Intelligent insights into a high-risk digitally transforming world Issue 7 2023 Video Monitoring Solutions MANAGEMENT WITHOUT LIMITS Comprehensive Video Management Solutions
www.securitysa.com Issue 7 2023 1 VOLUME 29 | ISSUE 7 | 2023 Women in Security: Service orientation and attention to detail Are you leaving money on the table? Sector Focus: Transport & Logistics Fire & Safety Information Security An accomplished all-rounder familiar with the manufacturing, distribution, and system integration aspects of the security industry value chain. A collection of the latest trends, opinions and insights into the challenging transport and logistics sectors in South Africa. Charles Freedman, CEO of ServCraft, asks when last you spoke to your customers. You might be leaving money on the table. Load shedding, solar power and lithium batteries are business as usual these days, but they also pose fire risks many are not aware of. Insider threats are becoming more common and complex as the economy crumbles, but external threats are not relaxing their pressure on businesses and users. Editor’s Note.....................................................................2 News & Events................................................................3 Products & Solutions ...............................................32 Smart video management solutions Cathexis is a software developer and electronics manufacturer specialising in video management software and AI solutions. Cathexis has been developing security solutions for over 25 years. With its headquarters in South Africa, offices in Europe and the Middle East, and distributors in the USA, Australia and Africa, Cathexis provides tailored solutions to various market sectors in over 65 countries. Cathexis combines a personalised, customer-centric approach with a global vision. Intelligent insights into a high-risk digitally transforming world Issue 7 2023 Video Monitoring Solutions MANAGEMENT WITHOUT LIMITS Comprehensive Video Management Solutions REGULARS FEATURES OUR COVER 06 08 10 20 24
2 Issue 7 2023 www.securitysa.com Andrew LETTERS TO THE EDITOR Letters to the Editor should be addressed to Andrew Seldon at [email protected]. Sending material to this publication will be considered automatic permission to use in full or in part in our Letters column. Be sure to include your name, e-mail address, city and postal code. We reserve the right to edit all letters. Disclaimer While every effort has been made to ensure the accuracy of the information contained herein, the publisher and its agents cannot be held responsible for any errors contained, or any loss incurred as a result. Articles published do not necessarily reflect the views of the publishers. The editor reserves the right to alter or cut copy. Articles submitted are deemed to have been cleared for publication. Advertisements, inserts and company contact details areprinted as provided by the advertiser. Technews Publishing(Pty) Ltd cannot be held responsible for the accuracy or veracity of supplied material. All rights reserved. No part of this publication may be reproduced, adapted, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of Technews Publishing (Pty) Ltd, Reg No. 2005/034598/07 Editor Andrew Seldon: [email protected] Contributors Charles Freedman Lesley-Anne Kleyn Advertising sales Tracy Wolter: [email protected] Heidi Hargreaves: [email protected] Subscription Services For address changes, orders, renewal status or missing issues, e-mail: [email protected] Design and layout: Technews Production Department Published by Technews Publishing (Pty) Ltd Wild Fig Business Park, Block B, Unit 21, 1494 Cranberry Street, Honeydew Tel: +27 11 543 5800 ISSN 1562-952X Subscribe online: www.technews.co.za ISSUE 7 2023 FROM THE EDITOR’S DESK SMART Security Solutions has been talking about convergence for a long time; in other words, the intersection and even integration between the physical and information security worlds. Before writing this column, I hosted a virtual round table looking at trends for 2024 in the security industry and was pleasantly surprised. I purposely invited people from both the physical and information security worlds to the round table to get an idea of what both sides of the industry experienced this year and what they expect for the coming year. The full review of the discussion will be printed in the final issue of the year and highlights some interesting considerations, especially for the physical security industry. While the information and physical security worlds are still separate (in terms of the companies invited), it was clear that the two worlds are closer than ever. A control room, for example, may be focused on monitoring video feeds and/or alarms, although most are moving to include other IoT devices as well. Still, the data they collect needs to be protected as much as the control room infrastructure itself, which requires skills and in-depth knowledge of cybersecurity issues. Convergence is real It is not simply installing a firewall and some antivirus, but preparing for any cyberattack - ransomware can take down a control room as quickly as any other IT installation. At the same time, security operations centres (SOCs) are control rooms that monitor data and information security issues for clients, providing a mixture of cloud and on-premises software and services. However, these SOCs are now being forced to include more IoT devices under their protection services. In the cyber world, a camera or access control reader is simply an IoT device connected to the network. Sadly, many of these devices are not installed with cybersecurity in mind and thereby offer an easy way for cyber attackers to get onto the company’s network and do whatever nefarious deeds they have in mind. The other side of the coin that which we have also mentioned before - that of buying on price. You can get cheap facial recognition readers, for example, but how reliable are they, and how do they protect sensitive data? A question must also be raised about the physical installation; if an attacker can fiddle with the system, override it or connect to the network, it is a risk (because who protects their access control readers, even with just a password?). Then there is the question of AI, which is simultaneously over-hyped and under-estimated. SMART Security Solutions will cover the complete discussion in the next issue (and, of course, online). In my editor’s note in the next issue, I will also provide more information on how our rebranding from Hi-Tech Security Solutions to SMART Security Solutions will take the next leap into the future in 2024. What are your thoughts about the security industry, physical, cyber and converged for 2024? Send your thoughts to [email protected].
