At the core of Skyguard’s personal safety service is our state-of-the-art, UK based, 24/7 Incident Management Centre (IMC). Here our highly-trained and experienced controllers respond to lone worker alarms and manage life-threatening emergencies on a daily basis. They summon the emergency services and our own National Response Service every day on behalf of our customers. Yet only a fraction of these have proved to be false alarms due to their rigorous training and the procedures they follow.
On behalf of our police customers alone, our IMC has protected an estimated 6,000 victims of domestic abuse, kidnapping and those on witness protection programmes. Many of these have led to arrests and successful prosecutions in court, facilitated by our audio recordings of incidents and the speed of police response that our service provided.
The success story of our IMC hasn’t been solely focussed on managing Skyguard alarms. In January 2010, our IMC became the first in the UK to be certified to the new Lone Worker Monitoring Service standard: BS 8484, which included the highest standard for Alarm Receiving Centres: BS 5979 Category 2, and ISO 9001 for our Quality Management System. This represents a huge achievement considering that BS 8484 was only approved in September 2009 and Skyguard was required to undertake a wide ranging evaluation process by inspectors of NSI – the UK’s leading certification body.
Find out about the range of personal safety devices available to connect to our IMC and to subscribe to our service online.
Having a fully operational disaster recovery site less than an hour’s drive away means that all our servers and databases can be duplicated both on and off site to ensure full data and disaster recovery, and the continual running of our service in the event of component failure. Should any of our servers fail, our systems will switch to the duplicate server with zero downtime.
Sufficient controller work stations are always online; at least half of them are fully manned at all times. A four hour UPS battery activates immediately should a power cut occur. This is backed-up by 80kVA auto-start diesel generator. All our IMC electrical wiring is duplicated and installed to the most stringent standards. All our device alarm numbers can be switched quickly to a new database or location, too; and in-house technical backup and support is always on hand.
We also monitor our systems 24/7 via server software, and onsite (and therefore able to resolve any technical issues immediately) Skyguard engineers perform hourly end-to-end system checks.
Since communication is vital to our service, we use an Avaya PBX telephone system, with evidence-quality voice recording of all calls, in and out. A dedicated, resilient telephony SIP Trunk handles all incoming alarms and outgoing calls to response services. This is backed up by a SIP Trunk (internet phone lines), multiple analogue phone lines, mobile phones and fax. Internet communications consist of a high-speed broadband line with a routed backup via a separate telephone exchange and service provider.
In September 2013, Skyguard’s Incident Management Centre became the first ARC in the UK to be awarded the ‘Secured by Design’ accreditation. This certification complements the Secured by Design approval of the MySOS personal safety device, making Skyguard the only lone worker provider in the UK to have an end-to-end accredited service. In order to meet these rigorous standards and keep your data and our staff safe, Skyguard's IMC offers protection from:
Our IMC provides this level of protection via the construction of: