An ISO 9001-2015 & ISO 18788 – 2015

Certified Company

RESPONSE TO REQUEST FOR PROPOSAL FOR

HCL TECHNOLOGIES– PHYSICAL SECURITY GUARDING
SERVICES

SUBMITTED BY:
JAGUAR SECURITY SERVICES PVT. LTD.
Eco Towers, Plot No. A-14
Sector 125, Noida-201301 (UP)
Ph. - 0120 4852400
Fax –0120 4852411
Mob – 09971161141

rd
03 April 2020

1
Contents
COMPANY PROFILE

A. JAGUAR PROFILE............................................................................................................................................................ 4
B. CLIENT REFERENCE....................................................................................................................................................... 16
C. 5 MAJOR CONTRACT WON – LAST THREE YEARS.........................................................................................................17
D. LIST OF 03 MAJOR CONTRACT LOST IN PAST 12 MONTH............................................................................................18
E. ACCREDATION & MEMBERSHIP...................................................................................................................................18
F. INSURANCE HELD BY COMPANY..................................................................................................................................19
G. AUDITED FINANCIAL STATEMENT FOR LAST 03 YEARS................................................................................................19
H. GOVERNANCE CUM COMPLIANCE MODEL..................................................................................................................20
I. COPY OF LICENSE REQUIRED TO OPERATE...................................................................................................................23
CLINET DELIVERY MODEL

J. PROFILE OF KEY RELATIONSHIP MANAGER.................................................................................................................25

K. TRAINING INFRASTRUCTURE AND MODEL..................................................................................................................26
L. STATE OF AUTOMATED MIS.........................................................................................................................................29
M. LIST OF SOPS / PROCEDURES, REPORTS, CHECKLISTS.............................................................................................29
N. DELIVERY GOVERNANCE MODEL..................................................................................................................................30
O. CUSTOMER SATISFACTION SURVEY PROGRAM (ALONG WITH SAMPLES...................................................................32
P. MATRIX TO EVALUATE PERFORMANCE OF THE VENDOR ON PERIODIC BASIS...........................................................32
Q. COMPLAINTS MANAGEMENT PROCESS.......................................................................................................................32
R. INCIDENT MANAGEMENT PROCESS.............................................................................................................................33
S. SUSTAINABLE AND EFFECTIVE EMPLOYEE EXPERIENCE...............................................................................................33
T. TECHNOLOGY OFFERING..............................................................................................................................................34
QUALITY SYSTEM & BCP

U. ISO 9001:2015 & 18788:2015 CERTIFIED COMPANY....................................................................................................36

V. PROCEDURES, TOOLS, POLICIES TO MEASURE & ASSURE QUALITY OF WORK............................................................38
W. BUSINESS CONTINUITY PLANNING (BCP)................................................................................................................39
OPTIMISATION OF OPERATIONS

X. ABILITY - OPTIMISE OPERATIONS LEADING INTO TANGIBLE BENEFITS.......................................................................41

Y. CASE STUDY.................................................................................................................................................................. 42
VALUE ADDED SERVICE

Z. VALUE ADDED SERVICES WITH ENGAGEMENT MODEL...............................................................................................44

STRATEGISE AND EXECUTE TRANSITIONS

AA. PROPOSED SOFTWARE, SYSTEMS AND REPORTING CAPABILITIES.........................................................................45

BB. PROPOSED TRANSITION STRATEGY.........................................................................................................................48
CC. MATRIX SHOWING KEY RISKS RELATED..................................................................................................................48
DD. CASE STUDIES FROM PAST W.R.T TRANSITION EXPERIENCE..................................................................................48
DEPLOYMENT PLAN

ANNEXURES

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 SECTION 1: COMPANY PROFILE

3
A. JAGUAR PROFILE

Jaguar Security Services Pvt. Ltd. was founded by Brig (Retd) TS Sirohi in 1990 having an illustrious
career with the Army, decided to use his vast experience in the defence forces to provide the much
needed security cover to the corporate world.

The current MD Col (Retd) Arvind Sirohi served the Army for 21 years and took premature
retirement in 2009 and has since taken over the mantel of Jaguar Security Services Pvt. Ltd. Col
Sirohi had an outstanding career in the Army, which included extensive service in counter insurgency
areas, Special Forces (NSG) and sensitive assignments with the United Nations in Africa and the
Ministry of Home Affairs and Ministry of Defence. He has been instrumental in adding specialised
security services to the existing conventional guarding profile of the company.

The current CEO, Manoj Varma is a former tank man from the Indian Cavalry. An alumnus of the
National Defence Academy, Manoj served with the elite Black Cat Commandos and the Indian Army
for 10 years with distinction and won numerous awards. A winner of the prestigious Sword of
Honour and Presidents Gold Medal Manoj has trained leading organizations in aviation security and
disaster management. After leaving Army, Manoj worked with various MNCs handling their
corporate security. He was the Head of Corporate Security for Goldman Sachs for India before
joining Jaguar Security Services as CEO in 2012.

Jaguar has a strong list of successful clients through the years and offers a full range of security
services. The services include professional corporate security, industrial security, ware house
protection, executive protection, events security, control room management, offsite mail screening
centre etc. With ‘Quality over Quantity’ as the motto, Jaguar seeks to provide professional security
personnel with exemplary standards of professionalism in execution of their duties.

Jaguar specialises in all facets of the security services with high focus on physical security, crisis
management, event security, static guarding, risk assessment and asset protection.

Jaguar is an ISO 9001:2015 & 18788: 2015 certified company having presence in all major states in
India. The company is in full compliance with Indian law governing the industry and has the proud
privilege of providing high end security services to key corporate in India.

Please refer Annexure - Incorporation Certificate & Management Profile

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GEOGRAPHICAL PRESENCE
Jaguar is based out of Noida. We have regional offices in Bangalore, Mumbai & Kolkata. In addition
where we have "fixed" activity and we deploy local agents, a local RM (Risk Manager) who is utilized
and trained to oversee the QA (Quality Assurance) as defined by the protocol.

If it is a low magnitude, the RM is the person in charge and the "on-ground" point of contact,
reporting to a nearest selected "hub". That "hub" will create all the additional support needed in real
time.

If we have a "fixed" activity, large in magnitude, Jaguar opens an office which is used as a supporting
logistic and operational hub

Business Verticals

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ORGANIZATIONAL STRUCTURE

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OPERATIONAL CAPABILITY

 We have presence in all major states with Zonal offices located at Delhi, Mumbai,
Kolkata and Bangalore.

 Dedicated Field Officers & Training Officers in these locations to successfully run
operations. We have Regional Manager in South, East, West and North who
independently look operations in their respective regions and report to our HO in Noida.

 Inventory managed locally in these locations.

 Liaison with local authorities.

 Capability to expand team as per client’s requirement

 Team strictly follows the SOP’s and instructions given by client

 Capability to provide replacements/relievers to cater for leaves and absentees.

 Regular audit of security procedures/site surveys and recommendations from our

Operation Team to enhance service levels and to fill in the gap if any.

 Daily/weekly reporting to the concerned person/department.

 Regular visits to the sites to assess performance of our team and meetings with
the managers to get their feedbacks and to resolve any queries they may have.

 Monthly/quarterly training programs to enhance service levels

CUSTOMER SERVICE

1. Part of the high-end solutions, Jaguar provides Quality Assurance. With that, beside
our internal checks and balances, comes the feedback received by the client.
2. Jaguar, as part of the need analysis and expectation definition, will compile the
operational SOPs needed for the officers’ on-ground. These SOPs will define the
SOW expected.
3. Together with the training the officers will have the proper toolset to supply the
level of service.
4. Any irregularities will be dealt immediately to the full satisfaction of the client.