www.securitysa.com Issue 7 2023 3 NEWS & EVENTS Following Olarm’s achievement as the OSPA 2023 winner of ‘Outstanding Security Integrator’, it has taken another significant step in its innovation journey. The integration with Texecom Premier Elite marks Olarm’s commitment to continuing to deliver cuttingedge innovative solutions to its partners. Why Olarm for Texecom Elite? • Effortless installation: Plug-and-play setup in minutes with panel auto-detection. • Zero-failover connectivity: Enjoy fully managed multi-network 4G/2G, and Wi-Fi communication for ultimate reliability with the Olarm PRO 4G communicator. • Enhanced time accuracy: Precise, accurate timestamps in the panel event log for efficient troubleshooting, insurance and reporting. • Auto-time update: Panel time is set automatically, updating the panel time in case of power loss. Olarm advances smart security with Texecom integration Gallagher Security is introducing a new generation of controllers, beginning with the Controller 7000 (C7000), available for purchase from November. Capable of managing all localised access control, intruder alarms, perimeter security, business automation, and logic needs for organisations, the Controller 7000 represents a new generation of Gallagher Security technology, offering streamlined upgrades and advanced cybersecurity. Building on the groundwork introduced with the Controller 7000 Single Door released in February 2023, the C7000 gives users an opportunity to leverage their hardware and firmware to build a platform designed to catapult their organisation into the future. Jim Rayner, Value Owner at Gallagher who led production on the C7000, sees this as a sign of New generation of cyber-focused controllers Xscann Technologies has delivered a new mobile solution with added value for people screening. This turnkey solution requires no civil works around the body scanners as the company has designed and delivered an all-in-one complete body scanning solution built in a shipping container. Feature highlights: 1. 6 m shipping container. 2. Office space for operators. 3. Body scanner unit. 4. Access control. 5. Backup power (generator). 6. Air conditioning. 7. XMS management software. People screening goes mobile Taking a closer look into the integration’s offerings, Olarm enriches the user experience with functionalities that go beyond the usual Olarm APP. New Olarm features include: 1. Part Arming profiles: Seamlessly support Texecom Elite systems, granting users the ability to implement Part Arming for added convenience. 2. Autotime update and time-based syncing: Harness the full functionality of Texecom alarm systems, leveraging time-dependent features on the alarm panel, such as autoarming and time-based access. Enjoy smoother troubleshooting and cleaner event log reports with accurate time. The panel will also stop beeping when power is restored. 3. Historic signal syncing: Ensure 100% signals. All signals generated are synced to the control room when the network is available, eliminating missed alerts and ensuring accuracy. Available Texecom Premier Elite Models with Olarm integration: • Texecom Premier Elite 24 • Texecom Premier Elite 64 • Texecom Premier Elite 88 • Texecom Premier Elite 168 • Coming Soon: Texecom Premier Elite 640 For a more in-depth look into this integration and its many benefits, go to https://olarm.com/ blog/olarm-now-supports-texecom-premierelite or contact [email protected]. Gallagher’s future growth, stating, “The C7000 is the first step in a new era of Gallagher’s product development, and I believe this controller offers our customers limitless potential and industryleading cyber protection. We are excited by what we have achieved with this controller, and our customers will continue finding value in the device for many years to come.” In a rapidly evolving digital age, following basic cyber hygiene is no longer enough; businesses need a solution that is prepared for tomorrow’s cyber environment, today. With enhanced hardware and cybersecurity baked in from inception, the Controller 7000 is up for the challenge. Powerful iMX8 System-on chip and an NXP Edgelock secure element ensure a Trusted Execution Environment (TEE) and guarantee software authenticity on each device. With a ten-times more powerful microprocessor, the C7000 executes access decisions twenty-five times faster, resyncing the cardholder database in half the time. Additionally, utilising feedback directly from end users, channel partners, and consultants, Gallagher’s product team developed the C7000’s key features to make upgrading easier than ever. The C7000 has been purposely designed with the same footprint, wiring, and ports as the Controller 6000, providing the power to take advantage of the newest technologies and easily scale as a business grows. For more information, contact Gallagher Security, +27 11 974 4740, [email protected], www.security.gallagher.com The unit is easily movable and can be used in different locations as needed. It is also equipped with adequate air conditioning systems for use in any environment. It could also be attached to the exit points of change houses with no or little modifications. It is designed to be highly customisable according to the customers’ requirements. Doing away with civil works translates to significant cost savings for clients. For more information, contact Xscann Technologies, +27 11 608 1504, [email protected], www.xscann.com
4 Issue 7 2023 www.securitysa.com New T&A terminal features revolutionary AI technology Suprema has pioneered fingerprint recognition technology based on deep learning for the first time. The cutting-edge AI algorithm, based on deep learning, is embedded in BioStation 2a. This innovation was achieved through Suprema’s expertise in creating a lightweight AI engine optimised for edge devices. BioStation 2a is a high-performance edge device that has adopted an AI processor, NPU (Neural Processing Unit), optimised for deep learning, delivering highly accurate and fast fingerprint recognition. Through deep learning, the ability to extract templates from low-quality fingerprints, such as those that are distorted, has significantly improved accuracy by 30%. Additionally, BioStation 2a has improved fingerprint recognition speed with a 1,5 GHz Quad CPU (processor) by supporting up to 50 000 users in 1:1 matching and 100 000 users in 1:N matching. [SPONSORED] The Private Security Industry Regulatory Authority (PSiRA) was established in terms of Section 2 of the Private Security Industry Regulation Act (56 of 2001), which came into operation in 2002. The strategic mandate of PSIRA originates from the Act and the regulations issued in terms of the Act. The primary objectives of PSiRA are to regulate the private security industry and to exercise effective control over the practice of The role of PSiRA in the security industry The Africa Tech Festival has spent 26 years presenting and unpacking the latest developments in technology and telecommunications to a global audience vested in seeing