An interesting twist of the application of security and surveillance systems has been in the arena of customer service. The technology is being used to help arbitrate disputes with patrons and in turn, assure them of the integrity of the games and the establishment. It also serves to demonstrate the diligence of the casino in detecting grifters and proving culpability.
Other customer service enhancements created by the technology involve locating lost items or friends and crowd assessment used to determine when to open other areas or gaming tables.
Casinos have a consistent track record for not only quickly adapting new security technologies and strategies, but for frequently developing innovations for internal use as well. The Casino industry has raised video surveillance camera placement to an advanced science, providing managers responsible for monitoring activities an unprecedented degree of control and observation capabilities. At the same time, video history from the surveillance systems is supplying investigators and casino managers with enormous amounts of information that allow them to frequently ascertain actual events.
Installations of surveillance systems costing in excess of $1 million are commonplace even outside of the major destination gaming cities. Casinos can average as little as one camera for every 100 square feet. In what first sounds like overkill, the question begs: ‘Is it worth it?’.
"I am amazed at the lack of crime here. It is not nearly as much as I anticipated…” commented one Michigan state police investigator after reviewing the security systems in the local gaming community.
In Las Vegas, surveillance operating companies have noted that conventional crime is on the decline thanks in part to the pervasiveness of cameras and security systems. From 1998 to 2001, casino crime was down more than 30% and projected to fall in excess of an additional 25% in 2002.
While the trend of reduced crime is encouraging, no one is fooled into complacence. Casinos are involved in a game of leap-frog, trying to stay ahead of the technology that is equally embraced by criminals. "Device crime is rapidly on the rise," said Woody Pierce, one of the managing partners in the International Casino Surveillance Network in Las Vegas.
Utilized by criminals, the computer and internet revolution has enabled the sophistication of even petty criminals to evolve dramatically over a very short period of time. The only way for casino and gaming operations to combat this more savvy attack on their profits is to continue to adopt even more sophisticated security systems. And they’re not shy about letting the public know about their efforts, either.
"We want to let people know if you're interested in cheating, you'd better not come to an MGM property." says Las Vegas Mirage spokesperson Alan Feldman.
