The Perfect Front-Line Employee
Thomas Kritzer
Head of Security & Service Department
Wiener Linien
& Chair
UITP Security C...
The Perfect Front-Line Employee

Rail & Public Transport Safety & Security
London March 6th 2014
The perfect front-line employee
Agenda:
• The role of the Human (staff) in PT security

• What are challenges for operator...
The role of the Human (staff) in PT security
How does Security strategy
work best ?
3 Pillars
H(umans)
Technology

Procedu...
The role of the Human (staff) in PT security
• Staff competences should
ensure a good balance
between customer service
and...
What are challenges for operators in
staff presence, training, duties ?
Staff must be seen as the “ambassador”
of the comp...
What are challenges for operators in
staff presence, training, duties ?
Back-office:
Staff must be “expert” in specific
fi...
What are challenges for operators in
staff presence, training, duties ?
Approach towards customer:
Service orientated appr...
What are challenges for operators in
staff presence, training, duties ?
Recruiting:
Adequate Human Resources policy is nee...
What are challenges for operators in
staff presence, training, duties ?
Support for staff:
Development of teams with
oppor...
What are challenges for operators in
staff presence, training, duties ?
“Return on investment”
Difficult to quantify benef...
Influence on customer perception
Example Austria:
Objective security is not the same as
security feeling

What does that l...
Customers expectation and perception
on his daily use
Rating of security/safety by
passenger is important
Perception is ke...
Customers expectation and perception
on his daily use
Customers are not one
uniform group, as society
Commuters will have
...
Conclusions
Perception of customer is influenced by various
factors
Human presence is important, together with
specific te...
Thank you for your attention !

Thomas Kritzer
Department Security and Service
Chair UITP Security Commission
Wiener Linie...
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Thomas Kritzer, Head of Security & Service Department, Wiener Linien & Chair, UITP Security Commission

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

  1. 1. The Perfect Front-Line Employee Thomas Kritzer Head of Security & Service Department Wiener Linien & Chair UITP Security Commission
  2. 2. The Perfect Front-Line Employee Rail & Public Transport Safety & Security London March 6th 2014
  3. 3. The perfect front-line employee 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
  4. 4. The role of the Human (staff) in PT security How does Security strategy work best ? 3 Pillars H(umans) Technology Procedures
  5. 5. The role of the Human (staff) in PT security • Staff competences should ensure a good balance between customer service and security  Customer expects one vis-á-vis person  “One-stop-shop” principle
  6. 6. 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
  7. 7. What are challenges for operators in staff presence, training, duties ? Back-office: Staff must be “expert” in specific fields, f.e.: CCTV analysis Control center – reaction, trigger Live Surveillance
  8. 8. 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
  9. 9. 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”
  10. 10. 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
  11. 11. 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
  12. 12. Influence on customer perception Example Austria: Objective security is not the same as security feeling What does that look like ? “90 % more cell phone-robbery” “the number of cell phone robberies is exploding” Crime statistics: 155 cell-phones stolen & reported in 3 months 2011 in whole Austria (Paper is from western Austria)
  13. 13. 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.
  14. 14. Customers expectation and perception on his daily use 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
  15. 15. Conclusions 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
  16. 16. 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

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