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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VECTOR SECURITY – VERY SERIOUS ABOUT FALSE ALARMS PDQ's 14 Best Practices Points 1. Advertising, sales literature provide realistic expectation of alarm response 2. Salespeople explain permitting requirements, fees and fnes 3. Use of SIA CP-01 control panels 4. Use of Enhanced Call Verifcation (ECV) 5. Contact customers after every false alarm 6. Track worst false alarm offenders and take action if needed 7. Instruct customer on verifcation process and keep call lists updated 8. Ongoing communications with customers 9. Installers have minimum NTS Level I or II training 10. Customers thoroughly instructed on all system operations 11. Checklists used for installers and customers 12. Unique or additional initiatives (e.g. video verifcation) 13. Development of strong working relationship with local law enforcement 14. False dispatch rate accurately calculated, tracked and reduced Can your approach act as a blueprint for other alarm companies to follow? Is it applicable to frms of all sizes? Killian: I say yes, wholeheartedly. We believe our program is one of the best in the industry and our results back that up! However, there are a number of variables. Every company can and should have a program in place no matter what size they are. Smaller companies may not have the ability to dedicate an employee solely to a program; however, they can still implement a reduction program by using best practices. What impact does the PDQ program have on the industry? Killian: Te PDQ program is very valuable to our industry. Te information fow from the winners of these awards helps Vector Security President and CEO Pam Petrow accepts the 2013 PDQ Award and $1,000 check at ESX in Nashville, Tenn., from (l-r) SIAC's Stan Martin, SSI's Scott Goldfne and Honeywell's Gordon Hope. those companies that don't have a program in place to start one, and those that do may fnd the information they need to fne tune and achieve their goals. Vector Security is the frst two-time PDQ winner. How has your alarm management program evolved since the frst award? Killian: We've learned so much since then and as more public safety agencies passed ordinances, we have had to continuously review our practices to make sure we were in compliance. Our ofces have had to add staf to ensure compliance with permitting/registrations and requirements from these ordinances that may have been stricter than others. Our National Accounts Division created a department specifc to registrations/permits for our national retail accounts. ADS ADDS VALUE BY PRIORITIZING ALARM MANAGEMENT F ounded in 1968, the family-owned and operated Alarm Detection Systems (ADS) is a fullservice installation and monitoring provider based in Aurora, Ill. Serving approximately 30,000 customers throughout Northern Illinois and neighboring states, ADS operates a ULListed CSAA Five Diamond Certifed central station. Founder Bob Bonifas is a member of SSI's Hall of Fame, and the company won the PDQ Award in 2008. Among the areas ADS' 57-page submission most impressed PDQ judges were advertising and sales literature setting realistic response expectations; tracking repeat false alarm offenders and making sure installers are well trained. One of the unique aspects of ADS' offerings is video verifcation. In fact, the company supports the Partnership for Priority Video Alarm Response (PPVAR). For more on this, see page 57. The PDQ endorsement letter from Joseph Groom, commander of police for the Aurora Police Department, in part read: "The population of the city of Aurora has grown more than 70,000 people over the last decade, to become the second largest in Illinois. Alarm Detection Systems Inc. is by far the most dominant commercial and residential alarm company in our community. Despite this growth, false alarms dispatched from our dispatch center from private alarms are down slightly over 40% over the aforementioned period." As further evidence of its commitment to improving alarm response, ADS Vice President Ed Bonifas, immediate past Central Station Alarm Association (CSAA) president, is co-chair of the Automated Secure Alarm Protocol (ASAP) program. ASAP speeds up the alarm notifcation delivery from central stations to public safety answering points (PSAPs). He has also crusaded against municipalities taking over and monopolizing fre alarm monitoring. Congratulations to ADS for being a 2013 PDQ fnalist. 36 / SECURITYSALES.COM / OCTOBER 2013 Alarm Detection Systems Founder Bob Bonifas (right), an SSI Hall of Fame inductee, shown with key staff members at the frm's UL-Listed, CSAA Five Diamond central monitoring center. The family owned and operated Alarm Detection Systems offers same-day service with more than 100 trained and certifed technicians.

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