See SPO. See SPO Screen. Screen, SPO, Screen!

Keeping the flying public safe from curbside to cockpit is a major part of TSA’s mission. This post will hopefully provide some more insight about what’s going on before you even reach the security checkpoint.

Concerns about public areas in airports have been brought up time and again by security wonks and commenters on this and other blogs—and we’ve been listening.

Surveillance of non-sterile areas in airports is a no-brainer when it comes to mitigating risk in an efficient manner. There’s really no way to get around that. For a while now, several different TSA programs have been in place to satisfy this security need—and thus far, Behavior Detection has been getting most of the attention. However, Passive MMW, a.k.a SPO-7, might just steal the spotlight.

Since April 21, TSA has been testing and evaluating two tripod-mounted, highly mobile SPO-7 units at Boston’s Logan International (BOS). You may recall Blogger Bob’s post about Passive MMW back in September ’08; however, a few things have happened since then. Just as a quick recap, Passive MMW has been used in mass transit and maritime environments since 2007. In 2008, TSA tested the technology in non-sterile areas of Denver International and Minneapolis/St. Paul International during the 2008 Democratic and Republican national conventions.

The name “Passive MMW” may imply that this technology operates in the exact same way as the stationary Whole Body MMW machines at the checkpoint. This is definitely not the case. Both technologies are non-invasive and completely safe, but other than that, the only similarity is that both systems make use of millimeter waves in one way or another. To be clear, Whole Body MMW machines bounce harmless millimeter waves off of your body to generate a metallic image. Passive MMW on the other hand receives energy generated by an individual and the objects that they are carrying on their person. This energy can be detected by an appropriate receiver and can be used to detect anomalies.

Here’s an example of the image an operator would see:

As you can see, it looks a lot different than the robotic images generated by stationary MMW machines at the checkpoint. For this reason, Passive MMW machines and their operators will be in full view of the public in the non-sterile areas of BOS.

Security officers operating the Passive MMW will work closely with Behavior Detection Officers on the floor. If either group detects a potential threat, they will alert their counterparts. From there a variety of scenarios can occur, up to and including calling local law enforcement.

Signs will be placed in the vicinity of the screening area to make sure everyone is relatively well informed about Passive MMW:

So…Passive MMW…awesome idea right? Let us know what you think.

Blogger Paul

EoS Blog Team

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*Edit: The second sign was changed from "WARNING" to "ALERT"

Blogger Paul's Visit to the TSIF

What’s a “TSIF” you ask? Well, it’s one of several hundred acronyms I’ve had to learn since I’ve been here—but this one is special. The TSA Systems Integration Facility is a newly renovated 128,000-square-foot test facility located at Ronald Reagan National Airport. Here’s a little tour through the facility. Enjoy!



http://www.tsa.gov/weekly/033009_tsif.shtm

Blogger Paul
EoS Blog Team

TSA’s Work Abroad

With more than 245 daily inbound flights to the U.S. from all over the world, TSA has put a major focus on collaborating with foreign aviation authorities and sharing best practices, intelligence, technological innovations and expertise so that flights coming into the United States have the same level of security as those departing the U.S.

In collaboration with DHS and Department of State, TSA coordinates transportation security bilaterally with individual countries and multilaterally through major international aviation-related organizations including the Group of Eight (G8), the International Civil Aviation Organization (ICAO), and the Asia –Pacific Economic Conference (APEC). Twenty-two TSA Representatives (TSARs) are deployed worldwide to serve as DHS’s “boots on the ground”; interfacing with international partners, coordinating the DHS response to transportation-related terrorist threats and incidents, and facilitating the security assessments conducted by TSA’s security specialists at more than 300 airports in more than 100 different countries. TSA’s international teams have successfully vetted 100% of airports with direct flights into the United States.

Here’s a brief overview of some of TSA’s international activities:

On August 1, 2008, TSA JFK Inspections and Screening coordinated security measures with Emirates Airlines to ensure the successful arrival of the first commercial A380 ‘superjumbo’ jet direct from Dubai.

For the 2008 Beijing Summer Olympic Games, TSA coordinated security efforts with the People’s Republic of China. This partnership began in the summer of 2007 when U.S. Federal Air Marshals hosted a training exchange with members of the Chinese Air Marshal Program at our facility in Atlantic City. From July 19 until August 24, TSA successfully coordinated security operations at China’s Joint Operation’s Center with teams deployed at airports in Beijing, Shanghai, and Hong Kong.

When thousands of anti-government protesters took over Bangkok’s Suvarnabhumi International Airport (BKK) on November 25 of this year, TSA responded by sending a team to assess the risk associated with flights departing for the United States. The team was able to ensure the security of direct flights to the United States by December 6, allowing Americans to return home safely.

In a brand new 2009 initiative, TSA plans to deploy special teams of veteran security experts to various international locations to assist host nations with enhancing and sustaining local aviation security. St. Lucia will be the first nation to participate in this initiative, and TSA’s assessment team will work with the St. Lucian Ministry of Tourism and Civil Aviation to assess training needs, equipment, and aviation security legislation.

For additional information on TSA’s international efforts, please visit http://www.tsa.gov/approach/harmonization.shtm

Just Back from BWI - A Thanksgiving Checkpoint Report

I just spent five hours working alongside Transportation Security Officers at Baltimore Washington International's Southwest Terminal A to help out with the traditional Wednesday-before-Thanksgiving-rush. Thing is, no rush ever occurred. Sure, there was a steady flow of traffic through the checkpoint without much of a break, but the queue never really grew beyond 30 people.

Officers were out in full force manning five separate lanes-including the Family Lane that rolled out November 20. While families and those with special needs certainly appreciated Family Lane availability, the checkpoint was moving so smoothly, that all lanes were readily able to handle all types of passengers regardless of their particular situation.

