, a less expensive fix. In addition, mobile credentials can be configured to support logical access and various services, including cafeteria, parking, visitor access, etc. Aside from the business applications, corporate security was also able to showcase the sustainability benefits of sunsetting the plastic credential over time.
As a forward-thinking organization, implementing mobile access provides an opportunity to make a lasting impression on visitors. Through the lens of a multistakeholder initiative, a digital experience can benefit both the organization and the guest experience. When considering a Visitor Management System (VMS), the organization formed a steering committee to champion and drive successful outcomes across the organization through a working group to ensure the best way to implement innovative ideas and solve end-user problems or improve existing processes. This organizational project structure enabled transformational and cultural change. In this instance, migrating away from basic guest name, time, and business purpose capture to a complete digital experience.
For example, permitting the employee to register guest information directly through a host self-service portal reduces tasks assigned to security staff, allowing them to focus on more meaningful work. It also allows registered names to be automatically cross-checked against a “Do Not Admit” database to reduce risks associated with potentially volatile persons from re-entering the facility. Other notification features include integrations with enterprise applications, including Slack, Teams, and Outlook, that notify a host their guest is waiting in the lobby to be collected. Various workflows were developed based on visitor types and determined whether escorts were required for a highly individualized VIP white glove service.
Making a Positive First Impression
Forwarding an invitation may be the first touchpoint a guest receives from the organization. This presents an incredible opportunity to promote corporate branding and create an unforgettable guest experience. The guest registration delivered via email allows users to open and check in on their mobile device, pulling up a QR code. Aside from displaying meeting times, attendees, and location, the application could link to other apps like rideshare, weather, on-campus wayfinding for meeting locations, café, restrooms, etc.
The mobile solution allows guests to complete the required training before accessing the site and signing non-disclosure and consent forms. The visitor can also review building security and safety procedures directly through links embedded within the mobile invitation. Corporate security teams are leveraging the visitor mobile credential to forward mass notification messages in case of a building emergency.
Upon the conclusion of the visit, a brief survey is distributed to guests, asking about their experiences to determine opportunities for improvement or to understand if they had a pleasant experience that would positively reflect on the organization. This information provides valuable feedback, particularly for guest services.
Operationally, security and guest services can monitor data in real-time to understand global occupancy and identify guests whose security and safety they are responsible for while on company property. The aggregated data can be assessed to identify trends and allow for predictive staffing plans to prepare for an increase or decrease in occupancy volumes.
To date, the introduction of mobile credentials at the institution’s new headquarters has had a positive response from employees, visitors, internal business groups, and corporate security team members. A global training program is underway to ensure users are fully trained on the application and understand where to communicate issues should they require assistance. Due to privacy regulations in various countries, data collection and retention may differ across the enterprise. With that said, a global rollout with additional features is scheduled for later this year.
Although there is no prescriptive solution to mitigate all forms of physical security risks in the corporate environment, a security program can be deployed in alignment with the organization’s risk appetite with adequate planning. A layered approach starting at the perimeter and moving inward, incorporating a defense-in-depth strategy with various detection zones, aids the organization in its risk reduction efforts. Referencing industry-accepted frameworks anchored in asset protection principles, including operational, technology, and physical security elements, guides the practitioner to ensure a comprehensive program is incorporated into the design.
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