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 5. Less hierarchical and direct access to MD/CEO for any operational issues.

There are 4 levels of support to the client

Problem level Designation

Level 1 (first point of contact) Field Officer

Level 2 Manager Operations/ Regional Manager

Level 3 Vice President – Operations

Level 4 CEO/MANAGING DIRECTOR

Since Jaguar is process oriented, any compliant or irregularity found will be filed and
processed for the total solution needed.
Once problem solved, a re-evaluation process will commence to prevent a re-
occurrence from happening.

COMPLIANCES
 Valid licenses to run security agency under Private Security agency Regulations Act 2005

 Fully compliant with all labour laws and other statutory regulations (ESI, EPF,
ST, LWF, PT etc.).
 Employees not covered under ESI are covered under GPA, GMS.

 Workman Compensation and Third party Liability policy.

 Wherein the deployment is 20 or more than 20, we obtain contract labour license.

 All deployed manpower with proper police verification.

 Complete documentation/verification for deployed manpower.

 We maintain individual files for each individual at HO and Regional Office

 All compliance registers and documentation always ready for audit by client or by third party
auditor

Please refer Annexure – Compliance & Audit Framework

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GROUP MEDICLAIM POLICY, GROUP ACCIDENTAL POLICY AND WORKMEN
COMPENSATION POLICY

To safeguard the interests of our employees and their families we have undertaken certain
insurance policies to cover any unforeseen circumstances.

 ICICI Lombard Health Insurance Policy with sum insured of Rs. 3 Lacs per employee
 ICICI Lombard Personal Accident Insurance Policy with sum insured of Rs. 10 Lacs
 Religare Health Insurance Policy with sum insured of Rs. 3 Lacs per employee.
 Religare Personal Accident Insurance Policy with sum insured of Rs. 10 Lacs
 TATA AIG Commercial general liability policy (CGL) with sum insured of Rs. 14.40 Cr
 Workmen Compensation Policy from ‘TATA AIG general insurance company.
 Group Term Insurance policy form Aditya Birla – 5 times of Annual CTC

Please note that Group Mediclaim, Group Accidental and Workmen Compensation
policies are only for those employees who are not covered under Employee State
Insurance

OTHER EMPLOYEE BENEFIT SCHEMES

 No deduction for uniforms (2 sets of uniform are issued)

 All covered under ESI and/or other insurance policies to safeguard them as
well as their families

 Salaries are paid on or before 7th of every month.

 Salaries processed through ICICI or Axis Bank payroll cards.

 Referral programs.

 Advances

 Accommodation provided for large deployments.

Please refer Annexure – Compensation and Benefit policy

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TRAINING PROFILE

Jaguar Security Services has approved training centres and across PAN INDIA and also has in-house
training centres to carry out refresher courses/regular trainings. Training is imparted as per the
syllabus outlined in Private Security Agency (Regulations) Act, 2005

TRAINING ASPECTS

All Security Personals are given extensive training at our Training facility at various locations.
Training would include the following aspects

 Physical Security
 Fire Fighting, crisis response and disaster management.
 Security of office assets, security of building/premises
 First Aid Techniques.
 Soft Skills, Personal hygiene
 Recognize hazardous material
 Conduct towards Visitors, Vendors, VIPs Employees, House-keeping staff, courtesy and
salutations etc.
 Frisking. Back /Front Gates, material exit / entry etc.

 Familiarization with Fire Safety and Security Alarm Systems and other security related
equipment.

 Inventory Management (Material In/Material Out).

 Site specific training.

 Physical training.

 Firing training for Armed Guards

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 TRAINING METHODOLOGY
Pre-induction Training Although the individuals selected would be trained in aspects of
security, each individual would undergo a training capsule tailor made for the specific
requirement. Training would include physical and psychological aspects of protection, nuances
of Security Officer Protection, first aid and crises management training,
Post Deployment Training Regular on-site training would be instituted by Jaguar Security.
Deployment After completing the training program the individuals would be deployed on their
duty station. It would be ensured that representative from Jaguar is present for smooth
deployment of the Security Personals.
Training Onsite Jaguar would arrange and ensure the training on site to its Security Personals
considering organization requirements related to basic obedience, patrolling, firefighting skills,
Security Officering and security duties. In addition mock drills and emergency responses would
also be trained once a month.
Periodic Checks Periodical checks (usually monthly) would be carried out by an appropriate
level official of Jaguar Security to check efficacy, role understanding and preparedness of the
Security Personals. Comprehensive record of such checks conducted would be maintained by
the Supervisor. Monthly reports of ‘surprise checks’ and incident based reporting shall be
originated by the Team Supervisor to our client. A monthly internal review report would be
submitted by Jaguar to our client with clear mention of plan of action in the case of individuals
found not meeting the excellence standards.
Refresher Training Based on the initial risk assessment and monthly internal review reports, Jaguar
Security would identify training needs for the Security Personals and have a refresher training
calendar, which will be submitted to our client. A report of training conducted; with complete details
of the Security Personals trained, those not trained and the topics covered would be submitted to
our client. Topics that must be included amongst others appropriate to the assignment are

 Assignment procedures and emergency drills

 Observation techniques
 Soft skills to include communications skills, dress and bearing,
 Ethics and professionalism
 Emergency responses

TRAINING STAFF
 Experienced JCOs/NCOs from the Armed forces for basic training in mannerism, dressing and
saluting.
 Certification in Corporate and Industrial Security , Safety & Intelligence,
 Normal age profile- 32 years to 50 years,
 In house team for firefighting lessons,
 In house trainers for electronic equipment’s like CCTV, access control etc. (Client specific)
PROFILE OF SECURITY PERSONNELS
Security Personnel would be handpicked from top professionals in the field. The process would
be in consultation with nominated representatives of client. Each individual so selected would
meet the laid down stringent norms of physical fitness and psychological profiling to suit the job.
In addition each individual hired would be based on recommendations from in service superiors
regarding his professional acumen.

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 All our Security Personnel are well educated and have prior experience in field of security. We make
sure their proper police verification is done within a stipulated time after their recruitment in Jaguar.

QUALITY MANAGEMENT SYSTEM (QMS)

Our QMS provides quality assurance in all security-related activities and functions from the start to
finish commencing from pre-deployment activities and extending to deployment and post-
deployment monitoring and service level enhancements. The QMS is described in paragraphs as
under:
Initial Assessment: Our consultants carry out a thorough assessment of the project and the security
needs. The assessment report will include the current situation setup, findings and gaps, and the
solution vertical as we see it. On approval from the client, the initiation of the solution commences.
This invariably comprises also of reviewing of Clients Operating procedures and creating them
wherein none exist.
Recruitment The process is initiated by listing out various Job descriptions for security staff required.
Profiles of each category of security staff are thereby made and approved by the client for selecting ideal
candidates. Each selected candidate is approved by the client for suitability before deployment. Jaguar
has the reach and access to procure quality manpower from the likes of Defence Forces, Para Military
Forces, Special Forces and the civilian market

