Designing
safe travel
Lisa Warsén and Phil Haywood
“Not having to feel
insecure as a customer
or an employee is what
good service, good
planning of our physical
environment and a good
work environment are
all about.”
Designing
Safe Travel
Lisa Warsén and Phil Haywood
Contents
Foreword
Foreword
5
WHY WORK WITH SAFETY?
Safety is a question of freedom and accessibility
7
WHAT HAVE OTHERS DONE?
Community Involvement in Design
15
Feeling safe and secure is an important aspect
safety and security as important questions to
tive to write this book together with Phil
within the development of public transport.
work with. In June 2004, the UITP organised
Haywood, who is a consultant and member of
To feel unsafe during a journey reduces one's
a special conference in Geneva. At the con-
the UITP Transport and Urban Life Commis-
freedom and accessibility. If insecurity leads
clusion of the conference a declaration was
sion. Through good examples and proposals
to people choosing another alternative to
signed about anti-terrorism by the UITP and
regarding working methodology, the book
public transport, then the issue becomes both
the UIC.
shows how safety and security can be achie-
social and economic. Feeling insecure can
In Sweden, the Jönköping PTA is conduc-
vary from discomfort due to an uncared for or
ting a research project about how people
The authors would like to express their
untidy environment, to people who frighten,
experience safety and security, in coordina-
warmest thanks to all those who have contri-
ved within public transport.
Walking for Safety
16
or the risk of being injured in an act of terror-
tion with Sheffield and Tel Aviv. The project
buted to the production of this book, and in
Security tools for the future at the RATP
17
ism. Safety and security do not only concern
has worked closely with the UITP Transport
particular to the Swedish Road Administra-
Operation safer travel
18
passengers, but equally the staff – thus beco-
and Urban Life Commission, and several of
tion (Vägverket) and Vinnova in Sweden, who
Objective and subjective security
19
ming a working environment issue. Improved
the commission's members have participated
have enabled the book to be printed in
safety and security is an important challenge
in the project.
sufficient number for it to be distributed to
Understanding the sense of security:
Results of the SuSi plus research project
22
Driver’s training to respond to uncivil behaviour
24
A global strategy to endure Security in the
Surface Network
25
Role of communication: the Dublin Bus
Anti-Vandalism Campaign
28
Waiting and interchange
30
Policy in action!
32
People are the same
33
To travel safely from A to B: the national
Dutch Approach towards security
34
Travelsafe through partnership
36
This book has been produced as a result of
the international project called “Safety and
Security when travelling in a Public Environment” presented as a film at the UITP (International Association of Public Transport)
conference held in Geneva in June 2004.
the delegates at some conferenses.
for public transport in coordination with
The results and conclusions of the project
other players. Partnership is very significant
were presented at the conference in Geneva.
for the creation of good solutions.
Lisa Warsén of analink AB, who is a con-
Ingemar Lundin,
The UITP has taken the initiative to focus on
sultant and researcher, has taken the initia-
Managing Director of Jönköping PTA
If you are interested to buy the film or have
questions about the project please contact
lisa.warsen@analink.se
phone: +46 8 587 80 87.
DESIGNING SAFE TRAVEL
HOW TO GO ON?
All rights reserved. No part of this book may be reproduced in any
manner in any media, or transmitted by any means whatsoever, electronic
or mechanical without the prior written permission of the publisher.
Process and partnership
41
Measures and methods
42
References
46
www.analink.se
Project – a background to this book
49
© 2005 Analink AB
Production by MIRAKEL Kommunikation Film & TV AB
Printing by Stockholm Offset AB
“I feel unsafe when the driver goes too fast
and I have to hold on to something so as
not to fall off the seat.”
(Passenger)
lisa.warsen@analink.se
5
Safety is a question of
freedom and accessibility
One can say that
our experiences of
fear are due to:
• PHYSICAL ENVIRONMENT
– structure and configuration
of the town and buildings
Why work
with safety?
6
• MENTAL ENVIRONMENT
Insecurity is present in our everyday lives.
with public transport must be perceived
Already at home, it creeps into our close
holistically, but where each link and each part
surroundings. The morning newspaper or
shall be safe and secure. Public transport is
television at breakfast time show us threat
part of the public environment where other
scenarios – from bag-snatching to assaults
activities take place simultaneously. Public
and acts of terror. We carry these pictures
transport must therefore coordinate with all
• SOCIAL ENVIRONMENT
with us when we travel. Some of us work in
the other players that are able to contribute to
– the relations and interplay
these environments and thereby receive a
a safe journey and a safe town.
of people and groups.
– the understanding and
experience that we bear with
us as individuals when we are
in town
double dose. Own experiences and those of
others are stored together with the visual
Source: Safer Cities, C Listerborn,
City Planning Authority, Göteborg, 2002
Safe and secure while travelling
picture we receive of the environment that we
currently find ourselves in. For some people,
To feel safe and secure implies being in cont-
darkness and empty streets are frightening.
rol of a given situation. But to feel safe and
For other people, crowds or complicated
secure can also be so worrying that one choo-
technical devices are contributory factors to
ses to use another means of conveyance than
insecurity.
THE SIX W’s to structure the process
public transport – or even quite simply to
While safety is about technical and physical
Safety is a question of freedom and accessi-
abstain from travelling at all. Insecurity while
aspects, security is about psychic and subjec-
bility. By not daring to move, we restrict our-
travelling is therefore an issue that is impor-
tive aspects. Each individual bears his or her
selves and thus reduce our room to mano-
tant to resolve with regard to each individual,
own individual experiences. We must there-
euvre. By not daring to go out, we become less
commerce and industry, and society.
fore generalise and organise so as to create
sociable. For elderly people, a social environ-
Security questions have for a long time
effective underlying data for planning, strate-
ment is important for good health. Safety is a
played an important role in the development
gic decisions and the prioritising of invest-
welfare issue. A town's inhabitants use public
of public transport and society. They have
ments.
environments a lot and often. A safe town
tended to primarily focus on technology and
must be accessible by everyone and have
physical solutions. However, sensitivity to-
1. Why – are we working with this issue?
good footpaths and cycle paths, good public
wards people’s feelings and experiences has
2. Who – experiences insecurity?
transport and many meeting places.
risen in tandem with an increased focus on
3. Where – is it happening?
Public transport is the hub of a town's plan-
the significance and development of quality.
ning and enables people to live their lives.
Security has become an expression that also
Journeys with public transport consist of
includes an understanding for people’s expe-
5. What – are the problems?
many links and many meetings – with people,
riences, and thereby also the formulation of
6. hoW – can we solve the problems?
places, products and staff. A journey made
action and measures to reduce insecurity.
Who is “we”?
4. When – is it happening?
7
When people choose a means of transport
players – most often the municipality – who
based on their feelings of safety and security,
are generally responsible for the public envi-
the issue becomes political in addition to
ronment.
business concepts, systems and planning.
• 13% have been exposed to threat or
violence the last two years.
Access to public transport is a part of the wel-
The feeling of insecurity can be present virtu-
fare system. Investments and the allocation of
ally anywhere:
resources shall effectively create good trans-
• on the way to the means of transport
port, which is why it is important to be sensi-
• onboard
drugs at least once a week and 87%
• waiting for the means of transport
think this affects security negatively.
tive, to dare to question and, even more
importantly, to dare to listen and be responsive to replies and opinions.
We often believe that it is only women who
experience insecurity. Many studies show
• 15% have at some time decided not to
travel due to fear.
• 55% see people affected by alcohol/
• when changing
(Woman in a Focus Group)
Whole Journey and that all phases function
correctly from door to door. For example, if
of generalising and reporting results in the
the day, day of the week, or even season of the
the walking distance to and from a bus stop
form of percentages or trends leads to us only
year. To travel in the dark in the evening or at
feels unsafe and insecure, it is possible that
perceiving the largest group represented by
night is more frightening and insecure for
the passenger will abstain from public trans-
high percentages. Studies show that young,
many people than to travel in daylight. Cer-
port and instead choose another means of
but also older men, can experience insecurity.
tain places can also be insecure in daylight,
conveyance.
In order to improve safety and security, we
but are then related to events taking place
Certain groups more than others experien-
must perceive all groups and simultaneously
there and the people present. Many people
ce anxiety and a greater risk that something
proceed from each individual person.
also refer to differences between various days
will happen. Many elderly people – often
of the week. At weekends, many people are
women – are also influenced by the media’s
Many factors have an influence on safety and
out for a party, to be rowdy, or just generally
picture of public transport or by stories
security:
to have a good time. The risk is then greater
recounted by other people. They have rarely
• other people
that one will meet disruptive behaviour,
been the subject of a real threat or violent
which in turn increases the feeling of vulnera-
situation themselves – but unfortunately
bility and insecurity.
choose not to travel by public transport.
