Company Overview
- This critical infrastructure broadcaster supplies complex operating systems and infrastructure in the UK and around the world through which data and content can move effectively, securely and sustainably at scale, through broadcasting transmission services, or smart networks for energy and water.
- The customer’s Head Office and other Offices are the flagship facilities for the UK’s leading communications and media services provider.
Contract Details
- Locations: 15 Sites Nationwide
Services We Deliver
- External and Internal Patrolling
- Mobile Patrol and Key Holding
- Reception and Post Room
- CCTV Monitoring
- Gatehouse Duties
- Access and Egress Control
- Static Guarding
- Bundled Facilities Management
- General Cleaning
- Housekeeping Services
- Decontamination Cleaning
- Front of House
- COVID-19 Specialism
(Note: To support its high standards of innovation and professionalism, TCFM delivers comprehensive FM services across their estate, including cleaning, security, waste management, catering, grounds maintenance, and specialist cleaning. )
Challenge and Resolution
- The customer required updated security processes to improve and streamline their security provision. We implemented the changes required and provided online and practical hands on training to all officers to ensure they knew how to effectively use the new processes and drive positive change.
- To boost team cohesion and boost our relationship with the customer we implemented a Security Manager role to oversee our security services Paul Curran was promoted into this role in 2021 and has driven colleague morale, team work, cohesion and a further on site senior point of contact.
- The customer sought a partner with industry expertise, and TCFM delivered with a specialised cleaning model and a comprehensive training program for all colleagues. We invested in management oversight and real-time auditing to ensure high standards and visible presence on-site. Regular site visits facilitate open communication, allowing the customer and our team to address concerns promptly and maintain service excellence.
- Untrained Colleagues: Provided a full and bespoke training programme for all colleagues.
- Lack of Management Audit Information: Implemented our Business Intelligence system.
- Disengaged Managment: Conducted regular site visits to maintain a visible management presence.
Goals & Highlights
- The customer required consistency across their estate, to ensure this happened we utilise the same security processes in every site.
- Best practices, learnings and changes are communicated to the leadership team each week and cascaded down to all colleagues.
- Our security colleagues receive in depth training to ensure results are driven by learnings gathered not only on this contract but TCFM security as a whole.
- TCFM created a bespoke, risk-based solution. We reduced the static officer hours from 1100 hours per week to 960 amounting to £180,000 savings. We underpinned this reduction with the implementation of a robust mobile patrol solution.
Innovation
- TrackTik reporting and patrol system: Implemented TrackTik reporting and patrol system. This provided fully digitised efficient real-time reports of incidents, decisions made and the location of security officers.
- Offsite 24/7 reception service: Instead of a dedicated on site receptionist, we moved this to an offsite 24/7 reception service so all queries and escalations can be passed over swiftly to the relevant department to quickly resolve.
- Remote Access Control: We implemented remote access control to provide greater efficiency and records of those entering and leaving the sites.
- Ecover Cleaning Products: Implementing an eco-friendly, plant-based cleaning solution across the customer’s estate ensures complete biodegradability, reduces environmental harm, and improves indoor air quality. This sustainable approach not only protects biodiversity and mitigates pollution but also delivers long-term cost savings through healthier, more productive workplaces.
- Workbooks CRM System: Implemented Workbooks CRM System. Used to record, notify and monitor workflow and any issues raised as part of our quality management system.
Customer Feedback
- “TCSS are always looking at how they can deliver security services to us in a more cost effective way, without exposing us to unacceptable levels of risk.” – Property and Facilities Manager