Client Profile

NSG was approached by a facilities management company responsible for over 2 million square feet of mission-critical data and cloud centers. These facilities housed sensitive Department of Defense information, health records (HIPAA), and personal credit card details.

The Challenge

Before partnering with NSG, the data center faced severe security challenges:

  • High Guard Turnover: This led to inconsistent coverage, leaving critical areas unsecured.
  • Missed Shifts and Incomplete Security Tours: Resulted in server room temperature issues, unsecured doors, and unsupervised contractors/vendors in classified areas.
  • Risk to Contract: These issues jeopardized the client’s contract due to non-compliance with security standards.

The Task

The client needed a reliable security solution that would ensure continuous coverage, reduce turnover, and improve overall security management to protect sensitive information and meet contractual obligations.

  • Key Requirements Meeting: NSG conducted an initial meeting with the data center’s management to align on security requirements, expectations, and timelines, ensuring a tailored approach to their needs.
  • Onboarding and Training: An in-house process champion from NSG developed custom security protocols and post orders. Security personnel received specialized training to handle sensitive and classified information.
  • Introduction to the Local Team: NSG introduced the data center’s management to their local security management team, including a dedicated General Manager (GM) and a 24/7 operations team, ensuring direct and responsive communication.
  • Regular Management Oversight and Feedback: NSG established regular oversight visits and a monthly feedback system to continuously improve service delivery and maintain high security standards.

Our Actions

NSG worked closely with the data center to implement a comprehensive strategy to address their specific security issues:

  • Strategic Guard Scheduling: NSG developed a more thoughtful and strategic guard schedule, to reduce staff turnover and ensure consistent and reliable coverage.
  • 24/7 Operations Manager Coverage: NSG introduced round-the-clock operations manager coverage, supported by the NSG One Line and flex officer coverage to prevent missed shifts and provide immediate response capabilities.
  • Barcode System for Monitoring: A barcode system was installed to monitor security tours and incident reports. This system provided detailed reports delivered to NSG management and the client each morning at 7 am, ensuring transparency and accountability.

The Result

The implementation of these security measures led to significant improvements for our data center client:

  • Enhanced Security: NSG’s strategic scheduling and continuous oversight reduced security staff turnover by 85% and eliminated previous security lapses.
  • Improved Accountability: The barcode system provided clear documentation of security activities, building trust with the client.
  • Contract Retention: By addressing the security challenges effectively, the client was able to ensure the safeguarding of sensitive information, meet compliance, and maintain their contract.

Conclusion

The implementation of these measures significantly improved the security of the data center. The facilities management team overseeing the center now enjoys peace of mind, knowing that their environment is secure and well-managed.

The strategic scheduling, continuous oversight, and rigorous monitoring have eliminated previous security lapses, protecting sensitive information and maintaining the client’s contract.

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