Exploring the Effectiveness of Transit Security Awareness Campaigns in the San Francisco Bay Area

Size: px
Start display at page:

Download "Exploring the Effectiveness of Transit Security Awareness Campaigns in the San Francisco Bay Area"

Transcription

1 Exploring the Effectiveness of Transit Security Awareness Campaigns in the San Francisco Bay Area MTI Report 09-19

2 MINETA TRANSPORTATION INSTITUTE The Norman Y. Mineta International Institute for Surface Transportation Policy Studies (MTI) was established by Congress as part of the Intermodal Surface Transportation Efficiency Act of Reauthorized in 1998, MTI was selected by the U.S. Department of Transportation through a competitive process in 2002 as a national Center of Excellence. The Institute is funded by Congress through the United States Department of Transportation s Research and Innovative Technology Administration, the California Legislature through the Department of Transportation (Caltrans), and by private grants and donations. The Institute receives oversight from an internationally respected Board of Trustees whose members represent all major surface transportation modes. MTI s focus on policy and management resulted from a Board assessment of the industry s unmet needs and led directly to the choice of the San José State University College of Business as the Institute s home. The Board provides policy direction, assists with needs assessment, and connects the Institute and its programs with the international transportation community. MTI s transportation policy work is centered on three primary responsibilities: Research MTI works to provide policy-oriented research for all levels of government and the private sector to foster the development of optimum surface transportation systems. Research areas include: transportation security; planning and policy development; interrelationships among transportation, land use, and the environment; transportation finance; and collaborative labormanagement relations. Certified Research Associates conduct the research. Certification requires an advanced degree, generally a Ph.D., a record of academic publications, and professional references. Research projects culminate in a peer-reviewed publication, available both in hardcopy and on TransWeb, the MTI website (http://transweb.sjsu.edu). Education The educational goal of the Institute is to provide graduate-level education to students seeking a career in the development and operation of surface transportation programs. MTI, through San José State University, offers an AACSB-accredited Master of Science in Transportation Management and a graduate Certificate in Transportation Management that serve to prepare the nation s transportation managers for the 21st century. The master s degree is the highest conferred by the California State University system. With the active assistance of the California Department of Transportation, MTI delivers its classes over a state-ofthe-art videoconference network throughout the state of California and via webcasting beyond, allowing working transportation professionals to pursue an advanced degree regardless of their location. To meet the needs of employers seeking a diverse workforce, MTI s education program promotes enrollment to under-represented groups. Information and Technology Transfer MTI promotes the availability of completed research to professional organizations and journals and works to integrate the research findings into the graduate education program. In addition to publishing the studies, the Institute also sponsors symposia to disseminate research results to transportation professionals and encourages Research Associates to present their findings at conferences. The World in Motion, MTI s quarterly newsletter, covers innovation in the Institute s research and education programs. MTI s extensive collection of transportation-related publications is integrated into San José State University s world-class Martin Luther King, Jr. Library. DISCLAIMER The contents of this report reflect the views of the authors, who are responsible for the facts and accuracy of the information presented herein. This document is disseminated under the sponsorship of the U.S. Department of Transportation, University Transportation Centers Program and the California Department of Transportation, in the interest of information exchange. This report does not necessarily reflect the official views or policies of the U.S. government, State of California, or the, who assume no liability for the contents or use thereof. This report does not constitute a standard specification, design standard, or regulation.

3 MTI Report EXPLORING THE EFFECTIVENESS OF TRANSIT SECURITY AWARENESS CAMPAIGNS IN THE SAN FRANCISCO BAY AREA June 2010 Nina Rohlich Peter J. Haas, Ph.D. Frances L. Edwards, Ph.D. a publication of the College of Business San José State University San José, CA Created by Congress in 1991

4 Technical Report Documentation Page Report No. CA-MTI Government Accession No. 3. Recipients Catalog No. Title and Subtitle Exploring the Effectiveness of Transit Security Awareness Campaigns in the San Francisco Bay Area Report Date June 2010 Performing Organization Code Authors Nina Rohlich Peter J. Haas, Ph.D. Frances L. Edwards, Ph.D. Performing Organization Name and Address College of Business San José State University San Jose, CA Performing Organization Report No. MTI Report Work Unit No. 11. Contract or Grant No. DTRT 07-G Sponsoring Agency Name and Address 13. Type of Report and Period Covered Final Report 14. Sponsoring Agency Code California Department of Transportation Sacramento, CA U.S. Department of Transportation Office of Research MS42 Research & Special Programs Administration P.O. Box th Street, SW Washington DC Supplementary Notes 16. Abstract Public involvement in alerting officials of suspicious and potentially harmful activity is critical to the overall security of a transit system. As part of an effort to get passengers and the public involved, many transit agencies have security awareness campaigns. The objective of this research is to learn how transit agencies seek to make security awareness campaigns effective and explore how they measure the effectiveness of such campaigns, if at all. This research project includes data from case studies of five major agencies that provide transit service in the San Francisco Bay Area region. The case study data are comprised of descriptions of the types of security awareness campaigns the agencies have implemented, the goals of the campaigns, and how they seek to make their campaigns effective, as well as whether and how these agencies measure and determine the effectiveness of their campaigns. A positive finding of this research is the consistency with which Bay Area transit organizations address the need for passenger awareness as part of their overall security program. However, none of the five agencies analyzed for this study measures the effectiveness of their campaigns. Whereas they all have a similar goal to increase passenger awareness about security issues little evidence exists confirming to what extent they are achieving this goal. The paper concludes with suggestions for using outcome measurements to provide a reasonable indication of a campaign s effectiveness by capturing the public s response to a campaign. 17. Key Words Public Transportation; Security; Terrorism; Marketing; Public Information Programs 18. Distribution Statement No restrictions. This document is available to the public through The National Technical Information Service, Springfield, VA Security Classif. (of this report) Unclassified 20. Security Classifi. (of this page) Unclassified 21. No. of Pages Price $15.00 Form DOT F (8-72)

5 Copyright 2010 by All rights reserved Library of Congress Catalog Card Number: To order this publication, please contact the following: College of Business San José State University San José, CA Tel (408) Fax (408)

6 Acknowledgments Many thanks to the following people, whose input and support made this project possible. Thank you to Christine Dunn, public information officer, San Mateo County Transit District; Frances Kernodle, president, Frances Kernodle Associates, Inc.; Kellee J. Hopper, marketing & communications director, Golden Gate Bridge Highway & Transportation District ; Matt Raymond, chief communications officer, Los Angeles County Metropolitan Transportation Authority; Priscilla T. Kalugdan, marketing manager, Capitol Corridor Joint Powers Authority. Thank you to Bay Area Rapid Transit (BART) staff, including Frederick A. Edwards, manager, Operations Control Center; Melissa A. Miller, principal marketing representative, Marketing and Research; Pat Seto, supervisor, Transit Information Center. Federal Transit Administration (FTA) staff who provided their assistance are Bridget Zamperini, Transit Safety & Security specialist, Office of Transit Safety and Security; and Mike Flanigon, director, Office of Transit Safety and Security. Thank you to Santa Clara Valley Transportation Authority staff, including Bernice Alaniz, deputy director, Marketing & Communications; Brandi Childress, community outreach supervisor, Media Relations and Community Outreach Department; and Catherine A. Hendrix, senior management analyst, Protective Services Thank you to the anonymous peer reviewers for their input. (MTI) staff instrumental in assisting in the creation of this report include Executive Director Rod Diridon, Sr.; Director of Communications & Special Projects Donna Maurillo; Director of Research Karen Philbrick, Ph.D.; Research Support Manager Meg Fitts; Student Publications Assistant Sahil Rahimi; Student Graphic Artists JP Flores and Vince Alindogan; Webmaster Frances Cherman; and Editorial Associates Robyn Whitlock and Catherine Frazier. Author s Note: Similarities exist between this publication and a version to be published by the Transportation Research Board in December 2010.

