Viewpoints

Cybersecurity needs, smart amenities, and more rounded out the multifamily track, giving attendees much to consider.

By: Valerie M. Sargent, Broadband Communities

Earlier, I shared how managed Wi-Fi and bulk billing were both dominant forces in the multifamily track of Broadband Communities Summit 2024. There are a few other things to cover, but a recap wouldn’t be complete without including information from some of our other important sessions.

Managing the managed Wi-Fi

As managed Wi-Fi was a big focus, we thought it was key to look at how managing the managed Wi-Fi involves several critical aspects to ensure seamless broadband services to apartment communities. Panelists suggested that broadband providers should offer a one-pager explaining “What is Managed Wi-Fi?” to help residents understand its benefits. It’s important for providers to communicate to owners that products typically reach end-of-life five years after they’re no longer sold, which means no more updates or support will be available beyond that time. Knowing this can help multifamily owners with the budgeting necessary to plan for new devices. Residents tend to use increasing amounts of bandwidth as it is added, necessitating regular upgrades to service or equipment. Providers should collect and analyze data on device usage and technology health to assist owners with budgeting and planning for necessary upgrades. Clear and consistent terminology is essential to avoid confusion, for both owners and residents.

Connectivity without managed Wi-Fi

What about those properties that don’t have or don’t want to incorporate managed Wi-Fi into their broadband plan? In the multifamily industry, ensuring robust connectivity without managed Wi-Fi involves several considerations. Broadband providers can deliver reliable internet using a mix of fiber, coax, and copper cables. Fiber connectivity is often prioritized, with fiber-to-the-premises solutions enabling high-speed internet access. Although managed Wi-Fi can enhance internet delivery through intelligent access points and cloud management, broadband services can be effectively managed without it by leveraging existing infrastructure. This approach often involves using enterprise-grade solutions, such as fiber to the building and using technologies like G.Fast, G.hn, and MoCA to optimize existing cabling.

Addressing the connectivity needs in older buildings, which often lack modern fiber wiring, can be challenging and expensive. The panel discussed how providers can use existing infrastructure to minimize disruption and costs, often partnering with companies specializing in such upgrades. Ensuring adequate bandwidth and meeting consumer demand requires careful planning and an investment in infrastructure, including enhanced public safety communication systems (ERRCS) and cell DAS for mobile connectivity. Providers must consider the specific needs of each building, such as thick concrete walls or large open areas, to ensure comprehensive coverage. Utilizing non-enterprise equipment like EERO and setting up dedicated SSIDs can be effective strategies, enabling property owners to manage networks and leverage connections for exclusive marketing benefits. As always, the needs of each property are specific and unique, and community assessment and owner goals will be taken into account when determining what services are best.

Cybersecurity protections ensure companies are protected

Cybersecurity is crucial in the multifamily industry (well, in ANY industry, really) due to persistent threat of vectors and common repetitive mistakes made by individuals. Key strategies to consider would be to include network isolation and segmentation, robust password management, and ensuring physical access and security. A major vulnerability is the human element, necessitating that employees receive comprehensive education and training. Essential cybersecurity measures to employ are segmenting the network, enforcing strong passwords, and detecting rogue access points. Additionally, it is vital to understand data ownership and who controls that data within the network to maintain security. A few years ago, Julianne Goodfellow of NMHC and I explored how to reduce risks for cyberattacks, and I encourage interested parties to explore that article for more tips on creating a safer cyber environment.

Smart amenities add value, NOI, and convenience for residents

Smart amenities in the multifamily industry can enhance operational efficiency, resident experience, and net operating income through cloud-based connectivity. Some considerations for owners when implementing any smart amenities would include having reliable partners, enforceable Service Level Agreements (SLAs), effective data collection, and privacy management. Some essential features for operational efficiency that many communities today are employing include leak detection, environmental controls for heating, cooling, and lighting, and ease-of-use for residents. It is critical for providers to have insurance in order to mitigate technology and data collection risks, and any agreements should reflect these requirements. The choice of widely used chipsets over proprietary hardware was emphasized as extremely important to ensure ease of replacement and longevity of the technology if anything changes with the company.

A final note on bulk billing

Yes, I’m still talking about bulk billing, because it’s so important! Our final panel in the multifamily track featured multifamily owners and consultants discussing bulk billing services. Bulk billing for broadband services offers significant benefits such as immediate internet access for residents without deposits or credit checks, guaranteed service levels through SLAs, and dedicated support call centers, ensuring consistent speeds and performance at a community. A perceived con might be that residents don’t experience multiple providers at a community, which could be seen by them as not having choices, yet most of them just want service that is fast and dependable. Five different providers would not build out to a single community, because there would not be a proper return on investment for the installation with that many providers. In bulk billing, competition actually occurs upfront, with multiple providers bidding to provide service, ensuring the company with the best offering and highest-quality broadband is awarded the contract. Bulk billing supports essential amenities like access control, self-guided tours, and smart home features, and is crucial for ESG goals requiring community-wide Wi-Fi. Overall, bulk billing has significantly expanded broadband access and flexibility from providers, and has enhanced offerings and competition in the industry.

Let us know!

That’s our recap! There was so much more, but hopefully that gives you an idea of what was covered. We thank all of our incredible panelists who participated in the multifamily track, sharing their thoughts, opinions, and expertise. Were you there? We’d love to hear what you thought about the event – please let us know. Do you have ideas for what you’d like to see at the next Broadband Communities Summit? Please pass them along, and you can be part of helping to shape next year’s multifamily track.

Valerie M. Sargent is a multifamily speaker, trainer and executive consultant, and is the multifamily news correspondent for Broadband Communities. Contact her at http://www.valeriemsargent.com. For more information, visit http://www.bbcmag.com.

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