bailey at the Phones 4U Arena, Craig Bennett at the Motorpoint Arena and Sam Hodkin at the First Direct Arena.

“Their dedication to service has been the driving force behind this uplift in performance,” commented Wallace. “It’s very clear they’ve had a strong influence on how all members of the teams perform at ground level which in itself is highly commendable.”

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