APPENDIX C: Planned Results

Output: The prevention of prohibited items and non-permitted items from entering the air transportation system through the systematic application of CATSA’s mandated screening services.

Risk Mitigated: Mandated Services Risk - Detection capabilities and maintaining care and control of the screening checkpoints

Government of Canada Priority: Improving services to Canadians

Immediate outcome: Improve operational consistency and compliance

• Performance measures and key statistics: Consistency – Security Screening Procedures
• Target: 96%
• Expected results: Improved results for consistency of security screening procedures
• Recent results (Q2 2023/24 unless otherwise noted): 95%
• Data sources/influences: Service Monitoring and Recording Tool (SMART)

Associated initiative: Continue to explore the application of advanced analytics techniques and artificial intelligence to enhance oversight and training programs.

Intermediate/ultimate outcome: Improve the ability of screening officers to identify and prevent prohibited and non-permitted items from entering the restricted area and air transportation system.

• Performance measures and key statistics: Overall Security Effectiveness
• Target: Cannot be reflected in a public document due to security classification.
• Expected results: Cannot be reflected in a public document due to security classification.
• Recent results (Q2 2023/24 unless otherwise noted): Cannot be reflected in a public document due to security classification.
• Data sources/influences:
  • PBS, NPS and HBS testing performance
  • Breach score
  • PBS, NPS and HBS Threat Image Protection System (TIPS) performance

Associated initiatives: PBS screening enhancements, Ongoing advancement of existing screening equipment with latest software upgrades and detection algorithms, further enhancing the security effectiveness of existing equipment, Continue to explore the application of advanced analytics techniques and artificial intelligence to enhance oversight and training programs.

Output: The achievement of optimal screening efficiency, leveraging available resources, including personnel, systems, and equipment.

Risk Mitigated: Capacity Risk - Adequate government funding, Stakeholder Relations Risk – Reputational risk

Government of Canada Priority: Improving services to Canadians

Immediate outcome: Ensure screening contractor staffing and attrition management.

• Performance measures and key statistics:
  • National Screening Officer Attrition Rate
  • National Training and Certification Program Success Rate;
  • Screening officer hiring targets
• Target:
  • N/A
  • 90%
  • Target varies by region and airport
• Expected results:
  • Adequate screening officer staffing levels through collaboration with screening contractors and Transport Canada
  • Meet screening officer hiring targets
• Recent results (Q2 2023/24 unless otherwise noted):
  • 7.3%
  • 90.5%
  • On track to meet hiring targets
• Data sources/influences:
  • Data from screening contractors
  • Learning Management System
  • Payments to Screening Contractors Budget
  • Transport Canada turnaround time for issuing security clearances

Associated initiative: Airport Screening Services Agreements, Provide continuous learning and process improvement for screening officer development

Intermediate outcome: Enhance advanced analytics and modelling to optimize screening and checkpoint efficiency.

• Performance measures and key statistics: Wait time service level (WTSL)
• Target: Stability or improvement in accuracy of short term passenger forecasts
• Expected results: National average of 95/15 WTSL or above at Class 1 airports starting in 2024/25
• Recent results (Q2 2023/24 unless otherwise noted): 93.7/15
• Data sources/influences:
  • BPSS screened passenger data
  • Passenger wait times, averaged on an annual basis for all Class 1 airports
  • Flight schedules

Associated initiative: Improved wait time service level, Enhanced traffic forecasting models

Ultimate outcome: Achieve the targeted wait time service level, including the government-funded target level, and the peak target level.

• Performance measures and key statistics:
  • WTSL
  • WTSL at peak
• Target:
  • WTSL: 95/15 ^{Footnote 2}
  • WTSL at peak: 85/15
    Measured improvement over time
  • Consistent WTSL of 95/15 or above beyond 2024/25
  • Consistent WTSL at peak of 85/15 or above beyond 2024/25
• Recent results (Q2 2023/24 unless otherwise noted):
  • 93.7/15
  • 86.4/15
• Data sources/influences:
  • Passenger wait times, averaged on an annual basis for all Class 1 airports

Associated initiative: Improved wait time service level, PBS screening enhancements, Verified Traveller program

Output: The achievement of high levels of passenger satisfaction with, and confidence in, their interactions with CATSA.

