CCTV operation system design should be aimed at addressing a number of clearly defined purposes for the organisation.
Sometimes, to assist with funding or to gain leverage, the needs of other functions besides security such as production, logistics or safety are incorporated into the CCTV scheme coverage as well. For this reason, the system design should be matched against clearly stated operational requirements. These define how the system and the cameras should deliver a service relative to the organisation's needs. Often, the original clear objective and purpose of the system starts becoming diluted as soon as it leaves the drawing board. Ultimately the responsibility gets passed through a number of people responsible for development and given over to a group of staff to run the CCTV system and fulfil the requirements. The danger in this is similar to that in the telephone game, otherwise known as Broken Telephone, Chinese whispers or whisper down the lane. The Wikipedia online free encyclopedia describes this as a game in which a phrase or sentence is passed on from one player to another, but is subtly altered in transit. The final understanding of the message is far from the original or intended one. Similarly, the passing on of the CCTV objectives, priorities and intention from one person and one level to another results in a final version that may be very different to the original requirement that was conceived.
Bad surveillance
The worst kind of surveillance is a random viewing of images displayed on monitors as they arise. Any kind of detection under these conditions is often purely by chance.
Operators may review scenes using hundreds of cameras or constantly changing camera views per day. So what do they look at most? Fortunately, most operators have an idea of what is important to view and there is generally a concentration in these areas. However, they are equally charged with viewing a broad range of areas and conditions, relevant or otherwise, that are continually being shown on screen. Some also see certain scenes as more interesting or entertaining than others, and the use of a PTZ gives more variety in tasks and always tends to be used more often. In the worst case operators just look at screens without actually seeing anything of what is there. While in isolated situations this could be due to screen blindness (too much time looking at something and ending up not noticing anything), this can also be due to simple boredom or a lack of motivation.
It is important therefore to occasionally go back and reference the original operational requirements of the system in order to audit that the CCTV system is being used appropriately. Even where clear operational requirements were not specified originally, the objective for any CCTV scheme manager and staff is to maximise detection. The way to do this is to ensure that operators are continually working according to the risk profile of the operation and that they are aware of the kinds of conditions, scenes, equipment, people, and behaviour that represents a threat to the wellbeing of the operation they are responsible for. Optimising a surveillance strategy involves covering key events and practices within the site to maximise opportunities for detection and ensure a safe environment. Operators need to be aware of these issues which provide the framework that is used when conducting any viewing of CCTV monitor information during the shift. The priority aspects will be established with management prior to the audit, but may often be supplemented by the experience of operators on the ground and their insights gained from hours of close observation.
Extent of risk
Questions to be cased revolve around the following key issues which define the extent of risk:
* Areas to be viewed - have risk areas been defined, which are the most vulnerable, what can occur there, and when may it happen? This should cause operators to view these areas as part of their patrolling schedule or requested close surveillance strategy at appropriate times. Intelligence information is often a vital ingredient to such viewing, but standard risk assessments and even common sense should assist with establishing priorities.
* Work processes - what vulnerable aspects of the work process have been identified, where are the value points, and where is it possible for the process to be circumvented or sabotaged?
* People - are there any characteristics of people who may be suspects - ie style of dress, movement, behaviour, interactions. Have potential suspects being profiled?
* Authorised vs non-authorised activities - are operators clear on what is allowed and not allowed? Are they aware of the consequences of these?
* Focus on types of incidents - is there the right balance between security and other functions such as safety or production? Do operators know the priorities and is it rewarding for them to stick to these in terms of their performance measurement?
* Alarm and exception handling - is there a reasonable level of alarms, ratio of real to false alarms, time involved versus surveillance, clear camera pictures to the alarms can be investigated properly.
Assisting operations
One of the things that assists with CCTV operations is to have a structured surveillance strategy that makes it clear where, what, when, how and who should be looked at. This is not to say that all attention is given to only the high risk areas - this would mean that other areas would be unprotected. It simply means that your human and system resources are being used in the best possible way to deal with the threats and concerns that may be faced in your operation. It is essential that the operators who are actually doing the job know these requirements as much as anybody.
Dr Craig Donald is a human factors specialist in security and CCTV. He is a director of Leaderware, which provides instruments for the selection of CCTV operators, X-ray screeners and other security personnel in major operations around the world. He also runs CCTV Surveillance Skills and Body Language, and Advanced Surveillance Body Language courses for CCTV operators, supervisors and managers internationally, and consults on CCTV management. He can be contacted on 011 787 7811 or [email protected]
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