“
...the new contracts provide the economic incentive and long-term benefits for screening contractors to achieve optimal management capabilities, competencies and systems...”
The Way Forward By and large, this first year – one that could be characterised as a start-up phase – has been successful. Our screening contractors have effectively deployed their new management structures. We also created a CATSA/ Screening Contractor Relationship Management Plan to establish and govern a systematic and collaborative relationship. Working groups focus on performance management; scheduling; contingency planning; communications; passenger experience and training. An important product of our relationship management programme has been the ability to make minor adjustments to the contracts that are in the interests of all parties, including most importantly, the travelling public.
Over
the remaining term of the contracts, we’ll continue to improve them as necessary. But without doubt, we’re on the right track. Through effective
relationship management, we are successfully bringing two competing interests together.
As private
enterprises, our screening contractors are profit-based. But as a Crown corporation delivering an essential service to Canadians, our drivers are service quality and value for money. What CATSA offers it contractors is a healthy business model – what we require in return is a healthy service delivery model. The two aren’t mutually exclusive. It is our challenge to bring the two together. Once you achieve that, you’ve got a system that really works well.
CATSA, established in 2002, is a Canadian Crown corporation regulated by Transport Canada.
CATSA and
Transport Canada work together in aviation security, each with very distinct mandates. CATSA screens 51 million passengers and 62 million pieces of baggage each year.
Yves Duguay is CATSA’s Senior Vice-President of Operations and Customer Experience. He is accountable for the security screening of all passengers, non-passengers and their baggage at Canada’s 89 designated airports.
As
CATSA’s champion for customer service, he is also leading the organisation’s efforts to improve the overall passenger experience while ensuring the security of the travelling public.
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December 2012 Aviationsecurityinternational
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