Africa grow to its full potential. All agree that connectivity is the backbone of the continent’s future, but without the energy to power it, any progress is severely hampered. Taking place in Cape Town, South Africa 13 – 16 November, Africa Tech Festival is expected to attract 15 000 local and international professionals from across the technology, telecommunications, and digital media space. High on the agenda for those living and working on the African continent, is energy, sustainability and how digital assets can play a role in safeguarding all our futures. Africa’s growth lies on shoulders of renewable energy NEWS & EVENTS BioStation 2a offers a range of credential options, including fingerprint, RFID, and mobile access (BLE/NFC), simultaneously enhancing user experience and security. It seamlessly fits into diverse outdoor and indoor environments, such as small offices or large enterprise buildings. An extended USB host helps customers to add new features easily. Furthermore, its IP65 rating and operating temperature range from -20°C to 60°C guarantee durability even in the most rugged conditions. “We are excited to unveil BioStation 2a to the market. This innovative solution represents the future of fingerprint recognition technology and empowers our customers to feel the power of AI within their fingers.” said Suprema Inc. CEO Hanchul Kim, “With BioStation 2a, Suprema will enhance its position in the market as the global leader in AI-based biometric solutions, setting new standards in the security industry.” For more information, contact Suprema, +27 11 784 3952, [email protected], www.suprema.co.za the occupation of security service providers, both in the public and national arena, and in the interest of the private security industry itself. The Authority is tasked with the following critical functions within the private security industry: • Registration of service providers and security officers. • Ensuring compliance and adherence to the PSiRA Act and all other laws applicable to security service providers. • Accrediting training security service providers. • Process course reports submitted by training centres. • Receive and investigate complaints against service providers. • Prosecute noncompliance by service providers. • Advise private security consumers about the private security industry. • Advise the state on all matters of private security. • Set norms and standards related to the security industry. The Authority continues to strive to improve the industry through innovation research and management of stakeholders relevant to the industry. For more information, contact PSiRA (Private Security Industry Regulatory Authority), 0861 333 850, [email protected], www.psira.co.za “Businesses across Africa have benefitted enormously from leap-frogging traditional technology to access the digital world and wireless connectivity, and this is spurring phenomenal growth across the continent,” says James Williams, Director, Events, Connecting Africa, Informa Tech, organiser of the Africa Tech Festival. “The incredible advantages of digitalisation are, however, dependent on a plentiful and reliable source of power, and it is essential that the public sector has strong strategies in place to drive this growth. This has become an important point of discussion and will be addressed across several sessions at this year’s event, with the launch of a dedicated stage around sustainability and climate resilience,” said Williams. This year the festival welcomes top speakers across the industry for a deep dive into the important topics of sustainability and climate including: • Duan Du Toit, Group Executive Head: Energy Performance at Vodacom Group Technology. • Wassim El-Metwally, Chief Strategy & Sustainability Officer, Al Baraka Bank Egypt. • Miriam Altman Director: Altman Advisory & Professor of 4IR Practice University of Johannesburg. • Abel Sakhau, Chief Sustainability Officer, Sanlam Group. • Sabrine Chennaoui, Co-founder & CEO, Monsapo. For more information, please see https://tmt.knect365.com/africa-tech-festival/
www.securitysa.com Issue 7 2023 5 Aon South Africa has released its 2023 Cyber Risk Survey for South Africa, providing insights on current trends in cyber risk governance practices being deployed by South African companies in various market segments. South African Cyber Risk Survey 2023 NEWS & EVENTS “The survey offers commentary on the future direction of cybersecurity, its solutions and legislative policies, to provide forward-looking guidance to businesses from a South African perspective,” says Zamani Ngidi, Cyber Solutions Senior Client Manager and co-author of Aon’s 2023 Cyber Risk Survey. The survey found that: • 22% of respondents suffered a cyber incident in the past five years. • Furthermore, 67% of participants deploy a cyber risk management tool. • 72% of participants purchase cyber insurance. One of the key findings of Aon’s 2023 Cyber Risk Survey is that companies are more likely to ‘beef up’ their cybersecurity following a cyber incident. “We question whether companies that have suffered a cyberattack would have better cyber risk management practices in place than those who did not suffer an attack. The findings in the survey show that of the 22% of respondents that have suffered a cyberattack, all subsequently have the full stack of cyber-related covers and tools in place, as opposed to their counterparts, with less than 50% uptake on mitigation controls,” says Ngidi. The survey also found that only 43% of South African companies with revenue of less than R100m deploy a cyber risk management tool, as opposed to 80% of companies with revenue of over R100m. “It points to two possible scenarios, where smaller companies are finding the cost of proactive risk management too high, or it could point to a perception that the risk is only reserved for companies with a higher revenue bracket.” To find out more, download the report at www.securitysa.com/*aon1 Zamani Ngidi. ESDA Annual Charity Golf Day The Electronic Security Distributors Association (ESDA) is holding its annual ESDA Charity Golf Day on 22 November 2023. This year will see the event taking place at Huddle Park Golf & Recreation Club in Linksfield. Attendees will be in store for a full day of golf and fun, competitions, prizes and spot raffles. This includes some exclusive auction items that will be available for bidding during the prize-giving dinner. Should you wish to sponsor a hole and put up your branding, you can secure your space where activation activities are strongly encouraged. Bookings for hole sponsorship and 4-balls are available on a first-come-first-served basis, with bookings closing on Friday, 10 November 2023. As unfortunate as it would be if you were unable to attend, you can still participate and make a difference by becoming a prize sponsor through either sponsoring a prize to be auctioned off during the dinner ceremony or some prizes for one or more 4-balls. For more information, to register or to sponsor, contact [email protected].
