I write about change quite a bit because I am fascinated with all of the various elements that make change both interesting and dreaded by most people. To write about a subject, many writers research the subject matter they are tackling. I do this too, but I prefer hands-on experience. Reality changes in a hurry in our business world. What can this principle teach us in the world of convergence security technology?
Plenty, if it means you have the responsibility of delivering sustainable security solutions your customers count on every day. So let’s use a real-life example to more closely examine the tactical side of security. The challenge was to design, sell, install and commission a replacement of a 30-year-old+ mag stripe electronic access control system with a new IP-based system. Now, for plenty of you this challenge is a walk in the park, part of your everyday security business life. For others, it is not — including yours truly. Yes, I have security system integrator experience with a large company and founded an IP video integration company, but it’s been a few years since I strapped on a 33-inch tool belt. Wisdom and waist size have both grown a bit over the years, but that didn’t stop me. I was up to the challenge and charged forward.
Changing the Mindset on Decades-Old Ways
What I know about security technology from an application and elemental building blocks perspective is much different than putting the IP system puzzle pieces together onsite at 5:30 a.m. because the customer opens for business at 11 a.m. Ladders are unsightly, liability increases and the business operations are impacted — not to mention dropping fiberglass from the ceiling tiles into someone’s glass of beer.
The pressure of doing an IP installation properly in the correct sequence, and coordinating other contractors and supplier support while wrestling with old technology, is as close to “ground truth” as you can expect in the civilian world. Schedules and timing are important when you cut over an access control system. The old system has to continue operating while a new system is readied to take over the workload on a very specific date (no pressure here to get it right!). Now add to this the expectation of your customer for a significant operational improvement and you are involved with a bare-knuckle fight with change. Did I mention that I love a good challenge with change?
Here’s how this installation tale began. An acquaintance is a controller for a chapter of a large, well-known fraternal organization that has thousands of chapters worldwide. And he is not just any controller ... he was recognized nationally in 2012 as the best in the country, a guy who knows a thing or two about business and return on investment. He knew I worked in the security field so we started talking about the mechanics and costs of membership-based organizations that restrict/permit access based on bylaws and being current with their dues. Now add some size to this challenge. This particular chapter has approximately 800 male and female members, each with separate requirements.
So how were they managing access privileges? Every year the chapter needed to order new magstripe cards for all its members. This is an old credentials technology, so you can understand some of the cost factors. These credentials had to be replaced every year when membership dues were due. To this cost add the management time for physically handing over a new credential once dues were paid. This process has obviously worked for 30+ years, but what would the future look like for 30-year-old+ magstripe readers and 24VAC electric strikes? How long would they last? Could they even be repaired? How long could they disrupt operations if they did fail? Perhaps it is time to consider a change in electronic access control technology and upgrade the system.
Analyze Your Recommended Technology Applications to Ensure They Are Appropriate
I initially recommended a biometric solution since it would entirely eliminate the cost and management of card credentials. I like cool technology that is affordable and reliable (and I just wrote about this technology a few months ago, noting that it is an obvious solution to recommend).
But not so fast — remember, blindly recommending the application of technology can be dangerous, as well as narrow-minded and myopic. Does this sound like anyone you know or work with perhaps? We all are guilty of sticking with a “true blue” product or supplier because it is the path of least resistance. Guilty as charged.
How can you avoid the automatic product choices in your comfort zone? Ask the right questions. While biometric fingerprint technology is affordable and reliable, it isn’t a panacea. There is a large percentage of chapter membership groups that evolved in the late 1950s, and using new technology can be intimidating and less effective with their older members. Consider the lifetime use of older members’ hands and the gradual deterioration of their skin.
Biometric fingerprint technology has come a long way in the past five years but still has its limitations. What about facial recognition biometrics? Yes, the technology does work better in this application, but consider the perception of the older members and their comfort level of using card credentials for the past 30+ years vs. presenting their face to a reader or camera … it might feel a bit Orwellian, no?
Applying new technology and, more importantly, the right technology means asking your prospect/customer the right questions then considering the impact of change your solution delivers.
In this particular installation challenge, what was the best choice? An RFID credential solution made the most sense from a cost, application and functionality perspective. With several good choices for reliable IP access control systems I chose a new supplier, breaking out of my comfort zone, that I had done some consulting with to test my thinking.
I started by asking the appropriate questions to ensure the technology would fit the application. For example, how simple would it be to manage from a customer’s perspective? How cost effective would it be now and in the future? Once I got the answers I needed, it was time to kick the tires and light the fires.
The hardware and software components were fairly straightforward and not overly complex to process. Actually they were quite simple, and who doesn’t love simple? The documentation gets a C+ in my book and has room for improvement.
The supplier’s customer support in the field at crunch time — you know, when the customer is looking over your shoulder — was an A. The price vs. value delivery was in the A+ range, allowing me to provide additional spare parts and lots of extra credentials, which all IP systems you sell should absolutely have. This will ensure that any future service or maintenance will be fast, which is especially pertinent for electronic access control installations. What other challenges should you consider?
Thanks to Mr. Paul Boucherle for help.
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