volume 40 march 2017 - icts · 2017. 9. 20. · its uk ltd south lock, first floor tavistock house...

ICTS UK LTD South Block, First Floor Tavistock House Tavistock Square London, WC1H 9LG www.icts.co.uk Tel: 0207 874 7576 Fax: 0207 874 7599

Editor: Roberta Puccinelli Sher

VOLUME 40 March 2017

ICTS MANAGEMENT CONFERENCE 2 PROJECT GRIFFIN 2 2016 STAFF SURVEY RESULTS 3 MANAGERIAL MOVES 4 WELCOMING NEW STAFF 4 BRIDGECON 2017 CONFERENCE 5 MEET THE BUSINESS CONTROLLER 6 TECHNOLOGY 6 EMPLOYEE HOTLINE PROCEDURES 7 TRAINING AND QUALITY 8 EMPLOYEE SERVICE AWARDS 9 BUSINESS NEWS 11 EMPLOYEE OF THE MONTH AWARDS 12 CORPORATE SOCIAL RESPONSIBILITY 16 AVIATION 17 CORPORATE & PUBLIC SECTOR SERVICES 18 CANINE SECURITY SERVICES 19 WORDS OF RECOGNITION 20 A DAY IN THE LIFE OF… 22 STAFF BENEFITS 23 NOTICES 24

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Photo: 2017 Annual Management Conference.

2017 ICTS MANAGEMENT CONFERENCE The 2017 Management Conference took place between 7 and 9 February. It was held in Marlow, Buckinghamshire, and was attended by more than 50 ICTS Managers from all divisions and regions in the UK and Ireland.

The conference focused on a review of 2016 and our direction and strategy for the year ahead. New technologies and platforms being launched during 2017 by ICTS to further enhance our management and operational capabilities, were discussed and demonstrated.

Above photo (L-R): Robbie Peters, Jatinder Chehal, Antonio Medina, Renata Mialik, Itai Sher, Sarina Reuben, Gagan Jay.

PROJECT GRIFFIN ICTS has been accredited by the National Counter Terrorism Security Office (NaCTSO) to deliver Project Griffin training to its own staff and Clients. Project Griffin’s ‘Industry Self-Delivery’ scheme was launched in the Spring of 2016 by the NaCTSO as a terrorism awareness initiative for businesses. The aim of Project Griffin is to:

• help understand the threat from terrorism to the UK; • guide individuals on what to do if they find themselves involved in a

terrorist incident or event that leads up to a planned attack; • enable people to recognise and report suspicious activity.

The following ICTS staff members attended the Project Griffin familiarisation workshop in February 2017: Frank McGrath, John Quigg, Robbie Peters, Jatinder Chehal, Antonio Medina, Renata Mialik, Itai Sher, Sarina Reuben, Gagan Jay.

Photo: Tavistock House - London, ICTS HQ

2016 ANNUAL STAFF SURVEY RESULTS November 2013 saw ICTS conduct its first ever Company-wide annual staff survey, designed to provide the senior management team with a greater understanding of the opinions of our staff across the board on a range of issues. Since that time, we have worked hard to try to improve our scores in all areas and mainly in the areas of Team Spirit, Communication and Reward Package Perception. In November 2016, we launched our fourth survey. We are delighted to report that the continued efforts of the local managers and the employees involved in the local initiatives have ensured that these scores have improved or remained constant and that overall, the positivity within the Company remains high. As highlighted below however, the response to this year’s survey was disappointingly low and we will engage with you in the coming weeks and months to find out the reasons for this and to hopefully bring the response rate back up when we run the 2017 survey later this year.

2016 SURVEY KEY POINTS: 1) 1,254 people responded to the survey, which provided the Company with a response rate of 38%, a significant decrease from, last year’s 67%. This is of course disappointing, as the survey is your opportunity to tell us what you think about the Company and we have made significant improvements in areas such as team spirit and communication over the past 3 years which were made possible because you used the survey to bring them to our attention. 2) Our overall positivity score decreased by 2% to 82% but is still significantly higher than when the survey began in 2013 (67%). 4) Even taking the low response rate into account, we were pleased to see that overall, people’s view of the Company is largely positive. 94% of you still said you were willing to make an effort to contribute to the success of the Company, 91% of you experience positive working relationships with your colleagues, 92% of you care about the future of ICTS and 90% of you believe that your line manager properly explains roles and responsibilities to you and your team - all in line with last year’s results. 5) You also used the survey to tell us about areas where you feel that we need to improve. The results showed us that the top three areas which the Company needs to concentrate on throughout 2017 are: “The Company invests in building team spirit in the place I work”, “In comparison to people doing similar jobs to me, I feel the reward package is fair” and “I feel that the Company communicates well with its staff”. These are the same 3 items that have been our lowest scores since the survey began and 2 have fallen since the last survey, however it is very important to look at overall improvement in these scores over that time (see Table below).

2013 2014 2015 2016 % Increase

Team Spirit 39% 64% 72% 70% 79%

Communication 46% 67% 73% 73% 58%

Reward Package 42% 55% 66% 60% 42%

However, we do recognise that there is still more to do for us to drive improve-ments in these areas and we will continue our efforts to do so throughout 2017.


MANAGERIAL MOVES Many congratulations to the following staff members on their new positions:

MARK HOMEWOOD has been appointed Executive Director, Finance and Data. Mark is based at ICTS’ HQ in London.

JON CERMAK has been appointed Senior Contracts Manager for Corporate and Public Sector Services.

