Revamping a Security Force for efficiency and trust

&you offering: Digital transformation via a new market tool

The challenge

A Chicago-based security force observed challenges with their existing ways of working, tooling, dispatch processes and records management utilization. The system and service was out of date and they experienced reduced officer morale, fragmented and inefficient technology, ineffective administrative and communication processes and community distrust.

In order to stay relevant, the client needed to re-imagine towards a digital future while maintaining 0% margin for risk.

The approach

As the Service Design Lead, I led the security force through initial discovery and research to identify the officer and dispatcher journeys, their business offering and the holistic system for the next generation of security. We then identified requirements which we took out to the market for vender collaboration. Once identified, we co-created the future-state and proposition for full implementation.

1. Stakeholder Research: Interviews with officers, dispatchers, security staff, and contributing members revealed pain points in communication, tooling and workflows.
2. Personas & Journey Mapping: Visualized the varied experiences when interacting with the security force to identify gaps and opportunities.
3. Prototyping & Testing: Explored and tested new tools for digital reporting, dispatching, automated tasks, and integrated data systems with external venders.
4. Collaborative Design: Identified a vender & co-created solutions to specific local challenges through workshops, involving officers, IT staff, and managers.
5. Training & Rollout: (Handed over to Change Management which provided comprehensive training for new systems for full implementation.)

The outcome

The new service design, ways of working and tooling:

• Improved Emergency Response: Allowing for officers and dispatchers to respond to emergencies informed, on-time, maintain safety and have fluid communication to external parties.
• Increased Trust: The improved digital footprint increased the trust from officer to officer, enhancing transparency and safety of their operations.
• Ease and Increased Agility: Modern tooling and automation allowed for officers in-field to easily access dispatch communication, data bases, historical data, evidence and records.
• Response Times: Improved in-field response time and enabled seamless communication with external parties.
• Improved Office Efficiency: Reduced paperwork and eased documentation processes, allowed more focus on critical tasks.
• Improved Reporting: Seamless transfer of information allowed for precise reporting and quicker submission times.

Get in touch for more information yet this will remain confidential.