3,054
MeasuredGuarding-desk cases with a recorded outcome.
Module — Remote workforce
A dispersed workforce. Every shift obligation on the record.
Book-ons, book-offs, check calls and anything a worker rings about. The desk reads the relevant playbook, follows up, records the outcome and brings a person in when judgement is needed.
Set up with you on a call — not self-serve.
For security guarding, facilities, care, logistics and field service — wherever shifts run across sites.
OverwatchWork replay
Arranging coverthe likely route
Call
Verify
Act
Close
Call connectedRecorded event
·Looked up the officer
look_up_officer·Verified the site
verify_site×Call failed
arrange_cover↳Voice agent → Controller
Waiting for a personHuman decision
·Following the arranging-cover playbook
Outcome recordedmap v1, as drawn
IllustrativeSynthetic example · inferred steps labelled
Measured from our own live security control room · 1 September – 14 October 2026. See the figures and their basis ↗
The work
What the desk handles.
Book-ons, check calls, late attendance and arranging cover, across sites.
- Book-ons
Check who is due, chase the missing confirmation and record the outcome.
- Book-offs
Follow up the end of the shift against its procedure.
- Check calls
Work the obligation at the time the SOP sets.
- Late attendance
Establish what happened and bring the manager in when needed.
- Arranging cover
Work the cover procedure; committing someone waits for a person.
- Incidents & incoming calls
Record the worker’s report and follow the relevant procedure.
The numbers
Measured on the desk.
1 September – 14 October 2026. The figures describe real security operations, not a forecast for another sector.
94%
Measured94.1% of 3,054 workforce cases closed by Aptic alone.
33%98%
Measured vs operatorAptic 98.3–98.4% (98.3% with the test site and placeholders removed). Before: the operator's own 33%.
10%100%
Measured vs operatorBefore: the operator's own 10%.
7–21 a week0
Measured vs operatorBefore: misses on the staffed desk, operator-reported, 7–21 a week.
Common questions
The questions worth asking.
What if someone asks for a person?
25% of callers did Measured, and most said so in their first sentence. It hands over rather than persisting, and the case carries what was already established.
158 of 637 after setting aside 60 passed to the alarm desk, judged from what they said. 122 of them in their first sentence.
Does it chase people at night?
It works the obligations the procedure sets, at the times the procedure sets them. Items left unrecorded fell from 7–21 a week → 0 Measured vs operator.
Recorded does not mean nothing was missed: some note promises reached only the case log.
How much reaches our managers?
6% of book-on cases Measured. The reasons are counted: the worker not answering, a system or app problem, a manual step, or cover needed.
39 of 665 book-on cases escalated: worker not answering 17, system or app 9, a manual shift-system step 6, cover 5.
Measured from our own live security control room · 1 September – 14 October 2026. See the figures and their basis ↗
The other module
Alarm & dispatch
LiveSomeone on the way in about a minute.
67 s
ring to dispatched
Measured vs operator34 s
to verify the location
Measured
- Playbooks
- Versioned procedures
- Tools
- Granted per tool
- Answers in
- 2 s Measured vs operator
- Escalates to
- A named person
- Hours
- Set by your procedure
Alarms, keyholder and access, intercom, and the calls that arrive at 3 a.m.
For alarm receiving, security dispatch, facilities emergency response and out-of-hours desks.
See the module →One platform. Different procedures, different calls, and a separate set of numbers to hold the desk to.
Start with one desk
Your operation,
with agents.
Start where the pressure is: a pilot on one desk, measured against your own baseline, with the numbers agreed before it starts.
