New Zealand Security Magazine - April-May 2022

April/May 2022

New Zealand Security Magazine

FATIGUE and CRASHES. CRISES and FRAUD. INFLATION and THEFT. TOURISM and CRIME. David Withers:

Trish McConnell: Scott La Franchie:

How to burn money in projects and get poor outcomes

Private Security Personnel Licensing Authority update

The peculiar relationship between inflation and theft

www.defsec.net.nz

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CONTENTS ISSN Print 1175-2149 • ISSN Online 2537-8937

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From The Editor........................................................................................................................................................................ 6 Onboard video systems can increase vehicle and road safety......................................................................................... 8 How to burn money in projects and get poor outcomes................................................................................................ 10 Panasonic i-PRO rebrands in Australia and New Zealand, heralding a new era.......................................................... 12 7th annual ISANZ information security awards announced........................................................................................... 14 Access Management: Simplicity Through Technology...................................................................................................... 16 Top 5 Ways To Show Fire Protection Customers Your Value.......................................................................................... 18 SWL New Zealand’s leading distributor of Provision-IS R CCTV solutions.................................................................. 20 Q&A: What’s in store for electronic monitoring?.............................................................................................................. 22 Crises and Fraud: Scammers exploit disasters and emergencies................................................................................... 24 A Higher Price: the peculiar relationship between inflation and theft.......................................................................... 26 Tourism Security: Protecting visitors, protecting ‘Brand New Zealand’........................................................................ 28 NZSA CEO’s March Report................................................................................................................................................... 32 Robotics and their place in security—are they inevitable?.............................................................................................. 34 Values based contracts in a world of Zero Trust............................................................................................................... 38 Trish McConnell: Private Security Personnel Licensing Authority Update................................................................... 42

Industry Associations

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April/May 2022

eCLIQ - Rethink the Key Schools, museums, leisure centres, and commercial buildings all have the challenge of maintaining multiple security touchpoints. Now, with eCLIQ access management is so much easier. eCLIQ is uncomplicated and reliable, without compromising on security.

Each key is individually programmable, offering; password protection, authentication and audit trails – all with the peace of mind, that access rights can easily be revoked.

With its extensive range of different cylinder types, the eCLIQ system is designed for every kind of use, from the company entrance gate, to securing the alarm systems, lift doors and cabinets.

Cylinders are easy and quick to install, no cabling is needed.

New, future-proof CLIQ ® chip generation with AES encryption and rapid processing speed with efficient energy management.

More durable, more secure and more efficient than conventional locking systems

www.assaabloy.com/nz

FROM THE EDITOR Kia ora and welcome to the April-May 2022 issue of New Zealand Security Magazine! In this issue we focus on transport, tourism, access management, and IT security threats, as well as all the latest solutions and industry news.

Firstly, a big thanks to this issue’s wonderful sponsors and leading manufacturers and distributors Loktronic, Hikvision, Panasonic, ICT, ASSA ABLOY, Vivotek (Clear Digital), Provision-ISR (SWL) and simPRO. Our sponsors play an important role by contributing to a vibrant and informed security sector through their support of the magazine.

We’d also like to recognise our association and event partners, the New Zealand Security Association, the New Zealand Institute of Private Investigators, ASIS International, Risk NZ, New Zealand Security Sector Network, INDO PACIFIC 2022 and Massey University’s Centre for Defence and Security Studies.

Inside this issue, with Aotearoa’s Covid borders opening up after an over two-year closure, we look at the challenges facing the tourism sector as it prepares to welcome international visitors once again. Amid a cost of living crisis, Scott La Franchie delves into the relationship between inflation and theft.

Drawing from extensive project management experience, David Withers APP lists the myriad reasons why projects fail – or under-deliver – and burn money and people in the process.

In a recent NZSA and ASIS NZ Chapter webinar, PSPLA Chair Trish McConnell talked security licensing, COVID, omicron, and how the Private Security Personnel Licensing Authority (PSPLA) has been responding to the challenges of now - and looking to the challenges of the future. Inside, we feature the first half of her extensive presentation.

We also hear from IFSEC #1 Global Influencer in Security Jennie Vickers on Auckland Council’s ground-breaking new values-based contract template, and David Tombs discusses what’s in store for electronic monitoring.

Writing for ASIS International’s Security Technology magazine, Jeffrey A. Slotnick, CPP, PSP looks at the perpetually fascinating question of robotics and their place in security, and a Flinders University study looks at the activities of scammers during crises and disasters.

All this, plus the latest industry and product news in this issue of NZSM! Stay safe and stay well.

NZSM New Zealand Security Magazine

Nick Dynon Chief Editor Nick has written for NZSM since 2013.

He writes on all things security, but is particularly fascinated with the fault lines between security and privacy, and between individual, enterprise and national security.

Prior to NZSM he clocked up over 20 years experience in various border security and military roles.

Nicholas Dynon, Auckland

DEFSEC

New Zealand’s National Defence, Fire and Security Publishers of: Line of Defence, FireNZ, New Zealand Security Magazine

Contact Details: Chief Editor, Nick Dynon Phone: + 64 (0) 223 663 691 Email: nick@defsec.net.nz Publisher, Craig Flint Phone: + 64 (0)274 597 621 Email: craig@defsec.net.nz Postal and delivery address: 27 West Crescent, Te Puru 3575, Thames, RD5, New Zealand

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Upcoming Issue June / July 22: Wholesalers and Manufacturers, Perimeter Protection, Alarms, CCTV

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Disclaimer: The information contained in this publication is given in good faith and has been derived from sources believed to be reliable and accurate. However, neither the publishers nor any person involved in the preparation of this publication accept any form of liability whatsoever for its contents including advertisements, editorials, opinions, advice or information or for any consequences from its use.

Copyright: No article or part thereof may be reproduced without prior consent of the publisher.

April/May 2022

GPS tracking

Archiving

Hikvision Oceania www.hikvision.com/au-en/ Hotline +61 1300 976 305 salesau@hikvision.com

Onboard video systems can increase vehicle and road safety Every year, a large number of traffic incidents and crashes occur worldwide. According to the World Health Organisation (WHO), approximately 1.3 million people die each year as a result of road traffic crashes. There are many factors leading to this: road infrastructure, road users, vehicle speeds, and vehicle safety.

Another of these is fatigue and drowsiness at the wheel, which could result in a dangerous situation that jeopardises the safety of driver, passengers, and even pedestrians.

According to The Euro Weekly News, the fatigue detection system and other driver assistance system will be mandatory in new cars in 2022, as it says the vast majority of road accidents are caused by human error. So much so, it is critical that actions to improve vehicle safety are taken to promote safe transport for all road users.

How a video-based onboard security system can help As a leading IoT solution provider with video as its core competency, Hikvision designed and developed its Mobile Onboard Video System to boost vehicle security in comprehensive ways. These range from reliable footage recording and route deviation or speeding alarms, to emergency alarms and abnormal driving behavior analysis.

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The system offers 360° video coverage both inside and outside a vehicle, providing real-time situational awareness for safe driving. Video footage is reliably transmitted and stored, which can be used as forensic evidence in the event of a traffic accident. It also generates insights such as passenger flow in a public bus, for example, so that passenger distribution can be optimised to improve their comfort.

Protecting a range of road vehicles Hikvision’s Onboard Video Security System ensures that typical types of vehicle are well protected, including public buses, school buses, trucks, taxis, and ride-hailing cars.

Public buses Buses play an important role in urban transportation. For many people, they provide an indispensable method for their daily commute. Accordingly, the operational efficiency of the bus fleet, its services, and public safety demonstrate new challenges for public transport authorities.

Hikvision understands those challenges, and has developed its Bus Solution with two important features. Firstly, passenger flow counting, based on video analytics, allows bus drivers to know the actual number of passengers inside in real time. This is helpful when certain compliance requirements such as social distancing is introduced. If passenger flow exceeds a pre-defined number, an alert can be

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sent to the operation center for better bus fleet scheduling.

This help them to improve service quality and passenger satisfaction.

Another feature is abnormal driving behavior detection, which can pick up driver fatigue, as well as smoking in the bus. If these incidents are detected, an alert is sent to the monitoring center in real time, allowing operators to communicate with drivers immediately via two-way audio.

School buses School buses can carry 40 or more students to and from school.

As such, operators want to take extra care of this precious cargo. Is the school bus on its usual route? Did a student board the bus on time and get off at the right stop? For school administrators and parents, these matters can be critical.

Hikvision’s School Bus Solution offers innovative onboard attendance capabilities. When students get on the bus, they can swipe their ID card on a terminal and the record is uploaded to the system’s central platform right away. At the same time, a notification can be pushed to parents’ mobile phones, informing them that their child is safely on the bus.

It’s also important to protect students when they get off the school bus and cross the road. The solution includes a ‘stop for school bus’ sign with an audible and visual flash warning. This works to notify passing vehicles to stop until students safely cross a street.

Trucks Trucks transport a wide range of goods and materials, ranging from our daily necessities to luxury products.

Therefore, it is important for logistics companies to know the real-time status of their truck fleet, whether they transit goods on time, and arrive at the destinations safely, etc.

Hikvision’s Truck Solution collects audio and video data with cameras installed inside and outside the truck. It sends GPS and alarm data through onboard video recorders and 3G/4G wireless networks, to realize remote truck monitoring and management.

Due to their size, trucks have large blind spots on both sides. Vehicles located in these blind spots are difficult to see and can easily go unnoticed by the driver. Hikvision’s Truck Solution offers camera views that cover these blind spots, so April/May2022

truck drivers know about vehicles entering into these areas.

This helps them to drive safely and promotes road safety.

Hikvision’s solution further provides different kinds of sensors for bespoke needs on a truck. For example, if a truck transports valuable goods that are not allowed to be checked during the journey, a door sensor can be added to record if anyone opens it before arrival. In some cases, if a truck transports cold food, the temperature inside must be maintained at a stable level to ensure freshness. Accordingly, customers can include a temperature sensor in the system to monitor the temperature change.

Taxis and ride-hailing cars As mobility improves in urban life, many people use mobile apps to get a ride, either with a taxi or a ride-hailing car. It’s convenient and fast. On the other hand, it’s also important to maintain rider safety from the start of the journey until they reach their destination.

In busy periods, for example rush hours and holiday seasons, taxi and ride-hailing drivers struggle to take a break and they usually work long hours. In this situation, it’s very easy to get tired which could also cause health issues.

Hikvision’s solution for taxis and ride-hailing cars includes abnormal driving behavior analysis, such as driving while drowsy. In that case, drivers can be reminded to pull over and take a rest.

Hikvision’s solution also provides a trunk camera that records footage if a passenger’s luggage or handbag was left behind after departure, or stolen by others.

