Communication. Responsiveness. Transparency. These are a few of the critical elements needed when airports are choosing a security partner to help them transition to Standard 3-approved explosives detection systems.
Airports in the UK will make the transition to Standard 3-approved explosives detection systems (EDS) by 2018, while most other European airports will follow suit in 2020 and 2022. With the need to update the baggage handling system to accommodate the bigger EDS systems right at Level 1, airports are looking for expert guidance to ensure the transition goes smoothly.
A successful case study can be found at London Heathrow. Their airport’s technicians and engineers have partnered with our experienced service teams to install forty-five CTX 9800 DSi™ EDS units. These systems will screen all the in-gauge baggage in Terminals 1, 2, 4, and 5.
According to Michael Cavanaugh, our Vice President and General Manager, Global Services and Operations, experience is an essential element for a smooth and sustainable transition.
“Select a trusted security partner with a proven track record of service excellence,” he advises. “Once your Standard 3 system is installed, you need to ensure it runs reliably for years to come.
Of course, even the most efficient processes will encounter issues and delays. Our service teams always strive to be responsive to problems and proactive with solutions. Dedicated field service technicians embrace a Six Sigma Quality mindset and consider any system downtime during customers’ operational hours a defect.
Working through problems and proactively employing system improvements helps us stay at the forefront of the industry. Our service teams today support 90 percent of the world’s busiest airports, providing service to both our systems as well as other manufacturers’ equipment.
Drawing on our own experience and customer feedback, here are six key elements to consider looking for in your EDS supplier partnership:
- Proactive communication and outreach
- Quick response and resolution time
- Proven performance
- Transparency regarding challenges
- Extensive experience and qualifications
- Support of a scalable platform
Ultimately, it comes down to choosing a security firm that has your best interests at heart. According to Cavanaugh, you can get a good feel for the quality of service teams by watching them in action.
“While we strive for flawless installation and operations, the truth is we will encounter problems over the life of our relationship,” says Cavanaugh. “The true measure of a service organization is whether they stick with you until they have resolved the problems—no matter who is responsible.”
Get additional insights on our collaborative approach to service excellence, in this feature in Aviation Security International Magazine or download our
.
