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

2. The Perfect Front-Line Employee
Rail & Public Transport Safety & Security
London March 6th 2014

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. The role of the Human (staff) in PT security
How does Security strategy
work best ?
3 Pillars
H(umans)
Technology
Procedures

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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