creative solutions | protection 1 security

Creative SolutionsT O A C H I E V E Q U A N T I F I A B L E I M P R O V E M E N T S

T H E P R O T E C T I O N 1 P L E D G E

At Protection 1 our employees and their motivation set us apart.

We relentlessly focus on the customer experience—delivering what

the customer wants, when they want it—keeping our promises and

compensating our employees on customer satisfaction. Because

our employees know they make a difference every day, you receive

their best. And while we deliver innovation to make life better, we

never lose sight of the fact that we are in the life safety business.

We take our commitments seriously. The combination of advanced

technology, high quality service and the passion of our employees

make Protection 1 a better choice for you.

Timothy J. Whall Chief Executive Officer

W E H E A R Y O U

Our senior management actively engages in Your Voice research

sessions. Each session runs from 60 to 90 minutes in length. National

account security managers are encouraged to share their “pain points”

along with views on what a security provider must do to meet or

exceed expectations. We continually test new product and service

concepts in these sessions. This brochure contains quotes and

comments taken from these interviews.

Being the customer should be easy, right?“ I think ‘partner’ is overused. I’m looking for a company that remembers I’m the customer.”

“ Protection 1 made our transition easy. They took the time to ask, listen, plan and communicate.”

S O M E T I M E S T H E G R A S S I S G R E E N E R .

Our job is to make a customer’s demanding job easier with:

• A full account audit and review to create transition plans that work with what you currently have, don’t interrupt your business and save you money

• Same day service that is the rule and not extra

• A Tech TrackerSM feature that lets you know about each technician’s training and timing

• One phone number that lets you reach your P1 team directly without transfers or auto attendants

• Local management who receives the biggest component of their pay based on national account satisfaction—they understand that you are their customer

• A 1 Touch Center that gives a team accountability over your entire account, right down to accurate billing

Easy

Product Inventory

Do you know where your equipment is?“ I needed a camera repaired and didn’t know which vendor to call!”“ Product management is a daily headache for us.”

“ I absolutely love this! The benefits are huge for my company.”

— RE SPON D E N T RE ACTION TO PROD UCT IN VE N TORY

P R O D U C T I N V E N T O R Y

Multiple sites and vendors or acquisitions make it hard to manage, plan and budget for a security program.

You can proactively plan and budget for maintenance, upgrades or replacements.

• What equipment is installed where, down to the location at your site

• Warranty periods

• Expected product life

Our approach to product inventory lets you know:

Ultimate Security Provider

What does the ultimate security provider look like?

Protection 1 not only cares about delivering on the basics, but giving the transparency to see for yourself.

AS K ABOUT OUR 1 RE P ORT >

A L W AY S B E B R I L L I A N T W I T H T H E B A S I C S

• On-time installations

• Quality installations

• Local branch responsiveness

• Timely service

• Accurate billing

On-time Install Score Chart

Quality Install Score Chart Timely Service Scores

“ The Protection 1 mindset demonstrates to a willingness to go above and beyond for the customer.”

5.04.9

4.6 4.8

4.6

4.8

4.7

Q1 Q2 Q3 Q4

70%

80%75%

83%500

400

300

200

100

100

80

60

40

20

Q1 Q2 Q3 Q4

Within 24 hrs: 84.3%Within 48 hrs: 91.9%

6 1 R E P O R T C O N F I D E N T I A L A N D P R O P R I E TA R Y

Total Intrusion Alarms Received by QTR

RESPONSE & NOTIFICATION

NATIONAL ACCOUNT CUSTOMER A P R I L 1 , 2 0 1 1 – J U N E 3 0 , 2 0 1 1

INCIDENTS

# OF

SYSTEMS

Total Life & Property Alarms Received 1985 805

Total Intrusion Alarms Received1719 721

Total Fire Alarms Received3 3

Total Hold-up/Duress Signals Received 263 185

Total Medical Signal Events Received 0 0

Total # Intrusion Events with No Answer

to Contact List Calls 2346 535

Total # Police Dispatch Requests958 543

Total # Fire/Ambulance Dispatch Requests 5 4

Total # Guard Dispatch Requests18 11

NATIONAL ACCOUNT MONITORING ACTIVITY (continued)

