Gearing towards anoutcome-based model
There is a lot of demand for security services over the past few years, including these tough times such as covid-19 has increased the demand for security officers. Slow workforce growth has disrupted the deployment of more security officers on the ground. Competition among security companies has also stiffen over the years challenging the ability to recruit and retain security officers.

Outcome Base Contracting is shifting to be the next norm in the security industry contracting for buyers in all industries. Triple ‘S’ Protection has been an early adopter of outcome-based contracting that focuses on a hybrid model combining both manpower and technology. Rather than focusing on manpower reliance, we have shifted towards the security industry transformation map (ITM) to focus more on the implementation of technology for better security outcomes. We constantly find solutions to assess the contractual requirements and focus on integrating of both manpower and technology to enhance the productivity and reliance on manpower.

What is Outcome Base Contracting?
The Security Industry Transformation Map (ITM) was launched in February 2018. ITM’s vision is to build a vibrant, technologically advanced and competitive security industry that offers greater security and better jobs in Singapore. An important strategy to achieve this is to transform the industry so that it is less dependent on the workforce that uses the technology. Outcome-based security contracts are a step towards achieving this vision. Its purpose is to provide service buyers with step-by-step advice on how to create performance-based contracts. This is important because when buyers serve based on security outcomes rather than a fixed number of staff, security companies can innovate and offer more productive solutions that integrate manpower, technology, and processes. It can create better working, working and service conditions for security guards. Service buyers can also add value to high-quality, low-cost services in the long run.

Results-oriented performance
The service provider’s performance is monitored to achieve the desired security outcome. You can use a performance management matrix that includes both Quantitative and qualitative statistics to evaluate supplier performance. Buyers should gather the best stats for their security needs.

Quality-oriented evaluation
The quality characteristics should be valued more than the price during OBC evaluation. Attention to quality benefits providers who give a clear and convincing explanation of how a proposal achieves the desired results.

Productivity framework
Continuous process improvement should be part of OBC. To better understand operations over time, service providers should be encouraged to propose modifications that achieve the same safety results with lower costs and more efficient use of resources. However, when implementing such a proposal, it is essential to understand that the service providers must maintain contractual responsibility and service levels.

Adaptive Pricing to Regular Contract reviews
CBOs need to be flexible to adapt to changing market conditions and government regulations. This allows buyers and service providers to share risks honestly and openly. However, when applying inflation-based cost adjustments, buyers should consider PWM wage requirements when prices are adjusted upwards.

Technologies to enhance capabilities
To ensure there is always effective security outcomes, it is vital to identify and implement technologies that enhances the productivity of the security officers. Customizing the tech solutions to tailor suit complex security threats are important. The first sequence of the holistic deployment of both manpower and technology integration is based on the risk assessments by identifying threats and vulnerabilities.

In recent years, we have challenged ourselves to stride towards researching and learning new trends emerging from technology innovators that encourage us to innovate towards better security outcomes. Some of the technologies that we have deployed over the years are live body worn cameras, advanced access control systems, virtual patrolling, video analytics, drone technologies and even autonomous robot solutions.

Some of the technologies under the stage 3 of the Industry Transformation Map (ITM) requires successful and thorough assessment before its implementation. One good example would be the deployment of Autonomous robot. If it’s an Indoor security robot, what are its capabilities to integrate with IoT infrastructure or if it’s an outdoor security robot, what is its full functionality, support, and leverage to ensure maximized usage of such technology.

A recent collaboration with OTSAW to deploy OR3 has provided us with a case study on digitalization.In result, the autonomous robot compliments manpower skillsets to deliver high quality security outcomes.

The Command Centre Controllers skill sets are enhanced by allowing them to become first responders to incidents and allow them to learn to identify threats with the use of video analytics on buildings and autonomous robot. By doing this, the Command Centre will be able to challenge or provide remote presence by communicating to any suspicious person via a two-way communication. The OR3 is also able to identify intrusion detection, suspicious person movement after a pre-set timing and unattended vehicle via its unpredictable route patrolling.

Human Capital effort to nature development
The most important aspect of outcome based contracting that we firmly believe is in human capital progression and retention. We have retrained our security officers and incentivized them to adopt technology so that their skills are on par with our vision of providing more outcome-based solutions.

The job skills of the static security officer are redesigned and enhanced into a roving officer to act as a mobile response team. Skill set of officers adopting technology such as autonomous robot and understanding their A.I capabilities, provides an edge over the others.By doing so officers would adapt to operate the security robot, and better understand the robot’s operation under the hybrid model. We are also able to achieve effective redesigning of job scopes. The effective deployment of OR3 allows security officers to be redeployed to other duties that ascertain more trained security officers in different areas and maximizing deployment coverage and flexible work arrangements.

There are numerous benefits for stakeholders in this security setup. Firstly, the bridge between human security officers and Artificial Intelligence (A.I) is improved greatly. These two combinations provide a focal point in complementing each other’s strengths and weaknesses. One such solution that we have deployed is the security robot that can provide tireless patrolling, sentry surveillance and other ad-hoc duties without the fear of lacking concentration.

Our security robotic solutions have benefitted human capital process and its incentives. Our professional team provided essential training sessions for internal stakeholders on technology implementations. There is also retraining for security officers that are to be detached from their sites and respective shifts into adopting technology and upgrading their current career progression. There are incentives and rewards for officers who detect intrusions and technology adoption at sites as a performance management. These are benefits to attract and encourage security officers who can grasp and operate new technology.

Cost Savings and Understanding technology Investments
There is always a benefit for both buyers and services providers in the OBC platform. Given that with the implementation of OBC, the reliance of manpower is reduced and savings for headcounts are one of the attractive benefits. The reliance of technology for the service provider in return provides a more effective ROI in terms of its digitalization capabilities. Service providers can in return shift their focus on upgrading skills and provide a better work life balance for all security officers who taken the initiative to acquire trades in technology development.