Some jokingly call it the “Voice of God,” but for passengers of the Sacramento Regional Transit District (SacRT), the new public address system acts as a security enhancement tool that has the added advantage of significantly improving customer service. It’s a simple concept; when passengers violate basic station rules like no smoking or drinking alcohol, than SacRT security immediately uses its new P.A. system to communicate with the rule breaker. The novelty is that SacRT security staff is miles away, remotely monitoring surveillance cameras from the Security Operations Center (SOC) in downtown Sacramento. It’s an effective solution to an ongoing transit challenge, as it sends a loud and clear message that light rail stations are under constant surveillance and the rules are being enforced.
For security personnel, the statement is simple and direct, “Excuse me, to the man wearing a red baseball cap, there is no smoking allowed at the light rail station. Please extinguish the cigarette immediately.” Surprisingly, passengers tend to listen and then abide by the order. If they do not acquiesce, a sworn officer or transit agent will be dispatched to the station to issue a citation.
SacRT Police Services Chief, Lieutenant Lisa Hinz, is pleased at the effectiveness of the new P.A. system, which was originally put in place to help transit agents communicate with riders about the next arriving train. “Since the program rolled out in June, SacRT’s security team has issue hundreds of P.A. announcements to encourage loiterers to leave and others to straighten up their behavior. Incredibly, not one person has complained,” said Hinz. “In fact, SacRT passengers seem to be in favor of the security tool, and view it as an exceptional customer service improvement.”
The SOC has been so effective at using high-tech surveillance cameras and remotely communicating with customers, that it has gone to a 24-hour, seven-day-a-week operation thanks to a tremendously positive response.
Perhaps the most amazing use of the P.A. system to date came in early September, when a four-year-old girl started playing on the tracks. The parent was picked-up by surveillance cameras, and it was clear to security that she did not realize her child was no longer next to her. Security staff began making announcements to the entire station alerting passengers to the unsupervised child. Within moments, the child was scooped up from the tracks and reunited with her mother, who was clearly surprised by the child’s actions.
The P.A. system has been installed in 46 of SacRT’s 52 light rail stations. Full installation is expected by spring 2018. SacRT is also installing surveillance cameras on its light rail cars to monitor passenger behavior while trains are in revenue service. A total of 72 out of 97 light rail cars have been outfitted with state-of-the-art surveillance camera equipment, and with a 24-hour monitoring operation in play, the security team can respond within minutes when there’s an incident. SacRT Police Services report an 85 percent apprehension rate for law breakers thanks to excellent video and police work.
This new approach to passenger safety and security may very well become a model for other transit agencies tackling old challenges. SacRT is also using smartphone technology to provide customers with direct communication to the SOC. The “Alert SacRT” app allows passengers to discreetly send text messages, pictures and video directly to SacRT Police Services, if they are witnessing security concerns while onboard a bus or light rail train, or at a station or bus stop. The safety and security app is also used to push out service disruption alerts.
“Customers are SacRT’s number one priority, so it’s our mission to provide a clean, safe and convenient public transit service for everyone,” said SacRT General Manager Henry Li. “Our new Alert SacRT app empowers riders and encourages them to be the eyes and ears of our system.”
Most recently, SacRT began encouraging customers to use the “Alert SacRT” app to text minor complaints or report service concerns. By offering a variety of communication tools that engage customers in the style in which they feel most comfortable, whether it’s over the phone, text, email or through social media, the overall customer experience has improved, making it a great transit system for all. This simple approach has proven to be extremely effective at reducing nuisance behavior, while conveying a strong safety and security presence to law abiding citizens. It is a recipe for success that SacRT is proud to share with others in the transit industry.