There are many factors that create a feeling
A given situation in which people find
• own previous experiences
of insecurity. A clear picture of where our
themselves can be planned or unplanned.
• other people’s experiences.
safety and security process is most beneficial
Unplanned situations are more frightening
is obtained by analysing and summarising the
than those that are planned. Each situation
So far, many public transport players have
experiences both of traffic staff and passen-
can be said to be a combination of time and
restricted the responsibility for security to
gers based on the philosophy of the Whole
place and the people present at that particular
the actual system, and most often to situa-
Journey.
location. An example of an unplanned situa-
tions onboard or possibly the larger termi-
of drugs or drink. In the summer, I cycle more often. It’s almost safer.
the ultimate final destination.
Insecurity is often related to time – time of
• the media picture
buses. The atmosphere is uneasy, and people can be under the influence
Source: B Wassenius, Västtrafik, Report 2002
more insecurity than men do. But the danger
• the physical area and products
”I take a taxi in the evening when it’s late and there’s a long wait between
• on the way from the means of transport to
that young and older women experience
8
Study made by
Västtrafik, Sweden
nals. Responsibility for other parts of the
To experience the feeling
journey has often been “assigned” to other
The point of departure must always be the
tion could be the behaviour of a particular
individual. Disruption in traffic is also an
example of an unplanned situation. Not
9
“How do I see, as a driver,
Items to think about
that passengers feel insecure
onboard? In the long buses,
• The process and the fact that there
I notice that quite a number
are several players is important.
• Public transport also has a responsibi-
move to the front – closer to
Reasons given by women and men for
choosing to travel by car.
lity in the development of society –
me. What can I do? Show
responsibility cannot be transferred
that I am in control of what
to other players.
is happening behind me in
• Remember that the media and the way
the bus, and often look in
we treat them can also affect develop-
the rear-view mirror so that
ments – and where we also play a role.
they see it”.
Other
Men
Women
Other business
• CCTV can help but cannot solve the
(Driver, Arriva)
problem of violence – for instance
they cannot foresee where the next
Safe
attack will be.
Long way to walk
knowing how long one must wait – and
means of public transport to be used.
thereby exposing oneself to a possible risk
Paradoxically, the presence of people can
during an unknown period of time – can be a
contribute to both security and insecurity.
frightening experience. Information – every-
The fear of something unpleasant happening
thing that enables people to maintain control
can be caused by other people. At the same
– is therefore important in order to minimise
time, most people feel that the presence of
this type of unplanned situation. A greater
staff is the most important factor for increa-
presence of traffic staff is also reassuring.
sed safety and security.
The process of improving safety and
security in public transport must be based on
the individual person’s experiences. The
methodology should be characterised by
empathy and the ability to put oneself into the
situation of other people. Safety and security
is therefore more than just items that can be
measured and described quantitatively.
Physical items, composed of both products
Proaction not reaction
Investments made by public transport players
for improved safety and security must be
made in partnership with all of the players
that form and execute the Whole Journey:
county transport companies, entrepreneurs,
civil servants and politicians, travel organisations, police, schools, and more.
and environment, can contribute to a given
situation being experienced as insecure. One
example is bad street lighting to and from the
10
• Cooperation with media, and to let people
understand that the responsible partners
Waiting time
care.
• Involve the operators and drivers more in
the development process. The drivers
Have to change
should be a stronger partner to understand
the passenger and the situation on board.
• Training for partners and particularly
Inconvenient times
drivers.
• Better understanding of the Whole
Journey and the public environment
Faster
through escorted journeys made by PTA
staff and the community to obtain better
empathy for the passenger.
• Physical measures as such CCTV on board
0
5
10
15
20
25
30
35
40
and in terminals, lighting and cleaning on
board, in terminals and the public
• Passengers on board, interviews and
environment.
Source: LO, Survey of travel to and from work, 1998, Meyer-Martins, Warsén.
surveys.
11
”If people feel insecure and therefore
decide not to use public transport, the
problem lies with us, as provider of
transport, with regard to confidence
and trust and even our business plan.
We are good at planning and setting up
systems, but we must now also be good
at understanding the Whole Journey –
the experience of the journey and the
provision of safe and secure public
transport.”
(Ingemar Lundin, Managing Director of Jönköping PTA)
Community
Involvement
in Design
What have
others done?
ment of a socially deprived community in the
The aim was to demonstrate three important
refurbishment of an inner city station that
principals for success:
was vandalised, set on fire and frequented by
• good functional design
drug users.
• fit for purpose
Process
• vandal proof.
Prior to the refurbishment of Lea Hall Station
After the refurbishment a follow up survey
in 1998, the waiting environment was very
showed that 27% would recommend use of
bleak. The station was a meeting place for
Lea Hall Station to someone else; 26% had
IN BRIEF
young people and drug users, and the station
started to use Lea Hall in the last six months,
LEAD PLAYER: CENTRO West Midlands
buildings and platforms were the target for
most for off-peak leisure and shopping trips,
UK.
graffiti and vandalism. Before the refurbish-
8% had previously used their car for this
ment work started, a fire destroyed the sta-
journey and 87% said the design and layout of
tion building. The aims of the refurbishment
the station was good or very good.
REQUIREMENT: To involve the
community in design.
of the station were to enhance the waiting
PROCESS: Through the use of public art
RESULTS: Reduction in vandalism.
environment and to improve security.
Results
From the start, it was decided to involve the
Since Lea Hall station was re-opened there
local community and develop a sense of local
has been very little vandalism. The majority
ownership. Adults and young people, would
of respondents in surveys have said that the
be involved in the design of their refurbished
artwork improved their feelings of safety at
station. As well as consulting the local
the station. A key finding was a 26% increase
CENTRO is the corporate name of the West
community over the theme and design, their
in passengers after completion of the work.
Midlands Passenger Transport Executive, and
suggestions were used to improve the ligh-
CENTRO have continued to encourage the
is responsible for promoting and developing
ting, the siting of CCTV cameras and fences.
community to get involved in other projects.
Increased passenger usage.
Background
public transport across the West Midlands
which includes cities like Birmingham,
Coventry and Wolverhampton. This case
study is based on the CENTRO experience of
the use of public art.
CENTRO has three aims when using public art:
• to create a pleasant travelling environment
• to reduce the fear of crime
• to deter acts of vandalism.
CENTRO have found there is a strong link
between community involvement, good design and personal safety and security. This
experience was confirmed by the involve-
14
15
Walking for
Safety
execution of a large number of projects and
The project has primarily shown the need
activities. A significant part of the process has
to visit the environment in question with
been the compilation of knowledge and facts
those who experience insecurity, and to dis-
in coordination with the university. The book
cuss and identify the situation together. The
entitled “Safer City” has provided a great deal
knowledge obtained can be directly used in
of inspiration for activities and has led to an
action plans and be documented with the
understanding as to how safety and security
help of a GIS (Geographic Information Sys-
are experienced. The “Walking for Safety”
tem) – not least to form a basis for urban
LEAD PLAYER: The Board for a Safer
method has also been used in the research
planning.
and More Humane City, Gothenburg.
(see also the “How to go on!” section).
IN BRIEF
REQUIREMENT: Everyone shall feel safe
related solutions have a considerable effect
The project carried out in Gothenburg
on how and which places and areas in a city
known as the “Walking for Safety” method
are experienced as being unsafe. To move
has received a lot of attention. This method
to identify good examples and to render
around is part of modern life's opportunities
implies that the city, in cooperation with
more visible the work carried out with
and necessities. Not feeling safe can be cau-
security and safety.
when they are out in town.
personal security alarms.
This case study examines the future direction that RATP is examining to improve security through the use of new technology.
Process
The current communication networks are
IN BRIEF
totally digital network (TETRA) to European
standards, allowing advanced functionality
LEAD PLAYER: RATP Paris France.
through the simultaneous transmission of
REQUIREMENT: A safer environment for
voice and data. At present the 4000 buses and
passengers and employees.
the 160 vehicles for intervention are equip-
other players, particularly people living in a
PROCESS: Making full use of available
ped with a GPS radio location system to an
sed by many factors. In transportation, there
specific neighbourhood, walk round an area
and future technologies.
accuracy of 10 metres anywhere in the city.
RESULTS: The development of the
are many aspects that contribute to a feeling
and initiate proposed action and measures
RESULTS: Tests show benefit of using
“Walking for Safety” method.
of insecurity. Several factors are physical,
with the help of a checklist. The checklist is
technology.
with different environments such as parks, or
placed in a special website and is continu-
products such as lighting, vegetation and
ously updated.
PROCESS: The principal task has been
Background
For several years, Gothenburg has seen a
need to develop safety and security in the city.
