Fear of crime - what can operators do?
A Package of Measures
Passengers need to feel safe on each part of the journey: on vehicle, waiting, changing between modes of transport, and walking to and from the stop or station. Operators need to consider what can be done to improve each of these parts - to focus on one at the expense of the other is unlikely to meet the passenger's need for personal security along the 'whole journey'.
No single measure stands out as meeting all those needs. For example, while passengers say they feel more secure if there is good lighting, and that they feel reassured by the presence of staff and by CCTV which they know to be monitored, these measures alone are unlikely to be enough. Rather, it is a package of measures, tailored to local circumstances, that will help them to feel that the operator is taking all practicable steps to ensure their personal security.
We know that experiencing or witnessing a crime has a significant impact on levels of fear, so it follows that if you take effective steps to reduce incidents of crime, you are likely to reduce fear of crime too. And, since supporting those who have experienced crime can assist a faster recovery of confidence, offering a sympathetic response - and information about victim support agencies - can impact positively on fear levels in the future.
Creating a Busy Environment
Feelings of isolation contribute to feelings of insecurity. It is especially important to create a busy environment during off-peak hours, when it is most difficult to achieve. This is the time when there are likely to be fewer staff on duty, and it is worthwhile for operators to consider the possible benefits in having staff present at such times in terms of:
1. providing reassurance to passengers, and
2. deterring those who might otherwise misuse the facility [eg those engaged in graffiti and vandalism].
It is important that any staff on duty are both visible and available to passengers.
Retail outlets that stay open late can draw people to them, thus creating activity. And the member of staff may by their presence be reassuring. However, it is important to consider the need to attract people of all ages, not just the young, and to avoid the sale of alcohol which brings its own problems.
Passenger perceptions that an environment is busy in off-peak hours can be created through reducing the space, for example by reducing the number of carriages on a train, limiting the number of bays in use at a bus station, or closing certain exits at a rail or bus station.
Ticketing schemes which make it cheaper to travel in pairs [such as 'two for the price of one'] may encourage some people - especially women - to use public transport rather than go by car or taxi.
Creating a Controlled Environment
Revenue control is one means of excluding from the system those people who are using it other than for travel. Some revenue control initiatives have also had an impact on other crime levels, such as vandalism.
Control of the environment is signalled by clear boundaries, maintenance and cleanliness. Control of people is signalled by the capacity of staff to manage difficult situations. And personal control for the passenger is facilitated if there is information which allows them to plan their journey in advance, find their way along the route - especially at interchanges - and helps them to orientate themselves in relation to the wider environment.
Fear and the Physical Environment
The impact of design on crime and perceptions is well documented, and Guideline no 2 deals with this.
As an operator you may not see the problems that the passenger encounters, because you are familiar with and confident in the environment. It is important that you look at the journey through the eyes of the passenger who travels it for the first time. You may discover that signage is not clear, that timetables are out of date, and that there are parts of the journey when there is nobody to ask for help.
Carry out an audit, involving users. Make sure that you take part, so that they can point out to you the things that impact on their perceptions of personal security. And do it during off-peak hours as well as during the rush-hour, to gain an insight into how the environment changes over the course of the day.
An audit can also help you see the unforeseen consequences of some design features that looked good at the planning stage but present problems in reality. For example, the positioning of the telephones may force users to have their backs to other people, and the toilets may be discreetly tucked away so that those using them feel isolated and vulnerable.
Enhancing the Role of Staff
Again, the role of staff in providing reassurance to passengers is well established, and addressed in Guideline no 3.
Passengers like to see staff, but are aware of the financial constraints that operators work in. There is an increasing awareness of new technology, and its potential use in helping staff to do their work more effectively. So, for example, CCTV can enable station staff supervise all areas of the station, and radio communication can enable a driver to summon assistance to an incident.
Passengers are also familiar with and reassured by the use of private Security Guards to complement transport staff and the police in providing a reassuring presence. It is important that such companies are bona fide and that their responsibilities are carefully defined, so as not to risk losing passenger confidence by their inappropriate or unhelpful intervention.
The Secure Stations Scheme
The Secure Stations Scheme is an opportunity for Britain's rail companies to improve security and perceptions of security at their stations. It provides and incentive for station operators to improve security and provide reassurance to passengers.
The Scheme recognsises that crime and fear of crime can be addressed through physical design measures such as surveillance, lighting and landscaping, but that management practices which give priority to preventing crime and providing a reassuring environment will be crucial to ensuring that a station is - and remains - secure.
