5 Questions To Ask Your Systems Integrator And 6 Things to Expect

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

Whether installing a new security system or retrofitting an existing one, an important step for an end-user to take is selecting the best systems integrator for the job. The selection process is not always easy, but it can be made more reliable by asking integrator candidates to answer specific questions, by sharing user expectations up front and by carefully weighing the responses.

It is easy to get lost in the technical-laden jargon some integrators use or in the standard boilerplate materials common to most companies looking to win a job. Cut through the haze by asking the following questions to help you make the best choice for your job and to develop reasonable expectations of your new “partner.” Start with several integrators, either taken from the yellow pages or, better yet, talk to your peers and get word-of-mouth recommendations.

5 questions to ask

Do you have references? You should expect any experienced integrator to have many satisfied customers, including several with successful installations similar in scope to your own job. Remember, in systems integration, the size of the jobs performed prior to yours does count. Don't hire an integrator whose standard job is in the $50K range to do a $600K project. It is not just about doing the job; it is about doing your job…and doing it well. When all is said and done, the outcome of the project will reflect on your judgment and whether you made a correct decision.

Don't just look at the list of references the integrator provides. Call the contacts to make sure that the installation and related issues were completed smoothly and met expectations. Request that the integrator set up a meeting with the reference (or do it yourself), and take the time to visit the site. Pay attention to the “neatness” of the wiring, and look inside the panels and control cabinets. You should expect to see completed work that you would be proud to “walk” your senior management through. Ask about the integrator's response time when a problem develops. Find out whether the integrator displays a “sense of urgency” in a crisis when something goes wrong with the system.

Can you provide a detailed cost estimate and anticipated completion date? An end-user must have confidence in the final price and know when the project will be completed. You should expect both the cost and completion date to be met, barring any totally unforeseen problems or mid-job changes made by your organization. Make sure the integrator's time lines match your company deadlines and leave enough leeway “just in case”.

What special relationships do you have with equipment manufacturers? A thorough understanding of one product line may have some benefits, but as an end-user, you should expect your integrator to select equipment based on the specific needs of your project and not based on a particular brand. This is especially true in today's market. Manufacturers are pressing their integrator dealers to provide end-to-end solutions using only their products. Yes, it's nice to use only one manufacturer's products, but only if those particular components are best of market for the job they need to perform.

Do you have qualified IT personnel on staff? With more and more security installations involving a computer network to transmit data (both access control and video information), you should expect your systems integrator to be able to work smoothly with your own IT department. Look for credentials that would indicate IT competence on the part of the integrator. Check those credentials, and talk to the IT departments they have worked with.

Who will be my project manager? This is a critical question. The Security Industry Association (SIA) has developed a certification course for project managers, and the leading integrators in the security industry have made an investment in this training. Several other organizations also provide similar training courses. Insist that a “trained” project manager be part of your project team. Know whom you can expect to deal with on a daily basis. Be sure you know how to contact that person quickly should you have questions or comments about the work at your site. Get his cell phone and insist on getting the cell phone numbers of his senior management. And ask to meet this person and take the time to get to know him or her.

What to expect

From this point, you should have the necessary information to narrow your choices. Now let's look at some basic expectations you should have for your integrator/partner. Here are six things that are reasonable to expect from any professional systems integrator.

• Expect regular updates on the installation from the project manager. You want to know not only that milestones are being met on time, but also to be kept aware of any problems that affect the completion of the project or the bottom line. During the project you should make it your business to meet with the project manager on a regular basis.

• Expect the integrator's staff to conduct itself in a professional manner and work only during specified days and hours in order to keep interruptions to your business at a minimum. If certain aspects of the project need to be done after hours or on weekends, make sure the expectation is spelled out before the starts.

• Expect that if the job requires the use of subcontractors that the integrator's project manager handle all dealings with these other workers. Also expect those subcontractors to adhere to the same high standards of conduct, professionalism and performance you anticipate from the integrator's staff.

• Expect that once the job is finished, that your site will be left clean and tidy. Do not settle for packing materials, cables or wire clippings lying about. All floors and carpets within the project area should be swept or cleaned. It is normal to expect minor, inadvertent damage to walls, doors and fixtures during installation. It is also reasonable to expect that any damage will be repaired before the integrator leaves the site.

• Expect the integrator to provide adequate training in the use of the newly installed security equipment. The amount of training should be discussed prior to acceptance of the proposal and spelled out as to hours and number of personnel to be trained. Your integrator should also supply operating manuals as well as technical manuals for all components of the project.

• Expect that components of the system will fail from time to time. So make sure that your integrator has the ability to respond quickly to calls for service — even after hours and on weekends and holidays. You should expect your security system to be covered for a one-year period on both parts and labor. Pay particular attention to this during the integrator selection process. Some integrators will give only a three-month warranty on parts and labor and then charge for any repairs thereafter. Insist on a one-year guarantee period and make sure it is included with in the price.

Additionally, if it is important that the system have minimum downtime, make sure the integrator has the capability to supply service at any time. And, make sure it is included with the proposal you accept when you buy the job.

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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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