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Why small may be the new big for government access control providers by Robert Laughlin, President, Galaxy Control Systems Access control conglomerates have undergone a lot of changes, with some being formed by combining smaller companies, and others being dissolved with individual companies re-emerging. This has been interesting to watch, particularly for independent access control companies in the market. With this in mind, end users must take a hard look at the potential ramifications of dealing with large companies versus small/ medium-sized providers. Access control systems require ongoing service and support to ensure continuous and reliable operation, and small/medium providers are well-positioned to excel in these areas because of their focus on both technology and customer relations. With government customers, all access control companies must be knowledgeable about and mindful of GSA schedules and the regulations and requirements that apply to particular entities. That’s why providers in this space must have security-cleared personnel on staff to help navigate these waters. Beyond that, there are a number of areas where small/medium companies are uniquely positioned to outperform larger companies. Innovation Every government facility and installation is unique, even facilities built using the same construction and design models. Unfortunately, off-the-shelf access control solutions rarely provide the versatility individualized installations require. Customization poses challenges for larger companies, who typically leave that task to installing dealers or end users’ in-house technicians. Given the high stakes of government security, it’s difficult to argue that this 16 seat-of-the-pants customization is ideal. Small/medium providers, however, thrive on customization and focus on catering to customers’ specific needs. To compete against large companies’ marketing budgets and sophisticated sales pitches, smaller providers must innovate with new solutions and remain conscious of customers’ investments in legacy technologies. New solutions that address longstanding problems and integrate with legacy and future deployments are innovative; rip-and-replacement solutions are not. Personal connections All customers want to feel that their provider understands their needs and can connect with them, particularly government clients, who have very specific procurement and purchasing requirements. All providers working with government entities retain employees who understand these nuances, but only smaller companies can provide
deeper, more personal relationships with someone who “speaks the language.” Interestingly, large companies often invest heavily in emulating these relationships that come naturally to smaller companies. Communication Today, personal connections seem to be scarcer than ever. The barrage of 24/7/365 communications certainly contributes, creating greater demands on people’s time. This is a challenge for larger companies, where the volume of internal interactions further hinders timely response to important issues. Delays are unacceptable for government agencies, especially those tasked with highly sensitive or missioncritical operations that cannot be interrupted while waiting for a callback. Smaller companies have clearer and more direct lines of communication that enable faster response. Generally, whoever sold the system supports their customers and can spend more time communicating with them. Delays compromise security, so customers deserve a go-to person they can rely on when they need them most – typically when something goes wrong and requires immediate attention. Timely decision-making Decision-making tends to move slowly for large organizations, which comprise numerous levels of hierarchy and specialized roles that require authorized personnel to collect and review data before taking action. Again, delays are not a viable option in the government space. For smaller companies, reporting paths to decision-makers are shorter, enabling faster resolution of critical issues. Executive involvement Large companies’ top-level executives make decisions that affect customers, often without direct involvement with those customers or everyday management issues. The opposite is true of small/medium companies, where upper-level management normally has personal interaction with customers and is aware of trends and issues that impact technology. Access to ownership 17 There are big differences between working directly with the owners of a small/medium company and dealing with employees at larger companies. Owners want a customer for life – not just a single sale or project – and will work hard to ensure satisfaction. This often creates a top-down corporate culture of providing superior service, support and satisfaction, which big business strives to emulate. Large access control providers play a major role in the continued development and evolution of advanced access control technologies. But technology is just one part of the equation. A combined focus on technology and customer service allow smaller companies to provide the high level of ongoing service and support crucial to ensuring reliability and performance of access control systems long after the sale. The key is to remember that big is not always better and that success and growth don’t mean a company has to become or even act big. A personal touch and access to management and ownership allow small/medium companies to treat every customer like they’re the biggest customer. As a result, the fast response and quick resolution provide government and other end users with the level of service and reliability they should expect from an access control partner.
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