Among other items, the Gender Equality
Group of the City Building Office has shown
that women experience insecurity more often
than men when they are in public places.
Focus has been placed on both public and
private activities.
other items.
When the system was deployed, a particular
effort was made for the remote monitoring of
the stations and the buses. By 2007, buses and
stations will be equipped with numerical
video recorders allowing remote control of
Background
Over 10 million journeys take place each day
on the Paris public transport network (14
metro lines: 3548 cars, 2 Tramway lines: 105
cars, 261 Bus lines: 4000 Buses) operated by
RATP. For over ten years now the RATP has
developed a policy to prevent and to combat
security problems and has equipped its vehicles with alarms and GPS location. In addition
Process
16
technologies have the potential for individual
still analogue, but RATP is implementing a
Results
The book shows that transport and various
Security tools
for the future
at the RATP
RATP and the Police have 160 response
vehicles similarly equipped.
the recorded images. RATP is also examining
efficient processing algorithms that will
automatically detect anti-security conditions
and situations.
RATP is examining a future where passengers will have their own personal emergency
card, which when activated will immediately
transmit information to the network centre,
giving a GPS display and video image
allowing the security control centre to assess
the situation and deploy support.
A number of different groups have worked for
The RATP passengers and employees have
several years in Gothenburg, including the
benefited from the policy. However, new
creation of “The Board for a Safer and More
technologies in information and telecommu-
Implementation of the new system is
Humane City” where the local university and
nication open the opportunity to improve the
ongoing, but tests of the technology have
property owners are also represented.
tools available to assist the mobile security
shown that passenger security can be raised
Cooperation with the Board has led to the
teams that are out on the field. In addition the
to a new level.
Results
17
Operation
safer travel
2005, 200 buses will include the “Crystal Eyes”
multi-media CCTV system with two onboard plasma TV screens showing live
pictures from around the bus as well as customer information. In April 2005 the West
Midlands Police Safer Streets campaign is to
patrol buses in Birmingham city centre in a
IN BRIEF
bid to cut crime and provide reassurance. The
LEAD PLAYER: Travel West Midlands UK.
aim of the operation is to reduce anti social
Objective and
subjective
security
behaviour, which can create a fear of crime.
REQUIREMENT: To reduce fear of crime
on TWM buses.
Results
LEAD PLAYER: Munich transit Germany.
PROCESS: Partnership with Police.
Since the initiative OST began, it has achie-
RESULTS: Reduction in crime levels.
ved outstanding results. It has also proved
that a partnership approach is fundamental to
Background
nership visit schools and colleges, through a
schools project called SMART talking to
Introduced in 1998 to combat fear of crime
promote good citizenship. Besides the Police
between Travel West Midlands, the major
there is wider community involvement and
partnership with other agencies.
• don’t leave your bag on the floor or on the
seat beside you
security.
achieving success. Nearly 800 arrests have
PROCESS: Surveys, focus groups
been made for offences ranging from fare
partnership with users.
evasion through to the possession of offensive
RESULTS: Introduction of the measures
weapons. Where CCTV is installed on buses
identified and reduction in crime.
• don’t leave valuables in the luggage rack
there are significantly lower levels of graffiti.
• be aware of your surroundings
In Birmingham City Centre there has been a
• know who’s sitting near to you, next to you
33 per cent drop in robbery between April
or behind you
REQUIREMENT: Improving feeling of
2004 and January 2005, compared to the same
rounding areas & West Midlands Police. The
OST also carried out more than 200 joint
aim is to deter and detect crime, vandalism
Police Operations or “Gateway Checks” du-
• sit on the lower deck in view of the driver if
ring 2004 as part of the deterrent effect and
necessary especially on late night journeys.
also to give a feeling of security. More than
Always be aware that the bus driver is
40,000 buses were checked during the year
carrying out his duties, checking mirrors,
and 839,000 bus and metro passengers had
issuing tickets, looking at travel cards, nego-
Systematic data collection and the detailed
their tickets and travel arrangements scruti-
tiating traffic, assessing road conditions –
journeys. The case study focuses on how
analysis of information has identified “hot
nised.
he may not be aware that incidents are
customers “feel” about their personal secu-
spots” across the West Midlands region allo-
The OST approach also gives passengers ad-
occurring, especially on the upper deck!
rity. The perceived or feel (subjective secu-
wing OST to target bus routes most affected
vice to BE SAFE – BE SECURE as follows:
All new buses purchased by TWM are now
rity) when measured can vary significantly
• keep your valuables safe
equipped with CCTV. More than 800 of buses
from the actual or objective conditions.
and graffiti on buses and improve the feeling
of safe and secure travel.
Process
by crime, vandalism and graffiti and to put
into place crime reduction strategies. The
statistics show that around 70% of all incidents committed on a TWM buses is by
youths aged between 12 and 20 years.
Police officers allocated to the OST part-
18
children about the effects of crime in order to
Operation Safer Travel (OST) is a partnership
bus operator in the Birmingham UK and sur-
IN BRIEF
period in the previous year, resulting in 241
Background
fewer robbery victims.
TWM owners, the National Express, have
Munich Transit (MVG) operate the Munich
extended OST to other bus operations within
Metro system comprising 90 stations and 8
the group.
lines and operates between 5 a.m. – 1 a.m. In
2003 there were some 300 million passenger
observations. Empty stations but also overcrowded situations can cause feelings of insecurity. The study shows strategies of avoidance that can be observed (females especially avoid the whole trip) and also the customers wishes from MVG. MVG have adopted
a triple approach to implement the findings
from their studies with positive results.
Process
in the TWM fleet had been fitted with CCTV
The MVG study concludes that the in-
MVG used written passenger surveys, tele-
enabling incidents, which occur on bus servi-
fluences on the subjective sense of security
phone-interviews and qualitative surveys (in-
ces to be followed up by the OST team. It
are quite complex and depend on situations
depth interviews + group discussions) to pro-
• keep your bag/belongings close to you
costs about £2,000 to fit a standard system
and circumstances, number of options to
vide information. Only 8 percent of passen-
• loop handles around your wrist if possible
onto each double deck bus. In addition by
react, socio-demographic factors and own
gers feel generally insecure, however, passen-
• use your mobile phone or personal stereo
with discretion
19
gers who usually feel secure experience situa-
reness of technical/security measures is low).
tions of insecurity.
The MVG study concluded that:
The qualitative study shows that the perceived “feeling” is influenced by the personal
estimation of crime rates, socio-demographic
factors, own experiences, place of residence,
frequency of use of public transport.
• Within financial limits even more serviceand security personnel will be present.
• The visibility of personnel will be increased. Ticket inspections will happen in the
The study found that insecurity is often
evening hours more often in uniform. Also
triggered by the presence of “unpleasant”
the metro security guards will check tickets
persons, especially drunken people, football
more often and so be more present and
fans and teenage gangs, but usually not by
visible.
cameras in stations, central surveillance,
emergency points on all platforms and in
all trains, sight lines between all cars.
• Safety through building measures: "seethrough" stations, without niches and
jutting fixtures, good lighting, pleasant
light tones, good orientation, high level
of cleanness.
Results
beggars. Insecurity is also often connected to
• The visibility of emergency communica-
emptiness, a sterile environment but also
tion points will be improved and more
The Munich approach has been particularly
overcrowded cramped, confined situations.
information about them spread in as well in
successful in reducing the number of crimes
public as in own media.
and risk.
Even though it is outside the direct influence of MVG, the qualitative study revealed
that the surrounding area of a station (the
access to and from the station) also strongly
influences the opinion about the station.
Insecurity often results in a decision to
avoid trips, and passengers adopt strategies
to avoid unpleasant situations including
riding only in the first metro car close to the
driver, to travel only in company of known
• Stations should become more lively (shops
with late opening, events).
• In some stations classical music will be
• Information about disruptions of service
will be intensified.
passengers and drivers.
• The interchange/connections between
usually have a broader range of avoidance
metro and bus improved and better
strategies and are taking fewer trips in the
observed, especially in the evening hours.
Although the safety measures of MVG are
usually assessed positively, improvements
1997
2003
Crimes of violence
(No of offences)
220
156
Risk
(Violent offences
per million passengers)
0,8
0,5
Percentage of
offences in Metro
related to overall
city crimes
5,6 %
4,2 %
Offences per
station
2,72
1,73
• In the new trains better visibility between
evenings. Females, especially young females,
evening or at night.
Type of
offences
used for a better acoustic ambience.
persons and never to use the metro in the
20
• Safety through technology: 619 video
MVG have adopted a triple approach concept:
• Safety through personnel presence: Police,
most requested by customers include a higher
MVG safety personnel and service person-
presence of security and official personnel,
nel (permanent evening presence in selec-
followed by video surveillance. (Current awa-
ted stations).
