Newer multifamily structures are installing video intercom systems at a greater percentage rate, transforming the systems from a basic security system into a more integrated amenity that provides residents convenience and security. Newer systems provide visual verification, remote access, and easy visitor and package management, which save managers and renters a world of aggravation. Yet as these dominant technologies become more ubiquitous, they also raise very valid concerns, the most urgent of which are in resident privacy and the basic need to establish trust in the community. This article discusses how property managers can balance the multi-faceted needs of implementing video intercom, while providing strong security and respecting the rights of privacy and establishing the trust of their residents.
Balancing Security with Resident Privacy Needs
The most attractive feature of video intercom systems is the potential to make a substantial input towards security in the sense of visual recognition of callers and accurate records of access. As helpful as they are to the prevention of intrusions and general security of property, however, they do entail the collection of personal information in the form of video images and times of access. This produces legitimate concern from residents who may view such systems as an encroachment and not as a convenience luxury, and removing their own privacy in their own homes. To address this first is to recognize and rectify such resident concerns.
In an effort to fill the gap between requirements for privacy and requirements for security, property managers must consciously be meticulous about being transparent. This begins with the creation and plain expression of a privacy policy that explains fully the activities of the system in data gathering. Not a dry task at all, this policy will have to be part of a trust instrument, declaring openly what information is being gathered, why it is gathered, how it is utilized, by whom it can be accessed, and for how long it is retained. Transparency of data handling is essential, and what would otherwise be secret spy gear is a reasonable and appropriate security measure.
Security in general needs to be weighed against Resident privacy as an ongoing necessity with rules required under principles of data minimization and empowerment. Property managers need to try to collect only information strictly necessary for the purpose of the system (security and access control), not too much or unjustified surveillance. Where possible, giving residents control of their own information – i.e., the ability to change their facial recognition record or view their own personal access history, for instance – can make a considerable contribution to trust building. By demonstrating genuine concern for residents' privacy rights and by being open about how these systems benefit residents while protecting their details, properties can establish a perception-led environment of trust.
Understanding Intercom Data Collection Risks
Modern video intercoms, and even IP-based and cloud-based intercoms, are sophisticated information-generating devices. They have the capability to automatically capture and store all types of sensitive information like high-definition quality video images of individuals who are approaching doors, voice recordings of the conversation, access records with stamps of who accessed and when, and even snapshot or short videos of each time access was gained. Systems that possess features like Teman GateGuard, for instance, keep precise, photo-assigned records of every buzz and entry, creating a vast storehouse of activity data that, as convenient to use as it is from a security perspective, is extremely sensitive in character. The scope and organization of information so compiled provide the foundation of the extreme privacy threats to residents.
Gathering that much personal data involves a few inherent threats that need to be maintained in balance by property management companies. Most prominent among such threats is data invasion and illegal access. An attacker hacking into a video intercom system can theoretically access personal data of residents, including their access pattern, visitor pattern, and even biometrics in the event that facial recognition is employed. There is, besides the threat of external breaches, the threat of internal abuse, where gathered security data can be accessed or utilized for a wrong reason, i.e., to monitor resident activity for the purpose of rent collection, and thereby cause severe loss of confidence and legal complications.
Evading these data gathering risks necessitates a multi-faceted approach by virtue of sound cybersecurity measures and prudent data stewardship. That is not just complete encryption of information as it applies to everything, both on disk (e.g., AES for cached logs and video) and in transit (e.g., TLS/SSL for protocols). There needs to be controlled and secure storage in the cloud, where sensitive information and logs of access of all information are only readable by authorized personnel. In addition, property managers ought to also scrutinize the data retention policies of the chosen intercom vendor, including minimization best practices and ensuring that data is not stored for longer than completely necessary, minimizing sensitive resident data's attack surface.
Navigating Facial Recognition and Biometrics
Facial recognition technology, increasingly offered as an available add-on on advanced video intercom systems like Teman GateGuard, has the added advantage of greater convenience and greater security. For residents, it gives a touchless, convenient entry experience – just approaching the intercom and being recognized for immediate entry. For managers of a building, it provides an additional level of security and transparent audit trail of who enters and exits the building. But the deployment of such strong biometric capacity into home access systems also creates a sophisticated set of privacy and ethical issues that need to be appropriately weighed.
Facial recognition inherently entails the collection and storage of highly sensitive biometric data – distinctive physical traits that, once breached, can never be changed. Individuals care more about the permanence of the data, the potential to leverage it in non-access control applications, whether or not the algorithm is accurate, or if it has inherent biases, especially when dealing with ethnically diverse populations or less-than-ideal light conditions. The threat of round-the-clock, involuntary surveillance, where movement is monitored and reported without express consent, can conclusively destroy the feeling of privacy and autonomy in a home environment.