 Initial Training- The training modules are tailor made by JM to suit individual Job
Descriptions. Other than basic training in security modules also include law enforcement
skills, decision making under pressure, profiling, suspect neutralization methods, basic
medical support (First Aid) and rescue, evacuation tactics and facility security tactics. If the
JD requires additional skills, Jaguar has the ability to extend the training scope to match a
specific need.
 OJT- Selected candidates after completion of Initial Training will undergo a few days of OJT
conducted by our trainers and consultants. At the end of the OJT, the candidate will be
"operational" and commence to work on site.
 Continuous Training - Training for the staff are carried out on regular basis and formalized as
weekend training which basically comprise of Case studies from weekly incidents,
enhancements required and correcting weaknesses noticed. Drilling and testing of staff and
procedures form a vital part of continuous training.
 Bi-Monthly Training and Quantifications - The Agents will maintain a high physical and
tactical ability and will have to pass a continuous "Operational Fitness Test" once every two
months, held by the Jaguar supervisor. Other than continuous training which is held every
week, each Agent participates in a one day training seminar twice a year, where he refreshes
and fine tunes the operational capabilities needed, such as: Krav-Maga, security
methodologies and procedures, etc.
 Deployment and Implementation: The whole process is pre-planned, approved by the client,
and supervised closely by the consultant and Jaguar management until stabilization. Mid-
course corrections and changes in deployment patterns and restructuring if required are
suggested regularly to enhance the security service delivery.
Please refer Annexure – QMS policy

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VALUE ADDS
Seamless Up Gradation of Security Levels: Jaguars’ has enviably one of the best specialized vertical in
high end security spectrum in the country. With this in-house capability, there exists the ability to
seamlessly upgrade the security infrastructure during escalated threat scenarios. E.g. Crisis Management
Solutions, Executive Protection, Quick Reaction Teams etc.

Unarmed Combat/Self Protection Training: We have in-house ability to run UAC training to staff of
HCL occasionally as a value add.

Security Awareness Training: In collaboration with our Israeli partners we have the ability to
conduct security awareness training for HCL staff covering international best practices suited for the
Indian environment.

State of the art ERP: (Enterprise Resource Planning) Software from Canticle Software. We have
implemented modules for billing, payrolls, HR, administration, inventory etc for seamless and
effortless functioning of all departments.
Cashless Disbursement of Salaries: We have exclusive tie ups with ICICI Bank and Axis Bank for
payroll cards. Salaries are transferred to the individual’s account on or before 7 th of every month.
State of the art IT infrastructure: Jaguar has high end servers and all the branch/regional offices are
on same platform. This helps us in sharing the information/data on real time.
ISO 9001:2015 & 18788:2015 certified company
Strategic tie up with Max Security Solutions, an Israeli based security & risk consultancy company
for imparting tactical/un-armed combat training for high end projects/deployments.
Regular audits (by external party) of IT infrastructure and other processes to mitigate the
vulnerabilities and to make the processes seamless.
All sites are connected through CUG connections. This helps the operations with efficient
information sharing

Please refer Annexure – ISO Certification 9001: 2015 & 18788:2015

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JAGUAR COMPETITIVE ADVANTAGES

Women/Employee Safety: Jaguar in conjunction with client can undertake programs and processes
that will ensure safety of employees more so women. Jaguar is supporting other clients in this
regard. These could include the following:-

Women Empowerment Training: Jaguar has in house capability to run specialized women
empowerment and UAC modules for women.

Security Escorts: With presence in all metros, Jaguar has in house capability in providing security
escorts to travelling women employee Pan India as also overseas (In conjunction with our partners).

Executive and Event Protection: Jaguar in conjunction with its partners have one of the most robust
executive protection and event protection programs in the country. This would mean cost savings as
well as availability of world class service levels in house for Client.

Crisis Response: Jaguar has created a network of support infrastructure Pan India to support any
crisis situation. Crisis may manifest itself in terms of natural disasters or situational crisis involving
employees in work areas, on travel or on vacation. Jaguar works closely with civil administration,
Police, Armed Forces and private players to build a formidable network, which can provide
quantifiable support during crisis situations.

Seamless Upgrading of Security Response: Sometimes threat levels change suddenly leaving Corporates
to hire specialized services at exorbitant rates to contain such a situation. Jaguar has the in-house
capability to seamlessly upgrade security response in house. This includes security consulting, executive
protection, creating specialized emergency protocols, providing highly trained staffing to tackle
emergencies etc. Jaguar would carry out this enhancement with in house resources leading to immense
cost saving as well peace of mind for Client.

Providing Enhanced Services: With an endeavor of staying one step ahead of the loop, Jaguar provides
certain cutting edge solutions to the Indian market. These are available to our clients as and when the
situation so demands. Some of these products which Jaguar supports its clients with are as under:

Offsite Mail Screening Centre: Jaguar runs the only private offsite mail-screening center in the
country. This offsite center screens all mails, couriers, packages etc. before they enter the client
sites. Items are security cleared at the offsite center for explosives, chemicals, biohazards, anthrax
etc.

Explosive Detection Capability: Jaguar has the best explosive detection canine teams in the country.
Jaguar could work with Client in extending this capability to its sites. In addition Jaguar along with MSA
(USA) have related services to assist in the detection and identification of explosives, weapons, and
contraband with its proprietary product SmartTech™. Jaguar and Client could work together for this
value addition

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HEAD COUNT
Jaguar currently has a Headcount 8000 plus. The Security industry has largely been male dominated
and accordingly most of the employees have traditionally been male. The scenario is however
changing, and as per the requirement of our clients Jaguar has been providing lady guarding staff at
various locations pan India. Our women employees are presently about 10% of our total strength
and increasing.

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 B. CLIENT REFERENCE
Sr.
Name of Client Address of client
No.
Goldman Sachs Services Pvt Ltd
Wing A, Wing B, Ground Floor to Sixth Floor
of Wing C, Helios Business Park, 150 Outer
1 Goldman Sachs Services Pvt. Ltd.
Ring Road, Kadubeesanahalli Bengaluru
(Bangalore) Urban, Karnataka - 560103
Intuit India Product Development Center Pvt
Intuit India Product Ltd
2 Mobile- 9900053704
Development Center Pvt. Ltd. 7th floor, Campus 4A, Pritech Park,
Bellanduru, Bengaluru - 560103, India
Barclays Global Service Centre Pvt. Ltd
FIL India Business and Research
3 Building no-09, IT/ITES SEZ , Tikri Sector 48,
Services Pvt. Ltd.
Gurugram, India
UBS Securities India Pvt. Ltd.
Level 2, 2 North Avenue, Maker Maxity
4 UBS Securities India Pvt. Ltd.
Bandra Kurla Complex, Mumbai Maharashtra -
40005
Barclays Global Service Centre Pvt. Ltd
Barclays Global Service Centre Eco world, Varthur Hobli, Sarjapur -
5 Mobile: 7251810009
Pvt. Ltd Marathalli Outer Ring Road, Bengaluru,
Karnataka 560103
16
Reference at client site Remarks
Manned Guarding, Security Escorts,
Mr. Vivek Prakash Armed Guarding, Executive
Desig- Country Head - Security Protection and Event Protection,
Mobile- 9620228259 Control Room Operations, Embedded
Email - vivek.prakash@gs.com Resources, Offsite Mail Screening
Centre, Specialized Services.
Mr. Ashish Nangia
Desig- Head Corporate Security Manned Guarding, Security Escorts,
Executive and Event Protection,
Email- Control Room Operations.
Ashish_Nangia@intuit.com
Mr. Girish Panwar
Desig- Head- Global Security
Centre Manned Guarding, Event Protection,
Mobile: 9953129611 Crisis Management.
Email-
Girish.Panwar@fidelity.co.in
Mrs. Jaya Tandon Security System Administrator,
Desig- Head Corporate Security Security Supervisors, Transport
Mobile- 9820226757 Security Supervisors, Security
Email- Jaya.tandon@ubs.com Concierge Officer, Security Guards,
Escort Security Guards.
Mr. Ashish Agarwal
Manned Guarding, Security Escorts,
Desig- Manager Security
Access Control, Concierge, Site Lead
Security.
Email-
ashish.agarwal@barclays.com
 C. 5 MAJOR CONTRACT WON – LAST THREE YEARS