Average Incidents per System per Month

Intrusion Alarms by QTR

Dispatch No Answer

Total Fire Alarms Received by QTR

Life and Property Alarm Operator

Response Time by QTR, in Seconds

Operator Response Goal = 30 Seconds

0

500

1000

1500

2000

2500

Q3 2010 Q4 2010 Q1 2011 Q2 2011

0.00

0.25

0.50

0.75

1.00

1.25

1.50

Q3 2010 Q4 2010 Q1 2011 Q2 2011

0

5

10

15

20

25

Q3 2010 Q4 2010 Q1 2011 Q2 2011

0

500

1000

1500

2000

Q3 2010 Q4 2010 Q1 2011 Q2 2011

0

1

2

3

4

Q3 2010 Q4 2010 Q1 2011 Q2 2011

7

P R E PA R E D E XC L U S I V E LY F O R N AT I O N A L A C C O U N T C U S T O M E R . C O N F I D E N T I A L A N D P R O P R I E TA R Y

RESPONSE & NOTIFICATION

NATIONAL ACCOUNT CUSTOMER A P R I L 1 , 2 0 1 1 – J U N E 3 0 , 2 0 1 1

INTRUSION AND FIRE ALARMS Top 5 signal activity locations (descending # order)

Name

Location Number

Street

stnedicnIpiZetatSytiC

sserddA

% ofTotal

National Account Customer 00835 223 CHERRY STREETMEMPHIS

LA 8311822 1%

National Account Customer 02465 410 POPLAR AVENUE SOUTHHOUSTON

NE 47084 18 1%

%16101175YNOTNEMARCAS

DAOR TUNLAW 112186720remotsuC tnuoccA lanoitaN

National Account Customer 02035 5758 SW CEDAR LANENEBRASKA CITY KS 17119

13 1%

National Account Customer 00551 694 W WILLOW BLVDKENTUCKY TN 58351 12 1%

FORCED SYSTEM ARMINGS Top 5 locations (descending # order)

Name

Location Number

Street


sserddA

% ofTotal


LA 831185 6%


NE 47084 5 6%




3 4%

National Account Customer 00551 694 W WILLOW BLVDKENTUCKY TN 58351

1 4%

POLICE/FIRE/AMBULANCE/GUARD DISPATCHES Top 5 locations (descending # order)

Name

Location Number

Street


sserddA

% ofTotal


LA 8311858 6%


NE 47084 44 4%




38 4%

National Account Customer 00551 694 W WILLOW BLVDKENTUCKY

TN 58351 35 4%

NO ANSWER TO INTRUSION INCIDENTS Top 5 locations (descending # order)

Name

Location Number

Street


sserddA

% ofTotal


LA 8311839 2%


NE 47084 27 1%




22 1%

National Account Customer 00634 694 W WILLOW BLVDKENTUCKY

TN 58351 22 1%

Response & NotificationInstallation

Field ServiceBusiness Report

2 N D Q U A R T E R , 2 0 1 1

REPORTN A T I O N A L A C C O U N T S E C U R I T Y B R I E F I N G1

Maintenance Rewards

How can a maintenance plan pay you back?“I want a check and balance system for my stores that can just request service.”

“How do I really know if my maintenance plan delivers the right value?”

“ Now this makes sense to me.”

— RE SPON D E N T QUOTE TO MAINT ENANCE RE WARDS

M A I N T E N A N C E R E W A R D S S M

An industry first for national account maintenance: • Aligns customer objectives with their P1 team

• Helps even out costs from month to month

• Pays you back when it’s not fully spent

Tech TrackerSM

Where’s your technician?

T E C H T R A C K E R S M

• Local offices or store management are notified of each service call date and time

• A technician name, picture and qualifications are sent in advance

• A notification is sent when your site is the next call

• Easy email communications

• No more guessing who will show up, when—and if they are qualified

“So the guy finally shows up and has no idea how to service my system.”

“I want to know who is coming, when they’re coming and what they did.”

Video Solutions

Video Solutions“ All businesses are looking for ways to increase return on investment.

