Experts: Operational simplicity can help address labor shortage challenges

NEW YORK—Labor shortages remain a major concern for security integrators, but panelists in an upcoming ISC East session say complexity may be making the problem worse. They argue that fragmented systems and inefficient workflows consume valuable technician time, increase costs and limit workforce productivity. 

During “The Labor Cost of Complexity: Why Fragmented Security Systems Are Making Workforce Shortages Worse,” a panel moderated by Nikki Williams, director of marketing, ICT, panelists will explore how disconnected technologies, multi-vendor environments and inefficient workflows can negatively impact both integrators and end users. 

A changing workforce challenge 

According to Jason Ruggiero, executive vice president of Imperial Surveillance, today's labor shortage is not simply a matter of finding people willing to work. 

“A lot of the candidates that we get in for the hiring process don't have the skills that they say they do,” Ruggiero said.  

As security systems become increasingly sophisticated, he noted, integrators are spending more time training employees on programming, system integration and advanced technologies. 

The cost of complexity 

For Brandon Reed, CEO of Underdog Fire and Security, one of the industry's biggest challenges stems from trying to support too many technologies and product lines. 

“It’s impossible to have every technician trained on 20 different products,” Reed said. “When it comes to installing six different intercoms and 20 different forms of access control, it's just not possible.” 

Reed said standardization reduces training demands, improves efficiency and helps technicians become more proficient with the systems they install and service. 

Eugene Klimaszewski, president of Mammoth Security, said customers often inherit unnecessary complexity after implementing multiple systems from different providers. 

“We come in and find two separate systems from two different partners,” Klimaszewski said. “Neither of these systems are the correct solution.” 

Williams said complexity carries measurable business costs throughout the customer lifecycle. 

“Every additional platform and interface means more training, more integration points and more troubleshooting,” she said. “The more complex things are, the slower things go and the more they cost.” 

Improving efficiency without adding headcount 

Panelists said companies can take steps to improve efficiency without undertaking a complete technology overhaul. 

One approach is expanding remote support capabilities. 

“We've put one of our more experienced guys in the office instead of the field,” Klimaszewski said. “He's able to multiply the efforts of 15 guys in the field versus him being the only guy getting phone calls.” 

Panelists also emphasized the importance of internal processes, standardized workflows and stronger collaboration between integrators, customers and technology partners. 

“I think putting processes in place and doing your best to continue to organize things is all you can do,” Reed said. 

Ruggiero added that organizations need alignment across departments when evaluating technology decisions and operational priorities. 

“If you have departments kind of doing their own thing, it's harder to get there the right way,” he said. 

Building long-term value 

Panelists said organizations that focus on simplifying operations can gain a competitive advantage. 

“I want people to understand that there is value in standardization,” Reed said. “It's value for your company, and it's value for your customers.” 

Klimaszewski said finding the right integration partner is equally important. 

“You need to trust your integrator,” he said. “You need to figure out that trust before you spend the dollar with them.” 

Williams said attendees can expect practical insights and solutions from industry professionals in the field. 

The session will take place Wednesday, Nov. 4, at 9:30 a.m. in Room 1A06 at the Jacob Javits Center.