News Release October 3, 2006
Amano, Inc. Completes Industrial Time & Systems, Inc.
Acquisition Provides Full Portfolio of Products, Service and Support October 3, 2006, Roseland, NJ – Amano, Inc. USA, Inc., a subsidiary of Integrated Technical Systems, Inc. Cincinnati, Inc., a market leader in parking, time & attendance and access solutions, today announced the acquisition of Connecticut-based Industrial Time & Systems, Inc. (I-T-S). The acquisition, which was finalized on Sept. 29, 2006, brings together two companies with extensive expertise in delivering parking, time & attendance, and security solutions.

Condominium Parking
Condo Media, September 1997 Page 46

Vendor Corner: Perspective on Service Agreements
Parking To,  2000 Page 42

Strategic Alliance Announcement
Amano, Inc. is pleased to announce the strategic alliance between Amano, Inc. Software Engineering (ASE USA, Inc.) and one of its premier parking systems integrators, Industrial Time & Systems Inc.

Condominium Parking
Parking control has become a huge issue in condominium living over the past decade. One of the biggest challenges revolves around the fact that any type of security—even that of simply controlling the flow of cars through common grounds—creates inconvenience for residents and visitors alike. Each individual community must determine it’s own balance between speed, convenience, security and information in a parking control system.

Typically, standard barrier gates (the kind with wooden or aluminum arms) provide adequate control to prevent unauthorized vehicles from entering your facility. These gates can be placed across all entrances and exits to your condominium complex. If a higher level of security is required, swing or slide gates can be implemented. Further levels of security can be added in the form of motorized tiger teeth to prevent car theft. However, these options become very inconvenient, and also soar beyond the budgets of most associations. For today’s discussion, we will focus on typical traffic, vehicle and access control.

The real problem is not keeping unwanted drivers out, but getting residents and guests into their homes easily. Several automatic methods of access control are available to accommodate drivers. Using one of these methods may help your association avoid hiring a full-time security guard (depending on location, resident tolerance etc.) Card readers and garage-door-style transmitters—both popular methods— come in several variations with costs ranging from a few dollars per card to $40 or $50 per transmitter. Both cards and transmitters come in a variety of styles, ranging from simple stand-alone units, to integrated programmable systems which can connect to a personal computer, providing sophisticated reports on user activity.

The simplest and lowest initial-cost alternative is a stand-alone card reader, allowing homeowners access on entrance with a credit-card-style badge, and allowing "free exit" through the outbound gate. "Free exit" uses a metal detection loop in the ground just before the gate. When a vehicle drives over the loop, the gate raises and allows the car egress. After the car passes under the gate and off the loop, the gate automatically closes. This loop mechanism can also be used on all entrance gates to provide for automatic closure, and to prevent the gate from prematurely lowering onto a vehicle still present under the arm. Some stand-alone card readers provide a "memory" in the reader which allows programming of individual card numbers. These cards may then removed from the system when the person moves away, or loses their card.

The next level system in terms of convenience uses a standard garage door-type transmitter. Every person driving a car within the association purchases a transmitter which they keep in their car. When entering the facility, the driver aims the transmitter at the gate and presses the button. The gate raises and, similar to the card system, a loop under the gate automatically holds the gate open while the vehicle is present, and then closes the gate after the vehicle enters completely.

For ease of use and speed, the transmitter provides an excellent solution. The downside to the standard transmitter is that all units are the same. When a homeowner sells, or tenant vacates, no method exists to remove their transmitter from the system. This requires periodic re-coding of all transmitters to prevent former tenants or owners from entering the facility.

A Uniquely Keyed Transmitter retains the advantages of speed and convenience, but adds several important features. First and most important, each transmitter can be individually programmed into the system (just like the card system.) This means when an owner sells, or a tenant leaves, their transmitter can be removed from the system. If they turn the transmitter in before leaving, it can then be reissued to a new resident. But if they fail to return the device, you can effectively prevent the now unauthorized person from gaining access to parking within your complex.

Another significant advantage of the Uniquely Keyed Transmitter comes from the printout off all activities which is standard with most systems of this type. You can determine who entered your complex, and when.

Continuing up the ladder, the next rung offers systems which can be connected to a personal computer. When connected to a personal computer, you gain the ability to run detailed reports, and get information on all the vehicle activity within your facility. These reports can tell you who entered, when they entered, which entrance they used, how often they enter, etc.

Many access control software systems come with built in database managers and report generators. You receive the ability to maintain detailed records on all people owning vehicles in your community. Information such as the transmitter code or card number assigned to them, the make, model, color and license plate of their vehicle, as well as a variety of other information. This data can greatly assist in parking management and enforcement. The license plate number of an illegally parked vehicle can be entered into the system to determine the owner of the car. When this is done, the owner can be called using the phone number from the database corresponding to the car.