Like many of my fellow headquarters colleagues who volunteered for the Thanksgiving weekend, I helped officers with bin removal and replacement in the lanes. I also helped spread traffic around to each of the five lanes to expedite the entire process. As I stood behind the Travel Document Checker podium, a frazzled mother approached me and asked:

"Is that the Family Lane over there?"

I replied, "Yes it is."

"Should we go over there?"

"Do you have any medical liquids over 3.4 ounces?"

"Nope. We're traveling pretty light here."

"Then you're good to go right where you are [which happened to be lane 2-the shortest line at the moment]."

Another good thing I noticed during my time at BWI: pies, cakes, and other holiday food items went through checkpoints without incident-though some items were subjected to additional screening.

The holiday spirit was on display as another passenger approached "TSO Dave" while he was helping bags through the X-ray machine and said: "You guys are doing a heck of a job today." Little things like that mean a lot.

While things went smoothly for the most part, there was one interesting moment around noon. As I was chatting with passengers and helping them with their bins, I noticed an Evian bottle with less than three ounces of red liquid in it under one of the metal tables situated in front of the X-ray conveyor belt. I picked it up, and let an officer know where I found it. He quickly placed the bottle into a little bowl and sent it through the X-ray machine. Based on the image displayed on our end, the officers was able to verify that the liquid was not in fact dangerous and disposed of it.* I love technology.

There's been plenty of articles out there about the decrease in traffic over the 2008 holiday season, but it was very clear from my first hand experience at BWI that TSA's officers, expeditious security features, and prepared travelers certainly helped the flow of traffic today.

It was an awesome experience to work with the BWI team and experience firsthand what they do every day.

Hopefully my experience at the checkpoint will continue through Sunday and Monday. Look for another post from my colleague Christine, who will be volunteering at Washington DC-Reagan National Airport on Monday.

Quick update: Traffic has just started to pick up (2:45pm), but all five lanes are still running smoothly. Family Lane is being used primarily by families. Special needs individuals (wheelchairs, etc.) are still being taken care of in all lanes.

Happy Thanksgiving and safe travels to all.

- Poster Paul


* Clarification: While X-ray can detect many things, it cannot detect all types of liquid explosives. That's why the 3-1-1 liquids rule was put in place in September 2006 and will remain in place until a technology solution is tested and deployed. In this case, when an abandoned item was found at a checkpoint, officers used available technology to screen it to ensure passengers' safety and then disposed of it.

Family/Special Needs Lanes Coming to All Airports in Time for Thanksgiving Travel

The Diamond Self Select Program [link] started back in February 2008 at Salt Lake City International Airport and is now operating in 48 airports. The program allows passengers to proceed through the security checkpoint at their own pace by selecting one of three lanes: Black Diamond (for Expert Travelers), Blue Square (for Casual Travelers), and Green Circle (for Families, those with special needs, and those unfamiliar with TSA procedures.)

Today, TSA announced that the Family/Special Needs Lane (Green Circle) will be implemented at every security checkpoint across the nation by November 20, 2008—just in time for the busy Thanksgiving travel season.

While many frequent travelers appreciate the Black Diamond Lane, we’ve also seen a great deal of success with the Family Lanes. Families and those with special needs appreciate the extra time and assistance, and our officers have seen the number of prohibited items in these lanes drop significantly because passengers have more time to divest.

From a risk management standpoint, directing all medically necessary liquids that exceed the 3-1-1 limits to a dedicated lane makes sense. This move is the first step in the path forward on liquids that Kip Hawley wrote about last month [link].

What do passengers need to know about this development? If you’re flying after November 20th and carrying medically necessary liquids in containers larger than 3 ounces, you should use the Family Lane. Medically necessary liquids include: baby formula, breast milk, insulin, cough syrup, contact lens solution, and prescription medications. These liquids must be presented to a TSA Officer for additional screening, which should usually take less than 2 minutes.

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If you don’t have any exempt liquids, proceed with your baggie to any other security lane. Remember, you can pack any amount of liquid in your checked luggage.

Pilots for Pilots

One of the requirements of the 9/11 Bill asked TSA to look at ways to enhance security by identifying airline flight deck crew members (pilots) and giving them a faster way to get through security.

TSA is now piloting a couple of ways to meet this requirement, which will get pilots to their planes a little faster without compromising security.

The Airline Pilots Association (ALPA) is currently testing a system called CrewPass at Baltimore Washington Thurgood Marshall International Airport (BWI), Pittsburgh International Airport (PIT) and Columbia Metropolitan Airport (CAE) in South Carolina. At these three airports, pilots using specified exit lanes approach the Transportation Security Officer at the podium and present their airline badge. The officer enters the pilot’s badge number into a device. The pilot’s face appears on the screen allowing the officer to ensure that both faces match up.

Concurrently, testing of another system is being done at BWI called Secure Screen. Developed with Southwest Airlines, this program is currently in use for participating Southwest Airline pilots only flying out of BWI. Similar to CrewPass, they arrive at a specified exit lane and approach the officer on duty. They present their pilot’s badge and at the same time enter a “clear key” - similar to a USB drive - into a reader. The reader displays the photo of the pilot and waits for the pilot to place their thumb or finger on the clear key. The system verifies that the biometric thumb print matches the fingerprint being placed on it. This system combines identification verification with a biometric component.


Commercial flight deck crew members are responsible for the safety of hundreds of passengers at any time and are trusted to operate million dollar aircraft on a daily basis. Allowing them to move more efficiently through the security process, while also being able to verify they are who they say they are, fits into our risk-based security approach.


Bob

EoS Blog Team

Leave your shoes on?

Wouldn’t it be great to show up at a checkpoint and just when you were reaching down to untie your shoes, you heard an officer say “You can leave your shoes on.”

The TSA is well aware that the removal of shoes is not our most popular policy. In fact, it probably ranks up there with root canals and doing your taxes.

What you’ve seen up until now has been our officers enforcing an unpopular policy that is based on the unfortunate truth that intelligence tells us that terrorists are still very interested in hiding items in their shoes.


