Case study 2 February 2020 Civil Aviation Authority – delivering compliance and transparency The challenge Our relationship with the Civil Aviation Authority (CAA), the UK’s specialist aviation regulator, started in 2014. The CAA required highly skilled security personnel, access control services, on-site CCTV monitoring, mobile security, as well as high-end reception services. Following a competitive tender process, Mitie secured the contract. Solution The security services we deliver include: Manned guardingCCTV monitoring and Access controlMobile patrolsBus drivingPass issueFront of house reception In order to correctly align the service to the risks facing the CAA, our team of Risk Experts produced a detailed risk assessment report. The report’s findings were used to drive service and procedural design, including: Introduction of toolbox talks for the security teamIncreasing the amount local trained resource available to provide cover for short notice client requirements and any absence To provide leadership and direction for the contract, we deployed a proactive management team that included a Regional Manager. The team provides contract governance aligned to a bespoke Service Level Agreement – the SLA includes Key Performance Indicators that are analysed during a monthly business review meeting. Very high levels of compliance and transparency are required by the CAA. As such, ad-hoc and scheduled auditing of all elements of the service takes place. Outcome Our approach has delivered significantly reduced staff turnover. This is due to regular management engagement with the team, alongside performance measurement and regular pay reviews In addition, there has been a measurable reduction in incidents. This has been delivered through the implementation of formal monthly reviews and action & improvement plans that address risks, training needs and operational procedures, As a result of our work to continually improve the service, the contract has been extended. Read next Case study 2 February 2020 Eurostar – protecting ‘Europe’s most loved travel experience’ With over 10 million customers passing through Eurostar terminals every year, security is a top priority, and the organisation rightly demands the same diligence found at a busy international airport. Read More Whitepaper 2 February 2020 Know your enemy A brief guide to Counter Terrorism and Implementing Unpredictability. Read More Case study 2 February 2020 Birmingham Airport – an integrated security solution Birmingham Airport was seeking an integrated security solution that both ensured the safety of customers/staff and supported the smooth running of the airport. Read More See Resource Archive
Case study 2 February 2020 Eurostar – protecting ‘Europe’s most loved travel experience’ With over 10 million customers passing through Eurostar terminals every year, security is a top priority, and the organisation rightly demands the same diligence found at a busy international airport. Read More
Whitepaper 2 February 2020 Know your enemy A brief guide to Counter Terrorism and Implementing Unpredictability. Read More
Case study 2 February 2020 Birmingham Airport – an integrated security solution Birmingham Airport was seeking an integrated security solution that both ensured the safety of customers/staff and supported the smooth running of the airport. Read More
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