ANIL PURI
CMD, APS GROUP
The globalization has led to adaptation of best practices and standards universally accepted worldwide. Most of the industries in India are in process of transformation or have already evolved and transformed at par with such global standards. As regards to Private Security Industry (PSI) in India, although regulatory framework exists on paper, the same has not been enforced with the speed, energy and intent it needed to be. In the context of the private security industry, ‘Standards and Services’ generally refer to the established norms, guidelines, and practices that govern the conduct and operations of private security firms. This includes both industry-specific standards and the range of services offered by private security companies
Generic understanding of the standards
Primarily, generic understanding of the standards in the industry parlance is in terms of:
- Regulatory compliance: Private security firms are often subject to regulations and standards set by government authorities. These standards may cover aspects such as licensing, training requirements, and ethical conduct.
- Industry best practices: There are also industry-specific best practices that private security companies may follow voluntarily or as part of professional associations. These practices can cover areas such as personnel training, use of force, and technology implementation.
- Quality assurance: Adhering to standards helps ensure the quality and reliability of services provided by private security firms. Clients often look for companies that comply with recognized standards to ensure a certain level of competence and professionalism.
Need for instituting the standards
PSI in India is one of the fastest growing industries with growth rate zooming to 25% per annum. It is accredited to be one of the largest employment providers and also the largest tax payer. In 2016 its market size was valued around INR57000/- Crores which now stands approximately at staggering INR1.5 Lakh Crores. Despite all these credentials, we still find 50% of the industry reeling under the unorganized section and majorly responsible for dilution of quality in services delivery, violation of the regulatory framework and compliance metrics. This anomaly is equally attributable to both the segments – end user (Principal Employer), as well as service provider (Security Agency).
New guidelines need to be framed to eradicate the ambiguity which is being exploited and misused at both ends and rendering the deterioration of the standards of Indian PSI at global platform. Adoption of globally accepted standards to usher in quality of services is bound to see a quantum jump in demand of Indian Security Personnel as well as Indian MNCs operating abroad, as also domestic players.
Standards
There isn’t a specific ISO standard dedicated exclusively to services in the private security industry. However, there are broader ISO standards that relate to service management systems and may be applicable to private security services. Here are a few key standards in that context.
- ISO 9001:2015 – Quality Management Systems: While not specific to services in the private security industry, ISO 9001 sets out criteria for a quality management system. Private security companies can use this standard to ensure that their quality management system is robust, helping to enhance the quality of their services.
- ISO 18788:2015 – Management System for Private Security Operations: This standard, although not exclusively focused on services, provides a framework for managing private security operations. It covers aspects related to the provision of services, including the planning, execution, and improvement of security operations.
- ISO 41001:2018 – Facility Management: Private security services often involve facility management aspects. ISO 41001 provides requirements for an effective facility management system, ensuring that services related to facility security are well-managed.
- ISO 31000:2018 – Risk Management: This standard provides principles and guidelines for effective risk management. Private security agencies may use this standard to assess and manage risks associated with their operations.
- ISO 22301: 2019 – Societal Security (Business Continuity): Business continuity is crucial in private security industry. This standard provides a framework for establishing, implementing, maintaining, and continually improving a business continuity system.
- ISO/ IEC 27001:2013 – Information Technology – Security Techniques: Information security is vital in the modern security landscape. ISO/ IEC 27001 provides requirements for establishing, implementing, maintaining, and continually improving an information security management system.
- ISO 10002:2018 – Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations: Customer satisfaction is a critical aspect of service provision. This standard provides guidance on handling complaints, which is relevant for private security companies aiming to improve customer satisfaction.
Services
Services in the security industry can be broadly bracketed into the following:
- Security guarding: This is a fundamental service where private security personnel are stationed at various locations to deter and respond to security threats.
- Surveillance and monitoring: Private security companies may offer surveillance ser-vices using technology such as CCTV cameras and monitoring systems to enhance security measures.
- Event security: Providing security services for events such as concerts, conferences, and private functions.
- Consulting and risk assessment: Offering expertise in assessing security risks, developing security plans, and advising clients on security measures tailored to their needs.
- Cybersecurity: With the increasing importance of digital security, some private security firms offer services related to protecting clients’ digital assets.
- Cash in transit: Cash-in-transit (CIT) services involve the secure transportation of cash and other valuables from one location to another. These services play a crucial role in the financial and retail sectors by ensuring the safe and efficient movement of money between banks, businesses, and other institutions.