7 i Contents Executive Summary 1 Background 3 Research Methods 9 Data SUMMARY 11 Bay Area Rapid Transit District 11 San Mateo County Transit District 14 Capitol Corridor 16 Santa Clara Valley Transportation Authority 18 Golden Gate Bridge, Highway and Transportation District 21 Findings 23 Making Campaigns Effective 23 Measuring Effectiveness 26 Recommendations For ACTION 31 CONCLUSION 33 Appendix A: Transit Watch Program Templates 35 Appendix B: Transit Agency Security Awareness Campaign Materials BART 37 SamTrans 39 Capitol Corridor 40 VTA 41 Golden Gate Transit 43 Appendix C:Complete List Of Transit Agency Interview Questions 45 Endnotes 47 Abbreviations and acronyms 53 bibliography 55 About the Authors 57 Peer Review 59

8 ii Contents

9 iii List of Tables 1. Summary Data for Transit Agency Security Campaigns Outcome Indicators and Possible Measurements for Security Campaigns 28

10 iv List of Tables

11 1 Executive Summary Public transit has been and will likely continue to be a target of terrorist attacks. The terrorist attacks of September 11, 2001 against the Pentagon and the World Trade Center using airplanes highlighted the need for increased security in the United States transportation sector overall, and prompted additional security efforts for many public transit agencies across the U.S. The March 11, 2004 Madrid commuter train bombings, the July 7, 2005 London transit system bombings, and the March 29, 2010 Moscow metro attacks are more recent reminders of the need for vigilance. Due to its openness and accessibility, public transit is considerably more vulnerable than airports, seaports, and other transportation modes organized around limited access points that can institute widespread security screening measures. In addition to relatively open access points, transit systems often have large numbers of passengers during commute hours, accessible schedules and timetables, are in close proximity to other potential targets, and are critical pieces of infrastructure for urban areas. Public involvement in alerting officials to suspicious and potentially harmful activity is critical to the overall security of a transit system. As part of an effort to get passengers and the public involved, many transit agencies have created security awareness campaigns. The objective of this research project was to (1) determine how transit agencies seek to make security awareness campaign effective, and (2) explore ways in which to measure the effectiveness of such campaigns. This project focused on understanding the types of security awareness campaigns that a select group of transit agencies in the San Francisco, California Bay Area region have implemented, the goals of the campaigns, and whether the agencies are achieving those goals. Furthermore, have campaigns increased security awareness and passenger engagement? If so, how do agencies evaluate the effectiveness of the campaigns? The case study data are comprised of descriptions of the types of security awareness campaigns the agencies have implemented, the goals of the campaigns, and how they attempt to make their campaigns effective, as well as whether and how these agencies measure and determine the effectiveness of their campaigns. A positive finding of this research is the consistency with which Bay Area transit organizations address the need for passenger awareness as part of their overall security program. However, none of the five agencies analyzed for this study measures the effectiveness of their campaigns. Whereas they all have a similar goal to increase passenger awareness about security issues little evidence therefore exists confirming whether they are achieving this goal. In order to capture the public s response to the campaign and to understand whether they are achieving their campaign goals of increasing awareness, providing tools for action, and encouraging passenger involvement, agencies should implement a combination of output and outcome measurements. At a minimum, agencies should track the level of marketing activities and strive to capture at least one set of meaningful data that captures passenger behavior and comprehension by using internal tracking mechanisms or surveys.

12 2 Executive Summary

13 3 Background There are a number of protective measures that transit agencies can implement to provide additional security for passengers. Such measures could include having security patrols on the transit system or having staff well-trained in terrorism detection and prevention. 1 Among the essential elements of an effective security program for a transit agency is implementing a public awareness and preparedness campaign. 2 Security Awareness Campaigns as Part of Transit System Security Transit security awareness is a key component of overall security initiatives for a transit system. In 2002, the Federal Transit Administration (FTA) began a technical assistance program for the largest transit agencies, an initiative developed to analyze security gaps and provide products to assist agencies. 3 Similar to transit system safety efforts, the primary goal of this program is to ensure that security is an integral component of all system operations. 4 The TSA/FTA publication Security and Emergency Management Action Items for Transit Agencies emphasizes implementation and reinforcement of a public security and emergency awareness program. Key components highlighted in an updated version of this action item include: prominent display of the security awareness information throughout the system, incorporating the messages into public announcements in stations and on board vehicles, and posting information on the agency website. In addition, the components include ways to make the campaigns more effective by ensuring that information provided to the public emphasizes the importance of vigilance and gives clear direction on reporting suspicious activity with the suggestion to vary the content and appearance of messages to retain public interest. 5 The list also states that the frequency of security awareness activities should increase as the Homeland Security Advisory System (HSAS) threat level is raised. 6 Of note is that the recent Homeland Security Advisory Council task force report findings recommend that the new HSAS baseline remain as guarded and that future threats be more narrowly targeted. As such, current transit agency protocol may be in flux. 7 Furthermore, transit agency public awareness and preparedness campaigns were identified as one of the Department of Homeland Security s (DHS) top selection criteria for the Fiscal Year 2007 Infrastructure Protection Program Transit Security Grant Program. The grant literature states that effective awareness programs enlist the public in becoming an informal part of an agency security plan. They should explain specific actions the public can take to contribute to the strengthening of system security. 8 While the importance of transit security public awareness programs is clear, there are potential disadvantages to encouraging public involvement in security. One report states that repeated public warnings may frighten passengers, lead to false alarms, and even inspire hoaxes. It noted that in places where the terrorist threat is remote, the adverse consequences of repeated campaigns and warnings may outweigh the benefits of public awareness. 9