“The problems
of safety and
security have no
borders among
the responsible
partners.”
IN BRIEF
LEAD PLAYER: Hamburger Hochbahn AG
Germany.
REQUIREMENT: Retention of existing
passengers and attracting new ones.
PROCESS: Application of new design to
stations.
RESULTS: Feeling of security improved.
Understanding the sense of security:
Results of the SuSi–PLUS research project
Background
SuSi–PLUS involves a consortium of German
passengers – but a lot of them have an uneasy
public transport companies and research
One of the most important objectives for the
sense of security (fear of verbal and physical
institutes and covers large cities with mass
Hamburger Hochbahn AG (HOCHBAHN) is
attacks). The HOCHBAHN recognised that
transit systems as well as smaller cities, with
to raise patronage, by keeping current pass-
insecurity has a negative impact on the image
bus and light rail networks.
engers as customers, convincing them to use
of buses and trains and passenger volumes
public transport more and attracting new
passengers. To reach this objective the
22
accidents, fire etc.) is not a problem for most
Process
and revenues.
HOCHBAHN is constantly improving ser-
This case study is based on the HOCHBAHN experience of implementing security
vice quality and the image of metros and
measures and their participation in a re-
buses. An important basic need and quality
search project (SuSi–PLUS), carrying out
aspect for passengers is their personal safety
analysis on the reasons why insecurity is felt,
These include:
and security. Surveys show that safety (fear of
in order to propose possible improvements.
• security personnel who protect passengers
Since the mid 90's the HOCHBAHN has
developed a comprehensive security concept
in co-operation with the police.
and facilities, operating staff/ticket inspec-
the security field worldwide. Polls and discus-
most important aspects for passengers (parti-
tors, and resolve any conflicts which may
sions are carried out to define passengers’
cularly when travelling at night. Fear in
arise, Their work is co-ordinated with the
sense of security on board vehicles, at stops
metros and buses is not common – but many
police and other PT security organisations
and stations, access to them and to housing
passengers feel uncomfortable in certain
areas in the vicinity. Measures already imple-
situations (mainly unpleasant persons such as
clean stations and vehicles with bright
mented or planned are evaluated, taking into
drug users and drunken people). The main
lighting and construction materials which
account the views of passengers and staff.
problem at night seems to be bad connections
are easy to maintain and are resistant to
The project has used group discussions with
and fear going to and from the stations. Better
graffiti and vandalism
particular interest groups and driver inter-
connections between lines at night and better
views.
information about security equipment (e.g.
• applying design principles that provide
• CCTV at stations, video cameras in
vehicles, emergency call and information
points, passenger-to-driver interfaces
Results
help points, cameras) are requested.
The drivers interviews reveal that they
The HOCHBAHN security concept has been
adopt tactics and strategies to observe their
quite successful: The number of robbery and
passengers and to be prepared (there are
assaults against metro passengers has
areas of the city where the risks are higher
decreased by 40%. from 500-600 per year in
such as social housing areas). Attacks can
The philosophy behind the concept is to build
the first half of the 90's to currently less than
happen everywhere at all times. The beha-
a “security web” as only the accomplishment
250.
viour of drivers is essential for their risk to be
• information to the media about personal
safety, events and guided tours for target
groups (schoolchildren, organisations, etc).
of all elements and their mutual interaction
can lead to a success.
The first results from SuSi–PLUS with
particular interest groups (teenagers, women,
For the SuSi–PLUS project a systematic in-
non-users and “young seniors”, aged from 55
ventory aims to identify “best practices” in
to 70 years) show that security is one of the
reduced and de-escalation training is appreciated, especially by younger drivers.
23
Driver's
training to
respond
to uncivil
behaviour
IN BRIEF
tions and in vehicles, the behaviour of other
through technical
customers is critical to the “feeling”. BVG has
support. All new
The system technology provides for alarm
seen an increase in aggression, the frequency
buses are equip-
aboard the vehicles with direct connection to
of assaults with more and younger people
ped with cameras
Police and linked with the GTT automatic
involved not only at night but also during
(100 buses) and
vehicle monitoring (AVM) system. A CCTV
daytime. The training of personnel in order to
hidden emergency
system on board and at key stops enables
cope with this trend is seen as an important
call buttons. Police
identification and control of “disturbers”. The
personnel in uni-
system also allows the activation of alarm
part of the overall measures to improve the
feeling of security.
As part of the programme to reduce criti-
This case study shows that the integrated
embraced driver training as one way to res-
cal situations BVG also participate in a part-
policy adopted by Turin has had a very high
pond to uncivil behaviour in public transport.
nership project “Schülerbegleiter” (Students'
level of success in combatting the feeling of
If drivers can be prepared to react appro-
partners) with Berlin police and Berlin
insecurity.
priately in critical situations and to avoid
schools, where, 300 students (of 400,000
conflict, this gives additional confidence to
students in Berlin) have received training by
the majority of passengers and their security.
Berlin Police on de-escalation and conflict
avoidance on their daily way to school in
(BVG) Germany.
with “problem” behaviour.
PROCESS: Training in customer service.
RESULTS: Early improvement. Training
extended to all drivers.
Process
to come up to customer expectations, which
enables them to avoid some critical situations
in advance.
Berliner Verkehrsbetriebe (BVG) is the lar-
• what are essential behavioural elements of
good customer service?
• how to act customer orientated
• how to deal with criticism and complaints.
and 650 metro drivers. Most offences recor-
Process
A global strategy to ensure
Security in the Surface
Network
reduced, customer & drivers satisfaction has
improved. The training programme is not
ling” of security is such that BVG will now
Background
IN BRIEF
extend their programme to all drivers and
LEAD PLAYER: Gruppo Toriniese
also expand their partnership with the police
Transporti (GTT), City of Turin Italy.
and schools.
REQUIREMENT: To provide the public
The Gruppo Torinese Trasporti (GTT) tran-
To cope with the problem of security
aboard buses and tramways and at stops, GTT
public transport vehicles are safe
with the City of Turin have implemented a
places.
number of actions supported by technologi-
costs €6-8million p.a. This has a strong im-
the knowledge of customer needs is not
including training, information, design
operational plan to improve the control of
pact on perception of security by customers.
enough to prevent attacks and therefore the
and partnership.
joint teams of GTT officers and municipal
tion, defence and conflict avoidance.
condition of stations, a staff presence at sta-
BVG are also backing up the driver training
improved feeling of security.
should be perceived as safe places by
members of the public
• overcome customer reluctance to use a
transport system due to a necessarily high
multi-ethnic city.
tion has been carried out in order to:
cal applications. They have also developed an
Public Transport”, trains skills of de-escala-
• bus stops and public transport vehicles
A program of information and communica-
PROCESS: Comprehensive approach,
lines after 8 p.m. and BVG have found that the
It includes two objectives:
buses and 200 trams.
However, under certain circumstances even
The “feeling” of security by customers dec-
harassment and crimes”.
over 5,000 employees. GTT uses 1100 urban
with the perception that bus stops and
RESULTS: Reduction in crime and
GTT have a quality policy “security against
sports nearly 200 million passengers and has
ded by BVG are damage to property, which
second training step, “Critical Situations in
24
Surveys have shown that damage has been
complete but the improvement in the “fee-
• what are expectations of customers?
employs 3000 bus drivers, 840 tram drivers
Results
part is “Customer Service”: Drivers learn how
Background
pany in Germany owned by Land Berlin. It
buses.
BVG offers training in two steps. The first
Drivers learn:
gest integrated urban public transport com-
signals.
form also have free travel.
This case study examines how BVG have
LEAD PLAYER: Berliner Verkehrsbetriebe
REQUIREMENT: To train staff to deal
private police patrols are also employed.
policemen. Together the joint teams target
interventions periodically planned where
• prevent violence and harassment against
users
• promptly repress possible incidents and
give them the appropriate emphasis on
media
• guarantee identification of the offenders
after the event
• guarantee a safe working environment to
dangerous situations can occur. In high-risk
front-line personnel to prevent impulse to
zones near to public transport facilities
retaliate when provoked
25
Percentage of
marks greater
than > 6/10
70%
CCTV – Increase of perception of user security
”When I talked with my teenage sons and they said that they tie their shoelaces when they go
into town in the evening – young people who always otherwise have untied sneakers – I realised
that there are many more groups that experience insecurity. Why do they tie their shoelaces?
The answer is to be able to run away from a situation that they feel to be insecure.”
60%
50%
(Carina Lundeholm, Local Government Commissioner, Municipality of Jönköping)
40%
30%
50%
55%
57%
62%
1998
1999
2000
2001
20%
10%
0%
• support front-line personnel with training
courses.
GTT measures include:
• Joint Customer Service Officers/Customer
assistants and Police taskforce to ensure
maximum security both to customers and
staff. Initially the joint taskforce tackled
the problem of pickpocketing on buses and
Results
guards belonging to private security firms.
