Close collaboration with customers has been a hallmark of the physical security industry for decades. And yet, less ability to collaborate face-to-face to discuss customer needs has been a consequence of the COVID-19 pandemic.
“True innovation, which comes from close collaboration with customers, is more difficult to achieve remotely,” said Howard Johnson, President and COO, AMAG Technology, adding “Not being able to visit in person has not been helpful.
Kurt John, Chief Cyber Security Officer at Siemens USA, adds “We need to plan intentionally with a strategic approach for collaboration and innovation.”
Securing New Ground virtual conference
Security experts from three manufacturers reflected on the impact of COVID-19 on the physical security industry
Security experts from three manufacturers reflected on the impact of COVID-19 on the physical security industry at a ‘View from the Top’ session, during the Securing New Ground virtual conference, sponsored by the Security Industry Association. Their comments covered business practices during the pandemic and the outlook for technology innovation in response.
“We had to pivot quickly on business models and create a cross-portfolio team task force to discuss how we can leverage technologies to help customers [during the pandemic],” said John, adding “We are having outcome-based conversations with customers about their businesses and operations, and how we can combine short-term benefits with long-term growth and flexibility.”
But some of those conversations are happening from a distance.
Results-oriented approach in remote work environment
After the pandemic took hold, Siemens shifted rapidly to remote work and embraced other infrastructure changes. “We had to refocus and lead with empathy, flexibility and trust,” said John, adding “We gave our staff flexibility to set their hours and used a results-oriented approach.”
There is also a social element missing in the work-from-home model. “Virtual coffee machines do not replace being there in person,” said Pierre Racz, President and CEO, Genetec, adding “Small talk about the weather is important psychological elements.”
Positives in using multi-factor identity management
He predicts that, in the future, office hours may be reduced, but not floor space, with space needed for in-person collaboration and long-term social distancing. Employees will come to the office to do collaborative work, but can work from home to accomplish individual tasks that may be ‘deferred’ to after-hours, when the kids have been fed.
When the pandemic hit, Genetec had resumed 95% of their operations within 36 hours, thanks to their use of multi-factor identity management. They did not suffer from malware and phishing issues. “Multi-factor is really important so that well-engineered phishing campaigns are not successful,” said Pierre Racz.
Shift to ‘Zero Trust’ model
All three panelists noted a coming skills gap relating both cyber security and systems integration
Remote working technologies are shifting to a ‘zero trust’ model, in which access to systems is granted adaptively based on contextual awareness of authorised user patterns based on identity, time, and device posture.
For example, an office computer might have more leeway than a home computer and a computer at Starbucks would be even less trusted. The approach increases logical access security while providing users their choice of devices and apps.
Skills gap in cyber security and systems integration
A growing skills gap has continued throughout the pandemic. “Where we have vacancies, we have struggled to find candidates,” said Howard Johnson. All three panelists noted a coming skills gap relating both cyber security and systems integration. New technologies will clearly require new skills that may currently be rare in the workforce.
Cyber security will become even more important with growth in new technologies such as AI, machine learning, 5G and edge computing. A workforce development plan is needed to address the technologies and to enable companies to pivot to new business needs, said John.
Adoption of temperature sensing solutions
From a technology viewpoint, Johnson has seen attention shift to the reception area and portal, away from touch technologies and embracing temperature sensing as a new element. There have also been new requests for video and audio at the portal point, to create methods of access and egress that do not require security personnel to be present.
“Some customers are early adopters, and others are waiting for the market to mature before investing,” Howard Johnson said.
“Security companies have been faced with the need to respond rapidly to their customers’ needs during the pandemic, but without seeming like ‘ambulance chasers’,” said Pierre Racz. In the case of Genetec, the company offered new system capabilities, such as a 'contamination report', to existing customers for free.
Move to a hybrid and flexible work environment
In the new normal, the pendulum will swing back to the middle with more flexibility and a hybrid approach"
An immediate impact of the pandemic has been a reduction in required office space, as more employees have worked from home, raising questions about future demand for office space. “The pendulum tends to swing to the extremes,” said Kurt John, adding “In the new normal, the pendulum will swing back to the middle with more flexibility and a hybrid approach.”
“Users will be much more careful about letting people into their space, which requires more policies and procedures,” said Lorna Chandler, CEO, Security by Design, who participated in a panel at Securing New Ground about how the pandemic is changing commercial architecture and access control.
“Users should also be careful in the rush to secure premises from COVID-19 that they don’t violate HIPAA laws or create other potential liabilities,” adds Chandler.
Continuum of mechanical and electromechanical devices
Mark Duato, Executive Vice President, Aftermarket, ASSA ABLOY Opening Solutions, said a “Continuum of mechanical and electromechanical devices is needed to protect premises and ensure convenient operation of an access control operation.”
“First and foremost, the immediate reaction to the impact of COVID-19 is to rush to educate and invest in technologies to increase the ability to analyse people,” said Duato, who also participated in the access control panel.
Shift to touchless, frictionless access control
“The move to touchless, frictionless access control “is really a collaboration of people, process and technology,” said Valerie Currin, President and Managing Director, Boon Edam Inc., adding “And all three elements need to come together. Touchless and frictionless have been in our market for decades, and they’re only going to become heightened and grow. We’re seeing our business pivot to serve markets we have not served in the past."
More and more data is a feature of new systems, but is only helpful when it is analysed. “We all live in a world of data, or IoT and sensor technology,” said ASSA ABLOY’s Mark Duato, adding “But we don’t want to be crushed by data. Data is only helpful when you can reduce it to functional benefits that will help us innovate. We have to take the time to squeeze the value out of data.”