6 Issue 7 2023 www.securitysa.com WOMEN IN SECURITY Lianne Mc Hendry was born in the East Rand and grew up in Edenglen. At ten years old, her entire family – grandparents, parents, Lianne and her brother – immigrated to the United Kingdom. This was in 1985, during the height of apartheid sanctions. Hence, the experience turned out to be a difficult one for the family. Lianne recalls being badly bullied at her new school. Assumed to be racist, she was physically beaten, victimised and ostracised. Her father decided to move his brood back to South Africa. Looking back now, Lianne feels that this experience toughened her and created a resilience that would stand her in good stead in her adult life, but at the time, it was traumatic. Safely back in sunny South Africa, she matriculated in 1992 and then completed a general business, travel and tourism diploma with Kelly Greenoaks in Rosebank, Johannesburg. She then secured a position with a firm of accountants in Houghton. One year later, she was head-hunted by KPMG for a position in their marketing division. The firm saw potential in Lianne and trained her in graphic design. Having been particularly interested in art at school, this suited Lianne perfectly. Security by accident In 1999, she relocated to Cape Town. How she ended up working in the security industry came about by chance. A family friend paid a visit and invited her to join the team at Pentagon Distribution. “I told him that he must be joking because I knew nothing about security or technology,” she says. Nevertheless, after some consideration, she decided to take up the challenge. This despite being somewhat overwhelmed by all the security industry jargon that she now found herself faced with. Lianne spent 2016 to 2018 at Pentagon Distribution, which was a golden-tier Bosch distributor at that time. She became particularly proficient at her job. Clients at the time included a significant mall development in Mozambique and various major distribution centres in South Africa. Service orientation and attention to detail An accomplished all-rounder familiar with the manufacturing, distribution, and system integration aspects of the security industry value chain. By Lesley-Anne Kleyn. WOMEN IN SECURITY Soon, Dimension Data came calling in search of an account manager for its Advanced Infrastructure division. Moving from distribution to system integration was an eye-opener for Lianne, who now found herself selling complete solutions to end user clients. “I worked alongside just about everybody in that Didata building, from networking architects to solutions architects – this was not just about moving CCTV equipment anymore. I really had to up my game.” Lianne looked after DDAI’s premier clients, which included national retailers and finance institutions. She learned all she could about solutions during her two-year tenure with Dimension Data, working primarily with Axis, Avigilon, and Bosch solutions. Then, DDAI went through a period of retrenchment. Fortunately for Lianne, Bosch South Africa approached her before Dimension Data implemented the cutback, looking for a business development manager for its Cape Town region. She leapt at the opportunity, aware that Bosch had an exceptional global reputation and was renowned for looking after its staff exceptionally well. Expanding to manufacturing and further Now, she had the opportunity to work within the manufacturing space and was fast becoming an accomplished all-rounder, familiar with the manufacturing, distribution, and system integration aspects of the security industry value chain. Little did Bosch or its new employee know that the world was about to go into a period of lockdown. Hence, a year after joining Bosch in early 2020, Lianne found herself on the receiving end of a retrenchment in 2021. Fortunately, LunarX Consulting in Cape Town was looking for a Bosch expert to join its team, and Lianne was the perfect fit. She joined LunarX, working out of the Sensor office in Cape Town, given that the Octopi Group owns both companies. Shortly afterwards, Sensor’s Raymond Strydom approached Lianne to become part of his team. Lianne was excited to join Sensor, given that Raymond is well respected within the industry for his leadership
www.securitysa.com Issue 7 2023 7 WOMEN IN SECURITY Lianne Mc Hendry. skills. She moved to Sensor, retained her Bosch clients, and now added Hikvision and Impro to her portfolio of products. Sensor is skilled at perimeter security and has also moved into the solar space. The ‘solar caddy’, for example, which uses solar to power cameras for remote sites that are difficult to manage, has become particularly popular. Lianne feels that Sensor is making a difference in the distribution space because it has an excellent technical division. The system integrators who must install the products can visit the Sensor offices weekly for training and help. “My company is distributing hardware, software, intruder alarms, intercoms, CCTV – all that is needed for a security solution. Installer clients can become certified in all these disciplines through Sensor.” She also notes that Sensor holds a significant amount of stock, making ETAs relatively fast. Meanwhile, Lianne has established a reputation for excellence within the security industry and is known for her impeccable professionalism. We ask her what the secret is to her success. “I am open with my clients. If there is a highly technical question that I really cannot answer, then I tell my client that I will get back to him/her – and I do!” It bothers Lianne that this kind of ‘old school’ service has become something of the past. “The security industry is so competitive. You must have an edge. We can all horse trade over our pricing. So, what other value will you add if not brilliant service?” she laments. Lianne is also a gold member of the Johnny Walker ‘Keep Walking’ club (Sensor is a partner), which celebrates high achievers who consistently achieve above their sales targets. Within a year at Sensor, she was already recognised as the highest achiever for the particular quarter. She believes that her sales success stems from her authenticity with her clients. Hunting success Lianne now also holds several high-level certifications in the products that she distributes, but it is the customer service part of the work that makes her tick. She is a hunter, a doorknocker, picking up the telephone to secure an appointment with a prospective client. “Old-school style,” she chuckles. She is also known as ‘The Fixer’, often despatched to deal with the kinds of client disgruntlement that can unfortunately tend to characterise the industry. For this, Lianne feels that one needs great listening skills. It is important to remain silent, hear the customer’s pain points, and find a way to move forward together. Lianne is known for working tirelessly to “make things right when things go wrong”. She feels that great relationships are built on her proving that she is who she says she is to her clients. What Lianne loves about the security industry is that every day is different. “Working in this space is never boring,” she loves that technology is constantly evolving. “One needs to stay ahead of the curve.” She feels that her customer service skills and professionalism