SECURITY AND PASSENGER SAFETY
playing loud music, feet on seats and pas- sengers being drunk or on drugs. Similarly, on the train, passengers reported that the most common form of anti-social behav- iour observed were feet on seats, loud mu- sic and use of phones in quiet carriages. While passengers feel safer when they’re on board, conductors, guards and police may also help cut out these annoying be- haviours.
Meanwhile, when we took a closer look at our research, it became evident there was a greater problem with personal security in the evening. Overall scores on personal security are reasonably positive. However, when asked to compare journeys that they had made before and after 8pm, passen- gers said they were far less satisfied with personal security and the availability of staff when travelling later.
The main worry was waiting at a small empty station for a train. Passengers raised concerns about there being no station staff when returning home later in the evening, the ticket office being closed, gangs of youths loitering around the station’s vi- cinity, issues with a lack of lighting, and bushes and foliage along walkways and ex- its. Once again, passengers identified staff as being the most effective way of improv- ing their perception of security at night.
“Overall scores on personal security are reasonably positive. However, when asked to compare journeys they had made before and after 8pm, passengers said they were far less satisfied with personal security and the availability of staff when travelling later.”
Passengers also believed that open retail facilities can lead to a higher perception of security as retailers were identified as a source of help, should it be required.
We welcome the BTP commitment and work to improve the safety and security of passengers who use the railway. To help the BTP respond to passengers’ needs, Passenger Focus is working in partnership with officers and managers to explore how policing plans can be more effective in re- ducing passengers’ perceived and actual fear of crime.
In the meantime, passengers consistently identify a staff presence as being the one thing that offers them reassurance while travelling on the railway and using the sta-
tion. The industry and BTP need to give se- rious consideration to how it can best de- ploy staff and officers to address passenger concerns. This is especially important as we see the industry respond to these dif- ficult economic times through measures including a review of staff levels.
Furthermore, when we reviewed our re- search to understand how passengers believed the industry could address secu- rity concerns, results show that numer- ous changes can be made to address the problem. Findings included better light- ing, improved design of stations and the use of technology such as CCTV. However, Passenger Focus believes that the deploy- ment of staff and BTP officers at critical times and locations is the one initiative which will make a real difference to pas- sengers.
The benefits of hav- ing visible officers present at the station and on the train, and the ability to show that they are in con- trol of the situation, are clear for all to see.
Anthony Smith
FOR MORE INFORMATION Visit
www.passengerfocus.org.uk
rail technology magazine Feb/Mar 11 | 89
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