How is the role of the security installer/integrator changing?

The role of systems integrators in the physical security industry is undergoing significant changes due to rapid advancements in technology, and evolving customer needs. As software applications become increasingly easy to configure and use, customers are looking for a different kind of expertise from their integrators. End users are increasingly administering their own systems, whether they are in the cloud or on-premises, to ensure data sovereignty, privacy, and cyber resiliency. Systems integrators are also facing increased competition from IT consultants moving into physical security deployments. Hence the role of systems integrators is evolving from installers to trusted advisors and technology partners. This requires an intimate knowledge of their customers’ operations, workflows, and long-term growth plans as well as a deep understanding of the technology solutions they are selling. By reviewing opportunities to bridge the consumption gap for their customers, integrators become trusted partners and increase the likelihood of growing and renewing their system and service contracts. 

For security installers, the days of just focusing on and just installing CCTV are over. This is because surveillance cameras, in the traditional sense, are becoming more of an IT process or responsibility versus a security specialty. More and more IT departments are taking over the responsibility of surveillance camera installation and maintenance. It’s because of this growing trend that it has become more important for installers to focus on projects that involve integrated solutions, where they can leverage their expertise to bring multiple systems together to talk to one another. This is where the future is heading for the security installer.

Over the last 10 years, the role of security installers and integrators has undergone significant transformation due to advancements in security technologies. As a result, typical services now extend beyond installation to include system deeper integrations, customisation options, consultation, and training. They also play a crucial role in the design process, working with clients to design complex security solutions that address specific needs while ensuring network security and scalability. The evolving role of security installers and integrators reflects the increasing complexity and interconnectedness of modern security systems. Their expertise in diverse security technologies and ability to navigate complex integrations are critical in providing effective, tailored security solutions for clients in a rapidly changing security landscape. 

The role of security integrators has transformed significantly from repetitive use of solutions for physical security concerns to address complex business challenges through data-driven solutions and integrated systems. They now deliver a multitude of emerging technologies requiring expertise not just in security, but the safety, compliance, efficiency, and optimisation needs of their client. This expanded scope connects integrators to core business operations, raising expectations for their effectiveness and value delivery. With the industry embracing new technologies such as AI-based analytics and cloud solutions, integrators must stay updated and possess deep knowledge in deploying these technologies effectively. In addition to keeping pace with ever-changing technologies, the heightened emphasis on cybersecurity necessitates that security integrators lead the way in deploying or maintaining secure networks and implementing robust cybersecurity controls. Protecting networked security systems against cyber threats and vulnerabilities has become an integral part of their responsibilities.

The role of the systems integrator is not changing but the skill sets and competencies needed to fulfill this role are changing dramatically. As the industry continues to adopt solutions that incorporate analytics, AI, and cloud, integrators are tasked with rolling out solutions in these domains, which require knowledge about IT systems and cloud architecture, in addition to their core security expertise.

It is easy to misunderstand the installer and integrator roles as an end user. Because they both provide the customer with the appropriate security services. Most security manufacturers have established their own security systems, but a single security system cannot meet market demand. Thus, the major industry players are promoting the standardisation of security products (ONVIF, OSDP, etc.). Thus, a large number of integrated security platform was born. Because of the need to acquire more projects, it is usual for systems installers to declare themselves in front of customers to be capable of delivering more than just equipment and installation services. They would use an integrated security platform to provide customers with relatively complete security services. Security system integrators, on the other hand, focus on creating complete integrated security systems. They provide customised solutions to meet the needs of each end user. Security system integrators have plenty of industry experience and often select the latest security technologies and products to ensure optimal performance and a suitable solution for their customers. The roles of the security system integrator and installer have not changed. As technology and the industry advance, installers leverage integrated security platforms to provide customers with a variety of services. While the system integrators promote standardisation in the industry. 

The complexities of network-based devices have dramatically changed the role of integrators today. Not only must they be network-savvy, but they also must keep up with rapidly changing protocols and best practices to maintain the cybersecurity of their customers. There is rarely a case where an installer can simply “set it and forget it” with modern network equipment. As technology evolves, patches and updates need to be applied, and multiple networked systems must continue to work together seamlessly. The Internet of Things has introduced more products to the network, from intrusion and access control to speakers, mics, and a wealth of custom sensors. Integrators have become consultants who manage increasingly complex installations with multiple moving parts and suppliers. Customers expect the integrator to know how everything works, when they may not have access or IT authority. Adding cloud-based workflows further blurs the lines about who is responsible for what.

With the advent of network cameras and IoT, security integrators can no longer simply mount cameras and sensors, run wires, and connect to an alarm panel and a video recorder. Today’s security needs are multi-faceted and require a great deal of knowledge about network infrastructure and the applications that rely on it. From POS systems and VoIP to WiFi, security systems, and more, ample network connectivity and reliability are paramount for the success of every business. The requirements of multi-location enterprises add further demands to any solution and directly impact an organisation's ability to scale. The risk for customers is having too many disparate providers involved, directing to vendor sprawl and operational complexity. Today’s top-tier integrators are able to deliver turnkey solutions that unify an entire range of network services while providing business intelligence to optimise operations and increase revenue. 

The role of security integrators is evolving in response to the rise of digitally driven solutions. While some may view this evolution negatively, perceiving a decrease in hardware needs, there are new opportunities emerging. With the advent of cloud-based services, remote monitoring, and software-as-a-service (SaaS) offerings, security integrators now can provide ongoing services that generate recurring revenue. To this point, security integrators are taking on a more proactive role in system maintenance and support. Rather than simply installing systems and moving on, they are increasingly involved in ongoing system monitoring, troubleshooting, etc. Integrators shouldn’t count out physical security solutions yet though. Organisations are also looking for seamless integration between various hardware components, such as video surveillance, access control, and more. Security integrators are responsible for ensuring compatibility, interoperability, and smooth operation between these different systems for customers that demand a unified and comprehensive security ecosystem.

Beyond advising, coordinating, and installing the security system, the role of the security installer and integrator is changing towards a service model. After the last wire is plugged in, customers want to get the most out of their system. This includes software to extract information from the system via analytics. It also includes ensuring that the system works as expected and is providing the functionality, and evidence, that they expect to have from this investment. Installing software that allows the integrator to keep an eye on the system, such as whether every part is functioning as intended, can be a very valuable tool to provide service to customers by creating service calls and hardware replacement opportunities.