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What I Learned About Security Metrics From the CFO

ASIS DenverOctober 21, 2014


Introduction

• Eric Smith, CPP– Law Enforcement– Security Management

– Author of “Workplace Security Essentials”

– Created businesskarate.com blog

http://www.businesskarate.com/


Objectives

• Perfect Metrics• Ideas

– Plant the seed

NOT

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What are metrics?


Everyday Metrics


Getting Started

• What the CFO wants, the CFO gets…• Shared “Customers for Life”

– Focus of chapter was measuring employee performance

• Quantity• Quality• Cost• Timeliness


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?


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?


Everyday Metrics

Activity / Quantity


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


Everyday Metrics

Efficiency


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)


Quality


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


Everyday Metrics

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)


Anything Missing?


Baselines & Goals

• Where were you?• Where are you going?• Establish goals or

targets based on the metrics

• Baselines versus benchmarking


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


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


PITFALLS!


Beware False Metrics


Wrong Audience

• Remember the perspective of your audience

• CFO top concerns versus the safety committee


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


Failure to Act

• Be pro-active• Set goals• Plan and make changes


PRESENTING METRICS


How to Tell Your Story


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


Wrap-up

• Look at key categories• Think of best ideas for your

organization• Set goals• Tell your story

QualityCustomer SatisfactionEffi ciencyActivity


Contact Info

Eric Smith, CPPBusiness Karate, [email protected]

mailto:[email protected]

http://www.businesskarate.com/

www.businesskarate.com what i learned about security metrics from the cfo asis denver october 21,...

Documents

efficiency eric smith

seed eric smith

introduction eric smith

everyday metrics eric

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