PAUL PHILLIPS has been appointed Contract Manager at Epsom & St. Helier University Hospitals, NHS Trust.

WELCOMING NEW STAFF

CLIENT RELATIONS DEPARTMENT WELCOMES GRADUATE TRAINEE MANAGER, ALEX STOVOLD ALEX STOVOLD says, "I grew up on a working farm in the Surrey hills. This January I decided to embraced the city so I moved to Camden in London, to start my ICTS career. I graduated last year, reading ‘Airline and Airport Management’ and since then have been working as an Assistant Event Producer.

I am driven, focused and enjoy working with an enthusiastic team. My hobbies are cycling and rowing, but I also love discovering new bars and restaurants around London."

Photo: Alex Stovold (Trainee Manager—Client Relations Department, ICTS UK & Ireland).

Photo: Paul Phillips (Contract Manager at Epsom & St. Helier University Hospitals, NHS Trust).

Photo: Mark Homewood (Executive Director, Finance and Data).

Photo: Jon Cermak (Senior Contracts Manager for Corporate and Public Sector Services).

Photo: BridgeCon 2017 Conference in London.

EMPLOYEE ENGAGEMENT AND CULTURE: ICTS ATTENDS THE BRIDGECON 2017 CONFERENCE Many companies find it difficult to align strong leadership with effective staff engagement; both terms tend to have a complex, sometimes conflicting relationship. For an employee to engage freely, he or she must be “happy” and in the right state of mind. Creating an environment which nurtures staff engagement starts at the top – Company Leaders tasked with the crucial role of transmitting company vision and purpose.

A report recently issued by the Institute of Customer Service (ICS) shows how investment in employee engagement is also an investment in customer service. In its pursuit of a better customer service, ICTS UK & Ireland attend-ed the BridgeCon 2017 Conference on Employee Engagement and Culture on 31 January 2017, and received valuable insights from high-profile speak-ers coming from diverse business sectors and industries.

Lucy Gibb, HR Advisor at ICTS UK& Ireland, said, “The conference provided us with an interesting insight into how other companies approach and en-courage employee engagement and culture within the workplace. Whilst the speakers came from a wide variety of industries, the message was still the same – Employees want to be part of something more. Regardless of our role and where we stand within the company hierarchy, we all have a part to play to ensure an engaged and productive workforce. A key message that I picked up was ‘communication, communication, communication’.

With such a wide spread of employees and sites across ICTS; this is an ongo-ing challenge for us. There are avenues of communication we use such as Yammer, which is accessible to everyone in the Company. But to make it work as a platform for meaningful communication and a useful business tool, we all need to actively play our part. Yammer is not a social network application to ‘tell people what you had for dinner’, but to share best prac-tice, share ideas and share experience. ICTS has almost 4,000 employees; between us there is a vast amount of knowledge (from all types of work backgrounds) which could help propel ICTS onwards and upwards!

As quoted by the conference organisers, “Everything starts with an idea”. I have no doubt that out there in the ICTS ether, there are loads of great ide-as. So, let’s focus more on talking and sharing!”

Photo (L-R): Olivia Pambou (Bid Writer, ICTS UK & Ireland) and Lucy Gibb (HR Advisor, ICTS UK & Ireland).

Photo: Olivia Pambou (Bid Writer, ICTS UK & Ireland).

MEET THE BUSINESS CONTROLLER DINESH SHAH When did you join ICTS? March 2001.

What was your first job (at ICTS)? I joined ICTS in March 2001 as Financial Controller and became Business Controller in October 2015.

What do you enjoy most of your job? Working in Finance and the challenges it brings every day. Keeps the blood flowing!!!

What is your favourite colour? Blue and maroon.

What is your favourite food? Vegetarian and well balanced in taste.

Place you would like to visit? China and Russia.

What has been your best holiday? Switzerland.

What is your favourite pastime? Relaxing, reading books etc.

What do you wish ICTS UK for the future? Continue to grow and stay as one family atmosphere.

Photo: Dinesh Shah (Business Controller, ICTS UK & Ireland).


TECHNOLOGY: ICTS UK JOINS PARTNERS FROM ACADEMIA, RE-SEARCH AND INDUSTRY ACROSS EUROPE TO DEVEL-OP AN INNOVATIVE SECURITY SCANNER The EU FP7 Security project TeraSCREEN is developing an innovative security scanner using multi-frequency multi-mode Terahertz (THz) detection with new automatic detection and classification functionali-ties. The system will be demonstrated at a live security control point at Bristol Airport. This new technology will provide safe automatic detection and classification of objects concealed under clothing, whilst respecting privacy and increasing current throughput rates.

Working on this project is a consortium of 11 partners from academ-ia, research and industry across Europe. ICTS UK, as a potential end-user for this research project, holds several key roles: overseeing and actively participating in the specification phase for the system and the system tests; defining, managing and reporting on said system tests (including the pilot test at Bristol Airport); leading the project dissem-ination and communication efforts and coordinating the overall pro-ject.

The TeraSCREEN project has received research funding from the European Union Seventh Framework Programme (FP7/2007-2013).

This innovative screening

system is designed to

combine multi-frequency

images taken by passive

and active imagers, which

will scan the subjects and

obtain complementary

information, thus allowing

for automatic threat

recognition.


