www.businesskarate.com what i learned about security metrics from the cfo asis denver october 21,...
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www.businesskarate.com © Eric Smith 2014 All Rights Reserved 1
What I Learned About Security Metrics From the CFO
ASIS DenverOctober 21, 2014
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Introduction
• Eric Smith, CPP– Law Enforcement– Security Management
– Author of “Workplace Security Essentials”
– Created businesskarate.com blog
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Objectives
• Perfect Metrics• Ideas
– Plant the seed
NOT
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What are metrics?
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Everyday Metrics
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Getting Started
• What the CFO wants, the CFO gets…• Shared “Customers for Life”
– Focus of chapter was measuring employee performance
• Quantity• Quality• Cost• Timeliness
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Selecting Metrics
• Use the EASY rule
E Examples that reflect your program
A Actionable items where you can impact or affect the outcome
S Simple; able to collect in a timely manner
Y Why? Is the metric selected important?
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Areas to Measure
Service Area Background
Activity Crime trends that pose a concern or need to be tracked; what events take security’s time and efforts?
Efficiency Budget, of course. What else effects efficiency?
Quality What makes the security department stand out? What does security offer to add value or improve quality of services?
Customer Satisfaction What makes employees feel safe at work?
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Everyday Metrics
Activity / Quantity
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Activity / Quantity
Measure Definitions
# of Assaults # of all assaults (simple and aggravated) in a month; assaults defined per Colorado Revised Statutes - recklessly or knowingly causes injury to another
# of Disturbances
Based on CRS definition for disorderly conduct - offensive display or breach of the peace; may include elements of CRS harassment (profane language, pushing etc)
# of dispatch calls # of calls received from security dispatch center to ESJH security staff# of patient assists
# of times security is requested to observe at-risk patients; includes assists performed by BST
Exterior patrols Average number of patrols during the shift or day for the entire month; based on patrol logs in parking garages
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Everyday Metrics
Efficiency
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Efficiency
Measure Definitions
Budget Compliance % over monthly budget - Budget / Actual as %
Turnover # of officers who have resigned or transferred from ESJH (Does not include terminations or involuntary separations or transfers)
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Quality
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Quality
Measure Definitions
IAHSS Certifications Total number of staff members who have at least one IAHSS certification certificate
Security Education Any security education and awareness training program; includes guest speakers, brown bag sessions and dept specific 'huddles'
# of shifts filled by flex
Contract hours filled by non-qualified flex officer (have not completed 3-day OJT comp tasks)
# of shifts over 12 hours # of times an officer worked longer than 12 consecutive hours
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Everyday Metrics
Customer Satisfaction
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Customer Satisfaction
Measure Definitions
Annual Survey Answer to survey question on "do you feel safe at work" and the % of respondents who selected "very safe"
Escorts Documented # of times security was contacted to escort patients, visitors or staff within locations around the campus (doesn't include morgue escorts)
Response Time Measure of time from when ESJH security receives a call (usually from dispatch) to the time the first officer arrives at the location
Secret Shopper Score
Total score from the mystery or secret shopper surveys (surveys are to be re-designed for 2011)
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Anything Missing?
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Baselines & Goals
• Where were you?• Where are you going?• Establish goals or
targets based on the metrics
• Baselines versus benchmarking
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Final VersionMeasure 2011 Baseline ↕∆ Goal Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec YTD Avg
Quality
IAHSS Certifications Per Qtr 1 1 0 0 0 0.3
Security Education 1 ≥ 1 0 1 1 2 0 0 0 2 0 0 0 2 0.7
# of shifts filled by flex 37 < 33 79 65 23 19 47 52 52 52 27 18 17 27 39.8
# of shifts over 12 hours 11 < 12 1 17 7 8 14 3 8 7 3 4 2 5 6.6
Customer Satisfaction
Annual SurveyDo you feel safe at work? ≥ 46% 35% 35%
Escorts 286 ≥ 250 260 251 238 89 243 222 158 94 105 97 91 91 161.6
Response Time 2:30 ≤ 2:38 2:17 2:16 1:55 2:59 3:04 2:25 1:54 2:12 2:05 2:04 2:11 1:49 2:16
Secret Shopper Score 90% ≥ 90% 100% 64% 94% 88% 100% 63% 86% 86% 82% 88%na 94% 86%
Efficiency Budget Compliance 100% ≥ 100% 87% 88% 120% 119% 122% 148% 48% 221% 124% 79% 125% 222% 125%
Turnover - Voluntary 1 ≤ 1 1 0 0 2 2 1 2 1 0 1 1 1 1.0
Activity
# of Assaults 2.2 ≤ 2 2 0 2 2 3 1 0 1 2 2 1 0 1.3
# of Disturbances 10 ≤ 10 9 2 6 18 10 16 11 6 15 14 17 38 13.5
# of dispatch calls 1460 ∆ ± 20% 1460 1459 1440 1415 1453 1449 1308 1460 1493 1378 1385 1324 1363 1410.6
# of patient assists 125 ≤ 125 124 147 131 109 167 139 163 135 119 138 154 136 138.5
Exterior patrols 24 ≥ 17 13 13 24 11 23 19 24 17 24 16 24 25 19.4
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PITFALLS!
