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The Final Word
www.international-sec.com
A Personal View
expressed by Yves Duguay
“...even though we congratulate and reward Screening
Officers whenever they perform in an exceptional manner,
it is really the feedback they receive and the
consequences they witness that truly motivate them...”
In the February issue of this journal, (former) IATA Director, Georgina attitudes are actively encouraged and rewarded and where improvement
Graham, wrote about the “madness” of a regulatory environment that has is generated through oversight, supervision and individual coaching.
“a fear-based knee jerk mentality” focused on unilateral measures that Even though we congratulate and reward Screening Officers whenever
erode trust. they perform in an exceptional manner, it is really the feedback they receive
As the senior Vice-President responsible for overseeing screening and the consequences they witness that truly motivate them; it is then that
operations at 89 airports in Canada, the only way I can see us ever they feel like an important part of the security team. This happens whenever
overcoming the incredible challenges cited in Ms Graham’s piece is to find an unruly passenger is dealt with appropriately by the air carriers, or when a
solutions that directly affect our front-line operations. That can only be person is charged by our police partners while attempting to travel with a
WE KNOW
accomplished by getting all the aviation security partners, including the prohibited weapon or to commit other criminal acts. The pride one feels
Canadian Air Transport Security Authority (CATSA), to better focus on the when such action is taken cannot be overstated. In creating a culture of
relationship between the Screening Officer and the passenger. excellence, this is one of our most powerful motivators.
HOW IMPORTANT
Striking the Right Balance Working with Partners
Only by striking the right balance of trust between security and customer This is why CATSA is a strong supporter of consequence management. To
SECURITY
service – defined here as the ideal contribution of people, technology and underscore the importance of this with air carriers, we have taken the extra
procedures – will we be able to reach a tipping point where respect and step of formally signing memoranda of understanding with them. Everyone
trust are pervasive throughout the screening process. With more mutual wins when an air carrier refuses to carry passengers who have been unruly. IS TO YOU
respect and trust, there will be less stress, less attrition, fewer incidents This is even more important now as many air carriers are moving toward a
and an overall threat reduction. self-service approach where our Screening Officers will be the first point of
contact for many passengers in airports. More importantly, Screening
Focus on Operational Excellence Officers themselves have been very supportive and appreciative of this
To accomplish this, CATSA’s overall objective is to deliver a culture of effort deployed by their employer, CATSA and the air carrier.
operational excellence in partnership with its screening contractors and
numerous stakeholders (which includes Transport Canada, aerodrome Focusing on Passengers
operators, air carriers, police forces and other enforcement agencies). The CATSA is also in the process of improving its communications with
tools to be used to promote excellence in performance will come from the passengers through the design of a more interactive website, proactive a73
Enhanced security solutions, based on dynamic concepts adapted to meet Subsidiaries:
following drivers: media relations and a social marketing campaign, to reach out to the 42
changing threats and needs
million plus air travellers who pass through Canadian airports each year.
Netherlands
• A strong corporate commitment to develop a culture of excellence; This will actually help them better understand and comply with the
a73 Highly skilled security personnel implementing innovative means and methods
United Kingdom
• Engaging screening contractors and Screening Officers; regulations in an effort to not only keep them informed, but also increase
a73 Increased efficiency through use of state-of-the-art, proprietary technologies
Germany
• Improving individual and corporate performance by measuring it; throughput as a result of a change in behaviour. That change of behaviour
France
• Quality assurance feedback loop cascading to the Screening Officer; is also required from Screening Officers; indeed we remind them often
a73 Outstanding level of operational effectiveness at exceedingly competitive prices Russia
• Promoting positive behaviours and attitudes; through shift briefings that to excel in security, one has to become
a73 Improved customer service through accelerated passenger flow
Italy
• A concept of operations that fosters continuous improvement. customer focused in order to lower the stress of customers and be able to
Japan
better identify those with threatening items or behaviours.
Spain
Screening officers realise the importance of their role in terms of Clearly, if we are going to achieve the level of trust required to improve
Belgium
achieving operational excellence. Their job is not easy and the pressure is checkpoint operations, we need to do a better job of focusing on the role of
I-SEC’s diverse range of services, based on numerous years of expertise and international
Hungary
real. To add to the stress they feel, their contribution is not always the Screening Officer and the relationship he or she has with the
operational experience in aviation security, include security handling services:
Romania
appreciated by the passenger, our partners or our stakeholders. passenger and to offer them the respect they have earned and deserve.
security profiling
a73
cargo security
a73
checkpoint screening
a73
HBS operation
a73
travel documentation services
a73
various integrated services that combine security
Respect, Reward and Recognition
with customer service (such as check-in, boarding gate and other customer-related activities);
A key element of this strategy will be a new initiative called the 3Rs Yves Duguay is Senior Vice-President of Operations at the Canadian Air
and security consulting services: security surveys and audits
a73
security concept
programme, based on Respect, Reward and Recognition. This Transport Security Authority. CATSA is one of Canada’s most successful
development
a73
security system design, implementation and assimilation.
programme is led jointly by CATSA and screening contractors to engage private-public partnerships. As a Crown corporation, it oversees aviation
the Screening Officers in achieving excellence. It is an approach that is security operations in 89 Canadian airports using different screening
driven by continuous improvement, where positive behaviours and contractors that employ over 6,000 Screening Officers.
Tel: +31 20 7163410 | sales@international-sec.com | www.international-sec.com
48 Register now for FREE instant access to ASI online by visiting www.asi-mag.com August 2009 Aviationsecurityinternational
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