Security Sales & Integration

October 2013

SSI serves security installing contractors providing systems and services; surveillance, access control, biometrics, fire alarm and home control/automation. Coverage in commercial and residential product applications, designs, techniques, operations.

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Minds Its PDQ PHOTO BY BERT PASQUALE By Scott Goldfne Vector Security had a .13 false dispatch rate for Loudoun County, Va. Shown (l-r) Vector Security False Alarm Coordinator Afornia Hawthorne; False Alarm Reduction Unit Administrator, Loudoun County Sheriff's Offce, Shellie Reid; and Vector Dispatch Reduction Mgr., Washington District, Derrick Jackson and Alarm Services Mgr. Kristina Walker. peek under the hood to more closely examine the precise and powerful engine that drives Vector Security. Who are the primary people responsible for developing, implementing, fne tuning and maintaining the program? How was the mission accomplished organizationally? Pam Petrow: Te program was developed with input from all segments of the business — sales, operations and central station. Each controls a piece of the solution and all are needed to be included in order to assure they had ownership of the program. On a daily basis, the false alarm coordinators in each of the branches oversee activity and work with internal departments, the customer and the responding agencies to address issues. We have an individual at a corporate level that compiles the data and creates reports to show progress or shortfalls on a comparative basis by quarter. With the initial launch, we provided training at the branch level as well as a comprehensive program for implementation. What modifcations to the plan had to be made along the way and why? What are some of the areas you would still like to see improvement in and what are you doing to achieve it? Petrow: We continue to adjust our response protocols as needed. In addition, we have developed collateral to be E-mailed, and also refned end-user material to be easier to use and to en- courage interaction. We continue to seek ways to reduce commercial dispatches that are caused by user error. With turnover in personnel and cleaning services, this is a constant challenge. Having panels that are more user-friendly and integrating interactive services has helped but needs to be expanded. How costly of an undertaking was this; how did you budget for it? How does it ft into ROI terms? Petrow: Ours is not a hard cost model. We know we will have better agency response and a happier customer that will not attrit if we address problems that cause dispatches. In addition, f xing repeat alarms reduces the central station trafc and associated costs for responding to the activations as well as allowing us to handle real emergencies in a more timely manner. How difcult was it to get Vector Security's personnel to conform to the new policies and procedures? What has the internal feedback been? Patricia Killian (False Alarm Program Manager): Tere hasn't been any difculty. All employees are trained on our policies and procedures, which allow us to provide a higher level of customer service. We're able to reach out to the customer and resolve the false alarm problem they may be having. How do you coordinate efforts between your installation and monitoring departments/personnel? Are there a lot of meetings OCTOBER 2013 / SECURITYSALES.COM / 33

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