Dear N.K, Thomas Kritzer from Wiener Linien in Austria discusses why balancing technology, procedures and staff can lead to better security. Kritzer links customer experience and the role of staff to raising the standards of security and explains their methods for improving that can be applied elsewhere. Download the presentation here >  Find out more on: Implications of exploding passenger numbers and current social trends How to raise customer´s perception on security: Experiences and strategies Role of staff in metro systems: from customer service to a widespread security role Staff training: current developments and future needs of operators Download the presentation here > I hope you find this useful! Enjoy.  Lorna Moffatt Content Executive Total Rail