EMPLOYEE HOTLINE PROCEDURES Please be reminded that the ICTS Employee Hotline provides employees with the ability to raise matters of concern directly with the ICTS Business Assurance Department. Recently the majority of communications received via the Hotline should have been addressed elsewhere. The following flow chart should help staff decide where to send their messages/queries:

The ICTS Employee

Hotline Policy is available

to all staff locally and it is

also saved electronically in

the ‘Network Resources’

section of Yammer.

TRAINING AND QUALITY AVIATION SUPERVISOR COURSE Congratulations to Alex Timperley, Matthew Taylor (both from Manchester Airport), Jamie Shade (from Edinburgh Airport) and Liz Hoare (from Dublin Airport) who successfully completed the Aviation Supervisor courses. The courses, which saw colleagues from around Europe attend, took place in Lisbon, Portugal and was taught by Ilan Weinmann, Director, Product Quality Control and Training, ICTS Europe, and Enno Geissler, Quality and Training Manager, ICTS Europe.

CHARTERED MANAGEMENT INSTITUTE (CMI)

Congratulations to all those staff members who have passed their CMI Level 3 and Level 5 courses. An award ceremony took place on Monday 6 March 2017 in London. Further details in the next edition of the Newsletter. SKILLSOFT New online courses are due to be issued to all ICTS staff members in the coming months. Please keep an eye out on Yammer for further details. The Skillsoft courses are tailored to each staff member and their specific type of work. They are an opportunity to improve one’s skill-set and can support career progression.

FIRST AID AT WORK Congratulations to the Amazon Team from Region 6 who completed their 3-day ‘First Aid at Work’ course in January 2017: Liam Burt, Charles Aggrey-Fynn, Mohamed Ibrahim, Jekaterina Pokrovska, Emmanuel Okafor, Benja-min Mansbridge, Lara Williams, Victoria Winn, Haider Ali, Abdullah AL Noman.

NEW GRADUATE TRAINING PROGRAMME LAUNCHED IN 2017 ICTS has introduced a new Graduate Training Programme. Details to follow.

Photo: Aviation Supervisor course, 10-14 January 2017—Lisbon. 6th from the left – Alex Timperley (Manchester Airport), 8th from the left - Jamie Shade (Edinburgh Airport), 9th from the left - Matthew Taylor (Manchester Airport).

More Training and Quality

news and photographs

posted on ICTS Yammer

network.

“A big congratulations from all the Dublin man-agement team to Liz Hoare on her successful completion of the ICTS Supervisors course in Lis-bon. We are lucky to have Liz with us for several years now. She is ex-tremely well respected by her fellow employees and her hard work is recog-nised and appreciated by the Operation Managers. It is a pleasure to have Liz as part of our team and we hope that she stays with us for many more years” - ICTS Management at Dublin Airport.

EMPLOYEE SERVICE AWARDS Thank you to the following members of staff for their commitment and loyalty to the organisation:

20 YEARS’ SERVICE Philipa Finegan (London Gatwick Airport) “I started in the Gatwick office in December 1997 as a Payroll Administrator and worked with the team there until we were seconded to Dublin Ireland, to open the stations at Dublin and Shannon, when ICTS were awarded the Continental contract in May 1998. I was based in the Dublin office where I was the main administrator, respon-sible for all the Payroll & Administrative issues for the Irish stations. We returned to the UK in August 2000 and I worked for the Gatwick office as an Vetting Administrator. Over the last few years I have worked part time as required basis for the Gatwick office carrying out background checks on staff at Gatwick, Belfast International Airport, Bristol Airport, ABP and now the Amazon contract. During this time I have worked with a lot of colleagues all over the ICTS UK & Ireland network and experienced a lot of growth in the company. I enjoy my work and the past 20 years have flown by”. Janette Geer (London Gatwick Airport) “I first worked for ICTS in 1990-1996 where I was introduced to Passenger Profiling on USAIR, progressing to Team Leader. In 1997 I returned, working on Northwest Airlines and also travelling to other countries to perform pro-filing duties and taking part in courses in Europe and the US. At London Gat-wick Airport I have worked for a number of carriers over the years. I now work for the operations at London Gatwick Airport and Payroll for Amazon”.

Photo (L-R): Janette Geer (ICTS Senior Supervisor at London Gatwick Airport) with Neil Hodgson (Regional Manager, South & South East, London Gatwick Airport) Janette - marking 20 years with ICTS.

Photo (L-R): Peter Williamson (Regional Manager, Scotland) and Frank McGrath (Training Managing). Peter and Frank —marking 15 years with ICTS.

15 YEARS’ SERVICE Peter Williamson (HQ/Scotland), from Glasgow Airport: Frank McGrath, Martin Johnston, Lynn Alexander, Edwina Johnson, Frank Russell, Steven Murdoch, Arlene Howie, Jacob Cameron, Iain Yule, Roberta Donnelly.

