With approximately 1,300 employees, an average of 20,000 guests daily, and utilizing 6,500 parking spots, Resorts World New York has implemented state-of the-art security and surveillance technology to ensure the safety and security of their facility, guests and personnel.
Resorts World Casino New York City is New York's first world-class gaming casino connected to the famous Aqueduct racetrack in South Ozone Park, Queens, and has played host to some of Thoroughbred racing's biggest heroes over the years. With over 400,000 square feet of gaming facilities and a 70,000 square feet event space for big-ticket events, Resorts World Casino employs over 1,300 people and sees an average of 20,000 guests daily, utilizing 6,500 parking spots. Resorts World New York has implemented state-of-the-art security and surveillance technologies to ensure the safety and security of their facility, guests, and personnel.
The Business Challenge
Since opening its doors in October 2011, Resorts World Casino continues to have solid growth and record revenues. Unfortunately, with success also comes a number of persistent security issues from both insiders and outsiders. The casino handles numerous security incidents every single day, including common incidents such as theft, unwanted banned patrons, personal injuries, vandalism, etc. Even a routine incident can often take an inordinate amount of manpower and, if not handled in a timely manner, can compromise business operations and services and potentially cause exposure to liability. The process of recording, tracking, and reporting was a manual process that inhibited the investigation and reporting process. Information was inconsistent and not readily retrievable, and media files were often not associated with an incident. Compiling meaningful reports was a lengthy and onerous task, making it difficult to correlate events to identify areas of risk and optimize staff allocation. Jason Arnett, Director of Surveillance of Resorts World New York initiated the project to automate their security reporting, mitigate risk, and improve efficiencies. Arnett looked to iView Systems' gaming experts for an integrated security and risk management solution to automate their incident reporting, daily log, officer dispatch, and lost and found functions, as well as to identify and track employees and visitors.
The Solution
With iView Systems' experience in the gaming industry and Resort World sister casino in Singapore already using iView Systems technology for security and surveillance reporting, Arnett looked to Tony Day, Senior Account Executive for iView Systems, to map out their security and surveillance reporting needs. “They required an incident reporting and risk management system that would allow them to document all daily activity and incidents, along with the ability to include supporting evidence such as media files or individual reports. Additionally, Resorts World required the capability to track all personnel and vehicles, as well as manage and control details such as lost and found items, visitor management, employee audits, and document disputes, and provide player analysis by surveillance,” Day said.
In addition to tracking and reporting incident and events, Resorts World has implemented a layered approach to detect, deter, and resolve issues in a proactive manner.
iView's visitor management system checks in and monitors contractors and vendors or suppliers' access to the property. With so many suppliers coming and going at all hours, the system provides detailed logs of visits and screens against watch lists, which aides with access, accountability, and compliance. “We're able to pre-register visitors and ensure contractors and suppliers are in compliance with licensing and insurance regulations and non-disclosure agreements in advance. Pre-registration can be online or we can register them as they arrive, and identification badges are quickly printed using driver's licenses,” stated Arnett.
iView's license plate recognition (LPR) system monitors vehicle activity by reading and identifying license plate numbers as they enter the property. “The LPR system has proved be a tremendous advantage to proactive security management measures by assisting security in dealing with and intercepting unwanted or known individuals who have been identified on the watch, ban, or VIP list, before entering the casino,” said Arnett. The license plate cameras automatically trigger a notification alert if a license plate match is found, and security or police services are dispatched to investigate. “The license plate recognition is extremely accurate and provides a low-key and proactive approach without additional resources and enables us to shift from reaction to prevention mode,” said Arnett. Resorts World New York works with the local police agencies to monitor suspicious vehicles, and video footage provides law enforcement necessary documentation during legal action.
