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American Security Programs

Company: American Security Programs
Company Division/Group: Division Name - Protective Services
Company Description: American Security Programs is an American-owned security company that was founded in 1994 through the merger of several venerable and trusted firms. The company provides security manpower, investigation services, security consulting, and training services for a prestigious portfolio of government and private sector clients.
Nomination Category: Organization Awards Categories
Nomination Sub Category: Best Customer Service Organization

Nomination Title: Customer-Centric Innovations, Protective Services Division, American Security Programs

   1. Tell the story about what this nominated organization/department achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

At American Security Programs we do whatever is necessary to satisfy our clients. In 2005, our Protective Services Division earned a customer retention rate of 99%. We attribute this success to the following operational adjustments:

1. We afforded all customers direct, 24/7 access via cell phone to our President/CEO.

2. We formalized our contract audit program. Our program is now under the control of a full-time Director of Quality Assurance. We also expanded our Quality Assurance Team (QAT). This team conducts unannounced inspections of all contracts, and monitors operations on a 24/7 basis so that customers can be confident that our services are working as promised.

3. We hired a new Vice President of Protective Services with ultimate authority over all protective operations. This new Vice President has introduced weekly operational meetings that have standardized operational processes, and resolved customer complaints. For example, our contract managers now contact a single individual to initiate emergency recruitment procedures. Our customers, who now enjoy uninterrupted staffing, have applauded our reinvigorated efforts.

4. We enhanced our training program to exceed state regulations. The new program emphasizes communication skills and customer service techniques.

5. We concentrated our resources locally, while competitors of larger size defused their resources across a wider geographic area. We are one of the only noteworthy security companies with highest-echelon executives headquartered in this country. Our executives reside within 60 minutes of almost every contract that we have.  

6. We hired a retired, supervisory-level Secret Service Agent who offers value-added investigation and consulting services to customers. Our competitors frequently charge high rates for the very same services.

7. We hired a new business development strategist to diagnose customer interests and improve communication practices with customers.

8. We reduced employee turnover by offering cash rewards ($25-$500) and special recognitions to hard-working employees. Our customers now enjoy more consistent staffing.

9. We expanded our offices and relocated our customer-facing managers into one area. This relocation has fostered increased coordination among managers. The relocation has also simplified access to contract resources and operational forms/files.

10. We replaced our internet server to afford customers more reliable access to information.

11. We hired a new administrative specialist to route customer calls to correct recipients.

12. We enabled customer access to a 24/7 on-duty senior manager who can coordinate immediate response to customer emergencies.

13. We provided nearly $1 million of continuous service for clients who did not remit prompt payment, and we never ceased or interrupted services.

14. We improved our benefits package in the interest of soliciting applications from higher quality security officers who can better serve our customers. Our package now features a college tuition program.

15. We expanded our team of on-call officers. The expansion of this backup team affords customers greater protection against staffing shortages that otherwise result from employee call-offs. 

16. We were recognized by SmartCEO Magazine as one of the fastest growing Washington companies, and are rated in the top 10 security companies by Washington Business Journal.

   2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.securityprograms.com/pages/recognition.html

http://www.securityprograms.com/pages/commitment.html

http://washington.smartceo.com/images/archImages/DC.JAN06.PDF
(see page 48 in the above link)

http://www.bizjournals.com/bookoflists/washington/#
(A Washinton Business Journal account may be required to view the above link
to the top security company list, which identifies American Security Programs
in the top 10).

Additional supporting materials for this entry were submitted offline.

   3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

Lynn Oliver, President/CEO, has 35+ years of experience in the security field. His been a commissioned officer of the United States Army, and has worked for the FBI. He has been a principal security consultant for 35 governmental law enforcement agencies and many major corporations. Mr. Oliver holds a BS in Law Enforcement Administration and also has a Masters Degree in Public Law at Antioch University. His is an active member of the Virginia Police and Private Security Alliance, the National Association of Security Companies, the American Society for Industrial Security, and the Building Owners Management Association.