Need a Security Workforce Management Platform? A guide to understanding the true costs of in-house software development vs. an outsourced platform Need a Security Workforce Management Platform? 1
If you are a large security firm looking to elevate service quality and operational efficiency, what do you do? Automation is, for you, a given. With your resources, you may believe the obvious solution is to build your own custom-made workforce management software. Before you go down that road, take a moment to consider the magnitude and long term implications of the decision Need a Security Workforce Management Platform? 2
YOU AND YOUR SENIOR LEADERSHIP FACE A DILEMMA. Some time ago, you adapted to the evolving landscape of the security industry by automating your security services business. Technology minimized the heavy lifting and human error of critical repeated processes. Your operation profited nicely. But now you want to take automation to the next level to better service your clients. You want to harness data to be even more efficient, make better decisions, and thus generate even better returns. To reach this goal, you have to choose between developing in-house your own security workforce management software or licensing an outsourced solution specifically built for the security industry. That is your dilemma. To help you make a decision, the following guide will: 1. Provide food for thought regarding software development 2. Share hard-won lessons learned from two companies that took one direction and then switched 3. Offer helpful criteria for evaluating an outsourced platform 4. Share some facts regarding the leading security workforce management software Need a Security Workforce Management Platform? 3
POINTS TO CONSIDER IN SOFTWARE DEVELOPMENT THE PROS OF IN-HOUSE DEVELOPMENT Organizations that opt to build their own system in-house seek these four main features: CUSTOMIZED PLATFORM Developed specifically for their organization, this platform reflects their insight into the industry and all their specific requirements for doing business. OWNERSHIP Once completed, the system is a unique asset and the organization reaps the rewards of total ownership. DIFFERENTIATION Having a custom system differentiates the company from the competition CONTROL Organizations strive to control not only the end result but the development process, timelines, quality, and user experience. Need a Security Workforce Management Platform? 4
TWO STAGES OF SOFTWARE DEVELOPMENT Any organization seeking to develop software efficiently has to guide the project through specific stages listed in the following pages. Based on our experience and numerous discussions with security providers, the table lists some of the considerations and questions to keep in mind at each stage. Need a Security Workforce Management Platform? 5
PLANNING AND BUDGETING THE PERFECT SYSTEM Consider the cost and staffing needed to set up and maintain the perfect, just-foryou system. Consider what impact would over-customization have? The offset of owning the asset is the burden of maintaining and ensuring it evolves with your needs, time, and technology innovations. INDUSTRY KNOWLEDGE While industry knowledge would be readily available in-house, finding software people well-versed in the security industry will not be easy. New hires will have to be seconded by your people. Can they afford that distraction? PROJECT MANAGEMENT People will have to be assigned to manage the project. The number will vary depending on the project phase. PROOF OF CONCEPT Will it work? Assess the uncertainty and risk of such a major project: deliverables, timelines, and impact on client expectations. OUTSIDE SUPPORT Building internally, you have no outside resources for support. If a client asks for a different way of doing things, how will your system keep up? DATA RULES The way data is stored and secured is getting increasingly complex. Working with an external resource means you have someone to transfer that responsibility to, someone that is well versed in the subject CORE COMPETENCY Is your organization built to develop software or to deliver security services? This is not a short term decision, the solution you build today needs to evolve to respond to tomorrow s needs and stay up to date with technology progress. Need a Security Workforce Management Platform? 6
DEVELOPMENT AND MAINTENANCE TIMELINE As you develop the foundation of your platform, other companies will continue to fine-tune their systems. Will you be able to catch up? TEAM What does it take to build a team that can successfully run a workforce management platform? Think about System Analysts, Development, Quality Assurance, IT support, and more. SUNK-COST FALLACY If you have started to invest, you may be tempted to continue putting money into the project in order not to lose what was spent. Consider that this can lead to a vicious circle of investment. LONGEVITY How long will it be before the system you custom-made becomes obsolete? MAINTENANCE The group that will maintain the system is not the same as the one that will create it. You will have to hire accordingly. THE SPEED OF TECH CHANGE Technology evolves rapidly. Keeping a platform current is an ongoing requirement. Need a Security Workforce Management Platform? 7