From abnormal driving behavior analysis, and ‘stop for the school bus’ warning, to the crucial ‘blind spots’ monitoring, onboard security has showed how necessary it is to improve vehicle security in all aspects, so as to reduce road crashes effectively and keep all road users safe. Hikvision Onboard Video Security System helps business customers maximize their security with added value that furthers vehicle operation to a new level.

Find out more For more information about how onboard video security systems offer all-around protection for mobile needs, please visit www.hikvision.com/au-en/ or email salesau@hikvision. com today!

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How to burn money in projects and get poor outcomes According to David Withers APP, there are plenty of reasons why projects fail, and these failures can result in objectives not being met and stressful work environments that result in staff churn.

It does not matter if the project is a civil project, CCTV and security, or software, projects often fail – or under-deliver – for organisations.

As a general consultant, I get to work on a wide array of projects and observe what works and what does not.

From what I’ve seen, there is often a cluster of undesirable situations that cause these failures. Let’s look at some of them.

David Withers APP is a Security Consultant with experience in large CCTV installations. He has also worked for over 20 years in Quality Assurance

Too many chiefs, not a lot of progress Poorly focused projects with too many chiefs are often out of control.

They are busy projects that consume resources for very little benefit. The actual delivery teams are overwhelmed by divergent and frequently changing requirements.

All this does is creates stress, friction, confusion, and delays in the project. In some cases, it results in you losing key valuable team members due to stress and frustration at the exact moment you need them.

Forgetting about use cases A grand project vision a great way to get investment in a project. This needs to be converted into a realistic deliverable. Solid use cases based on value to the organisation help guide the delivery team in choosing the right technology solutions and treatments.

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Use cases help project teams focus on delivering a solution that delivers what the organisation needs and gives the most value to. This enables the selection of the correct technology solutions, security treatments and infrastructure that deliver what is required.

Often, no amount of adjusting or tweaking can fix an incorrect choice to get the desired results. These can add unnecessary costs and friction to your business. An example could be an IT team delivering off-the-shelf Microsoft products for reporting to save budget rather than an enterprise reporting solution. In the security space, this could involve the installation of incorrect technology that cannot perform the required tasks.

This applies to all projects. Good use cases help us focus on the valueadd propositions, focusing resources to deliver better and faster solutions, and often freeing resources quicker for other projects Playing it safe: using trusted go-to people Using familiar suppliers rather than going to market to get the right solution can end up delivering the wrong solution. It’s all too easy to rely on old trusted networks and suppliers to solve our organisational needs. Whilst this can assist in quick solutions due to low friction, is it necessarily the right solution? Do your suppliers have the most relevant solutions for your needs?

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resources to get a working solution that will work for the business for short to medium term.

Shooting for the stars and burning out These projects frequently have grandiose names like ‘Project Mars’ and aim to solve all the organisation’s needs in one go. This approach often results in project failures, with organisations ending up with nothing to show from significant investments.

Normally, such projects aim at doing too much and they run out of money before delivering anything of value. As with the ‘thinking too small’ problem, you often end up having to invest in additional projects to get the results you actually need.

If your organisation has a new requirement, it’s better to fill it via the open market. Worldwide markets and technology solutions are moving faster and faster, with organisations needing to change to survive. Existing suppliers may not have the best solutions for our current needs.

Are you following your own vision or your competitors’?

Are you following your competition or following your own destiny? Is your project delivering something in order to chase your competition? If so, you really need to question whether it is adding value to your business and is aligned with your business plans.

It is all too easy to chase your competition and not gain best value from the investment and project resources. These projects often divert resources from projects that could be used to differentiate your organisation from the rest. It is important to invest resources in projects that drive the business towards its aims and vision.

I just want that toy; make it so My personal favourite: the senior executive who’s just been to a conference and saw this awesome technology and must have it. They will not let the fact that it’s expensive, April/May2022

has no strategic benefits, and is not compatible with existing systems get in the way of implementing it.

These projects can consume vast project and operational resources and are often maintenance-heavy once operational. They can be a big distraction and take resources from more important projects.

Putting a square peg in round hole Some systems are not compatible.

A classic example is Apple versus Microsoft: they do the same thing, but software cannot be shared between them. Implementing software or solutions that are not compatible with the technology stack in your organisation is an endeavour that’s doomed to fail. You are better off finding an alternative that is compatible.

Thinking too small and doing it twice We often see companies choose to invest too much in small proofs of concept and try to operationalise them, only realise they are not fit for purpose.

They then must do a second project to do it right.

POCs have their place, but if you are planning on keeping a system, it is important you invest sufficient

Running before you can walk Being realistic about the size of you organisation and technical ability is important. Smaller organisations with a basic technology stack sometimes attempt to install advanced solutions despite lacking the technical resources to install and maintain them. This results in project failure and little to show from the investment.

In summary The situations above don’t seem too serious in in themselves. But, sadly, we often see these come in clusters – for example, an organisation embarking on a project with ‘too many chiefs’ and ‘overly grand plans’.

An important consideration in relation to these situations is how they affect your people. The organisations I observed in these situations had very high employee churn rates. One client lost 90 percent of its IT department due to much business interference causing stress on the team.

Even if you don’t lose people, team members in projects with the above problems are often not happy and highly stressed. It creates an adverse working environment for everyone, which is not productive.

No organisation has unlimited resources. Having right-sized projects that deliver against actual business needs can go some way to avoiding the occurrence of the above situations.

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Panasonic i-PRO rebrands in Australia and New Zealand, heralding a new era i-PRO APAC Oceania has today announced a separation from Panasonic i-PRO in the Oceania region, and will continue to trade as an independent entity under the i-PRO brand. Building on 60 years of experience and a reputation for high quality, the company will now move forward with a more agile, start-up mentality and bring a wider, more diverse range of products to the Oceania market.

As a new independent entity, i-PRO will accelerate the development of high technology cameras with advanced capabilities built on a platform powered by Artificial Intelligence (AI) on the edge.

Marius Van Der Merwe will step into the role of Director for the Oceania region, building on his experience as National Security Solutions Manager for Panasonic i-PRO. The move will also see more investment in the Oceania regions with increased reserve in all states.

New Zealand operations will still be conducted by Panasonic New Zealand, providing continuity for existing customers and resellers with business to remain as usual.

Van Der Merwe states: “This is an exciting time for i-PRO in our region.

It is essentially a fresh start, and an opportunity to look objectively at the business and create a more effective model. The goal is to provide highlevel, reliable cameras for a wide array of scenarios at a competitive price and deliver them to the market quickly and effectively.”

The new i-PRO APAC Oceania operation will also put more resources in place to better service customers, with pre-and-post sales engineers being added across all territories. The new entity will also look to increase the number of key integrator partners operating and expand its presence in the channel.

“We acknowledge that the previous business model was sometimes cumbersome , and as such we are putting 12

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WV-S8574L (4 lens 4K AI Multi sensor camera)

pieces in place that allow us to answer questions and deliver solutions in a timely manner, with local support. The planned opening of our own experience centre will add a lot of resources to our operations also. Customers will get the best of both worlds - the strength and reliability of our high-end cameras, now coupled with an agile local team that is responsive and flexible,” said Van Der Merwe.

“As part of this new era, we will be able to bring cameras to market faster and continue to shorten our lead time with the introduction of our Quick Delivery Service (QDS) system. Our development and supply chains are being simplified, and this will have a direct benefit to the Oceania market as we react to demand for new solutions,” concludes Van Der Merwe.

WV-S1536LN (1080P AI Bullet Camera)

Paul Grey, Senior Product Sales Manager for Security at Panasonic NZ, said of the rebrand: “Panasonic NZ Ltd is very excited to be announced as the New Zealand distributor for the i-PRO Brand. We believe that our in-house capabilities in CCTV, software development and network technologies complement the very exciting roadmap of products that I-PRO is producing. i-PRO will allow Panasonic NZ to provide a wider range of solutions to our customers leveraging best of breed technologies while maintaining the reliability that the Panasonic Security products were renowned for.”

The i-PRO brand will have a strong focus on Artificial Intelligence (AI), with aims to lead that sector of the camera market in Oceania by making AI the new standard. i-PRO has plans to triple the number of camera releases in the current range over the next 6-12 months.

“The AI products that i-PRO are producing alongside our software development team will allow us to create new solutions for customers solving problems that previous generations of cameras have not been able to address. Although surveillance will continue to be our priority it is already clear that business intelligence, health and safety, manufacturing and other vertical markets can benefit from this new wave of technology.

Panasonic NZ is committed to leading the AI transformation with the i-PRO product,” adds Grey.

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The Power of Truth

Panasonic New Zealand Limited 18 Sir Woolf Fisher Drive, Highbrook, East Tamaki, Auckland 2013 Phone: 09 2720100 | Fax: 09 272 0136 | Email: business.products@nz.panasonic.com Web: panasonic.co.nz

7th Annual iSANZ Winners Announced The COVID-delayed 2021 iSANZ Awards were held online on 17 March with awards handed out in six categories, plus a Hall of Fame Award recognising an outstanding contribution to the information security industry.

The annual iSANZ awards acknowledge those who are contributing to information security – helping keep New Zealand’s digital networks safe from malicious computer activity.

iSANZ Board Chair Kendra Ross said the awards are an important opportunity to inspire, promote and reflect on the hard work that goes on behind the scenes in our world-class information security industry.

“As the digital world spreads its roots ever deeper, the risk and impact of cyberattacks increases. This only reinforces the importance of our talented and hardworking community of cybersecurity professionals who protect our connectivity as we enjoy our daily lives,” she said.

“We’ve again been highly impressed by the accomplishments of all our iSANZ entrants, finalists and winners - especially during the past two years with the coronavirus pandemic creating new challenges for cyber security businesses as they’ve helped New Zealanders adapt to an operating model in which working from home has become the new normal.”

The winners in the 2021 iSANZ Awards are: Best Security Project or Security Awareness Initiative GCSB for development of its baseline security templates.

The judges commented that GCSB’s baseline templates help with the hardest part of security - translating the ‘what’ into the ‘how’. The “high 14

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leverage project” provides a solution for continuous assurance with government security requirements and benefits of all New Zealand’s cybersecurity.

Best Security Leader Josh Bahlman from Spark.

The judges commented on Josh’s personable approach and commitment to increasing awareness of cyber security - saying that in a field of truly impressive candidates, he has demonstrated an ability to take quick, decisive action in the wake of major cyber security events.

Best Start-Up or New Business Onwardly.

The judges commended Onwardly for taking on a part of the market where upskilling is a barrier to cybersecurity hygiene. The company is helping small to medium business owners better contend with the reality of digital dependency letting them understand their security posture in a straightforward, nontechnical way.

Best Security Company of the Year SafeStack Academy.

The judges commented on SafeStack’s innovative approach to solving the problem of lack of resource in the security industry, and its approach of “baking in” security at an early stage in the design and development process to make products more secure.

