Security Matters. (TM)
By Rob Desjardins, General Manager
After several months of extensive searching through countless resumes and several interviews, I am happy to announce that the YYC ASP Team is now complete.
In a few weeks, the new members of the Team will be fully trained and ready to participate and add their expertise to the existing group. A stable foundation has been laid out and the Team needs to be proactive and innovative to be successful.
By Angus Wilson, Director of Aviation Services
As an ISO certified company, ASP is consistently looking for new ways to improve process with integrated technologies.
With front-line teams in five major Canadian airports, we are collecting enormous amounts of valuable data. This data can not only be used to drive better business for us, but for our clients as well.
We are currently conducting data mapping processes that will allow is to connect data from all ASP’s lines of business. Early in Q3, we plan to work with select clients to develop customized dash boards that illustrate everything, from our front-line team performance to passenger satisfaction and other customized data sets to help improve the way we all serve our customers and the travelling public. We are also looking at technology that will allow us to improve on the security services that we provide through Bluetooth Beacons and other location tracking systems.
Our computer-based training system (CBT) continues to evolve and offers the best in up-to-date, real-time on the job training (OJT) to our front-line teams. This maximizes the time on the floor for our teams and ensures that all employees have the most up-to-date information and training. As technology advances and the customer facing landscape evolves, ASP will continue to be on the forefront of the technology trends and innovations.
By John Gangasingh, Manager, Operations
I’d like to provide a staffing update for all.
First, although bittersweet, our Shift Lead, Mr. Clay Streitenberger will be leaving us, but we wish him all the best in his future endeavours in his career path. We would also like to welcome aboard our newest member to the YSB team, Mr. Troy Felice!
Our Recruiting Department has been working tirelessly to support the labour demand. Stay tuned for further new team members to come!
Our Health & Safety Committee lead is now Mr. Simon Duchesne. Simon is one of our hard-working and dedicated guards; who I know will bring great feedback from the team to help grow and continue enhancing the health & safety measures at Sudbury Airport. We look forward to what he brings to the table.
As always, Site Supervisor, Michelle Rieux, has led the YSB site with passion and professionalism. I’d like to personally thank Michelle for all her endless efforts in supporting the YSB business!
Keep up the great work, YSB Team!!
By Noman Butt, Client Support Manager
We would like to welcome Rob Desjardins, who joined the ASP security team at Calgary International Airport (YYC) on Feb 4, 2019 as the Operations manager for Calgary.
Rob comes to us with 40-plus years of experience in the Airline and Airport industry. He possesses an extensive knowledge of airport security policies, procedures and processes, which will be a great asset to the ASP team. He has a very great reputation amongst YYC clients and other Airport parties.
We are confident that Rob will provide an expert-level of support to his team members, and we look forward to the wonderful contributions Rob will make to our ASP family.
By Noah Thompson, Senior Manager, Customer Service
ASP takes great pride in our efforts to support client safety initiatives. We recently received the following commendation for one of our CSRs, Fanny Tran, at Toronto’s Billy Bishop Airport.
“I’d like to acknowledge Fanny’s safety observation and addressing the unsafe work practice of a ramp employee in the check-in area last week and yesterday. Fanny’s awareness of safety and addressing this is important and commendable.
Thanks for your help.”
At ASP, we take a safety-first approach to everything we do and will continue to support our client operations with vigilant “see it, report it” focus in our day to day work.
By Noah Thompson, Senior Customer Service Manager
The ASP Customer Service Team is tasked with providing world-class customer service to the travelling public at three major international airports in Canada. That is not where our job stops.
In many types of service disruptions, our team has stepped up and assisted where we were not normally required. On Sunday March 17, 2019, an electrical fire filled Toronto Pearson’s Terminal 1 CNX Level with smoke. Our OSR Agents posted in this area not only stayed back to assist, they maintained the safety and security of the airport by updating the passengers as they received information and helped to lead a calm evacuation in a high-stress situation.
Adding to this, one of our OSR Agents, Svitlana Portnova relied on her training as a nurse to assist a passenger with an asthma attack, due to the poor breathing conditions in the area at that time.
Team work and job dedication were paramount in the successful handling of this emergency. Great Work, Team!!!!!
