One of G4S’s customer’s in Asia is a major player in the pharmaceutical, vaccines, and consumer healthcare industries. Offering services across three different but related industries is a challenge in itself when it comes to procedural consistency across the board. The customer had also gone through some structural changes, including a merger with another well-known company for the consumer healthcare side. Further, the pharmaceutical and vaccine segments of the business were merged into a single biopharma company.

Mergers and demergers are difficult to navigate in many ways, and the company’s security contract started to show a few inconsistencies. Further adding to the challenge is the customer’s worldwide scope, which means G4S would be involved in the company’s security in locations around the globe.

G4S was already the trusted partner for the customer, but it would need to adapt in order to solve the new challenges faced by the shifting within the business. This was going to be a major undertaking, as the services provided would need to undergo a significant transformation to match that of the customer’s business.

THE GOALS

The primary goal was for G4S to make the necessary changes to support both the biopharma and consumer healthcare businesses in Asia with a high level of consistency.

G4S would need to keep costs down as much as possible, but without affecting the safety of the customer’s people or the security of its assets. This would require thoughtful planning to ensure security solutions could be optimised to provide a good balance between sufficient security and affordable cost. With this occurring in the midst of a global pandemic, the challenge of accomplishing these goals was heightened and the importance of protecting the safety of the people was even further amplified.

THE SOLUTION

The solutions G4S implemented were predominantly guarding services and some efficiency-improving systems. The specific components of the G4S solution were as follows:

• Building a regional cross-border monitoring and response solution to support the worldwide scope of the customer.
• G4S developed a global solution for guard force management by implementing G4S login and integrating a connected officer programme. This would align site activity and incident reporting, which simplified the data analysis and reporting procedures.
• IAuditor was integrated into the governance review process. This allowed for real-time management of site-level matters and global-level action tracking. With the IAuditor integration, live reports would be issued to stakeholders and action was tracked through the dashboard.

With these solutions in place, G4S was confident it would be able to unify security procedures across both the biopharma and consumer healthcare segments of the business and provide a consistent level of service at a manageable cost.

THE RESULTS

G4S’s new approach, which focused on service delivery, resulted in increased visibility over the Asia regional account. This extended to countries where G4S outsourced services to strategic partners.

The new efficiency programme and contract compliance audits were successfully rolled out to the Asia locations in the second half of 2021 with positive results. G4S’s customer satisfaction survey scores as provided by the customer have increased steadily in its Asia locations as it has shifted to its new service approach, going from a 6.4 (out of 10) rating in 2018 to an 8.6 rating in 2021.

G4S’s push to improve cost efficiency has been highly successful, with a $70k reduction in annual cost. This represents a 3.5% decrease in the regional annual contract. G4S’s training and personal development programmes have also proven to be successful, resulting in improved retention rates with a staff turnover rate of just 5% from April 2021 to March 2022. This is far lower than the average turnover rate within the security industry.