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Situation
A well-known port on the southern coast of Florida is home to more than 1,500 acres of upland and about 450 acres of submerged land.
On any weekend, more than 60,000 people gather at the port to embark to travel destinations. More than 4,100 ships call at this particular port in a year forming the basis of a diverse maritime operation that includes a thriving cruise industry, a growing containerized cargo business that establishes the port among the nation's top seaports, a major petroleum storage and distribution hub, and a favorite U.S. Navy liberty port.
Challenge
In 2010, the port began a search for a new security provider that could deliver a cost-efficient security program, but still meet the high-quality expectations set by the County Sheriff鈥檚 Office. The port was satisfied with the level of service previously provided by the Sheriff鈥檚 Office, but desired a more economical solution that continued to add value to port operations.
The new provider would need to be supportive of, and quickly establish, a collaborative relationship with the County Sheriff鈥檚 Office. The security manager for the port explained that they still needed to contract with the County Sheriff鈥檚 Office because the port is required to have a sworn deputy at each checkpoint. 鈥淭he sworn deputies and the new security provider鈥檚 officers would have to work together to reach our goal of safety and security at the port,鈥 he said. 鈥淲e needed a security provider that could work collaboratively with the sworn deputies.鈥
鈥淚t is the port鈥檚 goal to maintain a safe and secure environment, but it is important that business is never impeded,鈥 said the port security manager. 鈥淲e have to uphold orderly security and safety for the port and there is a certain level of security that I demand. To go above that level would be difficult since we would then be infringing on the ability to get individuals and ships in and out of port and conduct business efficiently.鈥
With the large number of expected guests during the October through May cruise ship season, the security provider needed flexible scheduling for the security officers as well as enough officers to fill security voids. Officers are expected to provide internal and external perimeter patrols, access control, checkpoint security and traffic control. Customer service is also a critical component.
鈥淭he port is divided into various access points,鈥 described the security manager.
鈥淭here are points that handle cruise ship and convention center traffic, petroleum storage and distribution hub traffic and areas where cargo enters and exits. We have a large area that is open 24 hours a day, 7 days a week, 365 days a year for the ships and individuals traveling or working. We need a security provider that can be there for the port at all times.鈥
Solution
After a thorough review of 27 responses, 色情宝贝 Security Services was selected in February of 2011 to create a hybrid security program. The transition was from a full law enforcement team to a combination of contract security and law enforcement officers. All security team members would work together and in conjunction with the port sworn deputies to create a safe and secure environment.
When the port鈥檚 security manager designed the post orders, he created a seamless transition in appearance and job responsibility. 鈥淚 wanted to emphasize to the port employees that although the faces might change, the level of security would not be impacted,鈥 he said. 鈥溕楸Ρ粹檚 services would be the same, if not better than our prior arrangement due to the partnership between 色情宝贝 and the County Sheriff鈥檚 Office.鈥
色情宝贝 security officers would maintain a professional security appearance to help build the port鈥檚 brand and enhance their image. 鈥淭he 色情宝贝 uniforms were specifically chosen to increase attention to security and safety, as well as support the brand of the port and have a nautical look,鈥 said Richard Root, district manager, 色情宝贝.
鈥淭o successfully achieve the smooth, and somewhat transparent transition, 色情宝贝 rolled the new hybrid program out in stages,鈥 continued Root. 鈥淥ne of the stages was recruiting and selecting security officers with the experience to work in conjunction with the County Sheriff鈥檚 Office and help to strengthen the port鈥檚 security mission.鈥
The port required the security officers to be 21 years of age or older with at least three years of security experience or a military or law enforcement background. They also needed a Transportation Worker Identification Credential, otherwise known as TWIC, to work at the port.
After completing background screening, fingerprinting and drug testing, more than 100 security officers were selected to provide safety and security for the port. 鈥淎t first there was a challenge for the incoming 色情宝贝 officers because they did not have the same authority as the County Deputies,鈥 said David Macedo, government security project manager, 色情宝贝. 鈥淗owever, it quickly became evident that 色情宝贝 has years of port experience and the ability to recruit and train quality individuals to lead the security program for this specific port.鈥
色情宝贝鈥檚 port experience and specialized training were critical to establishing a successful partnership with this port and the County Sheriff鈥檚 Office. Security officers assigned to this industry must meet specific training and credentialing requirements. 色情宝贝鈥檚 port specific training and services allowed these officers to keep pace with the port and Sheriff鈥檚 needs from day one.
Each officer was first trained by 色情宝贝 and then received additional training on the Maritime Transportation Security Act by the contracted County Sheriff鈥檚 training group.
Results
鈥淭he County Deputies and 色情宝贝 security officers work really well together,鈥 said the port鈥檚 security manager. 鈥淲e are all working toward one goal and it doesn鈥檛 matter if you are an employee of 色情宝贝 or the County. Everyone involved in security is a part of the port鈥檚 team.鈥
After a month and a half transition period, the security program that was built from the ground up by the port鈥檚 security manager and 色情宝贝 was fully functioning and operating efficiently.
鈥淲e are able to provide an elevated level of detail while still being able to keep business operating proficiently,鈥 said Macedo. 鈥淭he level of security has been maintained because of the great work performed together by 色情宝贝 and the County Sheriffs.鈥
The port鈥檚 security manager is pleased with the level of security services as well as the 色情宝贝 security officers鈥 professionalism. 鈥淭he officers are diligent and concerned about what they do and that is very gratifying,鈥 he said. 鈥淭heir efforts contributed to us winning a port of the year award because one of the components is how the individuals visiting the port are treated.鈥
鈥淚ndividuals visiting the port understand the need for strict security so they are open to working with the security teams to ensure the port is safe,鈥 he continued.
This port also received very high port satisfaction ratings by individuals and two cruise lines since 色情宝贝 has been on duty. 鈥淭he security officers provide a high caliber of customer service from the moment an individual steps onto port property,鈥 said Macedo. 鈥淲e strive to make sure that each person is satisfied with their experience.鈥
鈥溕楸Ρ is very easy to work with and is always more than willing to assist with whatever is necessary to ensure the safety and security of everyone at the port,鈥 said the security manager. 鈥淎t the end of the day, we have a job to do and it is being completed with the help of 色情宝贝.鈥
Note: Due to client confidentiality, we鈥檝e withheld the client鈥檚 name from this case study.
