About the Client

The client is a security services (security guarding and mobile patrolling), monitoring, consulting and investigation group, headquartered in Stockholm, Sweden and has over 300,000 employees in 53 countries worldwide. They service a wide range of customers in a variety of industries and customer segments. Customers varies from the "Shop around the corner" to global multinational companies demanding Standards and High Expectations. Specialized services including due diligence, background checks, security assessments, brand protection, intellectual property protection, executive protection, investigations, cyber surveillance, computer forensics, social compliance and IT security are performed worldwide.

Challenge

Owing to the nature of the services provided, the client offers on-site services to their clients, where the client’s security staff are required to report on site of their end user customers. To ensure compliance in terms of service level delivered by their staff, the client’s HR-payroll application (iBOSS) requires the time and attendance calculations for the security guards on a 30 days payroll cycle. Initially the attendance sheet submitted to HR dept was at the end of each month which required a manual data entry into the iBOSS application which caused delays in releasing salary payments to the staff members and salary payments used to be delivered by 10th of next attended month. Further, due to manual entries chances of discrepancies and fraudulent entries created challenges in calculating attendance and releasing compensations. Further the client also had a requirement of a control room where guards could report in emergencies and incidents along with centralized management and reports analytics which is currently being planned to expand for operations in 20 countries initially.

Solution

To resolve this challenge, DVCOM offered Advance IVR solutions, integrated with the client’s iBOSS HR system. The primary data input method in the solution is via the security guard’s mobile phone device. The solution offers a user friendly guided IVR (Interactive Voice Response) in local language/s and is integrated with iBOSS database. Each country has its own instance of this database. Once the security guard reaches the site, they are required to dial a toll-free number to access the IVR. The IVR greets and asks for preferred language selection. Once this is done, the guard is required to enter the site code. A unique site code is assigned to each location where security services are being performed. The site code entered by guard will be validated by the iBOSS database. After site code validation, the guard enters their employee id which will also be similarly validated. The Guard can then mark their attendance by choosing appropriate book on/off settings and the attendance is marked in iBOSS with date and time with the guard’s personal details. The IVR is also capable of handling multiple attendance codes entered concurrently by the team lead or supervisor available on site. The supervisor can enter site code and upon validation, the supervisor can select group book on/off to enter multiple entries. The group book on/off attendance is entered by separating each guard id with a prechosen symbol [Eg. *].

Solution Platform

Virtualization platform:	CITRIX
Core OS:	CentOS 7.x
IVR designer platform:	Xcally Motion 2
VoIP Gateway:	Yeastar

Result

DVCOM’s solution resolved the bottleneck of delayed salary payments for their remote staff members as now the attendance is marked directly into the iBOSS HR system which no longer requires any manual entries or records. The solution has increased the overall efficiency of the client’s HR department and offers the operation team an environment for centralized monitoring and allows reporting for emergency control room and incident management. The project has been initially rolled out in Hong Kong and is being made ready for deployment in other countries where the client offers physical security services.