Today, the X-ray is simply the quickest, most effective way to ensure nothing is hidden inside. What you haven’t seen is all the hard work that’s been going on behind the scenes trying to find an alternative. Our experts and the private sector have been looking for ways to screen footwear while allowing passengers to keep their shoes on for quite some time.

Last year, TSA tested a shoe scanner from General Electric in Orlando. Today, we’re testing shoe scanning technology at Los Angeles International Airport (LAX) from L3 Communications. If all goes well, these tests could lead the way to quelling of one of our most unpopular policies.

LAX received two units from L3 Communications last week. Since this is a test to collect data, passengers will still need to remove their shoes prior to walking through the magnetometer. Hey, don’t kill the messenger. I’m just giving you a heads up! :)

DHS Science and Technology, a sister agency of TSA, is also testing this shoe scanner and will collaborate with us on their findings.

Programs like the shoe scanner, the checkpoint friendly laptop bag and diamond lanes are not only good for passenger convenience but they help to reduce the chaos and frustration at checkpoints. This is good for security because it allows more than 2,000 Behavior Detection Officers to better focus on passengers with harmful intent.

And yes, we are going to answer your top 10 questions. :)

The evolution of the Bag: Going "Checkpoint Friendly"

We’ve spent a lot of time talking about the evolution of the security checkpoint here during the past seven months. Some ideas like the Diamond Lanes and our screening of the MacBook Air have been tremendously well received while other topics like the science behind 3-1-1 and our recent ID requirement have generated lots of, let’s just call them spirited debates… In all cases, we’re working to create a system that is not only better for security but easier for passengers to navigate. We do this not because of a need to be loved, but because we increase security through a calmer checkpoint (think bad guys sticking out of the crowd more in a relaxed environment).

One project we’re currently working on that has been widely discussed on the Internet and several blogs is a “checkpoint friendly” laptop bag. This bag would allow our officers a clear, unobstructed view of the laptop and allow passengers to keep the laptop in the bag during screening.

Why do we keep calling it a “checkpoint friendly” bag you may ask? Because the simple truth is that if we were to “certify” bags or “TSA approve” bags, we’d be here for months and maybe years and not weeks developing an approved government standard for laptop bags. By not certifying or approving, we leave it to industry to develop bags that work and get out of their way. We expect these bags to hit the market in the Fall, in plenty of time for holiday shopping this year.

To support private industry’s foray into this new and exciting field, we have opened up our operations to bag manufacturers for a look see. The TSA screening operations at Ontario, California, Austin, Texas and Washington-Dulles have invited manufacturers in to see how their prototypes appear on our x-ray machines, both AT and standard. Officers working these checkpoints are providing valuable feedback on which bags work and which ones need more work. After all, the ultimate authority on whether a laptop will have to be removed from a bag will rest with the officer working the x-ray machine.

Once manufacturers think that their bags are indeed “checkpoint friendly,” then we expect them to produce bags for the market. Some things to look for in your “checkpoint friendly” bag, once they’re on the market, include:

o No metal snaps or zippers underneath or on-top of where the laptop would be X-rayed
o Plastic works much better than anything metal
o No pockets either underneath or on-top of where the laptop would be X-rayed
o Bags with thick dividers may cause officers to pull the bags for secondary screening and do not provide clear images
o No emblems or seals that are thick and placed on top of or underneath where the laptop would be
o Bags greater than 30 inches in length when unfolded often do not fit on a single image, requiring the TSA officer to view the contents of the bag as multiple images, which takes longer. It is faster to keep the fully opened bag to an opened length of 30 inches or less (although not critical for image clarity).
o If the bag does not present a clear image to the officer, he or she should be able to have easy access to the laptop computer for secondary screening to speed the process.



The key is a clear image of the laptop inside the bag. If wires, batteries or cords are on top of or under the laptop, it’s going to have to come out; which will slow security and anger a passenger that just bought this new “checkpoint friendly” bag.

So, all this talk about laptops may leave you asking, “Why do laptops have to come out of the bag today?” The reason is so we can get a good, clear look at them. It’s easy to hide items inside of or underneath laptops. By removing the laptop from the bag and placing it in a bin, the officer can quickly make the determination that the laptop hasn’t been altered or is hiding anything.

Christopher
EOS Blog Team

A Day in the Life of Checkpoint Evolution at BWI

Just like scientists strap cameras to wildebeests in the Serengeti, we have strapped a camera to a passenger. For the first time ever, you’ll be able to see exactly what a passenger sees as they walk through their brand new checkpoint at BWI. Watch as the passenger winds through the blue glow of the quiet jungle of machines. It’s like you’re actually there.



Listen to what passengers and Transportation Security Officers have to say about the new checkpoint.





Learn about the new passenger engagement training our Transportation Security Officers are receiving.



Read more about Checkpoint Evolution.

Thanks,

Bob
EoS Blog Team

Checkpoint Evolution Up and Running at BWI: Even More Changes Announced to Reduce Hassle to Passengers

In February, Secretary Chertoff told an editorial board that he had directed TSA to do a sixty-day, no-holds-barred review of what we do at the passenger checkpoint to see if we can weed out things that used to be needed but perhaps today could be stream-lined. This effort ties in with our longer term effort to update our security measures -- to go on offense rather than just wait behind the magnetometer and try to find prohibited items. Today at Baltimore-Washington International Thurgood Marshall Airport (BWI), those efforts come together. And, starting today, they become reality.

Here are the ‘greatest hits’ that are in the works:

Airlines may now allow kiosk/at-home printing of boarding passes for almost everyone. Secretary Chertoff challenged TSA to reduce the hassle thousands of passengers have every day when they can’t print a boarding pass online or at an airline kiosk. They have problems not because they pose a threat to aviation, but because their names are the same or similar to someone whose name is really on a watch list and does pose a threat.

Think of it this way: for every actual person on the watch list, there are thousands of people – who don’t pose a threat – but whose name is close enough that they are flagged in the system and not allowed to print their boarding pass. These passengers must go to the ticket counter to resolve the issue by showing photo identification, and it’s a huge inconvenience to them. Many of these ordinary travelers feel that they have been watch-listed, which would make anyone mad.