LESSONS FROM THE FIELD Two Companies Reveal their Challenges in Software Development In June 2017, we spoke with two clients that had taken one direction to get a software solution, then changed their route. One client was a mid-sized regional security provider, the other a large multinational. We summarize their insights below. MID-SIZED REGIONAL SECURITY PROVIDER LARGE MULTINATIONAL SECURITY PROVIDER Need a Security Workforce Management Platform? 8
THE DO-IT-YOURSELF EXPERIENCE OF A MID-SIZED REGIONAL SECURITY PROVIDER As the senior manager in charge of the software project, John (name changed) had to decide whether the company would invest further in its in-house development program. He identified three main issues: development, operations/maintenance, and cost. After a thorough evaluation of the project and its potential, John s company decided to use an external platform. This is what the company learned on their way to that decision. DEVELOPMENT: A SHAKY FOUNDATION The development stage was hobbled by both structural and staffing problems. The team discovered that poor coding at the foundation inhibited development. To remedy the problem, people tasked with innovating were assigned to fixing the bugs. Unfortunately, the quality of the fixes was questionable. Furthermore, key operating aspects were poorly evaluated. Development slowed down. Finding the right staff was tough. Candidates had to be able to improve the system as well as have an in-depth understanding of the security sector. Unfamiliar with these needs, the developers created work that did not comply with industry regulations. Moreover, when experienced developers left the company, the firm had to restart the process of training new developers, which slowed project progress. TRAPPED ON A TREADMILL OF INVESTMENT Since the developers did not fully grasp the complexities of the industry, making modifications took longer than expected: Initially scheduled at 18 months with three developers, the project took 36 months with five people. To keep up with industry standards, the company discovered it would have to hold onto staff for an extended period to update the system. When new features were implemented, they were often out-dated or did not meet industry standards. Instead of developing a permanent solution, the firm found itself on a treadmill of continuous investment to maintain and update a faulty system that was permanently trying to catch up to industry standards. Need a Security Workforce Management Platform? 9
LARGE MULTINATIONAL PIVOTS TO SAFETY Starting out with an in-house software solution, this large multinational security provider found they had multiple issues which inhibited their capacity to deliver quality service. First, managing the bugs and delays during development was difficult. As task priorities changed, the people on the in-house teams were constantly switched between development and maintenance. As a result, the quality of outcomes diminished. Scope creep was exacerbated. The project became harder to manage. When new features were implemented, they were rarely up to industry standard. Furthermore, hiring and retaining qualified staff was difficult, which impacted deadlines. With development staff leaving, training new hires became costly and further delayed the project. The company found that by outsourcing their needs, they freed up resources. Accountability was easier to manage through service level agreements and key performance indicators (KPIs). These benefits led the company to start exiting their inhouse solution and integrating an outsourced platform into their operations. Need a Security Workforce Management Platform? 10
HOW TO CHOOSE AN OUTSOURCED PLATFORM If you are not familiar with the world of outsourced providers in security workforce management software, some criteria for evaluating your potential partners will be very helpful. The answers you get to the following five questions will help guide you to the right technology partner. ARE PROVIDERS FOCUSED ON AND DESIGNED FOR THE SECURITY INDUSTRY? The security industry has, as you know, its very own challenges, developments, and ways of working. So a workforce management platform for this industry should be developed by a company with a thorough knowledge of these particularities. That expertise assures you that future development of the platform will be relevant and add value to your business. HOW DOES THE PROVIDER INTEGRATE WITH THE REST OF YOUR TECHNOLOGY? Ensure that the provider s platform integrates with the rest of your technology. In some cases, the new platform may replace some of your old softwares to improve your whole operation. Ask if other firms have run their business using the tools created by that company. WILL THEY ACCEPT TO WORK WITH SERVICE LEVEL AGREEMENTS AND KPIs? Relying on an external software provider can create some concern. It is therefore mission-critical to choose a supplier who agrees to work with SLAs and KPIs. WHAT IS THEIR TRACK RECORD? Evaluate the track record of the potential partner. What is the partner s experience? What size of companies have they worked with? What reputation do their clients have and what is their general reputation in the industry? WHAT IS THEIR PLAN FOR FUTURE DEVELOPMENT? Before you invest in the system and rely on this partner, it is highly important that you work with a company willing to further develop their software. So inquire about their R&D budget and future plans. Need a Security Workforce Management Platform? 11
