Service And Maintenance: The Missing Piece Of The Security Puzzle
Ian Brooks, service and after sales manager at ATG Access.
When contemplating a new or replacement physical security system, many requirements spring to mind. The way the security system should look, the operational protocol the system should follow, the appropriate security rating, and perhaps even how these measures can be integrated with existing systems already in use. All these questions are important, but there is one rather substantial piece of the jigsaw missing: is the security system considered easy to service and maintain?
Like anything automated, bollards, gates, and road blockers require periodic servicing and maintenance routines to guarantee performance and reduce downtime. Products can be built and designed to last with serviceability in mind, or they can be engineered without much thought to the after-sale lifespan. With so many things to consider when contemplating the purchase of security systems, the serviceability of products can easily be forgotten during the specification process. With architects and security consultants focusing on achieving the correct aesthetics without comprising on the security rating, it is often left to the end-user to ensure that serviceability and the longevity of a system are considered.
There are many perceived barriers to considering product servicing beyond the initial sale. Often, getting a budget approved to be able to implement security measures can be a long process. Budgets are commonly agreed on an annual basis and so servicing budgets are not contemplated at the time of investment, instead they are left until the next budget is released. Another barrier is that security equipment is already very difficult to assign a return on investment. Like insurance, organisations only value security equipment once exposed to a scenario when the equipment is needed, therefore users don’t feel an urgency to maintain security systems.
Furthermore, when a system is new, there is an assumption that faults and downtime won’t be an issue for a good few years into a system’s life cycle. Therefore, proactive service contracts are often not chosen, with end users instead opting for reactive maintenance should a fault occur. However, this is a dangerous assumption, in reality, when an automatic system is first commissioned, as with anything new, errors can occur. Firstly, there can be operator errors, with any new system or operating methodology, there will be teething problems. Some errors if repeated will shift the system into fault, which is a way of the security system safeguarding the area against what is perceived as a possible security breach. Secondly, user errors may occur. While the public and various stakeholders get used to new systems, there will likely be a period where users might not understand access procedures, this can also trigger the system into fault. To ensure that the system is reset effectively, trained service engineers will need to attend the site and review the fault before resetting. Having the ongoing support of a partner will help to eliminate downtime and any teething issues.
So, after what can be a fairly substantial initial financial outlay to purchase and implement security systems, why is it so important to ensure that the correct maintenance and servicing procedures are put into place?
Get More Out The Lifespan Of Your System
Properly maintaining a system will enable users to realise the full lifecycle of the security system. Automatic systems, if maintained correctly can last up to 15-20 years. This maximises the initial investment and reduces the possibility of having to reinvest in a new system before the product reaches its end-of-life cycle.
It's More Cost Effective
A little bit like servicing and maintaining cars, if the approach users take is proactive, the maintenance bill, in the long run, will be lower. If components need to be changed or upgraded within the system, this can be planned for, so all costs are rolled into one annual bill rather than receiving unexpected requirements for expenditure.
Reduce Downtime
Proactive servicing ensures that product downtime is kept to an absolute minimum. Downtime significantly affects a security scheme and is often not spoken about at the point of pre-sale. Servicing can allow security managers to plan any necessary downtime as it can be completed out of hours or servicing could be staggered to ensure that one entrance and exit is open at all times to an area or infrastructure to eliminate disruption. If downtime is unplanned, without the right protocols in place, any system downtime could create vulnerabilities and disruption to the site being protected.
Working With The Manufacturer Can Be Beneficial
If the company that engineered and designed the equipment in the first place, they understand better than anyone the nuances of a system and how to best achieve the maximum possible life cycle. Clients can work with the supplier to upgrade measures if any changes to use, requirement, or threat happen during the life cycle. Again, changes can be planned, meaning the financial outlay is not in one lump sum as it would be if initially not engaged with a security specialist.
Training For Staff On The Product
Training for operating staff is vital to ensuring that user error is avoided. Training is applicable and available both at the start when a new system is installed, and during the product’s life cycle should any new members of staff join. This also once again ensures that a systems life cycle is realised to the fullest.
Environmental Benefits
Having a well-maintained system also has considerable environmental benefits. Maintained systems are more energy efficient and a regular service and maintenance regime will ensure the system is working to its maximum potential for a longer life-cycle.
A system with a longer life cycle will result in a smaller total carbon footprint of the security system as products will not need to be replaced often, reducing manufacturing and installation emissions.
If businesses are to maximise the potential life cycle of security systems, they need to invest in maintaining and servicing systems. Often, after the large initial investment in a system, users are deterred from continuing to invest in the product. However, users need to realise that without properly maintaining security systems they are risking greater long-term costs and faults. Taking part in proactive servicing and maintenance will ensure longevity and overall peace of mind.
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