are also, in fact, the same traits that have protected her in what is essentially a male-dominated industry. Has she encountered difficulty? Yes, indeed she has. As a woman in the industry, her greatest challenge has been not being taken seriously. Although she is generally treated with respect, she is also sometimes treated dismissively. We ask her how she deals with this. “Oh, I have become very vocal in my old age. The older I get, the bolder I get. If there is something of value that I can add to the conversation, then I will share it regardless,” she says. For the most part, Lianne feels she has been treated courteously within the industry. She believes that this is thanks in large part to the great leaders that she has worked for. “Leaders set the tone. If they treat their female staff respectfully, so does everyone else.” She has found occasionally that she might be approached somewhat inappropriately during her work. She deals with this by keeping her boundaries firmly in place. More women in security We ask her what she feels the industry could improve, and she says: “Employ and upskill more women who are interested in the security sector, hence taking away the fear factor that only men are adequate to fulfil this role.” She mentions Lauren Tamine, the Director of Data Centre Specialised Equipment, as another woman we should get to know. As its name implies, DCSE supplies specialised equipment vital for implementing and running data centres. Lauren is the company’s founder. Lianne also mentions the entire team of ladies with whom she works at Sensor. She would encourage women considering a career within the security industry to get involved. “Having a technical orientation is an advantage, but essentially, just find a good course and learn. It is important to understand how the entire security solution fits together, from the network infrastructure all the way to the CCTV cameras themselves.” In addition, she feels that one must have a real passion for the job, service orientation, and attention to detail. “Ultimately, people buy from people. Being in sales is one of the toughest jobs in the world. You have to love it.” For more information, contact: • Lianne Mc Hendry, +27 79 742 1689, [email protected], www.sensorsecurity.co.za • Lauren Tamine, +27 82 570 3970, www.dcse.co.za Lesley-Anne Kleyn is a Management Consultant with The Marathon Group. She works extensively with clients in a range of industries on leadership, strategy, alignment, high-performance teaming, and operational excellence. She serves on the Board of ASIS International in the security industry, heading up the Women in Security portfolio. Contact her at +27 64 410 8563 or [email protected].
8 Issue 7 2023 www.securitysa.com OPINION How many customers have you helped since starting your business? Where does most of your new business come from? If the answer is not from the existing customers on your database, you might have a problem. Winning a customer can be difficult, timeconsuming and expensive. Marketing in the security market can sometimes feel like trying to get someone’s attention on the opposite stand at a Springbok match at Loftus. Not impossible, but not easy. Losing a customer is quick and easy. The scary part is it can happen without you noticing. A poor experience with technology, chips out the wall, cables not fitted cleanly, feeling ripped off; these are all silent killers of your customers. Remember, if you’re not taking care of your customers, your competitors will. Five times more expensive Acquiring a new customer can cost five times more than retaining an existing customer. According to Hubspot, an increase of just 5% in customer retention can boost profits by 25%. Loyal customers become advocates; advocates lead to referrals, and it snowballs from there. Think about it. At ServCraft, our average customer has around 200 customers on their database, but the response is eerily silent when we ask how often they have asked for feedback or referrals from this group. As a business owner, how do you make sure your customers get a great experience so that you can keep their repeat business and get referrals in the years to come? When all is done, your customer will remember the quality of their experience far beyond the work itself or even what it cost. How do you show your customers love? Get to the point – Your customers are busy, often looking at multiple quotes from different suppliers. What and how you communicate will help you stand out from the pile of paper on their desks. Whether it is quotes, invoices or project specs, presenting information clearly and concisely will help you win more business. Remember, your customers may not know the complexities of a security installation Are you leaving money on the table? By Charles Freedman, CEO, ServCraft. When was the last time you spoke to your customers? You might be leaving money on the table. project – it is your job to help them understand without overwhelming them. A commitment to clarity and efficiency fosters trust and showcases your dedication to customer satisfaction and your team’s success. Cut the admin – You do not like admin. Your customers do not like admin, especially if you make your admin your customer’s admin. Customer self-service tools empower them to handle tasks like accepting and commenting on quotes, paying invoices, viewing upcoming appointments, and even seeing a history of completed jobs. This saves your customers and your team from time-consuming tasks, such as phone calls, emails, WhatsApps and repetitive data entry. Job management software like ServCraft enhances your customer experiences and sets your business apart from competitors. By making interactions more accessible and efficient, you demonstrate care and provide peace of mind to your customers. Simple, powerful communication – Your customers are busy. They do not care that you and your teams are also busy. They want to be kept in the loop and bought on the journey so that expectations are set and met. This should not take loads of time and effort. Automated and personalised notifications can win you more business, faster and keep your teams and customers in the know. Simple, short updates like “Hi James, we are on our way – see you in 25 minutes” may seem simple, but they are extremely powerful. Doing a good job is a given. Making your customers feel special by personalising their journey from the moment they reach out to the moment they pay will set you apart. Tools like ServCraft exist today to take the burden out of delivering this level of service. Embracing these tools will allow you to be consistent and deliberate about keeping customers informed, engaged, and satisfied. Be feedback fit – If you do not ask, you will not know. Actively seeking feedback, bad or good, is essential for business improvement and growth. It shows customers that their opinions are valued beyond their purchases, enhancing trust and engagement. Criticism can be hard to hear. Asking customers what they think may result in not everyone being happy. Embrace criticism as an opportunity. I recently had a technician install a new alarm in my house. After the job was done, I found chunks had been taken out of the wall whilst fitting the camera. A day later, the team came back and fixed the problem. That same day, I received a box of chocolates and a personalised apology letter. The commitment to own the problem and the human touch to apologise resulted in me recommending them despite not getting it perfect the first time. The bottom line – People buy from people. Caring about your customers and their experience matters to your business’s success. It cannot be delegated. It needs to be lived every day and shine through administrators and technicians. Remember, your customers are your business. Make a point of showing your appreciation for them. Whether it is a simple ‘thank you for your business’ over the phone, by email or in person, it can go a long way. Charles Freedman is the CEO of ServCraft (www.servcraft.co.za), a South African-designed and built job management application for security installations and other field service businesses. Charles Freedman