TrackTik s easy-to-use software for security professionals simplifies dramatically how you manage your workforce, streamline processes, and gain operational insight. So your business runs better in real time for a better bottom line. Mobile and web-based, this powerful suite of tools connects people in the field and clients to your managers with real-time data. Live Dashboard centralizes and displays key metrics, so you can make better decisions supported by data. Need a Security Workforce Management Platform? 12
FACTS AND FIGURES INDUSTRY DEVELOPED VS. A SINGLE POINT-OF-VIEW TrackTik has been developed in direct cooperation with some of the most influential security companies worldwide. Solely designed for the security industry, TrackTik s portal respects the industry s best practices. The platform s ongoing evolution adds new features regularly, driving additional benefits to clients. PROVEN TRACK RECORD With more than 200,000 users from over 400 clients in more than 30 countries, TrackTik has become the industry-leading workforce management platform. The firm s low churn rate and steep growth rate since its founding say so much. SPECIALIZED RESOURCES Every day, the more than 60 people at TrackTik are focused on customer success, and customer satisfaction. As a client, expect: ROCK-SOLID SYSTEMS The large team of front-end, back-end, and mobile developers (ios and Android) make sure the platform always works perfectly. By taking customer suggestions seriously and discussing development with TrackTik s industry specialists, the platform is constantly evolving and adapting to industry and client requirements. SUPPORT FOR YOUR SUCCESS The highly trained business development team establishes a first contact with the potential customer and discusses their needs. Once a client has signed, the training and implementation team makes sure the client understands every aspect of the system to get the desired ROI. An account manager is always available to support the client and evaluate his or her needs. This whole process is overseen by the Customer Success team to ensure all expectations are met. ROBUST ROADMAP Given TrackTik s global experience, the company thoroughly understands the security industry and its needs. That expertise allows TrackTik to develop new features and maintain a stateof-the-art platform. As a result, TrackTik can provide you with valuable information on how to maximize profit and structure operations. SAAS-BASED LOCAL SERVERS Data security, stability, and reliability are of highest importance to TrackTik. Residing on the servers of the very secure Amazon Web Services (AWS), TrackTik s data is stored and backed up in an advanced infrastructure and always accessible. Need a Security Workforce Management Platform? 13
TRACKTIK BY THE NUMBERS As you evaluate the pros and cons of an in-house vs. outsourced platform, it is important to get down to the numbers. Here are some of ours: 20,000 hours invested in the basic Security Operations module 10,000 hours in development invested in the Back Office module 11 developers working every day to support a smooth operating environment 5,000 development tickets analyzed since company inception 3,500 customer requests and questions analyzed 36,000 R&D hours planned for the next 12 months Prototype launched at founding of TrackTik First version of Guard Tour Module Guard Tour becomes a complete Field Security Operations Platform Mobile Suite and Visitor Management are added Scheduling & Back Office Management Suite, Dispatch Module, and Patrol Module are integrated Visitor Management and Guard Evaluation Module Need a Security Workforce Management Platform? 14
DECISION When making your decision, ask yourself whether your core business is security service delivery or software development and implementation. Your clients chose you for your expertise, and so do ours. Choosing a software provider that has a thorough understanding of the security business is the most efficient, budget-friendly, and best long-term decision for your business. AUTHOR INFORMATION Mark Folmer, CPP, MSyI Vice President, Security Industry +1 (888) 454-5606 mark@tracktik.com linkedin.com/in/markfolmer https://twitter.com/markfolmer tracktik.com CONTRIBUTOR Levin Schmid International Expansion Coordinator +1 (888) 454-5606 ext 140
ABOUT TRACKTIK TrackTik s easy-to-use software for security professionals simplifies dramatically how you manage your workforce, streamline processes, and gain operational insight. So your business runs better in real time for a better bottom line. Mobile and web-based, this powerful suite of tools connects people in the field and clients to your managers with realtime data. Live Dashboard centralizes and displays key metrics, so you can make better decisions supported by data. CONTACT US +1 (888) 454-5606 (USA) +1 (514) 312-2870 (CAN) +44 808 178 5442 (UK) sales@tracktik.com CONNECT WITH US SEE TRACKTIK IN ACTION Need a Security Workforce Management Platform? 16
FIND OUT MORE Here are some more white papers you might like to read. Top 10 Features to Look for in a Workforce Management Platform 10 Benefits of Real-Time Security Reporting Defending your Security Budget with Data Need a Security Workforce Management Platform? 17