HONOLULU, Hawaii — When it comes to partnerships and dedicated security services, Everon has it down to a “T” — or, in this case, an “N.”
Armed with its range of security, fire, and life safety offerings, and backed by the state-of-the-art national 24/7/365 monitoring infrastructure, the integrator identified different technologies as a creative solution that would not only respond to Hawaiian Financial Federal Credit Union’s (HIFICU) specific needs and address the pain points but would do so in a way that would optimize operations without resulting in costly infrastructure.
HIFICU is the fourth-largest credit union in Hawaii, operating 11 locations, with more than $910 million in assets and 52,000-plus members. With an eye to continued expansion and maintaining its reputation as one of the most trusted credit unions in the area, HIFICU prioritized its security operations as an element of the premier service it provides to customers.
With this in mind, HIFICU approached Everon to ensure that security, fire and life safety needs were met with consistent, quality service and the vertical-specific expertise required of the market.
As part of the initial assessment, Everon held strategy and planning meetings with HIFICU where it established trust with the HIFICU team.
This easy partnership became critical in uncovering the fact that HIFICU was encountering issues with their current security system and was interested in learning about other service offerings by Everon. From here, the conversation transformed into a full-service design engineering project.
In addition to updating the existing systems to extend the longevity of viable systems, Everon introduced HIFICU to new technologies and services that not only more comprehensively and reliably protect their facilities but help them to establish operational efficiencies while supporting their existing infrastructure.
Let us take a closer look at this project installation and see why it was crowned Integrated Installation of the Year in the 29th Annual SAMMY Awards.
Photo courtesy of Everon
Inside the HIFICU Installation
According to Rick Osborne, general manager, Hawaii, at Everon, the integrator first surveyed HIFICU’s branches to confirm an accurate inventory of all ATMs, teller cash recyclers (TCRs), cameras, card readers and intrusion detection devices across locations.
The survey process revealed that HIFICU had disparate, old and often obsolete equipment, ranging from cameras to access control panels and devices to its intrusion detection system.
“While we got introduced [to HIFICU] through the TCR distributors, we looked at it as an opportunity to extend our level of service and do more business with them,” Osborne remarks. “Once we got the survey in place, the project snowballed from there.”
In his opinion, the hallmark of the project was being able to offer the services within the budget of HIFICU.
“We were able to take the project and essentially break it down to a palatable, chewable price,” says Osborne.
The installation process itself involved a comprehensive, integrated security system that encompasses the HIFICU main office building, 11 branch locations, multi-story parking structure and surrounding common grounds.
Here, Everon focused on several main aspects including access control, intrusion, managed services and video analytics.
“We wanted a system that not only tracks the access management side but also the building perimeter through CCTV cameras to bolster the security of the main branch,” says Derek Kato, HIFICU’s vice president of information technology.
From his perspective, it was imperative to ensure that “any illegal activities around or in the property be properly maintained through the monitors offline.”
Installation Breakdown
For centralized access control, Everon selected Avigilon as the best option for HIFICU’s needs as each location had a minimal number of doors to monitor. Moreover, to ensure synergy with the new control access system, Everon updated the existing cameras with newer versions of Avigilon cameras and then replaced other camera models at the remaining locations.
“Everon provided us a whole package of services instead of having to rely on several different vendors,” Kato enthuses. “The access control system is extremely comprehensive and cost-effective and helps address issues from an internal control and regulatory oversight standpoint.”
Turning to the intrusion detection platform, the platform used by HIFICU was DMP that utilized a number of older hardwired devices and various outdated service standard issues. To mitigate this, Everon recommended that HIFICU achieve uniformity and plan for future flexibility by replacing all the systems with new DMP panels, keypads and all new wireless devices.
In Osborne’s opinion, the HIFICU team’s ability to accept all the changes in stride led to a successful installation.
“The team took all our suggestions into consideration and were super keen to implement the technology,” he says.