Best NZ Security Product or Service Darkscope for its CIQ360 cyber risk insurance rating service.

The judges were impressed with Darkscope’s innovative cybersecurity

The ISANZ emblem is the karearea or New Zealand falcon - a symbol for courage, victory and rising above a situation.

tools - commenting that these help to assess risk, based on evidence not assumptions.

Up-and-Coming Cyber Security Star Casey Cooper from BNZ. The judges commented on Casey’s compelling achievements since joining the industry, especially the impact he has made in securing BNZ, his work on Zero Day cybersecurity vulnerabilities and the recognition he has gained from management, colleagues and customers.

Hall of Fame Award The Information Security Interest Group (ISIG) was inducted as the 2021 iSANZ Hall of Famer.

Established in 2003, ISIG is a professional interest group for people working in information security. It has membership chapters in Auckland, Wellington, Christchurch, Dunedin and Hamilton. iSIG has been ground zero for the development of a number of well-known Kiwis who have gone on to accomplish amazing cybersecurity results both in Aotearoa and internationally.

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Access Management: Simplicity Through Technology Access control has gone through multiple changes in line with technological advancements. The expanded use of technology has made access management increasingly easy. Gone are the days of carrying a big bunch of keys around in your pocket. It’s now possible to unlock your home, workplace, car, or enter your gym using your smartphone, as well as remotely managing security for your property from anywhere in the world.

Innovation and advancement There are still many businesses – and a vast majority of homes – that use traditional locks and keys. This is despite little progress with the technology since Linus Yale Jr. patented his cylinder pin-tumbler lock in the 1860s. Take a moment to think. We still rely on tech that pre-dates the existence of the All Blacks by around 40 years.

As business needs grew larger and more complicated, the time and expense required to manage or replace a physical lock and key system made it increasingly uneconomic. The birth of modern access control happened in the 1980s with the introduction of Wiegand technology, allowing a RFID card to communicate with a reader. Revolutionary for its time, Wiegand has since been shown to have serious security flaws. It’s unencrypted, unsecured, and is unsuitable to manage most of today’s modern security demands.

Advancement has led to the adoption of technology such as secure, encrypted protocols like OSDP (Open Supervised Device Protocol), MIFARE DESFire smart card technology, and mobile or biometric credentials. By themselves, they are great technologies, but when used as part of a unified security package, there are exponential benefits.

Access anywhere, anytime Being able to access and manage your security system from anywhere in the world at any time is one of the major advantages of modern solutions.

That’s why ICT’s Protege WX and Protege GX systems were designed to be accessible wherever you are. Protege

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WX is perfect for single sites, and with a web-based interface you can manage your system from any browser.

The enterprise level Protege GX system delivers a truly cross-platform solution. It’s accessible on any device with a modern browser thanks to a web client that uses ICT’s SOAP Web Service.

The Protege Mobile App adds even more functionality and is the perfect tool to monitor and control your system on the go. With the app you can lock or unlock doors, view cameras, arm or disarm areas, control lights or heating, and much more. It also gives you card-free access to unlock your front door. All from the phone in your pocket.

Management made easy Modern access control systems like ICT Protege give you the flexibility to make even the smallest changes, whenever you need them. Change schedules with ease to ensure security is not compromised during holidays – like the upcoming new Matariki public holiday in June. Enable after-hours access for cleaners, so you’re not dealing with any more 10:00 pm callouts, or even allow or disable access to certain areas on a temporary or permanent basis.

User management becomes much simpler too. Access card lost? Simply deactivate it and issue another. System management is made quick and easy, as Annaliese Hewitt, Center Director at Shore Junction – a youth innovation hub in Auckland – explains, “everything in the Protege system only takes a few seconds to get sorted. And then we’re away.”

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Custom tools add flexibility You can also make use of ICT’s custom integration tools to build a solution that fits your needs. In places like 24hour gyms or sports facilities, or where student databases or human resource systems are used, adding or managing large numbers of users can be time-consuming and inefficient for administrators.

The ICT Data Sync Service simplifies management by importing data such as users or access levels from external systems, so you no longer have to manage two separate databases. When information changes, the service updates the record in Protege GX. The Protege WX API allows you to control your system from a third-party application. A New Zealand company doing this successfully is Hello Club, a club management solution for sports clubs and membership-based organisations. They offer an all-in-one solution for their

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customers using the Protege WX API to issue temporary access PINs for casual members and provide integrated access & lighting control, in combination with their other services.

“Our solution allows clubs to fully automate access to their facility, catering for casual members in a secure manner and receiving real time reports to track who entered the club at any given time” says Hello Club CEO & Co founder, Liat Reis.

Unify to simplify With a unified system like Protege, you can link intruder detection, and building automation with your access control. Instead of customers having to unlock a door, enter a code for the alarm, then turn on the lights, they can just badge their card at the entrance while Protege does all this automatically. Users get ease-of-use, while business owners see energy efficiencies and cost savings.

When you include integrations with the likes of video surveillance, elevators, or wireless locking into your Protege system, you really start to unlock the value of a modern access control platform. And of course, for integrators or staff tasked with the upkeep of the security system, they can operate everything from one user-friendly interface.

As you can see, modern access control doesn’t just keep your property and people safe. A system like ICT’s unified Protege platform enables easy, end-to-end management, bringing with it cost savings, time benefits and reducing all those pain points your customers have been talking about.

All of this while providing a higher level of security and true peace of mind.

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Top 5 Ways To Show Fire Protection Customers Your Value You’ve hired the best of the best for your fire protection business. You’ve got an office space, your dispatch vehicles and all the equipment you need to take care of your customers’ fire alarm installation and maintenance needs.

But there’s also that other business to the south that has all of that too. So how do you stand out from other fire protection companies?

To beat the competition and bring in revenue, you need to show customers your value.

What is Customer Value?

Customer value is simply the benefits your customer gets for paying for your services. For fire protection businesses, safety, compliance and of course the peace of mind that your home or business remains protected from fire damage is the biggest value you offer customers.

But to pinpoint how to keep your customers coming back, win new ones and grow your business, you need to show them the value they get from hiring your business over the competition. Here’s how!

1. Be the Expert

Source: HubSpot

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You likely don’t bring the exact same set of tools to a small fire alarm maintenance job as you bring to a more complex fire alarm installation.

Similarly, you shouldn’t treat every customer the same or offer them exactly the same services and advice.

The more personalised your service is from initial quote, all the way to final invoice the more opportunity you have to show each customer why you’re the expert for fire and security installs and repairs.

installation and maintenance, and build cost savings for them into your quote as best you can.

Encourage anyone from your business selling in the field to do the math for potential customers and show how your business can help them save money on recurring fire protection maintenance.

Do this by offering special pricing through memberships, packages, or limited-time promotions on fire alarm installation and maintenance.

2. Show Them the Money

3. Make Every Step Matter

Source: Forbes

Source: HubSpot

Offer promotions for your fire protection services. Source: Forbes The easiest way to personalise each customer’s experience? Ask your potential customer how much they’re currently spending on their fire alarm

Deliver the best customer service in your fire protection business. Source: Hubspot It’s all about your customer service!

Better customer service drives a better customer experience, and the April/May 2022

better customer experience you deliver, the better chance you have of repeat customers and, more importantly, positive reviews and referrals.

As you know, recurring maintenance customers are bread and butter in the fire industry so keeping them happy is as much a priority as is bringing in new customers.

There’s also technology available to help you collect reviews when you complete a job or project.

5. Listen and Learn

4. Find Your Fans

loyal customer base. This in turn will help you bring in steady revenue to maintain cash flow and drive business success in your fire protection business.

Want to hear how a fire protection business like yours increased their customer value with the help of job management software? Check out this story from DT Fire Systems here, https://www.simprogroup.com/nz/ case-studies/dt-fire-systems.

Source: Forbes

Source: G2

Build positive online reviews of your fire and security installs and repairs. Source: G2 About 50% of consumers need to see at least a 4-star rating to consider a business.

Besides simple word of mouth, online reviews can be the make or break for customers when deciding if they even want to hire you in the first place.

Make sure you’re putting your best foot forward online by asking top satisfied customers to leave positive reviews online. The more reviews you gather, the higher your overall rating, which helps you stand out on review sites.

April/May2022

Act on feedback from your fire protection customers. Source: Forbes You protect against physical fires, but sometimes you’ve got to put them out online as well.

Not every online review is glowing. But studies show that companies that respond to reviews, even the negative ones, make more money. Why? Customers want to know that if they choose to hire you, you’ll listen to them. It builds trust, and customers are more likely to hire you time and time again for fire protection when they trust that you’ll respond to their feedback.

The more you can show customers your value with your expertise, personalised quotes, top-notch customer service and proactive approach to customer feedback and reviews, the easier it is to build a

Author: Sarah Ash Sarah Ash was practically born a copywriter. As a child she enjoyed coming up with ad copy for imaginary products in a game her mom created to help pass the time while running errands. Today she is grateful that she gets to live out her passion for words in the ever-changing world of content marketing.

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Security Wholesale Limited:

New Zealand’s leading distributor of Provision-IS R CCTV solutions Security Wholesale Limited (SWL) is a 100% New Zealand owned and operated business for over 20 years.

We’re also New Zealand’s first and largest Dahua Distributor, largest DSC, sole KANTECH, Alarm.com, Inovonics and ONETOP Security Distributor.

We’re a Qolsys partner and we’re introducing their innovative IQ Panel alarm and IP CCTV platform with Alarm.com integration into the New Zealand market.

We’re a business driven by customer relationships, innovation through advanced technology and the demands of providing first class technical support. We’re always working to be the ‘First in, best resourced and best stocked’ in these challenging times.

We’re proud to support our brands and integrators fully at a technical level, aiming for consistently high levels of customer service. Our technical and regional sales teams include several brand and industry experts, some with more than 20 years installation and support experience.

Provision-ISR - Exclusively Distributed by SWL, encompasses different camera series, specifically designed to help installers find the best suited solution for their customers.

We’re able to meet the needs of any kind of customer: from those who

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seek a professional CCTV line able to guarantee the best image quality, to those who look for the best price conditions, without forgetting the ones who must deal with “special installation” needs!

In today’s CCTV market, where products and technologies change every few months, knowledge is the keyword, and we believe that delivering the information all the way from the manufacturer through the entire chain all the way to the installer is our responsibility. Provision-ISR’s technical specialists, release a new How-totutorial every time a new solution is launched into the market. Technical webinars are periodically organised to update Provision-ISR customers about product upgrades or new features.

Provision-ISR range of products includes high-quality IP and HD cameras, advanced recording machines and a complete range of reliable accessories specifically designed for the CCTV market. In addition, ProvisionISR engineers gained unparalleled expertise in developing leading-edge software solutions while keeping their interface simple and intuitive.

