How we’re simplifying crime reporting

In their recently published annual crime survey, The British Retail Consortium (BRC) reported that retail crime is at an all-time high having risen by 6% against 2016 to a staggering £700m.  The number of violent incidents has also seen a huge increase and reflects a growing concern in society around the challenges facing the retail industry in the UK.

When crime and security incidents occur in our stores it’s really important that every incident is logged. This enables our Retail Support Centre teams to monitor and analyse crime data and ultimately drive the actions and changes that help to keep our colleagues safe. The safety of our colleagues is always a priority, and we’ve listened to store colleague’s feedback on the existing reporting process – one of the biggest concerns our colleagues have raised is how time consuming it is for stores to report security incidents. Unfortunately this often leads to only a small number of incidents being reported, especially if it is relatively low value theft.

A Mobile Solution

Kingdom 1We’ve listened hard and based on this feedback we have been working with Kingdom to develop an app that will make this much easier for store teams to log minor security incidents. It’s stressful enough for our colleagues when they have to deal with incidents in store, so anything that can simplify the crime reporting process for our colleagues is hugely beneficial for our coop.

We recently released Kingdom Konnect – an app that give stores an easy and simple way to log incidents on their mobile devices. So after an incident, instead of having to go back into the office and log on to the PC, colleagues can now complete security incident reports on the go – whether it’s on the shop floor, at the kiosk, or in the warehouse. The app gives our colleagues a quick and easy way to log minor shoplifting and anti-social behaviour incidents – and it takes less than a minute to do. Many colleagues are already using the app, and we’ve heard some great feedback so far

“This is amazing! It’s easy to use and no excuse not to report crime….”

Liam, Cambridge

“It’s really brilliant to use – Everyone is using it. Logging incidents is much quicker than before. The ease of it is that it’s in your pocket so you can use it as soon as an incident happens”

Ian, Dunscroft

“It’s so much easier than logging it on the back office”

Hannah, Somerton

The information logged via the app is vital, as it allows us to gather greater insight and understanding of crime in our stores. Having access to this information in turn helps support centre teams make the right decisions for colleague safety and allows us to react with resource where needed.

Jamaal, our Guard at Butcher Hill has been using the new App

All stores will be given access when store tablets launch later this year, however we know from listening to colleagues that they welcome the opportunity to use their own devices in the meantime. So, if colleagues choose to, they can download and access from personal devices (Colleagues should see week 9’s Bulletin for info) . We’ve seen a fantastic number of colleagues starting to use it already. This is a great step forward in simplifying crime reporting for our stores, but we haven’t finished yet. Later in 2018, we have plans to introduce an all-encompassing Health and Safety system that will be accessible from our store mobile devices which will bring further improvements to help us support the safety of our colleagues in store.

Keeping our Stores Resilient

Keeping our Stores Resilient

Our role as the Retail Resilience and Response Team is to be the first to react when issues or incidents cause disruption to our stores. It’s our job to provide the intensive support our colleagues need by ensuring that any incidents that affect them are understood and dealt with quickly to allow our stores to continue to trade.


Maintaining Continuity

It’s unavoidable that sometimes incidents will impact our shops, and when this does happen, it’s our role to act as the interface between Stores and Support Centre functions to ensure that normal operations resume as soon as possible. Central to this is providing a 24 hour response to critical incidents that require business continuity or RIMT (Retail Incident Management Team) invocation.

We do this by acting as a co-ordinator for the Stores behalf, providing a hyper-care  process, liaising closely with support desks and performing root cause analysis of incidents. We escalate issues where required and instigate wider business continuity plans  in order to gain traction to resolve issues and return stores to trading with minimal effort and impact to the store.

Support when it’s needed most

Just last week, colleagues at our store in Nursling were affected by a serious armed robbery.  When opening the store, colleagues were subject to a robbery during which four men armed with crowbars took money out the safe and tills, and all the cigarettes from the gantry. The two colleagues were locked in the office, with cages barricaded against the door.

In the aftermath of the incident, the Resilience and Response team co-ordinated a great response from key support centre functions to minimise the disruption to the store and to support colleagues.  Colleague welfare was prioritised, with affected colleagues referred to counselling. In addition to this, the team sent in the store’s Risk officer to provide further support, arranged for replacement till drawers, and equalised the stores hours.

We also supported the store with the many other fixes they needed to help get them up and running – including looking at hours with TARA and chasing work orders with the Facilities team, and in this instance the store was able to resume trading later that day.

 “It was amazing service from everyone, absolutely amazing – Emily from Response has been absolutely wonderful – all the store managers to Area Managers right up to our Divisional Managing Director have been brilliant, the level of support you brought in from the Response team has been amazing

Jan, Nursing Store.         

When our stores face disruption, we’re there to support them through it, but it doesn’t end there. To ensure we can continue to co-ordinate this support, in the background we’re continually gathering data and insight for analysis which is crucial to enable the business to make informed decisions to drive continuous improvement. This means we can continue to be there to provide the best possible support for store colleagues when they need us most.