Risk Mitigated: Stakeholder Relations Risk – Reputational risk

Government of Canada Priority: Improving services to Canadians, Screening that respects Canada’s diversity and inclusion values (accessibility, official languages and GBA Plus), Indigenous relations and reconciliation

Immediate outcome:
Increase awareness among passengers relating to screening processes and other key information to foster a positive trend for the screening experience. 

Increase awareness and understanding of Indigenous history and enhance training around screening of Indigenous sacred and spiritual items for CATSA employees and screening officers.

• Performance measures and key statistics: Overall Passenger Experience
• Target: 85%
• Expected results:
  • Updated and delivered Customer Service Strategy including Customer Service Commitment to Passengers
  • Increased passenger satisfaction with their screening experience
• Recent results (Q2 2023/24 unless otherwise noted): 90.3%
• Data sources/influences: Passenger intercept surveys at Class 1 airports

Associated initiative: Support Government of Canada priorities (accessibility, official languages, Indigenous reconciliation, diversity and inclusion, etc.)

Intermediate outcome:
Ensure compliance with Accessible Canada Act regulations and responsibilities to passengers.

Ensure compliance with Official Languages Act requirements and responsibilities to passengers.

• Performance measures and key statistics:
  • Passenger feedback related to accessibility
  • Passenger feedback on OL
• Target: Compliance
• Expected results:
  • Compliance
  • Decrease in complaints over time
• Recent results (Q2 2023/24 unless otherwise noted): Ongoing
• Data sources/influences:
  • Passenger feedback
  • Audit results
  • Complaints data
  • Self-assessment results from the Official Languages Maturity Model

Associated initiatives: Remain committed to implementation of CATSA’s Accessibility Plan, Strive to meet official language obligations and expectations

Ultimate outcome: Achieve consistent and high levels of passenger satisfaction with their security screening experience.

• Performance measures and key statistics: Overall Passenger Experience
• Target: Overall Passenger Experience: 85%
• Expected results: Consistently at or above target overall experience for passengers at Class 1 airports.
• Recent results (Q2 2023/24 unless otherwise noted): 90.3%
• Data sources/influences: Passenger intercept surveys at Class 1 airports

Associated initiatives: Support Government of Canada priorities (accessibility, official languages, Indigenous reconciliation, diversity and inclusion, etc.), Further improve the security screening experience through the integration of new technologies

Output: The achievement of a well-balanced workforce that strives to reflect the diversity of Canada, and the fostering of a positive and supportive working environment that respects and upholds diverse social and cultural values, and promotes the use of both official languages in the workplace.

Risk Mitigated: Human Resources Risk – Employee recruitment and retention, Capacity Risk – CATSA staff capacity

Government of Canada Priority: Diversity and employment equity, Protecting two official languages

Immediate/Intermediate/Ultimate outcome:
Take steps to support fixed-term (as applicable) and indeterminate employees in meeting the language requirement of their position through second language training.

Promote the use of both official languages in CATSA workplaces

• Performance measures and key statistics:
  • Percentage of fixed-term and indeterminate employees that meet the language requirements in positions designated as bilingual
  • Employee feedback
• Target:
  • Short term: 75%
  • Long term: 85%
• Expected results:
  • The percentage of employees that meet the language requirement for their position is on or above target.
  • Favourable feedback from employees relating to the use of both official languages in CATSA workplaces.
• Recent results (Q2 2023/24 unless otherwise noted): 60.1%
• Data sources/influences:
  • Employee language test results (HR database)
  • Annual Official Languages Report
  • Employee culture surveys

Associated initiative: Support Government of Canada priorities (accessibility, official languages, Indigenous reconciliation, diversity and inclusion, etc.), Promote the use of both official languages in the workplace, Implementation of the human resources strategic plan and workforce plan

Intermediate/Ultimate outcome: Increase CATSA’s workforce representation among designated groups.

