Typically, the goals of bank or credit union design and security are at cross purposes. Design seeks to create a welcoming environment, while security attempts to keep certain people out. However, it is possible to design beautiful and effective branch environments that are also highly secure.

1. SECURE BRANCH DESIGN
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3. TyPically, goals of Bank design and
securiTy are aT cross PurPoses
DeSigN
seeks to create warm welcoming
environments that are very retail-like
SeCuRity
wants to create the safest
environment possible in which to
conduct transactions
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4. tHE EXPERtS SAY. . .
Ray Kelly
NyC Police Commissioner
One well known tier 1 bank’s architecture
is actually conducive to robberies because
it’s more like a living room than a business
(couches, tV sets showing news,
coffee stations) . . .
RObeRt MCCRie
bank Security Specialist
banks are making themselves
robber-friendly. . .
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5. SECuRItY DEFINED
even the dictionary points to the many facets of security.
Main Entry: se·cu·ri·ty
Pronunciation: si-kyu̇r-ə-tē
Function: noun
1: the quality or state of being secure: as
a: freedom from danger: safety b: freedom from fear or anxiety
2 a: something given, deposited, or pledged to make certain the fulfillment
of an obligation b: surety
3: an instrument of investment in the form of a document (as a stock certificate
or bond) providing evidence of its ownership
4 a: something that secures : protection
b(1): measures taken to guard against espionage or sabotage, crime,
attack, or escape
(2): an organization or department whose task is security
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6. achieving The oBjecTives
of designers and securiTy
sPecialisTs is a conundrum
ThaT does have a soluTion
if viewed holistically across every detail
of a branch, bank branches can be both
attractive and secure
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7. SECuRItY
iT’s more Than jusT
PrevenTing roBBeries.
iT’s aBouT:
Customers’ sense of PRiVaCy
Customers’ and employees’
feelings of SaFety
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8. 3 lAYERS oF SECuRItY PSYCHoloGY
oloGY
some send a message,
some are more TangiBle.
ViSual
indicators that purport security but don’t
necessarily offer actual safety, e.g. half
doors at teller counter, signs about hat
removal
SPatial
how the display of the space and the
movement of people affects security,
e.g. clear site lines
PHySiCal
actual tangible features of the branch
that impact security, e.g. cameras
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9. EVERY DEtAIl MAttERS
SeCuRity WE
LCO
can be improved at every ME
ZON
touchpoint of the environment ES
(E N
TRA
NC
E S)
iMPROVeMeNtS
at each phase feed into
INTERIOR SECURITY
the success of the next
E NT
EM
N GAG
G &E
I NIN
F TRA
STAF
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10. ENtRANCE PoINtS &
WElCoME zoNES
access conTrol vesTiBule
bulletPROOF “bOx”
essentially allows entrance to
one person at a time
Metal DeteCtOR
scans for weapons
allOwS aCCeSS
only if you’re cleared
Tip: Training is key to the success of this feature.
Employees and customers must understand
the benefits for it to be seen as a positive
addition to the security plan, rather than as
an annoyance.
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11. ENtRANCE PoINtS &
WElCoME zoNES
signs requesTing The removal of
hoods, haTs and sunglasses
Meant to encourage customers to remove items
that keep them from being unrecognizable
Must be done respectfully
training is key
Tip: If employees understand the purpose of
policies and procedures in the branch, security
related or otherwise, easier to gain compliance,
and results will be more effective
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12. ENtRANCE PoINtS &
WElCoME zoNES
cameras and disPlay screens
Common security tactic in retail
Makes customers aware that they’re being recorded
Tip: They don’t have to be ugly prison‐like cameras.
A sleek, modern screen with a simple case
surrounding it allows form and function have
an equal part.
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13. ENtRANCE PoINtS &
WElCoME zoNES
meeTer greeTer sTaTions
By fronT door
also a common retail tactic
lets customers know they’ve been noticed
Deters potential robbers and increases
customer service
Tip: Meeter greeter station must be staffed.
