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.


The security services we deliver include:

  • Manned guarding
  • CCTV monitoring and Access control
  • Mobile patrols
  • Bus driving
  • Pass issue
  • Front 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 team
  • Increasing 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.


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.

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