TSA has asked airlines to create a secure system to accept passengers’ dates of birth, first at the ticket counter and subsequently in their frequent flier or other secure database. Passengers will be encouraged, but not required, to provide airlines with limited identifying information like their date of birth. If they do so once, the airline can clear them on future flights and they will be able to print their boarding passes at home or at the kiosk.

Better ID verification.

A key to an accurate watch-list process is making sure that people are who they say they are. TSA officers already are using more sophisticated methods to validate a traveler’s identity. In addition, TSA is today outlining the types of ID that will get you through security faster. Essentially, driver’s licenses with photos and passports are what we are looking for. If you left your wallet in a cab, or for some reason do not have the right ID, we will work with you, but it will take longer.

Make the physical layout work for us.

BWI’s “B” Checkpoint has a different look today – it’s the first place to rollout the Checkpoint Evolution elements. We’ve integrated all the elements to work together and get us a calmer checkpoint environment that benefits our active security measures like behavior observation. Easier divesting and bin loading, better light and less noise are examples of things that help security and also lessen hassle for passengers.

We’re excited about these initiatives, because they will improve the passenger’s experience with TSA, but more importantly, they will help our security officers carry out their critical mission. If you fly through BWI, be sure to come back to the blog and let us know what you think.

Click here for more information.

Kip Hawley

Passengers Asked For It, Passengers Got It: Passenger Feedback Used in Checkpoint Evolution

While screening 2 million people every day, you learn a thing or two. In addition to this on-the-job learning, we specifically sought out passenger feedback on how a checkpoint could be designed to make their lives a little easier. Easier processes equal more relaxed, patient people. More relaxed, patient people equal better security for everybody.

What we leaned and incorporated is: People want someplace to get ready for screening, people want to move at their own pace and people want somewhere to sit down and put themselves back together after screening.

That’s why we have introduced the prep stop and re-composure benches to the Checkpoint Evolution.

The prep stop allows passengers that need to prepare for screening an unhurried, plastic-bag, trash can and recycle bin-filled environment in which they can make those last minute preparations. This part of the Checkpoint Evolution also helps these travelers better prepare for screening without the cold shoulder from the pinstripe-suited business traveler tapping his wing-tips on the tile floor.



The re-composure benches are specifically designed to accommodate two people and are even split-level to foster sharing and tying those wing-tips when you're done with screening. It's a place to put yourself back together before heading off to your gate.



A lot of thought and feedback has gone into these and the other elements of Checkpoint Evolution and we welcome any suggestions you might have to make this concept even better.

Christopher
EOS Blog Team

Checkpoint Evolution: Passenger Engagement

Passenger engagement… What is it? Is it the new romantic comedy about two passengers who meet at an airport and decide to get married? Not quite.

Passenger engagement is all about the way we are moving to an entirely different environment at our checkpoints. Checkpoints are noisy, confusing places that often leave passengers feeling as if they just ran through a gauntlet.

While we are adopting process and technology upgrades, we are also enhancing the training of our officers to include a heavy focus on better communication at the checkpoint between officers and passengers.

We’d like to change the environment for two reasons. First off, passengers deserve to travel through our checkpoints without feeling stressed. We all have enough stress in our day to day lives don’t we?

Secondly, the more relaxed passengers are, the easier it will be for our Behavior Detection Officers to pick out folks who are displaying signs of fear and deception.

In a relaxed environment, someone with ill intent will stick out like a man in a plaid suit at the Oscars.

Bob

TSA EoS Blog Team

Checkpoint Changes Coming

In TSA's checkpoint of the future, passengers will approach the security kiosk, carry-on in hand, and put a biometric on the scanner. While the scanning system clears you after it confirms your identity and flight information, the technology in the kiosk will verify that there are no truly dangerous items on you or in your bag. Total elapsed time: about 1.75 seconds. Version Two will add a Teleporter so that you will not need to get on an airplane.

Your grandchildren will love it.

Technology is a wonderful thing but it's not an overnight process - it must be invented, funded, built, tested, bought, and deployed. Unfortunately, the security technology field has not sufficiently fired the imagination of scientists or the private capital markets to the point where truly breakthrough technology will soon transform the checkpoint experience. Yet the current security threat environment requires that we get smarter and more nimble, now.

We have some significant changes in store for the checkpoint starting this spring. I would like your thoughts and I hope TSA will earn your support in our common mission. Please take a look at our Checkpoint Evolution micro-site.

TSA has taken a fresh look at our checkpoint operations to see if we can improve security and the passenger experience with what we have today. We took what we know from the intelligence and security communities, we listened to our employees, we learned from passengers (including on this blog), we evaluated readily deployable technology, and have come up with changes that we have begun piloting.

There are three elements to what we are calling Checkpoint Evolution: people, process, and technology.

People. The threat environment makes it clear that we need to add layers of security to be effective against adaptive terrorists. This means adding a capability to detect a potential problem even if they are not carrying anything prohibited - in other words, more focus on people, not just things. That means deploying more officers specially trained in behavior detection and document checking to identify people that intend to do harm, not just waiting to find their prohibited item in a carry-on bag.

Process. We're making improvements to the checkpoint process, including better signs to tell you what's going on at the checkpoint and why, and what you need to do at various stages. There will be areas to divest - or prepare - for screening and also an area to get everything back together after you're done. You have seen some pilots with our Diamond Select and Family lanes and we will continue to make improvements.

Technology. We don't have the end-all-be-all machine yet, but there are some technologies we will be installing in many airports throughout the year that are an improvement to what currently exists, including multi-view x-ray for carry-on bags and whole body imaging for passengers. The deployment of these machines will represent the first significant addition to the checkpoint since metal detectors and X-ray machines were introduced in the 1970s.