Video services can help, but only when done right.”

We keep an eye on things, to keep your business running smoothly.

Let us help to turn your video investment into an operations tool that provides added business intelligence and reduces expenses.

• Remote video sessions with interactive two-way audio in response to site events

• Optional reports of service performed are emailed with links to related video

• Health monitoring of onsite video equipment with proactive service response

• Remote relay capabilities to open gates and doors to authorized individuals

Dashboards

Dashboards“ If we could just get a heads-up of potential problems

automatically, it would help tremendously.”

D A I LY A C T I V I T Y A L E R T S

Our Daily Morning Dashboards let our teams proactively manage your account versus just reacting.

• Your 1 Touch Center team monitors data on a daily basis, determines issues that need to be addressed proactively, and investigates outliers

• Receive your own “daily alert” via email for a quick “at a glance” review of your security program with no need to log in and run your own reports

• Any red or yellow flags can easily be accessed for more detail via eSuiteSM

Dashboard Emails Benchmark Reports

Stream MonitoringSM

How important is data?

S T R E A M M O N I T O R I N G S M

• eSuiteSM gives you access to your data when you want it

• 1 REPORT delivers a quarterly overview of key stats and insights

• We create customized reports that provide an “at a glance” read on performance or issues

• We leverage data to proactively manage your account

“I want to partner with a vision-minded company, not a product-centric company.”

“I get sales data every day. Why can’t I get security data the same way?”

1 REPORT eSuiteSM

1 Point of Contact

How important is “one point of contact?”

O U R A P P R O A C H

We took the best practices we acquired over the years to create an organization that thinks and acts differently by:

• Focusing on key metrics to drive customer satisfaction

• Physically locating teams together for better communication

• Structuring core teams around individual national accounts to handle all details for that specific account

• Creating local level engagement and ownership by aligning compensation with national account satisfaction

• Using data and insights to be proactive and accountable on each client

• Always answering the phone with a live person who knows about my account

“ Even with one point of contact, when I called I would get transferred from one department to the next trying to get an answer.”

1 Touch Pod

Benchmarking

Is data your friend or just sitting there?

B E N C H M A R K S T H A T M A T T E R !

Our management team has participated in Six Sigma training and helps customers make sense of data.

Benchmarking is a valuable tool to enhance security program performance:

• Uncover issues associated with quality of installation, service calls or equipment

• Identify outliers regardless of their location

• Show trending to determine performance improvement

• Get a handle on false alarm issues

Benchmark Reports

“I need a tool that shows our trends, and how we compare to peers.”

Local Offices National Resources Personal Service

CORPORATE HEADQUARTERS

F IELD OFF ICES

MONITORING CENTERS

Minneapolis

TopekaKansas City

St. Louis

Chicago

Denver

Seattle

Portland

SacramentoPleasanton

San Jose

Pensacola

Atlanta

West Palm Beach

Jacksonville

Orlando

LongwoodTampa

Nashville

Birmingham

Memphis

Knoxville

Gaylord

Detroit

Cleveland

Columbus

Cincinnati

Indianapolis

Louisville

Oklahoma City

Dallas

McAllen

Salt Lake City

Albuquerque

Tucson

Phoenix

Las Vegas

Riverside

Visalia

San Diego

Orange CountyLos Angeles

Houston

Gulfport

New Orleans

Austin

San Antonio

El Paso

Wichita

Miami

Savannah

Greenville

Charlotte

GreensboroRaleigh

Baltimore

Philadelphia

New JerseyLong Island

Manasquan

Connecticut

AlbanyBu�alo

Portland

BostonManchester

RichmondLawrence

Cypress

DI SAST ERRECOV ERYC ENT ER

NAT I O NAL ACCO UNT C ENT ER

It’s not what we think— it’s what you think that matters to us.

“ A security provider you can count on.”— M E D I C A L N O N - P R O F I T, 70 0 LO C A L C H A PT E R S

“ Protection 1 has excelled in all required categories—service, pricing, equipment and installation quality.”

— R E TA I L C H A I N , 2 0 0 LO C AT I O N S I N 1 0 STAT E S

“ We chose Protection 1 and we are very happy with our decision.”

