Onboard Camera Applications for Buses (2016)

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14 CHAPTER FOUR CHALLENGES AND LESSONS LEARNED The agencies stated they have achieved their goals associated with onboard electronic surveillance technologies on buses. They have had challenges since these programs started in the early 1990s, but they have overcome them, and the survey provides lessons learned to those considering installation or facing similar challenges. Challenges agencies faced included the following (Figure 18): • Cost to install and maintain • Employee/union acceptance • Equipment reliability FIGURE 18 Barriers to implementation. Source: Survey results. Other challenges that agencies mentioned specifically include the following: • Maintaining older equipment and more than one type at the same time • Replacing obsolete equipment. The agencies ranked their greatest barriers to implemen- tation, with cost being the most significant. CHALLENGES OVERCOME Agencies overcame the cost of installing and operating onboard camera systems by receiving federal funds and grant funding, and by receiving a return on investment (ROI). The systems add cost to a new bus and in some cases new servers in the bus depots, as well as equipment for view- ing. Nonetheless, agencies overcame the challenge by being strategic and prioritizing the systems within their budgets, and by getting executive support for the programs. Union acceptance has been gained by demonstrating that the systems help the bus operators and by working closely with the labor union representatives. Customer complaints have decreased. In many instances, bus operators have been investigated after certain incidents and surveillance video has proved the customer complaints have been unfounded. Agencies reported that being open and transparent was very important. One agency rewards the operators for col- lision avoidance. Surveillance equipment reliability improved as preven- tive maintenance practices were developed either in house or by contractors. Maintainers were properly trained and the equipment was inspected on a regular basis. In some cases, the equipment is self-diagnosed. The bus is then “tagged” and brought into the depot for service. Maintaining older and obsolete equipment can be diffi- cult, especially when there are various types of surveillance equipment at one agency. To overcome this obstacle, agen- cies have standardized the equipment on their fleets to one type and worked with specific vendors. Maintaining good relationships and partnerships with the vendors has also been very helpful. In some cases, agencies have identified the camera systems and only use one source for them. Furthermore, equipment technology has improved over time. As the technology has advanced, there have been needs for advancement on the transit agencies’ networks, as well. In one situation, the agency was able to increase the band- width so that transmitting the information would not shut down the system. However, the increased bandwidth came at a price: increased network and server costs. LESSONS LEARNED All of the agencies found that cameras are an important, vital tool in the security of employees and riders. Communi- cation is key for managing, training, and developing policies throughout the organization. The agencies recommend the most current, clearest camera images and maximizing the

15 As reported, a number of the agencies also suggest that they continue to work with union representatives to focus the cameras on the bus operators for their safety. One of the agencies recommended using a nonproprietary server so that it would be possible to upgrade equipment using the same server. Another agency reported that its equipment is sensitive to high temperatures during the summer and that proper ven- tilation and maintenance are required during these months. Technology continues to improve, and it is important to have a plan for upgrading the systems and taking advantage of the fast-paced improvements. number of cameras installed on buses instead of minimiz- ing them. The most often reported lessons learned include the following: • Onboard camera applications have agencywide impact and become invaluable. • Standardize the systems on the buses. • High-definition cameras are most effective. • Maximize the number of cameras. • Find a system that is easy to use and reliable. • Work with the union as soon as possible for buy-in. • Dedicate staff to review video.