Finally, you spend some time budgeting. ALS errors are not always preventable, but it is lack of resources and budgeting that can lead to safety deficiencies and poor performance. You may want to add a section on your ROI for security investments, even if adding this metric is not necessary. During the securing of the Gautrain, the SLAs and the KPIs became the basis of effective security operations and profitability. When Nico Snyman was tasked with developing and securing the Gautrain, a huge task that covered the safety of people and assets throughout the operation, he faced not only an operational and logistical challenge, but also a financial challenge. SLAs have the advantage of easily determining what your business will make available to its customers and what they will not make available to its customers, whether it is video surveillance or a monitoring monitoring device from the watch for their security screening needs. It can also help you centralize business processes for greater efficiency and is useful as a preventive measure, as it contains clearly defined procedures. Therefore, setting up alS between you and your clients requires flexibility to respond to changes in the business environment and follow certain best practices. There are a few to consider: Service Level Agreements (SLAs) aim to ensure that companies are satisfied with the security in which they invest. From setting expectations for cost, quantity and responsiveness, ALS provides common ground for both supplier and customer. Finally, ALS should provide information on how the company monitors and reports metrics so that you can ensure that agreements are followed. In the treaty, agreement on what is acceptable data and what is not acceptable.
If the prescribed measures are not followed, there must be a recovery plan. Snyman explained that the security transaction also had an important financial aspect, since the concession contract signed between all the parties involved in the Gautrain provided that non-compliance with its objectives would involve a fine or deduction of benefits. The operating penalty for non-performance of The Gautrain`s KPIs – throughout the operation, including safety – was set at a maximum of 11% of the total monthly operating tax, while the security fine was up to 20% of that amount. This was deducted from the two primary KPS: the physical safety of passengers (15% penalty) and the safety of passenger property (5% penalty). Snyman provides the example of guards who constantly monitor cars parked in car parks and find out which cars were there, when and if they had their spare wheels. This strange SOP was born because some 4×4 drivers returned to the gautrain centre in the early years and claimed that their expensive spare tires had been stolen while they were parked in a Gautrain car park. As the guards followed the SOP to see the cars in the garages during their patrols, combined with the in/out camera recordings, these individuals were put in place because management could easily prove that their belongings were not affected. There were also 22 points regarding the behaviour of the guards that everyone had to respect. It covered all aspects of their work, from the way we talk on the radio, to the conditional access procedures. If the guards do not meet the required standards, the custodly company has been penalized and could lose part of its monthly costs. As far as he is concerned, SLAs are in fact contracts between service providers and their customers. This contractual agreement helps you formally define the expectations of the service you offer to your customers, including the quality, nature and volume of the service.