10 Issue 7 2023 www.securitysa.com Securing road transport across Africa By Andrew Seldon. Two TAPA EMEA leaders speak to SMART Security Solutions about securing transport and logistics in a hostile environment. Transporting goods across Africa is a challenge at the best of times. When doing so by road, there are the usual road quality issues, potential criminal activities, route decisions, and more, that logistics companies need to consider. In South Africa, the situation is generally worse due to the inability of the government to keep the rail system in working order, which forces more cargo to be transported by road, and of course, the heightened crime risks due to the free reign of well trained and equipped criminal syndicates that are almost immune to legal repercussions. As logistics companies are undoubtedly aware, special care must be taken in planning and running transportation within the continent. What may be an easy run in one country can be a dice with death in another, or anything between the two extremes. SMART Security Solutions spoke to Filipe de Almeida, the Corporate Security and Loss Prevention Manager at Rangel Logistics Solutions, and the Portugal & Spain Regional TAPA EMEA Lead (TAPA is the Transported Asset Protection Association). Rangel has a long history of transporting goods throughout Africa, especially for mining operations on the continent. (The company’s business extends far beyond Africa, but we are focusing on the continent.) Planning is critical De Almeida says that every aspect of the journey must be planned in advance. This includes the route to be taken and possible alternative routes should something go wrong or if there are potential threats on the planned route, customs and border crossing issues, road damage, criminal enterprises, and the everpresent dangers of vehicles breaking down. Rangel prepares in advance for these and more risks and runs two control rooms, one in Portugal and one in South Africa, where it uses GPS and a range of communications technologies to keep track of its convoys and speak to the respective persons when required. These control rooms run 24/7 and are managed by carefully planned workflows to ensure a quick response to any emergency. It collects information from various sources about routes, including TAPA EMEA’s TIS system (described below), to change routes or recalculate expected arrival times due to road conditions, adverse weather, or any unexpected occurrences. Avoiding unnecessary delays For high-value goods from mines, for example, the company ensures escorts accompany its trucks. It has personnel stationed at border points to ensure all the paperwork is done correctly to streamline the process. Bureaucracy can be the biggest problem logistics operators face when moving goods between countries. It also ensures it has made contacts in various locations along the route so that any mechanical failures can be dealt with as quickly as possible to get the vehicles moving to the next ‘safe point’. This could mean contracting repair workshops in towns all along the route to ensure there is not a long wait for assistance. Driving all these preparations is the determination to keep goods moving and avoid any single point of failure. De Almeida says the most significant risk to cargo is when it is at rest. This can happen anywhere, but is more common at border points and places like the Durban port – a known chokepoint. It can take two days to offload cargo once it has arrived at the port (depending on what it is), and it can also take days of ‘waiting in line’ – meaning security escorts need to be kept with the cargo for as long as it takes to offload. Other problems include a lack of warehouse capacity once the cargo is offloaded, and the human resources to do the offloading and packing in the warehouse. The result is that some African mines now avoid this once prosperous port and divert their cargo to others, such as Dar es Salaam in Tanzania or Walvis Bay in Namibia. SECTOR FOCUS: TRANSPORT & LOGISTICS
SECTOR FOCUS: TRANSPORT & LOGISTICS Early Warning Fire Detection to protect key infrastructure and supply chains SecuriSmoke ASD Aspirating Smoke Detectors Products are available through our local business partners Securiton AG, Alarm and Security Systems www.securiton.com, [email protected] A company of the Swiss Securitas Group Paper only goes so far As noted above, workflows are prepared well in advance and become part of the monitoring and management of the convoys. However, De Almeida notes that even best practices on paper are not worth the effort if they have not been translated into actions and if the support for those actions has not been prepared in advance (such as the availability of maintenance along the route, training for control room staff, and more). In addition, problems extend beyond how they are described on paper, so plans and workflows need to be designed and implemented with care to deliver best-practice solutions on the ground, and to be adaptable and evolve as situations change. This is, unfortunately, necessary in South Africa as the leading escort vehicle will often warn the convoy of roadblocks, no matter the cause, and the convoy will be diverted to avoid any stoppages. Once again, he notes, “cargo at rest is cargo at risk”. Reporting all the time When a vehicle or convoy stops, the control rooms receive an alert, even for planned stops, to ensure everything is proceeding as planned. Its drivers are also part of the solution to security and risk issues, as they are encouraged to report anything strange or suspicious, whether it is a threat or not. Their situational awareness plays an important role in the overall security of transport services. With multi-SIM communications on board, the drivers and escorts are in touch throughout Africa. When they notice something unusual, they generally use push-to-talk (PTT) technology to inform the control room, which notes the occurrence. One car sitting at the side of a road is not necessarily an emergency, but if the same car is noted multiple times, the pattern may indicate some nefarious plan brewing, which the company should take note of. De Almeida says the key is ensuring the company and its personnel have enough measures to act and sufficient awareness of their routes and surrounding areas to make it as unpalatable for criminals as possible. Security is a mindset that he tries to entrench in the company and its people to minimise risks and efficiently manage events when they do occur. Technology plays a vital role in this as one cannot wait until someone has looked for the paper-based SOPs before reacting in an emergency. Those involved need to know what to do, and the technology available to them needs to assist in following the standard processes and resolving the situation – and recording the whole process. TAPA is a valuable aid De Almeida notes that TAPA EMEA’s standards are a valuable aid in the transport and logistics Massimo Carelle. Continued on page 12
