The Global Crowd Management Alliance® (GCMA) has announced the launch of The Service Playbook, a new publicly accessible content series aimed at strengthening the consistency, professionalism, and integration of services within event and crowd management operations worldwide.
Developed and led by Thyr Rodrigues, a board member of Global Crowd Management Alliance and an experienced international practitioner, the series positions Services as a core, attendee-facing function that operates alongside Safety and Security. The Playbook examines how services directly influence crowd experience, operational effectiveness, and coordination with wider event measures.
The first chapter, Scope of Services, introduces a practical framework to help organisations clearly define what Services they deliver, where these are delivered, and who they are intended to support. Subsequent chapters will be released on a fortnightly basis, each building progressively to explore how services are planned, resourced, and delivered as a fully integrated operational pillar.
While the content draws on experience from major sporting and live events, The Service Playbook is designed to be adaptable across a broad range of managed environments. It assumes professional familiarity with crowd management and event operations, focusing on strengthening existing practices rather than revisiting foundational concepts.
In line with GCMA’s mission to educate, advocate, and motivate across the global industry, the series has been made publicly accessible and free of charge. Insights from The Service Playbook will also inform an upcoming international GCMA survey, intended to capture current practices and support evidence-led recommendations for the sector.
The launch comes one week ahead of the Global Crowd Management Congress, scheduled to take place from 3 to 5 February 2026. As part of the Congress programme, Thyr Rodrigues will address how the Saint-Denis Convention translates from policy into operational practice at sporting events.
The Service Playbook is now available via GCMA’s official website at www.thegcma.com.
