As a forward-thinking organization, implementing mobile access is an opportunity to make a lasting impression on visitors. When viewed from the perspective of a multi-stakeholder initiative, digital experiences benefit both the organization and the guest experience. When considering a Visitor Management System (VMS), the organization formed a steering committee to drive successful outcomes across the organization through working groups and ensure the best way to implement innovative ideas to solve end-user problems or improve existing processes. This organizational project structure enabled transformation and culture change. In this example, they moved from a basic guest name, time, and business purpose capture to a fully digital experience.
For example, allowing employees to register guest information directly through the host’s self-service portal reduces tasks assigned to security staff, allowing them to focus on more meaningful work. Registered names can also be automatically checked against a “do not enter” database to reduce the risk of unstable individuals re-entering the facility. Other notification features include integration with enterprise applications such as Slack, Teams and Outlook to notify hosts that a guest is waiting in the lobby to be picked up. Different workflows were developed based on the type of visitor and whether an escort was required for highly personalized VIP white glove service.
Make a positive first impression
Forwarding an invitation can be the first touchpoint a guest receives from your organization. It’s a great opportunity to promote your corporate brand and provide your guests with an unforgettable experience. Guest registration delivered via email allows users to open it on their mobile device to check in and view the QR code. Besides displaying meeting times, attendees, and location, the application can link to other apps such as ride-sharing, weather, wayfinding for on-campus meeting locations, cafes, restrooms, etc.
The mobile solution allows visitors to complete required training before entering the site and signing non-disclosure and release forms. Visitors can also review building security and safety procedures directly through a link embedded in their mobile invitation. Corporate security teams leverage visitor mobile credentials to route mass notification messages in the event of a building emergency.
At the end of their visit, distribute a short survey to your guests, asking them about their experience to understand if there is room for improvement or if it was a pleasant experience that reflected positively on your organization. This information provides valuable feedback, especially regarding guest services.
Operationally, security and guest services can monitor data in real time to understand overall occupancy and identify guests who are responsible for their security and safety while on company premises. Aggregated data can be evaluated to identify trends and develop predictive staffing plans for increases or decreases in occupancy.
So far, the introduction of Mobile Authentication at the agency’s new headquarters has been met with 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 know where to contact if they need assistance. Data collection and retention may vary by company due to national privacy regulations. However, a global rollout with additional capabilities is planned for later this year.
While there is no prescriptive solution to mitigate all forms of physical security risk in an enterprise environment, with proper planning, a security program can be deployed that aligns with an organization’s risk tolerance. A layered approach that starts at the perimeter and works inward incorporates a defense-in-depth strategy with various detection zones to help reduce risk for an organization. Referencing an industry-accepted framework based on asset protection principles that include operational, technological, and physical security elements can help practitioners design a comprehensive program.
