Screen Reader Mode Icon

Question Title

* 1. Please provide the following information

Question Title

* 2. Which Monitoring Center of the Year category are you entering?

Question Title

* 3. INTEGRITY, PROFESSIONALISM, AND ETHICAL CONDUCT - The Monitoring Association ("Association") recognizes the importance of upholding the highest standards of integrity, professionalism, and ethical conduct within our industry. The Association's “Monitoring Center of the Year” awards are designed to recognize and celebrate excellence and outstanding achievement. Award recipients serve as representatives of the industry's values and as role models within the alarm monitoring industry.

Accordingly, Applicants (including officers, directors, and other individuals with control) must not have had adverse findings of fraud, dishonesty, misleading practices, or other unethical conduct in their business or professional activities by any court, regulatory agency, or licensing body within the three (3) years preceding the application date

If you are unsure you can provide this confirmation, please provide full details below along with any information that demonstrates why such matters should not be considered "adverse disciplinary or legal rulings" within the meaning of the award eligibility requirements. You may include information regarding the nature of the proceedings, outcomes, whether the matters involved ethical misconduct or regulatory violations, or other relevant circumstances that support your position that the matters do not constitute disqualifying adverse findings.

Question Title

* 4. COMPANY OVERVIEW [5%] - Provide an overview of your company, with a focus on providing professional monitoring services. For example: what do you consider your mission and core services; what are your primary areas of expertise; what distinguishes the services you provide?

Question Title

* 5. HUMAN CAPITAL / WORKFORCE PRACTICES [12%] - Your company’s excellence is dependent upon your employees. How do you focus on workforce excellence and invest in your employees? Provide a detailed overview of new-hire training as well as job related continuing education. Explain how your company evaluates employee performance and outline the ongoing training programs that support continuous skill development and operational excellence. What best practices do you have in place to improve employee retention. Do you have employee programs to assist with wellbeing issues such as financial counseling, career counseling, etc

Question Title

* 6. EMPLOYEE RECOGNITION [8%] - Explain your center’s approach for recognizing employee excellence in areas of productivity, Q/A scores, attendance, etc. Provide information on any employee referral programs and retention bonus programs.

Question Title

* 7. ALARM MONITORING CENTER - TECHNOLOGY AND INNOVATION [10%] - What distinguishes your company as a technology leader with respect to alarm monitoring center innovation? How do you use technology to improve your customer experience? What technology deployments improve the efficiency and accuracy of routine, as well as alarm event actions performed by monitoring center operators.

Question Title

* 8. ALARM MONITORING CONTINUITY [12%] - Explain your company’s risk mitigation strategy to provide high availability uninterrupted monitoring services to your customers. Include at a minimum as is applicable, crisis management planning, resiliency, failover/redundancy implementation, disaster recovery and restoration of services. With respect to cyber-security, outline the measures you take to maintain a secure operating environment, without disclosing confidential or sensitive information.

Question Title

* 9. FALSE ALARM REDUCTION [10%] - Provide details of your standard operating procedures that are in place to reduce calls-for-service to public safety, to include both human and/or technological solutions. Include specific information of technological innovation to reduce false alarms, that are not described in the “TECHNOLOGY” question. Describe your methodology for identifying habitual accounts and corresponding remediation. Has your company adopted the TMA-AVS-01 standard? What are the primary metrics and/or Key Performance Indicators you measure to continually reduce false alarms? For the last 3-5 years, provide detail of improvements to our clearance rate (clearance rate is defined as the percentage of alarm signals that do not generate a call for service to public safety.)

Question Title

* 10. COMPANY WIDE - TECHNOLOGY AND INNOVATION [10%] - To improve companywide business operations, do you use business intelligence, data analytics and/or other best practices? How are metrics from alarm monitoring, sales, service, marketing, and finance collectively analyzed to streamline and improve overall business operations.

Question Title

* 11. COMPANY AND MONITORING CENTER ACCREDITATIONS [5%] - List the accreditations you hold, such as UL listings, ISO, Five Diamond, SOC, etc.

Question Title

* 12. CUSTOMER RELATIONS [10%] - What programs are in place to engage with your customers? What means do you use to solicit customer feedback on the services you provide to them? What are specific examples of “Voice of the Customer” feedback that your company acted on, to improve customer service, business operations and/or monitoring center services. An example of customer driven improvements may be similar to “on hold” metrics.

Question Title

* 13. PUBLIC SAFETY RELATIONSHIPS [8%] - What activities do you participate in that further your company’s as well as the alarm industry’s relationship with local, state or national public safety entities?

Question Title

* 14. INDUSTRY ENGAGEMENT [5%] - What industry associations do you belong to? Describe your participation level. Do you participate in the creation and maintaining of American National Standards that impact the alarm monitoring industry.

Question Title

* 15. COMMUNITY INVOLVEMENT [5%] - How does your company give back to the community? Describe your company’s involvement in community initiatives, partnerships, or outreach programs. What volunteer efforts, charitable contributions or civic engagement do you support?

Question Title

* 16. ADDITIONAL INFORMATION

Question Title

* 17. Optional: You may upload a PDF or image to accompany your application. (File size limit is 16MB)

0 of 17 answered
 

T