Security Operating Standards are supplementary to the Master Services Agreement (MSA) agreed between the Client and CBRE. Should there be any conflict, ambiguity or inconsistency between the provision of the standards and any other agreement between CBRE and the Client, the more stringent provisions shall apply. Where a Security service provider has entered into a contract with the Client and CBRE is acting as a Managing Agent (MA), the more stringent standards / requirements of either CBRE or the Client shall apply. (Managing Agent status occurs when CBRE manages the security service provider on behalf of the client while the contract is between the security service provider and the client). Similarly, in the event of any conflict between national, international, or state / provincial regulatory and legal requirements (“Legal Standards”) and these standards or CBRE client standards, the legal requirement shall apply.
Where there is any conflict between national, international, or state industry standards (i.e. non-regulatory or legal) and these standards or CBRE client standards, the more stringent shall apply. These Standards do not include any Client-specific requirements, which may be flowed down to the CBRE Security service provider. These enhanced and / or additional requirements (e.g. above standard vetting or training or uniform etc.) will be recorded in a separate schedule by CBRE as an appendix to the Standards specific to a CBRE account, site, facility or cluster.
These Operating Standards apply in full to all CBRE’s Security partners, sub-contractors, associated companies and any other entity providing these services for the Security service provider for any reason. It is the Security service provider’s responsibility to check, audit, and ensure the partner, associate, etc. is fully compliant with these Operating Standards. The Operating Standards apply in full when the Security service provider is contracted to the client and CBRE acts as Managing Agent. While CBRE has a wide offering of Security services (either via Management or Principle Agent) certain services are not in alignment with overall CBRE delivery goals. These include services that involve armed Security guards, cash in transit, bodyguarding services; or any service that could adversely affect CBRE insurance coverage and / or reputation.
1. Introduction
2. Objectives of Security Operating Standards
SS-014 Ver 1.0 (May 23)
Confidential & Proprietary | 2024 CBRE Inc.
6. Useful links
The primary objective of Security Service Operating Standards is to set standardised, reliable, scalable and consistent management actions and delivery tasks to ensure successful and demonstrably effective delivery to clients. They seek to achieve the following objectives:
- Enable, support and drive a challenging environment for finding and deploying best practices in the management and delivery of security services
- Continuously seek to innovate, improve and validate security services to demonstrate ‘value for money’ and the value proposition of security services
- Maximise cost efficiency and value addition to help achieve the financial objectives of the organization, client and partners
- Provide a genuine business enabler for clients by providing effective security risk management, compliance and appropriate levels of customer service
- Offer a governance framework within which the partnership can operate to high ethical, service and commercial standards and demonstrate that we are doing so
- Deliver consistent, reliable, value for money and scalable security services to clients
- Provide CBRE security services users clarity around what to expect from their security service providers
- Set clear and consistent standards to enable a ‘level playing field’ between security service providers when procuring their services by preventing non-compliant and sub-standard providers from providing non-compliant or sub-standard security services. Further, this will enable security service providers to present security solutions based on their abilities
3. Application of Security Operating Standards
The Security Services Operating Standards apply across the lifecycle of the services provided by CBRE and the Security service provider. The lifecycle commences with the contract award and then through mobilisation, transition, transformation, operation and review. Different standards apply at different stages of the cycle. These standards exclude the bid process.
These phases of this lifecycle are summarised below for reference:
Business Development - Solution
Mobilisation & Due Diligence
Account Security Strategy
Transition
Transform
Operate and
Delivery
REVIEW
These standards form the basis for technical specifications to the Master Services Agreement (MSA) agreed between the security service provider and CBRE. They apply to all countries, sites and facilities where the services are delivered by the provider. The scope is documented in CBRE Standards Scope of Work to be agreed between CBRE and the security service provider for each site and facility. The specific service requirements for each site and facility are agreed and documented in the form of Service Level Agreements (SLA's) to be agreed between the two parties. It is the security service provider’s responsibility to develop, obtain agreement from CBRE and document the SLA's using the standard CBRE SLA template provided in this document.
4. Responsibilities
The responsibility of implementing the Security Services Operating Standards for the range of managed security services (or Consulting) rests with:
- CBRE Account Director
- CBRE Security Manager
- Security Services Provider and its partners; and any sub-security service providers under the security service provider’s control
5. Compliance requirements
CBRE has the responsibility to achieve and maintain compliance with these standards and provide evidence of compliance on an ongoing basis as follows:
- During Mobilization and Transition – Account Team will provide compliance statements to show progress towards compliance and details of any obstacles to compliance every two weeks. These statements will be provided to the Transition Director, Security Standards Director and operational teams during the handover from transition to the operational phase
- Post Mobilization – Quarterly compliance statements will be provided using the compliance checklist provided below. Compliance statements must be provided to CBRE Security Standards Director and the relevant CBRE account management
- Security Service Provider’s Performance Management and Quality Development – CBRE account team will monitor and measure security service provider through Key Performance Indicators (KPIs) based on these operating standards along with other contract management KPIs. KPIs will provide ‘Leading Indicators’ (Key Risk Indicators - to flag future potential issues) and ‘Lagging Indicators’ (to measure past and current performance)
- Scope change and growth – Whenever CBRE Security scope changes to include new sites, countries and services, following an approved change request, the account team will carry out the mobilization and transition tasks as described in these standards for each additional new site or country. During mobilization and transition, compliance to the service delivery elements of the standards may not be possible due to the transitional nature of the activities. Full compliance with the standards must be achieved for each new and transferred site, country and account within 3 months from date of CBRE commencing delivery of the services for each site
Link to Transition "Security Standards" - CLICK HERE"