The integrator also presented Meraki-based managed services through its Network Operations Center (NOC). By establishing dedicated, security-only networks, Everon can monitor HIFICU’s cameras’ health, set up IP addresses, provide internet and manage it all for their organization.
Emphasizing these managed services offerings, Kato adds, “Basically, Everon’s service exists on a separate network which removes the attack vector from the really valuable information that we have on our network.”
Photo courtesy of Everon
Video Analytics and Talk-Down Feature
Going back to the concern around illegal activities and rising number of loiterers after-hours at locations, Osborne reveals that Everon worked on a video talk-down feature.
“This was a major concern for HIFICU, and I remember HIFICU driving this from a security perspective,” he says.
Osborne explains that if a person is detected via these analytics, then the Everon central station is notified, and an operator comes online through talk-down speakers.
“They can directly communicate with the person at the location in which they are trespassing,” he says.
If the trespassers do not leave, the operators can then call the authorities, and warn the trespasser again to leave the premises.
“It’s proven to be a real success,” Osborne enthuses. “I do see this becoming a bigger trend than cloud-based security in certain applications.”
HIFICU is on the same page as regards the accomplishment of this new added feature.
“When it comes to security, our team is always thinking on how we can leverage these new technologies,” he says. “Implementing the talk-down feature has been a huge help to our branches and it has been an overall positive experience with the video verification and talk-down analytics.”
Overcoming Challenges at HIFICU
According to both interviewees, the hardest challenge was overcoming the service response time and availability of technicians on the island.
As Kato puts it, “We understand and recognize that finding people is hard. So, we had concerns about how [Everon] could support us as we were on an island.”
To resolve this, Osborne says, the integrator set up a priority call system.
“We wanted to ensure that communication with the customer was our top priority,” he underscores. “For example, Priority 1 is same day; Priority 2 is the next day or two; and Priority 3 is the next three to five days.”
By setting up this system, it allowed Everon to deliver the level of communication and service as per the customers’ expectations and needs.
“Rick and his team have been very responsive and understanding, and it’s [reinforced] a positive relationship with everyone here,” Kato remarks.
Another challenge faced during installation was managing the ISP circuit provider in the different branches.
“The majority of our branches are in different retail supermarket stores,” Kato begins. “And so, from a planning standpoint, it became a challenge to put in the circuits where they needed to be.”
Osborne agrees, noting that it appeared to be the leading delay factor. Nevertheless, when working with infrastructure suppliers, Everon utilized the experience of the dedicated Telcom Provisioning department at its Network Operations Center.
Having an extensive understanding of the ins and outs of cable and fiber installation allowed the engineers to represent the customer, defend their business needs, timelines, and budget when there were installation issues or delays.
“With our telecom provision team, we could broker the ISP circuit and facilitate better installation,” Osborne adds.
When the modem was confirmed as installed and all circuits were in place, Everon moved forward with setting up the dedicated security-only network.
Final Thoughts
What began simply as an engagement to install several new TCR systems for HIFICU’s locations has transformed into a much more in-depth partnership, where Everon designed and installed a full, comprehensive, integrated security system for the credit union.
“Honestly,” Osborne notes, “It was a very transparent, mutually receptive relationship that we could build here.”
On a similar note, Kato remarks, “It started off as a business transaction but what I truly appreciate is the transparency and how [Everon] absorbed our concerns and responded accordingly. What I appreciate about Rick and his team is that they want to do the right thing.”
Indeed, the growing relationship showcases Everon’s commitment to service and an ability to evolve and respond creatively to the needs of their customers.
Both look forward to further expansion in the other credit union branches. Kato especially notes how exploring rising technologies will help better the current systems.
“As technology gets smarter with the advent of artificial intelligence in systems, so will the security business,” he enthuses. Osborne agrees that the road ahead poses exciting opportunities on how both organizations can grow and adapt as partners.
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