In order to utilize facial recognition and other biometric capabilities responsibly, managers must practice resident control and data protection. Access biometric will always be optional and with open, knowing consent by residents who opt to use it, alternative access methods (e.g., PIN number, fobs, mobile app) made clear and accessible. Privacy notice should clearly describe how the biometric information are collected, stored (encrypted and locally where possible, or securely on the cloud with robust protection), and utilized, and residents have the right to review, edit, or erase their biometric templates. Periodic monitoring of the safety and reliability of the system, openness in communication regarding these measures, is crucial in supplying and marketing resident trust in introducing such advanced and sensitive technology.
Fortifying Data Security and Regulatory Compliance
In this ever more networked world, web-based video intercom systems can be weak points for cyber attack, so data protection needs to be very strong. These are infrastructural building systems through which sensitive personal data is passed and stored-the video streams, access logs, and even biometric information. A cyber breach can steal the personal information of the residents and highly likely destabilize the physical security of the building, making it open for intrusion. That vulnerabilities in smart building systems have been found in most instances is a testimonial to the continuous requirement for more vigilance and proactive defense. Along with technical security, property managers also have to deal with an evolving and sophisticated data privacy regulatory landscape.
Laws such as the GDPR in the EU and CCPA in the US impose stringent requirements on organizations that process personal information. These regulations mandate transparency of data collection, give individuals some control over their data (e.g., access, erasure, objection), mandate explicit consent for certain data processing activities, and mandate stringent security measures for the protection of personal data. Noncompliance is not bad practice; it is the law with severe consequences for noncompliance. To enhance data security and regulatory compliance, property managers will have to adhere to a rigorous vendor selection and system management process.
They will have to choose video intercom vendors with sound cybersecurity credentials in the form of industry-standard-recognized certifications such as ISO 27001 or SOC2 reports and an express commitment to GDPR and CCPA compliance generally expressed in Data Processing Agreements (DPAs). Strong encryption of all data in motion and at rest, regular software updates (wherever possible, automatic) to close vulnerabilities, and thorough staff training in data handling best practices are absolutes. Property managers are being asked to be accountable for resident data security, so constant awareness and compliance with security policies goes without saying.
Building Trust Through Transparent Privacy Policies
A well-crafted privacy policy for a video intercom system is so much more than an attempt at legal notice; it's the basis on which trust among residents is built. With residential living at record highs of data privacy issues, policy declarations that are clear, readable, and easy to understand demonstrate a home's commitment to its residents' rights and the creation of a comfortable, secure, and safe abode. A policy with or_clauses or jargon will create only suspicion, but an open policy will be able to turn an intrusive surveillance tool into a welcome amenity.
An open privacy policy must clearly outline in specific a range of factors at play in data treatment. It must specify clearly what information is being collected (e.g., video recordings, audio, access date and time, biometric templates where available), the specific purposes for which this information is being collected (e.g., security improvement, visitor management of access, effective delivery, operational performance), and where information is stored and protected. Most importantly, it should dictate retention time for the data, defining how long the information is held and when and how securely it is eliminated. The policy should also specifically detail who is given access to the data – in-house property management staff or external contractors – and clearly outline residents' rights to their own data, e.g., right to inspect, update, or delete personal details.
Publishing a policy is only the first step; trust will require continuous communication and education. Property managers must specifically inform residents of new features and their privacy implications, provide FAQs, and provide an open point of contact for any privacy inquiries or concerns. Ongoing reminders of the advantages of the system, and ongoing compliance with the supplied privacy practices, communicates that the video intercom is an amenity and security feature for residents, and not snoopy surveillance. By keeping open communication in focus and demonstrating an unwavering commitment to privacy, communities can turn their video intercom systems into a convenience and security source, and not controversy, and thereby build resident loyalty and trust.
Video intercom systems have become a standard feature in today's multifamily dwellings, offering an ace combination of heightened security, unmatched convenience, and efficacies in operation. However, their integration is contingent on meeting the inherent privacy concerns associated with massive data collection. Through proactively demonstrating resident care, embracing strict data retention procedures, treating sensitive features such as face recognition with caution using express consent, and more importantly, building trust and open communication on the foundation of solid privacy policies, property managers can build and maintain resident trust. As the technologies themselves get smarter, with more levels of AI built in and IoT coming online soon, an unwavering commitment to maintaining innovation on track with privacy will be the strategic imperative for creating true smart, secure, and resident-centric multifamily communities.