1. INCIDENT MANAGEMENT TECHNOLOGY
CHALLENGES
SINGAPRORE, AUGUST 2014 Denis O’Sullivan, CPP

2. AGENDA GENERAL REQUIREMENTS SELLING YOUR VISION INTRODUCTION Q & A1 2 3 4 5 6
Q & A
TECHNOLOGY ADVANCES
MUST HAVE FUNCTIONALITY

3. WHAT DOES
INCIDENT MANAGEMENT MEAN TO YOU?

4. DEFINITION:
Incident: An adverse non-operational event or happening that disrupts or otherwise negatively impacts an organization or business, and includes; Any activity or service provided to employees or departments.

5. INCIDENT LIFE CYCLE

6. TECHNOLOGY ADVANCES
Integration
Convergence
Mobility
Workflow

7. INTEGRATION (PSIM) - Dispatching Incident & Activity Management
CCTV
- Dispatching
Incident & Activity Management
Investigation/Case Management
Reporting
Analysis
Workflow
ALARMS
VISITOR CONTROL
ACCESS CONTROL
DOCUMENT MANAGEMENT
FACILITY MANAGEMENT
One key gap in PSIM is that all major PSIM systems do not have computer-aided dispatching and most systems on the operating side of Corporate security do not have the ability to track, analyse and collate data in a central repository.

8. CONVERGENCE - ENTERPRISE WIDE DEPLOYMENTHR IT
- Dispatching
Incident & Activity Management
Investigation/Case Management
Reporting
Analysis
SAFETY
SECURITY
RISK MANAGEMENT
LEGAL
COMPLIANCE
& AUDIT
BRAND
PROTECTION
Add Brand Protection and Ethics & Compliance
Risk Concerns:
Loss prevention – who is stealing what how when?
Health and safety – failing to learn / predict
Security breaches – physical, personnel, IT
Personnel matters – inappropriate behaviour, constructive dismissal, criminal behaviour outside, substance abuse
Legal – cost of lawyers, billable hours
Lawsuits
Brand protection - Intellectual property /copyright
Near misses and suspicious activity
Dealing with threats – who did what.

9. MOBILITY – ACCESS FROM ANYWHERE
Every organization has plans for responding to incidents. Most often these are in the form of Post Orders or Standing Operating Procedures. But for the more serious things that can happen such as a major natural disasters, there must be detailed plans.
The plans are what guide staff in how to respond and report on specific incidents.

10. WORKFLOW: (AUTOMATED PROCESS CONTROL)
Automate repetitive tasks
Schedule assignments
Timely notifications
Manage processes

11. OTHER TECHNOLOGY CONSIDERATIONS
Comprehensive search capability
Audit Trail
Use of data for evidentiary purposes
Privacy regulations and legislation
Off the shelf versus In-house

12. GENERAL REQUIREMENTS Dispatching Activity Tracking Incident Reporting
Investigation Management
Analysis

13. DISPATCHING
RESPOND Know who’s available, nearby, and can take the call.
DOCUMENT Capture the complete chain of events.
MANAGE Improve response times.
ESCALATE Escalate to an incident for follow-up and investigation.

14. ACTIVITY TRACKING
DOCUMENT Know who did what, including when, and where.
MANAGE RESOURCES Understand how your resources are being used.
SERVICE REQUESTS Record delivery of services.
AUTOMATE Pull data from other systems.
ESCALATE To incident and investigation.

15. INCIDENT MANAGEMENT DOCUMENT Who, what, when, where, how and how much.
CONSISTENCY, ACCURACY & RELIABILITY Standardise your incident reporting process.
IMPACT ASSESSMENT Cost of loss or damage to brand.
KNOWLEGE BASED DECISION- MAKING Spot trends. Assess countermeasures. Demonstrate ROI.

16. INVESTIGATION MANAGEMENT
MANAGE INVESTIGATIONS Assign investigators.
STANDARDISE PROCESSES Monitor workloads, assignments, chain of custody, etc.
VISUAL ANALYSIS Map relationships between data.
BUILD CASES Consolidate related incidents and investigations.

17. ANALYSES

18. CUSTOMISATION Multiple levels of incident description
Ability to rename and reposition field labels
Ability to add fields
Ability to hide fields and even whole forms
Multi-language capability
Maximum customisability without need to touch
source code

19. TECHNOLOGY CONSIDERATIONS
Custom vs off the shelf
SaaS vs on premise
System security
Latest technology
Compatibility with other technologies
Implementation project management
Reputation and financial stability of vendor
Privacy regulations and legislation
Point 1: Depending on your organization, you may or may not be able to host the application outside your servers.
Point 2: Data segregation and application security in layperson’s terms means what an person can see and do – both the functional and data access in the system.

20. KEY BENEFITS Standardise processes Consolidate data
Reduce the risk of litigation
Deliver immediate answers
Spot trends
Make informed decisions
Optimize performance
Illustrate ROI

21. DON’T FORGET PROFESSIONAL SERVICES
SET-UP & TRAINING
CONSULTING SERVICES
TRAINING
OPTIONS
CUSTOM PROJECTS
SOFTWARE
SUPPORT

22. SELLING YOUR VISION Become business savvy
Establish cooperative, non-threatening relationships with the department heads that are open to sharing your vision
Sell the CEO on why a Best in Class Incident Management System is a profit center
Own the technology and know how
Defining ROI and how Security can be a profit center:
Computer systems are “labour saving” tools
Labour costs money
How much do you and your staff cost per minute
How much money is being wasted – where are the delays
Storage – cost of paper – access cost
Storage security
QUANTIFY

23. CS - MICROSOFT More efficient incident management Empowering employees
Respond better to people who threaten employees
Overall Incident Reduction as direct result of trending analysis
Ability to deliver quantifiable cost savings

24. CS – CAMBERRY CASINO
Allowing controlled access to departments outside security
Consistency in data recording
Photographic record of injuries resulting in reduced workers compensation claims
Storing of signed statements
Discovering patterns and trends

25. CS – DELTA AIRLINES Multiple departments using same solution
Data retrieval
Direct access to data by senior management
Mapping relationships in complicated investigations
Identifying patterns and trends

26. My contact details