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False Dispatch Reduction,False Dispatch Reduction,It’s good for business!It’s good for business!

WHO IS SIAC?

Need for One-Voice to Represent the Alarm Industry!

Started Operation 2003501(c)(6) Non-ProfitGoverned by the Four North American

Alarm Associations

We manage the alarm issue for the major North American security trade associations.

One voice for the alarm industry…

SIAC, We work to…

Reduce DispatchesEducate all parties – SolutionsShare InformationPromote/Support effective ordinancesSupport Measures to Help Recover

Costs to Law Enforcement

Staff of Experts…

Experience:65 years in Law EnforcementOver 100 years in Alarm Industry

ManagementUnique team unequaled in North AmericaAddressed/Assisted 1000’s of agencies

AVAILABLE TO LAW ENFORCEMENT & INDUSTRY AS A FREEFREE RESOURCE!

Cooperative efforts…

Participate with IACP & NSA leaders & others

Conduct Seminars at National, State & Local Meetings

FBI – LEEDA Training

Assist alarm administrators on ordinance preparation

SIAC Action Items…

Ordinance w/Best Practices – Enforced!ECV (Multiple Call Verification)ANSI CP-01 Equipment RequirementWork w/ Worst Abusers

Train and Retrain CustomersService Promptly

Communication & Cooperation

Historical Concerns…

WHY Reduce Alarm Dispatches? Officer SafetyPolice Resource UsageFinesReal Threat of Non-ResponseUser Safety

What about business?

Why reduce false dispatches?Maintain Company ValueCompany ReputationBetter Account RetentionPreserve Police ResponseService RevenueCentral Station Activity

Establishing the value of your company.

Alarm companies are traditionally valued based on the recurring revenue generated by their customers.Alarm company’s are bought and sold by a

formula based on a multiple of the recurring revenue stream.

In rare cases additional value may be given to a company’s dominance in a market.

What do false alarms have to do with evaluating my company’s value?

A high number of false alarms and a high number of false dispatches can be an indicator of service or installation issues.

Companies with a high number of false alarms typically have unhappy customers and unhappy customers don’t pay in a timely manner.

Account Retention

Non-Response = 10% to 20% loss in monitoring revenue.

Combined with normal attrition a hold back could result in a 30 to 40% reduction in company value.

Non Response = Lower Multiples

Companies that purchase accounts pay less for accounts in markets where there is a non response policy in place.

How do I know if I have a problem?

Nationally the alarm industry has a combined factor of .90, or just under 1 dispatch per system per year.

What is your alarm factor?Divide your annual dispatches by the

number of monitored customers.500 customers and 500 dispatches= 1.0500 customers and 250 dispatches = 0.5

How do I address the problem?Start With 3 Step Approach

COMBATING ALARM DISPATCHES

The 3 Steps To Managing Alarms

Step OneEnhanced Call Verification

Step TwoUse CP-01 Listed Equipment

Step ThreeTarget Worst Abusers

Step One

ANSI/ CSAA Standard for Enhanced Call Verification or ECV

Enhanced Call Verification

ECV delays dispatch less than 1 minute.ECV reduces dispatches by up to 50%.

Fewer Dispatches = Faster Net Response

ECV reduces call loads at 9-1-1 and at the alarm monitoring company!

Enhanced Call Verification

ECV is required in Virginia, Florida and Texas as well as some local jurisdictions.

ECV is endorsed by IACP, NSA and FARA

ECV is an ANSI Approved Standard ANSI/ CSAA CS-V-01-2004.XX

ECV is a proven method to reduce dispatches

Implementing ECV in Your Company

Notify your customers of the change.Verification must be to two different

numbers.Ask your customers for Cellular numbers as

the second contact number. If using a 3rd party monitoring company,

notify them of this new procedure..

Step Two

ANSI/ SIA CP-01 Control Panel Standard

CP-01 Equipment

In an effort to deal long term with the cause of false dispatch requests the alarm industry developed a control panel standard to once and for all address the high incidence of customer error.

ALL ASSOCIATIONSPARTICIPATED

AIREF Alarm Industry Research & Education Foundation

CSAA Central Station Alarm Association

NBFAA National Burglar & Fire Alarm Association

SIA Security Industry Association CANASA Canadian Alarm Security Association

UL COMPLIANT

UL 609 - Local Burglar Alarm UL 611 & 1610- Central Station BA UL 684 - Mercantile & Bank UL 864 - Fire Protective Signals UL 985 & 1023 - Household Fire, BA UL 1635 - Digital BA Communicators UL 1641 - Residential Systems

WHY NEW STANDARDS?

Meeting of Industry Professionals...Need for further reductions...Need for standardization...Based on known solutions...Based on HIGH user error...

