The Union of Security Employees (USE) officially opened its new Customer Service Centre (CSC) at Waterloo Centre today. The new centre, besides continuing to serve as a one-stop centre for Private Security Identification (ID) Card briefing, application and collection; it will also replace the previous card counter located at level three of the same building with added amenities and conveniences to better serve private security officers. The USE CSC was unveiled today by Mr Zainal Sapari, NTUC Assistant Secretary-General, at the NTUC Building & Facility Management Services Cluster National Day Observance Ceremony 2014.
Apart from identification purposes, the ID card initiative was first mooted in 2006 by the Tripartite Security Industry Forum to raise the standards and professionalism of the private security industry and enhance the image of private security officers. The ultimate aim was to give the security workforce better jobs, better pay and consequently, a better standard of living.
USE has been issuing ID cards to private security officers since it was introduced in 2009. It set up its own card counter on the third floor of Waterloo Centre, where USE’s existing office resides. The card counter was able to attend to about 15 security officers at a time, and many often had to stand while they waited due to its limited seating capacity. The card counter served about 150 to 200 security officers per day.
Set up with the security officers’ comfort in mind, the new USE CSC will be able to handle almost double the number of security officers at a time, thus reducing waiting time. The CSC is located on the ground floor for easier access, just in front of a coffeeshop for security officers’ convenience as they wait. A Queue Management System has also been implemented to ensure smooth and efficient handling of applications. In addition, an SMS information system will alert security officers of their card status, so they can go elsewhere whilst their cards are being processed. There are also amenities such as a television and self-help kiosk for their use.
Steve Tan, Executive Secretary of USE, said, “The new USE Customer Service Centre embraces the spirit of what the Labour Movement is trying to do to raise the professionalism of the private security industry – not just in terms of making jobs better and uplifting wages, but also in promoting respect towards our security officers.”
The launch of the USE Customer Service Centre also saw the celebration of National Day with the Building & Facility Management Services Cluster NDOC, where about 50 tripartite partners and security agencies were present to commemorate Singapore’s birthday.
Key Challenges Faced by the Private Security Industry
The Security Tripartite Cluster (STC) has been actively engaging industry stakeholders in frank discussions to look for sustainable ways to improve jobs and wages for private security officers. On 22 July 2014, a dialogue session was conducted with approximately 200 representatives from more than 100 security agencies. STC members, government agencies and union representatives were present to better understand the challenges and concerns on the ground. Feedback from the security agencies were consolidated and taken into consideration during subsequent STC meetings.
In his speech, Mr Zainal Sapari who is also a member of the STC, highlighted seven key issues raised:
Apart from having difficulty attracting people into the security industry, Security agencies face challenges tapping on inactive security officers to work full-time. Especially with more residential and commercial developments being completed, there is an increase in demand for security services, resulting in a greater demand-supply gap.
Shift work often becomes a deterrent for job seekers. Overtime needs to be reduced and security agencies must have better manpower deployment to curb this.
The private security industry is deemed to be one that is low-skilled with no career progression. Security agencies highlighted the need to have a provision for mid-career security officers, experienced security officers or personnel with relevant security background. The STC is working out a provision for this group.
Low basic wage is one of the reasons the security industry is unable to attract more people. Based on the Ministry of Manpower’s Occupational Wage Survey 2013, the media basic wage for security officers is approximately $800. This is lower than that of cleaners once the cleaning industry’s licensing regime kicks-in.
Many service buyers still practice cheap sourcing and tender contracts based on headcount, with reluctance to shift towards using technology. However, this is not sustainable with the industry’s manpower shortage and heightened demand for security services.
There is therefore a need to educate service buyers on performance-based contracts and the benefits of leveraging on technology to reduce the headcount requirement for each assignment.
Many service buyers use liquidated damages to penalise security agencies even though there may not be any actual damage or service lapse. With increasing contract prices, security agencies have expressed concern that the amount of liquidated damages imposed on them will increase. There has been a strong call for service buyers to set out reasonable liquidated damages, e.g. using only cost-recovery liquidated damages.
Security agencies have emphasised the importance of educating service buyers on the Progressive Wage Model (PWM). Service buyers must also understand the cost impact and allow the necessary price adjustments for their service contracts.
Arising from these consultations, the STC has agreed that a multi-pronged approach must be taken to address the challenges faced by the security industry.
“Moving forward, STC supports the PWM for the industry as a practical way to sustainably and equitably uplift pay and standards for the industry and its workers, and value for buyers of security services. STC recognises that the PWM must be implemented within a reasonable time frame, while addressing the other challenges faced by the industry. We will work closely with the tripartite partners and continue our engagement efforts, and hope more will embrace PWM for the benefit of our security officers,” said Mr Zainal Sapari.
When the tripartite-agreed PWM is ready, the Government will incorporate it as a requirement in the existing licensing framework for all security companies, thus making it mandatory. The STC is working through the details and aims to finalise the recommendations by October 2014.
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