Sr.
No Name of Client Address of client Description of Services Strength
.
IKEA India Private Limited
Plot Nos. 25, 26 (P) & 29 (P)
Hitec Main Road, Assignment Manager, Security
IKEA India Private Mindspace Junction, Officer, SOC Operators,
1 430
Limited Raidurg Village, Supervisors, Security Guards,
Serillingampal Escort Guards
Serillingampaly Mandal,
Rang Reddy District
Barclays Global Service
Centre Pvt. Ltd
Barclays Global Manned Guarding, Security
Eco world, Varthur Hobli,
2 Service Centre Pvt. Escorts, Access Control, Concierge,
Sarjapur - Marathalli Outer 240
Ltd Site Lead Security.
Ring Road, Bengaluru,
Karnataka 560103

Hinduja Global Solutions

Team Leaders, Security
Gold Hill Square Software
Hinduja Global Supervisors, Security Guards,
3 Park No. 690 7th Floor 230
Solutions Event Protection, Crisis
Hosur Road, Bommnahalli
Management.
Bengaluru

Mahatta Information India

Pvt. Ltd. (Google)
Mahatta
Signature Tower, 691, Delhi
4 Information India
- Jaipur Expy, Silokhera,
Pvt. Ltd.(GOOGLE)
Sector 15 Part 2, Gurugram,
Haryana 122001
Manned Guarding, Event
Protection, Security Escorts,
210
Executive Protection Crisis
Management.

Manned Guarding, Event

TNT India Private Limited
TNT India Private Protection, Control Room 190
5 Khasra No.1024,C-100
Limited Operations, Crisis Management,
Road No.6,Mahipalpur
Executive Protection.

17
*Note – HCL is amongst one of them where we have deployment of approx. 1300 people.

D. LIST OF 03 MAJOR CONTRACT LOST IN PAST 12

MONTH

Jaguar has not lost any client in last 12 months. In last 10 years we shed few clients (2-3 in
numbers) due to bad payment structure.

E. ACCREDATION & MEMBERSHIP

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F. INSURANCE HELD BY COMPANY

To safeguard the interests of our employees and their families we have undertaken certain
insurance policies to cover any unforeseen circumstances.

ICICI Lombard Health Insurance Policy with sum insured of Rs. 3 Lacs per employee
ICICI Lombard Personal Accident Insurance Policy with sum insured of Rs. 10 Lacs
Religare Health Insurance Policy with sum insured of Rs. 3 Lacs per employee.
Religare Personal Accident Insurance Policy with sum insured of Rs. 10 Lacs
TATA AIG Commercial general liability policy (CGL) with sum insured of Rs. 14.40 Cr
Workmen Compensation Policy from ‘TATA AIG general insurance company.
Group Term Insurance policy form Aditya Birla – 5 times of Annual CTC

Please note that Group Mediclaim, Group Accidental and Workmen Compensation
policies are only for those employees who are not covered under Employee State
Insurance

G. AUDITED FINANCIAL STATEMENT FOR LAST 03

YEARS

Following financial statements are attached for your reference.

 Audited Balance Sheet FY – 2016-2017

 Audited Balance Sheet FY – 2017-2018
 Audited Balance Sheet FY – 2018-2019

Please refer Annexure: Financial Statements

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H. GOVERNANCE CUM COMPLIANCE MODEL
IMPLEMENTED IN SIMILAR LARGE CORPORATE VS
PROPOSAL FOR HCL

Below is the indicative structure under which Jaguar manages its current operations. The structure
which would finally roll out for HCL can be varied after detailed consultation with HCL Stakeholders
and risk assessments

Broad Company Organisation

Directors
MD (Arvind Sirohi)
CEO (manoj Varma)

HR & Compliances Operations FInance

Zonal Heads
CHRO COO CFO

North Zone South Zone East Zone West Zone

Gurugram Bengaluru Kolkata Mumbai

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 Indicative Governance Structure at Zonal Level

 This is indicative for North Zone only however every Zone will have its governance structure at zonal
level

Responsibilities of Offices

REGIONAL
SUPPORT OFFICE ZONAL OFFICE SUPERVISORS
MANAGER

•STRATEGY •HR •CONTROL OF •DAILY CHECKS

•BUSINESS •ADMINISTRATION SUPERVISORS •SURPRISE VISITS

DEVELOPMENT •BASIC TRAINING •CONTINOUS •ON SITE TRAINING

•TRAINING •REGIONAL TRAINING •FEEDBACKS

•AUDIT OPERATIONS •INVESTIGATIONS

•HR •INVESTIGATIONS

21
Risk Mitigation Process
Risk is an inherent aspect of the dynamic business environment. Risk Management Policy helps
organizations to put in place effective frameworks for making informed decisions about risks. To
minimize the adverse consequence of risks on business objectives the company has framed this Risk
Management Policy. The guidance provides a route map for risk management.

22
Please refer Annexure: Risk Management policy

Sample Escalation Matrix

I. COPY OF LICENSE REQUIRED TO OPERATE

 Jaguar has all valid licences, registrations and is fully compliant company and adheres to all
statutory regulations.
 Valid licenses to run security agency under Private Security agency Regulations Act 2005
 Fully compliant with all labour laws and other statutory regulations (ESI, EPF, ST, LWF, PT etc).
 Employees not covered under ESI are covered under GPA, GMS
 Workman Compensation and Third party Liability policy
 Wherein the deployment is 20 or more than 20, we obtain contract labour license
 Background Verification by third party for 100% manpower
 Complete documentation/verification for deployed manpower

23
Please Refer Annexure: Statutory Compliances for copy of ESI, EPF, PT, CLARA, and Service Tax
Registrations.

Please Refer Annexure: PSARA Licences

Please Refer Annexure: S&E Certificates

SECTION 2: CLIENT DELIVERY MODEL

24
J. PROFILE OF KEY RELATIONSHIP MANAGER

The deployment will be supported by a dedicated team of security professionals who will be
specifically assigned to HCL account to ensure we exceed the delivery expectation of our business
partners.

Sr. No Zonal Head Designation

1 Amit Varma COO- HO
2 Mohit Tomar Zonal Head – North
3 Sasi V Zonal Head – South
4 Victor Zonal Head – West
5 Samrat Chakraborty Zonal Head – East
6 Akhil Sharma GM
7 Ronald Regan GM
8 Ashadul Haque GM

Please Refer Annexure: Profile of Key Relation hip Manager

25
K. TRAINING INFRASTRUCTURE AND MODEL

Jaguar Security Services has approved training centres and across PAN INDIA and also has in-house
training centres to carry out refresher courses/regular trainings. Training is imparted as per the
syllabus outlined in Private Security Agency (Regulations) Act, 2005

S.
Location Name Address Accreditation
No
by
Add:- 45 & 46 A , Shiv
Om Sai Security Training
1 New Delhi Vihar, West Vikash Nagar, Ministry of HRD
Institute
New
Delhi -110059
Uttar Pradesh Checkmate Industrial Village Bisrakh, Noida Security Sector
2
Guards Pvt. Ltd. Extension Skill Development
Council
Punjab Ex-Servicemen SCO 89-90, Sector 34-A, Government of
3 Chandigarh
Corporation (PESCO) Chandigarh-160022 Punjab
Olive Heritage Vocational 60- Olive Bhawan, HUDA Security Sector
4 Haryana
School Market, Sector 23A, Gurgaon, Skill Development
Haryana Council
Vill. Nada (Naya Gaon), Distt.- Government of
5 Punjab Shakti Security School
Mohali Punjab
Maheshdada Vision Vinayak Park, Pune- Nashik Government of
6 Maharashtra
Academy Road, Chakan Pune Maharashtra
No- 204, Bommasandra
Government of
7 Karnataka Exelity Skill Training Industrial Area, 3rd Phase
Karnataka
Academy Private Limited. Bengaluru- 560099
Plot No. 60, Balakrishna
Nagar, Sundara Cholavaram
8 Tamil Nadu In House Village, Poonamallee Taluk, In-House
Thiruvallur, Dist – Chennai –
77
103, 1ST Floor, Nischint
Towers, Ashok Nagar ‘X’ Government of
9 Telangana Sai Security Services
Roads, Hyderabad, Telangana Karnataka
500020