By Danna Hazanovsky, Service Delivery Manager, OSR
The OSR team at Toronto Pearson does an excellent job each day ensuring that our passengers are treated with exceptional customer service and leave our airport with a great impression.
We have many examples of our team working together and executing flawlessly to deliver an exceptional passenger experience.
Here is a small showcase of some of the written commendations we have received over the last few months:
“We encountered a medical today at the T1 SPIL area during the afternoon peaks. A 14-year-old boy was in serious distress. Two individuals from the OSR team: Carl Lynn Salcedo and Rakesh Bhardwaj responded well to my “demanding” voice, given the situation. They were able to quickly respond, by creating a barrier with stanchions for the family while maintaining movement of the heavy passenger flow trying to stop and view the situation. Carl Lynn was able to locate a doctor in the SPIL queueing at my request in record time… it may have made the difference for this youngster!!” – GTAA Terminal Services Representative
“The operation was flawlessly executed today. Despite heavy Transborder and local connections, OSR Manager Zapata, Jason and OSR Supervisor Matharu, Jasmeet did a fantastic job in ITPC and CBP.”- GTAA Terminal Services Representative
“Ms. Shanna saved my day! Every year I travel to the United Arab Emirates to visit my father in Dubai. I have never missed a holiday with my father. However, this year I almost lost this traditional meeting due to an employee error/oversight made by an airline employee.
Upon my arrival at Toronto International Airport, I proceeded to my next gate, but was quickly advised that I could not go to Dubai because I did not have a Visa. The airline employee insisted that I would have to apply for a Visa in order to proceed with my trip to Dubai. I insisted that this information was not accurate.
The Agent glared at me and told me I don’t specialize in Visa services, and that I should never assume anything. The agent then handed me a piece of paper with the website information and told me to go over there and apply for a Visa online.
I was in shock. I was speechless and in tears. I was asking myself, HOW could I have allowed this to happen? How could I have not known that I needed a Visa for the UAE this year?
In tears, I went to the corner by the kiosks and proceeded to find the website on my cell phone that the airline just gave me.
That’s when two customer service agents through A.S.P. Inc. Security (Ms. Shanna and another young lady) noticed me and immediately came to my rescue.
Ms. Shanna consoled me and assured me that everything would be alright. Ms. Shanna then walked me over to the other side to speak with a different agent through the airline. The other agent apologized for her colleague’s mistake and confirmed that a 30-day Visa is granted upon arrival. The airline agent then proceeded to print my boarding pass and apologized once again for her colleague’s oversight.
Ms. Shanna went above and beyond the call of duty today. If it wasn’t for Ms. Shanna, I would have missed my flight to Dubai to see my Dad.
Most of the time, companies will promise excellent customer service, but often fail to deliver what they promise to the customer, but A.S.P. Inc. fulfilled their promise by providing a positively unforgettable resolution to my dilemma.
Thank you SO much. The initiative Ms. Shanna took today on my behalf was phenomenal. Thank You, A.S.P. Inc.”
– Passenger Remarks
Often small gestures of great service go unnoticed, but it is important to celebrate when the client or passengers go the extra mile and write in to our management to recognize members of our team. We are looking forward to additional excellent interactions and feedback from our passengers and the GTAA!
ICTS continues to strengthen its position as leaders of the Italian aviation security sector, with two new important contracts that started in October 2018.
At the beginning of October ,2018, our ICTS Italy team commenced the Check Point security services at Pisa International Airport, following the award of the contract by the Airport Authority of Toscana. ICTS has been providing security services to Pisa Airport for several years.
“The expansion of the cooperation is testimony to the high quality and professionalism of our team at Pisa”, said Monica Salomoni, Aviation Manager, ICTS Italy. “We are delighted that the Airport recognised our commitment and capabilities”.
Later in the month, aviation security services started with Kuwait Airways at Milan’s Malpensa Airport. The ICTS Europe Group already secures Kuwait Airways at Paris Charles De Gaulle, Frankfurt and Munich airports.
“We welcome Kuwait Airways to our client base and are proud to have been chosen to secure their flights to Kuwait City”, commented Monica Salomoni. “ICTS looks forward to a long business partnership with the Airline”.
Established in 1987, ICTS Italy operates from its principal office in Rome, with additional operational centres at the main airports of Rome, Milan, Venice and Pisa. ICTS Italy specialises in the provision of security services to airports, airlines, corporate, private and public – sector clients. We are able to offer a national cover and a comprehensive range of security services.
