Across North America, transit agencies are grappling with a growing concern for incivility, which affects both the rider experience and operator well-being. From fare evasion and verbal altercations to disregard for onboard rules, these behaviors can undermine safety, delay service, and erode public confidence in transit systems. 

According to Sophie Laplante, business development manager for public safety at Axis Communications in Canada, although the issue is widespread, technology is increasingly part of the solution. 

"Fare evasion is a big one," Laplante says. "It impacts the budget, and it's incredible how often I see it when I take the subway. There's also aggressive or disrespectful behavior, especially to the driver, and rule violations like smoking and vaping." 

While not always criminal, offensive behaviors can create a sense of insecurity, but what can be done to preserve a safe environment on public transit? 

Confronting Safety Challenges in Transit 

In recent years, transit operators across Canada and the U.S. have reported sharp increases in confrontations and disruptive behavior since the pandemic. 

Laplante recalls a statistic from the Toronto Transit Commission, which revealed that "73% of their employees were victims of physical or verbal violence in 2022." 

On January 16, 2025, the Federal Transit Administration published "Responses to General Directive 24-1: Required Actions Regarding Assaults on Transit Workers," which included an analysis showing that "more than two-thirds of transit agencies determined that safety risk mitigations are necessary to reduce the risk of assaults on transit workers." 

"I think in the end, it's about community," Laplante says. "How do we want to solve transportation incivility with a community approach?" 

Proactive Security Through Intelligent Video and Audio 

A potential solution? Axis Communications, a provider of network cameras and intelligent video systems, collaborates closely with agencies to design camera solutions that extend beyond basic recording. Increasingly, transit systems are using video analytics to identify patterns, detect violations, and proactively address incidents. 

"We get asked for analytics on fare evasion and disruptive behavior," Laplante says. "Vandalism, for example, and destruction of property also impact the financial aspect." 

However, modern camera systems can do more than capture footage. They can detect unusual movement, alert operators to crowding or aggression, and provide data that helps agencies make targeted policy and security decisions. 

Laplante notes that Axis began developing audio about 10 years ago, an endeavor that pushed the company to be more proactive in security. Suppose a camera catches a "bad incident" happening. In that case, operators will likely see it after the fact, and there's nothing much else they can do than try to identify the people in the video. 

However, a camera with an audio sensor, adhering to privacy protections and not recording conversations, will sense audio levels. When a peak gets too high, that signals an abnormality in the system, triggering an alarm of the agency's choice. 

The alarm could be a "visual strobe that will start blinking, or a speaker can play a pre-recorded message, or be accessed by someone monitoring the cameras." In a way, it allows real-time intervention and collaboration from central stations. 

Laplante says at times, depending on the "crime," it's amusing to see how pre-recorded messages have "changed the game." We're so accustomed to seeing cameras every single day that we aren't really aware we're being watched; therefore, adding audio as a feature makes it feel more realistic. 

How Analytics Transform Efficiency and Prevention 

In addition to live intervention, the cameras are used not only to collect imagery but also to gather data points. Laplante says that using the data to run operational efficiency statistics is the primary benefit, but it can also aid in policy decisions and prevention. 

"The camera is collecting images, but it can also transmit the metadata," Laplante says. "Now you know that this number of people have jumped over the fence and this many people didn't." 

The statistical evidence enables the implementation of more targeted policies, which can be tailored to specific areas, such as those where fare evasion is most prevalent. 

"Instead of tackling the problem broadly, you can be more tactical, more precise, start in a certain district, and the commissioners may be more lenient and understanding," Laplante says. 

Enforcing new policies in areas that don't require them can divert resources, like transportation security or law enforcement, away from areas that need them more. 

The cameras can also record routes experiencing daily overcrowding, which may require more buses or additional routes per day, or more staff to be allocated to a specific station to assist with automatic ticketing issues. 

Protecting Privacy in a Connected Transit World 

As agencies look to technology to manage behavior, transparency, and privacy remain top of mind. Laplante states that Axis collaborates closely with partners to ensure compliance, particularly as a European company subject to the General Data Protection Regulation (GDPR), which makes privacy an integral part of its operations. 

"It's interesting because [privacy] varies from province to province. British Columbia is a very, very strong proponent for privacy," Laplante says. 

Attending city halls and committee meetings is the perfect place to start discussing technology and showcasing its evolution. For Axis's camera products, masking individuals captured on video is a standard feature. 

"We make sure that the camera masks the face or body of a person, and the mask can be listed or retracted by a person of authority," Laplante says. 

However, suppose an agency detects something very intense or "heavy" happening on screen. In that case, they can decide to "unmask" the video and contact the person to determine how to proceed if consequences are necessary. Making these features known to the public helps Axis "sensibilize the population." 

Technology offers new tools to improve safety and civility on transit, but as Laplante reminds us, actual progress does depend on partnerships. When data, transparency, and community engagement work together, agencies can develop systems that are smarter and more effective in their use.