Provision-ISR’s range of technology solutions include Intelligent AutoTracking PTZ, Video Analytics, DDA Artificial Intelligence Analytics, Face Recognition, License Plate

Recognition, Provision Cam 2 Smartphone App, OSSIA VMS, OSSIA OS and Fisheye 360.

Of these solutions, one that is standout in the market in the opinion of SWL is, DDA: Detect, Distinguish, Alert.

DDA VIDEO ANALYTICS allows the system to distinguish between humans, 4-wheel vehicles, and 2-wheel vehicles based on smart object recognition technology. Thanks to this technology, the system triggers alarms or sends push notifications only when the desired object is detected and, by doing so, reduces annoying false alarms caused by shadows, light changes, shaking trees, animals, etc.

Get in touch with Security Wholesale today at www.swl.co.nz or visit our Provision-ISR website at www. provision-isr.co.nz.

April/May 2022

INTERNATIONAL CONVENTION CENTRE SYDNEY, AUSTRALIA

The region’s largest international civil and defence maritime exposition, incorporating the Royal Australian Navy’s Sea Power Conference and the International Maritime Conference.

In 2019 this internationally renowned event attracted:

657 participating exhibitor companies from 22 nations

21,241 attendances across three days

182 industry, government, defence and scientic delegations from 48 nations

48 major conferences, symposia and forums

indopacificexpo.com.au For further information contact the INDO PACIFIC 2022 Sales Team - T: + 61 (0) 3 5282 0500 E: expo@amda.com.au

Q&A: What’s in store for electronic monitoring?

In this NZSM Q&A, David Tombs, Regional Vice President at Attenti NZ demystifies electronic monitoring bracelets and discusses their potential application in health and wellbeing and COVID self-isolation.

As an alternative to incarceration, electronic monitoring devices allow people to remain with their families, continue to work, and access legal representation.

They are also cheaper than accommodating an offender in prison, and studies have shown that they assist in reducing rates of recidivism.

David Tombs, Regional Vice President – Australasia, Attenti Electronic Monitoring.

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According to its Regional Vice President David Tombs, Attenti works with Corrections and Justice Departments on both sides of the Tasman to provide programmes for bail and early release from custody.

In Australia, they also run a private bail programme for people who might otherwise remain in custody for up to two years before their case goes to trial.

Attenti has supplied and managed all electronic monitoring devices used

by the Department of Corrections for the past seven years, during which up to 6,500 people have been monitored at any one time. This contract is now in its final year.

NZSM: What is the role of ankle bracelets and how do you monitor them?

DT: The role of an ankle bracelet is to enable the wearer’s location to be identified to ensure they are where they should be, at the time they are required to be there.

Electronic bracelets are individually configured according to the specifications laid down by the courts.

If the wearer steps outside a certain zone, or is not where they should be at that time, or if they tamper with the equipment, an alert is generated at the monitoring centre and authorities are informed.

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DT: The cost of electronic monitoring can be less than ten dollars a day. This is a fraction of the cost of housing and caring for people in jail. The total cost of incarceration for one person is estimated to between $120,000 and $150,000 p/a.

Cost is not the only factor. The societal benefits of rehabilitation and reduced recidivism are huge.

Allowing people to reintegrate into the community with support from family and whanau has long-lasting benefits for everyone.

Whatever the reason for the alert, the system is always operating in real time and staff in our monitoring centre respond immediately. The equipment also creates a continuous live trail and this data is stored on the system in case it is need for evidence in court.

The equipment cannot prevent the wearer from committing a crime. That’s not its role. But the devices can provide evidence about the wearer’s location at the time of the crime. If the wearer was not in the vicinity, the data will back this up.

NZSM: Compared with other countries, how has NZ embraced electronic monitoring technology?

DT: New Zealand leads the world in the application of electronic monitoring, and I don’t see that changing. Corrections in New Zealand has an international reputation for embracing the uptake of the technology.

However there are increased efficiencies that could still be gained not only for the justice sector, but also with other groups who can benefit from monitoring. MIQ is a great example. The cost of an ankle bracelet for someone arriving to self-isolate is miniscule when compared with the costs and risks of running an isolation facility.

Domestic violence equipment is another area where New Zealand could expand its protection for victims and their families.

NZSM: How has electronic monitor impacted budgets and prison populations?

April/May2022

NZSM: What is the future for this technology in New Zealand?

DT: Electronic monitoring devices will continue to play an important and ever-changing role. Around the globe, jurisdictions are already looking at ways to tailor the technology to the risk profile of the offender/defendant. This could lead to more ‘high trust’ models where mobile apps or ‘single point in time’ monitoring is used rather than continuous surveillance.

The Nirvana for electronic monitoring companies is a single device that measures alcohol; drug use, and location – all in real-time. This doesn’t exist today.

Detecting alcohol through skin contact is actually quite straight forward. Alcohol has a distinctive ‘signature’ that can be identified and measured. Monitoring the presence of drugs is more challenging. Every drug tends to have a different signature.

The next leap will be wellbeing and health monitoring e.g. heart rates; body temperature and perspiration etc. This data can be used as an early indicator that the wearer is unwell and may require medical support.

NZSM: Why aren’t ankle monitors used to reduce the burden on MIQ hotels?

DT: This is something we get asked almost every day. One of the first to express interest was Sir John Key. He publicly stated he would rather wear an ankle bracelet than be stuck in MIQ. Attenti devices are currently being used in a number of countries as

part of the response to COVID-19.

Electronic monitoring would have been the ideal solution of free up space in MIQ hotels.

Sadly, the technology has never been adopted by the government.

We believe this has been a massive missed opportunity - especially for the thousands of kiwis still stranded overseas.

The government’s reasoning on this has never been made clear. But we were told by one official that electronic monitoring might ‘stigmatise’ the wearer. We, along with many others who heard comments to this effect, found it puzzling because those who isolate will be confined to home. The only people seeing the devices will be others sharing the same property.

We have twice raised this solution with the government. We have also provided specifications and costings.

In fact, if individuals were given the option of self-funding electronic monitoring, the savings for the taxpayer would be even greater. But to date, there seems to be limited or no interest from the government.

In any case, ankle bracelets are not the only option for MIQ, Attenti has different devices for different applications. These include a mobile app using facial recognition combined with GPS to identify the person and their whereabouts. This information can include a checklist of health and wellbeing questions. We also have a tracker designed to be worn like a watch. It communicates with a smart ‘beacon’ inside the house or dwelling.

NZSM: As New Zealand enters phase two of the Omicron response plan, is there still a role for ankle monitors?

DT: If you look at what is happening globally, it seems only a matter of time before isolation requirements are scaled back or dropped altogether. But it is also fair to assume new variants will continue to emerge, and these may change the way we respond in order to protect our health system.

So yes, electronic monitoring has an important role to play and we have no way of knowing how long isolation requirements will remain with us.

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Crises and Fraud:

Scammers exploit disasters and emergencies Sophisticated online scams target people’s vulnerabilities during times of crisis or disaster, such as bushfire or floods, when we are more vulnerable to manipulative emotional messages, says academics.

Researchers at Flinders University say fraudsters design scams specifically to con people faced with crisis, such as the 2019-20 bushfires in Australia and the COVID-19 pandemic – resulting in significant losses to the public.

In Australia alone, ScamWatch, a service of the Australian Competition & Consumer Commission (ACCC) has recorded more than 165,000 reports of scams a year since 2018, with about 10 percent of the reported scams resulting in financial losses ranging from AU$107 million in 2018 to more than $192 million in 2021.

Fraudsters view external crisis events as target-rich opportunities and people need to be educated about these risks, Flinders University researchers Dean Taodang and Dr RV Gundur say in a new article in the journal Victims and Offenders.

“Even if the fraud is exposed and stopped by authorities, others can then move in to fleece victims.

Times of external crisis create unusual circumstances which increase the chances of potential victims responding to a fraudulent approach via their phone, email or web,” said Mr Taodang.

“The victimisation rates often cannot even be determined or prosecuted so it’s up to individuals to be aware of the risks,” he said. “We also see scammers leverage protracted periods of crisis such as an economic depression or war.”

Dr Gundur, a Senior Lecturer in Criminology, says Australia’s bushfires were easy targets for fraudsters to prey on people’s altruistic nature to give donations to support victims.

“Gone are the days of clear places to give,” he said. “We now think about helping people using all kinds of crowdsourcing platforms

(and) fraudsters use the fast-moving timeframes to take advantage of wellmeaning people eager to help.”

Lockdowns and worries caused by the pandemic made people seek benefit for themselves by potentially engaging with scammers for more selfish motivations.

“It’s important we highlight the risk of financial and cyber fraud to guard against opportunists, particularly when compensation or recouping losses is unlikely,” said Dr Gundur.

The ACCC found Australian law enforcement was able to disrupt a number of bushfire frauds, however some COVID-19 frauds have continued to rip off people and increase victim losses. Cybercrime and cyber-victimisation is still rising in connection to the pandemic.

While many losses go unreported, the ACCC connected losses of more than $6 million to scams directly mentioning COVID-19 between February and December 2020.

“Given that frauds are historically underreported, undercounting of the money stolen is common as victims may not be aware they’ve been scammed or may be too ashamed to admit they have been taken for a ride,” added Mr Taodang.

“We all need to be aware, particularly of online scams, and make sure younger and older friends and relatives are not caught in these traps.”

The article, “How Frauds in Times of Crisis Target People” by Dean Taodang and RV Gundur is available in the journal Victims and Offenders.

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April/May 2022

fired up protection LOKTRONIC’s expansive product range has just become even wider with these first class EGRESS and FIRE PROTECTION DEVICES and PROTECTIVE COVERS.

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STI-1130 Ref. 720-102

STI-WRP2-RED-11 IP67 Ref. 720-062R

Surface mount with horn and spacer 255mm H x 179mm W x 135mm D

Also available in White.

STI-RP-WS-11/CN Ref. 720-052W Available in White, Green, Blue & Yellow.

STI-13000-NC Ref. 720-090 Flush mount, no horn 206mm H x 137mm W x 69mm D

STI-RP-GF-11/CN Ref. 720-051G Available in White, Green, Blue & Yellow.

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STI-13B10-NW Ref. 720-092 Surface mount, horn and label optional 206mm H x 137mm W x 103mm D

Ref. 720-058 Cover included.

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• •

STI-1100 Ref. 720-054

•

Flush mount with horn 255mm H x 179mm W x 86mm D

•

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STI-6518 Ref. 720-060 Flush mount, no horn 165mm H x 105mm W x 49mm D

STI-13210-NG Ref. 720-093 Surface mount, horn and label optional 206mm H x 137mm W x 103mm D

All STI ‘Stoppers’ are made of tough, UV stabilised polycarbonate. Many can be supplied with or without a 105 dB horn. Other models and sizes available including weather resistant options.

