Transit agencies across the country of every size are successfully using on-board camera applications for their buses for safety and security of bus operators and passengers, and they are reaping financial benefits while doing so. This synthesis provides practical examples of the technologies and opportunities currently in operation at large, medium, and small transit agencies across the country. It focuses on their collection of the media images, what they use them for, and how they keep up with the fast advances of surveillance technology. The study was undertaken to explore the current technologies, research, and opportunities, and to provide examples of how surveillance systems are used to improve operations, safety, security, training, and customer satisfaction. Thirty-two transit agencies responded to the electronic survey sent to 40 agencies, yielding an 80% (32/40) response rate. Based on the survey and in-depth interviews after the survey, five agencies were able to provide information for case examples of the details of their programs and their applications. Agencies have gone so far as to say their systems are invaluable. All of the agencies that responded to the electronic survey achieved their goals of improving safety and security, as well as deterring criminal activity and reducing accident claims. Through coordination and support from multiple departments, the entire agency and public can reap the benefits from camera applications. Most important, customers and bus operators feel more secure and safer. Meanwhile, the agencies feel the impact of a reduction in legal claims pay-outs and decreased workers’ compensation awards so much that they are measuring their return on investment (ROI). In addition to legal and security benefits, training is improving. Agencies use the cameras for customer relations and accident prevention. One agency gives an award for accident avoidance based on video from its buses. Although some of the agencies focus cameras at the drivers, the majority do not. They have camera views of the interior and exterior of the buses instead. The common belief is that “more is better”–place as many cameras on the bus as possible with the clearest images possible. The programs do face challenges. Cameras focused on the operators have mixed results. The cameras can provide added security for the drivers from assaults and altercations; however, driver unions are concerned about unnecessarily monitoring bus operators, resulting in unfair discipline and added stress associated with being taped. Labour relations departments around the country have developed policies that have satisfied the unions, although one agency is going to arbitration to settle whether bus operators can be monitored during breaks. As in most transit programs, the greatest challenge is funding. The surveillance equipment adds costs to the bus builds, and the technology changes quickly. Even so, all of the agencies reported financial benefits and increased safety. (Author/publisher)
Samenvatting