KEN KIRSCHENBAUM, ESQ ALARM - SECURITY INDUSTRY LEGAL EMAIL NEWSLETTER / THE ALARM EXCHANGE You can read all of our articles on our website. Having trouble getting our emails? Change your spam controls and whitelist ken@kirschenbaumesq.com ********************** Remote Monitoring From Home-Lessons Learned; one central station’s experience September 19, 2023 ************************ SEE WEBINAR REGISTRATION BELOW – REGISTER NOW ************************* Remote Monitoring From Home-Lessons Learned; one central station’s experience ************************* Ken, Below is a concise breakdown of our experience. We at Dynamark Monitoring are more than happy to share this publicly. Remote Monitoring From Home-Lessons Learned We are happy to share our experiment with remote monitoring and the lessons we learned. During the early peak of the pandemic we were concerned the state would force us to close our dispatch centers. To create a fail-safe we began operationalizing technology to allow dispatchers to work from home. We also sent all non-dispatch staff home, excepting management and used the additional space to spread out and create teams of dispatchers. If a team member in a pod became infected we sent the entire team home to work remotely. For about 3 weeks roughly a third of our dispatchers were working from home at various times. Here are some of the key findings we had. * Performance Declined * Performance suffered dramatically for the group of dispatchers at home relative to those on site. The disparity was for a variety of reasons such as unstable internet connections at their home, inappropriate workspace privacy, and for some just a general lack of structure which helped them stay focused while in the office. Network and Technology Issues * We experienced latency issues interacting with the technology stack. While the cloud may be great, it is not an equal substitute for being inside the network. Speed and performance diminish notably on VPN networks versus something dedicated like an MPLS circuit between sites. This may not matter in many industries but every second counts in our business. Security Gaps * The largest elephant in the room is the gaping security risk created by remote access to the technology stack. While we were fortunate to avoid any issues, it was partly good planning and a little bit of luck. The security of your environment is only as strong as the people and devices you allow to access it. With remote monitoring the door is wide open for the dispatcher on the other end. While there are ways to mitigate these risks, there is no getting around the substantial increase in risk exposure. After a few weeks of testing we asked all dispatchers to return to the office. While many were nervous and it made recruiting more challenging we found ways to take care of our team members and make it an even better place to work. I am not against remote work as a whole, but our experience suggests that as it relates to life safety monitoring it is a significant step backward from the high standards our industry has come to expect. Trey Alter, President, CEO Dynamark Monitoring 855-875-7233 https://www.dynamarkmonitoring.com/ *************************** Response *************************** Thanks to Dynamark for sharing its experience. Refreshing honesty. I know we are going to hear all about this and other experiences during the webinars, though the presenters may have remote operator experience only during the mandated shutdown [which I do not believe applied to the central stations, but everyone was in panic mode]. Central stations should be prepared to address these issues: I think it would be great to admit that you used remote operators temporarily and still do. I think any cs that did or does use remote operators should explain: * what technology was engaged to ensure reliable connections * what policies were imposed on the home environment and how was that policed * why the policy was implemented [may have to admit it was money saving as well as impossible to find operators at any pay scale] * most importantly, what is experience with operator performance, dealer complaints, and were there any mishandled signals resulting in actual loss or end user dissatisfaction resulting in cancellation of the account by the customer Don’t miss the central station webinars; register now **************************** WEBINARS SCHEDULE and REGISTRATION: SOFTWARE // CENTRAL STATIONS ********************** SOFTWARE WEBINARS: With all the discussion, and dissatisfaction, about management software our first webinar series is by software providers offering comprehensive software programs for the alarm industry. ********************** Title:Fieldhub:All In One Operations and Accounting