Challenge

The client needed to adhere to a remarkably strict set of aviation regulations when operating in the UK – as set by the Transportation Security Administration (TSA) – in addition to other aviation regulators, such as those set by the UK’s Civil Aviation Authority (CAA). Therefore, as the client operates out of Heathrow Airport, it must ensure consistent regulatory compliance.

The TSA requires the client airline security service across all areas when operating outside of the US, more than it would domestically. This includes baggage security, access control, aircraft security, and a variety of other airlines ecurity services.

ABM was tasked with implementing an airline security services operation capable of not only fulfilling the UK’s CAA regulations, but also ensuring compliance withTSA regulations. Failure to comply would result in significant monetary fines.

As an existing client relationship was already in place, ABM was keen to showcase its ability in delivering effective services under a particularly stringent set of regulations, alongside the cabin clean services ABM already provides at Heathrow.

“The client now has access to a fully compliant airline security services operation, which has consistently achieved its target KPIs since mobilisation."

Solution

In collaboration with the airline client, ABM established a full mobilisation plan to guide the implementation of a fully compliant security services operation. Given the extra layer of TSA regulations in addition to the UK’sCAA regulations, this was an essential first step to ensure compliance from the outset.

To oversee, support, and lead the client’s operation, ABM structured two new management teams: the Compliance Team and Duty ManagementTeam. These teams ensured that KPIs were tracked against compliance regulations, in addition to managing daily operational requirements.

Retaining existing security services teams via TUPE (Transfer of Undertakings Protection of Employment) to preserve operational knowledge was the immediate priority. ABM and the client identified a reduced turnover rate (below the industry average of 25%) as a critical long- term goal.

To integrate retained staff, and prepare for newly hired staff, ABM ensured they were set up within the business enterprise systems (such as payroll and workforce management) and equipped with uniforms. Additionally, all operational staff were introduced to their new management teams.

Moreover, ABM implemented a time-and-attendance system to manage shift rosters across the client’s operation. The workforce management tool now provides all staff members with a streamlined tool for them tot rack and manage their shift pattern. Rather than use manual clock-in machines set at specific locations on site, staff members can report their attendance quickly from mobile devices. This has given the client far greater strategic visibility in allocating additional staff to meet future operational demands.

Similarly, the leadership teams were placed alongside frontline staff so that both could speak regularly. Staff now receive regular face-to-face contact with leadership teams, where they can raise workplace issues and offer feedback. As a result, management teams developed increasingly effective workflows.

To further support the client’s security services capabilities, a 10-daytraining course was developed to provide a streamlined onboardingprocess for staff. All operational staff had a clear training path thatfamiliarised them with site requirements and services rendered.

More broadly, both the client and ABM wanted to cultivate an inclusive and positive site culture, so that staff members would know that they were part of a larger team. As a result, management teams continue to build positive working relationships with the on-site staff union.

Given the importance of maintaining a compliant operation in line with aviation regulations, union support was identified as business-critical. Due to the emphasis placed on this relationship, on-site negotiations continue to be productive, and proposals regularly achieve ballot success with staff.

The client now has access to a fully compliant airline security services operation, which has consistently achieved its target KPIs since mobilization.

Furthermore, the client has far greater strategic visibility to assist in future operational projects.

Benefits

• ‍Successful implementation of operational security: The client now has a fully mobilized security operation to fulfill the company’s regulatory requirements, both with the TSA and CAA.‍
• Consistent regulatory compliance: To date, compliance hasn’t been breached on a CAA and TSA requirement level. The client has a much stronger operational base from which to grow and progress as a company.‍
• All staff retained from the previous contract: In addition to staff employed to expand the client’s security operation, the airline retained all existing security staff when ABM discussed TUPE options with them.‍
• Effective operational management: The wider security operation is now supported with a dedicated Compliance Team and Duty Management Team, to ensure regulatory obligations aren’t breached.‍
• Strong on-site culture: The client’s security staff knows that they’re part of a wider team and have a support network to assist them in maintaining a productive site.‍
• Positive client-union relationship: The client’s relationship with staff unions is much stronger. Voting ballots on policy matters are a regular success, thereby preventing strike action due to satisfactory employment conditions.‍
• Systems support for operational staff: Operational staff are supported with ABM’s extensive enterprise systems, giving the client a more efficient payroll and workforce management system.‍
• Integrated logistical support: The client has security operation now has greater logistical support to support security operations.‍
• Rapid deployment of operational staff: The airline security operation has retained reactive capabilities to cover sudden workforce gaps at a moment’s notice in the event of airline disruption.‍
• Rapid deployment of operational equipment: The client’s security staff were properly equipped on day one; all staff, now retained, received new branded uniforms, were supplied with new EVs to support their operation, and were enrolled into a new roster system.‍
• Standardized training program: Security staff now undergo a ten-day course to train them in processes, workflows, systems, and operational requirements, so that all staff are appropriately informed and upskilled. As a result, the airline client’s training course now has the highest CAA accreditation available.‍
• EV infrastructure: The security team now uses EVs to support their security operations and assist in complying with wider ESG regulations, helping the airline client meet its ESG goals.