The Benefits
By deploying the fully integrated Incident Reporting and Risk Management solution, Resorts World is now well equipped to document, share and manage all of their security and surveillance information between necessary departments. Resorts World transformed their cumbersome manual processing into a high performance security risk management solution reaping real dividends which include:
* Automated Data Searching & Querying saved 68hours/ month searching and compiling single or multiple search criteria with the ability to save standard daily, weekly, monthly customized report filters as required.
* Incident Reporting produced a time savings of 76hours/ month with iTrak's central data repository providing detailed incident and advanced reporting statistics.
* Automated Identification & Notifications of trespass/ banned subjects on property, saves processing time and aids police with evidence, resulted in a savings of $10,133.76/year.
* Automated Dispatch Reporting saved 182 hours/month.
* Structured Data Collection & Reporting is simple, fast, accurate, date time stamped, consistent to reduce tedious, error-prone data entry, with documented audit trail is secure, searchable, instant statistical reporting and distribution.
* Incidents & Investigations - Ability to capture complete story, video, scanned documents, external files, links to long term DVR storage, real time video capture, legal and procedural form automation (Use of Force, WSIB, Trespass).
* Segmented Views all of incidents, correlates subjects, personnel and contact information.
* Cross-functional Communication of incidents, BOLO's. as well as Shift and Personnel Briefings were vastly improved with speed and efficiency.
* Minimum Training requirements provided for fast user readiness.
“We did not expect to see such significant benefits so quickly”, states Arnett. “By automating our security and surveillance functions, we have saved considerable man-hours reporting, searching and querying, not to mention the increased integrity of our data collected. We were able to realize full return on investment in just 4.5 months”.
“The security and surveillance staff immediately felt at ease using the software, given the simplicity and accuracy of the user interface. The software's logical workflow allows us to collect and manage data and rapidly analyze and act, as well as identify trends and share reports with Executive Management.”
In addition to tracking and reporting incident and events, Resorts World has implemented a layered approach to detect, deter and resolve issues in a proactive manner.
The Visitor Management system, iPass, checks in and monitors contractors and vendors/suppliers' access to the property. With so many suppliers coming and going at all hours, the iPass system provides detail logs of visits and screens against watch lists, which aides with access, accountability and compliance. “We're able to pre-register visitors and ensure contractors and suppliers are in compliance with licensing and insurance regulation, non-disclosure agreements in advance. Pre-registration can be online or we can register them as they arrive and identification badges are quickly printed using driver's license,” states Mr. Arnett.
The License Plate Recognition system, iLPR® monitors vehicle activity by reading and identifying license plate numbers as they enter the property. “The iLPR® system has proved be a tremendous advantage to proactive security management measures by assisting security to deal with and intercept unwanted or known individuals who have been identified on the watch, ban or VIP list, before entering the casino” says Arnett. The license plate cameras automatically trigger a notification alert if a license plate match is found, and security or police services are dispatched to investigate. “The license plate recognition system is extremely accurate and provides a low-key and proactive approach without additional resources and enabled us to shift from reaction to prevention mode”, said Arnett. Resorts World NY works with the local police agencies to monitor suspicious vehicles and video footage provides law enforcement necessary documentation during legal action.
Conclusion
“By automating and digitizing our security and surveillance data on one central reporting platform, we have achieved order, structure, and control on our data, allowing us to shift from reactive to preventive measures,” said Arnett. “The ability to have a complete briefing logs, complete with a full subjects history including media files and having the ability to share with our internal departments and outside networks using iView's intelligent video network has improved our communication and helps reduce potential losses or issues associated with advantage team play, shoplifting, fraud, and other undesirables,” stated Arnett.
“Resorts World New York has identified and embraced the holistic benefits of layering security and surveillance to incorporate the key cornerstones of people, process, and technology into their security and surveillance framework. iView's incident reporting and risk management system's fully converged platform manages a multitude of transactions and tasks including incident, visitor, and identification management. Resorts World New York is a model property implementing appropriate measures to safeguard the physical property and to minimize risks and operating costs through security layering,” stated Day.