The End-User's Role In Integration

Feb 1, 2007 12:00 PM, By RAYMOND DEAN

Last month's article described how an end-user should go about selecting a systems integrator and what is reasonable to expect from that person and his or her staff (Visit securitysolutions.com to read last month's article). But the design, installation, training and maintenance of a sophisticated security system also requires significant involvement by the end-user.

Here is a look at a few things an end-user can do to make the job of the systems integrator easier, and, more importantly, to create the best possible outcome of a successful security system installation.

KNOW what you want to accomplish

Information and communication are keys to a successful project. They should not be doled out in dribs and drabs, but rather passed along like a baton in a relay race. And, have no doubt: It takes a team effort to bring a security project to a successful conclusion.

Most end-users do not know what the best products might be for their project, how to properly place or aim cameras to maximize coverage or what the performance differences are between digital and analog systems. But they do know why they decided to install or upgrade security. Was it to control access to sensitive areas? Were there concerns about protecting remote sites? Was there a desire to make security data available to a number of users over the corporate network?

Before even thinking of getting a cost estimate, users should share the reason for the job with the integrator. Let him or her know your concerns and those of your employees, contractors and/or vendors. Talk about any problems that may have occurred and even about potential situations yet to happen. And do not overlook expected growth of the organization.

When provided with this type of detailed information, the integrator can do a much better job in guiding you to the best possible solution.

APPOINT a project manager

Just as it is vital for the integrator to provide one person to act as liaison for the end-user, it is also important for the end-user to provide a single point of contact. The integrator's staff needs one person who can be reached to discuss changes, difficulties or other issues throughout the project. It is important that this person have access to the decision-makers within the end-user organization. Making sure that the integrator knows how to reach the right person for clear and quick communication will help to avoid misunderstandings and save time and money.

Depending on the size and scope of the project, you will need to make time for regular meetings and updates — either by phone or in person. This is an opportunity for both you and the integrator to make sure the project is on track. A lack of communication almost guarantees there will be problems.

If the installation will rely on the corporate network to transmit video and other security-related data, it is vital to have a representative from the organization's IT department involved in the project. The IT folks will probably have requirements that go above and beyond what other departments require in a security system. Get them involved early in the project to avoid costly changes late in the installation process. If new computers or workstations are involved, the IT department will want to verify their compatibility with the existing corporate standard. They may require early delivery to verify that compatibility, or possibly need to build and supply the workstations and servers themselves.

MAKE it easy for the integrator's team to work

Unless the project is being installed in new construction, there will be some interruption of the daily routine for you and your employees. With good prior planning, disruption can be kept to a minimum. The integrator's team will need access to your facility and places to park their vehicles and store their equipment. Badges and access credentials may also be required. Advise your employees of what is happening so that they feel they are a part of the project and will assist, when possible, to help to get the job completed.

It may be necessary for the installation team to work on nights or weekends to minimize disruptions or just to get the job completed on schedule. If so, make sure any necessary arrangements are made, and make sure this is known during the planning stage. Failure to plan for overtime or weekend work can negatively impact the budget with additional overtime work orders.

DECIDE who will be trained to use the new system

A system has little or no value if the end-user cannot operate it effectively and efficiently. Most integrators realize this and include training to follow the project's installation. It is important to decide who should be included in the training. Do you want one or two members of your staff to work with the integrator and share their knowledge with other employees? Or would you prefer that all employees charged with operating the system get hands-on training directly from the integrator?

SHARE with the contractor how his bills will be handled

Very few people are comfortable talking about money. But it is a very important issue for the integrator. He or she may have a dozen or more people involved in your project who must be paid each week. And the contractor also has to purchase the equipment, cabling, consoles and other items needed to complete the job. Any delays in paying bills on time may result in your project being delayed. A contractor not getting paid in a timely manner is the equivalent of you not getting your weekly paycheck on time — not something you would enjoy very often.

Your project manager should probably handle any discussions with the integrator about the billing process. However, if he or she is uncomfortable with that, provide the integrator with a contact in your accounts payable department.

Think of the process of designing, installing and maintaining your new security project as a team sport. An experienced, well-qualified systems integrator should be able to meet the needs of your organization. But the job will go much more smoothly if your company's employees are also working on the team to make the final outcome a success.

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Raymond Dean is president and founder of PEI Systems, Inc., a 32-year-old New York City-based security integration firm. PEI specializes in the design, furnishing and servicing of integrated security systems to the Fortune 500. Dean is also a founding member of SecurityNet, a group of independent security system integrators chartered in 1991.

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