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Modernising Protective Security
How	
  different	
  is	
  the	
  Opera	
  House	
  to	
  an	
  Airport	
  
Opera House Vs Terminal
Patrons	
  
Resident	
  companies	
  
Mul9ple	
  Tenancies	
  	
  
Voluntary	
  Compliance	
  
Vis...
Performance Environment
Strict	
  9me	
  schedules	
  
Cost	
  constraints	
  
Acous9cs	
  	
  
Numerous	
  Tenants	
  wit...
You think performers care about
security?
Use	
  par9al	
  simula9ons	
  to	
  politely	
  highlight	
  a	
  deficiency	
  ...
Align with their Operations
Don’t	
  exercise	
  on	
  opening	
  night	
  
Present	
  the	
  risk	
  in	
  a	
  way	
  th...
Simulations with our Tenants
Run	
  a	
  Communica9on	
  simula9on	
  
•  Brief	
  staff	
  &	
  agree	
  a	
  date	
  
•  ...
Evacuation “Rehearsal”
Our	
  Aims:	
  	
  
-­‐	
  	
  To	
  evacuate	
  via	
  the	
  alterna9ve	
  exit	
  
-­‐	
  	
  I...
What can security add to the business
Security	
  is	
  in	
  a	
  pivotal	
  point	
  to	
  assist	
  the	
  business	
  
Talking	
  About	
  Brand!
Become	
  the	
  conduit	
  between	
  incident,	
  business	
  &	
  resolu9on	
  
Not	
  about...
Talking	
  About	
  Other	
  Points	
  of	
  Failure
Get	
  people	
  thinking	
  beyond	
  the	
  random	
  terrorist	
  ...
Give	
  your	
  Execu9ve	
  a	
  Sense	
  of	
  security
Conduct	
  an	
  exercise	
  	
  
Address	
  your	
  boss’s	
  ri...
Interest in Security is Declining
Install	
  infrastructure	
  
But	
  don’t	
  install	
  the	
  fixture	
  	
  
Use	
  Some	
  Science	
  in	
  Security	
  
Business	
  
Con9nuity	
  
Avoid	
  complete	
  evacua9on	
  
Evacua9on	
  	
...
Alternative uses for Cameras
1.1.1	
  
Use	
  analy9cs	
  to	
  help	
  	
  
Safety	
  concerns	
  
Pub	
  fights	
  
Peopl...
Benefits of the Active Shooter
1.1.1	
  
Totally	
  different	
  to	
  isolate	
  and	
  contain	
  
Different	
  informa9on...
Contemporary	
  Threat	
  Analysis
Crowd	
  Modeling	
  
Bee	
  Infesta9on	
  
Alarm	
  Malfunc9ons	
  
Show	
  Cancella9o...
Resilience	
  is	
  Hearts	
  and	
  Minds
Training	
  always	
  starts	
  with:	
  
Although	
  there	
  is	
  only	
  1	...
Our	
  Next	
  Resilience	
  Conversa9on
Our	
  plans	
  are	
  a	
  wish	
  list	
  	
  
vs	
  
Our	
  organisa9on	
  rig...
Ques9ons	
  and	
  Discussion	
  
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Jenny Muldoon, SYDNEY OPERA HOUSE - The security-customer experience from outside the industry: The Sydney Opera House story

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Jenny Muldoon, Head of Security, Emergency Planning & Response, SYDNEY OPERA HOUSE delivered the presentation at the 2014 Asia Pacific Aviation Security AVSEC conference.

The AVSEC conference brings together government authorities, policy makers and key industry leaders all under one roof at one time, to discuss the most pressing issues, the latest challenges and technology advancement within the aviation industry in the Asia Pacific region.