12 Issue 7 2023 www.securitysa.com industries as they assist in ensuring companies implement the correct procedures. Primarily, the goal is to avoid emergencies, but when they happen, people need to know what to do. The standards are very beneficial in this. Of course, the standards do not simply cover one aspect, such as cargo on the road, but deal with the entire supply chain, from internal company processes to travel protocols, handover processes, etc. They also offer holistic solutions for warehouse risk managers (see below). TAPA standards secure the whole process and allow risk managers to see where the weakest link in the chain is, where problems can most easily arise, and resolve these without creating new weaknesses. The benefit is that TAPA shares information anonymously across its membership to assist in securing logistics in Europe and Africa. It also shares the same information with law enforcement at no cost. While Africa is still relatively new to TAPA standards, much is being done to expand the scope of operations on the continent through its African chapter, led by Massimo Carelle. TAPA EMEA Africa Region Shortly after the first TAPA EMEA conference held in South Africa after the pandemic (www.securitysa.com/19143r), SMART Security Solutions also spoke to Massimo Carelle, the Head of Bradian Logistics Risk & Security Solutions, as well as the TAPA EMEA Africa Region Lead about the association’s expansion on the continent. Among the good news following the conference, Carelle noted that membership fees for TAPA have been reduced for African companies and individuals. As a European organisation, TAPA’s membership fees are Euro-based, which makes it expensive for Africans to join. Members can also receive training in the TAPA standards at a reduced cost. However, the benefits are not only about money. Members of TAPA EMEA are entitled to attend the annual conference for free. They also have access to authorised training courses and the TAPA EMEA Intelligence System (TIS). TIS provides valuable insights into recorded cargo crimes and information on facilities, trucking operators, and secure parking locations that meet the TAPA EMEA Security Standards. Members can also anonymously share their incidents with other members. All shared information is made available to law enforcement agencies at no cost. Members also receive regular cargo crime incident alerts for their region and monthly webinars to increase the resilience of their supply chains. Other associations in this industry can join with TAPA EMEA and gain access to similar benefits for themselves and their members. According to Carelle, the goal is to increase African membership and information-sharing capabilities to ensure supply chains throughout the continent have the data they require to make risk-mitigating decisions in a notoriously dangerous region. While based in South Africa at the moment, regional groups will be set up in Africa as more people learn about TAPA, its benefits, and the vital information it offers. Regarding the value of TAPA certifications (explained below), Carelle says certified companies have a 76% lower chance of being crime victims because of the holistic risk management approach TAPA promotes. The TAPA EMEA standards As a reminder, Carelle explained the certifications in brief. Facility Security Requirements (FSR): FSR protects high-value and theft-targeted products in facilities, such as warehouse operations and distribution centres. The FSR Standard is reviewed every three years, in consultation with TAPA members, to ensure its effectiveness and efficiency and to address new or emerging threats to supply chain security. Trucking Security Requirements (TSR): Over 90% of cargo losses reported to TIS involve criminal attacks on vehicles. TAPA EMEA’s TSR standard has been developed to protect products transported by road and aims to ensure the safety of drivers, vehicles, and cargo by preventing criminal attacks. The TSR is also reviewed every three years. Parking Security Requirements (PSR): Trucks parked in unsecured parking places are involved in over 50% of the cargo losses reported to TIS in the Europe, Middle East and Africa region every year and include thefts of products valued at tens of millions of Euros. TAPA says these crimes are exacerbated by the severe lack of secure parking places in the region, especially in Africa. The organisation’s secure trucking database lists facilities that meet the PSR standards to allow companies to use secure facilities for their long-haul fleets. Find out more about: • TAPA EMEA standards and training: https://tapaemea.org/standards-trainings/ • Bradian Logistics Solutions at www.bradian.co.za • Rangel Logistics Solutions at www.rangel.com/en/ Continued from page 11 SECTOR FOCUS: TRANSPORT & LOGISTICS
14 Issue 7 2023 www.securitysa.com SECTOR FOCUS: TRANSPORT & LOGISTICS Modern warehouses come with added fire risk By Dominic Jeff, Securiton. Protecting warehouses from crime is important, however, fire can arguably be a greater danger to business continuity. With Africa’s transport and logistics sector returning to its rapid growth trajectory, the continent is seeing serious investment in modern warehousing. Naturally, there is a focus on protecting warehouses from theft, but fire is arguably an even greater danger. Modern warehouses are in themselves a valuable asset and fires threaten business continuity and have potential knock-on effects along supply chains. A report by the World Economic Forum this year predicts that the African Continental Free Trade Area (AfCFTA) agreement, which introduces frictionless trade between its signatories, will be a catalyst for further rapid investment and expansion of the continent’s logistics sector. This new generation of modern African warehouses will be a promising economic foundation block for years to come. In order to protect not just these substantial investments, but also the industries which they serve, Early Warning Fire Detection (EWFD) is essential. This is because once a fire has taken hold in a dense, high-racked modern warehouse, the chances of controlling it and preventing a total loss all but disappear. Bigger warehouses, bigger risks The experience elsewhere in the world shows that, as warehousing becomes more modern, the fire risks become larger. The trend is for warehouses to be bigger, with higher and more densely packed racks, and with greater levels of automation. Newly constructed warehouse footprint sizes have been growing because logistics distribution operation has moved towards fewer but larger distribution centres. Dominic Jeff.