Approved to EN54-11 Current Rating: 3 Amps @ 12-24V DC, 3 Amps @ 125-250V AC Material: Polycarbonate Comes with Clear Cover 2 x SPDT switches Positive activation that mimics the feel of breaking glass.

Visible warning flag confirms activation.

Simple polycarbonate key to reset operating element - no broken glass.

Dimensions: 87mm Length x 87mm Width x 23mm Depth (Flush Mount) & 58mm Depth (Surface Mount)

STI-6255 Ref. 720-042

Mini Theft Stopper discourages inappropriate use of equipment. Sounds a powerful 105 dB warning horn when activated. Tough, ABS construction. Reed switch activation for cabinets and display cases or unique clip activation for freestanding equipment. Does not interfere with use of protected fire fighting equipment.

Compact design 85mm H x 85mm W x 25mm D.

STI-6720 Ref. 720-047

Break Glass Stopper. Keys under plexiglas.

Protects emergency keys from inappropriate use.

Keys remain visible. Fast, easy installation. Simple, inexpensive plexiglas. 3 year guarantee against breakage of the ABS housing within normal use.

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Battery Load Tester Ref. 730-101

Fire Brigade Alarm: (Closed/Open) Ref. 730-231

Anti-Interference Device

ViTECH, strong, lightweight aluminum case, 5, 15 and 30 amp battery load tester for fire and alarm use.

Weight: 500gms, Size: 165mm x 90 x 70mm.

ViTECH branded Type X (730-230) and Type Y (illustrated) models with temperature compensated pressure transducers with digital display showing pressures for defect, fire and pump start.

Ref. 730-400 series ViTECH AID for sprinkler valve monitoring; fits all ball valve sizes.

Loktronic Limited Unit 7 19 Edwin Street Mt Eden Auckland P O Box 8329 Symonds Street Auckland 1150 New Zealand Ph 64 9 623 3919 Fax 64 9 623 3881 0800 FOR LOK mail@loktronic.co.nz www.loktronic.co.nz

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ViTECH products are designed and produced in New Zealand.

A Higher Price: the peculiar relationship between inflation and theft Research points to a positive correlation between inflation and the incidence of property crime. As inflation increases, so too does theft, writes Scott La Franchie, General Manager – Marketing and Product at FIRST Security.

Inflation is often characterised as the ‘invisible thief’ due to the fact that high inflation rates result in devaluing people’s savings. If a $50 bag of groceries is now costing you $55 at the checkout thanks to inflation, it can feel like someone’s just picked $5 from your pocket.

Scott La Franchie, General Manager – Marketing and Product at FIRST Security.

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That feeling of being ‘robbed’ is currently pretty raw among New Zealand’s motorists, who’ve been suffering eye-watering price hikes in recent days at the pump. But while that feeling of being short-changed may be well justified, according to a range of research there exists a far more substantive correlation between inflation and theft.

While we’re talking fuel prices, it’s interesting that the MTA noted a couple of years back that service station fuel thefts were rising in New Zealand along with the price of petrol and diesel. “When fuel prices started rising in late 2017,” stated the MTA,” so too did the number of drive-offs.”

In a news article published recently, the ABC in the US similarly noted that ”as gas prices continue to rise, so have reports about gas theft, either through stolen credit cards, or straight out of the tank.”

But what about inflation beyond the pump?

Research identifies inflation as crime driver Traditional wisdom dictates that financial crises, unemployment surges, falling wages and other economic stressors lead to spikes in shoplifting and theft. A recent Bloomberg report is a case in point, stating that the “last time consumers were under severe strain — in the wake of the 2007 financial crisis, amid rampant job losses and spikes in prices for food and fuel — shoplifting surged.”

But according to Brent Orrell, a Senior Fellow at the American Enterprise Institute, it’s inflation, not unemployment or falling wages, that is the real catalyst for increases in thefts and other crimes.

In an piece published last October, Orrell wrote that traditional views on the relationship between economic downturn and crime didn’t hold up during the Global Financial Crisisinduced recession of 2008-10. “Even though unemployment soared, real wages fell, and consumer sentiment hit record lows, the FBI’s 2009 Uniform Crime Report showed declines in both violent and property crime.”

Orrell cites the work of University of Missouri-St Louis Emeritus Professor Richard Rosenfel, who found that in the case of both the Great Depression of the 1930s and the recession of 2008-10, an increase in unemployment and a drop in April/May 2022

relationship between crime and inflation and unemployment in the United States from 1960 to 2005.

“Crime rates rise as the inflation rate rises,” wrote the authors. “Because of the lag between price and wage adjustments, inflation lowers the real income of low-skilled labor, but rewards property criminals due to the rising demand and subsequent high profits in the illegal market.”

This is further borne out by Professor Richard Rosenfel’s 2019 paper “Crime and Inflation in U.S. Cities”, which found that inflation increases property crime rates, such as theft, in less affluent cities more so than in well-off ones.

crime rates occurred in the context of deflation. In other words, during the 2008-10 recession, there was an absence of inflation – and no increase in crime despite the tough economic times.

It’s important to note that these two economic downturns are by no means historical outliers as manifestations of the correlation between inflation and theft. Researchers have also noted a pattern of statistical increases in crime during historical periods of rising inflation, adding further weight to the argument that inflation – as opposed to other economic stressors – is the key link between the state of the economy and crime.

In a 1981 dissertation titled Inflation and Incidence of Crime in the United States, S.Chungviwatanant studied the correlation of four types of crime and Consumer Price Indexes (CPIs) from 1960 to 1978. The results demonstrated that with trends in inflation moving towards annual increases of 4.5 percent (5.1 percent for food), “trends in the seven specific crimes were also moving toward increases, with an average yearly April/May2022

increase of 3.4 percent for murder, 6.8 percent for aggravated assault, 6 percent for burglary, 5.7 percent for larceny, and 5.9 percent for auto-theft”.

Orrell similarly notes that “in the 1970s, when inflation and unemployment took hold at the same time—the era of “stagflation”—crime rates rose. Inflation, not general economic hardship, appeared to be the culprit behind rising crime.”

Inflation creates a market for stolen goods So, what’s the theoretical explanation for why inflation leads to crime? “As prices rise, consumers tend to “trade down,” or substitute cheaper goods and services,” explains Orrell. “But for individuals who were already buying the cheapest goods (for example, shopping at discount outlets), the market in “hot” goods may be the only place where they can find what they need at prices they can afford.”

According to the theory, this demand for cut-price stolen goods incentivises thieves to create supply.

The theory plays out in a study published in 2007 by the journal Global Crime, which examined the

Keeping inflation in New Zealand in check Ultimately, according to these pieces of academic research, inflation truly is an ‘invisible thief ’. By lowering the real incomes of those already struggling to make ends meet, inflation results in an increase in the demand for stolen goods, and in doing to it creates an economic environment that motivates thieves – both of the opportunistic and organised variety.

New Zealand has largely avoided inflation hikes of over five percent since the early 1990s, and along with historically low inflation, New Zealand’s crime rates have generally kept to a downward trend since the mid-1990s. But with annual inflation having just hit a three-decade high at 5.9 percent, this may be changing.

According to the Reserve Bank of New Zealand, transient – or short-term – inflation can be caused by “a rise in the prices of imported commodities, such as oil”, and structural inflation results from “widespread shortages of labour and materials.” Now, it appears, we may be dealing with both.

If the RBNZ – for whatever reason – is again unable to prevent annual CPI from increasing substantially beyond the 1-3 percent stipulated by its current Policy Targets Agreement (PTA), then the theory tells us that we can expect to see a rise in the incidence of theft and other property crimes.

Here’s hoping we manage to keep a lid on those prices!

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Tourism Security: Protecting visitors, protecting ‘Brand New Zealand’ With New Zealand’s border opening, the tourism sector is awakening from a twoyear hiatus. With the opportunities comes with the challenge of ensuring that tourist security is up to the mark, writes Nicholas Dynon

The recent decision by Cabinet to allow all fully vaccinated travellers from Australia from 12 April, and visa-waiver countries like the USA, UK, Singapore, Japan and others from 1 May without needing to self-isolate has paved the way for the return of international tourism.

Nicholas Dynon is chief editor of NZSM, and a widely published commentator on New Zealand’s defence, national security and private security sectors.

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This is great news for the New Zealand economy and for the many businesses dependent on that sector.

But, as key government ministers concede, we shouldn’t be bracing ourselves for a sudden influx of tourists.

Transport Minister Michael Wood announced recently that the Government had agreed to an additional $250 million to support flights from 1 April 2022 to 31 March 2023 under the Maintaining International Air Connectivity (MIAC) scheme, which was due to end on 31 March 2022.

“Even now as we look forward to welcoming overseas visitors back to our shores, the number of passenger flights into New Zealand is only a quarter of pre-COVID levels, and many of those planes still carry few passengers,” he said.

It’s a point echoed by Tourism Minister Stuart Nash in his 25 March speech to the Otago University Tourism Policy School. With some

countries’ borders remaining closed and travel costs elevated, we “know that the impact of COVID-19 will continue to be felt, and international visitors from some big markets are not likely to return in large numbers straight away,” he stated.

“It’s now more important than ever that we focus on tourism’s ability to inspire and change lives as a key part of our world-leading brand,” he continued. “To attract these visitors, we will need to make a concerted effort to live our brand.”

Post-COVID tourism is shaping up to be more competitive than prior to the pandemic, with travellers thinking harder than ever about where to spend their money. According to Mr Nash, if we don’t ‘live the brand’, “no amount of crazy scenery and breath-taking experiences will lift us above many other destinations around the world.”

Traditionally safe destination While the New Zealand brand is all about beautiful scenery and all things ‘pure’, it’s also informed by Aotearoa’s ranking as one of the safest countries on the planet.

According to the recently published 2021 Global Peace Index (GPI), New Zealand is the second safest country in the world, and the safest in the AsiaPacific region.

The GPI uses 23 qualitative and quantitative indicators, and measures the state of peace across three April/May 2022

Global Peace Index 2021 map. Image: Institute for Economics & Peace

domains: the level of Societal Safety and Security; the extent of Ongoing Domestic and International Conflict; and the degree of Militarisation. By comparison, Australia currently sits in 16th place.

In terms of the index’s Societal Safety and Security domain, which is the domain that covers crime, New Zealand ranks a very respectable 11th – and still above Australia at 17th. But of the GPI’s three domains, it’s our worst performing one.

And the statistics are telling us that property crimes are on the increase.

According to an 8th March Stuff article, data released by police “showed within the first 11 months of 2021, dairy and convenience store theft was up 30 per cent on 2020 figures, and burglaries were up nearly 20 per cent.”

In other words, 1,402 more thefts were reported in New Zealand in 2021 than the year before. Auckland was the worst-hit region, with retail offences rising 25.8 percent, with Waikato’s rising by 19.7 percent and Christchurch by 14.2 percent.