For more information about the event, please visit: http://www.informa.com.au/avsecconference

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Transcript of "Jenny Muldoon, SYDNEY OPERA HOUSE - The security-customer experience from outside the industry: The Sydney Opera House story"

  1. 1. Modernising Protective Security How  different  is  the  Opera  House  to  an  Airport  
  2. 2. Opera House Vs Terminal Patrons   Resident  companies   Mul9ple  Tenancies     Voluntary  Compliance   Visitor  experience       Passengers   Airline  companies   Mul9ple  Tenancies   Regulated  Compliance   Public  acceptance     Vs  
  3. 3. Performance Environment Strict  9me  schedules   Cost  constraints   Acous9cs     Numerous  Tenants  with  own   priori9es   The  House  is  a  na,onal  icon  yet...   No  statutory  security  standards    
  4. 4. You think performers care about security? Use  par9al  simula9ons  to  politely  highlight  a  deficiency   Other  staff  will  then  champion  the  security  cause     (by  asking  more  ques9ons)  
  5. 5. Align with their Operations Don’t  exercise  on  opening  night   Present  the  risk  in  a  way  that  impacts  what  they  concern   Focus  on  the  scenarios  that  are:   •  More  probable     •  Less  catastrophic   •  Impact  brand   •  Caused  internally  
  6. 6. Simulations with our Tenants Run  a  Communica9on  simula9on   •  Brief  staff  &  agree  a  date   •  Pass  a  “token  phrase”     •  From  chief  warden  to  tenant     •  Using  emergency  equipment   •  Check  everyone  received  the  message   Their  Aim:   -­‐  We  do  the  work,  they  9ck  a  safety  box  
  7. 7. Evacuation “Rehearsal” Our  Aims:     -­‐    To  evacuate  via  the  alterna9ve  exit   -­‐    Improve  our  Chief  Wardens  ability  to  message  an  audience  
  8. 8. What can security add to the business Security  is  in  a  pivotal  point  to  assist  the  business  
  9. 9. Talking  About  Brand! Become  the  conduit  between  incident,  business  &  resolu9on   Not  about  being  the  expert  in:   •  Messaging   •  Ticke9ng   •  HR   •  Legal  advice   •  Maintenance   Bring  the  organisa9on  together  
  10. 10. Talking  About  Other  Points  of  Failure Get  people  thinking  beyond  the  random  terrorist  act  
  11. 11. Give  your  Execu9ve  a  Sense  of  security Conduct  an  exercise     Address  your  boss’s  risk   Give  them     A  contact  list     A  plan  for  them   A    plan  of  who  they  can  call  upon   Be  their  point  of  stability  
  12. 12. Interest in Security is Declining Install  infrastructure   But  don’t  install  the  fixture    
  13. 13. Use  Some  Science  in  Security   Business   Con9nuity   Avoid  complete  evacua9on   Evacua9on     Informed  about  sheltering   in  place  
  14. 14. Alternative uses for Cameras 1.1.1   Use  analy9cs  to  help     Safety  concerns   Pub  fights   People  coun9ng   Access  control  
  15. 15. Benefits of the Active Shooter 1.1.1   Totally  different  to  isolate  and  contain   Different  informa9on  security  to  supply  police   Numerous  Planning  assump9ons   How  it  could  happen   Informa9on  for  the  CW  to  make  a   decision  
  16. 16. Contemporary  Threat  Analysis Crowd  Modeling   Bee  Infesta9on   Alarm  Malfunc9ons   Show  Cancella9ons   And     The  assump9on  that     people  know  what  to  do  
  17. 17. Resilience  is  Hearts  and  Minds Training  always  starts  with:   Although  there  is  only  1  Chief  Warden   Remember   We  want  you  all  to  think  like  a  Chief   Warden   In  an  emergency  we  want  you  to   politely  suggest  solu9ons  to  help  your   Chief  Warden  (who  will  be  busy)   But  follow  their  direc9on  
  18. 18. Our  Next  Resilience  Conversa9on Our  plans  are  a  wish  list     vs   Our  organisa9on  rigorously   tests  its  capability  to   implement  the  plan   Do  we  have  a  sense  of:     Confusion  and  fear  during   adversity     Vs   Hope  and  op9mism  in  response   and  recovery   Can  then  tailor  training   and  use  of  language  when   training  the  security   teams.  
  19. 19. Ques9ons  and  Discussion  
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