'Nobody watches live footage,' say CFL video surveillance team

Cameras are everywhere in the modern world, in stations, car parks, buses, and trains. According to CFL management, one of their main purposes is to provide passengers with a sense of security. But above all, they are there to ensure the smooth operation of facilities, including lifts and escalators.

However, recent coverage by the Tageblattraised concerns regarding CFL's remote surveillance service, known as the "Building Management System" (BMS). CFL's management officially denied knowledge of any wrongdoing by its employees.

To gain insight into the functioning of the department, a team from RTL.lu visited one of the BMS sites.

No systematic monitoring of surveillance footage

Inside CFL's BMS department, alarms go off constantly. Staff swiftly pinpoint the source of each alarm - be it a malfunctioning escalator or someone pressing one of the many SOS buttons in one of the stations. The alarms trigger immediate responses at the BMS centres in Belval or Mersch. Depending on the situation, technical teams are despatched, or inquiries are made to discern the nature of the alert, distinguishing genuine emergencies from false alarms.

In cases requiring assistance, such as medical emergencies, the fire brigade or ambulance services are promptly despatched, with station staff often being the first responders, depending on the station and the time of day. However, Ralph Elsen, head of the service, clarifies that the surveillance footage from cameras is not constantly being monitored:

"If something happens and an emergency call comes in, we intervene. We then review the surveillance footage in a targeted way. What we're not doing is continuously monitoring everything through surveillance cameras."

Elsen goes on to explain, "There are a lot of people who think that if they wave at a camera, we'll see them. No, that's really not the case, not at CFL. We're not a security company; there's no one back there watching the live footage."

BMS employees subject to regular checks

According to the Tageblatt article, employees of CFL's Building Management System (BMS) have been observed engaging in unauthorised activities during their shifts, including watching movies on their tablets, playing online poker, or even taking naps. These actions are officially prohibited, and Ralph Elsen asserts that the company's employees are subject to regular checks:

"Throughout the day, managers are stationed at both sites, ensuring oversight. Additionally, unannounced inspections are conducted at night to monitor activities."

And what happens if an employee is caught watching a film?

In the event of an employee being caught indulging in unauthorised activities, swift action is taken:

"If an employee is caught, they are immediately suspended pending an internal CFL disciplinary procedure. An investigation ensues, leading to appropriate consequences," explains Elsen.

However, Elsen emphasises that in general, employees are not expected to monitor camera footage unless triggered by an alarm. He also outlines alternative productive tasks employees can engage in during downtime:

"In the meantime, you can do a lot of other things. For example, you can revisit technical documents, review procedures, or pursue further training. There are training courses that people can take. You can pass the time very well and keep yourself busy with technology."

The BMS department comprises 24 employees spread across two locations in Belval and Mersch, operating in three shifts.