2 Ways Guard Tour Software Improves Physical Security Services

Trackforce

April 20, 2020 · 8 min read

Kodiak Security Services, Inc. was founded in 1996 in Spokane, Washington. The company employs 72 security officers, and its main contract is with Spokane International Airport, where it oversees both landside and airside security.

Landside services include ground transportation enforcement for taxis, buses and other vehicles, plus helping passengers with directions, city information and baggage. Airside security covers all airport operations past TSA, including spot checks on vehicles and keeping restricted areas free of trespassers. Learn more about the unique demands of aviation security services.

Kodiak has seen a lot of success since implementing Silvertrac, guard management software that is now part of the Trackforce family alongside TrackTik, in 2016. Here is how Kodiak used guard tour software to:

Decrease complaints about TSA by 50%
Reduce shift check-in time for an entire team to under 5 minutes with NFC tags

Because airport security is the largest part of Kodiak’s operation, that is where this story focuses. To learn more about Kodiak Security and the industries it serves, visit the Kodiak Security Services website.

Key takeaways

Reporting builds trust with partners.
Detailed, reliable reporting helped Kodiak earn the trust of TSA agents and prove the value of its Queue Line Assistance program.
Better service reduced complaints by 50%.
Pre-screening passengers before TSA made the checkpoint experience smoother for travelers and staff.
Checkpoints can be used creatively.
Turning each officer’s ID badge into an NFC checkpoint let a full team clock in in under 5 minutes.
Small process changes create measurable results.
Faster clock-ins put officers on post sooner during the busiest time of day.
Modern platforms go even further.
TrackTik combines guard tours, incident reporting, time and attendance and business intelligence in one system.

Case Study Snapshot

Detail	Kodiak Security Services
Company	Kodiak Security Services, Inc.
Founded	1996 in Spokane, Washington
Team size	72 security officers
Primary client	Spokane International Airport
Services	Landside and airside airport security
Software	Silvertrac guard management software, implemented in 2016
Key results	TSA complaints down 50% and team clock-ins in under 5 minutes

Kodiak Security Services at a glance.

Decreasing TSA Complaints by 50%

Kodiak has held a security contract with Spokane International Airport since the 1990s. Since the TSA was created in 2001, Kodiak has focused on landside and airside services.

It’s no secret that passengers don’t always get along with TSA agents. Most complaints come from agents confronting passengers about the strict rules for passing through security, such as emptying pockets and water bottles or taking off shoes. The CEO of Spokane International Airport wanted to change that, and with Kodiak’s help, created a program called Queue Line Assistance (QLA).

“A Kodiak security officer will pre-screen passengers before they get to TSA. Officers check boarding passes to see if they are TSA PreCheck or general screening, inform passengers of liquids rules, and give them information about how to get through TSA screening a little easier.”

At first, the relationship between Kodiak officers and TSA agents was a little bumpy. But Kodiak earned the TSA’s trust with strong, consistent security reporting in Silvertrac. Today, TSA agents and Kodiak officers work together well, and the results speak for themselves. Detailed reporting like this is exactly what TrackTik incident reporting is built to deliver.

“If you go to any airport website or Facebook page, 90 percent of the complaints are about how they were treated by TSA. Complaints about TSA dropped by 50 percent after we implemented QLA. And the TSA is a lot more trusting of our contribution because we have the reporting to back up our services.”

It is a clear example of how reporting turns a security provider into a trusted partner. As we explain in Vendors Get Fired, Partners Get Paid, reporting is what makes the work visible.

Better Shift Management With NFC Tags

Before Silvertrac, Kodiak’s clock-in process was inefficient. Every officer on a shift had to go to the office at the airport and call in to the main office.

Getting officers onto their posts and guard tours took too long, especially early in the morning, when the first flights were taking off and an entire team needed to clock in at the same time.

To solve the problem, Kodiak used its guard tour software in a creative way. Every officer who worked at the airport received an NFC tag for their ID badge, and Kodiak set up a dedicated property for clocking in and out. Instead of scanning physical checkpoints, each employee became a checkpoint and clocked in with their badge tag. It is a great example of running effective guard tours without traditional physical checkpoints.

“I thought I might be pulling my hair out to get the officers to clock in this way, but they’ve actually really taken to it. They appreciate that it saves them a lot of time and a lot of hassle when they need to start a shift.”

Now, when eight or more officers need to clock in at 3:30 a.m., they can do it in less than 5 minutes. Getting creative with checkpoints has made Kodiak’s operation much more efficient. Compare the options in our guide to checkpoint verification with NFC, QR and GPS.

Lessons for Any Security Operation

Kodiak’s results came from an airport, but the lessons apply to security firms of every size and in every vertical:

Solve the client’s real problem. Kodiak looked beyond its contract scope and helped the airport improve the passenger experience.
Let reporting speak for you. Consistent, detailed reports earned the trust of a demanding partner.
Use your tools creatively. A checkpoint doesn’t have to be a wall tag. It can be a badge, a vehicle or a piece of equipment.
Place checkpoints where they matter most. Use these 31 areas to consider when placing guard tour checkpoints.
Measure the result. Complaints and clock-in times are simple metrics that clearly show value.

How TrackTik Builds on These Results Today

Today, TrackTik, the security workforce management platform from Trackforce, takes these same ideas further for security companies and enterprise security teams.

Flexible checkpoints: A TrackTik guard tour system supports NFC, barcode, QR code, GPS and manual check-ins, with actions like logging incidents or opening report forms at each checkpoint.
Time and attendance: TrackTik guard management tracks time and attendance, guard tours, incidents and daily activity reports in one mobile app.
Client transparency: TrackTik security operations includes a client portal, so partners can see reports and operational overviews in real time.
Measurable performance: TrackTik business intelligence turns patrols, incidents and response times into dashboards you can share with clients.

As Kodiak’s story shows, the right software can drive measurable results in any vertical. Want to see what TrackTik could do for your team? Book a TrackTik demo.

Frequently Asked Questions

Guard tour software verifies that officers complete patrols and checkpoints, records incidents with evidence and gives managers and clients real-time visibility into the work. That accountability improves service quality, builds client trust and makes it easier to prove value at renewal time.

An NFC checkpoint is a small tag that an officer scans with a mobile device to confirm they were at a specific location at a specific time. A TrackTik guard tour system supports NFC, barcode, QR code, GPS and manual check-ins, so you can choose the right method for each site.

Yes. As Kodiak Security Services showed at Spokane International Airport, putting an NFC tag on each officer’s badge let an entire team clock in quickly without calling the office. TrackTik guard management also tracks time and attendance directly in the mobile app.

Kodiak officers pre-screened passengers before they reached TSA through a Queue Line Assistance program, checking boarding passes and explaining screening rules. Strong reporting helped Kodiak earn the TSA’s trust, and complaints about TSA dropped by 50% after the program launched.

Reports show exactly what officers did, when and where, which turns claims into proof. TrackTik incident reporting adds photos, video and GPS data to every report, and ReportPro AI helps officers write clear, professional reports quickly.

Yes. Airports have large, complex properties with landside and airside areas, strict regulations and many stakeholders. Guard tour software verifies patrols across the site, documents incidents and keeps partners like airport operations and TSA informed with accurate reporting.

Silvertrac and TrackTik are both part of Trackforce. TrackTik is Trackforce’s flagship security workforce management platform, connecting guard tours, incident reporting, scheduling, dispatch, billing and business intelligence for security companies and enterprise security teams.