Security system installers: how to select the best – As featured on www.info4security.com 13 Sep 10

When the security manager is looking to team up with a quality security installer on that all-important systems upgrade, what are the main points to consider in sourcing the best provider? Peter Houlis offers his views.

The world has changed since the ubiquitous alarm box adorned every High Street premises and was seen as the answer to the UK’s crime problems.

Even the proliferation of CCTV cameras first energised in the early 1990s has failed to tackle all of today’s security issues and problems.

Meantime, there’s no doubt that globalisation and international terrorism have realised new risks and dangers. Burgeoning levels of anti-social behaviour, violent crime, burglaries and the real and present danger posed by terrorists (among them home-grown activists), coupled with the prevalent claims culture and pressure of accountability, make for a heady mix which must be dealt with by the police and its partners in the law enforcement arena.

Indeed, it’s fair to say that the demand for effective security solutions is greater now than it has been at any point in our past.

Whatever your walk of life, in today’s world good security is of paramount importance, not just for the protection of people and property but also for safeguarding reputation, brand and business success.

It’s also becoming increasingly important within the realms of business continuity.

An arsenal of security options

While no-one can deny the importance of a good burglar alarm, the days when that alone could be relied upon to solve every criminal ill have long since disappeared into history.

Fortunately, today’s security professionals can draw from a substantial arsenal of security options, with technology providing many cost-efficient ways to improve security for everyone.

Low cost options can be as simple as locks and barriers, good lighting, staff awareness training and even physical landscaping of a given site.

Technology provides a plethora of electronic security devices such as CCTV, access control, intruder detection, asset tracking, GIS mapping, communications devices and integrated systems.

World events have created the need for a cohesive approach to security solutions underpinned by more reliable and sophisticated systems and a demand for more knowledgeable security providers.

UK security industry: what does it look like?

The UK’s electronic security industry is largely un-regulated. At the present moment, anyone can set up a security installation business.

There are some first class companies out there, but also many bringing the industry into disrepute.

At last count, there are thought to be circa 4,000 companies (excluding a number of electrical contractors) involved in installing security systems. Along with a few household names whose alarm boxes adorn every High Street, the majority are SMEs installing domestic and commercial intruder alarms. Most of them have the ability to install basic CCTV and small access control systems, but lack the experience to implement and maintain larger and more complex systems.

Unlike the security guarding sector which is now Government regulated courtesy of the Security Industry Authority (SIA), the electronic security sector is self-regulated. Of the 4,000-plus companies in existence, approximately 1,800 of them undergo voluntary inspection by one of the industry’s recognised inspectorates.

Demonstrable need for change

Sadly, as stated earlier the intruder alarm no longer addresses all of the security risks prevalent in today’s society. Securing modern day risks requires a more integrated approach and greater use of modern technology.

The development of digital IP-based systems and network video has had an impact on traditional security installers who are now faced with the challenge of understanding the language of the IT world and learning new IT skills.

Conversely, the competition posed by the IT industry is discovering the need to develop an understanding of security and security disciplines.

As a result, a new small breed of security integrators has evolved. They have the skills and knowledge levels to converge disparate systems, merge different technologies and install and integrate complex ‘high end’ CCTV and access control systems.

This doesn’t demean the professional intruder alarm companies or their engineering capabilities. It simply defines that the technology involved requires different skills sets and training in combination with a high level of IT and computer literacy.

Good security integrators are usually forward-thinking, flexible to change and have the ability to clearly understand customers’ objectives by working closely to achieve a common goal.

They demonstrate a sound knowledge and experience of a diverse range of equipment and systems and are able to think ‘outside the box’ to provide creative solutions using technology to address customers’ particular issues.

Salient points to consider

As an end user, then, how do you evaluate and choose the right security systems partner and, in turn, reduce the expensive risk of picking the wrong provider?

I know from experience that a large portion of tender pre-qualification questionnaires fail to elicit information about a company’s ability to actually carry out a project.

Financial/economic standing is vital. Check their financial stability. What’s their turnover in the relevant disciplines, and is it relevant to your system requirements?

A company installing £1,000.00 intruder alarms or small CCTV systems may not have the resources or in-house capability to implement larger or more complex CCTV, access control or integrated systems projects.