14 4 Background Transit Watch Program After the events of 9/11, the FTA prioritized transit passenger and employee participation in transit security measures and recognized the need to provide agencies with tools to administer transit security awareness campaigns. In a partnership with the DHS and the TSA, the FTA launched Transit Watch in 2003, a nationwide public awareness outreach campaign that encourages the active participation of transit passengers and employees in maintaining a safe transit environment. 10 Its goal was to create a useful toolkit that enabled transit operators to customize campaign materials so as to maximize community interest and involvement. The second Transit Watch initiative was conducted in by the FTA, DHS/TSA and the then-dhs Office of Grants and Training. One of the purposes of the second initiative was to gauge the implementation of Transit Watch and its effectiveness. 11 Information gathered by the FTA/DHS Transit Watch Program Effectiveness Form includes how effective Transit Watch is in terms of usage, the degree to which certain transit agencies have applied the various programs included in the toolkit, as well as other security awareness measures. 12 Many agencies have used and continue to use the programs provided by Transit Watch such as the Unattended Items Be Alert! or Is this yours? campaigns to engage the public in security measures. 13 Some agencies have created their own campaigns with additional messages, targeting specific audiences, and customizing the outreach to the passengers on their system. The Transit Watch program effectiveness questionnaire was very extensive and included a number of sections related to transit agencies announcement systems and evacuation messages. The questionnaire asked transit agency respondents whether they noticed an increase in reports from passengers when the campaign was implemented. 14 However, individual or aggregate agency responses from the questionnaire are not available to the public. The FTA has provided analysis of certain responses from the questionnaire pertaining to Emergency Announcements, Unattended Baggage, and Transit Evacuation. 15 In the Emergency Announcements document, the analysis recommends that guidelines for correlating the frequency of emergency announcements with the DHS threat code advisory system be created. As previously mentioned, this guideline may not be applicable due to the recommended changes to the HSAS threat level baseline. 16 The Unattended Baggage report contained supplemental detail about the use of cell phones near potentially explosive devices and provided alternative messages for transit agency use. 17 Examples include Is this yours? If not, don t touch but tell us. or Whose is that? Don t touch. Tell us. and Be Alert! Don t touch unattended items. 18 The Transit Watch program provides a means for transit agencies to educate their passengers on how to be observant and how to identify suspicious or unusual activity. In addition, the messages instruct passengers on how to communicate with transit officials in such events. The ready-to-use templates allow transit agencies to customize the outreach for their own system, while maintaining consistent messaging with the nationwide effort.

15 Background 5 Comparative Examples Distinctions ought to be drawn between transit agencies located in areas that have been targets of terrorist attacks in the past from those agencies where the threat of attack is remote. Transit agencies on the East Coast such as the Washington Metropolitan Area Transit Authority (WMATA) and New York Metropolitan Transportation Authority (NYMTA) are more sensitive when it comes to terrorism security concerns than those on the West Coast. Whether a security campaign is effective and the way in which it is measured may be completely different when comparing New York City and Washington DC with Bay Area transit agencies. International efforts also vary considerably from local counterparts, with the degree of what is considered effective stretching even further across the globe. In London, for example, the system goes far beyond campaigns to encourage public involvement by ensuring a support infrastructure that makes reporting suspicious activity easy. 19 Their system requires a major investment and includes call boxes for public use throughout stations that are monitored by multiple cameras, resulting in high quality surveillance. 20 Since characteristics of these transit agencies are of a different nature from those in the Bay Area, they are not in the scope of this research. Public information on measuring the effectiveness of security campaigns is scarce, though one article illustrates the impact of a campaign in New York. In 2003, New York s Metro North Railroad ran an awareness campaign If You See Something, Say Something, that encouraged commuters to report suspicious packages and people. Shortly after the launch of the campaign, the NYMTA reported an increase in the number of calls it received about suspicious behavior. 21 MTA spokesperson Tom Kelly said that the campaign was considered to be successful due to the increased interaction between customers and the system, and that this has given people a reason to be more communicative because this is something that we as a railroad and overall transit system are encouraging them to do. 22 Program Effectiveness Public awareness campaigns, which are defined as social marketing, and commercial advertising campaigns, are quite different. The goal of public awareness campaigns is to generate an action by the public to support a social good, rather than to purchase a product or patronize a service. Social marketing, according to Kotler and Lee, is the use of marketing principles and techniques to influence a target audience to voluntarily accept, reject, modify, or abandon a behavior for the benefit of individuals, groups, or society as a whole. Its intent is to improve the quality of life. 23 While the intent or the desired call to action of public awareness campaigns is different from commercial ad campaigns, the basic principles to motivate people to take action may be very similar. 24 The authors provide principles to make these types of marketing efforts more successful. The first principle is to take advantage of prior and existing successful campaigns. 25 One of the benefits of the public sector is that organizations can borrow campaigns and use ideas that other agencies have spent time and money to develop. A second principle is to promote a single, simple, doable behavior, and to promote it one at a time. There is a wealth of advertising clutter targeting the audience, so it is important to provide a simple,

16 6 Background clear, and action-oriented message to the target market. 26 A third principle is to identify and remove barriers to behavior change. This principle states the importance of ensuring that nothing is perceived to be in the way of considering the desired behavior. 27 Simple and clear messages generally lead to a successful communication campaign, and transit security awareness campaigns are no exception. However, because the outcome is a social good that benefits a common community, effective transit security awareness campaigns also need to be educational. 28 This is because they are encouraging passengers to take some sort of action, whether it is being more alert on the transit system or contacting transit police when they see something suspicious. The campaign message must clearly explain exactly how to contact the appropriate employee or agency when the passenger sees something. Each message that goes out to the passengers, employees, and general public must be consistent. 29 Branding the message with the same logo or slogan can also help the audience recognize the main point of the message as well as the sender of the communication. 30 The use of the same logo or slogan throughout various communication tools helps link all system communications and thus improves their effectiveness. 31 A recent Transit Cooperative Research Program (TCRP) report suggests a good campaign may also differentiate the brand or message being communicated and invokes an emotional or physical response from the audience. As a result, the branding messages must use phrases that direct the audience to take action. 32 For example, the New York Metropolitan Transportation Authority s wording is simple and directs action, If You See Something, Say Something. 33 The report suggests that agencies should follow examples from other public advocacy groups or corporations to come up with original ideas for public transit security campaigns. 34 However, communication techniques that work for one transportation system may not be effective or even applicable to other systems. Images and slogans should be reflective of the individual agency because that is what the individual agency s passengers are most familiar with. 35 Measuring Effectiveness Measuring the performance of an awareness campaign is complex and challenging. Existing efforts often lack hard data to support conclusions, providing anecdotal evidence of success at best. Yet reporting the results of a campaign is often expected by public officials. 36 Output measures, the easiest data to obtain, quantify the volume or level of marketing activities. Examples include the number of materials distributed, the reach and frequency of the campaigns, and mentions in the news media. The number of total impressions, or number of people that see the ad, is commonly used as a marketing measurement. 37 The easiest way to measure outputs is by using internal records; however, output measures tell us little about program impact or success. A second category of outputs reflects how citizens responded (outcomes) to what [agencies] did. 38 These are called outcome measures. Possible values include whether people noticed the effort, whether it changed their level of knowledge, or whether it influenced their action or behavior. Internal records and tracking mechanisms can be

17 Background 7 used to measure outcomes by analyzing before and after effects. 39 Surveys can also be reliable ways to measure outcomes from campaign efforts. If goals and objectives of the campaign are clearly defined, then outcome measures may be made operational by means of survey items. The third and perhaps most challenging category of measurement is impact measures. This measurement captures the actual effect that citizen actions had on social, economic, and/or environmental conditions. 40 For transit security awareness campaigns, an example of an impact measure is when terrorist activity is actually prevented by a passenger who knew to take action and alert transit personnel based on the messages included in the campaign. Obviously, these types of examples are rare and/or involve scientific or technical surveys. As such, this project will primarily focus on outcome measures.

