Balancing Man and Machine

Oct 1, 2007 12:00 PM, By Marc Bognar CCP

Organizations are often ignoring a simple truth: The right mix of staffing and technology is still the best prevention.

The 20th century witnessed the most rapid change of any century so far — and all because of advances in technology.

Each decade brought a revolutionary idea that improved communication, travel and efficiency in personal and business lives. In fact, machines became so effective, they started replacing people — a trend that continues today with robotics.

However, relying solely on technology can be risky. Case in point: the security sector, where the human element is still required to monitor and investigate breaches that security technology detects.

Without this balance, the most advanced security technology won't achieve optimum results.

Technology pitfalls

Though highly sophisticated, security technology has not advanced to the point that humans are completely unnecessary. This makes most security systems only as good as the people hired to track and analyze the data.

Yet system capabilities are often exaggerated, claiming sufficient manpower savings to justify the expense associated with more equipment. On the other hand, some sellers of guard services focus on maintaining a static or increasing number of manpower hours because that is their financial yardstick.

Neither approach is solutions-oriented. Both segments should be focused on accelerating customer success by integrating the capabilities and proper application of both assets. To illustrate, let's compare two typical security systems — card readers and camera systems — often implemented at security checkpoints.

Card readers work well to keep unauthorized personnel from secured areas. The downside: These readers validate only the card and not the user.

Biometric readers try to overcome this limitation by measuring physical characteristics — such as fingerprints or iris patterns — to verify individuals' identities. Still, humidity and temperature variations can affect the machine's reliability, and some readers max out at 500 people when processing large groups.

Another potential problem: authorized users who lose their cards. If not promptly reported and deactivated, these cards might fall into the wrong hands. Conversely, faulty readers or decoded cards sometimes deny access to authorized users.

Security cameras are another preferred defense, used for recording and investigating secured areas. Basic systems have an installed cost of about $3,000 per camera. More expensive advanced systems include analytic features that search for specific patterns, such as a person entering a restricted area, or following authorized personnel through doors.

But camera security systems have their drawbacks. Unfortunately, these deficiencies often only become apparent once a breach occurs. Poor lighting at night is the most common bug. It becomes difficult to identify someone, especially if the wrong lens is used.

Other shortcomings include poor recording quality and incorrect camera placement. To address this, some organizations will implement command centers with large consoles that view many cameras at once. They bank on security staff to catch and stop suspicious events while in progress.

But even this isn't foolproof. The operators are often responsible for other tasks, which can divert their attention from the screen. Plus, some organizations use more cameras than can be effectively viewed, making the information more routine and giving operators a false sense of security.

Find the right combination

Each example demonstrates problems that stem from reliance on one form of security application over another. But both could be solved by adding a human element: trained security staff.

In the card reader case, trained security staff could examine the situation and decide whether the person trying to gain access is legitimate. If the individual is in an authorized area, the console operator can grant access.

Security programs where personnel are instructed to run card access reports regularly will get the best results. Reviewing the reports and detecting odd patterns can help prevent incidents before they happen.

Access report analysis can also detect when a card's use is unauthorized by noticing a pattern of ‘access denied’ transactions. Security personnel can immediately deactivate the card and report it to HR if the user is an employee. If not, the staff can investigate the user and involve the police.

In the camera console example, analytics provide operators with actionable information. The technology processes and records data for investigation, helping operators focus on evaluating specific events and determining if they need attention.

Security staff can use downtime to review recorded video or tour the facility. Moreover, reviewing video helps recognize and flag strange patterns, while viewing it live might not.

The preferred approach is to hire security professionals with prior security experience or a law enforcement background, as they will have the necessary investigative experience. This integration of human expertise creates a higher performing security program that leverages the technology expenditure and accelerates return-on-investment.

So before considering a new system upgrade or design, remember this: Technology can replace labor for routine or repetitive tasks, but the human element adds a critical intellectual dimension. Organizations that invest in both maximize their systems' power — and achieve optimal results.

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Marc Bognar is vice president of security services for Day & Zimmermann, Philadelphia.

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© 2008 Penton Media Inc.

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