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Securing CDW Building - Commercial property at the heart of Tsuen Wan

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91,000sqm  commercial retail and office tower over 27 floors 

1 centralised command centre monitoring real-time data from hundreds of CCTVs and smart sensors

16% savings in manpower 

50% improvement in incident response time

The Story

In the vibrant district of Tsuen Wan, the CDW Building stands tall, a testament to modern commerce and a hub of activity. Built in 1982 and later refurbished in 2017, CDW Building is owned and managed by HKR International, a major real estate player in Hong Kong. It is here that Certis Hong Kong has taken on the mantle of security provider, redefining traditional guarding service with a blend of time-honored practices and state-of-the-art technology.

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The Challenge with Managing Mixed Used Buildings

The CDW Building is one of the few buildings in Hong Kong to have dual functions, serving a mix of weekday officer-goers and everyday retail shoppers. The building also had undergone a significant refurbishment in 2017. This was when Certis was involved and proposed an innovative and cost-effective outcome-based model, moving away from the traditional manpower-intensive operations, to upgrade the customer experience at CDW Building. 

Guided by design thinking, Certis placed stakeholders at the center of their operations, adopting a problem-solving approach that encouraged innovation while empathizing with the customer's challenges. Our approach won us the contract, and as CDW Building’s chosen security partner, Certis set out to design a customised solution that leveraged technology intelligently, built upon the deep experience of Certis' talent, and utilised disciplined and robust operational processes.

Creating Outcomes that Matter

At the heart of Certis’ security strategy for the CDW Building was the creation of outcomes that truly mattered to the stakeholders involved. With our outcome-based model approach, we were able to not only significantly reduce and optimise the number of security personnel required, but have also resulted in higher efficiency because of the change of shift patterns. The incident response time has also been reduced, allowing for quicker resolutions and a more secure environment.

Security officers at CDW Building are now equipped to handle a wide range of tasks, extending beyond traditional security roles to encompass facility management issues and event coordination. This holistic approach ensures that every aspect of the building's operations is under vigilant oversight.

The implementation of Certis' Business Process Re-engineering and Operations™ (BPRO®) framework has led to several shifts in operations:

  • Smart Monitoring and Response: The transition to smart monitoring from the centralised command centre has allowed for a more optimal allocation of manpower and physical guarding requirements.
  • Dynamic Patrol System:  Our dynamic patrol system reduces the number of fixed posts required throughout the building. Officers now patrol multiple locations at fixed intervals, supported by enhanced monitoring from the Command Centre.
  • Facility Upgrades: Enhancements to operational flexibility through facility upgrades have further streamlined processes and improved response times.

These strategic changes have led to a decrease in manpower requirements and reduction in incident response time, allowing for quicker resolutions and a more secure environment in CDW Building.

As we continue to refine and enhance our security solutions, the outcomes we create at the CDW Building serve as a benchmark for the industry, demonstrating the effectiveness of integrating traditional security with modern technology to achieve results that matter.

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A Model Partnership Between Certis and CDW

Certis has been CDW Building’s preferred security provider since 2017, commencing with physical security, and later to the holistic solutions with Certis's unique Business Process Re-engineering and Operations™ (BPRO®) framework since 2019. The partnership between Certis and the CDW Building was built on a foundation of trust and a shared commitment to excellence. 

The management at CDW Building consistently praised the quality of service provided by Certis, often commending the effectiveness of the security solutions and the professionalism of the Certis team.

As the partnership between Certis Hong Kong and the CDW Building continues to deepen, it stands as a powerful example of innovation within traditional industries. The case study of their partnership is a narrative of vision realised, a challenge met, and a standard set for the future of security services. It's a story that illustrates how a company can honour tradition while pioneering innovation, ensuring the safety of a landmark for today and the future.

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