• Currently there are over 300 bus stops with
lighting of which about 200 are equipped
The following results have been achieved in
2003:
with public telephones where free emer-
• thefts against passengers: - 11,3%
gency calls are possible without introdu-
• quarrels: - 23,0%
cing phone cards.
• attacks against passengers: - 23,1%.
• CCTV has also been installed to increase
The joint operation task force, in a 3 month
trams. To ensure safety especially on the
actual and perceived security for users. By
period made 197 provisional arrests of whom
evening shift, joint operations have been
the end of 2004, CCTV systems were in-
were 35 minors,118 reported to the police
carried out with positive results.
stalled on 340 vehicles and at 100 bus stops.
and 38 arrested. The CCTV systems on
• A personnel training program. The aim of
26
• Patrolling of dangerous areas by security
• On board alarm and location system are
the training is to learn a code for managing
fitted to all GTT buses and trams inside
dangerous situations. All new recruits
and outside the city centre and connected
attend a module on “Security” during the
in real time to the GTT Operations Centre.
training. “A code of practice for managing
A similar system managed by GTT has
dangerous situations” has been promoted
been installed on board all 1500 taxis
for front line personnel
running in Turin.
vehicles and at bus stops resulted in 2003 in
bus stops: 5.562 events, about half of which
are first aid calls; on board buses: 69 events,
10 of which led to investigations on more
serious crimes. The introduction of CCTV
has increased the feeling of security.
27
Role of communication: the Dublin
Bus Anti-Vandalism Campaign"
using communications campaigns, and offe-
The message-givers therefore were the child-
red the opportunity to put in place a more
ren themselves.
specific campaign to target schoolchildren
along this bus route.
per week) increased.
The campaign showed that Dublin Bus was
Results
no longer tolerant of the behaviour, and was
doing something about it in a way that sho-
Comparison of before and after results show
wed its commitment to the local community
Process
that 10% of the “post-campaign” survey
and involved the local school children. Reactions to the campaign were very positive and
Research surveys and focus groups were
sample reported that they had used the route
Background
carried out to discover the extent of the prob-
more in the previous three months compared
it was successful in reducing the costs of
Greater Dublin has an increasing population
and an increase in bus usage. To achieve this,
lem for adults and to discover the underlying
with only 1% in the before survey. The fre-
vandalism as well as improving the image of
quency of off-peak reported use (2 – 5 days
the bus route and the bus company.
travelling by bad passenger behaviour on the
(currently1.1M). Public transport is predomi-
bus along with drinking, eating, smoking and
vandalism had to be stopped. DB had an exis-
reason why children cause damage. 31% use
nantly bus based provided by Dublin Bus
vandalism.
ting programme of liaison with primary
the bus less because they felt it was not safe
(DB) with 200 bus routes, employing 2,300
Research revealed that female passengers
schools in the city, promoting the image of
and 47% would use the bus more if it was
drivers and transporting 500,000 passengers
were afraid for their own safety and avoided
the company and showing anti-vandalism
safer. Market positioning of DB with children
each weekday.
travelling by bus. Children from age 8 up-
videos. However, greater effort was required
suggested that it was not concerned for their
DB has introduced the Quality Bus route
wards were causing damage to the bus inclu-
in this instance.
personal safety. It was decided to design an
concept to a number of routes in Dublin.
ding graffiti, slashed seats, damaged bus
The EC TAPESTRY (Transport Awareness,
appropriate campaign targeted specifically at
Despite an expanding population during
shelters and stone throwing at bus windows.
Publicity and Education Supporting a Sustai-
the children, then at parents and adults. The
2000/2001, numbers of off-peak passengers
It was hoped that the improvement of the on-
nable Transport strategY) project sought to
campaign objective was to reposition the bus
using one of these routes was in decline. The
bus environment would lead to better quality
develop methods for promoting positive atti-
service in the minds of children so that they
travelling public were being inhibited from
of travel, the freedom to travel without fear
tudes and behaviours to sustainable modes
respect it, and to reposition the bus service
for adults so that they feel safer, perceive a
pleasant mode of travel and use it more.
The DB actions needed to demonstrate to
children that they are noticed, that the bus
company is fair and for adults to demonstrate
that the bus company cares about children
IN BRIEF
LEAD PLAYER: Dublin Bus Ireland.
and to produce buses on the street with less
damage. To do this DB organised a competition for children – “How the bus is useful to
REQUIREMENT: To reverse decline in bus
me”. It was a high visibility event with all
use.
children invited to a prize event & given a gift.
PROCESS: Engaging young persons on
The winners received substantial prizes, had
“problem” route.
their posters displayed on shelters and buses.
RESULTS: Increased usage on route and
better felling of security.
The winning children’s designs were also
translated to a calendar distributed free to
households and adopted as the DB corporate
calendar. One of the winning entries was chosen as the strapline or “brand image” for the
campaign “The Dublin Bus is Here for Us”.
28
29
Waiting and
interchange
• 24 hours a day cleaning operation
As a result of the South Yorkshire analysis
• TV display travel information
four “danger” grades for different situations
• a coach departure lounge
• parent and baby facilities
• toilets and refreshments areas
• telephones
• at major interchange points staff to help
Charter Mark for customer service by pro-
passengers but also to manage anti-social
viding a staff presence. The Rotherham Inter-
A – enclosed, built environments (e.g. multi-
elements
change was designed to include many of the
features identified , CCTV and well lit areas,
• the knowledge that the bus driver and
B – confined, (un) supervised travel situations
interchange staff can radio for assistance in
(e.g. open car parks, stations/interchanges).
an emergency. The presence of cameras or
C – walking and waiting in less confined spa-
CCTV.
although at night groups of youths can present a concern for some users.
On average, 97% of shelters are free of
vandalism (bus shelter repairs are dealt on
IN BRIEF
• taxi rank and short-stay car parking
ces (e.g. waiting at bus stops, walking to/ from
Factors increasing fear:
average within four hours, compared to a
LEAD PLAYER: SYPTE/ SAFE
• help points.
bus stops).
• anti–social behaviour
neighbouring area that takes one month).
Besides interchanges there are almost 8,000
D – travelling in supervised conditions (e.g.
• poorly lit walk routes
bus stops in South Yorkshire, of which more
travelling downstairs on buses, trains and
than 3,000 have shelters. Bus shelters, which
light rail).
partnership UK..
REQUIREMENT: Improving safety whilst
waiting.
PROCESS: Surveys to determine
provide weather protection, are well lit and
features in design.
transparent, contribute to feeling safe. Most
that maintenance and management of the bus
stops also carry information about public
shelters and interchanges was a key compo-
transport, individual timetables, and route
nent. Design features were included to ensure
information. Many shelters have lighting,
cost effective but high standards of main-
seating, full glazing and some have tele-
tenance.
RESULTS: Cleaner safer waiting
conditions.
phones.
Background
time. Although there may be some locations
where daytime feelings of insecurity are high
in the main, it is travel during the hours of
Using focus groups, escorted journeys and
analysis of responses from drivers and
Following a sample survey of the South York-
passengers enabled a picture of what mea-
In the period to 1985 many of the bus shelters
South Yorkshire immediately to the east of
shire population, an initial analysis by SYPTE
sures can be taken to benefit both groups
and bus stations/interchanges in South
the City of Sheffield.
showed that in the Rotherham case study 31%
based on the whole journey approach. Deve-
Yorkshire were in poor condition and in need
Analysis of UK and South Yorkshire data
of women and 13% of men avoid going out
loping the whole journey concept, the
of modernising. They were poorly main-
shows that often the “on mode” part of the
after dark. Specifically related to public trans-
Rotherham case study identified a number of
tained and acted as a deterrent for many
journey is the least worrying from a personal
port women are twice as likely to express
positive security measures to be incorporated
passengers when waiting for a bus, parti-
safety viewpoint and that the access and
cularly during the hours of darkness. South
waiting for public transport gives rise to the
Yorkshire Passenger Transport Executive
greatest anxieties.
prove facilities for waiting and interchange
and address the concerns about personal
incident is:
safety and security.
• twice as likely to happen off-mode as
changes included:
• highly qualified customer care staff
The factors identified that have an influence are:
The South Yorkshire data showed that an
Standard features in the modernised inter-
fears as men.
opposed to on-mode
• likely to be in a town centre.
The feeling of safety whilst waiting showed
a control centre. Satisfaction with shelters is
ters (concrete or brick design) with new de-
higher than the UK nationally. Similarly a
signs, with safety in mind.
small survey of users showed that 81% rated
personal safety at bus stops in the SYPTE area
Results
68% in a neighbouring area.
