Iain Palmer
Head of Revenue Protection and Security, c2c
Research by the Rail Delivery Group (RDG) and Cambridge University revealed that equipping rail staff with body-worn video (BWV) significantly improved safety. They recorded reductions of 47% in the likelihood of assault at stations and 28% in staff assaults. So why is wider adoption of this tech progressing so slowly?
Iain, thanks for speaking to Expert Edit. Can you describe the kind of safety risks customer-facing rail staff contend with in stations and on trains?
Having progressed from a frontline role myself, the everyday risks our colleagues face are never lost on me.
There are a huge range of challenges when dealing with the public, from verbal abuse and intimidation to physical assaults. This is often centred around enforcing rules like ticket checks or managing anti-social behaviour. These incidents can escalate very quickly, particularly in busy stations or on late-night services.
Colleagues also deal with unpredictable situations involving vulnerable passengers, those suffering a mental health crisis, or fare evasion. These can all become flashpoints for aggression.
Alcohol and drugs affect people in adverse ways—so does life in general. The most reasonable of people can have a bad day and take that out on our staff.
What benefits have you seen at c2c since introducing BWV?
To put it simply, safer stations and safer staff. More of our colleagues are wearing them, and we’ve mandated them for all staff within our security contracts. They tell us that it makes them feel safer at work.
I believe that prevention is the way forward. BWV is a visible deterrent. So, the more cameras that are in circulation, the better. And the more evidence we have to prosecute those who feel it is ok to take out their frustrations on our colleagues.
BWV provides clear, impartial evidence, cutting investigation times and improving prosecution success rates.
We had one serious incident a couple of years back where a male was verbally and sexually explicit in his abuse to one of our female colleagues. The BWV footage was provided to the British Transport Police and played a significant part in securing a successful prosecution.
The static camera on the wall will have seen someone acting a bit agitated. But the ferocity and content of the verbal abuse captured on the BWV was chilling. More than anything else, that was a major contribution to securing justice.
What factors do you think are still causing the slow industry-wide adoption?
There is cultural resistance to it, but colleagues are coming around to the idea that using BWV in the right way will help build transparency and trust.
I look back over the past decade where BWV was introduced to policing. That would have been a significant challenge for them. But when you speak to police officers now, their instinctive response to an incident is to start their camera recording.
Time, and working collaboratively with staff representatives on policies and procedures, are the only ways to bust some pre-conceived myths and really build trust with colleagues and customers.
Cost and infrastructure are also challenges. A sensible approach, as we move forward into Great British Railways, would be to leverage the collective buying power of the industry and join forces to have one system.
Currently, industry uses many different cameras and operating systems. Investment in devices, secure storage, and data management systems is significant, especially for operators with limited resources.
We have to think ‘big picture’ and long term. Developments in technology will always happen, so we must be agile enough to advance the kit we use in a timely but cost-effective way. Longer term, integration with live upload systems will strengthen evidence security and reduce risk if devices are lost or stolen.
How can industry leaders reassure frontline workers that BWV is strictly for safety and not creating a culture of invasive surveillance?
Transparent policies and communication are hugely important, as is consultation and engagement. Our BWV policy, for example, explicitly states cameras are for personal safety and evidence. We’re focusing on increasing uptake through a ‘hearts and minds’ approach — which is achieved through training, peer advocacy, and showcasing success stories. Additionally, regular briefings, myth-busting sessions, and effective training on the equipment, will help our colleagues understand that BWV is there to help. We want our frontline colleagues to ‘want’ to wear it, to help them feel safer at work.
The footage captured on our devices is encrypted. Access is restricted and activation is only permitted for legitimate safety reasons. As rail leaders, we need to work closely with trade unions to build trust and explain the benefits and safeguards.