KK
Take a look around and watch the people walking down the street, lost in their smart phones, listening to music, talking on the go, checking email. It’s clear we are all more connected than ever before. But for the most part, we are also in a constant state of data overload. Think about it – How many emails do you receive that either get deleted immediately or simply fall into the abyss of the unread? Not to mention countless Facebook messages, LinkedIn posts, tweets, WhatsApp and BBM messages.
Organisations are similarly challenged by the overflow of Big Data from transactions, social media, records, interactions, documents, and sensors. But the ability to correlate and link all of this data, and derive meaningful insights, can offer a great opportunity.
When organisations hit the mark, they gain a competitive advantage by making useful information more transparent for decision-makers.
So what about the security industry? A centralised control centre could easily have security oversight for hundreds of sites encompassing thousands of sensors and systems – everything from video surveillance and video analytics to access control, radio and telephony communications systems, fire, life safety software and more. And let’s not forget that nowadays, many security operations also manage a wide range of operational issues.
For security operations, the ability to effectively harness all of this data using situation management technology translates into operational efficiency, service excellence, and vastly improved coordination.
Operational efficiency
For oil & gas operators, the downtime of a single rig can cost up to one million dollars a day. So a major focus for operators is on minimising NPT (non-productive time). Using a situation management solution, they can capture and consolidate multiple data sources for a holistic view of day-to-day rig operations. This can include radio or phone communications, the actions taken by operators during incidents, screen recordings of safety and operations systems, and camera video feeds. Utilising this information for analysis can result in best practices that help operators improve response times, better understand the root causes of incidents to prevent them in the future, and minimise NPT.
Millennium Bank is another example of an organization that has leveraged situation management technology to achieve impressive operational savings.
Service Excellence
Russian rail operator Aeroexpress uses a situation management solution to monitor all aspects of its operations in real time, whether related to safety, security or passenger service, and involving any location (trains, rail platforms, terminals). The solution integrates a large number of complex and diverse systems and sensors (video surveillance, access control, fire detectors, telephony and radio) spread over many remote locations.
For instance, through integration with advanced crowd detection video analytics, the system alerts and instructs operators to take action when there’s excessive congestion at exit turnstiles or when long queues form at ticket counters. Aeroexpress has been able to shorten incident response times, double the effectiveness of its security operators, and reduce the number of customer complaints. It also uses the system to track the number, severity and types of incidents by location, and to watch how those stats are trending. Tracking these “pain-points” helps Aeroexpress identify root causes of problems and continuously learn and improve as it strives for excellence in all areas of its operations.
Improved Coordination
While analysing big data is critical, being able to share that information is equally important.
Coordinating operations and incident responses for an airport as busy as LAX would be a huge challenge, if not for LAX’s Airport Response Coordination Center (ARCC). A high-tech nerve centre, the ARCC streamlines crisis management and improves operational efficiency by providing a dedicated facility staffed by airport and federal agency personnel. Representatives from the TSA, Airport Police, the LAX Facilities Management Group (FMG), and Airport Operations, work side-by-side collecting, analyzing and sharing information, and coordinating the daily functions of the airport. ARCC personnel troubleshoot virtually any issue that could impact airport operations, from security breaches and fire alarms to flooded restrooms.
The ARCC’s situation management solution integrates various security, safety and operational systems to form a common operating picture for ARCC personnel, who can easily keep tabs on what’s happening, coordinate more effectively, and quickly respond when incidents occur.
The bottom line is: Big Data can be daunting, but if managed well with the right technology, it can improve efficiency and coordination, and even make customers happier. But to achieve that, IT organisations must be ready to embrace the right solutions and adapt to the requirements of the new, Big Data world.
About Karen Krivaa
Karen Krivaa, Director of Global Marketing, for the NICE Security Group has over 20 years of experience in the high-tech industry in Product Management and Marketing Management roles. Previous to her position in NICE, Karen led the Product Management team in RADVISION and was the Director of Marketing in Alvarion’s Enterprise Business. Karen holds an MBA and M.Sc. from the Hebrew University of Jerusalem.