Yorkshire modernised interchanges to be
Comparison of national percentage satisfaction with
bus stops and bus shelters with South Yorkshire PTE
England (excl. London)
London
South Yorkshire
90
follows:
78
74
70
66
62
58
• choosing safe walk routes particularly at
54
• the media
night even if slightly longer from the bus
50
• own previous experience
stop to destination
• other peoples experience.
as “good” or “very good”, compared with only
The results show satisfaction levels for South
82
• well-lit walk routes with no blind corners
tenance
SYPTE is replacing the older enclosed shel-
86
• the physical surroundings and their main-
industry awards 2000. Most shelters incorporate lighting and 40 have help points linked to
changes. The main features to emerge were as
Factors reducing fear:
maintenance standards through the UK Bus
• deserted areas and lack of staff.
into the designs at bus stops and inter-
• other people
SYPTE gained recognition for their high
• enclosed, long and narrow walk routes
darkness that give rise to the greatest concerns.
Process
This case study focuses on Rotherham, a
The feeling of insecurity is very related to
town with a population of 250,000 and part of
(SYPTE) embarked on a programme to im-
30
high and all have gained the prestigious
were identified, from the most dangerous:
storey car parks, station passageways).
• left luggage lockers and baggage trolleys
time information
Safety and security
Freedom from litter
Cleanliness and
freedom from grafitti
Condition
Information provided
• frequent and reliable services and real-
31
Policy in
action!
while simultaneously focusing on the respon-
will be formed for three different aspects of
sibility for different areas being a significant
public transport:
aspect of the continued process. A central
part of the project is the “Whole Journey”
from door to door. The policy also contains
different goals, certain of which can be fulfilled within a short period of time while
Background
others require a long-term approach.
IN BRIEF
• Staff and their prerequisites
Transport Authority and the Municipality
• Infrastructure.
of Jönköping, in cooperation with the
cities of Sheffield and Tel Aviv.
Each workgroup has formulated a programme for the continued process. Information,
to companies. Several different tasks were
took a national political decision a few years
added to the project, including a study per-
ago regarding a sixth sub-objective – a gender
formed by Jönköping University regarding
equality transport system – it was preceded
the influence of the media on feelings and
by surveys that clearly showed the need to
experiences of safety and security. For a
PROCESS: An extensive project carried
ensure safe journeys from door to door. Jön-
period of nine months, bus drivers noted
out in broad cooperation with Jönköping
köping's Public Transport Authority stated in
down not only accidents, but also incidents
University, operators and others.
its business plan that safety and security
that occurred in and around the town's buses.
formed into an action plan where several
RESULT: The result has increased the
questions should be placed high on the agen-
These incidents were then assembled and
da, and that it is a natural business approach
tested in a GIS (Geographical Information
for the company to have satisfied customers.
System) to then become statistics that could
Four different areas have been identified:
maintenance and design requirements have
standing to improve security and safety
constituted important areas of the pro-
within public transport for both staff and
• The prerequisites of the staff to create a
safe and secure journey.
passengers has become greater. An important
• Safe and secure vehicles.
and that the working environment be felt to
be good. The players took the initiative to
form a project group with a broad representation from within the sector.
Process
passengers feel unsafe when travelling.
It has therefore become important to
understand what influences such
grammes.
feelings and experience.
Results
• Safe and secure bus-stops, stations and
terminals.
The players have together produced a pro-
• Safe and secure roads.
gramme for measures that will now be trans-
The basic vision of the project is: Nobody
REQUIREMENT: A large proportion of
town and public transport. When Sweden
Through research and studies, the under-
goal is to increase the number of passengers,
LEAD PLAYERS: Jönköping's Public
• Vehicles
national items will be given priority. It is
understanding for a development
shall risk being injured either physically or
important to compile overall statistics of
process in partnership, and has led to
mentally or feel unsafe when travelling with
incidents and events that occur, as well as to
the active spreading of knowledge and a
The project group has initially produced a
or working within public transport.
simultaneously arrange an overall training
local activity plan.
policy for safe and secure public transport,
In the second part of the project, workgroups
programme about safety and security.
be linked to the different areas and bus
Process
routes.
Jönköping's Public Transport Authority deci-
Results
ded to carry out a major research project to
IN BRIEF
PARTNER MODEL
LEAD PLAYER: The Swedish Public Transport
Association and Bus and Coach Federation.
Police and emergency
rescue services
Decision-maker
REQUIREMENT: To render the local and regioEntrepreneur
nal public transport more safe and secure for
passengers and staff.
Insurance company
ted goals and objectives within a programme.
RESULTS: The programme that started as a
vision has been transformed into an action
plan.
32
Vehicle industry
Passenger
and Staff
PROCESS: The public transport sector, together with a broad project group, has formula-
People are
the same
In Sweden, Jönköping's Public Transport
Road and track
authorities
Vehicle testing
agency
Transport
authorities
Non-profit
organisations
Background
Legislative body
establish how the feeling of safety and secu-
The results showed that the process of crea-
rity is influenced. Knowledge of experiences
ting safe and secure journeys must be based
was considered to be the most significant
on the individual person. The whole metho-
aspect to increase understanding. Various
dology must be characterised by empathy,
forms of activities would then be built up
meaning the ability to put oneself into each
based on this understanding. Co-operation
person's individual situation. This is much
was started both locally and internationally,
more than being able to measure and describe
and the cities of Sheffield and Tel Aviv joined
items quantitatively. The feeling of insecurity
the project.
cannot be limited to just the transport
Authority and the Municipality of Jönköping,
The project became an interesting process
system. To succeed, one must have coordina-
in cooperation with the cities of Tel Aviv and
where several new issues were added to the
tion within four areas: process, partnership,
Sheffield, have carried out a project about
agenda, and the related work took on a
products and people. The human aspect is
safety and security within public transport
character of action research. Many different
equally important as the physical. One
and the urban environment. The centre of
methods were used to capture the feeling and
requires a developed partnership with several
Jönköping is still changing today through
experience of security – including “Walking
players who can manage a well-structured
better lighting and other items within the
for Safety”, focus groups, and questionnaires
process.
33
To travel safely from A to B – The national
Dutch Approach towards security
Preventative measures achievable in the long
By the end of 2005 improved travel informa-
term include the launch of a Chipcard for use
tion for passengers and staff is scheduled. Up-
on transport systems (pilots to be started in
to-date and accurate travel information can
autumn 2004; scheduled for completion in
help prevent conflicts between passengers
2007) and implementation of Controlled
and staff.
Station Access (entrance gates). The intro-
IN BRIEF
LEAD PLAYER: Dutch government Netherlands.
REQUIREMENT: Implementation of
Transport security plan.
• increasing the number of surveillance staff
panies. The majority of these measures were
incidences connected with fare dodging.
The early results for 2003 show an improved
on trams and metros in 2003, approxima-
in place by mid 2004.
Figures released by transport companies
perception and also less incidents compared
tely 800 extra surveillance staff were re-
reveal that a significant percentage of aggres-
to the adverse trend seen between 2001 and
roach to improve security in public transport.
sive incidents on public transport systems –
2002.
Netherlands. The current system of open
Long term policy is directed at the implemen-
60% – is related to fare dodging.
access has made tram and metro systems in
tation of electronic ticketing and gating to
these four major cities particularly vulner-
achieve controlled access of stations. Short
able to security problems
human and technical supervision (ticket
presence.
inspectors and camera systems) and main-
RESULTS: Improved perception of
tenance (railway police) in and around public
security and less incidents.
transport.
incorporated into the Plan of Action to increase their powers and skills (e.g. improved
Background
• broad and integral package of measures:
training for transport surveillance staff to
In November 2002, the newly elected Dutch
preventative and corrective; short and
coalition government decided to introduce
long term
judiciary. The plans are the brainchild of
24%
18%
STAFF
58%
52%
54%
INSECURITY INCIDENT IN %
PASSENGERS
28%
27%
22%
STAFF
61%
66%
62%
tions to the four major cities.
Plan of Action are as follows:
strengthening the role of the police and the
20%
which tend to be lines with direct connec-
The key principles of the Transport Security
elements of the Public Security programme is
PASSENGERS
deployment on particular problem lines
Besides increasing the number of surveil-
ders and high-risk youths. One of the main
2001 2002 2003
• increasing railway police numbers for
Process
focused on clamping down on repeat offen-
YEAR
Station Access is expected to help reduce
cruited in the four largest cities in the
The case study focuses on the Dutch app-
through increased security staff
tackling crime, the programme is primarily
34
nal organisations, including transport com-
term measures consist of the extension of
embracing dozens of measures. As well as
Results
Short term measures include:
PROCESS: Short term measures
an extensive Public Security programme,
duction of the Chipcard and Controlled
effect in 2002 in consultation with operatio-
PERCEPTION OF TRANSPORT
INSECURITY IN %
lance staff supporting activities have been
equip them with investigative powers).
