Obtaining insights from staff based on conversations and surveys will give a deeper understanding of the (safety) procedures. The conversations on the field are necessary to put the input from the surveys into the right context. These insights will aid in discovering which non-security related tasks, performed by agents, distracts them from their security tasks. They also show how a security checkpoint or CONOPS is being experienced by the staff.
This information will aid with the process improvement/process optimization, and it gives an input for organizing operational support which will relieve agents of non-security tasks and helps them focus on their security tasks.