26
 TRAINING ASPECTS

All Security Personals are given extensive training at our Training facility at various locations.
Training would include the following aspects

 Physical Security
 Fire Fighting, crisis response and disaster management.
 Security of office assets, security of building/premises
 First Aid Techniques.
 Soft Skills, Personal hygiene
 Recognize hazardous material
 Conduct towards Visitors, Vendors, VIPs Employees, House-keeping staff, courtesy and
salutations etc.
 Frisking. Back /Front Gates, material exit / entry etc.

 Familiarization with Fire Safety and Security Alarm Systems and other security related
equipment.

 Inventory Management (Material In/Material Out).

 Site specific training.

 Physical training.

 Firing training for Armed Guards

TRAINING METHODOLOGY

Pre-induction Training Although the individuals selected would be trained in aspects of

security, each individual would undergo a training capsule tailor made for the specific
requirement. Training would include physical and psychological aspects of protection, nuances
of Security Officer Protection, first aid and crises management training,

27
 Post Deployment Training Regular on-site training would be instituted by Jaguar Security.
Deployment After completing the training program the individuals would be deployed on their
duty station. It would be ensured that representative from Jaguar is present for smooth
deployment of the Security Personals.
Training Onsite Jaguar would arrange and ensure the training on site to its Security Personals
considering organization requirements related to basic obedience, patrolling, firefighting skills,
Security Officering and security duties. In addition mock drills and emergency responses would
also be trained once a month.
Periodic Checks Periodical checks (usually monthly) would be carried out by an appropriate
level official of Jaguar Security to check efficacy, role understanding and preparedness of the
Security Personals. Comprehensive record of such checks conducted would be maintained by
the Supervisor. Monthly reports of ‘surprise checks’ and incident based reporting shall be
originated by the Team Supervisor to our client. A monthly internal review report would be
submitted by Jaguar to our client with clear mention of plan of action in the case of individuals
found not meeting the excellence standards.
Refresher Training Based on the initial risk assessment and monthly internal review reports, Jaguar
Security would identify training needs for the Security Personals and have a refresher training
calendar, which will be submitted to our client. A report of training conducted; with complete details
of the Security Personals trained, those not trained and the topics covered would be submitted to
our client. Topics that must be included amongst others appropriate to the assignment are

 Assignment procedures and emergency drills

 Observation techniques
 Soft skills to include communications skills, dress and bearing,
 Ethics and professionalism
 Emergency responses

TRAINING STAFF
 Experienced JCOs/NCOs from the Armed forces for basic training in mannerism,
dressing and saluting.
 Certification in Corporate and Industrial Security , Safety & Intelligence,
 Normal age profile- 32 years to 50 years,
 In house team for firefighting lessons,
 In house trainers for electronic equipment’s like CCTV, access control etc. (Client
specific

 Initial Training- The training modules are tailor made by JM to suit individual Job
Descriptions. Other than basic training in security modules also include law enforcement
skills, decision making under pressure, profiling, suspect neutralization methods, basic
medical support (First Aid) and rescue, evacuation tactics and facility security tactics. If the
JD requires additional skills, Jaguar has the ability to extend the training scope to match a
specific need.
 OJT- Selected candidates after completion of Initial Training will undergo a few days of OJT
conducted by our trainers and consultants. At the end of the OJT, the candidate will be
"operational" and commence to work on site.
 Continuous Training - Training for the staff are carried out on regular basis and formalized as
weekend training which basically comprise of Case studies from weekly incidents,
enhancements required and correcting weaknesses noticed. Drilling and testing of staff and
procedures form a vital part of continuous training.

28
  Bi-Monthly Training and Quantifications - The Agents will maintain a high physical and
tactical ability and will have to pass a continuous "Operational Fitness Test" once every two
months, held by the Jaguar supervisor. Other than continuous training which is held every
week, each Agent participates in a one day training seminar twice a year, where he refreshes
and fine tunes the operational capabilities needed, such as, security methodologies and
procedures, etc.

Deployment and Implementation: The whole process is pre-planned, approved by the client,
and supervised closely by the consultant and Jaguar management until stabilization. Mid-course
corrections and changes in deployment patterns and restructuring if required are suggested
regularly to enhance the security service delivery

Please refer Annexure –Training management system & E learning SOP

L. STATE OF AUTOMATED MIS

Jaguar employs an internal ‘Tracking and Tracing’ system for its field staff who report to the Zonal
Operations Centre, which further generates reports / initiates actions. Similarly, Jaguar maintains its
proprietary software for HR, Payroll and Finance functions which are all internal functions of the
Company.

In addition, Jaguar has automated processes for Inventory Management, Asset Management,
Web/app based HR governance, BGV monitoring

M. LIST OF SOPS / PROCEDURES, REPORTS, CHECKLISTS AND

OTHER SYSTEMS WHICH SHOULD BE DEPLOYED IN HCL
BASED ON YOUR ASSESSMENT

Operational SOPS: After detailed site assessment by Jaguar professionals, and in consultation with
client, we draft the Standard Operating Procedures (SOPs) for that specific site for implementation
to enhance service levels and to achieve the optimization of operations

List of Sample SOP

List of Procedures
Sr No List of SOP
1 Material management
2 Patrolling
3 Visitor Management
Access Control Procedure
4 a) Man
b) Vehicle
5 Incident Management

29
 6 Surprise Check
7 Key Management
8 Control Room Operations
9 Lost and Found Management
10 Training Management
11 Code of Conduct
12 Alarm Monitoring
13 Mock Drill
14 Auxiliary Fire Squad
15 Anti-sabotage Check
16 Telephone Bomb Threat

HR Processes: In addition to the above operational SOPs, Jaguar has a comprehensive list of policies
as below. The policies are hosted on the company ESS (Employee Self Service Portal). In addition all
employees sign off all these policies.

1. Company Code of Conduct 14. Maternity Benefit Policy.

2. Anti-Sexual Harassment Policy 15. Mediclaim Policy.
3. Background Verification Policy 16. Occupational Health and Safety Policy.
4. Company Asset Policy 17. Probationary Period Policy.
5. Compensation and Benefits Policy 18. Performance Review Policy.
6. Discipline Policy. 19. Recruitment Policy.
7. Dress Code Policy. 20. Rewards and Recognition Policy.
8. Equal Opportunities Policy. 21. Salary Advance Policy.
9. Exit Policy. 22. Social Media Policy.
10. Gift Policy. 23. Travel Policy.
11. Grievance Redressal Policy 24. Uniform Management Policy.
12. IT Policy 25. Whistle Blower Policy
13. Leave Policy 26. work Time policy
27. Physical Security Policy

N. DELIVERY GOVERNANCE MODEL

As business partners we would like to work very closely with HCL security team and other relevant
stake holders in order to fully understand and deliver their ask. As mentioned earlier that we seek to
build a partnership with a common vision of providing a safe and secure work environment to every
employee of HCL.

