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As new technology is introduced the need for support increases as well. ASP has launched an internal ticketing system to support our evergrowing IT infrastructure. Support requests for anything related to the Intranet or IT Systems Support should be done through this function. Some of the support requests may include but are not limited to,

1. New Page or List Creation (Help)
2. Permission or Access Assistance
3. Site Links and Webpart Creation
4. Library Structure and Content Building
5. News and Events Help
6. Systems not functioning properly
7. General Support

To submit a support request, navigate to the Projects and Information Systems page. Scroll down to the “Need Support” Heading and follow the on screen instructions. Automated emails will be generated to advise you of the status of your support requests.

We are a quarter of the way through 2021 and we are beginning to see a change in operations as we plan and prepare for our borders potentially opening up later this year. Below is a focus on activity we have had in each of our operations:

Pearson Airport Security

• We are supporting the GTAA with the mandatory COVID-19 testing for International arriving passengers and mandatory hotel quarantine, where we are providing over 60 employees daily.
• We are proud to play a role in Toronto Pearson being awarded the “Best large airport in North America” for the fourth year in a row and also receiving a new award for “Best hygiene measures in North America.”
• The new virtual recertification program has been rolled out at the beginning of this year, with the portion of the program being put on our LMS Ispring we are now able to recertify our employees while complying with the current covid restriction.
• We are beginning to roll out our SRA app which is the mobile app for booking of additional guards for specific projects – this provides efficiency in our operations and our response to our clients as well as reducing our carbon footprint.

Calgary Airport Security

• New process for temperature screening at NPS points – wristbands issued to employees to eliminate the need to be temperature screened repeatedly during shift
• We conducted Training classes for SOC and New Hires
• ASP personnel now have dedicated Lunchroom
• Additional Terminal Patrollers have been brought in to assist with COVID quarantine requirements
• We have implemented the ASP intranet along with the new training credential tracker to better report to our clients
• Human Resources implemented Bamboo autoreminders for licenses and credentials – employees now receive reminders directly to their personal emails

Sudbury Airport Security

• We have developed some bespoke technology in enhancing our service delivery to Sudbury Airport by creating an Electronic Aircraft parking app. This app will eliminate the need for manual reports and will make for more efficient reporting to our client.
• As we are going through some contractual changes in the operation due to the effects of COVID-19. Many of our staff have gone above and beyond in their support to not only to ASP but also to Greater Sudbury Airport. Simon Duchesne and Larry Duvall who are constantly are willing to support the operation and regularly make themselves available to support the operation.

Thank you from all of us at ASP.

“we are beginning to see a change in operations as we plan and prepare for our borders to open later this year”

Geetings from the ASP team in Northern Ontario! Contrary to the common misconception that it’s always Christmas in Sudbury – YSB operations have in fact been heating up with lots of wins in Q1.

Congratulations to all of the Access Control Guards that achieved a perfect score of 50/50 on their first attempt of their 2020 recertification test.

For those who missed the mark, don’t worry! Keep working at it and you’ll get 100% next year!

Our clients, whether they are airport authorities or property/project managers, are people who we instinctively view in a high regard. We have all seen them around the job site from time to time and are very aware of when the “boss” is around.

Clients are viewed as leader figures who can answer our questions and provide support when needed. However, when disasters with tragic consequences occur and questions cannot be answered, our clients look to you to lead the way.

We have been inadvertently thrusted into the spotlight during this pandemic. Airport access points seem to be moving towards the front-of-house, where we must deal with more people and enforce stricter measures. You have been shifted out of your comfort zone and are working tirelessly to ensure this virus does not take any more lives.

Our clients are noticing your efforts. The spotlight is on you and your actions will be remembered for a very long time.

The definition of the word “Guardian” means to keep safe from harm or danger; protect; watch over. You might look at yourself as just another employee, but these are things that many pray for during times of distress. As a Guard, this definition also describes the natural qualities you carry, and an underlying reason why you chose the security field.

Protocols can fail during a crisis. But your ability to quickly adapt, keep the flow of information open, and restore a sense of order and safety reminds our clients of how vital you are. I have always considered each ASP employee an everyday superhero, but your response to COVID-19 now has many others thinking the same.

Syed Alvi positioned at a new front-of-house location at Toronto Pearson

ASP is actively involved in all aspects of the operations at the sites in which we operate. We strongly believe that the readiness for emergency events comes through constant training.

This September, The Greater Sudbury Airport Authority held a full-scale emergency exercise that ASP participated in to ensure the readiness of our team, should it be required in an event such as this one.

The exercise consisted of a simulated plane crash on the YSB grounds involving a passenger aircraft and a small private plane. It involved all relevant emergency responders from Greater Sudbury Police, EMS, Fire and all “hands on deck” for the YSB Emergency Teams.

The exercise was a great success and assisted us in further developing protocols and internal training that will improve the service and emergency readiness that is delivered at YSB and all other aerodromes in which we operate.

It’s the most wonderful time of the year – everywhere except at the airport. For most of us, the holiday season is a time of rejoicing and spending time with family and friends; however, it’s getting there that is often the most significant hassle.

To get to their holiday celebration, many people must endure the stress of holiday travel. With record high volumes expected at airports over the holiday travel season, combined with potentially bad weather, flight delays, long queues and wait times, as well as an increase in inexperienced travellers, our aviation employees must be prepared and committed to delivering exceptional customer service during this peak holiday season.

Today’s passengers have higher expectations for quality and service and Airport Authorities are committed to providing best-in-class passenger experiences. ASP employees (both Security and Customer Service) are Airport Ambassadors – we are in the business to serve and protect – it is what we do! Our staff will be dealing with higher volumes of passengers and greater pressure during the holiday season and our goal is to make each passenger’s journey more relaxed and less stressful by going the extra mile, wherever possible.

As Airport Ambassadors, we need to exhibit a positive, feel good energy that is consistent with the mood and theme of the holiday season and to understand and empathize with the stress and anxiety that passengers are experiencing.

We can do this by:

• Greeting everyone with a warm welcome and a smile.
• Maintaining a positive and cheerful attitude.
• Listening and understanding passenger questions/concerns.
• Being empathetic, patient and considerate.
• Directing, assisting and supporting passengers in a professional, friendly and competent manner.
• Not taking passenger frustration personally – look at it as an opportunity to turn their day around.

So, get into the holiday spirit, keep a smile on your face and possess a servant’s heart.

We had our first monthly TEA and TALK and it was a great success!

Every month, we will invite a small group of OSR agents to hear feedback over a cup a tea. Feedback is a critical component to a successful operation and I appreciate all the open dialogue.