ESA Establishes Resolution to Support Alarm Dispatch Reduction by Adopting Technology

The Electronic Security Association’s board of directors unanimously passed a resolution on August 24, 2022, to support efforts to reduce false alarms through more efficient and effective notification methods. One of the greatest threats to the electronic security and life safety industry is the high rate of false alarm dispatches. This threat can cause many problems, including jurisdictions to push for “non-response” or “verified response,” which would drastically alter the value and the operations of many security companies across the nation.

The ability to directly message customers when verifying alarm signals is a significant enhancement that the ESA Board supports. “At ESA, we have a long history of working with our members, other associations and our public safety community to reduce false alarms,” said John Loud, ESA Chairman and president of LOUD Security Systems, John Loud. “Now, monitoring centers are investing in modern technology so that we, as an industry, can partner with them to create a better solution for communicating with our customers and as a result, reduce attrition by meeting our consumers where they are.

“People tend not to answer their phone if the number is unknown and are more likely to respond to text or chat,” he said. “By using group chat for verification, we're able to connect quickly with the customer and verify the alarm signal and in many cases, we can cancel the dispatch. By leveraging more effective communication methods, our monitoring center partners are more efficient, our public safety community will be responding to far fewer false dispatches and, ultimately, our subscribers are happier, which leads to lower attrition.”

The mission of ESA’s resolution is to encourage a mass adoption of this innovative alarm dispatch reduction technology, creating better communication with consumers in the way they connect during a potential emergency.

“I want to encourage our ESA members and all security integrators to start a dialogue about how this investment from monitoring centers could help them reduce their attrition and enhance their customer experience.” Loud said.

The ESA Board of Directors unanimously supported this resolution, stated in full below:

WHEREAS the electronic security industry has widely relied on voice communication as the primary method of communication when verifying alarm signals;
WHEREAS email is a broadly used communication method, but it is better suited for non-time sensitive communications;
WHEREAS the increase in unwanted robo-calling has resulted in increasing consumer reluctance to answer calls from unknown numbers, which delays or diminishes the effectiveness of multiple verification attempts of alarm signals to customers;
WHEREAS there is a need to expand beyond traditional telephone contact with responding parties and customers to reduce unnecessary alarm dispatches, which will benefit ESA members, customers, and responding public safety agencies; and
WHEREAS utilizing these alarm management best practices will likely improve customer satisfaction and reduce attrition;
THEREFORE, BE IT RESOLVED, The Electronic Security Association (ESA) Board of Directors supports reducing false alarms through more efficient and effective notification methods to our customers and first responder agencies in order to diminish unnecessary fines or other proscriptive measures by responding agencies such as non-response or verified response policies;
BE IT FURTHER RESOLVED, that the ESA Board suggests electronic security integrators, dealers and monitoring stations to use communication methods such as short message service (SMS), multimedia messaging service (MMS) when verifying alarm signals; and
BE IT FURTHER RESOLVED, that the ESA Board urges electronic security integrators, dealers and monitoring stations to adopt best practices when implementing communication methods to verify alarm signals. 

Featured

  • Maximizing Your Security Budget This Year

    The Importance of Proactive Security Measures: 4 Stories of Regret

    We all want to believe that crime won’t happen to us. So, some business owners hope for the best and put proactive security measures on the back burner, because other things like growth, attracting new customers, and meeting deadlines all seem more pressing. Read Now

  • 91 Percent of Security Leaders Believe AI Set to Outpace Security Teams

    Bugcrowd recently released its “Inside the Mind of a CISO” report, which surveyed hundreds of security leaders around the globe to uncover their perception on AI threats, their top priorities and evolving roles, and common myths directed towards the CISO. Among the findings, 1 in 3 respondents (33%) believed that at least half of companies are willing to sacrifice their customers’ long-term privacy or security to save money. Read Now

  • Milestone Announces Merger With Arcules

    Global video technology company Milestone Systems is pleased to announce that effective July 1, 2024, it will merge with the cloud-based video surveillance solutions provider, Arcules. Read Now

  • Organizations Struggle with Outdated Security Approaches, While Online Threats Increase

    Cloudflare Inc, recently published its State of Application Security 2024 Report. Findings from this year's report reveal that security teams are struggling to keep pace with the risks posed by organizations’ dependency on modern applications—the technology that underpins all of today’s most used sites. The report underscores that the volume of threats stemming from issues in the software supply chain, increasing number of distributed denial of service (DDoS) attacks and malicious bots, often exceed the resources of dedicated application security teams. Read Now

Featured Cybersecurity

Webinars

New Products

  • Camden CV-7600 High Security Card Readers

    Camden CV-7600 High Security Card Readers

    Camden Door Controls has relaunched its CV-7600 card readers in response to growing market demand for a more secure alternative to standard proximity credentials that can be easily cloned. CV-7600 readers support MIFARE DESFire EV1 & EV2 encryption technology credentials, making them virtually clone-proof and highly secure. 3

  • Camden CM-221 Series Switches

    Camden CM-221 Series Switches

    Camden Door Controls is pleased to announce that, in response to soaring customer demand, it has expanded its range of ValueWave™ no-touch switches to include a narrow (slimline) version with manual override. This override button is designed to provide additional assurance that the request to exit switch will open a door, even if the no-touch sensor fails to operate. This new slimline switch also features a heavy gauge stainless steel faceplate, a red/green illuminated light ring, and is IP65 rated, making it ideal for indoor or outdoor use as part of an automatic door or access control system. ValueWave™ no-touch switches are designed for easy installation and trouble-free service in high traffic applications. In addition to this narrow version, the CM-221 & CM-222 Series switches are available in a range of other models with single and double gang heavy-gauge stainless steel faceplates and include illuminated light rings. 3

  • FEP GameChanger

    FEP GameChanger

    Paige Datacom Solutions Introduces Important and Innovative Cabling Products GameChanger Cable, a proven and patented solution that significantly exceeds the reach of traditional category cable will now have a FEP/FEP construction. 3