Secure Global Solutions - Articles

Rapid Response live on stages™

Wed, 10 Feb 2010 00:22:00 +0100

Measure twice and cut once

Over the last 15 years Rapid Response has taken pride in providing customers with highly customized solutions. Thus, when it came time to convert, both SGS & Rapid had a BIG challenge in understanding all the variations in the “legacy” solutions.

One of the most challenging issues any central station faces is conversion to a new monitoring system. During 2009 Rapid’s IT team led by Peter Kirk and operations team led by Lynn Sarni delved into the existing system to ferret out all the variations to the software. The “list” was a foundation to assure all software features were included in stages™. But over time, we all understood a second dimension – the “list” was also going to drive many aspects of the data conversion. In fact, the variations in data proved to be even more difficult to address because there was never one modification for everyone.

Most companies try to manually massage data after conversion or live with the errors that are created by moving from one system to another. For Rapid neither living with errors nor manual corrections were reasonable options. With hundreds of thousands of accounts, the best alternative was to raise the level of data conversion to eliminate the possibility of error.

It was a major undertaking to convert and it is still continuing. Contacting dealers, verifying signals, training, editing and many, many conversions are taking months to achieve. The first batch of dealer conversions led to improved processes for the next batch. While not complete, the process is now refined and data accuracy is raised beyond any tolerances SGS has ever seen. Checking, and rechecking – converting and reconverting. The old adage of “measure twice and cut once” is certainly one key to success.

G4S puts the “G” in SGS

Tue, 15 Dec 2009 18:37:00 +0100

In an important step forward – for both SGS & G4S – Denmark has gone “live” with stages™ in their central station and dispatch operations. As our first live European customer, G4S has made the “GLOBAL” in SGS a reality and created a beginning for a G4S group strategic migration.

Today, system delivery is much more than simply turning on software. The G4S deployment exemplifies how many different resources are required to succeed. To begin, G4S standards required use of a virtual system environment using VMware. The SGS Milwaukee IT systems group helped ensure proper network configuration and performance optimization.

Software development was a key part of the G4S project to meet both European and local issues. Over many years of systems implementation a myriad array business processes at G4S must now integrate with the central station. Central station software connections cannot be ignored.

SGS had to interconnect to old systems and new systems spanning multiple technologies. The project was challenging. Leadership by Gerhard Westphal, Bo Willumsen, and Martin Pedersen helped the SGS team coordinate with multiple vendors. Often the project had to “rediscover” the data and how it was managed to then create new rules for integration with stages™. Systems requiring integration included:

SAP Enterprise Business Suite
Ericson Telephone PBX
Safecon Guard Dispatch
PreCom Handheld Devices
STEP Front-end Signal Processor
SMS Alarm Communications
Elevator Alarm Management

In addition to integration, the key to successful deployment is managing the transition. Conversion, testing and process development are critical tasks to make new software work. Operator training and process development were led by Heidi Fiering, Carsten Reené Jensen, and Hans Jørgen Enemark whose contribution was equally important to the integration tasks. When the day arrived, operators were pleased with the efficiencies created by the new application.

The conclusion of the year long project brought great satisfaction. Every connection worked flawlessly. The SGS team included all of our employees led by Thom Meyer & Bruce Weissman.

Broadview Security (formerly Brinks Home Security), Stages win Customer Service Award

Fri, 04 Sep 2009 21:18:00 +0100

During Switch to stages™ platform, Broadview Security (formerly Brinks Home Security) receives award for Customer Service.

Security Systems News announced in the August 2009 edition that Broadview Security received a Stevie Award ‘for delivering the highest level of service during the replacement of the monitoring application software “Stages,” developed in partnership with SGS, located in Irvine, California’. A strong working partnership between Broadview and SGS allowed for a smooth transition to the new software.

"This new platform enables us to deliver expanded products and services to our customers” said Carole Vanyo, senior vice president of customer operations with Broadview.

Broadview Security is the new name of Brinks Home Security.

Security Systems News Article

Rapid Response announces conversion to stages™ at RRUG conference

Fri, 04 Sep 2009 20:52:00 +0100

Over 300 dealers learned about “envisioning the future” during the Rapid Response Users Group meeting at Turning Stone Resort. Rapid president Jeff Atkins included the announcement of the conversion to SGS stages™ software as one of the major changes to facilitate change in many parts of the business. Read more about the conference at “RRUG debuts to positive response from attendees” in Security Systems News.

Read more about Secure Global Solutions in Security Systems News.
Mace CSSS converts to stages
Rapid Response converts to SGS' stages
Monitor This So who's gonna 'revolutionize third party monitoring?'

Mace CSSS goes live with stages™

Fri, 24 Jul 2009 18:29:00 +0100

Mace Security International, Inc. is operational with stages™ software at their Mace-CSSS division in Anaheim, CA. The implementation of the stages™ platform is the first phase of a development strategy by Mace CSSS to provide their security dealers with the best technology for real time monitoring.

Morgan Hertel, Director of Operations, believes the tools provided in stages™ are the widest available in the industry. The dispatch wizard will allow for complete customization of dispatch to meet dealer needs. stages™ can accommodate the strangest dispatch requests from retail customers and execute them flawlessly.

Mr. Hertel emphasized the importance of the outstanding team – from dispatchers, data entry, and management – who executed the flawless conversion. “There was no panic, nor any missed signals. Everything went 100% according to the plan we created.”

For more information about the conversion to stages™, please see the Mace press release.

