Employee Presentation #2 Visitor Management The purpose of this presentation is to share information with employees. Speaking notes have been inserted in the “Notes” section of each slide. This information is specific to visitor management and includes the impact on both City Hall and Non-City Hall employees.

What is Visitor Management? Pre-determined method of managing visitors that includes: What is Visitor Management? A Pre-determined and consistent method to greet and process customers requiring access into designated environments which include: office buildings such as City Hall, Parks and Admin Building, Building A, C etc. Visitor Management includes: Greeting visitors Guiding them through an appropriate visitor management process as determined by us, the business area Providing visitors access into designated environments which includes signing them, providing them with a visitor ID card and allowing entry through the turnstiles

Why do we need it? Purpose Authorization Balance of security and service 2 . Why do we need it? It ensures everyone in an access-controlled environment has: a purpose is authorized to be in a designated environment (i.e. an office environment or facility with access control) and it provides an appropriate balance of security and service …how??? Think of a football game….a little bit of security (i.e. the refs) are required to ensure the service (the game) succeeds…

Who is responsible for Visitor Management? Access control staff Commissionaires Service Regina Ambassadors Business Area Insert Face here! 3. Who is responsible for visitor management? The access control staff is made up of: Commissionaires who will be shifting focus to security responsibilities including monitoring video, patrols, alarm response and controlling access. Service Regina Ambassadors who are the customer service experts b) And us – the business area, the subject matter, specialized service experts!

Interesting Fact… Did you know that the Commissionaires… RCMP, police or military backgrounds? Specialized training in conflict resolution Interesting Factoid! DID YOU KNOW….that the majority of the Commissionaires who work at City Hall have RCMP, police, and military backgrounds? DID YOU KNOW…. They also have specialized training in facility security and conflict resolution. They are typically the first to respond to concerns in City Hall and their presence has often de-escalated interactions before concerns can evolve. In the past, Commissionaire’s provided visitor guidance. While this is still a component, the Commissionaires will focus on security-related matters while the Service Regina Ambassadors will become the primary providers as they are the customer service experts.

What is the role of access control? Monitoring security systems First point of contact Ambassadors Commissionaires Customer Service Physical security Visitor management process Provide information and Guidance Monitoring of main floor escalated discussions Pick-ups and deliveries Individual Access ANIMATED SLIDE: 4. What is the role of the access control staff? They have individual duties but also work together CLICK MOUSE The Ambassadors roles include: (CLICK MOUSE)- Being the first point of contact to all entering the building (CLICK MOUSE)- They are the customer service experts and will greet visitors (CLICK MOUSE)- They provide general information (CLICK MOUSE)- They will also be a central hub for courier drop-offs and deliveries under 50lbs The Commissionaire will shift duties and will focus more on security including: (CLICK MOUSE)- Monitor the security system, entrance points (CLICK MOUSE)- Monitor main floor escalated discussions (CLICK MOUSE)- Increased Security presence (CLICK MOUSE)- Provide individual access to employees in the event that an ID card is forgotten or misplaced How do we all work together? (CLICK MOUSE)- Ambassadors and commissionaires work collaboratively together to facilitate the Visitor Management Process. (CLICK MOUSE)- Each business area is also involved in this collaboration so we can succeed in delivering our specialized service Business Area Provide specialized service

What role does my business area play? 5. What role does my business are play? Specifically two roles: 1. prior to implementation: Review when it is typically appropriate to announce, escort, simply sign in and provide access, utilize customer service touchdown space, or refuse visitors Determine what method of visitor management is appropriate for our customers during discussion with members of Corporate facilities security and Service Regina Determine who the contact person will be for our visitors…(do we have one central point of contact? each individual employee? Floor representative? Department representative?) 2. once we have gone live Utilize the process Identify any necessary modifications to the process Participate in Visitor Management follow-up discussions and communicate necessary modifications

Where and when will it be implemented? All facilities City Hall – February 2014 Other City Facilities – TBD 6. Where will it be implemented? ALL Facilities at some point….This is the first time this is being introduced to the organization formally so we are doing it one building at a time City Hall will be the first facility to implement a formal Visitor Management system beginning in February 2014 Only at City Hall beginning in February 2014 once all other security elements are completed including: All City Hall and non-City Hall employees who frequent City Hall have ID cards The turnstiles are activated The new employee back entrance is complete All business areas have identified the appropriate visitor management system for their area Single-controlled point of entry only exists at City Hall at this time (i.e. turnstiles and entrance into the elevator core) After the rollout is complete at City Hall, we will have an opportunity to iron out any glitches and deficiencies. Then once there is more funding available, a modified version of Visitor Management could be utilized at other City Facilities.