Also, do they have insurance cover relevant to the level and nature of the work being undertaken?

When it comes to technical capacity, do they appear on the SSAIB or NSI list of approved installers, or carry similar relevant third party approval?

Ask about staff skills, experience, and numbers: do they have sufficient resources? Are they qualified in the relevant disciplines? Are they directly employed, vetted and hold ID cards. Do they have corporate clothing so they are easily recognised on site?

Does the company have the requisite project management skills and adequate resources in place to implement your project efficiently with the minimum of disruption?

In-house technical ability

Does the company possess the in-house technical ability to be able to support the system(s) being installed? Does it have dedicated installation and service engineers?

In many smaller organisations the installation and service engineer is one and the same person, which is far from ideal. If he’s on a service call for someone, he’s not carrying out your installation and vice versa.

What accreditations, awards and memberships do they hold? Are they ISO 9001:2008 quality assured, and does their scope match your requirements?

Does the company hold the relevant environmental and Health and Safety accreditations? Is it registered with CHAS, Constructionline, SafeContractor or Linkup, etc?

Does the company they have a procedure for appointing and managing sub-contractors? Does it provide, in advance, all makes and models of equipment being proposed? Are the products non-proprietary so that you’re not locked into them?

Are the engineers in front of you trained on those products you’ve selected?

That all-important project experience

Is the security company able to demonstrate experience in projects similar to that which you require?

Can it provide at least three customer references for the required discipline in your area/industry sector? Is it a similar size and type?

As well as taking up references, I’d suggest you make a few site visits and take the opportunity to check the general quality of previous installations. A quick look behind equipment and/or in control panels is a good indicator as to the standard of workmanship.

Is the wiring neat and professionally terminated using the appropriate connector? Are cables clearly marked? Nine times out of ten you will find a bird’s nest of cables.

Ask the client on site if the project was completed on time, within budget and in a safe and secure manner.

Does the company you’re thinking of appointing have the relevant Health and Safety documentation, method statements and risk assessment capabilities to hand? Don’t be afraid to ask for samples.

Is there an intention to provide you with handover documentation and a comprehensive O&M manual? Again, ask for samples of where this has been the case for other installations.

Aftercare support: another essential

Does the security company provide a 24-hour, 365 days a year technical assistance line staffed by trained personnel?

Does it have a service team with call-out engineers available 24/7, 365 and who are experienced in carrying out repairs on the type of system you have installed?

There’s little point in sending a burglar alarm engineer to a fault on a major CCTV scheme just to meet call response times.

Do they hold spares for the equipment they propose to install, and do they have a good, active working relationship with the equipment manufacturer or supplier? Or do they just install whatever’s ‘Flavour of the Month’?

Does the company provide a comprehensive and preventative maintenance support facility with a choice of service levels?

Also, is it proactive, introducing you, the end user, to developments in technology and Best Practice?

Security consultants: employing their services

If you have a large or complex security requirement and lack the necessary in-house design skills to draft an operational requirement or security strategy, you might wish to consider employing the services of a security consultant.

Remember that there’s little regulation governing security consultants. Most M&E consultants will offer security consultancy, but few have the relevant industry knowledge.

Again, it’s vital to do your homework and choose a consultant with knowledge experience and a proven track record in the discipline(s) you require.

A good consultant will carry out your risk assessment, assess your budget, prepare the operational requirement and select suitably qualified prospective suppliers to quote for the design and implementation of a system to meet the brief.

Alternatively, they’ll prepare a full-blown technical specification with relevant plans and drawings, and carry out a full tender process for the procurement of a suitable system.

Remember also that the cost of the consultancy service will probably come out of your security budget.

Protection of people and property is a complex business

Choosing a security partner to protect your people and property is a complex business: get it wrong and you have a lot to lose.

Always pick a specialist in the discipline you require and do your homework. Quiz the potential supplier about their in-house technical ability and do take up references.

Remember the company will likely provide you with references from their best customers, so make a site visit or two and visually check the workmanship for yourself. It’s well worth the time you will spend.

Ineffective responses to any of your questions should make your own alarm bells ring!

Peter Houlis is managing director of 2020 Vision Systems