Frank McGrath writes, “One of the most disastrous bombings of an airliner was the 21 December 1988 destruction of Pan Am flight 103, a Boeing 747, over Lockerbie, Scotland caused by an explosive device placed in a hold bag-gage item in the airplane’s forward hold. Consequently at the time the In-ternational Civil Aviation Organisation (ICAO) proposed a new aviation secu-rity plan to include a method of effectively screening checked baggage. The time and place for this development and trial of HBS was 1992 at Glasgow International Airport (at the time part of the BAA Group). Some of the staff members pictured (Edwina Johnston, Lynn Alexander, Jackie Cameron, Roberta Donnelly and Peter Williamson) on the occasion of their fifteenth year’s service with ICTS, were operatives during the original development stage ‘the first hold baggage screeners in the world’, later to become part of the ICTS family in December 2001. Speaking on behalf of the team Peter Williamson recalls one of many lighter moments in the early days such as “the proximity to sit in the outdoor sun-shine whilst waiting for a bag delivery through the out-of-gauge”. The oppo-site extreme however was to work through events such as 9/11 and the ve-hicle attack at Glasgow Airport in 2007”. Peter Williamson (ICTS Regional Manager, Scotland) said, “Congratulations to everyone on the occasion of their 15 years’ service with ICTS. Without the talents and dedication of my team: Frank McGrath (Training Manager), Jackie Cameron and Roberta Donnelly (Senior Supervisors), Iain Yule and Steven Murdoch (Supervisors), Arlene Howie, Martin Johnston, Edwina Johnston, Lynn Alexander, Frank Russell (all X-Ray Operators), I could not have completed my own 15 years’ service. My personal thank you to all…” Luke Coote (Shannon Airport) Luke started off as a Security Agent and got promoted to Hold Baggage Screening (HBS) Supervisor after a short period of time. Luke then pro-gressed to the aviation side of the operations, while still being involved in the running of HBS. 10 YEARS’ SERVICE Frewoine Tekeste (London Heathrow Airport), Jaimin Joshi (London Heathrow Airport), Harmeet Daffu (London Heathrow Airport), Gopalakrish-nan Thambiah (London Heathrow Airport), Ramesh Patel (London Heathrow Airport), Suppiah Gobinathan (London Heathrow Airport), Innalisa Black (London Heathrow Airport), Sudershan Kanda (London Heathrow Airport), Harjit Tatter (Birmingham Airport), Ramona Maciejowska (London Heathrow Airport), Dinesh Kumar Suthar (London Heathrow Airport), Vladislavs Ri-bockins (London Heathrow Airport), Peter Sinclair (Manchester Airport), David Etherington (Belfast International Airport), Barry Weir (Belfast Inter-national Airport), Francisco Fernandes (London Heathrow Airport), Kanubhai Chavda (Birmingham Airport), Luke Farebrother (London Heathrow Airport), Uma Pratheep (London Heathrow Airport), John Wawer (Belfast International Airport), Benji Seymour (Dublin Airport).

Photo (L-R): Luke Coote (Supervisor) and Niall Quinn (Acting Station Manager). Luke - marking 15 years with ICTS.

Photo: Roberta Donnelly (Senior Supervisor) - marking 15 years with ICTS.

Photo: Frank Russell (X-ray Operator) - marking 15 years with ICTS.

Photo (L-R): Edwina Johnston (X-ray Operator), Lynn Alexander (X-ray Operator), Jackie Cameron (Senior Supervisor), Arlene Howie X-ray Operator) - marking 15 years with ICTS.

Photo (L-R): Peter Williamson (Regional Manager, Scotland) and Ashley Bancroft (Managing Director, ICTS UK & Ireland). Peter—marking 15 years with ICTS.

V O L U ME 40

BUSINESS NEWS ICTS IS AWARDED THE SECURITY SERVICES CONTRACT AT EUROTUNNEL ICTS has been awarded the contract for the provision of manned guarding services for Eurotunnel. The contract is due to commence on 1 April 2017.

LARGE BANKING GROUP SELECTS ICTS’ CANINE SECURITY SERVICES FOR THE SCREENING OF THEIR OFFICES IN LONDON A well-known financial institution has contracted ICTS’ explosive search dog teams for the security screening of their offices in central London. “We are delighted with this expansion into the financial and corporate sector. We currently provide this Client with out-of-hours searches and supply a response team to any bomb threats or increases in the threat level, thus allowing for business continuity and adding resilience. For confidentiality reasons, we are unable to disclose the name of our new Client; this is the case for many of our Clients who have recently increased their security measures, but do not wish to publish details” said Jed Marshall, Head of Canine Security Services, ICTS UK & Ireland.

Photo: ICTS Canine Search Dog.

EMPLOYEE OF THE MONTH AWARD NOVEMBER 2016: DAVID HUTCHINGS Congratulations to David Hutchings, ICTS Site Manager at Travelport, for being selected Employee of the Month of November. David was nominated by Paulo Velez, ICTS Services Delivery Manager, for his outstanding performance. This is what the Client, Tony Routledge, Consultant at Travelport International, wrote in an email to Paulo Velez: “The past months have seen him grow into the role and become accustomed to his managerial position. Of particular note, are tasks he has undertaken that have gone beyond his normal duties. He now has access to the Atec Portal and must now prepare a rolling summary of CCTV and Access Control faults and repairs. This is no mean task with the constant changing of repairs and the issues when Atec sub-contracts work to overseas sites. Additionally, David has now met with the Security Management staff at Royal Mail and will be instigating and hosting regular Business Park Security Meetings. I would like to see his efforts rewarded.” INTERVIEW WITH DAVID HUTCHINGS When did you join ICTS? January 2016. What was your first job (at ICTS)? Global Site Manager. What do you enjoy most of your job? Developing employees to their full potential. What is your favourite colour? Navy blue. What is your favourite food? Pepperoni Pizza. Place you would like to visit? Tokyo. What has been your best holiday? Miami. What is your favourite pastime? Studying Psychology. What do you wish ICTS UK for the future? Continued growth, particularly in the Corporate sector.

Photo Left (L-R): Paulo Velez (ICTS Services Delivery Manager) with David Hutchings (ICTS Site Manager at Travelport).

The winner(s) of the Employee of the Month

award receive(s) a

£100/€125 (net) bonus,

a certificate and a

mention in the

newsletter.