18 8 Background

19 9 Research Methods This research focuses on five agencies that provide rail or a combination of light rail, bus, and ferry transit service in the San Francisco Bay Area region. The five agencies are Bay Area Rapid Transit District (BART), San Mateo County Transit District (SamTrans), Capitol Corridor Joint Powers Authority (Capitol Corridor), Santa Clara Valley Transportation Authority (VTA), and Golden Gate Bridge, Highway and Transportation District (Golden Gate Transit or the District). These agencies were selected for comparison due to the differences in the type of transit services they provide to passengers in the Bay Area, as well as their geographic range. Specific case study information was primarily gathered through interviews with Bay Area transit agency representatives in charge of passenger communications, such as the Public Information Officer or marketing and communications manager. Interviews were conducted in person when possible and over the phone if an in-person meeting was not practical. Interviews were conducted using a set of pre-determined questions, yet remained flexible to accommodate a conversational dialogue and facilitate a useful information exchange. The interview questions focused on gathering information on the types of campaigns the transit agency conducts, with a series of questions that probed how they evaluate and measure the effectiveness of the campaign. Thus, questions were categorized in such a way as to understand output measures, such as types of media used and where they were placed, and outcome measures such as before and after surveys or call volume increases. Agencies were asked whether they have data that demonstrate the effectiveness of their security campaign to allow for further analysis. Data for this project were also gathered from various official documents, including publicly available documents from the Federal Transit Administration (FTA), Transportation Security Administration (TSA), (MTI), transit agency websites and news articles. Security awareness campaigns of other transit agencies outside the Bay Area were examined to gain perspective. These sources provided the historical context of transit security awareness campaigns and their role in overall security, as well as recent best practices. Supplemental interviews were conducted with additional staff members at BART to add perspective from an operations standpoint and provide input on possible measurements for security awareness campaigns. In addition, phone interviews were conducted with industry experts in the field of transit marketing for perspective on the Transit Watch program and transit awareness campaigns in general.

20 10 Research Methods

EXPLORING THE EFFECTIVENESS OF TRANSIT SECURITY AWARENESS CAMPAIGNS IN THE SAN FRANCISCO BAY AREA: MTI 09 19

EXPLORING THE EFFECTIVENESS OF TRANSIT SECURITY AWARENESS CAMPAIGNS IN THE SAN FRANCISCO BAY AREA: MTI 09 19 EXPLORING THE EFFECTIVENESS OF TRANSIT SECURITY AWARENESS CAMPAIGNS IN THE SAN FRANCISCO BAY AREA: MTI 09 19 Authors: Nina Rohlich, MSTM; Peter J. Haas, Ph.D.; Frances L. Edwards, Ph.D. Mineta Transportation

More information

TESTIMONY OF DANIEL DUFF VICE PRESIDENT - GOVERNMENT AFFAIRS AMERICAN PUBLIC TRANSPORTATION ASSOCIATION BEFORE THE

TESTIMONY OF DANIEL DUFF VICE PRESIDENT - GOVERNMENT AFFAIRS AMERICAN PUBLIC TRANSPORTATION ASSOCIATION BEFORE THE TESTIMONY OF DANIEL DUFF VICE PRESIDENT - GOVERNMENT AFFAIRS AMERICAN PUBLIC TRANSPORTATION ASSOCIATION BEFORE THE HOUSE COMMITTEE ON GOVERNMENT REFORM ON THE 9/11 COMMISSION RECOMMENDATIONS ******* August

More information

Text a Tip: Police Text Message Recommendation. February 2014 Report. Presented by the SEPTA Youth Advisory Council

Text a Tip: Police Text Message Recommendation. February 2014 Report. Presented by the SEPTA Youth Advisory Council Text a Tip: Police Text Message Recommendation February 2014 Report Presented by the i Youth Advisory Council Getting youth on board with SEPTA Text a Tip: Police Text Message Recommendation A Publication

More information

Customer Satisfaction Index 2014

Customer Satisfaction Index 2014 Customer Satisfaction Index 01 Contents Executive summary Customer satisfaction methodology Initiatives to improve customer satisfaction November 01 results Overall train network Overall bus regions Overall

More information

Department of Homeland Security. Transportation Security Administration. Docket No. TSA 2013-0005 RIN 1652-AA55

Department of Homeland Security. Transportation Security Administration. Docket No. TSA 2013-0005 RIN 1652-AA55 Department of Homeland Security Transportation Security Administration Docket No. TSA 2013-0005 RIN 1652-AA55 Request for Comments on Security Training Programs for Surface Mode Employees COMMENTS OF THE

More information

APPROVE PROGRAMMING RECOMMENDATION

APPROVE PROGRAMMING RECOMMENDATION 19 One Gateway Plaza Los Angeles, CA 90012-2952 213.922.2000 Tel metro.net PLANNING AND PROGRAMMING COMMITTEE SEPTEMBER 17, 2014 SUBJECT: ACTION: FY 2014 FEDERAL HOMELAND SECURITY PROGRAM APPROVE PROGRAMMING

More information

Click to edit Master title style Transit Asset Management Coordination at the Regional Level

Click to edit Master title style Transit Asset Management Coordination at the Regional Level Click to edit Master title style Transit Asset Management Coordination at the Regional Level 49 th Annual Conference & Expo California Transit Association November 13, 2014 Melanie Choy Metropolitan Transportation

More information

Surveillance and Security Technologies for Bridges and Tunnels

Surveillance and Security Technologies for Bridges and Tunnels Surveillance and Security Technologies for Bridges and Tunnels Sheila Rimal Duwadi, P.E., Team Leader Bridge Safety, Reliability and Security, Federal Highway Administration, 6300 Georgetown Pike, McLean

More information

SAFETY AND SECURITY: Opportunities to Improve Controls Over Police Department Workforce Planning

SAFETY AND SECURITY: Opportunities to Improve Controls Over Police Department Workforce Planning SAFETY AND SECURITY: Opportunities to Improve Controls Over Police Department Audit Report OIG-A-2015-006 February 12, 2015 2 OPPORTUNITIES EXIST TO IMPROVE WORKFORCE PLANNING PRACTICES AND RELATED SAFETY

More information

Basic Airport Security Awareness

Basic Airport Security Awareness Basic Airport Security Awareness Mineta San Jose International Airport Training Standards Program Division of Employee Services, Safety & Training Mineta San Jose International Airport Key Points: The

More information

CIPAC Water Sector Cybersecurity Strategy Workgroup: FINAL REPORT & RECOMMENDATIONS

CIPAC Water Sector Cybersecurity Strategy Workgroup: FINAL REPORT & RECOMMENDATIONS CIPAC Water Sector Cybersecurity Strategy Workgroup: FINAL REPORT & RECOMMENDATIONS April 2015 TABLE OF CONTENTS Acronyms and Abbreviations... 1 Workgroup Background... 2 Workgroup Findings... 3 Workgroup

More information

Statement of. Mike Sena. President, National Fusion Center Association. Director, Northern California Regional Intelligence Center (NCRIC)

Statement of. Mike Sena. President, National Fusion Center Association. Director, Northern California Regional Intelligence Center (NCRIC) Statement of Mike Sena President, National Fusion Center Association Director, Northern California Regional Intelligence Center (NCRIC) Joint Hearing of the Subcommittee on Emergency Preparedness, Response,

More information

SAFETY & SECURITY NEWSLETTER

SAFETY & SECURITY NEWSLETTER NATIONAL TRANSIT DATABASE SPRING 2004 VOLUME 2 ISSUE 1 SNAP SHOT The most recent NTD data indicate that in 2003 the rates of major safety & security incidents held steady or declined for all major transit

More information

Metro Met..,.u... T,...,...,...,

Metro Met..,.u... T,...,...,..., ~ ""... c,., Metro Met..,.u... T,...,...,..., One Gateway Plaza Los Angeles, CA 90012-2952 213.922.2ooo Tel metro. net 37 EXECUTIVE MANAGEMENT COMMITTEE MARCH 20,2014 SUBJECT: ACTION: INNOVATIVE WAYS TO