Our enemies have the advantage of picking their time, place, and method of attack. Those advantages are more pronounced if our defenses are rigid and predictable - they could use our standard operating procedures and technology against us.

We do have some advantages. First, airports are our turf; we have the home field advantage and can set the rules. Keeping an element of randomness and calming the checkpoint are critical.

Second, TSA's officers have experienced more passengers and bags than anyone else on earth and that knowledge is priceless. They know what doesn't seem right. In a calmer checkpoint environment, hostile intent stands out from the behavior of regular passengers just trying to navigate the system. Behavior detection officers and document checkers will use their training and skills to identify people and things that stand out from the norm and give them added scrutiny.

Third, the advantage we need to bolster most is the fact that the numbers are overwhelmingly in our favor - two million people a day fly, every one of them with a vested interest in assuring the safety of our system. We know the overwhelming majority of passengers pose no threat, so we want to improve your checkpoint experience and get your help in making those who do pose a threat stand out.

In short, we are seeking to reduce our weaknesses while improving our strengths until the futuristic checkpoint with seamless security screening becomes a reality.

Please visit our Checkpoint Evolution Web site to find out more, and share your feedback. If we partner together, we can make flying safer and a lot easier - right now. Thank you for your participation and partnership with TSA in keeping travel safe.

Kip

Diamonds Are a Passenger’s Best Friend (Diamond Lane Program Expands to 3 More Airports)

The Diamond Lane Self Select Program is spreading like snow on the hills of the ski resorts of Salt Lake City and Denver where the program first originated. The program rolled out yesterday in Spokane, Washington and rolls out today in Boston and Orlando.

We've all been there. You've got your jacket and shoes off, laptop out, liquids and gels in a baggie… You're ready to roll, but you have to wait behind a large family or group of inexperienced travelers. It's frustrating. It's also frustrating for the inexperienced passengers as well because they are feeling the pressure and hearing the obvious sighs of frustration and the foot tapping from the frequent flyers in line behind them.

It's almost like when you're at a grocery store and you only want to buy a pack of gum. You find yourself in line behind somebody with an overflowing cart of groceries and they aren't making any offerings of letting you jump ahead. That's exactly why grocery stores implemented the express lanes and that's what we're doing with the Diamond Lane Self Select program.

I know what you're thinking… Some folks who consider themselves to be experts most likely aren't. Kind of like the person who jumps into the express lane at the grocery store with 28 items instead of 12. How do you remedy that? There are a couple of ways. Part of the program requires an officer as a guide working in the front of the queue lines to help direct passengers and answer questions. Also, just as in the express lanes at grocery stores, anybody who jumps in the wrong line is likely to experience unhappy passengers who will greet them with comments and sighs. Self policing if you will…

What have we learned so far since our last update on the blog? Throughput has increased up to 35 percent during our busiest peak times in the expert lanes at the pilot airports. In fact, in Salt Lake City, a news crew covering the program had to wait several hours to experience a 5 minute wait time.

Also, now that inexperienced travelers aren't feeling the heat from road warriors, they're doing a much better job preparing for screening. We're seeing a dramatic drop in the number of banned items we're discovering in the family lane. All this adds up to a more satisfied passenger, a very good thing in itself but not the only benefit. By allowing passengers to self-select, the checkpoint as a whole is a less stressful place.

By creating this calmer environment, suspicious behavior stands out better, allowing our behavior detection officers to do their jobs more effectively. Where are we going? The TSA plans to roll out the Diamond Lane Self Select program at a minimum of 3 more airports by the end of April. Stay tuned…

Bob
TSA EoS Blog Team

The Truth Behind the Title: Behavior Detection Officer

Ever get the feeling you’re being watched? Usually it’s just nerves or a good dose of electromagnetic energy, but if you’re traveling through a TSA checkpoint, chances are there are several sets of eyes on you. What are they looking at? Is your hair messed up? Looking flustered after problems at the ticket counter? Have toilet paper stuck to the bottom of your shoe? No. You’re being watched by Behavior Detection Officers, or BDOs in government acronym-speak.

The program was designed by Paul Ekman (PhD), a psychology professor at the University of California Medical School, San Francisco. He’s been studying behavioral analysis for the past 40 years and has taught the TSA, Customs and Border Protection, CIA, FBI and other federal agencies to watch for suspicious facial expressions of tension, fear or deception. He has even taught animators at Disney-Pixar to create convincing faces for film characters. After passing along his skills to US Customs, their “hit rate” for finding drugs during passenger searches rose to 22.5 percent from 4.2 percent in 1998.

Behavior analysis is based on the fear of being discovered. People who are trying to get away with something display signs of stress through involuntary physical and physiological behaviors. Whether someone’s trying to sneak through that excellent stone ground mustard they bought on vacation, a knife, or a bomb, behavior detection officers like me are trained to spot certain suspicious behaviors out of the crowd. Once we make our determination, we refer these passengers for additional screening or directly to law enforcement.

Just recently at the Cincinnati Northern Kentucky International Airport, (CVG) two of my fellow BDOs spotted behaviors on a passenger and conducted secondary screening. They were unaware at the time the individual was an undercover “passenger” involved in covert testing. The concealed item was an unassembled weapon in a carry-on bag. The BDOs caught this right away, and when the testing was over, it was revealed that the passenger also had plastic explosive simulants in the cups of her bra. This was an excellent catch, and proof the behavior detection program works. If this were the real thing, we would have caught it.

Between July 1, 2007 and February 7, 2008, 514 people were arrested after being referred for additional screening or directly to law enforcement officers by behavior detection officers. The arrests include unlawfully carrying concealed firearms or other weapons, possession of fraudulent documents, transporting undeclared currency, possessing illegal drugs, immigration law violations, and outstanding warrants.

Some will say that it shouldn’t be TSA’s job to look for drugs, or money - our job is airport security. But when we spot someone behaving suspiciously, we don’t know what they have; all we know is they’re behaving in a way that says they might pose a threat. In many cases, we find things that might have otherwise gotten through security (money, drugs) and that’s a good sign because it could just as easily been plastic or liquid explosives. The behaviors these drug and currency smugglers exhibit are the same behaviors we expect a terrorist to exhibit.

