The IFM + ISM Model at Alliander

Alliander develops and manages energy networks that supply electricity, gas, and heat to over three million households and businesses in the Netherlands. Managing more than 90,000 km of electricity grid and 40,000 km of gas pipelines, Alliander takes pride in maintaining some of the most reliable networks in the world. The complexity of its operations and the rapid changes in the energy landscape prompted Alliander to adopt a governance-driven organizational structure. Since 2017, it has entrusted Nsecure with the tactical and operational execution of its access and security policies, covering both human resources and technology.

This approach mirrors outsourcing models commonly used for facility management, but its application to security is relatively novel.

Alliander made a strategic choice to include Integrated Security Management (ISM) as a vital component of its facility team alongside the integral facility solution for soft services and the managing agent for asset management.

“The collaboration in this structure works well. Specialists from the different services complement each other effectively, enabling us to delegate tactical and operational responsibilities for security to Nsecure,”
— Mark Hamstra, Supplier Manager at Alliander.

A Unified Policy for Facility and Security

As the largest grid operator in the Netherlands, Alliander highlights the advantages of an integrated policy. Previously, it maintained contracts with multiple physical security providers, technical service providers, and a hospitality company. Transitioning from an IFM (Integrated Facility Management) model to an IFM + ISM model reduced the number of partners from over ten to just three.

This streamlined approach ensures compliance with laws and regulations, while IT security, intrusion detection, fire protection, and video surveillance have become significantly more efficient.

“This should be on every facility manager’s radar because, in our view, it represents the future,”
— Wim Vreugdenhil, Business Manager for Integrated Security Management.

Constructive Collaboration Among Chain Partners

Creating an effective service chain across different suppliers is a complex and dynamic task. It requires constructive collaboration and strong alignment among partners. Timely information sharing and precise agreements are crucial to achieving objectives, driving innovation, and maintaining optimal working relationships.

Integrated Security Management Services by Nsecure

Nsecure plans, coordinates, and monitors service level agreements, continuously analyzing and improving processes while prioritizing Alliander’s interests. From its governance role, Nsecure oversees the following services:

• Observation: Remote location opening and closing, access granting, intercom handling, video observation, incident and emergency management, and alarm verification and response.
• Functional and Operational Management: Access control and workflow authorization management.
• Service Management: Technical and application management, as well as incident management for access control and workflow authorization.
• Installation & Maintenance: Partly executed by Nsecure and partly by building-related service providers and suppliers.
• Manned Security: Alarm center operations, mobile surveillance, and site security provided by a private security company.

A Unique Approach to Performance Monitoring

Performance is evaluated based on predefined key performance indicators (KPIs). Notably, if a KPI is not met, Alliander and Nsecure do not resort to a conventional penalty system. Instead, Nsecure undertakes a Corporate Social Responsibility (CSR) project involving activities proportionate to the breach, aimed at supporting vulnerable groups in society.

“This arrangement underscores our commitment to socially responsible business practices,”
— Wim Vreugdenhil.