It is widely assumed that between 70% and 90% of serious accidents across all industries can be attributed to human error. While this is probably about right—you can’t argue with statistics—few people understand what kind of error lies behind that incredible number.
Upon hearing the words ‘human error’, most people think of the person or people directly involved in the accident—the ‘operator’. Was it a road traffic collision? Probably the driver who misjudged the situation. An aeroplane crash? The pilot pulled too hard on the controls. An explosion at a power plant? Must have been some young and clumsy shift operator.
While any of these may, of course, be the case, reality is rarely that straightforward. Many industries—particularly high-risk ones such as aviation, traffic management, construction and nuclear energy—have long been interested in reducing their accident rates. They have worked hard to introduce safety controls that reduce the chance of human error, or at least make its consequences more manageable. Did you know, for example, that the white swirl painted on an aircraft engine is not just a funny bit of styling, but is there to help ground crews see that the engine is running when they may not be able to hear it at a busy airport?
Those efforts have paid off. Commercial aviation, for example, has become one of the safest methods of transport available to human beings, with air travel around 170 times safer per mile than travelling by car, and orders of magnitude safer than walking. In 2023, the industry could boast zero fatalities, despite air traffic reaching a record-breaking 32 million flights.
This increase in safety has had a curious side effect, though. While the proportion of accidents attributed to human error has remained somewhere around that 70–90% mark—of a much smaller number of accidents—the source of human error has propagated well up the chain of command.
A modern human error, particularly in a high-risk industry, is rarely just an operator error. Everything possible has been done to reduce the chances of basic ‘human fallibility’ errors. Most of the improvement in safety records has been achieved not by carefully selecting only responsible, prudent, well-disciplined and positive people for safety-critical positions (there are only so many of us 😉), but by designing systems in such a way that their susceptibility to human fallibility is low—and their tolerance of it is high.
It is highly unlikely that a poorly qualified, exhausted or drunk pilot will make it into the cockpit—and even if one somehow does, there is another qualified pilot sitting right beside them. It is next to impossible for an unqualified person to enter the control room of a nuclear power plant, just as it is impossible to gain that qualification without rigorous training and having your knowledge verified by a diligent examiner. Critical jobs are rarely assigned to a single person without some form of supervision, checking or independent control.
Today, traditional operator failings—fatigue, drink-driving, lack of discipline, negligence, poor training and the like—rarely become the sole root cause of a high-severity accident. Multiple things usually have to go wrong at the same time.
More importantly, alongside increased attention to system resilience, there has also been a qualitative shift in the way we think about human behaviour and workplace failures. Gone are the days of imposing unrealistic expectations on frontline workers and then simply blaming them when they fail to cope. Today, the UK Health and Safety Executive puts the following statement at the heart of its approach:
“Human failure is normal and predictable. It can be identified and managed.”
That is why modern ‘human errors’ are often quite different from what we instinctively imagine them to be. They are no longer solely operator errors. They can be failures to recognise a flaw in the system design that leaves a task beyond the operator’s reasonable capabilities. They can be failures of management to anticipate honest mistakes and mitigate their consequences. They can be failures by executives to keep up with modern working practices and adopt them within their organisations.
None of this means that the operator is now implicitly cleared of all responsibility. Negligence, lack of focus and deliberate violations of rules cannot—and should not—be tolerated. But the operator no longer carries the entire burden of responsibility for an accident and the damage it causes. They remain accountable within the scope of their responsibilities, their abilities, and the balance between the two.
Responsibility for deficiencies in that balance—and for a system’s inability to protect itself against annoying but entirely predictable human slip-ups—belongs to the system and to the people who designed, organised and managed it.
And that is, without doubt, a good thing.