In the ABC interview below, former United Airlines ticketing agent Mike Tuohey discusses gut feelings he had about behaviors Mohamed Atta and Abdulaziz al-Omari were displaying on 9/11. BDOs are trained to recognize behaviors and likely would have subjected them to secondary screening and questioning.



At a time when almost anything can be made into a weapon, it’s important to focus on the people with intent to do harm, not just on the items they might use. For more information on the program, click here.

Bob
TSA Evolution Blog Team and Behavior Detection Officer

Zip Lane

Hi! I’ve just come back from Burbank where the TSA has been piloting a few suggestions posted by bloggers such as you.

We’ve tested the "Zip Lane" ("If all your carry-ons fit under the seat in front of you, Zip On Through!"). And you know what? It was a rousing success! Not only did lines move quicker but the mood changed: Transportation Security Officers noted that Zip Lane passengers smiled more. :)

Zip Lane is now a permanent feature of the Burbank security checkpoint.

How do I qualify as a Zip Lane Passenger?

• Travel from Burbank between either 06:00-08:00h or 16:00-18:00h.
• Make sure all your carry-on luggage fits beneath the seat in front of you. If you have larger luggage, consider checking it.
• That’s it!

How do I know which lane is the Zip Lane?

• Look for posted signs.
• Ask any Transportation Security Officer.

What if I’m not traveling from Burbank?

• We hope to be bringing Zip Lanes to other airports soon.

Please keep in mind that the lane is monitored, so don’t waste your time trying to sneak into the Zip Lane with an elephant. (Stuffed elephants that fit under the seat in front of you are ok.)

Re-cap:
If you’re looking to zip through security, check out the Zip Lane at Burbank, open to passengers with small luggage traveling between 06:00-08:00h and 16:00-18:00h.

Try it out, tell us what you think, and keep sending in your great ideas!

Update on Black Diamond Pilot in Salt Lake City - and Now It's in Denver Too

Earl Morris, who heads up TSA's airport security operations in Salt Lake City, sent in this update to my original post:

"It's been about a week since we launched our "Black Diamond" pilot to improve security and efficiency at the checkpoint, and things are going well. At Terminal 1 where we are running the pilot, you'll find six self-select lanes modeled after the ski icons familiar to many in this part of the country - green for beginners, blue for intermediate and black diamond for experts. During the peak times at our airport, we have two lanes dedicated for black diamond, two for blue and two for green. Everyone gets the same level of security screening based on their needs and experience with the checkpoint process. The education process begins at the ticket counter where travelers first see the signs and they select their lane before they reach the TSA document checker who reviews their identification and boarding pass.

The Green lanes are used primarily by families, who often feel stressed in the traditional lane trying to get through with their kids, strollers and other stuff. Often these folks haven't gotten the proper level of attention they deserve. People who don't travel much and groups also select this lane. We've dedicated more resources to get people through this lane quickly without making them feel pushed. The Blue lanes are for casual travelers who understand TSA procedures to a degree but may not travel all that frequently so they take a little more time. The black diamond lanes are for expert travelers who understand the system by the nature of traveling a lot and are totally prepared for the checkpoint. The goal is to ensure that TSA provides the proper level of service with customized needs of the traveler in mind. Security is improved by improving the process, taking the pressure off in the lines, eliminating the hassle factor and calming down the passenger.

Here's what we've learned so far:

We've remained flexible in this first week, and incorporated feedback from our employees and travelers to reconfigure lanes and streamline the process. The input from our employees has been critical in making this work. As some have noted in the comments section, one of the challengers we've faced is the casual traveler who perceives themselves as an expert and goes into the Black Diamond lane. We've placed TSA employees out front to educate the passengers and help them select the lane that is right for them. These folks have been successful in helping people while keeping a smooth orderly flow at the checkpoint. They also explain the liquids policy and have baggies in hand to provide to travelers.

We're pleased with how things are going, and we plan to keep the Black Diamond program going here in Salt Lake indefinitely. Our airport and airline partners are supportive, passengers are upbeat, the process is improving and every day we are working to make it better."

Earlier this week, Denver International Airport also began a Black Diamond pilot. For two weeks, passengers can choose the family/special needs, casual traveler or expert lanes in the North Checkpoint during peak morning and evening hours. If you use these lanes, please be sure to post a comment here to let us know what you think. Here are two articles from Denver:

• Color-coded screening takes off at DIA (DenverPost.com)
• DIA security lines: Pick 'em (Rocky Mountain News)

What is Your Lane? Go at Your Own Pace in Salt Lake City

You may have read or heard about a new pilot program in Salt Lake City this weekend that enables passengers to go through security at their own pace.

Here's the information from the TSA website:

• TSA Enables Passengers to Go at Their Own Pace in Salt Lake

At TSA we are piloting a variety of innovations at the checkpoint to improve security by focusing on people, technology and process.



In the process arena, TSA launched a self-select lane pilot this week in Salt Lake City, Utah. The self-select lane is aimed at enabling travelers to select a lane customized to their pace. Because the pilot is in a region of the country where skiing is a way of life, TSA modeled the lanes after well-known ski icons: green for beginners, blue for intermediate and black for expert.

In the TSA version, the green lane is for families traveling with children or people who need special assistance. These folks may not travel that often and need extra help with the procedures and assistance navigating security. The blue lane is for casual travelers who are somewhat familiar with the procedures and have multiple carry-ons. The expert, or black diamond lane is for those who know the procedures well and always arrive at the checkpoint with appropriate items removed and limited carry-on luggage. The security standard is the same no matter what lane you choose. However, efficiency is increased by allowing passengers to proceed at their own pace.

"We are enhancing security by creating a less stressful experience. This enables our officers to provide better support to the people who need it most, while others are able to navigate the checkpoint more expeditiously," said Earl Morris, TSA federal security director at Salt Lake. "Passengers will ultimately determine the success of the pilot."

