Specsavers case study

Specsavers has been a familiar name on the high street for more than 30 years. Providing glasses to one in three people in the UK.
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Specsavers’ reputation is based on being a provider people can trust. It is therefore vital that security risks are mitigated, to make sure that the business can continue to fulfil this promise.

The company trades on still being a family-run business. Increasing the security awareness of Specsavers’ partners and retail staff is viewed as a key loss prevention strategy that ultimately supports the organisation’s profitability.

The strategy also supports the duty of care that Specsavers has to its employees and customers by developing knowledge of security behaviours that help both at home, on premises and whilst travelling on business.

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The challenge

Within Specsavers, there was a requirement to deliver a consistent level of information and cyber security awareness training that would ensure employees and the business were compliant with key legislation.

Specsavers Optical Group Ltd is a global retail chain, which offers optician services, along with eyeglasses, contact lenses and hearing aids. Employees in the retail stores, based on previous years, were considered a hard-to-reach audience.

With 20,700 employees across its 803 retail stores in the UK and Ireland, and a further 1,332 staff in its UK and Northern European support offices being earmarked for training, Specsavers needed a solution that brought greater engagement across the workforce.

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The objectives

To provide Specsavers with an information and cyber security awareness eLearning course that:

  • Delivered learning on identified information security topics in an engaging, entertaining and interactive format, in line with the company values
  • Educated employees about the information and cyber risks and threats facing Specsavers
  • Assessed employees’ knowledge and understanding before providing them with constructive feedback
  • Was SCORM compliant for ease of implementation and recording of management information for audit purposes

The course was designed to engage staff in:

  • Using your computer securely
  • Handling information securely
  • Working securely in the office, store and remotely
  • Working with external third parties
  • Reporting a security incident

Our methodology

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Dedicated and open communication

A dedicated project manager and communications specialist was appointed to ensure the timely delivery of the SCORM-compliant eLearning courses on a bespoke and dedicated platform.
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Scoping and collaboration

After in-depth scoping and collaboration with the Specsavers information security team, TSC benchmarked the current standards of security awareness within Specsavers and diagnosed the most probable areas of security-related human error and risk.
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Understand culture

Understanding the Specsavers culture was key to ensuring the scenario-based content was highly relevant to the user to encourage a change in behaviour, rather than an increase in resistance.
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Based on these findings TSC created and delivered:

  • Bespoke eLearning

    A comprehensive training solution to educate employees about the information and cyber risks and threats facing Specsavers. This was developed based on key information and learning from the information security team. Interactive modules, which formed part of a course and clear guidance to deliver best practice advice to employees was delivered before assessing their knowledge and understanding, then providing feedback. Course content were designed for different groups within Specsavers; segmented training for office-based and retail employees.

  • An animated infographic

    An animation which focused on key themes and risk areas within the business. This useful and memorable learning aid is used within Specsavers’ induction programme to inform new starters to ‘Secure the information, Protect the brand’.

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The results

"The results speak for themselves. TSC provided us with a clear direction, bringing insight into how we could improve the security-awareness culture of Specsavers and provide some great learning outcomes. 

Working in close collaboration with our security team, TSC has helped provide us with this wonderful foundation to build upon. I’m immensely proud of what we’ve accomplished. Our objective now is to sustain the education and build upon these figures."

- Chris Mortlock (Director of Global Information Security)

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