Rob links to this article about how the Israelis handle airport security. Anyone following the whole airport scanning debate should read this.
Essentially the Israeli system makes very smart use of technology but its focus is resolutely on people: both running a system that takes care of the passengers and also gets the value of making real eye contact as a key way of spotting dangers. It’s relational and human.
The clumsiness of processes that fail to get this can be found in a lot of places other than airports.
