This chapter is divided into two parts:
1. Security
2. Safety
Security
The prospect of event disruption through acts of violence is a fundamental concern among event organizers. To date, terrorist attacks have not occurred at convention centers as they have at stadiums, arenas, concert halls, airports, shopping malls, and other tourist and meeting places. The threat environment today is composed of extremist groups, lone wolf individuals who are extremists, deranged, or criminals. Certain advocacy groups may also be included in this mix; however, their tactics are not violent. They disrupt events and draw public attention to their cause. Tracking and analyzing trends, keeping close associations with the regional fusion centers (combined federal, state, and local threat analysis centers) and first responders and having a professional, well-trained security workforce are essential elements for convention center security operations.
KPI: Physical Security and Crime Incident Summary
Owner |
Public Safety (Security) Department |
Data Sources and Collection |
The Public Safety (Security) Department provides this information. |
Reporting Frequency |
Quarterly |
Tracking and analyzing security and crime incidents is the management responsibility of the Public Safety Department. Physical security incidents occur at many events, ranging from minor (petty theft, arguments among exhibitors, or vandalism) to major (organized event disruption and the threat of physical violence). This KPI has two parts: (i) the number of security and crime incidents for each event and the month and (ii) the nature of security and crime incidents and percentage of total.
Objective
Obtain a knowledge base of security incidents and use data to plan and take appropriate deterrent and preventive measures.
Managing an Unfavorable Conclusion or Inference
News of frequent security and crime incidents spreads rapidly among event organizers and at some point will adversely affect sales and marketing. There can well be multiple causes. The most obvious cause is a lack of well-trained uniformed security from your own workforce as well as the event security hired by event organizers. It may also be the nature of the event, especially consumer shows. Some simply attract undesirable patrons. Be as transparent as you can with event organizers.
How to Calculate and/or Organize Data
Work Sheet 7.1 provides a useful way of displaying this KPI.
Work Sheet 7.1 - Security summary - number and nature of incidents
Presentation Notes and Formats
Tables, bar graphs, or both, comparing current YTD and previous YTD. See Figure 7.1 showing security incident category percentages.
You may elect to use a different type of graphic such as a segmented ring chart.
Figure 7.1 Percentages of security incidents
Things to Watch for: Misinterpretations, Nuances, and Cautions
Detailed Documentation of Security Reports: The KPI table above is not enough documentation for security incidents. For legal and insurance reasons, detailed standardized report must be filled out and maintained for each incident. The report should cover details of the incident (time, place, individuals involved, etc.) and include photos, videos, and interview notes from those involved and witnesses.
Safety
A reputation for having an unsafe workplace is difficult to shed. An accident that triggers an Occupational Safety and Health Administration (OSHA) inspection followed by violations and fines will be publicized and reported in the press. Fortunately the frequency and severity of injuries in the US tradeshow and convention industry is low. This does not mean convention center operations and events are risk free. There are a multitude of potential hazards; tight move in schedules, heavy truck and forklift traffic, millions of pounds of freight moved in and out regularly, workers building exhibits at heights, temporary high-voltage sources and cables, and so on. Despite the low number of injuries, the best method to maintain this record is to consistently measure, look for unfavorable trends, and take preventive action.
KPI: Summary of Workplace Injuries
Owner |
Public Safety (Security) Department |
Data Sources and Collection |
The Public Safety Department provides this information |
Reporting Frequency |
Quarterly |
Why This KPI Is Useful
It is a good management practice to monitor safety problems and especially those that result in injuries. “duty of care” concerns dictate that convention centers make an effort to prevent, record, and properly take action on potential hazards.
Obtain a knowledge base of injuries and their nature and cause.
Managing Unfavorable Conclusions and Inferences
1. For the few injuries that occur at events accountability is transferred to the Licensee by way of insurance and indemnity clauses in the License Agreement. Know that this alone does not relieve a convention center of any accountability or liability under the law. An apparent lack of “duty of care” on the part of the convention center as Licensor may be cause to find fault on your part.
2. An excessive number of injuries and or an injury that is life-changing will be reflected in several ways: OSHA inspections, violations and fines, a noticeable increase in insurance premiums (liability and workman’s compensation), and bad publicity.
3. Make certain all employees, particularly event services, know and follow the facility’s safety regulations and guidelines. Likewise, require that event organizers promulgate these to their exhibitors (including Exhibit Appointed Contractors (EACs)), and General Service Contractors (GSCs).
4. For enforcement of in-house or exclusive contractor employees, the only effective method I’ve experienced is a stern warning first, followed by a personnel action if an individual violates safety rules again (suspension without pay or termination).
5. Consider regulating GSCs’ and EACs’ qualification to work on site based on their workplace safety record (number and severity of injuries and/or workman’s compensation insurance experience modification rating (EMR). For example, an EMR that has been increasing annually that has reached 1.4 or above is disqualified to work in the building.
How to Calculate and/or Organize Data
Work Sheet 7.2 is suggested for this KPI:
SAFETY SUMMARY - NUMBER AND NATURE OF INJURIES - DATE _________ |
|||||||
Cause |
Fall from Heights |
Hit by Objects Dropped |
Slip and Fall |
Hit by Moving Vehicles |
Electrocutions |
Other |
Total |
This Qtr. |
1 |
1 |
2 |
0 |
0 |
0 |
4 |
YTD Total |
3 |
2 |
4 |
1 |
0 |
1 |
11 |
YTD Last Yr. |
2 |
1 |
6 |
2 |
1 |
1 |
13 |
Injuries per Event |
|||||||
This Qtr. |
0.1 |
||||||
YTD Total This Qtr. |
0.22 |
||||||
YTD Total Last Qtr. |
0.26 |
||||||
Work Sheet 7.2 Safety summary - number and nature of injuries
Presentation Notes and Format
Table, bar graph, or both, comparing current YTD, previous YTD.
Things to Watch for: Misinterpretations, Nuances, and Cautions
Detailed Documentation of Injury Reports: The KPI Injury Summary table is not enough documentation for safety and injury incidents. For legal and insurance reasons, a detailed standardized report must be filled out and maintained for each injury. The report should cover all the details of the injury (time, place, individuals involved, etc.) and include photos, videos, and interview notes from those involved and witnesses.