An unstaffed greeter station is an open invitation
to potential robbers, and gives them a sense of
invisibility.
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14. ENtRANCE PoINtS &
WElCoME zoNES
Take a simple meeter/greeter approach to the next
level with the “Safe Catch” method.
A new method that’s gaining some attention:
Approach suspicious customers in a friendly manner,
give them an opportunity to leave by providing
them with an exceptional level of customer service
(ask for ID, etc).
Works well in tandem with traditionally accepted method
of not causing friction. “Customer” is still always right.
Use of this tactic reportedly thwarted the
“Garden Glove Bandit” in Seattle.
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15. INtERIoR
“baNDit baRRieRS”
bullet-proof glass separating tellers from customers
arguably the best deterrent against robbery,
but definitely not very welcoming . . .
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16. INtERIoR
CleaR SigHt liNeS
tHROugHOut tHe bRaNCH
The most commonly
made mistake, but also
very important when
considering the branch
merchandising plan.
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17. INtERIoR
FuRNituRe
maintaining privacy is key.
Privacy is often mostly about
perception and it doesn’t have
to compromise security
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18. INtERIoR
Vault
vaults rarely in use anymore.
(we haven’t installed one in years)
Replaced by smaller safes, cash
drawers and drop boxes.
electronic security keeps them safe
with motion detectors, cameras,
heat detectors, etc.
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19. INtERIoR
wiNDOwS
clear, open windows are critical
Do not have complete
obstructions or blinds.
Police want a clear view inside
in the event of a robbery.
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20. INtERIoR
CONCealeD SPaCeS
are opportunities for robbers and
liabilities for customers and employees
(break room, public bathrooms, etc.)
avoid out of site doorways, hidden nooks etc
if you can’t avoid it, make sure hidden areas are
monitored with security cameras
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21. INtERIoR
gates or doors to block access to behind
teller line are mostly a visual cue. they won’t
actually stop a determined robber but do
provide a certain level of safety for tellers
Tip: Gates with a keypad more effective
than without. Doors even better where possible.
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22. INtERIoR
Teller heighTs and widTh
a visual cue more than anything and are only a
small component to a thorough security plan.
Make it difficult for a robber to leap the counter
big sticking point between design and security…
security often wants them higher and wider, but
design must also comply with aDa standards.
Tip: When building new teller stations, keeping the
transaction space as small as possible is also helpful
in keeping robbers from leaping over the counter.
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23. INtERIoR
cameras
Different purpose from entrance cameras
No need for customers to see the cameras
take advantage of new smaller technology
- blends in with design
- half-dome cameras can be built right
into millwork
- consider using at the driveup to get
a clear view of people in cars
Tip: Hidden camera can be concealed in
nameplates and in egress doors frames -
the same functionality, but don’t detract
from design.
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24. StAFF tRAINING &
CuStoMER ENGAGEMENt
PossiBly The mosT criTical Piece
of The overall securiTy Plan
Make staff aware of all security features.
Reinforce the benefits to gain buy-in on
entire plan
Reiterate other elements of standard security
procedures: compliance with robbers etc
employees who feel safe in the environment
will inspire customers to also feel safe
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25. ulTimaTely, iT’s a Balancing acT
between various needs of the branch:
SeCuRity
FuNCtiONality
aDa etc . . .
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26. iT also dePends on locaTion.
whaT works for one Branch
mighT noT work for anoTher.
Some areas might require almost virtual
lock down, others the bare minimum
Tip: When moving into new locations,
consider the surrounding area before
deciding your security approach.
What is the condition of the local economy?
Rate of robberies in area banks?
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27. SECuRItY IS ABout
PERCEPtIoN.
if The Branch is Perceived
as Being well secured . . .
RObbeRS will MOVe ON
tO tHe Next.
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28. tHaNK yOu
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