 The deployment will be supported by a dedicated team of security professionals who will be
specifically assigned to HCL account to ensure we exceed the delivery expectation of our
business partner.

30
 Keeping in line with the flat Organizational Structure of Jaguar, the senior leadership is directly
involved in overseeing the account through dedicated Assignment Managers. This ensures
that escalations are quick and standards are maintained at all levels. However, it is important
to mention that the Operational team has full liberty to function and deliver as an
independent team.
 The Jaguar team will closely interphase with HCL Security Team at all levels. Periodic meetings
will be held at all levels to ensure delivery standards and operational standards are
maintained. Frequency of meetings / MIS reports will be mutually decided with HCL, but the
entire Jaguar team will be available 24x7 to cater to any operations requirements that HCL
might have.
 Regular training and validation will be conducted and results shared with HCL Security
Management.

Compliance/ Audit Framework

Jaguar is a fully compliant company and all Statutory Compliances are meticulously handled by our
dedicated Compliance Team. An indicative list of various Acts for which compliance is maintained is
follows:

 The Payment of Wages Act, 1936

 The Minimum Wages Act, 1948
 The Shops and Establishments Act, 1953
 The Workmen's Compensation Act, 1923
 The Employees Provident Funds and Miscellaneous Provisions Act, 1952
 The ESI Act, 1948
 The Payment of Bonus Act, 1965
 The Contract Labour (Regulation and Abolition) Act, 1970
 The Payment of Gratuity Act, 1972
 The Equal Remuneration Act, 1976
 The Industrial Disputes Act, 1947 The Child Labour (Prohibition & Regulation) Act, 1986
 The Maternity Benefit Act, 1961 (Amended 2017)
 The Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act,
2013

31
Audits: Jaguar will maintain all compliance documents as per a shared Checklist and will nominate a
dedicated Team for conduct of Compliance Audit Monthly (or as per frequency indicated) by either
the HCL Compliance Team or by HCL nominated 3rd Party Auditor.

O. CUSTOMER SATISFACTION SURVEY PROGRAM (ALONG

WITH SAMPLES

Jaguar will provide HCL with various operations, quality management, trainings, financials (only
related to HCL account) and other performance reports

Operations Reports:

 Daily Security Report

 Security Equipment Report
 QR patrol Report
 Incident Reports
 Site Visit Reports
 Training Report
 Monthly MIS report.
 Client Feedback Report (Monthly)
 Quarterly Business Review

Please refer Annexure –Sample MIS report and format

P. MATRIX TO EVALUATE PERFORMANCE OF THE VENDOR

ON PERIODIC BASIS

Please refer Annexure – Sample KPI & KRA Measurement Matrix

32
Q. COMPLAINTS MANAGEMENT PROCESS

Jaguar has comprehensive “Grievance Redressal Policy” and “Discipline Policy”

Please refer Annexure – HR policies

R. INCIDENT MANAGEMENT PROCESS

Jaguar has a well-defined Incident Management Process which is custom made as per the
requirement of the client. Jaguar operation Team at HO and in all Zone will be responsible to ensure
that we support our colleague in ensuring and maintaining a safe working environment. The IM
Framework aims to provide a clear and precise outline of our individual & collective responsibilities
when dealing with any Security Incident across the Jaguar / client offices.

Please refer Annexure – Incident Management policy & Incident Report

S. SUSTAINABLE AND EFFECTIVE EMPLOYEE EXPERIENCE

As enshrined in the core values of the Company, our greatest asset and resource is our men and
women, who are encouraged to excel and are provided opportunities for personal growth. We
provide numerous ‘Employee Benefit Schemes’ for our loyal and dedicated workforce. Various
initiatives in compliance with regulatory and non-regulatory requirements are as follows:

Anti-Sexual Harassment- The Company aims to provide a safe working environment for all its
employees. The Company is fully compliant with “The Sexual Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act”. We conduct regular workshops on the subject to
sensitise and educate all our employees.

Maternity Benefit- The Company provides its women employees all maternity benefits as per The
Maternity Benefit (Amendment) Act, 2017.

Reward & Recognition Policy- The Company promotes and encourages the recognition of excellence
in performance and achievement through its Rewards & Recognition Policy.

Salary Advance Policy- The Company provides monetary assistance to its employees in the form of
grants/interest free salary advances, in the event of medical or other grave exigencies/ emergencies.

Insurance Coverage- All our employees who are not covered in ESIC, are provided with Group Health
and Accident Insurance coverage.

ESIC & PF- The Company meets all the compliance standards in this regard.

33
Jaguar Welfare Initiative

 We have an extremely transparent and accurate payout of salaries.

 No cash disbursement of salaries. Salary is processed centrally through net banking.
 Sound HR policies to hear grievances and provide appropriate redressal.
 A flat organization structure with every guard having the freedom to call up even the MD
and CEO in case of any perceived wrong. We also have a ‘Whistle Blower’ policy in force.
 Careful choice of clients means better working conditions for the guard force which is a big
motivation.
 Rigorous training program helps the guard force enhance their professional knowledge and
competence.
 Over a period of time, we have realized that due to our sound HR and Welfare policies, a
large number of people are keen to join us and wait for potential opportunities where they
can work with us.

T. TECHNOLOGY OFFERING

Jaguar is constantly embracing emerging technologies in support of its operations. These initiatives
encompass both technologies to support the front end (operation services and back end). Some of
the important technologies deployed in support of operations are as under:

GPS Based Tracking & Tracing: Field staff and supervisors are tracked and controlled by customised
App based application. Reports/ Returns/ Imaging are monitored in real time by the command
centre.

QR Patrol: The Solution is a cloud based Instant Synchronized reporting mechanism. It uses the
power of a Smartphone which communicates in real-time with a 24/7/365 Monitoring Centre.
Capability of capturing incidents and reporting text, voice message and images, including accurate
positioning (GPS, Wi-Fi, SM cells) in real- time to the Monitoring Centre. In case of danger, the guard
presses a simple SOS button and a SOS alert is sent, indicating his accurate position. QR-patrol can
send e-mail or inform the client via the web browser, eliminating the doubts about the consistency a
security company shows towards its client. All incidents can be reported along with
photographs/voice messages/written message in real time.

E-Learning Solution: The e-learning module is a great value add as far as self-learning of our guard
force is concerned. The results can be viewed at the backend and employees requiring special
attention can be identified and given extra classroom and hands on training. The module is highly
customizable and content can be generated and posted as per specific client site requirements

Automatic Rostering Solutions: Large sites have customised automated rostering system which
increases transparency and provide great operational control.

Portable Biometric Attendance: Jaguar has incorporated had held bio metric technology for
Attendance management in dynamic sites for better operational efficiency and transparency.

SmartTech: It utilizes a proprietary high speed video and encrypted software to instantly transmit
suspect images from X-ray machines manned by Jaguar operatives in India to our partner (MSA)
Emergency Operations Center in New York City for real-time analysis by Subject Matter Experts.

34
Offsite Mail Screening Centre: Jaguar runs the only private offsite mail-screening center in the
country. This offsite center screens all mails, couriers, packages etc before they enter the client sites.
Items are security cleared at the offsite center for explosives, chemicals, biohazards, anthrax etc.

Explosive Detection Capability: Jaguar has the best explosive detection canine teams in the country.
Jaguar could work with HCL in extending this capability to its sites. In addition Jaguar along with MSA
(USA) have related services to assist in the detection and identification of explosives, weapons, and
contraband with its proprietary product SmartTech™. Jaguar and HCL could work together for this
value addition.