Who will be impacted in this rollout? City Hall employees Non-City Hall employees ID cards Without an ID card Visitors to City Hall 7. Who will it impact and how? City Hall employees will be required to: utilize the visitor management process that is established by their managers with the access control staff Inform established customers of changes coming (Communications will provide support in creating information for us to distribute to our customers) Non-City Hall employees with an ID card Visitor management will not impact these employees when they come to City Hall because their ID card will allow them access through the turnstiles However, they will need to be aware of the process changes (because they may host external meetings at City Hall) Non-City Hall employees without an ID card Once we go live in Q1, there will be employees who do not have an ID card (field employees) They will not have access through the turnstiles and the entry points at City Hall These employees will need to follow a visitor management process just like visitors until they get their ID card, meaning they will need to sign-in at the Ambassador station, get a visitor pass, follow the appropriate visitor management process as determined by the business area they are visiting Visitors to City Hall who would normally enter the tower will be required to: Sign-in at the Ambassador station Be directed through the visitor management process as established by the business are they are visiting Visibly display an ID card that identifies them as a visitor with access to a particular floor Leave their visitor card with the Ambassadors upon completion of their business

What are the benefits? Employee Benefits Secure interactions Opportunity to be better prepared Less interruptions Customer/Visitor Benefits Formal greeting Improved direction Employees are prepared 8 . What are the benefits we can experience? As employees: It provides us with a secure method of interacting with our customers and visitors It provides us an opportunity to identify if an alternative method of interacting with customers is appropriate (i.e. contentious or escalated issues be handled on the main floor) Visitors: It provides an opportunity to ensure all our visitors are directed appropriately lessening the chance of ‘lost’ visitors Greeting the customers and allowing for a touch point on the main floor allows for us to be prepared to interact with them which will result in less interruptions/intrusions into our work spaces

What do I need to know if I work at City Hall? Know business area process to: Inform Prepare Adopt 9. I work at City Hall. What do I need to know? Prior to implementation: Know the process for your business area and who the contact person is so you can: Inform established customers of the changes Prepare for the visitor management implementation and Adopt the process as business as usual

What do I need to know if I do not work at City Hall? Know the base model process Complete business usual Inform external vendors 10. I do not work at City Hall. What do I need to know? Although the impacts will be less on employees that do not work at City Hall at this time, it is still important that ALL employees are aware of the changes The visitor management process that is introduced at City Hall will be expanded to all City Facilities as funding and resources become available Know the base model process because it is part of a security culture and there will be times you need to go to City Hall which will require you to be able to: Carry on with your normal business at City Hall Inform external vendors of the changes in the event that external employees are hosting a meeting at City Hall

What do my customers need to know? Service is not changing Check-in at security Visibly display an ID card 11. What do my customers need to know? Customers will need to know that Service is not changing, just the process for entering the tower to complete their business is changing Check-in process is required which may slightly increase the length of time to their visit Visibly displaying visitor cards when in the tower is required

How will my customers get this information? You provide it to them Communications assistance Ambassador and Commissionaire support 12. How will my customers get this information? We maintain a relationship with our customers, so it is fitting that we keep them informed…It is best to be knowledgeable as much as possible in the event that your customers have questions Communications will provide support in creating documentation that can be made available on our floors including signage for administrative areas and take aways Ambassadors and commissionaires will help guide customers thru the new process

What are the next steps? Participate in visitor management discussion Complete the visitor management checklist Review visitor management resources This information and more can be found on the Corporate Facilities Security InSite page or by contacting facilitiessecurity@regina.ca 13. What are the next steps? Managers will participate (or are already participating) in visitor management conversations in January Discussions will capture if there are specific communication needs that require additional support A checklist will be made available to ensure we are prepared to go live once all of the security elements are complete Review visitor management information found on the webpage All if this information can be found on the INSITE page.

Questions?