The Perfect Front-Line Employee

Thomas Kritzer Head of Security & Service Department Wiener Linien & Chair UITP Security Commission

The Perfect Front-Line Employee

Rail & Public Transport Safety & Security

London March 6th 2014

Agenda:

• The role of the Human (staff) in PT security

• What are challenges for operators in staff

presence, training, duties ?

• Customers expectation and perception on his

daily use

The perfect front-line employee

The role of the Human (staff) in PT security

How does Security strategy

work best ?

3 Pillars

H(umans)

Technology

Procedures

• Staff competences should

ensure a good balance

between customer service

and security

Customer expects one

vis-á-vis person

“One-stop-shop” principle

The role of the Human (staff) in PT security

What are challenges for operators in

staff presence, training, duties ? Staff must be seen as the “ambassador”

of the company

Training must include also service

approach

Operators include service training in

security staff training and vice versa

New methods on Computer based training

Back-office:

Staff must be “expert” in specific

fields, f.e.:

CCTV analysis

Control center – reaction, trigger

Live Surveillance

What are challenges for operators in

staff presence, training, duties ?

Approach towards customer:

Service orientated approach

Visible uniform, reflects

attitude and motivation

Similar to other businesses

What are challenges for operators in

staff presence, training, duties ?

Recruiting:

Adequate Human Resources policy is needed

Security is “everyone´s business”

Service-minded profiles needed

Work is an “acting on stage”

What are challenges for operators in

staff presence, training, duties ?

Support for staff:

Development of teams with

opportunity to exchange on daily

work

Support on incidents and analysis

after incidents

What are challenges for operators in

staff presence, training, duties ?

“Return on investment”

Difficult to quantify benefit (financial)

Customer surveys give relevant feedback on

security

Holistic approach of company on benefits of

security measures is important

What are challenges for operators in

staff presence, training, duties ?

Influence on customer perception

Example Austria:

Objective security is not the same as

security feeling

What does that look like ?

Crime statistics: 155 cell-phones stolen &

reported in 3 months 2011 in whole Austria

(Paper is from western Austria)

“90 % more cell phone-robbery”

“the number of cell phone robberies is

exploding”

Customers expectation and perception

on his daily use Rating of security/safety by

passenger is important

Perception is key, not objective

numbers

Influenced by many factors:

• Staff presence (visible)

• Visible surveillance

• Adequate surroundings , like

architecture, lighting, etc.

Customers are not one

uniform group, as society

Commuters will have

different demand than first

time users

Specific groups should be

identified, like school

children, seniors support

via f.e ambassador projects,

specific training

Customers expectation and perception

on his daily use

Perception of customer is influenced by various

factors

Human presence is important, together with

specific technology, connected trough procedures

Training and HR policy support service and

security approach

Holistic approach needed on benefits

Conclusions

Thank you for your attention !

Thomas Kritzer

Department Security and Service

Chair UITP Security Commission

Wiener Linien, Erdbergstrasse 202

1031 Wien

thomas.kritzer@wienerlinien.at