www.securitysa.com Issue 7 2023 15 SECTOR FOCUS: TRANSPORT & LOGISTICS New-build warehouses are typically at least 25 000 m2 and can sometimes be more than 100 000 m2 in area. Additionally, goods can be routinely placed on racks 40 m high, or even higher where automatic storage and retrieval systems (AS-RS) are installed. As the level of warehousing automation increases, very high rack configurations and very narrow aisles become possible, thus further maximising total storage volume on the same footprint. While these modern systems allow for more goods to be stored and moved, they are also a larger fire risk than smaller, conventional warehouses. Narrow isles and high racks mean fire will spread more easily, burn more fiercely, and be more dangerous to firefighters. Additionally, they mean that detectors and sprinkler systems situated at roof level, as is common in many smaller warehouses, will be less effective. Huge potential loss The vast quantities of goods stored in a large modern warehouse are only part of the increased risk when it comes to fire – albeit an important part – because once a warehouse fire is out of control, a total loss is likely. The automated systems and the warehouse structures themselves are also major assets that need to be protected. Naturally, they will be insured, but their sheer size raises further issues should a warehouse be lost overnight. Business continuity is paramount to deliver promised levels of service, and for high-value manufacturing processes to ensure just-intime production and delivery. The knock-on effects of a major blaze at a large modern warehouse are therefore many and severe. In many ways, regulations are yet to reflect the need to prevent such a scenario, or the challenges inherent in properly protecting such high, narrow racking of goods on a massive scale. Since its first edition more than a century ago, the NFPA Fire Protection Handbook (currently in its 21st edition) always highlights the challenge and uniqueness of fire risks in warehouse and storage facilities. While warehousing technologies and material handling evolved over the years, many aspects of fire safety concerns, such as the potential for rapid growth of a fire and the dangers of manual fire-fighting in tight spaces amid racked goods, remain. Early warning fire detection Although sprinklers can prove effective in potentially reducing the fire damage and time to recover, they can also be destructive to anything from foodstuff to electronics. Only a well-designed Early Warning Fire Detection system, alongside staff trained in a fast response, provides real risk mitigation. A suitable fire detection system is also required for the actuation of pre-action and co-incidence (or double interlocked) suppression systems. EWFD therefore goes hand-in-hand with an advanced sprinkler or other suppression system. EWFD is based on the principle that a fire is far easier to put out if it can be detected in its incipient, smouldering phase. If staff on-site can be alerted to the fire at this stage, before flames are leaping into the air and spreading, they should easily be able to tackle it and the result will only be localised damage to a few affected goods. The challenge is, of course, that a tiny incipient fire gives off almost no heat and is therefore much harder to detect. Aspirating smoke detection has the sensitivity When it comes to the methods and devices required for EWFD in a large, tightly packed space such as a modern warehouse, aspirating smoke detection (ASD) is the only truly viable method. On the one hand, there is no reliance on heat, which can vary greatly in an African warehouse anyway. On the other hand, ASD has a level of sensitivity that standard, single smoke detectors cannot match. In some settings, the ultra-high sensitivity of ASD can be a challenge in itself due to the possibility of triggering false alarms. However, a warehouse ought to be a smoke-free area. If even a small level is detected, it is worth investigating further. An advanced modern ASD system like SecuriSmoke has multiple levels of pre-alert exactly for this kind of situation; it is intended for a staged response where on-site security can investigate an area before launching a full-blown response involving suppression systems and an evacuation. As well as its unrivalled sensitivity, ASD offers other distinct advantages in the modern warehouse environment. ASD’s practical benefits in a warehouse An aspirating smoke detector consists of a sensor and control unit incorporating a fan, and one or several tubes extending out to sample air across a large area. One immediate benefit of this is that testing and maintenance can be carried out at a convenient point at ground level. Because of the large volume of space that each unit can protect, there are also far fewer units to test compared to standard smoke detectors. Testing and maintenance efficiencies are a major ROI advantage, but ASD also allows greater flexibility of design. Tubing arrays can be altered as necessary to fit new arrangements in the warehouse, and this is particularly useful when tubes are used vertically within racks in order to provide multi-level detection. Such vertical, in-rack sampling is critical for very high ceilings and when tight racking constrains the airflow, trapping smoke within the goods area. With other systems it becomes challenging to reach the units for testing, or to adjust systems when racks are rearranged. Finally, ASD offers the reliability that key economic infrastructure deserves. There is no point in investing in state-of-the-art logistics if the chain cannot be relied upon, 365 days a year. The relatively small investment in EWFD, often offset by superior ROI over the long term, is therefore not just worth it, but essential. For more information, contact Securiton +41 58 910 50 50, [email protected], www.securiton.com
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