CHAPTER 5
Conclusions and Future Research

This report provides an overview of practices adopted by transit agencies to improve customersʼ perception of security on bus and rail. It is clear that perceptions of security are personal, nuanced, and hard to define. The way someone feels in the transit environment is influenced by who they are, their past experiences, the physical environment where they are, and the social environment in their community. The strategies adopted by agencies have shifted since 2015, yielding positive outcomes. Technology has changed rapidly, with smartphone and camera equipment now ubiquitous and much more advanced. The most significant shift in strategies has to do with the approach or philosophy about people who are unhoused, suffering from mental health concerns, or who are nondestination riders. In recent years, agencies take a more compassionate approach to addressing security, partnering with social service organizations to help these people, approaching them with care and concern instead of criticism and forced removal. Many of the security concerns originate around fares, and how agencies enforce fare evasion makes a difference. Moving from exclusionary to compassionate methods requires a different way of thinking.

The most commonly adopted strategies that received positive outcomes included surveillance technology such as CCTV, security personnel presence, and coordinating or partnership-building with other agencies. Strategies that were not so common included bus shelter art contests for high school students; partnerships with universities where students in health, medical, or social sciences fields volunteer as outreach coordinators or health navigators; and elevators that remain open when not in use.

This study emphasizes that the concern about security is not just a transit issue, it is a societal issue that transit agencies in large urban areas and in smaller cities alike are having to face. Transit agencies are having to redefine roles, find creative partnerships, and consider new ways to approach solutions. Addressing the perception of security is a complex endeavor and requires a holistic and industrywide effort. Agencies are working to understand the complexities and nuances and are learning and modifying as they go. These agencies are collaborating to develop innovative solutions, and leveraging funding to implement programs with local, regional, state, and federal partners.

Findings

Based on the literature review, agency survey, and case example interviews, the project team developed a list of findings. This list is not exhaustive, as each conversation and document provided valuable and insightful information. Nonetheless, several key findings stand out that will be particularly useful for improving ridersʼ perceptions of security.

• A lack of cleanliness in trains, stations, and bus stops negatively affects safety perceptions, with dirty environments being associated with a lack of care and security. Environmental factors like poor lighting and inadequate infrastructure contribute to feelings of insecurity. Common requests were made across agencies for more garbage cans and cleaner facilities.

• Some passengers feel safer with a police presence, while others, especially youth and people of color, feel anxious. Visible security personnel, such as crisis intervention specialists and transit ambassadors, are preferred by some riders.
• Agencies are balancing compassionate handling of homelessness with ensuring passenger comfort. The presence of individuals experiencing homelessness can make passengers feel uncomfortable, particularly when they occupy limited seats or appear intoxicated.
• Drug use is a major concern and contributes to the perception of insecurity.
• There is a connection between fare enforcement and anxiety, which sometimes escalates into confrontations, thereby increasing concerns about security.
• Although human trafficking and sexual exploitation of children was not a focus of this study, it was mentioned by several agencies in the survey and case example interviews.
• Agenciesʼ strategies have shifted from exclusionary approaches to compassionate, inclusive approaches. Recent strategies focus on built environment design, security presence, technology innovations, policies, training, communication engagement, and partnerships. These strategies prioritize empathy and inclusivity, addressing the diverse needs of passengers, particularly populations who have unique safety concerns.
• Agencies employ continuous passenger and employee surveys, listening tours, and third-party evaluations to gather and analyze customer feedback.
• Agencies use multiple approaches for reporting incidents, including mobile apps, text messaging, intercoms, call boxes and customer service hotlines. Agencies use the data from these sources to track and analyze trends and enhance response effectiveness.
• Agencies adopted strategies and had various outreach programs and campaigns for certain groups, such as “Not One More Girl” and “Salem for Refugees.”
• Many strategies have been adopted to support individuals facing homelessness and mental health challenges. For example, some transit agencies are collaborating with nonprofit organizations that offer shelter and services.
• Innovative approaches such as establishing partnerships with universities to bring health and social work students to do outreach on the transit system, having high school students participate in design contests to add art to bus shelters, and using technology to keep elevators open should be considered by other agencies working to improve the perception of security.

Future Research

Suggestions for future research include:

• Conduct comprehensive longitudinal studies to understand the long-term effects of various safety interventions on passengersʼ perception of safety. These studies could track changes in perception over time and evaluate the sustainability of different strategies. Some agencies such as BART have done a great job collecting data continuously to monitor the effectiveness of strategies.
• Explore the development and impact of compassionate and inclusive policies on transit security and on customersʼ perception, including evaluating how these policies affect the behavior and experiences of populations such as those experiencing homelessness in the transit system.
• Research the effectiveness of different policy and enforcement practices, such as fare evasion and suspension policies, in improving both actual and perceived security. These studies should consider the balance between strict enforcement and compassionate security.
• Compare perceived security metrics with actual security events as data about assaults on passengers and transit workers continues to be defined and standardized in the National Transit Database.

• Investigate how transit agencies are working to address human trafficking and the sexual exploitation of children.
• Conduct additional case examples with transit agencies to get detailed information about how they are addressing safety and security. An hour-long conversation with key individuals provides insight that a survey may not. It would be beneficial to interview not only customer service/experience personnel but also transit agency staff focused on infrastructure, security, and outreach.
• Poll the community. Surveys conducted by transit agencies are often focused on their customers, not on the community. Understanding the perceptions of people who are not taking transit is critical to addressing feelings of insecurity and encourage increased ridership.