TSA is also testing the black diamond concept at Denver International Airport in coming weeks. This is one of many innovations that passengers will see tested regionally in 2008. For instance in Houston, TSA is partnering with Continental Airlines to pilot a paperless boarding pass; in Memphis, security officers are using wireless whisper headsets to enhance communications between behavior detection officers and travel document checkers; and in Burbank, Calif., there is a customized lane for people with only one carry-on item. Stay tuned for more to come.

If you've experienced any of TSA's regional innovations in your travels, share your feedback at tsa.gov/blog.

HOORAY BLOGGERS!

A Win for the Blogosphere

Posters on this blog have had their first official impact on our operations. That’s right, less than one week since we began the blog and already you’re affecting security in a very positive way.

On Monday afternoon we began receiving questions about airports that were requiring ALL electronics to be removed from carry-on bags (everything, including blackberrys, iPods and even cords). This practice was also mentioned on several other blogs and left us scratching our heads.

So…we checked with our security operations team to figure out what was going on. After some calls to our airports, we learned that this exercise was set up by local TSA offices and was not part of any grand plan across the country. These practices were stopped on Monday afternoon and blackberrys, cords and iPods began to flow through checkpoints like the booze was flowing on Bourbon Street Tuesday night. (Fat Tuesday of course).

So thanks to everyone for asking about this and for giving us a chance to make it right. Our hope is that examples like this validate our forum and show the solid partnerships we can form with our customers - the traveling public - in not only increasing security but in making all of our lives just a little easier.

Thanks again and keep those comments and questions coming.

Wow! What a Response (Commenting Disabled)

Wow! The number of comments on our blog has been amazing. Many of the posts during the last 24 hours are exactly the types of questions we hope to answer and the conversations we hope to begin with the traveling public. Some have been downright mean and cranky but that’s okay too. For most people, this is the first chance to reach out directly to TSA and tell us about your experiences and we very much want to hear from you.

Frankly we’ve been overwhelmed with the number of response we’ve received, more than 700 comments at last count, and comments are still pouring in. Several of you have suggested a format change to go from a laundry list of: shoes, cranky officers, idiotic rules, you guys sure try hard…, stream of consciousness diatribes to a more logical way of collecting and hopefully shedding light on many of the things that passengers want to know.

Well we’ve heard the comments and we’re making the move. Later this afternoon you will find several common questions or topic areas that have been raised and are on the front of all our minds like shoes, ID requirements, liquids an others. This list will evolve as this blog does and we’ll be posting answers, thoughts and comments on each of these topics on these pages.

Because of the software we’re using to run this blog, it’s up to you to post your comment on the right page, in the correct topic. Today we don’t have any way to move posts from one place to another so we’re relying on you to post in the right place. If it’s not posted under the right topic we will not be able to move the post. Because we have more than 700 comments on the Welcome post, we are closing the comment feature there. Even though that post is not longer accepting comments, we still welcome your feedback and thoughts here.

In the spirit of transparency, we plan to note how many comments we've rejected and tell you why. Mostly the rejected comments include profane language, political rants or abusive posts that we just can't print, and some are completely off topic. Other than these, every post will go up as written and we will continue to operate this way.

Thanks again for the great range of insightful, sad, humorous, outrageous comments. Keep them coming and we’ll do our best to try to keep up.

Evolution Blog Team


electronics in flight said...
electronics in flight said...can someone please explain to me all the fuss about having all of your electronics OFF before we leave the gate?

A good question. Actually it was found that cell phone signals, specifically those in the 800-900 MHz range, did interfere with unshielded cockpit instrumentation. Because older aircraft with unshielded wiring can be affected, because of the possible problems that may arise by having many airborne cell phones "seeing" multiple cell phone towers, and because of all the electronic systems in a modern airplane that would have to undergo lengthy and expensive certification, the FCC (via enforcement through the FAA) still deems it best to stay on the safe side and prohibit the use of cell phones while airborne. It should be noted, though, that such a prohibition is being lifted in Europe.And while I'd like to take credit for that rant...all credit goes to The Mythbusters (with a little help from Wikipedia).

Jay


How about Booties?
In response to anonymous who would like booties for their feet…
I understand your concern on the hygiene issue. While part of TSA’s mission is to promote great customer service the reality is that customer service in aviation is a partnership between the airport authority, the TSA, and the airlines. While I speak only for my airports most of them do in fact provide some type of ‘booty’ to passengers as a customer service enhancement. Those who don’t provide footwear ensure the cleaning crew cleans those floors regularly.
My recommendation is to start with your airport and explain your concern to them…the same could be said about having plastic baggies at the checkpoint for folks who forget to bring them to the airport. The airports also care about customer service and sometimes a gentle reminder goes a long way…

Jay

Welcome

Two million travelers come in contact with the Transportation Security Administration every day. It is an intense experience all around -- extremely personal in some senses but also impersonal at the same time.

There is no time to talk, to listen, to engage with each other. There isn’t much opportunity for our Security Officers to explain the ‘why,’ of what we ask you to do at the checkpoint, just the ‘what’ needs to be done to clear security. The result is that the feedback and venting ends up circulating among passengers with no real opportunity for us to learn from you or vice versa. We get feedback verbally and non-verbally at the checkpoint and see a lot in the blogs, again without a real dialogue.

Our ambition is to provide here a forum for a lively, open discussion of TSA issues. While I and senior leadership of TSA will participate in the discussion, we are turning the keyboard over to several hosts who represent what’s best about TSA (its people). Our hosts aren’t responsible for TSA’s policies, nor will they have to defend them -- their job is to engage with you straight-up and take it from there. Our hosts will have access to senior leadership but will have very few editorial constraints. Our postings from the public will be reviewed to remove the destructive but not touch the critical or cranky.

