CPI Security Captures 2023 Police Dispatch Quality Award
Leading Carolinas regional installation and monitoring firm receives the highest alarm management company honor from SIAC and SSI.
CPI Security CEO Ken Gill accepts the PDQ Award from SIAC's Stan Martin (left) and SSI's Scott Goldfine (right) during a presentation at ESX 2023, with other CPI team members looking on.
LOUISVILLE, Ky. — CPI Security has been named winner of the 2023 Police Dispatch Quality Award for its commitment to and results in reducing false alarm dispatches. Security Industry Alarm Coalition (SIAC) Executive Director Stan Martin and Security Sales & Integration Editor-in-Chief/Associate Publisher Scott Goldfine presented the honor to CPI Security Founder and CEO Ken Gill at a special general session held June 8 as part of this year’s Electronic Security Expo (ESX).
SIAC and SSI are co-organizers of the PDQ program, which for 15 years has recognized installing or monitoring companies that follow established industry practices and partner with law enforcement to achieve the highest quality in minimizing police dispatch requests.
CPI is a longtime industry leader with an established track record of excellence and support of the security industry’s goal to reduce false alarms and subsequent alarm dispatches. The company’s innovative and aggressive efforts to reduce unnecessary dispatches reflects well on and benefits the entire industry. CPI’s real-time response program/initiative ensures that 99% of all alarms received in its central station use audio and/or video verification to confirm an emergency warrants a law enforcement response.
Additional elements of CPI’s program include:
- Alarm.com platform for text messages to customers cancel/verify with a two-minute window.
- With verify/cancel options, dispatches were reduced 23%.
- In 2022, CPI conducted extensive “retraining” to ensure policies and procedures were being followed.
- Produced a consumer video on how to cancel an alarm.
- No False Alarm Guarantee through follow-up calls, maintenance and retraining.
- The firm also participates in the ASAP to PSAP communication protocol.
- Engages/commits personnel to sit on alarm committees, state associations and national committees.
- Openly shares its programs with others.
- Engages heavily in the community and police foundations.
Established jointly in 2005 by the SIAC and SSI, and now also officially endorsed by the Installation Quality (IQ) and Partnership for Priority Verified Alarm Response (PPVAR) initiatives, the PDQ program judges installation and monitoring companies not only on their alarm rate, but also their training, literature, use of industry-recommended practices like Enhanced Call Confirmation, follow-up with customers, tracking problem accounts, and more.
Selection of the recipient is made by independent judges taking into account several specific areas related to alarm dispatch management. The goal of the PDQ program is to raise industrywide awareness, motivate alarm companies to be proactive and provide models that work for others to follow.
Headquartered in Charlotte, N.C., CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation’s top 10 largest security providers with over 750 employees. Through the years, CPI has received many awards for excellence, including 2019’s Monitoring Technology Marvel Award, a program organized by The Monitoring Association (TMA) and SSI. CPI is also widely known as the Carolinas’ Top 25 Best Places to Work.
Look to October’s annual Alarm Response Issue of SSI for deep coverage of CPI Security and its winning alarm management and dispatch methods. Bates Security was a 2023 PDQ runner-up, and as such will also be featured in that special coverage.
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About the Author
Scott Goldfine, Editor-in-Chief and Associate Publisher
Scott Goldfine is Editor-in-Chief and Associate Publisher of Security Sales & Integration. Well-versed in the technical and business aspects of electronic security (video surveillance, access control, systems integration, intrusion detection, fire/life safety), Goldfine is nationally recognized as an industry expert and speaker. Goldfine is involved in several security events and organizations, including the Electronic Security Association (ESA), Security Industry Association (SIA), Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA), ASIS Int'l and more. Goldfine also serves on several boards, including the SIA Marketing Committee, CSAA Marketing and Communications Committee, PSA Cybersecurity Advisory Council and Robolliance. He is a certified alarm technician, former cable-TV tech, audio company entrepreneur, and lifelong electronics and computers enthusiast. Goldfine joined Security Sales & Integration in 1998.
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