Please refer Annexure – Technology Offering

SECTION 3: QUALITY SYSTEM & BCP

35
U. ISO 9001:2015 & 18788:2015 CERTIFIED COMPANY

Jaguar is an ISO 9001:2015 & 18788:2015 certified company. Our QMS provides quality assurance in
all security related activities and functions from the start to finish commencing from pre-deployment
activities and extending to deployment and post deployment monitoring and service level
enhancements

ISO 9001:2015

36
ISO 18788: 2015

37
38
V. PROCEDURES, TOOLS, POLICIES TO MEASURE &
ASSURE QUALITY OF WORK.

We have dedicated excellence and performance measurement experts embedded with each of our
four Zones at Bangalore, Gurgaon, Mumbai and Kolkata who provide coverage in all areas that we
operate in. For HCL we will dedicate an expert from the respective Zonal Office.

Our QMS provides quality assurance in all security related activities and functions from the start to
finish commencing from pre-deployment activities and extending to deployment and post
deployment monitoring and service level enhancements. The QMS is described in paragraphs as
under:-

Initial Assessment, Recruitment, Initial Training and OJT will be carried out by our dedicated team
pre deployment. Continuous Training: Training for the staff are carried out on regular basis and
formalized as weekend training which basically comprise of Case studies from weekly incidents,
enhancements required and correcting weaknesses noticed. Drilling and testing of staff and
procedures form a vital part of training.

Bi-Monthly Training and Quantifications: The Agents will maintain a high physical and tactical ability
and will have to pass a continuous "Operational Fitness Test" once every two months, held by the
Jaguar supervisor. Other than continuous training which is held every week, each Agent participates
in a one day training seminar twice a year, where he refreshes and fine tunes the operational
capabilities needed, such as: security methodologies and procedures, etc.

Deployment and Implementation: The whole process is pre-planned, approved by the client, and
supervised closely by the consultant and Jaguar management until stabilization. Mid-course
corrections and changes in deployment patterns and restructuring if required are suggested
regularly to enhance the security service delivery.

We will institutionalize a Quarterly Business Review with concurrence of HCL

Please refer Annexure- Sample KPI & KRA Measurement Matrix

39
W. BUSINESS CONTINUITY PLANNING (BCP)

Jaguar strives to provide continuous and uninterrupted security services to its clients in order to
support their business. From a BCP perspective we aim to provide following services to our clients at
all times.

 Physical Guarding and Asset Protection

 People’s safety
 Crisis Management
 Fire and Life Safety

The Regional Offices act as the nodal agency for coordinating any crisis within a region.

IRT - The IRT is the first level of escalation. Each regional office has an IRT (immediate response
team) comprising of the Regional Head, Operations Manager, Assignment Manager and the Field
Officers. The IRT gets activated whenever there is an impending crisis or during a crisis. Working
closely with the relevant stakeholders, the team takes decision aimed at ensuring operations
continue to run smoothly at all client’s sites. This team works closely with the client based on specific
requirement depending upon the crisis.

CMT - The CMT comprises of all Regional Heads and the Senior Jaguar Management in the Corporate
Headquarters. It is convened in case the crisis is big and cannot be adequately contained by the
Regional team. The CMT actively seeks engagement of the client representatives to ensure real time
sharing of information and also ensuring prompt action to minimise/mitigate the risks.

Resiliency –

 Jaguar relies on optimum use of technology to ensure redundancy within its operations.
 All offices are connected real time and have the ability to take over and run uninterrupted
operations in case one office gets redundant.
 With four regional offices, we have the ability to take over operations in real time as the
entire database in stored in cloud based servers
 Each office has the ability to login remotely to access the Jaguar server.
 Each client has a primary and a back-up team to ensure 100 percent back up for operations.
 Emergency contact numbers are available at all levels to minimise reaction time during any
crisis

Please refer Annexure- Business Continuity Planning

40
SECTION 3: OPTIMISATION OF OPERATIONS

41
X. ABILITY - OPTIMISE OPERATIONS LEADING INTO
TANGIBLE BENEFITS

With ‘Quality over Quantity’ as our “moto”, Jaguar Security Services Pvt Ltd seeks to recruit, place
and build capacity in elite professional security personnel with the knowledge and training they
require to set exemplary standards of professionalism in execution of their duties.

We endeavour to create an optimal Security layout that provides deterrence, monitoring and
reaction ability with judiciously deploying trained resources on the ground.

We aim to do so by creating deterrence and sufficient Time and Space to contain any arising
situation. The professional security personal deployed will be able to deal with any emergency and
decide on closure or evacuation as the protection means.

Just to give a brief, Jaguar used the following process/technology to carry out operations in a very
efficient and proactive manner;

 Jaguar relies on optimum use of technology to ensure redundancy within its operations.
 Optimization of resources by deploying minimal guard force. This may include effective
integration of physical security with electronic security. Also, using effective techniques such
as using guards as security escorts on for dropping/pick up which can be collaborated with
their shift timings thus reducing the requirement of escort guards.
 All offices are connected real time and have the ability to take over and run uninterrupted
operations in case one office gets redundant.
 With four regional offices, we have the ability to take over operations in real time as the 
entire database in stored in cloud based servers
 Each office has the ability to login remotely to access the Jaguar server.
 Each client has a primary and a back-up team to ensure 100 percent back up for operations.
 Emergency contact number are available at all levels to minimize reaction time during any
crisis.

42
Y. CASE STUDY

CASE STUDY 1: Client Name: IT Company / Location: Bangalore / SOW: Security Services Jaguar
undertook a detailed security assessment at the client site to review the present security process
and procedures. The detailed report is given as “Annexure: Case Study Restructured Security
Manpower Deployment.

CASE STUDY 2: Client Name: Financial Institution / Location: Bangalore / SOW: Security Services. The
client has more than 5000 employees working from 5 buildings in a Business Park in Bangalore. As
per the mandated government directives, the client was required to provide security escorts to all its
female employees.

The client was using separate categories of security personnel for building operations, escort
guarding and critical posts. The categories were:

 Security officers
 Risk managers/controllers
 Security guards

Since the client was providing transport to all employees including the security personnel. After a
detailed assessment, it was proposed that the security officers of the second shift should be used as
security escorts for female employees once they finished their shift.

With this dual utilization of security resources, we were able to reduce the cost of the security
guards by approximately 25-30 percent

