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Balancing Technology and the Human Touch in Security

In an era where technology's rapid advancement often seemingly overshadows the critical role of human expertise, Wilson Security stands out by valuing its 6,500+ security professionals as much as its Electronic Security innovations.

We recognize that the unique human qualities of oversight, intuition, and expertise are irreplaceable in the security sector, especially in managing services, systems, and their capabilities. Yet, we also embrace the transformative potential of new Electronic Security technologies to enhance every facet of our services.

As we navigate this dynamic landscape, three key trends emerge as pivotal in shaping the security industry's interaction with technology:

  • Data utilisation
  • Systems convergence
  • Mobile adoption

Each of these trends offers unique opportunities and challenges, and at Wilson Security, we're committed to integrating them seamlessly with the invaluable human element. This best practice approach ensures a well-rounded and effective security solution that seamlessly integrates the best of both worlds.

In a world where technology is often seen as a cure-all, this article highlights why comprehensive security solutions require more than just advanced systems—they need the human touch.

To understand how we're unifying new technology/Electronic Security capabilities with the human touch, let’s first briefly explore these emerging trends.

Emerging Trends

Thanks to the emergence of these three key technological trends, human decision-making is becoming increasingly enhanced within the security industry. 

Data Utilisation 

Data utilisation continues to drive many aspects of the security industry. 

As traditional facilities – such as mining, transport, energy, and water facilities – increasingly come to adopt new technology solutions, data plays a vital role in threat detection as new risks emerge or old ones evolve. From service delivery to business strategy, data informs decision-making and enhances what is possible in protecting people and places across the country.

The potential for data is limitless. Predictive data analysis from sources like mobile CCTV, workforce observations, drone surveillance, or access control systems helps personnel target their efforts and identify risks far more accurately. Insights from data also help businesses scale up or down and automate security processes cost-effectively. 

Data analytics and artificial intelligence are also vital for the second emerging trend of 'systems convergence'.

Systems Convergence

Powerful technologies like AI and Machine Learning now store and process vast amounts of information from various sources.

Surveillance equipment, access control or people management systems through to human observations and insights converge to support better decision-making for businesses and security teams. This convergence of systems is vital as more facilities are digitised because of the COVID-19 pandemic.

This means there is an ever-greater focus on how security solutions and systems work together to protect property and people more seamlessly. This is where smarter use of mobile systems supports prevention or detection and targeted action by security teams.

Mobile Adoption

New mobile and autonomous security solutions help to protect workers and customers while enhancing what security teams can do on-site. 

Mobile solar CCTV and drone surveillance technologies are forming an important role in this expansion towards greater automation, freeing up the security workforce to upskill and develop more advanced capabilities. 

At the same time, mobile adoption saves businesses substantial expenses because of preventative detection and faster threat responses. 

The Invaluable Human Touch 

New technology will never replace the need for human interaction and capabilities within the security industry. Instead, it requires our intuition and expertise to help it perform its role. 

With advanced CCTV, AI-driven analytics and automated processes, the human element remains more critical than ever.

For mobile patrols, while technology can help monitor a site, security personnel bring emotional intelligence to the table. They can assess subtle nuances, de-escalate tense situations and offer a reassuring presence that automated systems can't replicate. They can also anticipate human action and intent to act according to the context of a situation free from the sort of algorithmic training model that digital systems might be restricted by.

In retail security, technology can flag suspicious activity. But it's the human who can best distinguish between the behaviour of a genuine shopper and a potential threat and what response is safest within any given scenario. Sometimes, it's important not to act for the safety of surrounding people, and a human is best able to make this call.

Intuition, empathy, and a nuanced understanding of how humans interact and behave are crucial in any security setting. These elements ensure that security measures and technologies are efficient, appropriate, and considerate of human values and emotions. This will never change.

Technology To Augment Rather Than Replace

The development of Wilson Security's RAPID App revolutionised how mobile patrols support customers nationwide. With this technology, the Mobile Patrol team can track, report, and monitor every stage of an alarm response while keeping relevant stakeholders, including the National Operations Centre, informed. 

Using handheld devices, personnel share information in real-time, such as alarm response details, patrol route navigation and other essential information to decrease response times. 

As mentioned earlier, data collection and processing are now crucial in helping protect businesses, people, and the community by detecting or, in some cases, preventing threats. 

DASH

Our self-service reporting and business insights portal, DASH, was developed in response to our customer's growing need for easier and more efficient access to service or system data for better decision-making. 

DASH pulls data from operational and reporting systems and securely stores it through an on-cloud application. Wilson Security controls the data to ensure it is protected.

The DASH platform helps people make informed decisions by seamlessly enabling easy access to critical information and opening up opportunities for greater facility management. 

Information on energy use, maintenance concerns, resource utilisation, and overall security helps customers reduce costs significantly and supports achieving their business objectives or guiding principles. 

What Are We Doing To Secure The Future Of Human Insights?                          

Whether it be online platforms, apps, or advanced security technologies, Wilson Security's core strategy for technology adoption involves removing hurdles for clear communication wherever it's required across our networks. Transparency and efficiency underpin technology adoption, supporting our people to make smarter decisions. 

Emotional intelligence, empathy, and passion underpin strong decision-making in the security industry. Government research has identified a growing need for skilled security professionals nationwide, so we're all too aware of how important it is to nurture our people's skills and passion. 

New technology such as virtual reality scenario training, mobile workforce tracking and data analytics skill acquisition, as well as tailored training for customer service excellence or more effective management of occupational violence and aggression, needs to support and enhance the strengths of the workforce, which is a core focus of our approach into the future. 

Embracing The Future Of Security

In conclusion, balancing the latest Electronic Security Solutions with the indispensable human touch in security is not just a trend; it's a necessity. 

As we've explored, integrating advanced systems like AI, data analytics, and mobile solutions with security professionals' nuanced understanding and emotional intelligence creates a more robust, responsive, and efficient security landscape.

At Wilson Security, we're committed to pioneering this balanced approach, continuously evolving our solutions to meet the dynamic challenges of security in today's world. We understand that the synergy between electronic security and human insight is the key to providing superior security services. 

Contact us today to learn more about our innovative security solutions and how we can tailor them to meet your specific needs. 

Written by Jaime Kendler-Arnold