Software For Security and Fire Integrators When:October 3, 2023 noon ET Why attend: FieldHub is a comprehensive software program that integrates proposals, planning, warehouse inventory management, scheduling, field technician mobile applications, invoicing, accounting, tracking systems and devices, creation and linkage of a central station account, and much more Who should attend: managers and owners Presented by: Miles Fawcett, Founder and CEO of FieldHub Inc. 202.417.8196; miles@fieldhub.comwww.fieldhub.com Hosted by: Ken Kirschenbaum, Kirschenbaum & Kirschenbaum PC Register here:https://attendee.gotowebinar.com/register/2290942861013931612 *********************** Title:Micro Key Solutions When:October 4, 2023 noon ET Why attend: Robust Accounting and Monitoring Solutions for the Security Alarm Industry delivering user-friendly, seamlessly integrated accounting, service, and central station monitoring software that centralizes your data, integrates service tracking, and streamlines operator communications. Who should attend: managers and owners Presented by: Victoria Ferro, President, Micro Key Solutions, 407-870-0040; vferro@microkey.com www.microkey.com Hosted by: Ken Kirschenbaum, Kirschenbaum & Kirschenbaum PC Register here:https://attendee.gotowebinar.com/register/6163494282721597275 *********************** Title:Innovative Business Software: operating software for central stations When:October 5, 2023 noon ET Why attend: Innovative Business Software is central station solution to smooth operation and integration Who should attend: managers and owners Presented by: Jen Kolind, President and CEO of Innovative Business Software Inc. 469 556 2822; jens.kolind@innovative247.com www.innovative247.com Hosted by: Ken Kirschenbaum, Kirschenbaum & Kirschenbaum PC Register here:https://attendee.gotowebinar.com/register/2817426411948243036 *********************** Title: WorkHorseSCS When: October 11, 2023 noon ET Why attend: Alarm business operating software solution for Sales, Field Service, Customer Service, RMR (Recurring Monthly Revenue), Electronic contracts and Digital Signatures, all conveniently housed in one unified platform. Streamlines your alarm company's processes with Single Point of Data Entry solution. Integrates with over 40 Central Stations, along with leading platforms like Alarm.com, Alula, resideo, SecureCom, and SecureNet. Who should attend: Managers and owners Presented by: Steven Hayes, 941.229.8200 steven.hayes@workhorsescs.com www.WorkHorseSCS.com Hosted by: Ken Kirschenbaum, Kirschenbaum & Kirschenbaum PC Register here: https://attendee.gotowebinar.com/register/3965237386615522648 ***************************** Central Stations series: Why You Should Be Monitored By Our CS Hear from the leading central stations and “Why you should be monitored by” that central station. The topic of remote operator monitoring from outside the central station facility and the dynamics that issue presents is sure to come up. The question you need to be asking is why isn’t your central station participating and why are you still using your central station if it’s not participating? ************************ October 17, 2023 noon ET,Emergency 24 Registration Link: https://attendee.gotowebinar.com/register/5032873072502046552
October 31, 2023 noon ET, Rapid Response Monitoring Center Registration Link: https://register.gotowebinar.com/register/2959829660260960857 ********************** STANDARD FORM AGREEMENTS: To order up to date Standard Form Alarm / Security / Fire and related Agreements click here: www.alarmcontracts.com *************************** CONCIERGE LAWYER SERVICE PROGRAM FOR THE ALARM INDUSTRY - You can check out the program and sign up here: https://www.kirschenbaumesq.com/page/concierge or contact our Program Coordinator Stacy Spector, Esq at 516 747 6700 x 304. *********************** ALARM ARTICLES: You can always read our Articles on our website at www.kirschenbaumesq.com/page/alarm-articles updated daily ************************* THE ALARM EXCHANGE - the alarm industries leading classified and business exchange - updated daily. https://www.kirschenbaumesq.com/page/alarm-exchange ************************* Wondering how much your alarm company is worth? Click here: https://www.kirschenbaumesq.com/page/what-is-my-alarm-company-worth ****************************** Getting on our email list / Articles archived: Many of you are forwarding these emails to friends or asking that others be added to the list. Sign up for our daily newsletter here: Sign Up. ************************** Ken Kirschenbaum,Esq Kirschenbaum & Kirschenbaum PC Attorneys at Law 200 Garden City Plaza Garden City, NY 11530 516 747 6700 x 301 ken@kirschenbaumesq.com www.KirschenbaumEsq.com
