Operations and Standards
The Operations and Standards directorate is made up of five business functions:
- Customer Support - provides a variety of services to our customers. The focus of this function is to support our customers in complying with the regulatory regime. It builds and then manages on-going relationships with customers through both reactive and proactive contact across a variety of mediums.
- Decisions & Compliance - manages the application and decision making processes of SIA licensing and our Approved Contractor Scheme. The focus of this team is to support our customers in complying with the regulatory regime by completing the appropriate checks and making relevant licensing or approval decisions for businesses, individuals and approved contractors, as efficiently and effectively as possible.
- Intelligence & Risk Management - provides a customer insight and intelligence service. The focus is on analysing and interpreting customer data from a variety of sources, and assessing any relevant risks or issues. The function works closely with the Customer Support function and enforcement partners such as the police and HM Revenue & Customs to task out any investigation activity that is required.
- Operations Support - provides day to day support to the SIA’s operational functions. This includes the management of customer complaints, Foi and DPA requests; providing relevant training and development to staff; mining data and creating reports to allow staff to monitor their performance, assess resources and task accordingly; leading on the SIA’s on-line services functions; identifying and mitigating risks to the operation and creating quality improvements; ensuring consistency with management approaches and policies and procedures.
- Quality & Standards - provides design and on-going maintenance for all three of our regulatory products, as well as operational management of the UK Accreditation Service (UKAS), the British Standards Institution (BSI) and assessment bodies. The function is responsible for working with all stakeholders to understand customer satisfaction and dis-satisfaction points and working with awarding bodies to set the standard of the licence-linked qualifications.
Partnerships and Interventions
Partnerships & Interventions - outward facing, working with law enforcement partners, the private security industry and other key stakeholders in our regulatory regime. The function is responsible for providing robust and effective compliance and enforcement across the UK. It manages and progresses cases escalated from the Intelligence & Risk Management function. It conducts operations and business audits to identify and tackle non-compliance using a range of interventions and sanctions at its disposal including criminal investigation and prosecution for the most serious offences. The function provides evidence to support the withdrawal or withholding of business approval in appropriate cases. The function is also active in working with partners to identify and disrupt serious and organised crime associated with the industry, and intervening where there are threats to our reputation and the regulatory outcomes we look to achieve.
The Corporate Services directorate is made up of six business functions:
- Finance & Business Planning - provides all relevant financial management and assurance services.
- Human Resources - supports our internal customers by assisting with all aspects of human resources from recruitment to exit. The focus of the function is to ensure that we have competent and capable employees with the right skills at the right time in the right place.
- ICT Solutions - responsible for the design, implementation, development and on-going support of the corporate ICT infrastructure including operational aspects of our websites. The function is responsible for understanding new technologies that will introduce further efficiencies. It also ensures that the relevant and appropriate security measures are in place and are reported on.
- Legal Services - a full service legal function responsible for providing robust legal advice across the organisation.
- Risk & Information Assurance - this function's focus is to ensure that we have effective controls in place to manage any risks that the organisation faces, that our information is stored, used and disposed of in a safe and secure way, that we carry out a full internal audit and compliance programme and that the information provided to the Senior Information Risk Owner (SIRO) and the Board offers the members assurance on these controls.
- Supplier Management & Procurement - responsible for the commercial and contract management of our strategic suppliers and manages all procurement or buying activities across the organisation.
Communication & Stakeholder Engagement
The Communication & Stakeholder Engagement function is made up of the following teams:
- External Communication - outward facing, this function manages media relations, all aspects of digital communications, and the delivery of key messages via these channels. It manages marketing and communications and a stakeholder events programme - for example, the ACS forums and our annual conference. This function also designs and produces our publications.
- Internal Communication- This team ensures our staff are engaged with our strategic goals and has the information needed to carry out our regulatory and governance responsibilities.
- Policy, Stakeholder Engagement & Corporate Support - provides an executive support service to the Board and directors and manages all aspects of the related meetings. The function’s focus is to enable the executive management group and non-executives to carry out their governance role. It also proactively manages our relationship with identified key stakeholders in the regulatory regime. The team also develops and implements a strategic approach which enables key stakeholders to engage with the SIA effectively, for identified benefits and purposes.
Change implementation - Helps the SIA choose the right set of changes that improve us as a regulator. We do this by working with all staff to identify possible changes, understand the benefit of making that change and the contribution it makes to our strategy. Whether a small change or large project, our work is focussed on delivering changes in a controlled way. We do this by using tried and tested delivery methods: project planning, business analysis, managing risks and issues, identifying and monitoring benefits, testing prior to implementation ensuring readiness to operate.