Key Highlights

• ADT develops a discreet security solution to protect the new open working environment of Jobcentre Plus offices
• Integrated security systems are implemented in over 1000 centres across Great Britain, with each installation tailored to each site’s individual requirements

Situation

The Department for Work and Pensions (DWP) was created when the Government merged the Benefits Agency and the Employment Service. Part of the new agency’s mandate was to initiate a step-change improvement in customer service standards and create a more welcoming environment in DWP offices. These objectives led to the launch of an ambitious £2.2 billion roll out programme to redesign, rebrand and refurbish over 1000 former Jobcentre and Social Security offices across Great Britain and change the job seeking and benefit claiming experience from a sterile screened area to one that more closely reflects the style usually associated with the banking and retail sector.
 
ADT were selected as an approved specialist supplier for fire and security by DWP and the Jobcentre Plus Core Team and supported up to 13 different regional works contractors during the project. They were tasked with developing integrated systems that could monitor any potentially difficult situations while remaining unobtrusive, allowing the Jobcentre Plus staff to interact with the public with confidence in the new open environment.

Solution

ADT quickly appointed a project team to co-ordinate the Jobcentre Plus installations to ensure they were delivered on budget, safely and on time. A fixed schedule of rates was provided for the entire installation to ensure consistent provision of equipment at competitive prices. A higher than usual level of co-operation existed between contractors on this project with a specialist partnering contract giving everyone equal input at all stages of design and planning. In this way, the integrated systems were carefully tailored to each site’s individual needs.
 
In addition to strategically positioned video surveillance cameras, floor walking security guards are now employed at the majority of open-plan Jobcentre Plus sites and provide a visible deterrent to anti-social behaviour. Equally important, each guard is manned with a pager connected to the site’s panic alarm system. The signal received by the pager, from the mobile or hardwired panic alarms operated by staff, gives the security team the exact location of an incident (floor and desk) allowing an immediate response from the most appropriate guard. This enables the security team to respond at speed to any incidents – giving staff peace of mind despite potentially feeling more exposed in the new open-plan environment.

Results

ADT’s work has played a key role in achieving the DWP’s goal of making the Jobcentre Plus open-plan environment secure and protected in a discreet way. The Jobcentre Plus Core Team said: “From the outset it was clear that this project would change the working lives of thousands of our staff. Their right to feel protected and safe whilst carrying out their work was paramount. ADT clearly identified the potential issues and provided innovative, bespoke solutions which really met the needs of our project.”