• managed on the basis of outcome and
output
• structured approach in the Public Transport authority – contractor relationship
• public transport approach embedded into
partnership throughout the entire security
chain.
three ministries, Transport, Internal Affairs
The three ministries responsible will jointly
and Justice. The plans include a Transport
monitor implementation and operation of
Security Plan of Action, which came into
measures in the plan.
35
Travelsafe
through
partnership
proved. Also, it is estimated that 10% of
TravelSafe partnership, its priorities and
passenger journeys are not made because of
results.
personal security concerns. The survey revealed that after dark 53% felt they were very
Process
or quite unsafe using a bus stop or train
The Partnership Board for TravelSafe has
station (68% for women).
IN BRIEF
LEAD PLAYER: Merseytravel, Liverpol,
UK.
REQUIREMENT: To improve security
through partnership.
role with police, local authorities, operators,
other vulnerable groups such as the elderly,
trade unions, crime and disorder partnerThe partnership has developed a number
deserves to be able to work without fears for
of action groups, drawn up a 3 year Strategy
their security, as their fears impact upon the
and developed Operational Business Plans.
security perceptions of passengers.
The strategy sets out the areas of joint
It is within this context that TravelSafe as
working in the partnership. It identified the
an initiative exists and why TravelSafe has to
need to tackle criminal damage to infra-
be a partnership of organisations and agen-
structure and vehicles, railway route crime,
cies. The goal of TravelSafe is:
assaults, anti-social behaviour and ticketless
travel /ticket Fraud.
PROCESS: Partnership board to manage
transport system that offers the opportunity
projects.
for all members of the community to travel
Three thematic areas were developed:
safely and without fear”.
• Law Enforcement to reduce levels of crime
RESULTS: Reduced vandalism and
improved partner co-operation.
TravelSafe has existed since 1995 as an
TARGET
HARDENING
OUTREACH
YOUTH WORK
EDUCATION
INITIATIVES
ships and the prosecution service.
having personal security concerns. Staff also
“To work as partners to create a public
POLICE JOINT
OPERATIONS
representatives from Merseytravel in a lead
National research also has highlighted
disabled and minority ethnic communities as
TRAVELSAFE –
TIERED RESPONSE
and disorder with a reporting system to
initiative, but was refocused in March 2002
measure the impact on crime where
by expanding the partnership. The case study
specific operations are undertaken. More
sets out the successful implementation of the
offenders to receive appropriate sentences
SafeMark
Right of
Passage Video
Vandal Packs
CCTV
Operations
Bream
Miami etc
HARD
SOFT
DIVERT
DETER
DETECT
shelter damage, damage to bus windows and
delivering operations that have a real impact
• Young People to increase the involvement
through surveys the number of respondents
on the ground. There is a commitment to
of young people and reduce incidents of
feeling very or quite unsafe. Crime reduction
learn and innovate and a willingness to share
youth disorder. Reported incidents of
targets along routes and on Merseyrail net-
and learn from best practice and “what
disorder on school services to be mea-
work were also agreed.
works” between partners.
and transport staff to feel safer.
sured.
• Town Centres and Corridors to increase
to make a positive impact on violence, and
Merseytravel co-ordinates public transport
disorder figures for town centres where
throughout Merseyside, the major city of the
schemes are introduced. To reduce crime
region is Liverpool. The vast majority of the
along selected corridors and at Secure
200 million + public transport journeys each
Stations.
To achieve the strategy, Travelsafe adopted
Examples bus shelters, where there are
a tiered approach ranging from education to
reduced maintenance costs for broken glass
joint police operations. The Safemark scheme
due to less vandalism. Community Support
for schools has been adopted on Merseyside
Officers – through the TravelSafe Board
where schools that meet criteria for safety
between Merseytravel and Police dedicated
and security are accredited. The next level
to the Public Transport Network. Have
has involved outreach youth workers enga-
contributed to a visible and effective presence
ging youths on projects that show the impacts
to ensure security on the network.
of anti-social behaviour and vandalism. One
year are made without incident. Some parts
Continuous Improvement in the partnership
of the region suffer from high levels of social
would be through the development of a new
deprivation, and regeneration is a priority for
crime and disorder reporting system to
a number of agencies including Merseytravel.
provide feedback to those reporting and
Personal security fears are a factor that in-
direct the targeting of resources. The system
hibit access and thus usage of public trans-
would also monitor the effectiveness of inter-
The principle achievements of TravelSafe is
port. A survey established that 18% would use
ventions.
the establishment of an effective partnership
public transport more if security were im-
36
Capable
Guardians
Paradise St
Station,
Soccer Schools
the use of Liverpool night bus services and
Background
CSOs REVENUE
PROTECTION
Travelsafe also agreed targets to reduce
project based on a central Liverpool bus
station has significantly reduced crime.
Results
which is making a difference by securing and
37
“Nothing can
illustrate so well as
good examples.To
work with safety and
security involves a
tremendous number
How to
go on?
of different perspectives – with an
equally great
number of different
ways and methods.”
Process and partnership
Process
The questions help to structurally summarise
ral links in a chain. All aspects of the whole
The structure of the process must be within a
and elucidate often relatively different under-
journey must function well. The responsibi-
certain framework. One successful way is to
lying documentation and material, which can
lity for the different parts of the journey must
let the process follow a series of questions:
be comprised of statistics, in-depth inter-
lie with several players. To be safe on board or
views, police reports, etc. This relatively
at a terminal is not sufficient. The way to and
simple structure implies that all players in the
from the bus is at least as equally important
partnership can easily identify their roles and
for many people – which is why different
responsibilities, as well as which form of co-
players must participate in the overall res-
operation is required.
ponsibility. These players may be transport
Why? – Why are we working with this issue?
Who? – Who experiences insecurity?
Where? – Where is it happening?
When? – When is it happening?
What? – What are the problems?
hoW? – How can we solve the problems?
Who is “we”?
38
authorities or operators, but also equally
Partnership
important are the municipality, the police,
Travelling by public transport involves seve-
property owners, multi-storey car parks, etc.
39
Measures
and methods
Methods and measures involve the way of
capturing knowledge and the feeling of safety
and security, as well as the action plans that
are to be carried out.
“Walking for Safety” – to
participate in the process
ted. It is important that visual tools be used
walk can take quite a long time. There will be
such as cameras, video, maps and descriptive
many halts to describe a certain situation. It
material.
is therefore best to restrict the area and/or
One should allow those who participate to
split the walk into several sessions.
build small workgroups. Planners or other
Safety and security is often about feelings –
representatives from for example public
including our eyes – to be able to see and be
transport should be part of the group so as to
seen. Feelings are difficult to describe. They
learn and listen – which is an excellent way of
may sometimes take time to formulate. Give
increasing the related empathy. Discussions
the group time! Let the members of the group
take place during the walk, which should be
help each other and ensure that the group
summarised and documented. Discussions
represents different ages, genders and expe-
after the walk often lead to further under-
rience.
standing.
The objective of the walk must be clear and
The “Walking for Safety” method implies
concise. If certain times of the day, night,
being in the environment concerned, and
week, or even the year, are of specific interest,
quite simply to survey and identify the descri-
then the walks should be carried out during
bed locations and products. Together with
those specific times. It is equally important to
residents, passengers and staff, a particular
clearly state the kind of proposed measures
environment can be “scanned” and documen-
that are to be discussed. Remember that a
A few sub-areas as support include:
• the overall picture
• the different parts of the transport system
Information
Public address systems are in full
working order, and are regularly
used by trained staff to inform
passengers about services.
Audible and visual information
systems are provided.
Information about delays is given
as soon as possible.
Information on fares is easily
available.
Information on fares is available in
alternative formats to meet the
needs of those with disabilities.
Information on routes is easily
available.
– bus stops, pedestrian paths, cycle paths,
pedestrian crossings, etc
• buildings lining the streets
• cleaning and maintenance
• open places, squares
• tunnels and pedestrian crossings.
Checklist – structured control
Checklists and all forms of templates and
models can sometimes be perceived as being
formal and governing. Checklists are however very valuable particularly when working
Information on routes is available
in alternative formats to meet the
needs of those with disabilities.
Information is displayed in vandalproof form.
Information displayed conforms to
DPTAC guidance (legibility of
timetables).
Signage includes information on
toilets and telephones and uses
international symbols.
Signage includes specific information about disabled persons’ toilets
in the vicinity.
in a partnership. Checklists can contain many
different questions and points. Just like
“Walking for Safety” and other methods, the
objective of the checklist is the central point.
The lists can easily be developed and modified. To improve safety and security requires
a process spread over several years. The modification of the checklists can well be a part of
the process, and should be documented.
