Unfortunately, the world we live in today forces us to constantly watch for threats during game days and events – no matter what team you are on. Safety no longer falls solely on the security team but now spans across all venue operations and even reaches your fans with the help of fan mobile applications.
The ‘see something, say something’ campaign has been a powerful tool and a big step in enhancing security efforts during event days. But sometimes when you’re sitting in the stands or walking around a crowded venue, some people may not feel comfortable flagging a staffer down or they may not be able to find a staffer at all to tell them their concern. Mobile apps come in handy because they give fans a way to report concerns quickly and discretely without having to spend time walking around to find someone.
We recently hosted a webinar, Incident Tracking Meets Fan Apps: What You Need to Know, where we discussed how to leverage mobile fan apps to improve safety and security. During the webinar, we shared how one of our clients successfully rolled out a fan app that allows users to communicate directly with the command center to log complaints and report incidents. This is the direction that venues should be moving toward – after all, even with the most generous staff-to-fan ration and the latest technologies helping you proactively identify threats and incidents, fans still greatly outnumber event staff and on-site public safety resources.
Looking at some of our clients who have improved their incident tracking processes and general venue management, they have a few things in common:
Mobile (Paperless!) – Everywhere you use paper, instead use a mobile app – or at the very least a desktop. Paper work order or incident reports can easily get lost and tend to delay response times. With paper based processes, management has very little visibility into what the status is of a work order or incident report and usually must chase people down for answers and updates. With the right software and mobile apps, managers have full and real-time transparency into what the status is of work orders or incident reports. Mobile eliminates the running back and forth to tracking down documents and streamlines processes to get work completed more efficiently.
Closed loop process – Have one consistent process that encompasses key departments. For example, if an incident is reported during game day, the people who need to be notified are automatically notified. With a closed loop process, managers (or anyone who needs access to the information) can always see what the status is of the reported incident all the way through until it is marked as closed.
Fan apps and fan engagement – You can now have fans actively and directly involved in making events safer. Mobile apps that provide fans with the opportunity to report incidents gives venues another layer of security. Whether fans are reporting a broken seat, fight in the stands, medical incident or something more threatening, they should be able to connect directly with someone in the command center.
Related Resources for Incident Tracking: