Charles  Mar*n  General  Manager  Avia*on    Gold  Coast  Airport  

Gold Coast Airport Facts

•  Over 5.9 million passengers travelled to and from Gold Coast Airport in FY2013 •  Gold Coast Airport is the 6th busiest Australian airport overall •  The 5th busiest international airport •  Gold Coast-Sydney is the 4th busiest route in the country •  Gold Coast-Melbourne is the 7th busiest route

Gold Coast Airport Fully functioning LCC hub across Australia, New Zealand and Asia/Japan

2000 Currently  in  2014:  

Sydney  –25  flights  a  day  Melbourne  –  17    flights  a  day    

Flights  to  New  Zealand,  Japan,  Singapore  and  Malaysia  

2014

 Two  Terminals    –    Two  Cultures  GCAL  Common  User  

"   Focused  on  the  Gold  Coast  

"   Customer  Service  Ethos  "   Fresh  approach  "   Different  structure  to  Qantas    "   Inefficiencies  through  two  

terminals      

Qantas  Terminal    

•  Long  term  employees    

•  Focused  only  on  security  •  Qantas  centric  focus    •  Not  aligned  with  Gold  Coast  

objecOves    

•  Security  operaOons  inconsistent  with  GCAL  Common  User    

NOW!  One  Terminal  Operated  by  GCAL  •  Reduce  Cost  •  Reduce  risk  through  improved  on  site  structure  including  stand  alone  supervisor  and  trainers  •  Customer  Service  Focus    •  Gold  Coast  Focus    

Old  school  queues    –  An  inglorious  past      

How do we change the relationship with a security contractor from supplier to partner?

Pride  and  Purpose    

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Partner  Must  Understand  The  Customer  Journey      

Customer                          Boarding  

Car  Park                                              Flight  Security Screening

Prohibited Items Weapons

Dangerous Goods Explosive Trace

Detection

Safe and Happy Customers

Partner  Must  Have  a  Safety  Culture    

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Safety  Tools  –  How  ISS  Manages  Your  Risk…    

Partner  Must  Have  Security  Best  PracOse      

ACI   ACI  Asia-­‐Pacific  World  Business  Partner  Program  –  Member  

AAA   Australian  Airports  AssociaOon    

CSIA  &  ICSS  

ISS  AviaOon  &  Transport  Division  has  recently  become  a  CerOfied  Customer  Service  OrganisaOon,  accredited  by  the  Customer  Service  InsOtute  of  Australia  (CSIA)  against  the  InternaOonal  Customer  Service  Standard  (ICSS)  AS  ISO  10002-­‐2006)  

ASIAL   Australian  Security  Industry  AssociaOon    

IATA   Annual  aaendance  at  the  InternaOonal  Air  Transport  AssociaOon  AviaOon  Security  World  

APO  Career  Path  Working  Group  

ISS  aaend  and  acOvely  parOcipate      

Avia*on  Security  Training  Advisory  Group  ASTAG  

ISS  aaend  and  acOvely  parOcipate      

Security  Technology  Working  Group  

ISS  aaend  and  acOvely  parOcipate      

Regional  Industry  Consulta*ve  Group  RICM  

ISS  aaend  and  acOvely  parOcipate      

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ISS  AUends,  and  is  a  Member  of  a  Number  of  Key  Industry  Bodies  and  Forums  

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RelaOonship  Matrix  Quarterly Meeting

Monthly Meeting

Weekly Meeting

Participation in Gold Coast Airport Advisory meetings:

•  ASCG – Airport Security Consultative Group

•  AEC – Airport Emergency Committee, and Emergency Planning committees

•  ASC - Aerodrome Safety Committee

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•  ISS  commitment  to  Customer  Service  is  evidenced  by  the  CSIA  accreditaOon  and  recent  success  at  CSIA’s  12th  Australian  Service  Excellence  Awards:  –  Na*onal  Winner  

Customer  Service  ExecuOve  of  the  Year  

–  Na*onal  Winner  Customer  Service  Advocate  of  the  Year  

–  Na*onal  Winner  Training  Excellence  

–  Finalist  Large  Business  

Partner  Must  ConOnually  Improve    

The only Aviation Screening Services

Provider Accredited to this standard!

How do we better engage with our customers while ensuring we manage our regulatory compliance?

Gold  Coast  Airport  Security  Service  Outcomes  

"   Compliance  and  operaOonal  excellence  "   Engaged,  effecOve  team  

"   Experienced,  dedicated  management  team  

"   Stable  industrial  environment  

"   Customer  experience  emphasis  

"   Industry  connecOon  and  insight  

"   InnovaOon  and  conOnuous  improvement  

"   Cost  efficiency  

"   Commitment  to  performance,  with  self-­‐imposed  KPIs  

Key  Components    

KEEPING  THE  TRAINING  SIMPLE      

"   I  am  the  face  of  Gold  Coast  Airport    

"   I  always  grow  a  grin  

"    I  understand  my  “guests”  needs  

"   I  wow  my  guests  

ISS  HERO  SERVICE  STANDARDS  

Partnership  approach  to  Customer  service  training  

T - together E - everybody A - achieves M – more

Include airport in staff training, staff selection and recruitment program

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Total number of employees: 83

Engagement Score Benchmark Level 1

Combining Capability and Motivation gives us our Engagement Score

Total number of employees: 1,546

White  Collar   N/A  

First  Line  Employees   4.3  

Benchmark Level 2 Total number of employees: 5,597

White  Collar   N/A  

First  Line  Employees   4.3  

White  Collar   N/A  

First  Line  Employees   4.1  

4.1

1  4.3 1  4.3

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Employee  Engagement    

How do we measure successful outcomes?

Measuring  Success    •  ASQ •  Financial outcomes •  Meeting OTS testing requirements •  Customer feedback •  Systems testing - airport - ISS self testing •  Annual audit

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Reporting:

•  Monthly Security Services Report - Monthly executive summary - Internal and external compliance and training results and initiatives

•  Weekly System test Reports

•  Monthly Training schedule report

Partnership  On  Display  

The look is fresh and clean

The attitude is friendly and welcoming

The customer is happy and safe

Service culture awarded

Major Airport of the Year 2010

•  Best Regional Airport Australia/Pacific 2011

•  GCAL awarded Staff Excellence Award Australia/Pacific award at the Skytrax World Airport Awards in Copenhagen, Denmark (March 2011)

Thank you