More information

How to Plan a Charity Walk or Run

How to Plan a Charity Walk or Run How to Plan a Charity Walk or Run Charity events in any form are always popular, but increasingly, many organizations are choosing to recruit their fundraisers through more interactive events such as walks

More information

STATE OF MARYLAND Strategy for Homeland Security

STATE OF MARYLAND Strategy for Homeland Security STATE OF MARYLAND Strategy for Homeland Security Published June 2004 Governor s Office of Homeland Security Dennis R. Schrader, Director Robert L. Ehrlich, Jr. Governor Michael S. Steele Lt. Governor HOMELAND

More information

California State Transportation Agency Call for Projects for the. 2016 Transit and Intercity Rail Capital Program

California State Transportation Agency Call for Projects for the. 2016 Transit and Intercity Rail Capital Program California State Transportation Agency Call for Projects for the 2016 Transit and Intercity Rail Capital Program Summary: This call for projects details the application requirements and procedures for

More information

Clean Air Partners Proposed Membership Strategy for FY 08

Clean Air Partners Proposed Membership Strategy for FY 08 Clean Air Partners Proposed Membership Strategy for FY 08 Overview More than 600 businesses, organizations and employers throughout the Metropolitan Washington and Baltimore regions have supported Clean

More information

Preventing Burglaries

Preventing Burglaries Preventing Burglaries By Captain Binder The United States is one of the wealthiest countries in the world, home to some very affluent communities. Not surprisingly, some of the wealthiest cities are located

More information

Affordable Transit, Affordable New York

Affordable Transit, Affordable New York Affordable Transit, Affordable New York Guaranteeing the Transit Tax Break for Employees and Businesses April 27, 2014 A Report by the Riders Alliance Principal Author: Benjamin Lowe EXECUTIVE SUMMARY:

More information

Memorandum. Date: 11.12.08 RE: Plans and Programs Committee

Memorandum. Date: 11.12.08 RE: Plans and Programs Committee Memorandum Date: 11.12.08 RE: Plans and Programs Committee November 18, 2008 To: From: Through: Subject: Plans and Programs Committee: Commissioners Dufty (Chair), Peskin (Vice Chair), Daly, Elsbernd,

More information

What Do You Know About Performance Appraisals?(cont.)

What Do You Know About Performance Appraisals?(cont.) What Do You Know About Performance Appraisals? Performance appraisals need to be formal and highly-scripted affairs Employees need to be very involved in their performance appraisals Supervisors should

More information

Technical Report Documentation Page. 2. Government Accession No. 3. Recipient's Catalog No. 1. Report No. FHWA/TX-13/0-6737-1

Technical Report Documentation Page. 2. Government Accession No. 3. Recipient's Catalog No. 1. Report No. FHWA/TX-13/0-6737-1 1. Report No. FHWA/TX-13/0-6737-1 4. Title and Subtitle EXECUTIVE REPORT: TOLL ROADS, TOLL RATES, AND DRIVER BEHAVIOR 2. Government Accession No. 3. Recipient's Catalog No. Technical Report Documentation

More information

CHAPTER 8: INTELLIGENT TRANSPORTATION STSTEMS (ITS)

CHAPTER 8: INTELLIGENT TRANSPORTATION STSTEMS (ITS) CHAPTER 8: INTELLIGENT TRANSPORTATION STSTEMS (ITS) Intelligent Transportation Systems (ITS) enables people and goods to move more safely and efficiently through a state-of-the-art multi-modal transportation

More information

Commuter Choice Certificate Program

Commuter Choice Certificate Program Commuter Choice Certificate Program Current course offerings (subject to change) Core 1 Commuter Choice Toolbox Required Courses Rideshare Options Audience: This 2 credit required course is targeted to

More information

The Public Sector Guide to Social Media Strategy and Policy

The Public Sector Guide to Social Media Strategy and Policy The Public Sector Guide to Social Media Strategy and Policy Use social media with confidence. This guide contains practical steps that will help public sector agencies, organizations and departments develop

More information

Why has the most obvious solution to reducing the DWI numbers been overlooked?

Why has the most obvious solution to reducing the DWI numbers been overlooked? January 17 th 2014 Why has the most obvious solution to reducing the DWI numbers been overlooked? A current study on the Bar Breathalyzer industry. David Kreitzer General Manager Custom Control Systems,

More information

SAFETY & SECURITY NEWSLETTER

SAFETY & SECURITY NEWSLETTER SNAP SHOT FALL 2003 In 2002, there were 2,126 major safety and security incidents reported for motor bus, heavy rail, and light rail modes. These incidents resulted in 4,629 injuries, 170 casualties and

More information

SURVEY OF UNITED STATES TRANSIT SYSTEM SECURITY NEEDS AND FUNDING PRIORITIES SUMMARY OF FINDINGS. April 2004

SURVEY OF UNITED STATES TRANSIT SYSTEM SECURITY NEEDS AND FUNDING PRIORITIES SUMMARY OF FINDINGS. April 2004 SURVEY OF UNITED STATES TRANSIT SYSTEM SECURITY NEEDS AND FUNDING PRIORITIES SUMMARY OF FINDINGS April 2004 American Public Transportation Association 1666 K Street, N.W. Suite 1100 Washington, DC 20006

More information

Designing and Implementing Your Communication s Dashboard: Lessons Learned

Designing and Implementing Your Communication s Dashboard: Lessons Learned Designing and Implementing Your Communication s Dashboard: Lessons Learned By Katie Delahaye Paine President, Paine & Partners Contact Information: Katie Delahaye Paine CEO KDPaine & Partners Durham, NH

More information

Authors: The American Recovery and Reinvestment Act of 2009: A Guide for State and Local Governments

Authors: The American Recovery and Reinvestment Act of 2009: A Guide for State and Local Governments Latham & Watkins LLP As of February 2009 Authors: Stuart S. Kurlander +1.202.637.2169 Edward W. Correia +1.202.637.2220 Gabriel K. Bell* +1.202.637.2227 www.lw.com Copyright 2009 Latham & Watkins. All

More information

~ Metro Metrapolita Tnnsportation Authority

~ Metro Metrapolita Tnnsportation Authority ~ Metro Metrapolita Tnnsportation Authority One Gateway Plaza Los Angeles, CA 90012-2952 213-922.2000 Tel metro. net EXECUTIVE MANAGEMENT COMMITTEE OCTOBER 16, 2014 SUBJECT: ACTION: CUSTOMER EXPERIENCE

More information

Critical Infrastructure Security & Resilience Month 2014 Toolkit

Critical Infrastructure Security & Resilience Month 2014 Toolkit Critical Infrastructure Security & Resilience Month 2014 Toolkit Homeland Security Table of Contents Table of Contents... ii CRITICAL INFRASTRUCTURE SECURITY & RESILIENCE MONTH... 1 HOW TO PROMOTE CRITICAL

More information

Power Point Presentation

Power Point Presentation Good Morning Chairman Evans and members of the Committee on Finance and Revenue. I am Jack Requa, Interim General Manager and CEO of the Washington Metropolitan Area Transit Authority (WMATA), commonly

More information

"DOT IN-DEPTH HAZMAT SECURITY TRAINING"

DOT IN-DEPTH HAZMAT SECURITY TRAINING PRESENTER'S GUIDE "DOT IN-DEPTH HAZMAT SECURITY TRAINING" For the Department of Transportation's 49 CFR 172.700 Subpart H Training Requirements Quality Safety and Health Products, for Today...and Tomorrow

More information

Abstract: Can libraries effectively partner with a governmental agency in offering information and outreach to communities?

