Charles Martin, GOLD COAST AIRPORT - Customer service vs security compliance
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Transcript of Charles Martin, GOLD COAST AIRPORT - Customer service vs security compliance
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Charles Mar*n General Manager Avia*on Gold Coast Airport
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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
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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
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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
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Old school queues – An inglorious past
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How do we change the relationship with a security contractor from supplier to partner?
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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
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Partner Must Have a Safety Culture
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Safety Tools – How ISS Manages Your Risk…
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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
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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!
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How do we better engage with our customers while ensuring we manage our regulatory compliance?
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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
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KEEPING THE TRAINING SIMPLE
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" 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
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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
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How do we measure successful outcomes?
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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
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Partnership On Display
The look is fresh and clean
The attitude is friendly and welcoming
The customer is happy and safe
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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)
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Thank you