EMPLOYEE OF THE MONTH AWARD DECEMBER 2016: BRUCE MOY Congratulations to Bruce Moy, ICTS Security Officer at Epsom & St. Helier University Hospitals NHS Trust, for being selected Employee of the Month of December. Bruce was nominated by Paul Phillips, ICTS Contract Manager, for his bravery and dedication whilst dealing with a violent and disruptive A&E patient. Paul Phillips, ICTS Contract Manager, writes, “On 21 December Bruce was involved with watching a patient with mental health complaints; this is something we as a team regularly undertake. This patient showed himself to be particularly violent. The patient had been in A&E for a couple of hours under watch by Security and had been calm and cooperative. At a moment when the second Officer was pulled away for another task, the patient used this chance and asked to use the bathroom. Bruce allowed this and walked the patient in the safe and correct manner. However, the patient unexpectedly attacked Bruce with a fist blow to the mouth. Despite the immediate sustained injury and Bruce being considerably out-sized by the patient, he on his own managed to control the patient and take him to ground safely. This ensured the safety of the staff, patients and visitors in the area and prevented further injury, as well as the patient’s escape. Following the incident Bruce’s injuries were clear and he was naturally shaken, but refused to go home as he knew the team needed him that day. He was given a medical in the A&E department and he returned to work almost immediately and helped deal with another outburst by this patient less than an hour later”. INTERVIEW WITH BRUCE MOY When did you join ICTS? 19 December 2015. What was your first job (at ICTS)? St Helier Hospital What do you enjoy most of your job? Dealing with the staff and any situation put my way. What is your favourite colour? Red & blue. What is your favourite food? Curry. Place you would like to visit? Italy What has been your best holiday? Isle of Wight with my family. What is your favourite pastime? Playing darts on a Monday night. What do you wish ICTS UK for the future? Continued growth.

Photo L-R: Paul Phillips (ICTS Contract Manager), Bruce Moy (ICTS Security Office – Employee of the Month December 2016) with Client, Emma Norris (Trust’s LSMS - Local Security Management Specialist).

Paul Phillips, (ICTS

Contract Manager at

Epsom and St. Helier

University Hospitals NHS

Trust), says, “Bruce truly

went above and beyond

on this day and showed

amazing character and

resolve; he showed what

a true team member and

Security Officer he is. He

was a pride to his

department, his team,

but most of all to ICTS”.

The aim of ICTS’ employee recognition schemes is to encourage and reward individual employees where accepted standards of conduct and performance have not just been met, but exceeded.

EMPLOYEES OF THE YEAR 2016: BRUCE MOY & KATRINA NEWCOMBE Many congratulations to Bruce Moy and Katrina Newcombe who have been selected Employees of the Year 2016. All winners of the Employee(s) of the Month award make up the shortlist for the Employee(s) of the Year award, who then receives £1000/€1250, a certificate and an interview in the newsletter (in the next edition). Bruce Moy, was awarded Employee of the Month of December 2016 and you can read all about his nomination on page 13 of this edition. Katrina Newcombe, based at Bristol Airport, was Employee of the Month of August 2016. Katrina Newcombe, ICTS Cone Performance Leader, at Bristol Airport, had been asked, as part of a customer service course undertaken by the cone performance leaders, to come up with a workplace service improvement plan. Katrina chose to focus on family travels through security. She designed a sticker that could be issued to children who completed the security process through the dedicated family lane. Katrina presented her idea to Bristol Airport, who were very supportive and introduced the stickers at the airport. For full details see the December 2016 Newsletter, Viewpoint edition 39, which is accessible from our website, under the Media section.

Photo L-R: Paul Phillips (ICTS Contract Manager), Bruce Moy (ICTS Security Officer), Sarah Pritchard (former ICTS Station Manager at Bristol Airport), Katrina Newcombe (Cone Performance Leader, at Bristol Airport).

Image: The stickers being used at Bristol Airport, designed by Katrina Newcombe – (ICTS Cone Performance Leader).

EMPLOYEE OF THE MONTH AWARD JANUARY 2017: PAULO VELEZ Congratulations to Paulo Velez, ICTS Services Delivery Manager, for being selected Employee of the Month of January. Paulo was nominated for the provision of excellent services to Travelport, where ICTS is responsible for the provision of reception and security services to Travelport’s corporate offices in Langley and Swindon. Ashley Bancroft, ICTS’ Managing Director, received an email from the Travelport Client, Tony Routledge – the following is an extract: “Paulo has been an outstanding Contract Manager. His steady, calm approach to problem solving has been excellent. His man-management and people skills are a credit to both Paulo himself, and to ICTS. The initial issues we faced, at the start of the contract must have placed huge pressures on him. However, his commitment, determination and persistence guided the Team through this difficult time. We have been particularly impressed with Paulo’s work ethic, specifically where we have instigated real-time training early in the mornings (before 6:00 am) and late at night for fire training and testing”.

INTERVIEW WITH PAULO VELEZ When did you join ICTS? 5 May 2004. What was your first job (at ICTS)? Security Agent at London Heathrow Cargo. What do you enjoy most of your job? I enjoy how every day is different and the challenges that come with it. What is your favourite colour? Blue. What is your favourite food? Portuguese food. Place you would like to visit? Tokyo. What has been your best holiday? Three week trip to the United States and Canada in 2014. What is your favourite pastime? Watching movies and football. What do you wish ICTS UK for the future? Continual growth and progression within the industry as well as the best service provider.