Abstract: Can libraries effectively partner with a governmental agency in offering information and outreach to communities? Peer Reviewed Title: Outreach and Information Dissemination Regarding Disaster Relief Journal Issue: Electronic Green Journal, 1(17) Author: Hudak, Mary, Federal Emergency Management Agency Publication

More information

RECURRENT FLIGHT SCHOOL SECURITY AWARENESS (FSSA) TRAINING

RECURRENT FLIGHT SCHOOL SECURITY AWARENESS (FSSA) TRAINING U.S. Department of Homeland Security Arlington, VA 22202 RECURRENT FLIGHT SCHOOL SECURITY AWARENESS (FSSA) TRAINING Recurrent FSSA Training for Flight School Employees and independent Certified Flight

More information

SYSTEMWIDE REQUIREMENTS

SYSTEMWIDE REQUIREMENTS SYSTEMWIDE REQUIREMENTS for the Peninsula Rail Program San Francisco to San Jose on the Caltrain Corridor Description of the Systemwide Context for the High Speed Train Project This document provides a

More information

TRAIN WRAPS TIMETABLE ADS TICKETS STATION POSTERS METROLINK MATTERS NEWSLETTER STATION SAMPLING WEBSITE: METROLINKTRAINS.COM

TRAIN WRAPS TIMETABLE ADS TICKETS STATION POSTERS METROLINK MATTERS NEWSLETTER STATION SAMPLING WEBSITE: METROLINKTRAINS.COM METROLINK MATTERS TIMETABLES METROLINKTRAINS.COM HOW-TO-RIDE GUIDE DESTINATION GUIDE TICKETS TRAIN WRAPS STATION POSTERS ON-BOARD BANNERS & POSTERS STATION SAMPLING ADVERTISING RATES & INFORMATION METROLINK

More information

Leadership, Attitude, Performance...making learning pay!

Leadership, Attitude, Performance...making learning pay! AP Leadership, Attitude, Performance...making learning pay! Customer Relations LAP 2 Performance Indicator: CR:016 Know When to Hold Em Nature of Customer Relationship Management Built to last Keep em

More information

As the World Wide Web (WWW) continues to

As the World Wide Web (WWW) continues to Tying Web Site Performance to Mission Achievement in the Federal Government Diane M. Milleville, Internal Revenue Service As the World Wide Web (WWW) continues to expand, both in size and in how it is

More information

DHS Department of Homeland Security

DHS Department of Homeland Security Page 1 of 5 Fact Sheet: Homeland Security Operations Center (HSOC) The Homeland Security Operations Center (HSOC) serves as the nation s nerve center for information sharing and domestic incident management

More information

Public Transportation Embracing Open Data

Public Transportation Embracing Open Data Policy Development and Research AUGUST 2015 Public Transportation Embracing Open Data P ublic transportation agencies across the country are recognizing the value of making their data available for public

More information

How New Technologies Can Help You Do Old Things Better

How New Technologies Can Help You Do Old Things Better Elements of a Social Media Strategy How New Technologies Can Help You Do Old Things Better By Derek Belt The term social media means different things to different people. For some, it s a set of marketing

More information

SPOKANE TRANSIT POSITION DESCRIPTION. for COMMUNICATIONS SPECIALIST

SPOKANE TRANSIT POSITION DESCRIPTION. for COMMUNICATIONS SPECIALIST SPOKANE TRANSIT POSITION DESCRIPTION for COMMUNICATIONS SPECIALIST NATURE OF WORK The will support all aspects of communications, public relations, social media, advertising, marketing, website maintenance,

More information

Leveraging the U.S. Department of Transportation s Environmental Justice Strategy to Build Communities of Opportunity:

Leveraging the U.S. Department of Transportation s Environmental Justice Strategy to Build Communities of Opportunity: Leveraging the U.S. Department of Transportation s Environmental Justice Strategy to Build Communities of Opportunity: Comments on the U.S. Department of Transportation s Draft Environmental Justice Strategy

More information

U.S. ELECTION ASSISTANCE COMMISSION MEDIA AND PUBLIC RELATIONS. October 2007 MANAGEMENT GUIDE. www.eac.gov

U.S. ELECTION ASSISTANCE COMMISSION MEDIA AND PUBLIC RELATIONS. October 2007 MANAGEMENT GUIDE. www.eac.gov U.S. ELECTION ASSISTANCE COMMISSION MEDIA AND PUBLIC RELATIONS October 2007 MANAGEMENT GUIDE Q QUICK START MANAGEMENT GUIDE MEDIA AND PUBLIC RELATIONS The Quick Start Management Guide for Media and Public

More information

California PATH, University of California at Berkeley, Building 452, Richmond Field Station 1357 South 46 th Street, Richmond, CA 94804

California PATH, University of California at Berkeley, Building 452, Richmond Field Station 1357 South 46 th Street, Richmond, CA 94804 1. Report No. CA14-2146B 2. Government Accession No. 3. Recipient s Catalog No. 4. Title and Subtitle Executive Summary for the UC Berkeley, California PATH s Augmented Speed Enforcement Project 5. Report

More information

LMS Maximizing the Return on Your LMS Investment

LMS Maximizing the Return on Your LMS Investment Maximizing the Return on Your LMS Investment White Paper Dwayne Cotti, Director, Managed Learning Services , Recipe for Success After investing significant money and time in your Learning Management System

More information

Guide to Preparing for Your Written Employment Test

Guide to Preparing for Your Written Employment Test Guide to Preparing for Your Written Employment Test Lisa M. Garrett, Director of Personnel Table of Contents Introduction... 3 Who Should Use this Guide?... 3 Disclaimer... 3 General Information About

More information

Violence at work A guide for employers

Violence at work A guide for employers at work A guide for employers People who deal directly with the public may face aggressive or violent behaviour. They may be sworn at, threatened or even attacked. AT WORK a guide for employers This document

More information

Writing and Conducting Successful Performance Appraisals. Guidelines for Managers and Supervisors

Writing and Conducting Successful Performance Appraisals. Guidelines for Managers and Supervisors Writing and Conducting Successful Performance Appraisals Guidelines for Managers and Supervisors Performance reviews are like compasses They give your exact position and provide direction Office of Human

More information

Promoting the Local Public Health Identity. A Guide for Local Health Departments

Promoting the Local Public Health Identity. A Guide for Local Health Departments Promoting the Local Public Health Identity A Guide for Local Health Departments Introduction This Guide offers background information, introduces the national identity for local public health, and provides

More information

Customer Satisfaction Survey Results

Customer Satisfaction Survey Results Customer Service and Operations Committee Information Item IV-C December 6, 2012 Customer Satisfaction Survey Results Page 62 of 83 Washington Metropolitan Area Transit Authority Board Action/Information

More information

chapter 3 Community Outreach

chapter 3 Community Outreach 3 Community Outreach The framework of this Plan is the input and support of the community and stakeholder agencies. Staff from SamTrans and City of San Mateo partnered to involve residents, community-based

More information

Northern California Coastal Region Summer 2015 Internship Program

Northern California Coastal Region Summer 2015 Internship Program Northern California Coastal Region Summer 2015 Internship Program Summer 2015 Internship Program Table of Contents General Internship Information 3 Santa Rosa Office Opportunities 4 Community Engagement

More information

Development of an NTD Tool for Vanpool Services

Development of an NTD Tool for Vanpool Services Development of an NTD Tool for Vanpool Services Center for Urban Transportation Research University of South Florida, Tampa November 2008 Final Report Contract Number: BD549-40 DISCLAIMER The opinions,

More information

First Transit Contra Flow Lane in Downtown San Francisco

First Transit Contra Flow Lane in Downtown San Francisco Introduction First Transit Contra Flow Lane in Downtown San Francisco Javad Mirabdal, Bond Yee Traffic congestion places a tremendous burden on transit vehicles in cities worldwide. San Francisco, located

More information

The mission of the Division of Transit Services is to provide an effective mix of public transportation services in Montgomery County.

