Video surveillance technology can be an important tool to address security and liability issues on public transit, but an equipment purchase alone is not enough to ensure success. Once a transit agency has calculated the ROI of their surveillance upgrade and secured funding, the real work begins. We’ll use a real-life customer scenario in the state of North Carolina to illustrate some key factors that contribute to a successful video system implementation.
Establish Clear Objectives
Having clear goals and objectives is the first step in any technology implementation project, and it is no different for video security upgrades. Start with a project charter that specifies what problems the technology will address, and quantifies the expected improvements and the time-frame those improvements are expected. This will both keep the project on track and in scope, and can be used to assess your success post-implementation.
For the North Carolina Department of Transportation (NCDOT), the goal was to equip 1500 para-transit and demand response vehicles in 83 counties with video surveillance technology from a single supplier within a 12 month period. The key objectives for the technology were: reducing accident re-construction costs, improving driver behavior, and streamlining the incident investigation process.
Build the Right Team
Assembling the right team, and ensuring that all key stakeholders and influencers are consulted, is another key element. NCDOT used a multi-pronged approach. First, they secured key executive sponsorship for the project, to display a top-level show of support and demonstrate the project’s top priority. Second, they consulted every key stakeholder that would either be involved in the implementation, or would be impacted by the new technology on an on-going basis, to ensure they were committed to its success. Finally, they chose tech-savvy people to add to the project team that understood the technology and its benefits, to drive the project forward.
Do Your Research
Once the project team is in place, do your research so that you select a technology and a vendor that will support your objectives. Technology should suit your current needs, plus accommodate any future requirements or initiatives, without a full-scale replacement.
Choosing the right vendor is critical. Consider not just price and functionality, but experience with projects of similar size and scope, reputation for reliability and support, and overall responsiveness. NCDOT did extensive research on their technology options, discussed their needs with multiple vendors, and then tested five short-listed vendors to ensure their systems met claims of reliability, ease-of-use, and functionality.
Plan for Success
Have a detailed plan, not only for implementation, but also for post-installation and on-going maintenance. Assign roles to responsible teams. Develop a technology refresh program, to make sure the equipment is replaced in a timely fashion. Also consider the following:
- How will you retrieve video recorded on the bus, and then ensure the chain of custody for that footage?
- What is the process required to request video footage?
- How will you restrict access to video and ensure driver and passenger privacy.
Put all of these decisions into a formal video surveillance policy, vet it with your legal team and publish it. NCDOT researched and created a template document that made it easy for all participating transit agencies to modify and adopt.
Spread the Word
Once your new surveillance system is installed, it is important to let drivers, passengers, and the general public know about your security upgrade. Show drivers how the new technology can protect them, and how they can use the presence of that technology to diffuse conflict. Make sure that you address any concerns with the driver’s union up front and secure their help in making drivers comfortable with the change. For NCDOT, it was important for drivers to see how the camera footage could help them improve their customer service levels, and prevent or address on-board incidents.
Consider a public awareness campaign to make the travelling public aware of the change in security. This can be as simple as posting a notice at the entry of the bus, or as sophisticated as a multi-media campaign to inform customers of the added protection measures. Studies have shown that public awareness that the cameras exist can actually reduce the number of incidents that occur.
Measure Your Success
After your security upgrade is complete, don’t forget to look back at your initial objectives to ensure you’ve attained the goals of the project. If there are shortfalls, determine why and develop a plan to address them. By following the key success factors above, NCDOT was able to get 95% adoption of the technology in just over twelve months, prove 75% of injury claims were false, and reduce insurance costs and payouts. In addition, video proved to be a great tool for driver coaching and helped reduce accident investigation times significantly.
Lori Jetha
Marketing Manager, Seon
Lori.Jetha@seon.com
Thank you Peter!
Great article Lori!