Almost as important as the residents in your community, the guests and visitors are actually far more difficult to manage. Three basic ways exist to control visitors: 1) by security guard, 2) via standard intercom to a central office or 3) through utilizing a telephone entry system. The security guard method tends to be the most expensive option. Standard intercom works well only when someone is present in the central office. Telephone entry seems to provide the most effective method when 24 hour-a-day visitor access is required without a security guard.

Using a telephone entry system, when the visitor drives up to the entrance gate they dial a code on the units standard payphone-style keypad. The code typically corresponds to resident unit numbers. Translated into a phone number, the code initiates a telephone call to the residents home. When the resident answers, they can speak to the visitor. By simply pressing one digit on their phone (i.e. "5"), the homeowner or tenant can remotely raise the gate to allow the visitor entrance to the complex. Telephone entry provides the key advantages of allowing visitors to speak directly with the resident they plan to visit while allowing the resident to make the decision whether or not to allow the visitor access to the facility.

Many types and variations of parking control systems exist. By working with a professional parking company, you can develop a system to meet the needs of your community, and fit into budget guidelines. If your budget prevents you from getting the system you need, look for a system capable of growing with you. Many parking systems can be implemented in a building block approach. You can start with the basics, and add a few components each year. This approach can help you to get where you want to be, one step at a time.

A Service Agreement on your Parking Revenue Control System can be a tremendous win-win opportunity for both you and your vendor.  Unlike the contract sold at Circuit City for your VCR or Washing Machine, a Service Agreement for your Parking Access or Revenue hardware and software should create a partnership between user and vendor, and enhance the relationship you may already be enjoying. 

In the example of the appliance contract, the store hopes to take your money, ushers you out the door, and then hopes not see you again until you are ready to spend more money on the next appliance.  Conversely, an Agreement with your Parking vendor should create a situation to pro-actively service and care for your system, including regular visits, preventative maintenance, and priority response to your needs.

Parking specialists everywhere spend millions of dollars annually on equipment, software and systems to assist in the management of their parking facilities.  Like a floor sweeper, pick-up truck entire building, or any other major asset which is continuously used, your Parking Control System requires routine maintenance, and periodic fixing, updating, or overhauling.  For many facilities, a Service Agreement may be the best way to protect the investment into your Parking Revenue Control System. 

In the real world people expect to replace PC’s every year or two due to changing technology.  People plan to change oil in their car every 4,000 to 7,000 miles.  People expect their home to require repainting every seven to ten years.  People expect to replace their car between 75,000 and 100,000 miles (or every 3 to 5 years.)  People sharpen the blade on their lawnmower every year.  People take seminars, and go back to school to sharpen career skills.  In short, people understand that the tools of life require periodic, routine and ongoing maintenance. 

In the Parking World we wonder why our gates are hitting cars when they are five years old and have worked for over a million cycles.  In the Parking World, we let PC’s sit in garages for years on end, collecting dust, daily coffee drippings and French Fry grease.  Then we wonder why the hard drive crashed.  After all, it was only four years old.  In the Parking World, the hard drive crashes, and then we call for instructions on how to use the zip drive or tape back-up.

History has proven that well maintained systems will both out-perform and outlast systems which are not routinely maintained, but repaired only after a malfunction occurs.  A typical Parking & Revenue Control System consists of hundreds of components, not just the visible pieces like gates, ticket dispensers, pay & display machines, cashier booths & fee computers.  The components inside these major items actually make all the pieces work together to provide the seamless control required to successfully operate and control a parking facility.

Inside gates are mechanical items like motors, switches & gear reducers, and non-mechanical items like relay’s, circuit boards and wiring, and connection harnesses.  Similarly, ticket dispensers, entry terminals, exit terminals and fee computers also contain a myriad of mechanical, electronic and computerized components.  Next comes the connectivity of all these devices and the final link to the main head end computer.  Depending on the system you own, there may be a series of hardwire connects, telephone connections, fiber optics and various interface devices like line drivers, modems, multiplexers, and so on.  Virtually all of these components require periodic, regular maintenance in addition to the “fix-it-when-it’s-broke” method that most facilities employ. 

Furthermore, a good pro-active service routine should also include some of the semi-technical procedures which you or your staff are capable of, but may be too busy to do on a regular basis.  The procedures might include backing up your hard drive, backing up your device programming, learning existing—but as yet unexplored—parts of the system you already have in place.  When you purchase a Service Agreement, consider asking for the little extra services, like assistance with running infrequently used reports, or periodic advanced level training on your system.  A good Service Agreement doesn’t just take care of your hardware and software, but can also help you with the operation of your parking business.

Service Agreements can cover a wide spectrum of options, from simple scheduled system inspections & maintenance, all the way to a complete extended warranty covering all labor and parts.  Depending on your service provider, your options may vary, but you should be able to find a plan that suits the needs of your system or site.