The mission of the Division of Transit Services is to provide an effective mix of public transportation services in Montgomery County. Transit Services MISSION STATEMENT The mission of the Division of Transit Services is to provide an effective mix of public transportation services in Montgomery County. BUDGET OVERVIEW The total approved

More information

The znose, A New Electronic Nose Technology For Homeland Security

The znose, A New Electronic Nose Technology For Homeland Security The znose, A New Electronic Nose Technology For Homeland Security Edward J. Staples Electronic Sensor Technology, Inc. 1077 Business Center Circle, Newbury Park, CA Tele: (805)480-1994, FAX (805)480-1984

More information

CRS Report for Congress

CRS Report for Congress CRS Report for Congress Received through the CRS Web Order Code RS22383 February 17, 2006 FY2007 Appropriations for State and Local Homeland Security Summary Shawn Reese Analyst in American National Government

More information

Democratizing ad ratings Using a crowd-sourced rating system to help businesses improve results

Democratizing ad ratings Using a crowd-sourced rating system to help businesses improve results Democratizing ad ratings Using a crowd-sourced rating system to help businesses improve results Neha Bhargava, Advertising Research Lead, & Eurry Kim, Advertising Researcher June 9, 2014 Abstract We are

More information

YOUR MONEY, YOUR GOALS. A financial empowerment toolkit for Social Services programs

YOUR MONEY, YOUR GOALS. A financial empowerment toolkit for Social Services programs YOUR MONEY, YOUR GOALS A financial empowerment toolkit for Social Services programs Consumer Financial Protection Bureau April 2015 Table of contents MODULE 1: Introduction to the toolkit...1 An introduction

More information

Appendix H3 Public Outreach

Appendix H3 Public Outreach Appendix H3 Public Outreach H3.1 Public Outreach Components There are a variety of components that will be needed in development of a comprehensive outreach campaign for the SMMP. Components will include:

More information

PRODUCTS & SERVICES LIST

PRODUCTS & SERVICES LIST LIST PROJECT: PLAN PRODUCTS & SERVICES Propel Businessworks is a project management company that believes that each small business is unique and requires specialty services based on individual needs. This

More information

Reaching New Customers With E-Mail Newsletters An Executive White Paper

Reaching New Customers With E-Mail Newsletters An Executive White Paper Reaching New Customers With E-Mail Newsletters An Executive White Paper Coravue, Inc. 7742 Redlands St., #3041 Los Angeles, CA 90293 USA (310) 305-1525 www.coravue.com Table of Contents Introduction...1

More information

for Chapters Establishing a Presence Public Relations Manual in the Community

for Chapters Establishing a Presence Public Relations Manual in the Community for Chapters Establishing a Presence Public Relations Manual in the Community Table of Contents Oncology Nursing Society Mission...3 Introduction...3 Public Relations Basics...4 Selecting a Public Relations

More information

An Executive Primer To Customer Success Management

An Executive Primer To Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 An Executive Primer To Customer Success Management Table Of Contents We Live In A Subscription Economy Learn To Manage

More information

View. Select View Managed Video Services ADT

View. Select View Managed Video Services ADT monitoring Access Control Video Surveillance Intrusion Detection Fire & life safety Commercial Solutions ADT SM Select View Managed Video Services Leverage your existing investment in video surveillance

More information

Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management

Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Introduction The following quotes are comments made by HR professionals from U.S. healthcare providers who

More information

Command and Control: Electronic Security Systems Integration Post-9/11

Command and Control: Electronic Security Systems Integration Post-9/11 TRANSPORTATION & LOGISTICS PETROCHEMICAL COMMERCIAL INDUSTRIAL RETAIL FEDERAL SYSTEMS BANKING WHITE PAPER Command and Control: Electronic Security Systems Integration Post-9/11 Michael Massott ADT Security

More information

Applying GIS and Survey Data to Transportation Demand Management. Richard Hsu, M.S. Carina Anttila-Suarez, Ph.D.

Applying GIS and Survey Data to Transportation Demand Management. Richard Hsu, M.S. Carina Anttila-Suarez, Ph.D. Applying GIS and Survey Data to Transportation Demand Management Richard Hsu, M.S. Carina Anttila-Suarez, Ph.D. Skyline College at a Glance: Campus population: 16,000+ students 500+ employees Campus environment:

More information

By Karla Karash March 18 18, 2010 2010

By Karla Karash March 18 18, 2010 2010 Overview of Transit Marketing By Karla Karash March 18, 2010 Presentation Content Discussion: How to market public transportation? Definition of Marketing The Marketing Process Market Research Techniques

More information

Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business

Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business KNOW YOUR KPI A key performance indicator (KPI) is a performance measure (metric) designed to

More information

POLICIES AND STANDARDS FOR ADVERTISING ON METRO TRANSIT FACILITIES

POLICIES AND STANDARDS FOR ADVERTISING ON METRO TRANSIT FACILITIES POLICIES AND STANDARDS FOR ADVERTISING ON METRO TRANSIT FACILITIES The Metropolitan Council ( Council ) is a political subdivision of the State of Minnesota and operates a regional transit system through

More information

CSCMP Roundtable Marketing Guidebook

CSCMP Roundtable Marketing Guidebook CSCMP Roundtable Marketing Guidebook 2 Table of Contents Section 1 Introduction 4 CSCMP Mission CSCMP Vision CSCMP Goals Section 2 Roundtable Marketing Objectives 4 Support the CSCMP Mission, Vision and

More information

Guidelines for Setting up Security Measures to Stop Domestic Violence in the Workplace

Guidelines for Setting up Security Measures to Stop Domestic Violence in the Workplace Guidelines for Setting up Security Measures to Stop Domestic Violence in the Workplace As of June 15, 2010, all employers in Ontario are responsible for protecting workers when domestic violence follows

More information

Five-Year Strategic Plan

Five-Year Strategic Plan U.S. Department of Education Office of Inspector General Five-Year Strategic Plan Fiscal Years 2014 2018 Promoting the efficiency, effectiveness, and integrity of the Department s programs and operations

More information

Continuity of Operations / Continuity of Government (COOP/COG) Toolkit GAPS & RECOMMENDATIONS REPORT

Continuity of Operations / Continuity of Government (COOP/COG) Toolkit GAPS & RECOMMENDATIONS REPORT Continuity of Operations / Continuity of Government (COOP/COG) Toolkit GAPS & RECOMMENDATIONS REPORT Prepared by Remmel Consulting March 2015 OVERVIEW At the beginning of this project, a regional assessment

More information

REMINDER! What some used to call fluffy is now an imperative: customer experience is king. Lightswitch. In this Edition...

