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Security personnel; Access control; Pass administration; Response services; Reception services; Visitor relations officers

Client requirement

Citibank is part of Citigroup Inc and is a global bank that operates at a local level. They consistently strive to improve their customer experience through innovation and fresh thinking.

The protection of their people, property, information and reputation is paramount to Citi so they wanted a security provider who could offer an integrated range of services to meet their range of needs. Citi also wanted to include receptionists and visitor relations officers in the contract so we introduced Mitie Business Services to the tender.

How did we help?

As the largest provider of security services in London our knowledge and expertise of Citi’s environments of large office complexes and data centres meant we could deliver what they needed seamlessly.

We put into service a dedicated team to manage access control and pass administration for visitors at all seven sites in their London estate, and also supplied a mobile response officer who carries out weekly patrols at the High Street branches and works closely with the Metropolitan and City Police in the event of an alarm activation at any of the branches.

On being awarded the contract we formed a dedicated mobilisation team in London consisting of the contract manager, head of operations and the regional director. They started TUPE talks straight away to mitigate any disruption and also to give peace of mind to those transferring and the client. To assist the process, the team held daily morning surgeries which enabled them to develop sound working relationships right from the start.

The results

The contract started smoothly with no disruption to the security function with 98% of staff transferring via TUPE. Citi benefit from a motivated and reassured team who create the right atmosphere within their buildings.

The security, front of house and mobile response teams work seamlessly together to give Citi the right balance of security officers, customer service and mobile response meaning that their people, property, information and reputation are protected 24 hours a day. Their visitors are looked after and enjoy a positive experience at any of the locations they visit.

Highly trained security personnel at Citibank

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