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Providing smart security for a Canary Wharf HQ

Service provided

  • Merlin Protect 24/7

The client is one of the largest retail banks in the world, serving over 100 million customers across 40 countries. Mitie has been a proud security supplier for all its London sites, providing a wide range of integrated security services.

Client requirement

The London sites are fast-paced, with a constant flow of visitors and contain high value assets, therefore maintaining the highest levels of security and compliance is of major importance. However, due to the customer using a paper-based system for security reporting, the management found it challenging to keep track of security operations across the London sites. As a result, there was a need for a paperless, easy to use system that would enable a quick collection, delivery and access to real time critical information provided by the security officers.

How did we help?

Merlin Protect 24/7 is Mitie’s secure online security task and incident management system that enables our customers to proactively schedule tasks and assignments to improve the management and performance of their security teams.

Merlin Protect 24/7 is our bespoke task and incident management system designed for large scale organisations with more than five sites. In addition to the Merlin Protect 24/7 standard functionality, Merlin Protect 24/7 offers a wide range of features that can be tailored to meet your specific security requirements.

It is imperative for the client to have visibility of all security operations across its London sites. Therefore, Merlin Protect 24/7 was implemented across the London sites, along with bespoke features tailored to meet the bank’s security requirements.

Tailored business intelligence

Merlin Protect 24/7 enables the management to select alerts and reports they want to see, as well as customise their dashboards, saving their time and facilitating the decision making. In the event of an incident at one of customer’s London sites, a primary alert is e-mailed to all subscribed operation managers who can allocate tasks to resolve the incident based on shift patterns and skill sets of their team. The system monitors tasks completed on time and automatically reports failures to ensure that they are picked up and resolved in a timely manner.

Crime trend analysis

Merlin Protect 24/7 has the intelligence to inform situations based on previous events which has greatly facilitated incident logging for customer’s security teams. There are different sets of questions that need to be answered when logging an incident, allowing the officers to record accurate data and resolve the incident quickly and effectively.

Improved communication

Merlin Protect 24/7 has four core user groups that allow users to view, create, update or delete information based on their permission settings. This has improved communications between client’s security teams. Incident logging is strictly controlled across all London sites to ensure the input of high quality and accurate information. In the event of an incident or if someone raises suspicion to front house security personnel, they will report it to officers in the control room who will log the incident onto the system.

Easy access

The system can be accessed on any device, at any time, from any location, improving time and team performance management for client’s operation managers, as they are able to handle security situations when they are off site.

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