The NCC has had a major facelift.


Over the past few months, the Glad Group has been investing a lot of time in developing the National Communications Centre. With a $3 million building and a host of staff on hand to respond to the security issues and other requests of clients, the centre has been a jewel in the company’s crown for some time, though there’s been a real push to make it truly stand out.

We recently sat down with Paul Jones, regional manager of Glad Security, to talk about what’s going on at the NCC.

Great techspectations

Paul came to Glad Group with 30 years of experience running monitoring centres and security services in Australia. He is now leading the response team through the NCC, and has been at the forefront of a number of major changes.

“The technology we’ve invested in is probably going to lift us by about 150 per cent of our capability.”

Paul says that the hardware at the NCC has been cutting-edge for some time, so Glad Security has been adding to the software to greatly improve operations.

“We’re using a new program that monitors all our alarms, and it’s allowing us to be very flexible in how we respond to them,” Paul began. “In fact, we can send some of the low-level alarms straight to the people that matter, whether they be the mobile patrol people or client – whoever that might be.

“The technology we’ve invested in is probably going to lift us by about 150 per cent of our capability.”

If there’s an intrusion alarm that goes off, the software creates a communication path to respond in the most appropriate way. The operator will be alerted, while the alarms are automatically prioritised by the software.

With a duress, for instance, it could come in on top of a low-level intrusion alarm or a late close. The operator will then click onto the alarm and be taken to that particular client. In that, the team has details on how to respond to it – whether it’s calling the police, local security patrols or the client.

The NCC can warn of incoming emergencies.The NCC can warn of incoming emergencies.

“We can capture video, too,” Paul continues. “If there’s a CCTV running in parallel with the alarm, we can see that through our software and conduct a video tour of the site to have a look around.

“When people turn the alarm on in that circumstance, the system takes a snapshot from the camera, which we can compare with video surveillance to see what’s gone wrong.”

The system also makes it possible to geofence buildings and send out warnings should any natural disaster or other risk take place nearby. It’s a level of sophistication that is now possible thanks to the innovation in property management. But what’s next for the NCC?

The future is bright

With more than 2,500 staff members in the field, Paul says the Glad Group is investing in people to secure a bright future.

“We’re concentrating on technology, and I want to augment our people,” he continued. “One of the things I’m integrating is a lone-worker platform, so we can monitor if a person in the field is OK.”

Another innovation is in the world of drones, and using this technology to reduce a professional’s workload, while only making security services better at the same time. This would be an industry-first operation, and shows how exciting it is to be in the security sector at the moment.

The new NCC is a big step for Glad Group, and shows just what is capable in security.