Nikolaos Kolaitis*

Inevitably, we must now talk about a well-structured, well-staffed, trained and well-prepared private security sector, ready to deal with complex risks.

In the private security sector, cooperation with the public sector, for example, is key to overcoming numerous risks. Equally important are the tools that the sector now needs to have. Tools that often arise from the general requirements such as, inter alia, the legal framework, the competitive framework and the requirements of the security project. The necessary mechanisms and procedures for the protection of personal data and the protection of information systems are some tools that must work hand in hand with the ‘traditional’ services of the sector.

As a sector, there is a need to cope and adapt better to the threats and challenges of the times. Threats and dangerous situations with “fluctuations” from petty thefts, armed robberies, terrorist attacks and more recently the pandemic; conditions in which facilities should continue to be secured and patrols to be carried out.

According to a report by Europol, due to Covid-19 the cyber attacks with the characteristic ‘phishing’ attacks via e-mail (analysis will be done in a future article on ‘Social Engineering’) are expected to increase significantly. A security service desk has all kinds of confidential documents and / or personal data on its computers, as well as people who use computers and e-mail. However, in the absence of both computer protection procedures (hardware & software) and information and training of personnel in matters of data protection, the threat inevitably maximizes and makes the company prone to possible attack. In such a case, the results can be catastrophical (loss of confidential information, interception of personal data, destruction of the information system).

All of the above, and – obviously – so many more, are summarized in one word as “standards” of quality. “Standards” are defined as actions that must now be focused not only on ‘simple’ performance, but also on quality performance of security services.

Our foundation must be to create a safe environment completely protected from the threats and challenges of the times by adding a more holistic approach, thus creating, along with a sense of security, an unhindered “experience” through security services.

Therefore, in a profession where no discounts should be made on rules, legislation and policies, the way we communicate these rules to the customer is taken very seriously, in addition to the strict adherence of such rules. Within these “standards” is the management of the customer and consequently, always within the framework of our professional duties, customer service.

The important thing with the application of quality “standards” is that they are measured, there are performance indicators (Key Performance Indicators) with which there is the full display to find the issue (Find) and correct (Corrective Energy): Continuous improvement. Ways in which we can secure Quality in our service include the training and information of the staff, but also the implementation of internal quality control focused, as mentioned above, in the holistic approach to the provision of services.

An opinion quoted by Gucci was that “the customer remembers the quality a long time later, having forgotten the price”. Quality plays a key role! Internal and external inspections, the establishment of quality policies and procedures are some of the tools used by the internal quality control department to keep the safety bar high. We owe it to the sector to lock in and instill in our mentality that there must be SECURITY IN QUALITY AND QUALITY IN SECURITY.

*BA,MA,DipSec,CCO,DPO

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