Revolutionising Incident Management
Traditionally, stores will take independent action to an incident. The extent of that action will be determined by a number of factors such as staff awareness of the
incident and the expected time of police response. Follow up procedures such as banning, submitting Civil Recovery and completion of paper based incident reports
are even more ad hoc, generally due to a lack of clarity within the store as to who is responsible for each step of the procedure.
As a rule, stores may indeed follow the company guidelines on dealing with incidents, although in practice it is likely to be sporadic and more importantly slow in delivering information to the central point. Information that is vital to a business committed to controlling its shrinkage.Tradition is nice, but we need to acknowledge and embrace the 21st century.
Incident Management
REALTIME includes a front line solution that can be deployed using pocket PC devices, typically a PDA, to record incidents on a wide range of pre-configured forms.
The forms and events can be linked to ensure that the correct data is recorded for each specific event or incident type. The forms are customized for each user and can
include drop downs, radio buttons, free text fields, dates etc.
They can also include signatures and multimedia content such as pictures and sound recording. It is this instantaneous recording of events and incidents that places Security and Regional Managers in the unique position of being able to respond pro-actively and appropriately, resulting in efficient and cost effective solutions being instigated.
Encouraging and improving partnerships
Incidents that are managed by front line staff are recorded using the PDA's or intranet and relevant forms. This data is then passed to the IMS database using a GPRS or internet
connection. The HQ staff can monitor and review incidents based upon type and status. Low status incidents (e.g.graffiti) can be recorded in the field and saved straight to the
database without further intervention.Other incidents can be flagged for immediate attention, such as an offender in breach of an ASBO. Staff can immediately update the
offenders list with this information.
The Partnership Network
The system is provided as a hosted solution and enables data sharing with partners across a defined network agreement. Each user business records incidents into a local
private network, including a list of offenders. The notice board and offenders list is maintained using PDA/Intranet data entry. Where incidents and data is to be shared
across a partnership network (e.g. a partnership against crime), the system allows seamless access.