REMINDER! What some used to call fluffy is now an imperative: customer experience is king. Lightswitch. In this Edition... In this Edition... President s Letter..1 What s New...2 ACA Initiatives... 3, 4 Hot Topic!.......5 Important ACA Contacts Dealer Hotline: 866-222-0032 #3 Dealer Program #4 Service Department - Service

More information

Aide-Mémoire Suspicious Objects and Bombs

Aide-Mémoire Suspicious Objects and Bombs Aide-Mémoire Suspicious Objects and Bombs Terrorists, criminals and dissatisfied individuals continue to make use of improvised explosive device (homemade bombs). These incidents involving shocking acts

More information

FTA Safety and Security Programs Levern McElveen Safety Team Leader, FTA Office of Safety and Security September 13-14, 2007 Office of Safety and Security Mission: continuous improvement of safety, security,

More information

In-Home Supportive Services:

In-Home Supportive Services: In-Home Supportive Services: Since Recent Legislation Changes the Way Counties Will Administer the Program, The Department of Social Services Needs to Monitor Service Delivery September 1999 96036 The

More information

In 2005, the City of Pasadena, CA, USA, with the support of consultants,

In 2005, the City of Pasadena, CA, USA, with the support of consultants, Creating a Citywide Safe Routes to School Program: Pasadena, CA, USA s Step-by-Step Approach In 2005, the City of Pasadena, CA, USA, initiated development of a comprehensive Safe Routes to School Program.

More information

Table of Contents. Ezenia Inc. Evolution of Multi-Level Security

Table of Contents. Ezenia Inc. Evolution of Multi-Level Security Table of Contents Part 1: Introduction......... 1 Utilizing real-time collaboration to enhance effective information exchange in a multi-agency situation Part 2: The Threat.... 2 A real life hypothetical

More information

Five Great Reasons to Consider Gift Checks

Five Great Reasons to Consider Gift Checks Gift Checks Online Press Kit Five Great Reasons to Consider Gift Checks Let s face it there s only so many ways to give someone a gift, and those options haven t changed much in decades. But Gift Checks

More information

Crisis Communications Planning and Implementation Guide

Crisis Communications Planning and Implementation Guide Crisis Communications Planning and Implementation Guide This Crisis Communications Planning and Implementation Guide is created to assist you in providing timely and accurate information to your school

More information

Marketing Plan. Montgomery County Public Libraries FY13 FY16. Where the County Reads, Where the County Meets, Where the County Learns

Marketing Plan. Montgomery County Public Libraries FY13 FY16. Where the County Reads, Where the County Meets, Where the County Learns Montgomery County Public Libraries Where the County Reads, Where the County Meets, Where the County Learns FY13 FY16 Marketing Plan MCPL Marketing Plan FY13 FY16 1 Executive Summary It is essential that

More information

Role of Awareness and Training for Successful InfoSec Security Program 1

Role of Awareness and Training for Successful InfoSec Security Program 1 Role of Awareness and Training for Successful InfoSec Security Program 1 Role of Awareness and Training for Successful Information Systems Security Program Venkata Siva, Jose R Velez Saint Leo University

More information

Staying alert A guide to passenger security

Staying alert A guide to passenger security Staying alert A guide to passenger security GO Safely GO Transit is one of the safest transit systems in North America. Still, we have to be prepared for unexpected incidents. Your safety and security

More information

TSN SOLUTIONS COMMUNICATIONS MEDIA EDUCATION PRODUCTIONS EVENTS SALES

TSN SOLUTIONS COMMUNICATIONS MEDIA EDUCATION PRODUCTIONS EVENTS SALES TSN SOLUTIONS COMMUNICATIONS MEDIA EDUCATION PRODUCTIONS EVENTS SALES TSN TEAM Thank you for taking the time to read this marketing and communications solutions document. I look forward to bringing our

More information

Marketing Plan Development 101: The Importance of Developing a Marketing Plan for Public Transit Agencies & Commuter Assistance Programs

Marketing Plan Development 101: The Importance of Developing a Marketing Plan for Public Transit Agencies & Commuter Assistance Programs Marketing Plan Development 101: The Importance of Developing a Marketing Plan for Public Transit Agencies & Commuter Assistance Programs Mark Glein, PhD, Marketing Florida State University Marketing Plan

More information

your activities and events. All Young Marines that participate in Veterans Appreciation Week are eligible to wear ribbon.

your activities and events. All Young Marines that participate in Veterans Appreciation Week are eligible to wear ribbon. Welcome Welcome to the Young Marines Veteran's Appreciation Week Campaign Toolkit November 5-11, 2014 Our goal is to provide you useful information to help you effectively manage and promote your YMVAW

More information

WSI White Paper. Prepared by: Ron Adelman Search Marketing Expert, WSI

WSI White Paper. Prepared by: Ron Adelman Search Marketing Expert, WSI Don t Leave Your Money on the Table WSI White Paper Prepared by: Ron Adelman Search Marketing Expert, WSI Introduction When was the last time that you looked online for a product or service? What stood

More information

Communication Plan. Information Technology University of Tennessee, Chattanooga. Version 1 November 2015. Susan Lazenby Barbara Webb

Communication Plan. Information Technology University of Tennessee, Chattanooga. Version 1 November 2015. Susan Lazenby Barbara Webb Communication Plan Information Technology University of Tennessee, Chattanooga Susan Lazenby Barbara Webb Version 1 November 2015 Department 5805 615 McCallie Avenue Chattanooga, TN 37403 423-425-4000

More information

Request for Proposals for Marketing and Branding Consultant

Request for Proposals for Marketing and Branding Consultant Request for Proposals for Marketing and Branding Consultant City Hall 600 Elm Street San Carlos, CA 94070 www.cityofsancarlos.org The City of San Carlos San Carlos is located on the San Francisco peninsula,

More information

SAFETY IN THE WORKPLACE By Sharon A. Stewart. January 28, 2005. The Occupational Safety and Health Act (OSHA) includes a General Duty Clause

SAFETY IN THE WORKPLACE By Sharon A. Stewart. January 28, 2005. The Occupational Safety and Health Act (OSHA) includes a General Duty Clause SAFETY IN THE WORKPLACE By Sharon A. Stewart January 28, 2005 The Occupational Safety and Health Act (OSHA) includes a General Duty Clause requiring employers to "furnish a place of employment which is

More information

Sabre Media Kit. powering progress

Sabre Media Kit. powering progress powering progress Sabre Media Kit Our Travel Agency Media products allow you to reach: Sabre Media Travel Agency Media and Online Media Services Advertising opportunities reaching the most powerful travel

More information

LUXURY TRANSPORTATION & PROTECTIVE SERVICES FOR THE DISCERNING CLIENT. Transportation Services For: A Veteran Owned and Managed Business.

LUXURY TRANSPORTATION & PROTECTIVE SERVICES FOR THE DISCERNING CLIENT. Transportation Services For: A Veteran Owned and Managed Business. ABOUT SVT is a licensed provider of Secure Transportation and Protective Services for executives, media personalities, professionals and families ensuring that you and your loved ones are safe and secure.

More information