The quality of a security service cannot be judged simply by whether a guard is on site at the required time. Proper performance means knowing whether the officer received the necessary information, carried out the designated checks, handled incidents appropriately, and kept the documentation accurately.
The Viking Security supervision system follows the service from the site survey through to the correction of any irregularities.
Site survey
Before designing the service we get to know how the property operates and the circumstances relevant to the task. The survey may cover the areas and assets to be protected, the entry and exit points, the movement of people and vehicles, the opening or operating hours, previous security incidents, the technical systems, key and card handling, periods of heightened exposure, official or internal requirements, and the reporting and communication routine.
The purpose of the survey is not to recommend the largest possible service in every case, but to arrive at a solution that fits the actual risk.
Service proposal
On the basis of the survey we prepare a proposal covering the type, duration, headcount and supervision routine of the service. The proposal makes clear:
- what Viking Security undertakes;
- which tasks remain the client’s responsibility;
- what technical or organisational conditions are required;
- in the event of which incidents action must be taken;
- in which cases the authorities must be notified;
- how documentation and feedback are handled.
Contract and guard instructions
The material terms of the service are set out in a written contract. The guard instructions define on-site performance in line with the contract; they cannot override the contract or the law. Any inconsistency between the contract and the guard instructions must be resolved before the service begins.
Starting the service
At the start of the service we check that the approved scope of duties, adequate headcount, authorised personnel, the duty roster, an on-site contact, the necessary equipment, the service documentation, keys, cards or access rights, the reporting and escalation routine, and the occupational and fire safety briefing are all in place. If any essential condition is missing, we document it and inform the responsible manager and, where necessary, the client.
Service supervision
The frequency and method of supervision are matched to the risk and to the contract. Checks may cover the officer’s presence, the uniform and identifiability, possession of the required licence card, knowledge of the guard instructions, the service documentation, the completion of patrol checks, the presence of keys and equipment, fitness for duty, the handling of extraordinary incidents, and the proper conduct of shift handovers.
The purpose of supervision is not solely to find faults. On-site experience may also show that the original scope of duties needs to be amended.
Incident reporting
Extraordinary or significant incidents are reported according to the defined reporting routine. An incident report must contain the information needed to understand what happened — in particular the place and time of the incident, how it was detected, the circumstances that can be established as fact, those involved, the action taken, the persons notified, the evidence available and any further action required. The report must distinguish between established fact, the officer’s own observation, and what another person has stated.
Handling irregularities and corrective action
An irregularity might be a missed patrol, an incomplete log, a late shift change, a lapsed authorisation, a missing key or item of equipment, inadequate communication, incorrect data handling, or action taken contrary to the guard instructions. Irregularities are assessed on their seriousness, frequency and consequences.
Not every irregularity calls for the same response: for a one-off administrative error, correction and repeat training may suffice, whereas deliberate falsification of documents or a serious authorisation problem may warrant immediate removal from duty and an investigation.
The purpose of corrective action is not only to remedy the particular fault but to reduce the cause of recurrence. This may involve clarifying the guard instructions, amending the duty roster, repeat on-site training, repairing technical equipment, changing access rights, more frequent management checks, replacing an officer, formally notifying or replacing a subcontractor, or clarifying the contractual task. Where justified, implementation is verified by a follow-up check.
Client feedback
Regular or incident-driven consultations may be held with the client’s contact person. These may cover experience of the service, changes in how the site operates, recurring incidents, documentation needs, changes to headcount or service hours, technical development, new risks, and the results of corrective action. On the basis of this feedback the service is amended within the contractual and lawful framework.
Records and realistic commitments
The retention period for supervision and incident documents is determined by the purpose of processing, the contract, statutory obligations and any potential legal claim. Only authorised persons may access the documentation.
Viking Security undertakes only those inspection frequencies, reporting arrangements, response times or service levels that it can genuinely provide given the resources and contractual terms of the assignment concerned. Specific service metrics are set out in the quote or in the contract.