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Beware False Metrics
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Wrong Audience
• Remember the perspective of your audience
• CFO top concerns versus the safety committee
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Audience2009
Category 4th 2009 1st 2010 2nd 3rd 4th 1st 2011 2nd 3rd 4th 1st 2012 2nd 3rd 4th 2012 1st 2013 2nd 3rd 4th 2013FTEs 36 36 37 34 38 38.3 38.5 35.9 35.9 35.9 32.975 30.89 30.89 31.94 35.15679Assaults 5 8 5 5 7 6 6 5 4 4 6 3 3 8 5.357143Threats 5 6 1 3 9 1 7 1 3 5 2 7 6 7 4.5Robberies 0 0 0 0 0 0 1 0 0 1 0 1 0 0 0.214286Thefts w/ burglaries 6 6 10 26 6 6 11 11 10 7 5 6 10 13 9.5Vandalism 8 5 8 2 3 2 2 4 6 3 10 11 14 11 6.357143Disturbances (total) 39 44 26 27 22 50 24 19 31 17 44 32 44 56 33.92857Vehicle Tresp 1 0 1 0 7 6 1 1 1 3 3 4 2 1 2.214286Vehicle Theft 1 0 4 0 2 0 0 0 0 1 0 1 0 0 0.642857ER - Disturbances 16 10 10 6 19 16 6 27 12 31 23 33 66 21.15385
2010 2011 2012 2013
0
20
40
60
80
100
120
1st 2010
2nd 3rd 4th 1st 2011
2nd 3rd 4th 1st 2012
2nd 3rd 4th 2012
1st 2013
2nd 3rd 4th 2013
Vehicle Theft
Vehicle Tresp
Disturbances (total)
Vandalism
Thefts w/ burglaries
Robberies
Threats
Assaults
0
5
10
15
20
25
30
35
40
45
1st 2010 2nd 3rd 4th 1st 2011 2nd 3rd 4th 1st 2012 2nd 3rd 4th 2012 1st 2013 2nd 3rd 4th 2013
FTEs
FTEs
0
10
20
30
40
50
60
70
1st 2010 2nd 3rd 4th 1st 2011 2nd 3rd 4th 1st 2012 2nd 3rd 4th 2012 1st 2013 2nd 3rd 4th 2013
ER - Disturbances
ER - Disturbances
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Failure to Act
• Be pro-active• Set goals• Plan and make changes
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PRESENTING METRICS
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How to Tell Your Story
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0%
1%
1%
2%
2%
3%
3%
4%
JUNE JULY AUGUST
OT %0 1 2 3
JUNE
JULY
AUGUST
Voluntary Turnover90% 95% 100% 105%
JUNE
JULY
AUGUST
Budget Compliance
0
5
10
15
20
25
30
JUNE JULY AUGUST
Staffing Trends
Flex shifts
Shifts over 12 hrs
0
10
20
30
40
50
JUNE JULY AUGUST
Crime Trends
Total Property Crime
Total Personal Crimes
JUNE JULY AUGUST0
20406080
100120140160180200
Incidents & Pt Assists
Patient Assists
Incident total
70%
75%
80%
85%
90%
95%
100%
1 2 3
Secret Shopper
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Wrap-up
• Look at key categories• Think of best ideas for your
organization• Set goals• Tell your story
QualityCustomer SatisfactionEffi ciencyActivity
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Contact Info
Eric Smith, CPPBusiness Karate, LLCeric@businesskarate.comwww.businesskarate.com
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