40
Yes/No
Where there are safe and accessible pedestrian routes from the
interchange these are clearly
signed.
Entrances and exits accessible by
those with disabilities are clearly
signed.
There is a local map and directional signs at all interchanges.
Design
Yes/No
An access consultant has been
involved at the design stage to
ensure any potential problems can
be addressed before bricks and
mortar are in place.
There are adequate shelters and
seating at the interchange.
Through informal surveillance
passengers can expect to both
see and be seen by passers by,
road users etc and all parts of the
bus station will be well lit to encourage a feeling of security and to
assist people with visual impairments.
Artificial illumination may be necessary in some parts of some
bus stations in daylight hours.
Lifts are provided where vertical
circulation routes are not accessible.
Unstaffed interchanges or remote
areas of large interchanges have
accessible, clearly signed help
points or other emergency communication facilities for passengers.
Doors are not too heavy to open.
There is a working and accessible
public telephone nearby.
Public telephones and help points
are at a suitable level to allow
access for wheelchair users.
Operation
Yes/No
Control and management of the
bus station will ensure that the environment is clean and well maintained, affording reassurance to
passengers that the area is well
managed.
Bus station inspections should be
made (weekly?) to ensure that any
potential threat to personal safety
is identified and resolved.
Toilets are checked and cleaned
frequently to deter misuse and
maintain cleanliness and should
not be isolated.
Checking and cleaning of toilets
includes disabled persons’ toilets
which are often isolated from
other areas and can easily be
forgotten.
Waiting areas are checked
regularly to deter misuse and
check for litter and damage.
Crime Prevention Surveys are
conducted periodically at all existing bus stations by an appropriate
Police Architectural Liaison Officer
in order to monitor and review
design features affecting personal
security and inform any plans for
improvement.
The landscape management programme will ensure that landscape features do not become
targets for vandalism or provide
cover for potential criminal activity.
Tunnels are well lit and have
mirrors at blind corners.
The station/interchange has
visible and publicised CCTV in
working order covering all public
areas.
Source: UK Guidelines by Passenger Transport
Executive Group.
Video and other ways of
capturing reality
To capture experiences of safety and security
A few catchwords for this form of documenta-
experiences. "Focus groups" is a method that
tion include:
functions well, where 10 to 12 people are
• capture people
be selected so that they represent different
often requires tools in the form of cameras,
• different situations
groups with different experiences. The choice
video and tape-recorders. A picture says
• items that ought to be improved
depends on the subject that is to be focused
more than a thousand words, but it can also
• differences with light and dark.
on. The discussion is led by a moderator who
be important to capture verbal descriptions.
The assembled descriptions create a joint
has a number of prepared questions and areas
Focus groups and other
ways of listening
as support. It is best that those concerned are
a better understanding of locations and
Safety and security is about experiences. It is
statistic, but instead is a qualitative method –
products. It is often difficult to describe how
therefore important to listen to those who are
and can often be used as a preparatory stage
frightening a dark place can be when sitting in
concerned in order to enable empathy. There
prior to a quantitative method.
a well-lit conference room.
are many methods of listening to people's
platform for the different players involved.
Not least pictures – still or moving – provide
42
invited to a two-hour discussion. They may
not experts on the focus subject.
A focus group shall not be reported as a
“The creation of accessible environments
increase the attractiveness of public
transport needs accessibility to reality and
to understand the feeling of safety”
References
Understanding the sense of security, SuSi-
Policy in action, The Swedish Local
PLUS research project, Gerhard Schenk,
Transport Association, Sweden.
Hamburger Hochbahn AG, Germany,
Geneva June 2004.
The book contains several examples of
Travelsafe through partnership,
Merseytravel, Liverpol, UK, Travelsafe
methods and ways of approaching the
Driver´s training to respond to uncivil
process of safety and security. Several of the
behaviour, Hilmar Smidt-Kohlhas, BGV,
examples have been taken from the UITP
Berlin, Germany, Geneva June 2004.
conference held in Geneva in June 2004.
Strategi 2002-2005.
People are the same, Lisa Warsén, Jönköping
Public Transport Authority, Jönköping, Swe.
A global strategy to ensure Security in the
Walking for Safety, City Planning Authority,
surface Network, Armando Cocuccioni,
Safer cities, Carina Listerborn, City Planning
Göteborg, Sweden.
Gruppo Torinese Transporti, Torino, Italy,
Authority, 2000, Göteborg, Sweden.
Geneva June 2004.
Security Tools for the Future, Alain Chesnoy,
RATP, Paris, France, Geneva June 2004.
Manual, Security and Safety Inspection
To travel safely from A to B – the national
Tours, Göteborg, Sweden.
Dutch approach towards security, Pex
Operation Safer Travel, Travel West
Langenberg, Ministry of Transport, The
Phil HAYWOOD – Personal Safety and
Midlands, 2004-2005 Annual Report.
Hague, Netherlands, Geneva June 2004.
Security using Public Transport – The UK
Objective and subjective security, Herbert
Role of communication; the Dublin Bus Anti-
König, Münchner Verkerhsgesellschaft,
Vandalism Campaign, Peter Scott, Dublin
Munich, Germany, Geneva June 2004.
Bus, Dublin, Ireland, Geneva June 2004.
Community involvement in design,
Waiting and Interchange, Audit Commission
Proceedings of UITP International
CENTRO West Midlands, Robert Smith, UK,
London UK, South Yorkshire PTA Traveler
Conference "Personal Security in Public
Geneva June 2004.
Safety, Best Value Report April 2002.
Transport", Geneva (CH), 2-4th June 2004.
experience –A case study for Jönköpings
Länstrafiken Sweden June 2004.
Lisa WARSÉN Analink, Stockholm (SE) "A safer City - the case of Jönköping", Sweden
44
45
Project – a background to this book
The project called “Safety and Security when
explain via various methods an individual's
can be transformed into geographic visual
Travelling in a Public Environment” was car-
experience, what influences the experience,
pictures via a GIS (Geographic Information
ried out in 2003-2004 by Jönköping's Public
and how the experience can be transformed
System).
Transport Authority and the Municipality of
into measures for improved safety and secu-
The project has been reported in a film that
Jönköping in coordination with the cities of
rity. Several different methods and ways of
was presented at the UITP conference held in
Sheffield and Tel Aviv. The objective has been
approach have been used, including indivi-
Geneva in June 2004. The conference contai-
to centrally focus on the passenger and his/
dual interviews, focus groups, question-
ned many interesting and exciting examples
her experiences of safety and security, and to
naires, and the “Walking for Safety” method.
of how safety and security can be created.
describe how public transport in cooperation
The project has been carried out in varying
Good examples can stimulate activities and
with other bodies can develop a pleasant
degrees in all three cities. In Jönköping, a
action, and provide passengers and others
journey. The project also included descrip-
special study was also performed as to how
with improved safety and security.
tions of and comparisons between Jönköping,
the media can have an influence on safety and
Sheffield and Tel Aviv. The goal has been to
security, as well as how incidents and events
This book has been supported
by the following administrations
and authorities:
VÄGVERKET
(Swedish Road Administration)
VINNOVA
(Swedish Agency for Innovation Systems)
JÖNKÖPINGS LÄNSTRAFIK AB
(Jönköping's Public Transport Authority)
SVENSKA LOKALTRAFIKFÖRENINGEN – SLTF
(Swedish Public Transport Association)
JÖNKÖPINGS KOMMUN
(Municipality of Jönköping)
GÖTEBORGS STAD TRAFIKKONTORET
(Traffic and Public Transport Authority)
46
“We must listen
more to both the
driver and the
passenger so as to
understand the
situation from their
point of view.”
(Politicians and PTA manager)
Designing safe travel
This book has been produced as a result of the Municipality of
Jönköping and Jönköping's Public Transport Authority, (with
the support of Vinnova) having carried out the international
project called "Safety and Security when Travelling in a Public
Environment". The project was presented as a film at the UITP
conference held in Geneva in June 2004. The film is about
Jönköping, Sheffield and Tel Aviv.
Lisa Warsén, consultant and researcher, has
worked with transportation and design for
many years. Her ambition is to always
capture people's needs and requirements
and to pursue them at a strategic level.
Safety and security have represented a focus
area since Lisa worked with gender mainstreaming and was member of the Swedish government's Board
for Gender Equality within Information Technology and Transportation.
Phil Haywood has been an independent consultant since 2002.
Previously he was Director of Planning at South Yorkshire
Passenger Transport Executive in the UK; he was instrumental
in setting up SAFE a partnership between SYPTE, Bus and Rail
operators and Police in South Yorkshire, to
consider the growing concerns with personal safety and security and chaired its
steering group. Phil is also a permanent
guest to the UITP Transport and Urban Life
Commission having previously been a
member.