Alarm Receiving Centre’s. Their Crucial Role inProtecting People & PropertyDAVID FOSTERGeneral Manager, Response Service CentreIFSEC INTERNATIONAL 2013Tuesday 14 May 2013
Scope of Presentation• Typical Role of an Alarm Receiving Centre– Broad Definition– History– Key Elements / Accreditations– Role of an Alarm Receiving Centre’s (ARC)– Services Provided by ARC– Future of the ARCBS5979 CAT ll ARC 24/7 Human Response
Definition of Alarm ReceivingCentre• Activity based secure environment.• Manned 24/7 – 365 days per year.• Processes electronic data from various external sources (Alarms Systems,CCTV Systems, Building Management Systems etc).• Analyses and Interprets the data transmitted (Electronic / Human Interface).• Communicates a suitable response based on specific escalation procedure,compliant with current regulation i.e. ACPO etc.• Closes incident once escalation procedure has been completed.BS5979 CAT ll ARC 24/7 Human Response
History of Alarm Receiving Centre• Remote monitoring of alarm signals dates back to1970s.• Originally took the form of automatic tape diallers calling 3rdparties i.e.Police, Owners, Neighbours, Security Guards etc.• Used standard telephone line to call recipient.• Played recorded message providing location and other related information.• Used by all major security installers and emerging businesses.• Increased use of automatic tape diallers resulted in significant demand onemergency services.BS5979 CAT ll ARC 24/7 Human Response
History of Alarm Receiving CentreCont’d• Large number of alarm signals were false alarms.• Taped message often of poor quality...information not discernable.• Monitoring easily overcome – cutting of telephone line.• Pressure from Police, Insurers and other Stakeholders resulted in improvedforms of communication being developed and implemented.• Direct lines to Police stations became an option.• Increased call volumes, need to reduce Police resource required to monitoralarms, combined with further regulation resulted in the demise of the DirectLine. Direct lines were subsequently abandoned and a need for 3rdpartymonitoring evolved.• The Alarm Receiving Centre was born.
What is an Alarm Receiving Centre?– Fully secure environment – Significant Financial Investment• Building (Purpose Built)• Access Control• CCTV System• Intruder Alarm/System• Panic Alarm System• Fire Alarm / Fire Suppression– Communications – Multi-path routing fromindependent service providers– IT Resilience – Multiple Servers etc.– Disaster Recovery and back up station– Staff screening BS7858– Full quality process, management and audit programme
The Role of the Alarm ReceivingCentre• Alarm Receiving Centre’s (ARC) plays a critical part in protecting bothpeople and property.• Monitors a wide range of systems on a 24/7, 365 day per year basis.• On receipt of an alarm signal, the ARC will perform an escalation procedureagreed by the client and in line with current regulation.• The required response is dispatched and both people and property remainprotected.• The key stakeholders are– Installers.– Customers.– 3rdParty maintenance providers.– Emergency Services.– Other key responders (security patrols, keyholders).BS5979 CAT ll ARC 24/7 Human Response
Services Provided by AlarmReceiving Centre’s• Alarm Receiving Centre’s (ARC) play a critical part in the remote monitoringof signals of varying types which are transmitted electronically throughvarious communication paths.• Examples of signals/alarms are:– Intruder.– Fire .– Panic / Lone Worker.– Assisted Living / Tele-Care.– Mobile / Vehicle Tracking.– Environmental Signals– Adhoc Signals– Proprietary Software - Flexibility• The above list is endless. All signals received are processed and filtered inline with both customer and industry specific escalation procedures andoften involve response from emergency services.
Services Provided by AlarmReceiving Centre’s Cont’d• Alarm Receiving Centre’s also have the ability to perform specific functionsas part of their widening scope of service provision.• Other functions are as follows– Conventional and I.P CCTV Monitoring.– Remote Video Guard Tours.– Bespoke Monitoring (FM Services).– Plant, Machinery, Process Failures.– Managed Access Control.– Responding to Elevators/Barriers.– Wireless Alarms (Void Properties).– Out of Hour Call Handling.• Service provision is limited only by the technology available to us today.BS5979 CAT ll ARC 24/7 Human Response
Range of Monitoring Services• Alarm Receiving Centre’s use a range of monitoring services specific to thesignals being generated and received.• Intruder– BT Redcare– CSL Dualcom– Webway One I.P.– Emizon I.P• CCTV– Adpro– Dedicated Micro– Heitel– TeleEye– Video Domain Technology• The list is not exhaustive and many of the above may be present at IFSECtoday
The Future for Alarm ReceivingCentres• There are currently some 60+ Alarm Receiving Centre’s in the UK.• Demands for monitoring increasing and further growth is to be expected.• The barrier to entry is significant in terms of cost and investment.• Significant opportunity for existing ARC, market is becoming morecompetitive in nature.• Quality and Service provision are seen as key enabler to customer retentionand future growth.BS5979 CAT ll ARC 24/7 Human Response
The Future for Alarm ReceivingCentres• Technology continues to develop and provides opportunity and of coursesome significant challenges (CCTV, Mobile, and I.P.)• Regulation is changing constantly to reflect developments and commercialenvironment• Methods of verification are changing as video and audio are further adoptedby manufacturers and installers.• The aforesaid technology is an enabler for ARC’s to improve theirverification processes and further reduce false alarms.BS5979 CAT ll ARC 24/7 Human Response
The Future for Alarm ReceivingCentres• Remote configuration and maintenance of installed systems byARC’s/Installers offers further add on services, reduces cost to installer andcustomer.• Mobile technology is fast developing and with the advent of mobile, vehicle,people and asset tracking, significant advancements can be expected inthese key areas of growth.• Overall, the future of the evolving Alarm Receiving Centre is assured.BS5979 CAT ll ARC 24/7 Human Response
Thank you for your timeAny questions?Remember to visit us atStand J30David FosterGeneral Manager – Response Service Centre