Vector Security Minds Its PDQ

When it comes to effectively managing alarms and reducing false dispatches, Vector Security not only goes strictly by the book – it is adding new chapters. The exceptionally well run company has mastered techniques that please customers and law enforcement alike while maximizing safety. Find out how Vector Security has become the first repeat Police Dispatch Quality (PDQ) Award winner.

ADS Adds Value by Prioritizing Alarm ManagementThe family owned and operated Alarm Detection Systems offers same-day service with more than 100 trained and certified technicians.

Founded in 1968, the family-owned and operated Alarm Detection Systems (ADS) is a full-service installation and monitoring provider based in Aurora, Ill. Serving approximately 30,000 customers throughout Northern Illinois and neighboring states, ADS operates a UL-Listed CSAA Five Diamond Certified central station. Founder Bob Bonifas is a member of SSI’s Hall of Fame, and the company won the PDQ Award in 2008.

Among the areas ADS’ 57-page submission most impressed PDQ judges w
ere advertising and sales literature setting realistic response expectations; tracking repeat false alarm offenders and making sure installers are well trained. One of the unique aspects of ADS’ offerings is video verification. In fact, the company supports the Partnership for Priority Video Alarm Response (PPVAR).

The PDQ endorsement letter from Joseph Groom, commander of police for the Aurora Police Department, in part read: “The population of the city of Aurora has grown more than 70,000 people over the last decade, to become the second largest in Illinois. Alarm Detection Systems Inc. is by far the most dominant commercial and residential alarm company in our community. Despite this growth, false alarms dispatched from our dispatch center from private alarms are down slightly over 40% over the aforementioned period.”

As further evidence of its commitment to improving alarm response, ADS Vice President Ed Bonifas, immediate past Central Station Alarm Association (CSAA) president, is co-chair of the Automated Secure Alarm Protocol (ASAP) program. ASAP speeds up the alarm notification delivery from central stations to public safety answering points (PSAPs). He has also crusaded against municipalities taking over and monopolizing fire alarm monitoring.

Congratulations to ADS for being a 2013 PDQ finalist.

Amherst Alarm operates its own computerized UL monitoring center featuring leading-edge hardware and software. Below, CEO Tim Creenan briefs his team on the latest equipment.Amherst Is Adamant About Right Alarm Response

Founded by CEO Tim Creenan and his wife, Maryann, in 1984, Amherst Alarm is a full-service installation monitoring provider serving Western New York. With more than 50 employees, Amherst operates its own computerized UL monitoring center and its .051 police dispatch rate for the city of Buffalo in 2012 helped it claim finalist recognition for the PDQ Award.

Highlights of Amherst’s rock-solid alarm management practices include: customer letter on Enhanced Call Verification (ECV) demonstrating the process followed when an alarm occurs; sales staff using the Installation Quality (IQ) information script about procedures as well as client duties; posting false alarm reduction tips on its Web site and contributing to local newspaper articles; strict use of SIA CP-01 compliant control panels; using SedonaOffice management software to track and follow up on false alarms; and making sure all installers are minimum NTS Level I certified.

“This letter is to inform you that Amherst Alarm adheres to the City of Buffalo’s Permit and new Customer Notifications, in a timely matter,” Catherine Perry from the City of Buffalo Permit & Inspection Services Office of Licenses, wrote in verifying the professionalism of Amherst’s conduct. “There are very few unregistered customers, and invoices are paid in an acceptable manner.”

Creenan is active in local (Western New York Electronic Security Association), state (New York State Electronic Security Association) and national (Electronic Security Association) groups in a variety of leadership and board positions. He has spoken at the FARA Annual Training Symposium on CP-01 and ECV processes.

Congratulations to Amherst Alarm on being a 2013 PDQ Award finalist.

EPS Earns Law Enforcement’s Endorsement 

Engineered Protection Systems (EPS) is a full-service installation and monitoring provider founded in Grand Rapids, Mich., in 1955. What began as a modest, local operation with a handful of employees has blossomed into a multistate company with more than 180 employees, six branch offices and thousands of satisfied customers. During the past decade, EPS has more than doubled in size to 18,000+ residential, commercial and industrial customers. The firm operates its own UL-Listed and CSAA Five Diamond-Certified monitoring center. EPS’ central station is Western Michigan’s only UL-Listed/FM-Approved monitoring facility. It is one of 10 stations in the U.S. to be UL, FM and CSAA Five Diamond certified.

In its very slickly assembled PDQ entry, EPS particularly captivated judges in the following categories: advertising and sales literature; use of CP-01 panels and ECV; customer instruction and training; ongoing customer communications; installer and technician education; using checklists; and development of a collaborative working relationship with local law enforcement.

To the latter point, an excerpt from Grand Rapids Chief of Police Kevin R. Belk read as follows: “EPS, a long-standing security provider in the city of Grand Rapids, is an exceptional company to work with and whose opinion we trust as experts within the security industry. I value the exemplary communication EPS employees provide in developing optimal central station alarm procedures, ensuring timely and effective alarm responses, and continuing to develop high-quality service protocols through regular educational meetings and training sessions.”

Belk credits EPS’ implementation of ECV in the fall of 2005 for achieving upwards of a 90% decrease in false police dispatches. The submitted alarm dispatch rate for Grand Rapids was .15%. EPS was also a finalist for this year’s CSAA Five Diamond Marketing Marvel Award (see SSI’s upcoming November issue).

Congratulations to EPS for being a 2013 PDQ finalist.

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About the Author


Scott Goldfine is the marketing director for Elite Interactive Solutions. He is the former editor-in-chief and associate publisher of Security Sales & Integration. He can be reached at [email protected].

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