Photo (L-R): Virinder Singh (ICTS Regional Manager—London Heathrow) and Paulo Velez (ICTS Services Delivery Manager).

Photo (L-R): Paulo Velez (ICTS Services Delivery Manager) with Ashley Bancroft (Managing Director, ICTS UK & Ireland) at the Management Conference in Marlow, February 2017.

ICTS’ Client at Travelport,

Tony Routledge, writes,

“He has never

complained or pushed

back on these additional

requirements that are

outside his normal duties

(or hours of work). He is

always receptive to our

ever changing

requirements, has taken

time to understand our

delivery expectations as a

corporate client, and can

always be relied upon to

get the job done”.

Photo: The delivery of supplies, including decommissioned ICTS laptops to a school in The Gambia.

CORPORATE SOCIAL RESPONSIBILITY SOME DECOMMISSIONED ICTS LAPTOPS HELP COMMUNITIES IN THE GAMBIA In 2016, Brian Dongo (Operations Administrator, ICTS Europe Systems, based in London), working with Hilary Tetley, founder of the Hilingdinka Foundation Trust, donated some decommissioned computer equipment to a school located in Sotokoi, in Western Gambia. The Hilingdinka Foundation Trust is a registered charity set up in The Gambia. The aim of the Trust is to help improve day-to-day life, focusing especially on children and education whilst also helping those within the community help deliver change. You can follow HFT work and activities on Hilingdinka Foundation Trust Facebook. If you want more details or to make a donation, please contact Hilary Tetley on the following email: [email protected].

HQ USED LAPTOP SALE HELPS SHELTER, A CHARITY THAT HELPS PEOPLE AFFECTED BY BAD HOUSING OR HOMELESSNESS Used laptop sale helps Shelter, a charity that helps people affected by bad housing or homelessness. HQ sold off 7 old reconditioned laptops and monies raised were matched by the Company resulting in £470 being donated to Shelter to help the homeless and badly housed.

AMAZON IN DONCASTER RAISE FUNDS FOR CANCER RESEARCH UK IN MEMORY OF COLLEAGUE ICTS staff at the Amazon Doncaster site raised £110 by having a ‘wish on a tree’ - staff could write a message for a loved one who had previously passed away, which was then pinned on a Christmas tree. The tree was set up in memory of colleague, David Wilshire, who had died in 2015.

AVIATION

BIRMINGHAM NAMED AS THE MOST PUNCTUAL AIRPORT IN 2016 Congratulations to Birmingham Airport, and to the ICTS team at Birmingham, who together with the Airport, airlines and many other contractors have worked to achieve this recognition. “ICTS provides security services to American Airlines and United Airlines at Birmingham Airport. We are part of a jigsaw of operations that work to achieve the safe and timely arrivals and departures of flights. We are extremely proud to provide a top class service” said Jim Finegan, Executive Director of Operations, ICTS UK & Ireland.

ICTS SUPPORTS CARDIFF AIRPORT WITH EXTRA AVIATION SECURITY DURING THE SIX NATIONS CHAMPIONSHIP

On Friday, 3 February 2017, ICTS staff based at nearby Bristol Airport spent the day providing extra security screening services at Cardiff Airport. An additional 4,000 passengers, including the Welsh rugby team used the Airport to travel out to Rome ahead of the Italy-Wales rugby match on the Sunday. “In March 2016, following 10 years of providing aviation security to the Airport, our security team moved in-house, in line with the Airport’s business plans. Since then, ICTS has continued to work with Cardiff Airport providing operational event support, such as the services last week. We look forward to the Six Nations and the UEFA Champions League, in the Summer of 2017, during which we will also be operational at the Airport” said Jim Finegan, Executive Director of Operations, ICTS UK & Ireland. The Six Nations Championship is an annual international rugby union competition involving six European sides: England, France, Ireland, Italy, Scotland and Wales.

Photo: ICTS team at Birmingham Airport last year marking United Airlines’ 90th Birthday.

“Just a quick note to thank

you very much for ICTS

support today for the Six

Nations extra traffic.

Fantastic staff and all very

friendly and customer fo-

cused” - Ceri Mashlan

(General Manager Airport

Operations, Cardiff

Airport).

Well done to the following

staff who worked at

Cardiff on 3 February:

Robbie Peters, Eugene

Loxton, Anthony Samuel,

Nathan Loxton, Kieran

George, Hannah Young,

Brett Samuel and Annabel

Mendes.

CORPORATE & PUBLIC SECTOR SERVICES

‘MEET THE EMPLOYER’ FAIR AT CITY OF WESTMINSTER COLLEGE Ahmed Tholley (ICTS Contract Manager at the City of Westminster College) writes, “’Meet the Employer’ event took place at the City of Westminster College on 1 December 2016. In attendance from ICTS were: Gary Benwell (Head of Corportate and Public Sector Services), Susan Dutt (Services Delivery Manager), Dimitru Gornea (Contract Manager for Luxury Goods) and myself. Different companies attended the event. The event was for employers to meet with potential candidates. ICTS was able to recruit some staff during the event. We distributed ICTS fliers, pens and oyster card holders to the candidates. Most of the candidates who attended the event had done their ‘Door Supervision’ and ‘CCTV’ courses at the College”.

