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Minimising risk, maximising reward

Cash management issues obviously top the list because of the major consequences that serious and violent robbery can have on the business. And it is not just the cash that has to be protected - the safety of customers and staff has to be a priority at every step of the process.

Even so-called 'petty' crimes - which attract organised as well as casual criminals - can have a seriously negative impact on a retailer's bottom line. It does not take many reports of vehicle or cellphone theft, bag snatching, hijacking or abduction, to convince customers to shop elsewhere.

Shoplifting and other forms of theft also have a serious financial impact on the business.

Although social factors such as unemployment and poverty - or even just simple greed - undoubtedly play a significant role in high crime rates, retailers have to ensure that their systems and processes act as efficient deterrent to the would-be criminal.

So it is clear that times have changed: guards alone do not provide a sufficient deterrent factor or early warning system. The effectiveness of armed response is dependent on the speed with which they are alerted to a problem. And although customers want to feel safe and secure, it is not relaxing to be surrounded by heavily-armed paramilitary types.

Where to start?

Information is vital. The more all participants are informed, the better they are able to respond, so receiving and disseminating adequate information on crime trends between the public, shopping centres and malls, property owners and government agencies is in everybody's best interests.

Removing easy opportunities and securing vulnerable areas is the next step. An ounce of prevention, through getting and acting on the recommendations of experienced security professionals, is worth a pound of 'cure' after you have become the target of criminal activities.

Cooperation with other retailers, landlords and owners of centres or malls will become the standard to ensure that deterrence is effective throughout the entire retail environment.

Early warning systems, such as electronic surveillance systems, are also a major deterrent to criminal activity. If potential problems are spotted at the perimeter of the retail environment, proactive measures can be taken to avert the threat before it becomes a crime.

How can technology help?

From the point of view of securing the actual goods for sale, the best options are pedestal detection systems and security tags on items. The systems are ideal for keeping track of single high-ticket articles.

However, looking at the bigger security picture though, there is really no substitute for integrated alarm event detection with video/audio capacity.

This type of system should offer:

* Live or playback video.

* Hosting of multiple remote users.

* Archive video.

* Comprehensive video searching.

A recent IndigoVision (distributed in Africa by Norbain) installation at IKEA's flagship 20 000 m² store in Grenoble, France, offers a compelling example of the benefits of these advanced systems. IKEA, one of the largest and best-known home furnishing retail groups in the world, invests heavily in CCTV technology to ensure its customers and staff are safe and secure at all times.

Cameras incorporated into these systems are either fixed or controllable pan, tilt and zoom (PTZ) dome cameras that are mounted on walls and ceilings. They have an appealing visual appearance and are easily moveable. Features should include:

* Reduced image blurring.

* Wide dynamic range.

* Advanced digital noise reduction.

* Clear footage in the most demanding retail environments.

* Day/night cameras with built-in infrared LEDs for clear recording in low light settings.

IKEA's 36-camera system is an ideal solution because IndigoVision's advanced compression technology allows the system to operate on the store's existing LAN with minimal impact on network bandwidth. Any new IP cameras can be connected directly to the network via a single CAT-5 cable. This provides a very scalable and cost-effective solution for future expansion.

The most critical component of remote video monitoring systems is the remote monitoring software which needs to offer easy, fast and flexible operational functionality if it is to deliver the desired results. These systems can also offer other benefits outside of security but the main ingredients that should be on offer include:

* Simultaneous viewing of live video from multiple cameras.

* Sending and receiving alarm notifications.

* Operations and facility management.

* Loss prevention management.

* Monitors sales floor activity to assist management and merchandising.

* Emergency and accident management.

* 24/7 security management.

Remote monitoring software should be able to be integrated on any PC with a network connection to provide control on any digital video recording (DVR) system by logging into the system.

Image quality and ease of use of 'Control Center', IndigoVision's IP Video and alarm management software, were just two of the reasons IKEA chose the IndigoVision solution. The security operators required no more than two hours of training to fully operate the system.

A single 'Control Center' workstation is located in the security control room where the operators view live video only. A second 'Control Center' workstation is located in the IT room where the security manager can view both live and recorded video, as only management is allowed to view recorded footage. Three IndigoVision standalone network video recorders (NVRs) provide 15 days of continuous recordings from all cameras.

Commenting on the operation of the new system, Sylvie Weber, IKEA's country security manager, says, "We are very pleased with the system and in particular with the superb image quality and the 'Control Center' user interface. It is very easy to find and analyse a particular video clip, which can then be exported in a tamper-proof form for police evidence if required."

Safe and speedy evacuation of staff and customers during a fire or incident is also paramount to IKEA's operational planning and they run many practice simulations. The CCTV system has been configured to help in situations like these. For example when an emergency exit is opened a 'Control Center' alarm is triggered which automatically pans the nearest camera to display the exit so operators can ensure a smooth and orderly evacuation.

More at stake than security

IndigoVision's IP video solution has also provided IKEA with benefits beyond store security. The latest trend amongst retailers is to access in-store footage to help analyse merchandising, in-store promotions and footfall trends. This can be complied locally and nationally, with central marketing teams accessing live and recorded video from any store at any location across their corporate networks. This ability enables retailers to see what is actually working - or not - on the floor with real live customers. And that kind of information can be worth its weight in gold to the savvy marketer.

Technology does not replace people

It is important to always maintain a balanced view about technology solutions. Applying digital remote monitoring solutions to the retailing environment allows the retailer to have an unobtrusive and unprecedented army of eyes and ears monitoring the situation on a 24/7 basis. This is a huge advance that no people-based solution could provide.

But there will always be a need for well-trained personnel to assess the situation when an alarm event occurs and for personnel on the floor to know exactly how to respond in the most effective and appropriate way for a wide variety of possible situations. It should always be remembered that technology solutions empower people to perform more effectively and efficiently - but customers will always want the personal touch of people providing them with great service.

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