Customer care for CCTV systems

When it comes to the effectiveness of any CCTV surveillance system, however good the technology, the reality is that it is only as strong as its weakest link.  With this in mind, it is imperative that end users are encouraged by installers to give sufficient care and attention to the long term operation and maintenance of their CCTV solution.  Without such steps being taken it is all too easy for an incident to happen which goes undetected, because of camera misalignment or hard drive failure, leading to vital evidence being lost and the knock-on implications for business disruption.

Fortunately, the need for guidance has been recognized by the BSIA and we have just published a new 'CCTV Systems Handbook and Logbook for Installed Surveillance Systems'.  We believe that this can greatly assist installers to give their customers effective after sales support, acting as an invaluable reference tool and, crucially, containing a log book so a comprehensive maintenance record can be kept which can then be referred to at any time.

Key areas covered in the publication include: an overview of system management responsibilities including the nominated person's duties, maintenance and servicing requirements, and the customer's legal obligations; CCTV system service record - where details of maintenance checks and any corrective repairs can be recorded; temporary disconnection record; details of relevant standards and legislation; the installation company's details and a list of key holders.

To conclude, with any capital investment its value to an organization will typically diminish if steps are not taken to look after it properly.  This is just as true for a CCTV surveillance system as it is for a delivery vehicle, but I would argue that the stakes are much higher for the former as a failure in security can have implications which cut right across all aspects of a business.

The CCTV Systems Handbook and Logbook is available for purchase for members and non-members by contacting the BSIA on 0845 389 3889 or via email info@bsia.co.uk.  The BSIA also publishes an Intruder Alarm Users' Handbook, which is also available for purchase.

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