Why EPS Also Stands for Exceptional Processing of Signals

Engineered Protection Systems (EPS) was named a Police Dispatch Quality (PDQ) Award runner-up for the third consecutive year. The company notched a dispatch rate of just .13 in the Grand Rapids jurisdiction.

CELEBRATING ITS 61st YEAR IN 2016, Engineered Protection Systems (EPS) is a full-service installation and monitoring provider founded in Grand Rapids, Mich. What began as an inconspicuous, local business with a few employees has ballooned into a multistate operation with more than 200 employees, six locations and thousands of satisfied customers.

During the past decade, EPS has more than doubled in size to nearly 20,000 residential, commercial and industrial customers. “EPS has continued focus on growth. Michigan is thriving in new construction, renovation and continues to attract new business,” says EPS Director of Business Development David Hood. “The largest opportunities for growth exist within our own footprint. A focus on vertical markets has been a strategy of our marketing, development and sales teams.”

The firm operates its own UL-Listed and CSAA Five Diamond-Certified monitoring center, from which it serves accounts throughout Michigan, Wisconsin, Illinois, Indiana, Ohio and Kentucky. EPS was named a Police Dispatch Quality (PDQ) Award runner-up for the third consecutive year. The company notched a dispatch rate of just .13 in the Grand Rapids jurisdiction.


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“EPS has grown to have a major presence in their market,” says Security Industry Alarm Coalition (SIAC) Managing Director Ron Walters. “Honestly, if we could have given two awards this year would have been the year to do it. EPS has elevated themselves to respect and recognition. They frequently receive awards in many categories and there is no doubt that the PDQ is in their future.”

In its immaculately organized PDQ entry, EPS especially impressed program judges in the areas of advertising and sales literature; use of CP-01 panels and Enhanced Call Verification (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. The firm’s ECV implementation has resulted in a more than 90% reduction in dispatches since September 2005.

“At EPS, our monitoring center is the lifeblood of our company. We have great focus on alarm management, Enhanced Call Verification and mutually beneficial partnerships with local law enforcement,” says Hood. “During the past year, EPS has redesigned our monitoring center with new workspaces and a more audio-friendly environment. EPS staff has a choice of sitting or standing throughout their workday providing greater comfort. EPS has also introduced additional monitors to showcase metrics and acknowledge top performs within the department.”

EPS has created a False Alarm Task Force that meets biweekly to discuss false alarm issues, if they have been resolved and the appropriate remediation measures that may be necessary. Customers with excessive false alarms are scheduled for contact and the task force follows up at the next meeting to ensure progress has been made.

“This is the third consecutive year in which EPS has been recognized as a runner-up for the PDQ Award. We plan to keep performing at the highest level possible; maybe someday we will earn the top honor!” adds Hood.

One of EPS’ top clients is Grand Rapids Public Schools (GRPS), for which it has deployed intrusion detection, access control and hybrid networked video surveillance systems. Like most of its customers, GRPS representatives can’t speak highly enough of EPS.

“EPS has been an optimal security provider and their products and services truly enhance the security and life safety of anyone attending, working or visiting a Grand Rapids Public School,” says GRPS official Larry Johnson. “I personally and professionally recommend EPS to any school district based on their ability to engineer the best solution, maintain a distinct level of performance, and communicate effectively in a timely manner.”

Congratulations to EPS for being a 2016 PDQ finalist.

About the Author

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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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