MOST Panel Manufacturers Participated!

False Dispatch Elimination

Most User Errors - During Entry/Exit: User Arms - Exits - Re-enters… User Arms - Fails to Exit in time… User Arms - Building still Occupied… User Arms - Exits Through Wrong Door… User Arms - Fails to exit at all...

False Dispatch Elimination

Most User Errors - During Entry/Exit: User enters - forgets code… User enters - fails to disarm within delay time… User enters - unfamiliar with system... User enters - through the wrong door…

non-delayedno keypad - unable to hear prewarn

New Control Panel Standards

Exit Delay:

Default - 60 seconds (Min 45 sec) Progress Annunciation - different sound the last

10 seconds of delay

AUTOMATIC RESTART of exit delay, ONCE!

(upon re-entry)

Recent Closing - signal sent if alarm within 2

minutes of Exit time expiration

New Control Panel Standards

Exit Delay: Fail to exit - arms all zones STAY MODE

Remote annunciation supported by panel

Exit Time DOUBLED if user disables pre-warning. (dealer cannot disable globally)

Exit Error - Immediate local alarm...

New Control Panel Standards

Entry Delay: Default 30 seconds (Minimum 30 sec) Progress Annunciation - different sound last ten

seconds of delay Pre-Warning Silenced - after 1st digit code entry Cancel Message window after abort window - 5

minutes

ALL BURG ZONES… “ABORT WINDOW”

Burglary - default 30 sec* (15-45 range)Fire - default No delayHold-up/Tamper - No delay

*May disable by zone or zone type!

LOCAL ALARM STILL SOUNDS - ONLY COMMUNICATION IS DELAYED

New Control Panel Standards

Other New Features: Upon Power Restoral 60 second settling out

period.. NO ALARM SIGNALS TRANSMITTED! Swinger shut-down - default - “1” (MAX-2)

Will reset after 48 hours - with no trips NEW (OPTIONAL)- Swinger Trouble signal sent after 1st

trip

Universal disarming sequence - code only

New Control Panel Standards

Other New Features: Cross Zoning features available 1+ duress Eliminated! *70 Call Waiting - 2nd Call Option… Test in Progress Features Preset Automatic Arming - Audible ! New “Simple” Instruction Card!

New Standards & UL

UL - Testing to the new standards...New UL sticker on panels...

LISTEDDESIGN EVALUATED BY UL IN ACCORDANCE WITH

SIA CP-01 Control Panel Standard - Features for False Alarm Reduction

Implementing CP-01

Educate your installation and service personnel how to program to the requirements of the standard.

Start with all new installations.Use on all service replacements.Target worst offenders.

Step Three

Working with Worst Offenders

Working With Abusers

Identify those customers with the highest number of false dispatches.

Usually less than 10% of client base. Schools Municipal Buildings Churches Banks Large Retailers Other locations with multiple users

Establish Your Base Line

Nationally Residential alarm systems have a dispatch

rate of .30.Commercial alarm systems have a dispatch

rate of 1.27.

Identify The Problems

1. Most likely problem is user error.

2. Second most common problem, is misapplication of technology.

3. Third most common is power related.

User Error

Over 75% of all dispatches are the result of user error with over half occurring during the entry/ exit periods. Check delay periods, use CP-01 Defaults;

Minimum 60 seconds Exit and 30 seconds Entry

Eliminate all 1+ duress programming; Program call waiting “*70” prefix; Make certain customer knows the phone number

and process to cancel a false alarm.

Misapplication of Equipment

Most common is inadequate technology to match environment for motion detectors. Use only motion detectors that meet ANSI/ SIA PR-01

Standard. Harsh Environments Pets

Use only contacts that meet the ANSI SIA Contact Standard.

Weather Related Alarms

Most bad weather alarms are result of weak or outdated batteries.Follow battery manufacturer’s

recommendations for battery replacement.Doors and windows that are warped or

misaligned need wide gap magnets.

False Panic or Hold Up Alarms

Use only dual action or recessed buttons.

Reprogram all 1+ duress alarms.Wire two bill traps in parallel.

What else you can do...

In House Employee Training Pro-Active Approach (Set-up Team)

Use new standards on existing panels Call customers within 24 hours of event Service promptly! Target 10 Worst Offenders Monthly

Use Central Station Software to Track!

Be an ACTIVE Member of the Local, State and National Associations

SIAC Website… siacinc.orgsiacinc.org

Resource CenterModel OrdinanceSIAC Resource CDStandardsTraining PresentationsContact Information

www.siacinc.orgwww.siacinc.org

ONE INDUSTRY VOICE FOR ALARM MANAGEMENT ISSUES….

Thank You

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