Bilbao: A New Security Approach

Metro Bilbao in Spain has opted for a security system with a focus based more on dissuasion and prevention than on policing. The transit operator wants to eliminate the widely-held negative perception of their security service and to project a different image so that both customers and staff understand that the security staff are there to protect and help them. In order to develop this new approach to security, Metro Bilbao has implemented a series of measures that can be classified in three groups: measures to improve perceptions of security; cooperation agreements with the police; and a security staff training plan. The measures to improve perceptions of security include a high-visibility jacket for security staff, the implementation of a communications system that keeps security staff in contact not only with each other and with the centralized control point but also with station staff, and passive security measures such as intruder detection and closed-circuit television systems. Cooperation agreements with the autonomous Basque police and the local police ensure rapid intervention when called on. The training plan was designed for Metro Bilbao security staff, not only to brand the security provided as unique to Metro Bilbao, but also because railroad security is different from security in other environments. The human factor is important as a conflict resolution element in customer service, hence the development of staff behavior protocols that help transmit the idea of security staff being available to prevent problems and assist users. All the measures designed and implemented by Metro Bilbao have the aim of improving perceptions of security among customers and staff.

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  • Authors:
    • Ledesma, Eduardo Hernandez
  • Publication Date: 2010-1


  • English

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  • Accession Number: 01154653
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Apr 2 2010 11:23PM