Rising inflation and costs of living are likely to lead to further increases in crime, and especially property-related crimes, such as theft [for detail on this, refer to the article by Scott La Franchie in this issue of NZSM]… and the research April/May2022

tells us that tourists are particularly vulnerable targets of these crimes.

Tourists vulnerable to crime According to a report by the European Forum for Urban Security, there is an “unwelcome but close relationship” between tourism and crime. “Although there are very few studies on this topic, research has shown that tourists are particularly at risk of suffering crime.”

A 2019 article in Security & Defence Quarterly titled “The impact of crime on security in tourism” provides some insights into why this might be the case.

“Separated in an unknown environment from various forms of social support and protection which they have at home, and from a network of family and friends who can help them, tourists can easily become crime victims,” state the article’s authors Hrvoje Mataković and Ivana Cunjak Mataković.

Tourists tend to be ‘lucrative targets’ as they often carry larger-thenusual amounts of money, credit cards, and attractive belongings that can be readily resold. Tourists can also be more careless than usual for the simple fact that they are on vacation, and they can be more inclined to engage in risktaking behaviour compared to when they’re at home.

In their literature review, the authors cite multiple studies that found that tourists are more likely to be victimised by property crime and robbery, compared to local residents who are more likely to be victims of murder and aggravated assault.

That being said, if you’re a young male adult tourist who enjoys a night out on the town, you’re more likely to fall victim to a violent robbery attack than a tourist who ends their night early. One study that focused on the US city of New Orleans found that in most attacks the victim was male (84 percent) and aged between 25 and 35 (47 percent), and that the largest number of attacks occurred between midnight and 2 a.m. (26 percent).

Impact of crime on tourism The effects of crime on tourists, observed Hrvoje and Ivana Cunjak Mataković, differed according to (i) the type of crime in question and (ii) individual tourist perceptions of crime, safety and risk: Type of crime: Violent and nonviolent crime has very different effects on tourists - violent crime, including robbery, assaults, rapes or killings have much more negative effects on tourists than property crime, especially if stolen goods are of smaller value. This study showed that there was no difference NZSM

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in the likelihood of revisiting the destination where the theft occurred, among those who personally experienced theft as well as those who know someone who experienced theft on a journey.

Perceptions of safety and risk: studies have found that tourists with more extensive international travel experience are more likely to have a lower risk perception, as are tourists who are wealthier and more educated.

Older tourists are more likely than younger tourists to be concerned about personal security.

Interestingly, the article authors found that although property crime victimisation will not necessarily impact on a tourist’s inclination to return to a destination, the media can sway opinions. Intensive mass media coverage of security incidents contributes to the decline of tourist visits to affected destinations, and thus the media “has the potential to make or break a destination.”

Ultimately, they conclude that there is strong evidence that crime can have a very negative impact on tourism, that 30

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security in tourism cannot be “taken for granted”, and that therefore “it is necessary to make significant efforts (both financial and organisational) to ensure a safe environment for tourists.”

These include designing and implementing measures aimed at reducing the opportunities for emergence of crime and tourist victimisation, and enable assistance to victims when crimes are committed.

Such measures include: • organisation of security forces, public or private, ready to intervene and deal with tourism-related crime whenever necessary.

• providing information on tourismrelated crime in a clear and simple way to enable identification of security issues and control of possible risks – “one of the possible measures is publishing of leaflets in several languages, to inform tourists how to reduce the likelihood of becoming crime victims and how to contact the police if a criminal offence is committed.”

• improved communication between the police, tourism authorities and

the tourism industry so that they can take security measures together.

• compliance and adoption of safety standards and safety measures by places visited by tourists and the local community, such as better street lighting and an increase in the number of cameras in places where tourists gather.

• education on security issues for tourists, the tourism industry and the local community As New Zealand’s tourism sector emerges battered from the existential struggles of COVID-19, it is faced with several risks: from the slow pace of recovery to the challenge of securing adequate numbers of skilled staff. In this mix are the very real risks posed by the potential of rising criminality due to the increasing costs of living.

Tourists are low hanging fruit for opportunistic criminals. If an increase in crimes against tourists was to materialise to the extent that it drew the attention of the news media, it could present a bruising blow to ‘Brand New Zealand’ and the many tourism operators that rely on its good name.

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Loktronic Limited Unit 7 19 Edwin Street Mt Eden Auckland P O Box 8329 Symonds Street Auckland 1150 New Zealand Ph 64 9 623 3919 Fax 64 9 623 3881 0800 FOR LOK mail@loktronic.co.nz www.loktronic.co.nz

NZSA CEO’s March Report NZSA CEO Gary Morrison talks broadened MSD employment partnership, NZSA 50th anniversary, proposed NZ income insurance scheme, electronic security qualifications funding, and more.

I had the pleasure of having a week off in Central Otago in late February, enjoying some bike riding (highly recommend the Lake Dunstan Trail but next time will forget my ego and go for an ebike) and quality wine and food.

Gary Morrison is CEO of the New Zealand Security Association (NZSA). A qualified accountant, Gary originally joined Armourguard Security as a junior accountant and held several roles over two decades prior to appointment as GM for New Zealand and Fiji, after which he established Icon Security Group.

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Whilst local tourism and hospitality providers have been largely resilient to the direct impacts of Covid/Omicron, it was very obvious that the most significant problem they are facing is finding workers. I spoke to a number of business owners who have either shut down their customer facing operations or are on the point of closing down and with little likelihood of reopening unless there is a dramatic change to government border and migration settings.

Whilst the government has a philosophy of training New Zealanders into roles, the simple reality is that many Kiwis have no interest in the work on offer, particularly given that just about every industry sector is desperate for workers.

Similarly, the argument that there are 188,000 potential workers on the Job Seeker benefit has little merit when a significant proportion of those are long-term beneficiaries who for reasons of mental health or dependency issues will find it difficult to gain employment.

The security industry has been dealing with the same issues around staff shortages for several years, exacerbated by first Covid and more recently the Omicron variant.

We certainly appreciate that it is very trying times for security providers

in trying to ensure service continuity whilst dealing with daily staff shortages of up to 20%. Talking to a number of our members, there has been considerable planning around business continuity and the prioritisation of services so as to ensure minimum disruption to customers and that certainly seems to be paying dividends.

Several weeks ago, we announced a special partnership arrangement between MSD and NZSA focused on finding additional workers for the security industry and specifically to assist with Omicron enforced staffing shortages. This follows on from our existing Skills for Industry programme with MSD that we have provided for the last four years, but with broadened employment outcomes that now include casual and part-time employment and open to all those allowed to work in New Zealand.

Despite only just launching our social media advertising, themed around helping maintain critical services and infrastructure, we have received a great initial response from potential applicants and will be working with those members who have registered interest in the programme with regards to the interviewing and potential employment of these candidates. If this service may be of interest please email Andrea Charlton on andrea@security.org.nz.

NZSA 50th anniversary Hopefully you noted the new logo at the header of this months newsletter celebrating 50 years of existence for the NZSA. Originally formed as the New Zealand Security Industry Association April/May 2022

(NZSIA), this was changed to New Zealand Security Association (NZSA) in 1999.

This is a significant milestone for the organisation, and it is very pleasing that the NZSA now has considerable strength in membership and industry representation as befitting the peak body for the security industry.

We will be looking to formally commemorate the milestone as part of the annual Awards event in September and will keep you posted on this.

Proposed New Zealand Income Insurance Scheme The Government is currently consulting on an income insurance scheme for New Zealanders. The proposal was jointly developed by a working group comprising Government Officials, Business New Zealand and the Council of Trade Unions.

Key features of the scheme include: • The scheme will provide employees with up to 80% of their previous income (capped at $130,911) for up to six months following loss of employment due to redundancy or loss of capacity to work due to a health condition or disability.

• Where an employee is made redundant, their employer will need to give four weeks’ notice and make a “bridging payment” of 80% of the employee’s wages during the notice period.

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• The cost of the scheme will be funded by a 2.77% levy split equally between the employee and the employer (approximately 1.39% each).

• The levy will apply on income up to $130,911 and will be collected through the PAYE system.

• To be eligible, employees will need to contribute for at least six months in the previous eighteen months preceding a claim.

• Claimants under the scheme will need to seek new employment, retrain or undertake rehabilitation.

The NZSA is currently preparing a joint submission with the association representing commercial cleaners on the basis that we do not support the proposal at this time.

Whilst there is a case for reform, we believe that in the current climate of low unemployment, high (and increasing) inflation and extreme cost pressures on employers the introduction of the proposed scheme at this time would be detrimental to both employees and employers.

Improved funding support for electronic security qualifications It is pleasing to note that the industry has been successful in gaining confirmation from TEC that the NZCiES Level 4 (New Zealand Certificate in Electronic Security)

is now recognised as a New Zealand Apprenticeship.

This means that in addition to the NZCiES being covered under the Targeted Training and Apprenticeship Fund (better known as Fees Free) through to December 2022, employers can now also claim a subsidy of up to $1,000 per month under the Apprenticeship Boost programme.

Unfortunately, this does not apply retrospectively and as the scheme only runs to 4 August 2022, employers will need to sign up workers to the NZCiES Level 4 and apply for the Apprenticeship Boost payment through Work and Income before that date.

Whilst Government has yet to announce any funding alternative going forward, it is expected that an equivalent scheme will be introduced and with electronic security qualifications recognised.

The other good news is that we now have confirmation that non New Zealand citizens can be enrolled provided they have the right to work in New Zealand for at least the length of the training programme specified in the training agreement. If they have a visa that allows them to work in New Zealand for three years, they can enrol in a three-year training programme.

For further information please contact Carine Vaccari at ETEC on: 0225 686 671 or carinev@etec.ac.nz.

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Robotics and their place in security—are they inevitable?

Writing in ASIS International’s Security Technology magazine, Jeffrey A. Slotnick CPP PSP argues that with 99.99 percent uptime and a single-figure hourly rate, robots in security are inevitable.

Robots and robotics have been in our lives for many years, serving valuable purposes.

Designed with Meccano parts and powered by a single electric motor, Griffith P. Taylor built the first known ISO compliant robot in 1937.

It had five axes of movement, including a grab and rotation, and was automated by using paper tape with punches in it to energise solenoids—creating movement.

Today, the U.S. National Institutes of Standards and Technology classifies manufacturing robots into four

categories: articulated robots, Selective Compliance Articulated Robot Arms (SCARA), Delta, and Cartesian.

But these are only types of industrial robots. Other types of robots are being increasingly used, in healthcare such as to accomplish the LASIK surgery I had for my correction seven years ago, to undersea, military, and space robotic solutions. Other use cases include teleoperate manipulators, prosthetics, micro-robots, consumer robots, enterprise robots, unmanned aerial vehicles, and more.