Contact us:
ICTS Italia S.r.l. Piazza dellaLiberta 10 00192 Rome, Italy
Tel: +39 06 65011053 Email: ayelet_it@icts.co.uk www.ictsgeneralsecurity.it
Debbie Ciccotelli, Director, Strategic Innovation
We are both delighted and proud to announce that ASP was awarded the contract for the provision of Security & Customer Services at the Greater Sudbury Airport (YSB).
We commenced our service contract at the Greater Sudbury Airport (YSB) at 12 noon on November 1, 2018.
The Greater Sudbury Airport is one ofNorthern Ontario’s busiest and is currently served by four scheduled air carriers, AirCanada, Porter Airlines, WestJet and Bearskin Airlines, and also receives seasonal service to holiday sunshine destinations by Sunwing Airlines. In addition, YSB provides services to various commercial and general aviation operations.
Our Sudbury team is responsible for all aspects of security and customer service within the Terminal, Airside and Grounds ideas well for the operation of the Pass Office and AVOP testing programs. Our commitment to the Airport Authority is to provide high quality and reliable security and customer service to the client and the passengers in which they service. We commenced this contract with a combination of transitioning incumbent employees and new hires. We are extremely proud of the professionalism, commitment and dedication demonstrated by this new team.
I would like to congratulate and thank the YSB Mobilization Team who worked very hard to transition this service within record time.
The success of our November 1st start-up could not have occurred without the dedication and support of the mobilization team consisting of John Gangasingh (Operations Manager), Sean Gallagher (Recruitment), David Ramlagan (Training) and the two YSB SiteSupervisors, Michelle Rieux and Tyler Hildebrandt.
Please join me in welcoming our new YSB employees into the ASP family.
By Debbie Ciccotelli, Director, Strategic Innovation
In preparing for the start-up of new security operation at Calgary International Airport, a mobilization team was established under the leadership of James Catney.
Although the mobilization team involved many players from Finance to HR to Resource Planning, I would like to focus on a few key players who were actively involved in executing the plan from a recruitment, training and operational preparedness perspective, namely Sean Gallagher, David Ramlagan, and Noman Butt.
These three individuals temporarily put their life on hold and invested the time and effort to ensure a successful contract transition under challenging timelines. Over the past two to three months, the mobilization team and in particular, these three individuals have worked around the clock. It was impressive to watch them work together and support each other to meet the challenging goals and timelines of this contract transition.
They took the meaning of commitment, teamwork and team spirit to a whole new level.
Sean Gallagher was responsible for recruitment of the new YYC team. He screened and interviewed hundreds of applicants, from incumbent employees to new hires in record time. Recruitment efforts were further complicated by mandatory pre-deployment requirements consisting of Transportation Clearance/RAIC, Security Guard Licence, AVOP licence, etc. Sean also actively supported and participated in Resource Planning/Scheduling and Onboarding activities.
David Ramlagan was responsible for development and delivery of all Orientation, Training and Onboarding sessions. This was a particularly complex process, as it involved gathering all source documents, familiarizing himself with the site, duties and systems for various functions ranging from Access Control, Terminal and Airside and Dispatch and then developing and delivering training sessions. Patrol, SOC.
Noman Butt assumed the role of Interim Operations Manager, and, as such, was responsible for confirmation of posts/positions with the Airport Authority, gathering and updating Post Orders and SOPs, preparation of various reports, plus numerous logistical aspects from office space fit-up to Pass Control and Parking arrangements, uniform distribution, etc., as well as assistance with onboarding activities.
Mobilization is the critical period which is fundamental to successful implementation and sets the tone for effective, long standing relationship across the airport. A successful mobilization is one of the most exciting times in the life of a contract. It is the time when we meet our new client team, establish relationships, introduce our style and most importantly, welcome new people to our team. The best laid plan can only be achieved if the right people are in place to execute.
Kudos to everyone involved for their remarkable efforts and the successful launch of our Calgary International Airport operation; we have proven to our client that ASP has the professional capacity, expertise and commitment to transition a large and complex operation in record time and to demonstrate that we are a premium security service provider that will meet and exceed their requirements.
Debbie Ciccotelli,
Director, Strategic Innovation