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Broadview’s False Alarm Vigilance

Broadview Security is going out with a bang. On the verge of being absorbed into ADT, the company has received the 5th annual Police Dispatch Quality (PDQ) Award for its outstanding false alarm management program. See what makes the plan so strong.

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There were many compelling reasons Tyco decided earlier this year to acquire and fold Broadview Security into its ADT Security Services business. Foremost was the sterling reputation Broadview had established as a keenly well managed national provider of security systems and monitoring services. Presently, even as its operations were being integrated into ADT’s as this went to press, that quality has helped Broadview achieve perhaps its final hurrah under that brand name - capturing the 5th annual Police Dispatch Quality (PDQ) Award.

“Our mission statement, ‘Creating Customers for Life,’ drives every initiative at Broadview. By providing an outstanding customer service experience and ensuring that customers know how to properly operate the security system, we ensure the customer has a positive experience,” says Carole Vanyo, ex-Broadview senior vice president customer operations and new vice president, customer experience for ADT. “We also know that continuing to build and expand our strong agency and industry relationships is an integral part of our mission.”

Vanyo highlights two of the overriding tenets of the PDQ program: educating customers about false alarm issues and training them on proper system use, and working closely with responding law enforcement agencies to minimize unnecessary dispatches. But it does not end there as alarm management practices proven to be successful that pertain to salesperson and technician training, monitoring procedures, and equipment configuration are also key.

Established in 2005 by the Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA) and SECURITY SALES & INTEGRATION (SSI), the PDQ program aims to raise industry-wide awareness, motivate alarm companies to be proactive and provide workable models for others. The PDQ Award annually recognizes the security company that best demonstrates an enthusiastic, cooperative and successful effort in alarm reduction strategies. This year marked the first time the PDQ presentation took place at ESX rather than during SSI‘s SAMMY Awards at ISC West.

PDQ applications are scored by three independent judges in 15 different areas. In its winning application, Broadview noted a police dispatch rate for 2009 of .40 (down from .44 in 2008) in the Fort Worth, Texas, region that also includes the firm’s Irving-based headquarters. The figure is derived by dividing the provider’s total false alarm dispatches (in this case 2,618 excluding cancellations) by the total alarm sites maintained by the provider in that jurisdiction (in this case, 6,546).

While Broadview’s submission was regional, it has set a high standard for effective alarm management nationwide. In fact, the company has become the first two-time winner of the PDQ Award, also capturing the 2006 honor when it was known as Brink’s Home Security. Let’s take a closer look at what to this point is the industry’s most comprehensive and successful approach to alarm management and false dispatch reduction.

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Article Topics
Business Management · Intrusion · Systems Integration · ESX · Features · Industry Awards · PDQ Award · Trade Shows · All Topics

About the Author
Scott Goldfine
Scott joined SECURITY SALES & INTEGRATION in October 1998 and has distinguished himself by producing award-winning, exemplary work. His editorial achievements have included blockbuster articles featuring major industry executives, such as Tyco Electronic Products Group Managing Director Gerry Head; Protection One President/CEO Richard Ginsburg; former Brink’s Home Security President/CEO Peter Michel; GE Interlogix President/CEO Ken Boyda; Bosch Security Systems President/CEO Peter Ribinski; and former SecurityLink President/CEO Jim Covert. Scott, who is an NTS Certified alarm technician, has become a respected and in-demand speaker at security industry events, including presentations at the Central Station Alarm Association (CSAA) Annual Meeting; California Alarm Association (CAA) Summer and Winter Conferences; PSA Security Network Conference; International Security Conference and Exhibition (ISC); and Security Industry Association (SIA) Forum. Scott often acts as an ambassador to mainstream media and is a participant in several industry associations. His previous experience as a cable-TV technician/installer and running his own audio company -- along with a lifelong fascination with electronics and computers -- prepared Scott well for his current position. Since graduating in 1986 with honors from California State University, Northridge with a degree in Radio-Television- Film, his professional endeavors have encompassed magazines, radio, TV, film, records, teletext, books, the Internet and more. In 2005, Scott captured the prestigious Western Publisher Maggie Award for Best Interview/Profile Trade for "9/11 Hero Tells Tale of Loses, Lessons," his October 2004 interview with former FDNY Commander Richard Picciotto, the last man to escape the Ground Zero destruction alive.
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ESX, Features, Industry Awards, PDQ Award, Trade Shows