Reading Terminal Market

Key Metrics

• 130 cameras cover critical market areas, ensuring high-definition footage.

• Hours to minutes: Investigations with local police are accelerated with AI-driven search.

• 365 days of video retention provides historical records to aid in liability, compliance, and law enforcement needs.

• Proactive insights: Occupancy trends, heatmaps, and Person of Interest alerts help mitigate slip-and-fall hazards and security incidents before they escalate.

Background

Standing at the heart of Philadelphia for over 130 years, Reading Terminal Market is no stranger to large crowds and unexpected incidents. Between bustling weekday lunches, farmers’ market weekends, and citywide celebrations, the historic nonprofit serves more than five million visitors every year.

The Challenge

For Director of Security Richard Neal and Assistant General Manager Miguel Servellon, the market's lively environment and high foot traffic posed unique security challenges:

1. Aging, obsolete camera footage systems: The market’s old cameras produced grainy video, slowing investigations and limiting evidence.

2. Need for a holistic approach: Leadership recognized that improving security meant fostering community trust, not just installing new hardware.

3. High-volume hazards: From slip-and-falls to theft, large crowds and bustling corridors demand quick, reliable insights for risk prevention.

To solve these challenges, Neal and Survellon selected Verkada's cloud-based system. The benefits were immediate, and some were even unexpected.

The Outcome

Building a Direct Line to Law Enforcement

Reading Terminal Market is as vulnerable as it is vibrant, making a close alliance with the Philadelphia Police a top priority. Verkada’s high-definition cameras emerged as a surprising yet powerful means of strengthening that relationship.

A high-profile incident spotlights the power of high-definition footage...

One incident put this advantage into sharp focus. When the wife of a retired Philadelphia deputy commissioner was assaulted on a public bus near the market, detectives believed the suspect had followed her from Reading Terminal. In the past, combing through grainy CCTV footage might have taken days.

Thanks to Verkada’s high-definition cameras, Neal and his team quickly traced the suspect back into the market, extracted a clear still image, and sent it to the police. Once the image was released to the news, the perpetrator surrendered.

...and becomes a catalyst for real-time collaboration

This case became a turning point. By consistently providing high-quality evidence, Reading Terminal became a vital partner for local investigations. In turn, the market secured a direct line to law enforcement that bypasses the typical 911 dispatch process, ensuring an accelerated response whenever incidents arise.

“We do a lot of work with the police for incidents that occur outside the market on the highway. The police may think a suspect came into the market or that the person came down Filbert Street [where we have cameras]. We’re able to go into the system, review the footage, and pull an exact event or person.” — Richard Neal, Director of Security, Reading Terminal Market

Through Verkada’s Command platform, high-resolution live streams and well-organized clips stored on the cloud are shared with the Philadelphia police in minutes. No more reliance on outdated tapes or on-site pickups. This transparent, immediate exchange of evidence lightens the load on detectives and cultivates a real-time approach to resolving incidents inside and outside the market.

Improving Market-Vendor Relationships

Of course, community-building doesn’t stop with law enforcement. Reading Terminal Market also coordinates closely with vendors to ensure everyone grasps safety operations within the market. Only security staff can access the Verkada Command dashboard, but merchants now feel more at ease knowing Reading Terminal can handle incidents quickly with high-quality video footage that’s trusted by police.

“Before Verkada, merchants had to rely on their own, outdated cameras. Now, the difference is night and day… they are more comfortable with the market’s security measures.”  — Richard Neal, Director of Security, Reading Terminal Market

More Than Just Cameras: A Modern Approach to Security 

Proactive Security: Person of Interest & License Plate of Interest

Reading Terminal Market flags past offenders or restricted visitors as Persons of Interest (POIs) within Verkada’s system. Once listed, the cameras automatically recognize these individuals anywhere in the market, instantly alerting security before situations can escalate. The same principle applies to vehicles: with License Plate of Interest (LPOI) alerts, security teams can track cars tied to known POIs or past incidents, adding another layer of preventative oversight.

Rapid Investigations with AI Search

Verkada’s AI Search functionality streamlines incident reviews by letting security filter footage based on specific criteria, such as clothing color, date/time, or the camera that captured the event. This cuts investigative time from hours to seconds, allowing staff to quickly locate clips of a stolen item, a slip-and-fall incident, or an altercation under police investigation.

Predictive Safety with Occupancy Trends and Heatmaps 

Reading Terminal Market utilizes occupancy trends and people heatmaps to monitor foot traffic, spot crowd bottlenecks, and optimize camera placement. By visualizing activity hotspots, security can address potential hazards proactively, whether repositioning staff for crowd control or mitigating slip-and-fall risks in busy aisles.

“Our goal is to improve the coverage to a point where we don’t have a blind spot. We’re continuing to advocate for [more Verkada cameras] by highlighting all the benefits of the improving technology.”  — Miguel Servellon, Assistant General Manager, Reading Terminal Market

Looking Ahead: Setting New Benchmarks and Preparing for Philadelphia’s Biggest Events

By combining advanced technology with strategic relationships, Reading Terminal Market is setting new benchmarks for safety in public spaces. From its close partnership with the Philadelphia Police Department to proactive features within Verkada Command, Reading Terminal is fortifying its security framework and ensuring this iconic landmark remains a must-visit destination for years to come.

Looking ahead, Philadelphia is gearing up for high-profile events, including the 250th anniversary of the Declaration of Independence and serving as a host city for the 2026 FIFA World Cup. These global gatherings will bring unprecedented crowds to the city, placing iconic destinations like Reading Terminal Market in the spotlight. By continually refining its holistic approach and expanding its Verkada ecosystem, Reading Terminal stands ready to welcome the world, ensuring everyone experiences this historic landmark at its safest and best.

To learn more about how Verkada can help your high-traffic commercial space adopt a similarly holistic, proactive security strategy, reach out to our team for a personalized consultation.