Gallagher Security: Becoming a trusted advisor to government

ISJ hears from Simon Sheehan, Federal Security Expert, Gallagher Security.

At its core, a manufacturer’s responsibility to supply security solutions to government agencies transcends the immediate objectives of safeguarding critical infrastructure or countering emerging threats.

It embodies a profound recognition of the trust bestowed upon providers, which is predicated on the assurance that their actions will consistently align with the evolving needs of national security.

But when government bodies approach relationships with a ‘trust, but verify’ attitude, earning that confidence requires more than checking boxes – it necessitates an ethos of responsibility that’s woven into every fibre of a security manufacturer’s operations.

The foundation of trust

Nowhere is this principle more apparent than in a manufacturer’s ability to operate with consistency.

Consistency ensures that security solutions protecting personnel, sensitive information and critical infrastructure perform as expected over time, reducing the risk of vulnerabilities or failures that could compromise physical security.

When government agencies can rely on consistent performance and support from a manufacturer, a bond is forged with a level of confidence one could argue is priceless.

To achieve a high degree of consistency, a security manufacturer must first be capable of removing barriers that block control over production.

Those with in-house production models have an unmistakable advantage in this arena as end to end delivery ensures tighter quality controls and fewer opportunities for breaches.

Strong relationships with suppliers add a second degree of reliability by granting manufacturers the ability to circumvent potential product availability and support issues.

This concept has proven to be beneficial to all parties, playing a critical role in a consistent and stable delivery process.  

Additionally, manufacturers who stand behind their solutions and inspire confidence with warranty programs provide reassurance in product quality.

Unfortunately, warranties that align with government technology refresh cycles which can extend ten plus years are rare in the security industry.

Those who do offer programs that allow for five plus years of protection and include advance replacements alleviate many of the customer’s cyclical concerns.

Easily accessible document repositories of product offerings, onsite training certifications for new and continuing education, as well as standardised 24/7 technical support should be considered mission critical.

Additionally, manufacturer documentation stating government approved standards further provides well rounded support and commitment for real world applications.  

Embracing adaptability

Although consistency forms the foundation of trust between a manufacturer and government body, agility is what keeps that trust strong year after year.

Government agencies are prone to shifts in policy and operational needs due to emerging threats.

Combined with the already dynamic nature of the security landscape, manufacturers must prioritise agility to empower agencies with the necessary tools to address these evolving challenges.

Unlike the core tenants of consistency, which are deeply rooted in steadiness and repetition, agility requires flexibility, responsiveness and a willingness to embrace the duality of the two natures.

Manufacturers who practice agility with frequent advancements in their solutions – and then put those solutions to the test externally – establish an ideal balance between adaptability and consistency.

Adaptive security architectures, modular designs, rapid prototyping, continuous integration and deployment, real time monitoring and analysis and customer feedback loops keep security manufacturers ahead of the curve in delivering innovative solutions.

By voluntarily submitting these solutions to rigorous third party testing, manufacturers can prove that speed of deployment does not equate to a reduction in quality.

Critically, this philosophy prepares manufacturers to rapidly respond to unforeseen events.

In the aftermath of a security incident or breach, swift action is needed to mitigate the impact and restore security: With the ability to provide timely updates, patches and guidance to help agencies respond effectively, agile manufacturers help minimise damage from incidents without delay.

But before that can happen, security manufacturers must possess the ability – and willingness – to ask the right questions.

Establishing a rapport with government customers creates more meaningful interactions and a deeper understanding of their needs, pain points and challenges.

The capacity to listen, learn and deliver feedback among internal teams leads to continuous improvement in performance for individual customers and a manufacturer’s solutions at large.

Everybody wins.

Dedication and partnership

To achieve true agility, the priority must always be the customer relationship; but as has already been established, being a good security partner to government bodies is not an easy task.

Their requirements can be highly specialised and stringent with specific regulations, standards and protocols.

Furthermore, procurement processes, compliance procedures and security clearances can be complex and bureaucratic. Serving these unique needs necessitates more than consistency, agility or the willingness to balance the two.

It requires a dedicated team focused solely on developing government relationships.

In fact, it’s not only required – it’s imperative. Understanding the requirements necessary to comply with government-mandated directives is paramount to the success of both the manufacturer and the customer.

Dedicated teams with established familiarity in dealing with government entities understand their intricate administrative processes and can navigate them more efficiently, expediting the deployment of security solutions and making for a sustainable partnership.

A successful government team possesses a diverse set of skills and qualities akin to the Renaissance approach to versatility and proficiency across various disciplines.

The sales team should be multi-disciplinary, blending a mix of traditional selling skills, digital marketing knowledge, data analytics and customer relationship management.

The engineering team must embrace innovation and stay abreast of modern technologies and trends.

Additionally, both must embrace cross team functionality and communication to get the flywheel effect spinning and ready for whatever challenges come their way.

Raising the bar

For government bodies, the weight of national security priorities, evolving geopolitical tensions and strict compliance standards make choosing a security partner a complex decision.

As a result, the bar for earning their trust is exceptionally high and it’s one few security manufacturers can achieve.

Those who pass that bar do so by setting a higher standard – one that truly meets the needs of this special breed of customer.

About the Author

Simon Sheehan, Federal Business Development Manager at Gallagher Security, has 20 years of experience in the security industry and specialises in Federal government solutions.

Simon’s expertise crosses both civilian and military with an emphasis on DoD, DHS, DOI, DOJ, HHS and Department of State.