43
 SECTION 5: VALUE ADDED SERVICE

44
Z. VALUE ADDED SERVICES WITH ENGAGEMENT
MODEL

1. Seamless Upgrading of Security Response : Sometimes threat levels change suddenly leaving
Corporates to hire specialized services at exorbitant rates to contain such a situation. Jaguar has
the in-house capability to seamlessly upgrade security response in house. This includes security
consulting, executive protection, creating specialized emergency protocols, providing highly
trained staffing to tackle emergencies etc. Jaguar would carry out this enhancement within house
resources leading to immense cost saving as well peace of mind for HCL.
2. Crisis Response: Jaguar has created a network of support infrastructure Pan India to support any
crisis situation. Crisis may manifest itself in terms of natural disasters or situational crisis involving
employees in work areas, on travel or on vacation. Jaguar works closely with civil administration,
Police, Armed Forces and private players to build a formidable network, which can provide
quantifiable support during crisis situations.
3. Women/Employee Safety: Jaguar in conjunction with HCL can undertake programs and
processes that will ensure safety of employees more so women. Jaguar is supporting other clients
in this regard. These could include the following: -
(a) Women Empowerment Training: Jaguar has in house capability to run specialized women
empowerment and UAC modules for women.
(b) Security Escorts: With presence in all metros, Jaguar has in house capability in providing
security escorts to travelling women employee Pan India as also overseas (In conjunction
with our partners).
4. Executive and Event Protection: Jaguar in conjunction with its partners have one of the most
robust executive protection and event protection programs in the country. This would mean cost
savings as well as availability of world-class service levels in house for HCL.
5. Providing Enhanced Services: With an endeavor of staying one step ahead of the loop, Jaguar
provides certain cutting edge solutions to the Indian market. These are available to our clients as
and when the situation so demands. Some of these products which Jaguar supports its clients
with are as under: -
a) Offsite Mail Screening Centre: Jaguar runs the only private offsite mail-screening center in
the country. This offsite center screens all mails, couriers, packages etc before they enter the
client sites. Items are security cleared at the offsite center for explosives, chemicals,
biohazards, anthrax etc.
b) Explosive Detection Capability: Jaguar has the best explosive detection canine teams in the
country. Jaguar could work with HCL in extending this capability to its sites. In addition
Jaguar along with MSA (USA) have related services to assist in the detection and
identification of explosives, weapons, and contraband with its proprietary product
SmartTech™. Jaguar and HCL could work together for this value addition.
6. Advisories: This product will provide Specialise Intelligence and advice to our team to equip
them with prior information which can help them in taking proactive countermeasure for
de-risking our client business and protecting their critical asset – People, information,
material and brands.
7. Control room operations: Jaguar has established control command centre which act as
pivot for all operations related activities. It keeps a close eye on every travel movement
happening during visit across country for clients. It is the nerve centre from where incidents
are manged and communicated efficiently.

45
AA. PROPOSED SOFTWARE, SYSTEMS AND REPORTING
CAPABILITIES

Technology/Process Description Benefits/Value Additions

Implemented
Guard Force Mobile based application with Better operational efficiencies, real
Patrolling Solution capability of capturing incidents and time reporting of incidents with
(QR Patrol) reporting text, voice message and reduced TAT, optimization of resources
images, including accurate positioning by converting static into dynamic posts
(GPS, Wi-Fi, SIM cells) in real- time to
the Monitoring Centre. This is
implemented across all sites to
optimize operations, reporting
incidents on real time basis and to
achieve better operational efficiencies.
Site Management Mobile based application for site Login has been extended to clients for
System- mAudit quality audits - Field officers can report having access to reports like trainings,
(App for Jaguar Field each of the visits directly from the field. site visits, night checks, raising
Staff) The audit formats can be customized as incidents and submitting feedbacks to
per the quality indicators relevant to Jaguar on real time basis.
sites.
GMS Biometric Complete automation of attendance Transitioning from current biometric to
Attendance System systems. This will be integrated with Spectra which is state of the art GSM
(Spectra) the accounts and payrolls to have based biometric solution with
seamless processing of invoices and advanced report generation module,
pay outs. greater flexibility and control to the
client.
Compliance & Risk Avantis is an automated solution which Being a cloud based Reg Tech solution,
Automation helps create a robust framework to all State and Central compliances can
Software (Avantis)- strengthen Jaguar's compliance be monitored at Regional/Zonal level
Cloud based monitoring process and generates as well as from the Head/Support
Solution. comprehensive Group level reports. Office.
Includes all major modules such as- Regular updates on compliance
Statutory Compliance Module, Internal changes are made available to all users
Compliance Module, Secretarial for speedy implementation and
Compliance Module, Litigation tracking.
Management Module, and Task
Management Module.
Jaguar has robust E learning Performance of security personal is
programme through mobile based being tracked through state of the art
eLearning application. dashboard. Quantification Reports are
Training programme consist of training being shared with the client. Helps in
related to PSARA plus site specific improving the overall knowledge base
topics that includes incident and response to incidents.
management, standard operating
procedures etc.

46
 Training & Regular trainings on gender Better understanding and cooperation
Development sensitization/Anti Sexual Harassment, with other security partners to deal
emergency drills etc. Joint exercise with with emergencies. Improved
other security partners (same campus) operational efficiencies and enhanced
to have better synergies, open forums service levels.
for Jaguar staff and client staff
Surveys & This is regular exercise being conducted Helps in closing the existing gaps and
Assessments every quarter to identify gaps, threats identification of new threats and
and recommended solution to mitigate strategy to mitigate these threats.
these risks These also covers optimization of
resources in terms of numbers or in
terms of CAPEX (by elevating the roles)
Standardization of Drafting of SOPs and security protocols Ensured better efficiencies and
Processes and improved service levels.
Protocols
Parking Redesigning of parking management Better and smooth operations than
Management operations to achieve better efficiency before. Improved employee
System with available guard force and with satisfaction.
revised SOPs.

Please refer Annexure- Technology Offering

47
SECTION 6: STRATEGIZE & EXECUTE TRANSITIONS

48
BB. PROPOSED TRANSITION STRATEGY

Jaguar will submit a Transition Plan along with the list of Key Personnel that will be part of transition
and thereafter run the project in most professional manner.

Please refer Annexure - Sample Transition Plan.

CC. MATRIX SHOWING KEY RISKS RELATED

Please refer Annexure - Sample Risk Mitigation Strategies.

DD. CASE STUDIES FROM PAST W.R.T TRANSITION

EXPERIENCE OF SIMILAR SCALE AND
COMPLEXITY

Jaguar has adequate expertise in handling large complex transitions over multiple locations for
numerous clients. Some of the major issues handled by Jaguar include union issues, local political
issues, land acquisition issues, local land mafias and resistance by outgoing service providers. Details
of which shall be shared during the interaction. Some of the clients for whom complex transition
issues have been handled are as under;

 Federal Mogul Goetze India Ltd.

 Adlabs Imagica
 Goldman Sachs Services India Pvt. Ltd.
 IndiGo Airlines
 FedEx Express
 Caparo Engineering India Ltd
 IKEA India Private limited
 Barclays Global Centre Service Pvt .Ltd
 GOOGLE

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SECTION 7: DEPLOYMENT PLAN

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Draft Deployment Plan.

The transition strategy has been formulated after identifying all options for moving in to operations.
This forms the basis for the formulation of the transition plan as such. The various advantages,
disadvantages, risks, estimated time frames and resources against possible availability are accounted
for in arriving at the proposed strategy. Transition plan may differ according to deployment figures.
However maximum transition period would be around 60days

City Grand Total Transition period

Bangalore 586
30 days
Chennai 981
30 days
Cochin 2
30 days
Coimbatore 139
60 days
Gurgaon 25
30days
Hyderabad 120
60days
Jaipur 3
30days
Kolkata 27
30days
Lucknow 158
60days
Madurai 194
60 days
Mumbai 19
30 days
Nagpur 45
30 days
Noida 1367
60 days
Pune 214
60days
Vijaywada 71
60 days

Please refer Annexure- Transition Plan.

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SECTION 8: ANNEXURES

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ANNEXURES

SR. No Document name Status

1 Incorporation Certificate
2 Management Profile
3 Compliance and Audit Framework
3 Compensation and Benefit Policy.
4 QMS Policy
5 ISO Certificates 9001:2015 & 18788:2015
7 Financial Statements
8 Risk Management Policy
9 ESI
10 PF
11 PT
12 CLARA
13 GST
14 PSARA Licences
15 S&E Certificate.
16 Profile of key relation manager
17 Training Management System
18 E Learning SOP
19 Sample MIS Report & Format
20 Sample KPI & KRA Measurement Matrix
21 HR Policy
22 Incident Management Policy
23 Technology offering
24 Business Continuity Planning
25 Sample Transition Plan
26 Risk Mitigation Strategy
27 Sample transition Scheduling
28 Escalation matrix
29 Training Program
30 Case Study- Restructured Security Manpower.

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