TECHNICAL DIFFICULTIES: How AI, apps, and tech are changing the security industry.

Using information obtained from security officer interviews, this new report examines three key areas where new technology is changing the security services industry and impacting the workforce, including: (1) automated/AI HR and work management systems; (2) remote monitoring and command tools; and (3) online and mobile training platforms. Our members’ experience using new technology and AI tools offers valuable insight into this industry. 

Check out the FULL REPORT. 

Key Issues:

• While touted as a success story and a way to streamline work, automated/AI work management systems may not work as intended and could even create problems for officers. For example, security officers have reported being scheduled for shifts without their knowledge or consent. They’ve also been scheduled for shifts where they are ineligible. This confusion may lead to demerits or negative feedback on an employee’s record. Some have had trouble correcting it after the fact.

• Automated decision systems (ADS), which minimize and sometimes even eliminate human oversight in disciplinary processes, are becoming too influential. Broad disciplinary action, lacking individualized and human review, could negatively impact officers.

• Given the high turnover in the security industry, the need to train new officers is constant, and remote training platforms can be useful with a workforce spread across thousands of worksites. But officer testimony raises questions about the quality of this training, with officers reporting that the online training is generic. According to officer interviews, online and remote training platforms may leave officers unprepared for their job.

• The implementation of AI and automated technology brings privacy concerns. The push towards remote surveillance relies on networks of cameras and sensors capturing tenants, clients, and the broader public without their knowledge.