Please be patient and good-humored as we get underway. The opportunity is that we will incorporate what we learn in this forum in our checkpoint process evolution. We will not only give you straight answers to your questions but we will challenge you with new ideas and involve you in upcoming changes.

One of my major goals of 2008 is to get TSA and passengers back on the same side, working together. We need your help to get the checkpoint to be a better environment for us to do our security job and for you to get through quickly and onto your flight. Seems like the way to get that going is for us to open up and hear your feedback...

Thanks for joining us,
Kip Hawley

Meet Our Bloggers

Moderators/Bloggers

Bob
Hi, I'm Bob, and I started with the TSA in September 2002. I worked at the Cincinnati-Northern Kentucky International Airport (CVG) for 5 years and am currently residing at TSA headquarters. I started as a Transportation Security Officer (TSO), and have since been promoted to a Program Analyst with the Office of Strategic Communications and Public Affairs.

In my nearly 6 years with TSA, I've also worked as an Operations Watch Officer, Instructor, Training Coordinator, Behavior Detection Officer, and I served as the Vice Chairman on TSA's first National Advisory Council - a group representing TSA's frontline workforce in discussions with TSA leadership on security and workplace issues.

I live in Northern Virginia with my wife, 4-year-old daughter, newborn daughter, and a 100 pound German shepherd named Clarence.

Prior to the TSA I was a singer songwriter and traveled the world with my band. Songwriting is now one of my hobbies along with record collecting, ugly ties and photography. My favorite type of music is pre-punk garage rock music from the 1960s.

Lynn
I’m Lynn, and I joined TSA on September 11, 2006. It’s somewhat coincidental because on September 11, 2001, I was nine months pregnant, headed to work in DC and heard about the first plane hitting the WTC as I was driving past the Pentagon. By the time I got to my office, the Pentagon had been hit. The image of dazed people crossing the highway and the smoke pouring out of the Pentagon as I drove home is still fresh in my mind. After my son was born, I spent the next five years as a full-time mom and got hooked on blogging. I also honed my skills in traveling with small children.

At TSA, I manage information sharing efforts, work on Web 2.0 initiatives, collect data and stats, and provide incident management support. I’m an information junkie, participate regularly on various message boards and travel sites, and I’m a huge fan of the Darwin Awards and the DC City Paper’s News of the Weird, which makes me want to post regularly on the wacky things we see at TSA on a regular basis.

Nico
I'm Nico and I have been with the TSA since just about the beginning, January 3, 2002 to be exact, 35 days after Congress created the agency. I currently manage public affairs for the agency in the Pacific region which includes California, Arizona and Hawaii, though I have served as the primary media POC for as many as 16 states at one time or another.

I came to the TSA after serving 10 active years in the Navy and am now a Navy Reserve officer with over 17 years in uniform. My wife served in the Navy for 10 years, my brother continues to serve, another brother served and my kids can't wait to serve. A Navy family some would say.

On September 11, I was scheduled to attend a meeting in the Pentagon, in the same corridor where the plane hit, though I avoided the meeting because I was watching television coverage of the World Trade Center. On that day it became clear that the world my children would grow up in is a significantly different world than the one we knew. Securing our homeland is certainly a passion for me.

Paul
Hello everyone, I’m Paul and I just arrived at the TSA fresh out of college. I have several years experience working with various types of news media, ranging from radio to magazines to online publications. I’m originally from Philadelphia—home of the *best* sports fans in the nation. Philadelphia Phillies 2008 World Champs.

For the past 8 years, I’ve spent countless hours rowing on the Schuylkill River in Philadelphia and the Charles River in Boston. Rowing competitively is one of the most satisfying experiences out there.

Commenters/Bloggers

Kelly
Hey ya’ll (yep, I’m from KY).… My name is Kelly and I have been with TSA at Louisville International Airport since Dec 2006. In my two years, I have enjoyed working with the public and have helped to train other TSOs. I work part-time and half of my time is spent on the checkpoint and the other half screening checked bags.

Before TSA, I worked mostly in restaurants. Until TSA, that is pretty much all I knew and I enjoyed it very much. Working with the public since I was 15 has helped me to develop great customer service skills that I apply to my job every day and try to utilize when helping out on this blog as well.

I have always enjoyed working with people, but outside of work, my true passion is animals. My boyfriend and I have an Australian Shepherd and a cat, who don't get along of course. I also love taking pictures and have been thinking about ways to combine my passions. Until then, I will be here and hope to be more helpful in answering your questions and giving feedback.

Tim
Hi, I'm Tim and I joined TSA in mid 2007. I'm currently a Transportation Security Officer at Sacramento International Airport (SMF) and take great pride in the support I receive.
I come from a US Army military intelligence background and am a combat veteran of Operation Iraqi Freedom. As a Non-Commissioned Officer (NCO), I specialized in Imagery Intelligence (IMINT) and junior level analysis.

On September 11, I was one of the many US Army soldiers patrolling Fort Huachuca checking military IDs. Holding my M16-A2, I knew the United States was going to change and I would do everything in my power to make sure it changed for the good. Public service has been a great honor for me.

In my free time, I am a proud family man, hobbyist programmer, like to collaborate on open source software, and am currently finishing up my degree in software engineering.

West
Hi, my name is West, and I started with TSA in February of 2005. I work at GSO (Piedmont Triad International Airport in Greensboro, NC) and truly enjoy working at my airport. I was hired on as a Transportation Security Officer (TSO) and have since been promoted to Lead Transportation Security Officer (LTSO). I have worked as an On the Job Training (OJT) Monitor, and have been training new TSO’s since my first year with TSA.

I live in Greensboro, NC with my significantly better half Charlene, Jacob and Esau (the two cats that actually own the house), and Montana and Darwin (the dogs that are a pair of walking comedy reels).

Prior to working with the TSA, I put in 8 years with the US Army as a Military Police Officer. I also put in 8 years as a Silversmith Apprentice and am now a Journeyman Silversmith. My hobbies include sitting on a pier/boat with a fishing pole and being able to fix broken metal things.