As we focus on the epicenter of physical security, global security operations centers (GSOCs) become a critical piece of the puzzle, often contributing to the health of the entire security program. Recently, Security Sales & Integration magazine released its 2024 GSOC Deep Dive, interviewing some of the key players in the space and providing insights around the role of the GSOC, its design, and how it’s evolving.
In this blog, we’ve pulled some of the best nuggets from this coverage to discuss. Here are four key takeaways:
Labor challenges have been a central focus for HiveWatch customers and the broader market, meaning that achieving better efficiency in the GSOC is an essential practice. According to the research, 47.4% of respondents said that consolidation is a strong trend to enhance situational awareness. Some of this can be attributed to the need for more centralized management of security oversight, but also there’s an element of unlocking operational efficiencies that help address labor shortages.
One of the most significant costs for running a GSOC is the cost of labor, and as guarding companies and GSOC operators see a higher-than-normal rate of turnover, consolidation might play an even greater role for addressing efficiency and saving on labor costs.
The mission-critical nature of the GSOC points to the need for technology components used to be up and running 24/7. CTI VP of Systems Integration Angela Nolan said in the article that, “Security analysts and control room operators alike just simply need technology that works, no matter what.” This means technology partnerships are important to ensuring the right information is available at the right time.
In some cases, a GSOC might be built and maintained by an integrator partner, which means these companies must have the right knowledge and expertise to address potential technology pitfalls as they happen. This also means that as issues with hardware are identified, rapid response to technical issues are critical. Having a solution in place that can identify sensors that are “noisy” or misconfigured – and being able to contact an integrator partner to have them addressed – can mean all the difference.
Nolan talks about “vendor interoperability” as one of the key components of building a modern GSOC, focusing on the scalability of the technology being used and the ability to add more sites, hardware, and software as needs change. As we’ve seen in the market, both organic and M&A growth can significantly affect the nature of security for an organization, and building a GSOC that is equipped to seamlessly handle the addition (or attrition) of physical sites is critical. Technology that is scalable, while also agnostic in its ability to integrate video and access control, will continue to be superior than proprietary technologies that aren’t able to ingest data from other systems.
“To not start with the idea of making [operators] the best at what they do is a disservice. It begins and ends with how effective we can make operators by reducing fatigue and eliminating errors,” according to Tyler Bonner, Senior VP of Mission Critical Environments for Diversified. “Ultimately, he says, the key is a combination of solid control room design discipline and enabling technology that allows operators to work with confidence and focus on the mission — not fumble with the technology.”
Nolan talks about GSOC operators being “tasked with mitigating risk, safeguarding individuals and assets, and maintaining constant vigilance – a portfolio of responsibilities that almost inescapably entails long hours, stressful conditions, and high pressure.”
Human-centric design for GSOCs, as well as the technology being run in them, is a core component of the work being done on the HiveWatch® GSOC Operating System, which was created with the user in mind. Too many times, software is cumbersome to operate, requiring specialized training and certification that make it difficult to operate without weeks of training.
Instead, designing a user-centric platform that outlines next steps through embedded standard operating procedures, only the information needed at any given time, and tiered access, allows GSOC operators the ability to better respond to incoming incidents.
Whether a GSOC is being built, scaled, or centralized in a geographic location, taking into consideration the technology used, operator-centric design, and ability to provide more efficiency will remain some of the biggest focus areas.
If you’re ready to see technology that helps security programs scale and achieve high levels of efficiency, check out the HiveWatch® GSOC OS during our upcoming demo at 11 a.m. Pacific Tuesday, May 7. Register to attend here.