— P E R S O N A L T R A I N I N G & F I T N E SS C E N T E R S , 4 2 5 U. S . C LU B S

“ A national vendor that is able to support our franchisees, and the installations are on time, every time.”

— Q U I C K S E RV E R E STAU R A N T F R A N C H I S E , 5 4 LO C AT I O N S N AT I O N W I D E

“ I was dealing with issues that took my attention away from our business. Protection 1 looks at my data exceptions daily—something I didn’t expect—to help improve our operations. Now I can focus on other things.”

— S EC U R I TY D I R EC TO R R E TA I L O P E R AT I O N S , N AT I O N A L F I N A N C I A L S E RV I C E S O R G A N I Z AT I O N

“ Protection 1 has professionally and seamlessly enhanced and improved our security systems.”

— M A N U FAC T U R I N G A N D SA L E S , 3 1 SA L E S O F F I C E S

“ When we discussed our customized reporting needs, we found ourselves more handicapped by our mindsets rather than limitations from the Protection 1 IT Department.”

— G LO B A L FO OTW E A R M A N U FAC T U R E R , W H O L E SA L E R , A N D R E TA I L E R

Here are just a couple reasons why we’re a better choice for you...

(800) 494-2197 www.Protection1.com

©2011 Protection One Alarm Monitoring, Inc. Licensing Information. AL: Electronic Security Board of Licensure, 7956 Vaughn Road, Suite 392, Montgomery, AL 36116, Telephone 334-264-9388. 643, 533, 744, 1018, 28211, A-0106 AR: Arkansas Board of Private Investigators and Private Security, 1 State Police Plaza Drive, Little Rock, AR 72209, 501-618-8600. E97-122 AZ: ROC190246 CA: Alarm company operators are licensed and regulated by the Bureau of Security and Investigative Services, Department of Consumer Affairs, Sacramento, CA 95814. CONTRACTORS ARE REQUIRED BY LAW TO BE LICENSED AND REGULATED BY THE CONTRACTORS’ STATE LICENSE BOARD WHICH HAS JURISDICTION TO INVESTIGATE COMPLAINTS AGAINST CONTRACTORS IF A COMPLAINT REGARDING A PATENT ACT OR OMISSION IS FILED WITHIN FOUR YEARS OF THE DATE OF THE ALLEGED VIOLATION. ANY QUESTIONS CONCERNING A CONTRACTOR MAY BE REFERRED TO THE REGISTRAR, CONTRACTORS STATE LICENSE BOARD, P.O. BOX 260000, SACRAMENTO, CA 95826. ACO-3717, 626615, ACB 4570, ACB 4571, ACB 4572, ACB 4573, ACB 5039, ACB 5052, ACB 5054, ACB 5292 CT: 185782 DE: 1998200138, 97-54, CSRSL-0029 FL: EF20000524 GA: LVA205766 IA: AC-0082, AI-0310 ID: SC-21391 IL: 127-001000, 128-000113, 128-000151, 128-000115 LA: F713 ME: MC60018702 MD: 03371885, 107-1603 MA: 7066C MI: 3601205122, 3602203841, A-0378, 5103229 MN: TS00502 MS: 15007478, 15007925 MT: 162, 299 NV: 0031668A, F189 NM: 58345, 08-0040 NJ: P01008, 0095786, BF 000354 NY: Licensed by the NYS Department of State. 12000261120 NC: 1285-CSA, 24466-SP-LV, BPN 001777P6 OH: 50-18-1493; 50-18-0003, 50-25-0001, 50-31-0001 OK: 621 OR: CCB116325, 34-428CLE PA: PA003926 RI: 9775 SC: BAC 5097, FAC 3162 TN: 638, 641, 642, 697 TX: Complaints can be filed in Texas with the Texas Commission on Private Security, 5805 Lamar Blvd., Austin, TX 78752. ACR-1637, B-08690 UT: 330634-6501 VA: 11-2533, 2705, 105226A WA: PROTEO022K2, PROTEOA033BP, 601 354 926 WI: 600-0000181681-01 WY: LV A 17 9/11

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