So, what are robots, really? To discuss this, we must deny our natural impulse to equate actual robots to the science fiction image that has been

Jeffrey A. Slotnick CPP PSP is an ESRM advocate and security management professional focused on Quality Management systems and leading-edge technologies in physical security.

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created for us by media—everything from the scary robots like The Terminator and HAL 2001 to the lovable and highly intelligent R2D2 and C3PO of Star Wars fame.

At their core, commercial robots assist human beings. They perform dangerous tasks that humans cannot safely do, like bomb disposal robots. They also perform repetitive mundane tasks that humans do not want to do like product sorting or spot welding and precision tasks like microsurgery.

At their core, commercial robots assist human beings.

Breaking down how robots operate Robots often use artificial intelligence (AI) and machine learning (ML) to perform their functions. According to Britannica, “artificial intelligence (AI) is the ability of a digital computer or computer-controlled robot to perform tasks commonly associated with intelligent beings. The term is frequently applied to the project of developing systems endowed with the intellectual processes characteristic of humans, such as the ability to reason, discover meaning, generalise, or learn from past experience.”

ML, according to Microsoft, is defined as “the process of using

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mathematical models of data to help a computer learn without direct instruction. It’s considered a subset of artificial intelligence (AI). Machine learning uses algorithms to identify patterns within data, and those patterns are then used to create a data model that can make predictions. With increased data and experience, the results of machine learning are more accurate—much like how humans improve with more practice.”

I use the following simple analogy to explain AI and ML. When I make a grocery list with my Amazon Alexa, I tell Alexa to add eggs, flour, and oil to my shopping list. I then tell Alexa to export that list for fulfilment, and a day later, my groceries arrive at my home.

Using Alexa to build and fulfil a shopping list is a rudimentary example of using AI. After creating my list, if Alexa were to ask me, “Jeff, do you want to order butter too? The last time you ordered eggs, flour, and oil, you were baking a cake, and you may have forgotten to add eggs to your list.” This would be an example of ML. Another example of machine learning is your Amazon shopping experience. The more you use it, the smarter Alexa gets and recommends additional items you may like or even need.

Robotics in security In the security industry, we are experiencing a shift. The shift is especially apparent in the guarding industry. Due to COVID-19, other physical risks in the guarding industry, and low pay, many guarding companies are experiencing what is commonly referred to as the Great Resignation. In the United States alone, more than 38 million workers quit their job in 2021.

Because of the issues mentioned above, many service providers cannot fully staff existing contracts. Many of my clients only have 65 percent to 75 percent of their contracted staffing needs met.

Additionally, in the United States, many organisations are dependent on Commissioned Law Enforcement to enforce state and local laws for transit operations, malls, and public utilities.

Most times, these are contractual arrangements. As a result of the present-day risks associated with law enforcement, many officers leave the profession, leaving police agencies unable to fulfil their contracts. The situation has created an even greater need for highly qualified security professionals.

You would think law enforcement professionals leaving their industry would increase the pool of qualified and available personnel for security assignments. But if you speak with the Human Resources Department of many guard companies, you will hear that they have an extremely difficult time finding qualified employees.

This makes a strong business case for robotics because of the shortage of qualified and available people in the guard industry. There are several areas where a robotic security device can assist the guarding industry. The primary area is utilising a robotic device to accomplish repetitive but necessary tasks presently being performed by humans. These could include health checks, lobby monitoring, processing an access credential, or visitor management tasks.

Additionally, robotic devices could be used for monitoring behaviour, patrol support (human patrols that are informed and supported by a robotic device), and patrols.

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Robotic devices can also be used to enhance security functions performed by humans, such as vehicular security patrols. Criminals use advanced techniques to identify potential targets, often engaging in pre-operational surveillance. This typically includes making visits to the intended target and taking photographs to determine the presence of security and frequency of patrols. At best, a vehicle patrol service is a hit or miss proposition because the criminal may not be there when the patrol comes through.

Additionally, vendors of patrol services are financially motivated to be efficient—most likely result in over-committing a patrol, so they only spend the minimum amount of time at a single client’s site.

The answer to this dilemma resides in a robot that increases the efficiency of the patrol for a more effective response and cost savings.

For instance, robots using AI and ML to continuously monitor activity at multiple locations. The robots would communicate with a human

patrol officer through a smartphone application, alerting the officer when activity is detected. This would provide a less costly service for end users, greater efficiency for the vendor patrol service, and increase the ability to interrupt criminal activity. The mundane task of monitoring would be left to the robotic device, while the critical thinking skills of the human would be maximised in the response.

There is a significant business case to be made for incorporating robots into a physical security program. The first business factor is cost-benefit.

Based on a recent price quote from a manufacturer, many robots cost between $3.00 and $6.00 an hour to operate. Further, robots do not incur human resource costs for hiring, onboarding, training, benefits, adverse behaviours, and termination. Robots do not require intense supervision, and they do not need to submit hours for pay to processing.

Robots also do not take time off.

They do not get sick, miss shifts, or require vacations. In short, robots are reliable, with 99.99 percent uptime.

Robots, however, are electronic devices that require maintenance. Like your computer or smartphone, much of that maintenance is in the form of updates and patches—which can occur during times of less activity.

Based on hourly rates alone, replacing a single 168-hour guard at $25.00 an hour (fully burdened) with a $3.00 an hour device would see an immediate cost savings of $3,696.00 per week or $192,192.00 a year. When you add the significant back-end Human Resources costs to this, you have an exceptional business case to move towards robots.

For one client, we estimated that replacing 48, 168-hour lobby guards who perform health checks, visitor management, and monitor a lobby with a robotic device would have a direct cost-benefit of $180,108.00 per week and $9,365,616.00 per year—a very significant saving.

When you consider the reliability, changed business models, and costbenefit, you will understand why I feel the move to robotic devices is inevitable for more reliable service.

© 2019 ASIS International, 1625 Prince Street, Alexandria, VA 22314. Reprinted with permission from the February 2022 issue of Security Technology.

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Values based contracts in a world of Zero Trust Contracts come from the world of Zero Trust, writes Jennie Vickers, but a new Auckland Council contract template has added trust into the equation – and it’s also subtracted plenty of pages and small print.

Steeped in the world of cyber security over the last 12 months, I have become very comfortable with the increasingly non-negotiable concept of Zero Trust. If you’re from the physical security world and not familiar with the Zero Trust concept, this explanation from Alain Sanchez EMEA CISO for Fortinet, is a good one:

Jennie Vickers is a consultant to Fortinet and the 2021 #1 IFSEC Global Influencer in Security & Fire. She is a former CEO of the New Zealand Defence Industry Association (NZDIA).

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The sophistication of the cyber threat landscape has extended to new classes of attacks that aim to inflict damage while remaining silent. They are targeting IT and OT devices, and the industrial systems that manage production in segments such as manufacturing, energy, and pharmaceuticals. And the COVID-19 pandemic accelerated the need for full automation of production.

As production relies more and more on sophisticated regulation, no sensor, application, or user should by default be allowed to influence the running of any critical infrastructure or process. Due to the precision and speed of production required, any malicious order or fake value sent into the process can have devastating effects.

Network access can be compared to the physical access to a controlled building.

The default state of all entry doors needs to be set to “closed,” and not “open.” Access rules need to be dynamically refreshed with real-time authentication systems. An individual’s credentials should not just be established at the exterior door, but throughout the building. And the overall behavior of that individual while inside the building should be monitored against a machine-learning baseline profile so that if an individual begins behaving badly, actions can be taken.

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This holistic vision of a trust that is continuously earned rather than granted once for all access requires a full integration of the entire security ecosystem.

From Zero Trust to Trust While Zero Trust may be the new normal in cybersecurity, in the world of contracts and commercials trust and values have never been more important and never before placed under such scrutiny and discussion.

Daily, I see for myself that the physical security sector is full of amazing people. Many arrive in the sector after unsatisfying school careers or bad work experiences, looking for a place to belong. A place where their values, their desire to support and protect and make a difference, can find a home.

However, for many, as they climb up the ranks, getting to grips with – and then managing – contracts is an irritating reminder of the unsatisfying environments they escaped from!

My background is commercial law and even for me way back, I was amazed at how unsatisfactory so many contracts are and how unsuited they are to the needs of, well, pretty much everyone. It took running my own law firm to be able to shift the way I created agreements.

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Meantime, across the world so many commercial relationships continue to be documented in a poor and inappropriate way, which often hampers the intended purpose, and while some may spout values, they continue to represent a Victorian paradigm of masters and servants.

Lawyers are pretty geeky about their craft and can get excited when they see a rare innovation in the legal field. Imagine my delight to see a new contractual baby that has been born by the Auckland Council and which it is happy to share with the world.

The baby in question is the Kia Ora Services Agreement. We are talking: • Value and values driven • No legalese • No boilerplate • No interpretation section • Simple Values Led The Auckland Council team made me laugh when they said that they had used their new agreement template on the legal profession, when tendering out Council legal services recently to the big end of the legal world.

Audacious move, but who better to test drive this new approach on.

“The contract provided to us as an external legal partner (based on the Kia ora Agreement) was a breath of

fresh air – plain language, outcomes focused, value and values-led,” said Nick Wilson of Simpson Grierson, one of the successful tenderers. “The kaupapa/purpose statement on the front page of the contract sums up the approach: Legal Services helps Council “do the right thing, the right way”.

You’re part of making that happen, using integrated working behaviours to deliver seamless, high quality services to clients, and helping activate our Māori outcomes, diversity and inclusion and sustainability goals.

“What I particularly noticed was the meaningful effort that had been made to incorporate te reo Māori into the contract, which is a leap forward compared to most NZ legal template contracts,” he said. “This should act as an incentive for users of the contract to embrace use of te reo Māori more substantively.”

Bram van Melle, Manager, Projects & Transactions Bram was the champion of this project. Describing it to his Council colleagues, he said that it was a genuine team effort.

“The Communication department asked what we’d say if we only had one page, and the first thing was ‘welcome aboard’ so the ‘Kia ora’ name suggested itself. Ngā Mātārae, our Māori Outcomes Directorate, was NZSM

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fantastic with some real ‘challenge thinking’ on relationships.”

“Putting the content in peopleoriented themes lent itself to the use of whakataukī in each section,” he said.

“And bringing the focus back to the ‘big three’ of what we’re buying, how we’re paying, and how we measure success is right at the top of Procurement’s bucket list. Definitely a better-together exercise, we’re pretty stoked”.

Suppliers from across the whole spectrum of goods and services used by Council will get to see this agreement for themselves over the coming months, as new contracts get issued for negotiation.

One of the previous agreement templates was 15 pages long with small type. This one is down to a third of the size of the original and many of the new words are English versions of the new Te reo language.

Towards a New Relationship WorldCC (previously IACCM – the International Association for Contract and Commercial Management) has, for the past 20+ years, been advocating for the reframing of the role of contracts as frameworks for relationships. They have also been stressing the importance of a greater focus on the desired outcomes and not so much on the 40

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inputs (which themselves needed so much contract small print).

