At sports events, providing good service and focusing on the fan experience can be crucial in improving safety and security. As Katarzyna Gierak, Head of Strategy and Integrity of Sport Unit in the Department of Planning and Strategy at Poland's Ministry of Sport and Tourism, states, “security should be as invisible as possible”, while service should be used “to make the spectators feel that they can come back.”
This integrated approach on safety, security and service is championed by the Council of Europe Convention on an Integrated Safety, Security and Service Approach at Football Matches and other Sports Events (the Saint-Denis Convention). The joint European Union - Council of Europe project “Balance S4” aims to further strengthen the safety and service pillars of the Convention and ensure the involvement of all stakeholders part of the organisation of sports events.
Good practices in fan engagement and service can lead to safer and more inclusive sports events. “Raising awareness and educating all groups involved is essential”, Katarzyna points out. “When everyone feels included, everyone feels safer”. An example of this approach is the new project “Stadium Without Barriers”, led by the Polish Government in collaboration with disabled supporter communities, which aims to make stadia more accessible.
Let's continue to focus on service and ensure that the fan experience remains at the forefront of sports events!
Watch the full interview here
On 6 and 7 May 2025, Balance S4 organised an online Training of Trainers (ToT) on Service at Sports Events. Through interactive group exercises and discussions led by the Sports Grounds Safety Authority (SGSA) trainers, participants attending the ToT were equipped with practical resources and tools to facilitate training sessions in their respective countries to understand the spectator journey, provide service essentials, train the event personnel, enhance communication and make sure that every spectator is able to enjoy the day without fear or worry.
More information:
Programme of the Training of Trainers
Discover the Saint-Denis Convention through an online course