AMERICAN EXPRESS CONTRACT STARTS American Express appoints ICTS to provide security across their UK portfolio. ICTS has been awarded the contract for the provision of manned guarding services for American Express’ offices in Brighton and London. The contract commenced on 9 December 2016. Jon Cermak, Senior Contracts Manager – Corporate and Public Sector Services, ICTS UK & Ireland said, “Being awarded this contract presents an exciting opportunity, as it enables us to strengthen our presence within the Financial sector and will allow us to demonstrate our capability in providing the highest standard of security to companies in this sector. We are focusing on providing innovative solutions to enhance security measures. We have been made to feel very welcome by the Client, who has been very supportive. We are thrilled to have been selected by American Express and are very much enjoying working on the contract.” We welcome on board all the American Express team members that have joined the ICTS family.

Photo: ICTS attending the ‘Meet the Employer’ event that took place at the City of Westminster College, London.

Photo: ‘Meet the Employer’ event at the City of Westminster College.

CANINE SECURITY SERVICES DRUG DETECTION IN SCHOOLS Our drug dog detection team, Charli Smith with dogs Marvin and Freddie, have been spending January visiting a number of schools within the Chilterns area. “Our visits to schools are generally to help educate the students on how being involved in drugs and having a criminal conviction can affect their future, both in terms of travel and employment. We have visited boarding schools, where we’ve searched the accommodation houses and given drug awareness talks and dog demonstrations to the students, and also state schools, where depending on the school’s individual requirements, we may passively screen students exiting assemblies, conduct bag searches, visit classrooms. At break times the students can often meet the dogs and ask any questions they may have. We don’t visit to catch people out, we’re there to help the school ensure it is drug free” said Charli Smith, ICTS Drug Dog Coordinator.

EXPLOSIVES SEARCH DOG, BOBBY, RETIRES Bobby has found his forever home with ICTS Client, Dave Sayer, who is Head of Security at Sizewell Power Station, where ICTS Explosives Search Dogs and Handlers operate.

RE-LICENSING COURSE, DRUGS SEARCH Congratulations to ICTS Handler, Charli Smith and Drug Search Dog, Marvin, who successfully passed their re-licensing course last week at Surrey Regional Police Dog School. Charli Smith says - “We spent the week training in a variety of venues such as, care homes, schools and office buildings, ensuring the dogs can find all the substances confidently. We also conducted outside area searches and searching of vehicles: cars, coaches and even fire engines, which Marvin thoroughly enjoyed!”

Photo: Drugs Search Dog, Freddie, belonging to ICTS handler, Charli Smith, enjoying some ‘down time’.

School - “Many thanks again for coming... yester-day. A very successful day!

We have already had three nice emails from parents ... It was particu-larly good that so many pupils saw demonstra-tions. I know they will have a lasting effect on the pupils. They certainly will for me; incredible how efficient the dogs are.

Once again thank you to Marvin, Freddie and your-self for all your efforts, efficiency and good company.”

Photo: Drugs Search Dog, Marvin, with ICTS handler, Charli Smith.

WORDS OF RECOGNITION The ICTS team at Bristol Airport were presented with a cake in recognition of their Q4 2016 ASQ scores. The scores were out of 12 UK airports and 108 European airports and were as follows:

• Safe / Secure Feeling: 4th UK and 14th Europe • Wait Time: 3rd UK and 14th Europe • Thoroughness of Inspection: 2nd UK and 4th Europe • Courtesy of Security Staff: 3rd UK and 13th Europe.

An email sent from a passenger at Belfast International Airport: “I don’t normally go this far to extend my gratitude to those who help me on my way during my travels. However, this time, I need to let you know that two of your staff were extremely helpful as I had to manage a very awkward and cumbersome package through the oversized baggage facility on my way back to London. Kate Keenan and Jacquie Sharpe welcomed me warmly and helped me to repack and seal a box of equipment. Prior to this I had no idea how I could manage the situation, considering buying an additional suitcase and other options. Explaining my difficulties to them, the ladies immediately put me at ease, letting me know that if we taped everything up properly, the package would arrive safely at the other side. Not only did they tell me what had to be done, but took the time to do the job themselves. You can’t imagine my delight at this exceptional level of service. Though all organisations aspire to this and business leaders strive for it, I believe that the real differentiator comes from hiring people with the innate personal characteristics of empathy and emotional intelligence. Thanks very much once more Kate and Jacquie.” A tweet sent from a passenger at Belfast International Airport:

Well done Derek McCord - Belfast International Airport

Well done Kate Keenan and Jacquie Sharpe - Belfast International Air-port

ICTS Staff member is United One Vendor Recognition Winner 2016! Congratulations to Courtney Cunningham (ICTS Supervisor at London Heathrow Airport) who was awarded the United One Vendor Recognition Winner 2016. Courtney was presented with a signed certificate, signed nomination card and United Airlines backpack.

Photo: Courtney Cunningham (ICTS Supervisor) in the centre, with United Airlines colleagues at London Heathrow Airport.

