Optimizing Security at the World’s Premier Entertainment Destination
L.A. Live has evolved into Los Angeles’ premier entertainment destination, annually hosting more than 1,500 events, including sports, concerts, festivals, film premieres, and award shows. It is also home to renowned restaurants, a massive Regal movie theater, multiple prestigious hotels, conference space, and more. So it’s not surprising that ensuring the security and safety of its more than 20 million annual guests is a top concern.
Several years ago, Joe Schuetz, Security Director at L.A. Live, decided it was time to re-evaluate the software his security team used to respond to and manage incidents. “The software we had been using enabled us to log an incident, but it was highly labor intensive, its dispatch functionality was weak, and it was nearly impossible to query or derive any kind of analytics,” says Schuetz. “The other products we found dealt only with singular events, which wouldn’t work either as our operations go around the clock and cannot be bound by calendar or clock-based limitations. I knew there had to be a better solution.”
Schuetz needed a security solution that would enable expedited call logging, provide an efficient system for dispatching the appropriate security response when incidents arise, and feature a more effective way to generate reports and analyze patterns and trends in support of data-driven decisions.
Selecting CIP Reporting to Streamline Security Department Operations
L.A. Live selected CIP Reporting’s Incident Reporting solution to increase operational efficiency and effectiveness within the security department. “CIP Reporting met all of my requirements, but its configurability, built-in notifications and escalations, analytics, and overall customer service made CIP Reporting stand out,” says Schuetz.
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Configurable, Built-In Workflows
When dispatch logs a call, CIP Reporting walks them through the right steps according to the protocol for that call type, removing any guesswork. -
Automatic Notifications
Upon logging a call, the incident is automatically dispatched using a combination of email and/or text messages, as pre-determined according to severity.
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Commitment to Customer Service
Schutz comments on CIP Reporting’s top-notch customer service and focus on advancing the solution. -
Automatic Escalations
Incidents are automatically and appropriately escalated to others within L.A. Live based upon configurable workflows to ensure the appropriate actions are taken swiftly. -
Reporting and Analytics
L.A. Live can review and analyze all day-to-day operational trends and patterns as well as streamline the creation of reports.
shares Schuetz.
Proven Increases in Security’s Efficiency and Effectiveness
With CIP Reporting, L.A. Live’s security team is now empowered to make continuous improvements in streamlining its operations by ensuring it is adding resources and assets appropriately, while remaining within the allocated budget.
“I was shocked to find, for example, that 61% of the calls my dispatch team was receiving are related to our homeless population—that’s much more than I would have thought. These CIP Reporting-generated analytics enable me to make data-informed changes to ensure we’re continuously operating most effectively,” says Schuetz.
With CIP Reporting, L.A. Live has Improved Efficiency by:
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Optimized Resource Allocations
Changes continue to be made as to how the team is operating in order to align with the trends and patterns of calls. -
Proof of Work Effort
CIP Reportings reports on response time and call volume, for example, provide documented proof of the effectiveness and value of the team.
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Uncovered High-Value Training Opportunities
Additional training was provided to ensure security officers were best prepared to deal with high-frequency call types. -
Support Top-Level Conversations with Hard Facts and Trend Analysis
CIP Reporting-generated reports detailing call volume, type, and response times are now frequently used in discussions with both L.A. Live management and Los Angeles city officials.
About L.A. Live
L.A. Live is a 4 million square foot, $3 billion downtown Los Angeles sports and entertainment district adjacent to STAPLES Center and the Los Angeles Convention Center featuring The Novo by Microsoft, a 2,300 capacity live music venue; Microsoft Theater, a 7,100-seat live theatre; a 54-story, 1,001-room convention “headquarters” destination featuring The Ritz-Carlton, Los Angeles, and JW Marriott Los Angeles at L.A. Live; 224 luxury Ritz-Carlton Residences; the GRAMMY Museum; the 14-screen Regal L.A. Live, a Barco Innovation Center; and broadcast facilities for ESPN. It includes other entertainment, residential, restaurant and office spaces as well. Developed by Los Angeles-based AEG, L.A. Live showcases more events, award shows, sporting competitions, concerts, and hospitality options than any other destination in the world.