- PSOs (Personal Security Officers): PSOs, or personal security officers, are professionals trained to provide personal security and protection to individuals. They may work for private individuals, celebrities, executives, or anyone who requires personal security. PSOs are trained to assess potential risks, implement security measures, and ensure the safety of their clients.
Current regulatory framework
PSI in India comes under aegis of the Ministry of Home Affairs (MHA) of Government of India (GoI) and currently functions primarily under framework of PSAR Act 2005 and Central Model Rules (CMR) 2020-21. Both pivot documents by design are generic and lay down only the broad guidelines but specifics on quality of services, metrics of accountability of principal employer, and training & skilling parameters need greater attention and due diligence of all stakeholders. State governments also need to define their policy framework in accordance with MHA of GoI.
PSARA 2005
Here are some key parameters and requirements outlined in PSARA 2005:
- Eligibility criteria: The Act specifies eligibility criteria for individuals and entities seeking a license to operate a private security agency. It includes requirements related to nationality, age, educational qualifications, and criminal background checks for key personnel.
- Licensing: Private security agencies are required to obtain a license from the appropriate authority to operate legally. The licensing process involves submitting an application, meeting the eligibility criteria, and adhering to the terms and conditions specified in the Act.
- Training standards: Private security agencies are required to ensure that their security personnel undergo prescribed training programs. The training should cover various aspects, including the use of force, handling of weapons, and customer service skills.
- Uniforms and identification: PSARA 2005 mandates that security personnel wear uniforms and carry identification cards while on duty. This is to ensure that they are easily identifiable and distinguishable from law enforcement officials.
- Background checks: Private security agencies are required to conduct background checks on their personnel to ensure that they do not have criminal records or any other disqualifying factors.
- Code of conduct: The Act emphasizes the importance of maintaining a code of conduct for private security agencies and their personnel. This includes adherence to ethical standards, professionalism, and respect for the rights of individuals.
It’s important to note that while PSARA 2005 provides a legal framework for the private security industry in India, detailed standards and parameters for quality may be further specified by the respective state governments. States have the authority to prescribe additional conditions and standards for licensing within the framework of PSARA 2005.
Central Model Rules 2020-21
Central Model Rules 2020-21 cover the aspects of application and conditions for grant of license and renewal of license, verification of character and antecedents of security guards and security supervisors, security training, standards of physical fitness, authorization of security supervisors, maintenance of registers and photo identity cards of security guards and supervisors.
Previous efforts towards the quality management
- Star Rating: Central Association of Private Security Industry (CAPSI) has been consistently striving for bringing the PSI at par with other sister industries like hospitality industry which braced up to be calibrated in terms of STAR rating of hotels as per global standards. CAPSI, QCI and CII made earnest efforts in this direction and considerable progress has been made to take it forward.
- CAPSI Certification: CAPSI forked out a proposal of certification of private security agencies (PSAs) to ensure quality of services and quality management of security operations which was lapped up by many PSAs since it had extended benefit facilitated in GEM portal while tendering. However actual implementation of ISO 9001:2015, ISO 18788:15 and ISO 41001:2018 is yet to transform on ground.
- Code of Ethics: A committee of think tanks comprising the leaders of the PSI was formed which resulted in formulation of Code of Ethics; now being followed by all PSAs.
- Rashtriya Raksha University (RRU): RRU over the years in short timeframe has proven to be the dark horse to power the training of security personnel and is likely to play a pivotal role in training and certification in future for PSI.
- Government’s Focus: The focus of the most of the parent ministries like Ministry of Finance and Ministry of Labor has been more or less unidirectional involving compliance part involving GST, PF and ESI. Apparently the standards of quality and services took the back seat and were left out to be handled later.
- Bureau of Indian Standards (BIS): MHA and CAPSI reached out to BIS for laying down the standards of quality and services from the point of view of end user (PE) and PSA. Two studies were carried out to identify the deliverables and desirables. As per latest inputs, BIS standards have been finalized and are under final considerations before implementation.
- National Credit Framework (NCF) and National Education Policy (NEP): The new Year of 2024 may shape up the entire eco system.
Conclusion
The combination of adherence to standards and the provision of a diverse set of services contributes to the effectiveness and reputation of private security companies. Clients often seek assurances that a security provider follows established standards and can offer a comprehensive suite of services to address their specific security needs. Additionally, standards and services help ensure accountability, transparency, and professionalism within the private security industry. PSI needs a 360 degree revamp to come to a structured, regulated and professionally managed system to deliver quality services linked to skilling ecosystem and National Education Policy (NEP).
*Views expressed in the article are solely of the Author