SGS finds new ways to provide support

Fri, 10 Jul 2009 18:47:00 +0100

Our friends in G4S Denmark’s IT department have included SGS in more than just their central station. Bo Willumsen, Martin Pedersen and Gerhard Westphal are also coaches and supporters of Hareskov IF, a local soccer club. This year we were asked to sponsor the T-rex team of 10 and 11 year-old players.

This past spring Bryan Weissman went to Denmark for on-site training and it extended to more than software. Bryan was enlisted to help with team training. A team photograph includes Martin, Bo, Bryan & Gerhard (the tall people from left to right). Great job Bryan!

The team had a successful season finishing in second place in the top level of the league! Congratulations to all the players at Hareskov IF. We will continue to root for you.

Europeans take their soccer seriously. In fact , the kids have made their own music video - it's based on a video by the Danish National Soccer Team back in the 1980's, when they were off to the world cup in Mexico … the original can be seen at http://www.youtube.com/watch?v=aH9mBB7G7vo and the Hareskov IF version is at http://www.youtube.com/watch?v=jeRFANXC9Kk.

Go Hareskov~! You have to love those jerseys~!

USA Central Station Integrates Videofied™ Alarm Handling

Tue, 12 May 2009 21:46:00 +0100

USA Central Station has implemented alarm response integration of RSI Videofied™ and the SGS stages™ monitoring platform. The award winning Videofied™ technology transmits alarm and video data over GSM wireless communications providing central stations important tools for ECV (enhanced call verification).

According to Keith Jentoft, President of RSI Video Technologies, “Stages is a revolutionary program and we are pleased that Videofied is the first video product that Secure Global Solutions has chosen to integrate. USA Central Station was a pioneer in monitoring Videofied when we launched the system four years ago and was instrumental in bringing Videofied to SGS."

The stages™ application captures the alarm data and adds it to the alarm queue. When retrieved by an operator the video data is delivered in a supplemental display. The stages™ dispatch wizard incorporates the ECV or other process requirements needed by the customer and guides the operator handling. Operators review the video alarm clips and perform necessary actions through one integrated solution.

SGS Joins the iPhone Developer Program

Mon, 04 May 2009 19:50:00 +0100

SGS is excited to be accepted in the iPhone Developer Program to support stages™ commitment to smarter applications. According to Thom Meyer, “SGS is taking new approaches to old problems. stages™ is applying the leading edge iPhone technology to do important communications tasks. The benefits of rapid data communications, low system overhead, and interactive user capabilities, make the iPhone ideal for field personnel."

At the recent ISC-West Third Annual Breakfast, SGS announced expansion into smartphone application development because of the strength such products bring users. Planned for a July release, a new stages™ application will reside in the iPhone and provide both lookup and testing capabilities. Over the next year we see additional developments for the iPhone, and other platforms, as we continue to leverage the tools and services available for integration.

The Third Annual SGS Breakfast

Fri, 01 May 2009 19:58:00 +0100

The Third Annual SGS Breakfast at the Wynn Las Vegas was both enjoyable and informative. Our focus at the breakfast was on maintaining connection with the industry. Major wholesale and retail companies attended from both North America and Europe.

Rob Trotter, Senior VP at Brink's Home Security highlighted the event with a brief presentation on the extremely successful deployment of stages™. After significant analysis of processes used, Brinks and SGS created a "self-converting" process where data entered or modified in other databases automatically updated stages™ in real time. The Brink's QA team of 30 people took extraordinary measures to assure all signal types and dispatch procedures were fully tested. The process went so well, that the timeline was accelerated and "go live" completed in less than 30 days.

Thom Meyer, chief architect at SGS, presented on ongoing developments. The following features and services will be available before July, 2009.

New enhancements will allow stages™ to deliver information to users the way they want to consume it. In today’s world of SMS, email, Web, and smartphones, users are increasingly consuming information in many ways. stages™ features will allow for information to be delivered through appropriate means, giving your efficiencies and users options. Action and reaction can be automated to new levels.

A stages™ "SMS gateway" was shown, providing an interactive SMS experience for users. Notifications can be received, and alarms can be canceled, all without operation intervention. An interactive SMS query language exists, automating the entire test process and providing users a new way to check system status and even extend open/close times.

An iPhone application for stages™ was unveiled, demonstrating intuitive bi-directional communications. These devices will allow field technicians to make direct queries of the database for information such as test results, zoning, contacts, or premise information. Once launched, the iPhone application will be closely followed by a similar application for the Blackberry smartphones.

Video alarms will be integrated to the stages™ dispatch experience. Two vendors have been selected for the initial stages™ integration, the first one to be completed by mid-May. As video vendors continue to create products for the Central Station industry, SGS plans to look at each product and integrate it in ways that make sense. One solution will no longer work for every video product.

IP routing is a new backStage™ service offering to permit redirection of static IP addresses used in alarm reception. The service includes dual-ISP providers with dual BGP routers at redundant NOCs. This will allow users of IP to treat their IP addresses like phone numbers, re-routing and forwarding as necessary, and providing portability that is desired. This is the ultimate in a highly redundant, automated, switchable service. A great new option for Central Stations and dealers who wish to contract for their own IP addresses, regardless of ISP! Look for more information on this product as we move the developments forward.

A stages™ API is available to customers and third parties who wish to create applications to read or write to the stages™ database. Over 900 web services used in the application are exposed to empower developers wishing to created integration with all data.

The SGS team has now completed the a "technology stack" to automate more services than possible before the creation of stages™. Similarly, we have extended services for backStage™ technology to allow reduced operating costs, improved quality of service, and new revenue opportunities.

Our thanks again to those who attended the Third Annual SGS Breakfast.