Carolyn Scholl, Parking Manager for Yale University School of Medicine, implemented a Service Agreement for her facilities in 1996.  She oversees 18 facilities, consisting of over 50 lanes of parking and revenue control.  "We operate a very busy, hectic group of parking facilities, including a garage and numerous surface lots. By hiring my parking vendor to pro-actively service my system, I think our facilities operate with greater efficiency and less down-time.  When a technician comes to my site, he is not only fixing the problem at hand, but preventing other problems before they occur."

Ms. Scholl also sited another key aspect of her Service Agreement. "Because we have an annual contract, I don't have to worry about going over-budget, or reviewing paperwork and approving payments for every visit.  This means I can focus on the business of taking care of my customers, instead of worrying about my hardware & software system."

While some tremendous advantages exist for purchasing a Service Agreement, you should take the time to make the decision carefully.  Careful review of the vendor you will be working with is probably the most important ingredient.  Make sure the Service Agreement is a win-win for both you and your vendor.  At a minimum, you should make sure you receive the following: 

1.      Get it in writing:  Make sure you get a formal written agreement which spells out the exact services you will receive for your payment, as well as the time frame the agreement is intended to be in force.  Be aware of what you are getting for your money.  Specific equipment services covered should be listed with both description (lane 1 entrance gate, etc.) and serial number if the equipment is serialized.  Also, if parts are covered, make sure it is clear what is considered a part, and what is considered equipment.  Many agreements will include the cost of necessary replacement parts, but require you to purchase new equipment if the entire unit fails.  Is a loop detector considered a part or equipment?  And what about a ticket transport unit?

2.      All exclusions should be clearly spelled out:  Acts of God, vandalism and in-ground loops are frequently part of this category.  This also may include labor necessary to replace consumable items like tickets, ribbons, cartridges, mag read heads for credit cards etc.  You must also decide if you want to pay for after hours service as part of the agreement, or would you prefer to pay separately only when you require this extra level of attention.  Make sure hours of service and holidays are clear.

3.      Routine services:  How often will your equipment be inspected?  Remember, inspections are perhaps the most important part of any Service Agreement.  Like an annual medical physical or well-visit to the doctor, illness can be found and treated long before it becomes life threatening.  You should also clarify issues such as who will schedule the inspection.  Will it be part of the service provided when the vendor fixes a broken component?  Is it a cursory overview, or and in depth review of all components?  Will the vendor perform a computer data back-up from your drive on a routine basis?  When an inspection is performed, does the technician perform all required service as part of the agreement, or would you prefer a report on the status of your system, and then choose to pay for certain preventative service recommended based on the inspection?  Do they use a detailed check list for your system, or is it a visual overview?  Depending in the type of service you require, the answers to these questions will vary.  It is not a matter of a right or wrong answer, it is a matter of meeting your needs and the needs of your patrons.  You should discuss this with your service provider.  In many cases, you both will have some excellent ideas on how best to meet the needs of your facility.  Working together is usually the best way to come up with a plan that makes sense.

4.      References:  Make it a point to talk to other Service Agreement customers of your first-choice vendor.  This is the only way to know how they will treat you after you have forked over your hard-earned money.  It is truly amazing how many people are willing to pay a company without any real idea as to the quality of product or service they will receive.

5.   Priority customer status:  A Service Agreement clearly has advantages for both the Parking Revenue System vendor, and the Parking Revenue System customer.  But if you are willing to commit in writing and dollars to your vendor, they should be willing to commit to you.  When you call, your name should jump to the top of their list.  You should be treated with priority status over the non-agreement customer because of your commitment. 

6.      Think of the Future:  Many vendors will give substantial discounts if you commit to a Service Agreement, or Extended Warranty at the time of initial purchase.  The life of your system depends in large measure on two factors:  the way it is used, and the way it is maintained.  You may save big by thinking about the next ten years of your system life when you buy it.

7.      The Dollars Paid Do Not Equal the Cost:  The idea here is to lower your overall costs.  A common mistake made when making a decision on a Service Agreement revolves around the lack of real understanding of the cost of operating revenue control hardware & software.  One flawed method of analysis involves adding up the cost of the previous years service calls to determine value.  This method fails to take into account the cost of down-time, administrative effort (paperwork, P.O.’s, invoice review, check writing, etc.), customer frustration, internal payroll (the cost of the attendant to hand out tickets manually), calculation errors while equipment is down, etc.  Make sure you analyze all of these factors when determining if the quoted price makes sense. 

The bottom line is that your should make sure the services offered meet your needs, while—ultimately—helping with the principle goals of increasing system life expectancy, reducing failures & downtime, increasing revenue, reducing administration and—perhaps most importantly—increasing your customers convenience, satisfaction and overall parking experience.