With this new form, expect to see more focus on, and clarity from, the tailored sections. These sections will now probably include more focus on a purpose statement, anchoring the contract to outcomes and desired achievements and more clarity around keeping the work and relationship on track.

I went hunting for some of the old chestnuts to see how these are now dealt with. Public Liability and Professional Indemnity Insurance cover amounts are often an issue for SMEs. Too often they are hard wired into agreements with fixed amounts which are excessive when the risk and fairness is considered. With this new approach those insurance cover requirements are considered on the front page. SMEs should be better placed now to have a discussion with their Council counterpart about what is necessary and fair, rather than trying to resist fixed Ts&Cs controlled by someone in a lofty office!

As a person who wears many hats, I have a few conclusions. With my lawyer hat (wig?) on I think this is a great leap forward; with my cyber helmet on, it is nice to see values featuring so highly in this Zero Trust world; and

with my commercial management cap on, I think this is a great move towards reframing contracts with Council as frameworks for relationships.

With my Pollyanna bonnet on, I would like to see the next iterations of this template include provision for recognising the values of the suppliers and some of the principles of good supplier relationship management around being a good and better customer and recognising the importance of balance in every relationship.

One of the things we saw from Government during the past two years of COVID-19 disruptions was a better recognition of the critically important part suppliers play as extensions of their customers and parts of their teams. In Australia, the Government talks about industry as a fundamental input to capability. In New Zealand, over the last two years we saw evidence of this in excellence awards to industry.

With so much global focus on supply chains , mutual dependency between customers and suppliers will continue to grow. This growth means an increasing trend in mutually beneficial outcomes and this new Auckland Council template is a great step in that direction.

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Trish McConnell: Private Security Personnel Licensing Authority Update In a recent NZSA and ASIS NZ Chapter webinar, the PSPLA Chair talked security licensing, COVID, omicron, how the PSPLA has been responding to the challenges of now - and looking to the challenges of the future.

In the 21 February webinar, PSPLA Chair Trish McConnell discussed the work of the Authority, the issues that have arisen during COVID lock downs and what is being done to address them. It was also an opportunity to gain tips and advice on navigating the PSPLA application, objection and emergency appointment processes.

Trish McConnell heads the Private Security Personnel Licensing Authority and the Licensing Authority of Secondhand Dealers and Pawnbrokers. She was previously chair of the Weathertight Homes Tribunal and the Tenancy Tribunal.

Trish has also worked as a Barrister specialising in alternative disputes resolution and as a Lawyer, both in private legal practice and with Community Law Centres.

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Trish is an Australasian specialist, speaker and author on a wide range of tribunal issues. She is also the chair of the Licensing Authority of Secondhand Dealers and Pawnbrokers and has previously chaired the Weathertight Homes Tribunal and the Tenancy Tribunal.

The following is an abridged transcript of the first half of her talk.

The second half will be covered in the June issue of NZSM: Effectively, the PSPLA is both a registration board and a disciplinary body. We are given the authority to do what we do by the Private Security Personnel and Private Investigators Act and the supporting regulations made under that Act, and it somewhat conscribes what we can do as well. So we’re restricted in somethings we can do and in making some changes, but there are other things it gives us the power to do.

Under the Act, our stated purpose is to ensure people offering security and investigation services for hire are suitably qualified to carry out their work, and to not behave in ways that are contrary to the public interest.

Most of the work of the PSPLA is around processing and making decisions on applications for Certificates of Approval (CoAs) and licences, and that includes the objections that the Police make, and dealing with applications for temporary certificate, dealing with emergency appointments, and more recently issuing exemptions in certain circumstances.

We also deal with complaints against licence and certificate holders, we maintain the registers of licence and certificate holders, and we have a role in liaising with people from the security industry and stakeholders (and an educational role, such as this webinar), and with the Police.

As all of you working in the security industry know, the onset of COVID, lockdowns, levels and traffic light settings has significantly increased and complicated your work and in turn our work. With the initial lockdown, things were relatively quiet, but since then things have been very busy.

In terms of applications for CoAs, licences and renewals, the 2020 year was our busiest year on record apart from the first year that the PSPLA was April/May 2022

set up, and the 2021 calendar year was even busier – we handled over 11,000 applications – and almost 12,000 last year.

Even prior to COVID happening it was identified that there was going to be a shortage of security staff in New Zealand, and particularly in the Auckland area. At that stage, this identification was made because of the big events – conferences and sporting events – that were scheduled.

I remember Gary [Morrison] telling me two and a half years ago that we were probably 2-3,000 people short in relation to security personnel in New Zealand for ongoing needs.

Those events haven’t happened, but what’s happened is that COVID has occurred. This has impacted particularly in the classes of crowd controller, property guard and personnel guard.

In terms of CoAs, it’s increased [demand] significantly in the past two years – and that’s primarily because of COVID. The number of temporary CoAs has increased substantially as well, and we’ve also had a big increase in the number of objections and complaints filed.

In terms of objections, part of it’s been caused by the fact that there’s been more applications filed, but I think more significantly is the fact [that the proportion of objections has increased]. I suspect that you are often April/May2022

recruiting staff that are more marginal and more likely to fail criminal history checks, and the Police object to them.

The number of objections has more than doubled since 2019. I think the other reason why objections have increased is because together with the Complaints Investigations and Prosecutions Unit which is based in the Department of Internal Affairs, we do investigations from time to time into people who are working without certificates or licences.

We’ve [also] done quite a bit of work with Police in terms of what’s required and what they need to do in terms of objections and complaints, because only the Police have the right to object to certificates. Those two combined things have increased the level of objections.

Complaints have also increased significantly. Primarily, it’s complaints from members of the public that have increased. The other thing that has increased is prosecutions against people working without certificates and licences. There’s been three or four in 2019 that went through to hearing and conviction, and there’s about five in process at the moment.

As well as a substantially increased workload, the other challenges we’ve faced both within the security industry and within the PSPLA is that the lockdowns have reduced staff numbers available to us, although our staff were

some of the few who continued to work onsite during the first lockdown.

As you are aware, there was an increase in the need for security guards on an urgent basis, and that has continued on through different levels. Changes in settings and the introduction of MIQ has meant that new security guards have needed to be employed urgently.

Combined with that, at least during the initial lockdown, Post Shops closed – and then again during the extended lockdown in Auckland towards the end of last year. With Post Shops closing, badges couldn’t be picked up. That created issues that required workarounds.

During the first few lockdowns, access to training was reduced. While there were more online options available, they couldn’t always be accessed by some people. Combined with that, we had issues of Police being reassigned from doing licensing work to working in other areas and then filing objections very late.

I issued protocols within the Ministry of Justice prior to the initial lockdown, and had PSPLA recognised as an essential service during lockdowns to ensure that case managers could continue to operate and we could continue to do the essential work, which we prioritised at that time as issuing new certificates, issuing temporary certificates of approval, NZSM

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issuing emergency appointments and extensions and getting badges printed and out to people.

We managed to do that throughout the lockdowns, although there were delays with getting badges out. What we did at that stage was get all id badges sent into the PSPLA offices from the printers, and get them sent back in from the Post Shops around the country who had been holding onto them there while they were locked down, and then we posted them out to people. Unfortunately, not all people’s addresses were current, but we got through that.

I also accepted lockdowns and changing levels as reasons for emergency appointments, so we had a substantial increase in numbers of emergency appointments. Last year at one stage during a lockdown we processing 20 or more emergency appointments a day.

I also introduced an exemptions certificate that exempted people from wearing their ids until they received

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their official id, especially during the first lockdown when it took some time to get badges printed and sent out. We did that so people could start working before they got their badges – and not have to wait for sometimes three or four weeks.

The other thing that was allowed during the initial lockdowns was temporary Certificates of Approval if people weren’t able to get their training done due to lockdowns.

We have continued on with some of the changes that were introduced during the initial lockdowns. One of those is that CoAs and badges are no longer being delivered to Post Shops but are being posted out directly from the printers.

At the moment we’re still in the trial stages of that, but since last December all badges have been posted out by the printers. The contract we have with the printers is that they should be posted out within 48 hours of being notified that the badge has been approved.

With temporary CoAs, the application will come in to the Authority and is automatically sent off for a criminal history check and police check. The day following the application being received the criminal history check comes back and if it’s passed the temporary CoA will be issued. It will then go off to the printers, the printers will print the badge and then two days later it gets posted out.

In theory, it’s meant to arrive within three days of it hitting the post. I know this isn’t always happening. Before, it was taking two to three weeks from CoA approval to pick-up from the local post office. Now it is usually three days from when application is filed to when it is put in the post.

Other changes are being made to formalise that process. Changes to the [application] form will allow two email addresses [to be listed] in the application forms so that the applicant can have their personal email address for communication that needs to go to

April/May 2022

them directly, and also their employer’s email address – if you as employers or managers are filing applications on behalf of people and you’re wanting to get the receipts back (if you’re making the payments and you’re wanting to get confirmation of whether things have been approved).

We’re changing the forms to allow two email addresses so that we can notify employers that are filing on behalf of new security guards, and we’re also including a section on the forms so that the applicant can nominate the address to which the badges are to be sent. So, in some cases, it may be preferable for badges to be sent to the security company who is going to engage the security guard rather than to a home address.

The other change that has recently been made is that the administration of the PSPLA has been centralised into one central team rather than spread across different parts of the Ministry.

We had for some time recognised that there were things falling though April/May2022

the crack between the central processing unit that dealt with the initial applications and PSPLA case managers who processed them. Putting it all into one centralised team will mean that it will be less likely that applications will fall though the gaps.

It’s also less likely that there will be delays because people will be aware of what’s happening, and the same processes will be followed. This should give a better service to all of you who are dealing with the PSPLA on a regular basis.

Of course, omicron coming along has been upsetting this with the need to back up for staff isolating, etc.

In terms of omicron, you will be having significant demand for new staff because of new work created by the onset of omicron but also because staff members are having to isolate with no notice.

The same thing is potentially happening at the PSPLA, and so we’ve had to future proof what we’re going to do if one of our staff tests positive –

how we’re going to continue to operate, what priority work will get done and who is going to do it.

One of the ways of doing this is working in two teams so that some people can work from home and some can work at the office, so that you’ve only ever got one team that’s having to self-isolate.

We’ve also got access to IT so that people can work from home. Most people can continue to case manage if they have a computer and access to the Justice system. We are hoping we will be able to continue to provide services more or less as normal in terms of processing applications for certificates and licences and dealing with the other work that comes in on a regular basis.

If there are significant issues because of lack of availability of workers, I will be prioritising priority work to ensure that that gets done, and through the NZSA letting people know – and placing protocols on the website – if there are significant changes.

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