An extract from an email sent from Marion Couraudon (Store Manager, Louis Vuitton) to Susan Dutt (ICTS Services Delivery Manager, Corporate and Public Sector Security Services): “I wanted to take a minute to give you feedback about the support Tak consistently offers us but most importantly the amazing work he did over the busy Christmas period. Tak is going the extra mile compare to what his job task is, he is not only helping us to ensure the products are safe, he is greeting every clients and doing a great job at floor management (ie taking clients name when the queue builds up, thanking client for their patience, have a chat with them, etc) Without his willingness to go the extra mile and support he brings us every day, we wouldn't have been able to succeed as well as we did. We recognise his great work as we also felt the massive gaps in service when other security guards supported us over Christmas. His service is also massively recognised in feedback we receive from clients. He knows that we are very happy with him.” An email from Shaun Garrett (Amazon Manager based at Doncaster) to Stephen Budd (ICTS Operations Manager) and Mathew Cridge (National Contract Manager, Amazon): “I would like to share some very positive feedback we have received from an Amazon Manager visiting from Seattle. Jason Leblanc came into LBA1 by accident as he was looking for LBA3 and was met by Hangpal in reception. Hangpal went through all the correct procedures for welcoming a visitor into the building going through the fire drill and safety induction. Whilst Jason was in the office talking to Kat, he mentioned that he goes Worldwide and has never received the service and welcoming that he had at LBA1. This is excellent feedback from someone who visits FC and AMZl sites across the world and for Hangpal to be singled out for his outstanding service is a true credit to ICTS. I would like for him to be put forward for officer of the month, for carrying out his duties to a very high standard and delivering an exceptional service time and time again. Well done Hangpal.” An extract from an email from Colin Revie (Corporate Security Specialist, Virgin Atlantic Airways) to Raquel Gonzalez-Williams (ICTS Security Duty Manager at London Heathrow Airport):

“As you are no doubt aware there was an incident on one of our AC yesterday where a passenger tried to board the aircraft after he had disembarked. He had apparently left his phone and wallet in Upper Class. Your member of staff, Anil Chugh did very well in preventing this passenger from entering the aircraft and called HAL security.”

Well done Tak Lee - Louis Vuitton.

Well done Hangpal Makhim—Amazon site in Doncaster.

Well done Anil Chugh—London Heathrow Airport.

A DAY IN THE LIFE OF…. ICTS SECURITY SUPERVISOR AT THE AMAZON SITE IN DONCASTER - HANGPAL MAKHIM “I TUPE’d over to ICTS in 2015 at LBA1 in Doncaster, South Yorkshire. I have worked at Amazon for 5 years; for the first 2 years I was a Security Officer, dealing with patrols, gatehouse duties and the search desk. I became a Supervisor in 2014 looking after a small team. This was a challenging direction in my life as there was a lot of new tasks to learn. However with the support of my Manager and colleagues, I managed the transition very well. During my time as a Supervisor, LBA3 (Doncaster) opened at the back of the site and I moved there for a spell, helping get the site ready and ensuring everything was in place. A year later and I find myself at DDN1 (Doncaster) helping with the setup and implementation of policies and procedures with a new team of guards. This I found was challenging again as it is an Amazon Logistics site and not a Fulfilment Centre, which I am used to. With the support of my ICTS Manager, we were able to open the site with no major dramas. I am now back at LBA1 (Doncaster) working at the main reception again. What I love about reception is that no two days are the same and you meet a variety of different people and you are the focal point of the building and have to deal with all different issues. The one thing I have learnt/taken away from my experience at Amazon is that you need to know your limits and always know when to ask for help, which is readily available from my Amazon and ICTS management team”.

ICTS SECURITY AGENT AT CORK AIRPORT - DAVID DUNNE My name is David Dunne and I am a ICTS employee at Cork Airport. I am the youngest member of ICTS in Cork, as I am 21. My role with ICTS is to take care of the belts and deal with all of the inbound flights. I make sure that the belts run smoothly and if any jam occurs, I fix and reset the belt. I enjoy my position very much with ICTS at Cork Airport as I've always had a passion for aviation from a young age. My goals would be to stay with ICTS for the foreseeable future and work my way up through the Company. With the great news that Cork Airport is to now fly transatlantic I am looking forward to an exciting Summer ahead and hope the growth of the Airport continues. I enjoy my position very much and I am delighted to be a member of staff for ICTS.

Photo: David Dunne (ICTS Security Agent at Cork Airport).

Photo: Hangpal Makhim (ICTS Security Agent at Cork Airport).

STAFF BENEFITS

Disclaimer: This newsletter contains information only for internal use within the ICTS Europe Group. The publishers/editors of this newsletter make no warranty of any kind with respect to the subject matter included herein or the completeness or accuracy of material published herein and decline any liability whatsoever resulting from reliance on or use of this information.

NOTICES

V O L U ME 40

ICTS UK is a wholly owned and independent subsidiary of the ICTS Europe Group. For news on ICTS Europe: www.ictseurope.com

Photo on the front cover: Explosives Search Dog, Barney, enjoying a walk on a day off. Barney belongs to ICTS Dog Handler, Dave Jenkins.

Join our mailing list for an electronic version of this newsletter by sending an email to: [email protected], or view newsletter online at: www.icts.co.uk.

Lots more news and photos on Yammer (ICTS closed social media network site for staff) To join, email: Roberta.Puccinelli-Sher @icts.co.uk, with your name, location and email address (same email that ICTS Payroll have on file) and you will be re-issued an invitation.

Connect with ICTS UK & Ireland on Linkedin.

Congratulations To Dumitru Gornea (ICTS Contract Manager for the Luxury Goods Sector) and his wife on the birth of their baby daughter on 20 December 2016.

Look out for the monthly competitions being run on Yammer. They are purely for a bit of fun and a chance to win some gift vouchers! Congratulations to our December, January and February winners:

Congratulations to David Simon (HBS Duty Manager at London Gatwick Airport) and wife, Melanie, on the birth of Scarlett Zoe Stella Simon on 22 February 2017, weighing 6.5 pounds.

volume 40 march 2017 - icts · 2017. 9. 20. · its uk ltd south lock, first floor tavistock house...

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