• Performance measures and key statistics: Workforce demographics, including women (W), Indigenous peoples (IP), visible minorities (VM) and persons with disabilities (PWD)
• Target: Workforce demographics targets ^{Footnote 3} :
  • W: 48.2%
  • PWD: 9.1%
  • IP: 4.0%
  • VM: 21.3%

  Turnover distribution by designated groups ^{Footnote 3} :

  • W: 45.8%
  • PWD: 1.8%
  • IP: 1.8%
  • VM: 21.7%
• Expected results:
  • Increased representation among designated groups through more diverse methods of attracting candidates.
  • On or above target demographics within CATSA.
• Recent results (Q2 2023/24 unless otherwise noted): 
  Workforce demographics:
  • W: 44.7%
  • PWD: 3.3%
  • IP: 2.1% 
  • VM: 24.1%
  Turnover distribution by designated groups (FY 2022/23):
  • W: 59.5%
  • PWD: 2.7%
  • IP: 0%
  • VM: 13.2%
• Data sources/influences:
  • Workforce demographics
  • Annual Employment Equity Report

Associated initiative: Support Government of Canada priorities (accessibility, official languages, Indigenous reconciliation, etc.), Apply human resources practices that support diversity in hiring, compensation, and advancement, Implementation of the Employment Equity Plan and Pay Equity Plan, Implementation of the GBA Plus Action Plan and advance GBA Plus integration, Support workplace initiatives that understand and embrace diversity

Output: Attract and retain a productive and engaged workforce, through corporate support for learning and skills development, the health and well-being of employees, and the celebration of individual and collective achievements.

Risk Mitigated: Human Resources Risk – Employee recruitment and retention, Capacity Risk – CATSA staff capacity

Government of Canada Priority: Diversity and employment equity

Immediate outcome: Utilization of efficient hiring practices and professional services to ensure employees and managers have the resources they need to be successful in their roles.

Associated Initiatives: Responsible and sustainable approaches to workload management

• Performance measures and key statistics: Strategic use of fixed-term resources and professional services
• Target:
  • Stability or improvement in employee satisfaction
  • Annual attrition rate: 8.0%
• Expected results: High level of employee satisfaction.
• Recent results (Q2 2023/24 unless otherwise noted):
  • Employee satisfaction (FY 2022/23): 86%
  • Attrition (FY 2022/23): 7.9%
• Data sources/influences:
  • Employee surveys
  • Attrition

Intermediate outcome: Implementation of initiatives and activities that support the mental health and well-being of employees.

Associated Initiatives: 
Foster a flexible and fair workplace that supports employee needs while balancing organizational objectives

Delivering wellness support to employees at all levels

• Performance measures and key statistics: Use of workplace support resources, and optimization of the flexible workplace model to accommodate employee needs, while upholding position requirements
• Target:
  • Stability or improvement in employee satisfaction
  • Absenteeism: 12 days
  • Annual attrition rate: 8.0%
• Expected results:
  • High level of employee satisfaction.
  • Low absenteeism.
  • Implemented resources for employees relating to mental health and well-being.
• Recent results (Q2 2023/24 unless otherwise noted):
  • Employee satisfaction (FY 2022/23): 86%
  • Absenteeism (FY 2022/23): 9.5 days
  • Attrition (FY 2022/23): 7.9%
• Data sources/influences:
  • Employee surveys
  • Attrition

Output: The demonstration by example and active support of creative approaches to continuous improvement, innovation and collaboration.

Risk Mitigated: Human Resources Risk – Employee recruitment and retention

Government of Canada Priority: Improving services to Canadians

Immediate outcome: Plan the Leadership Principles and the Leadership Introductions programs in order to provide fundamental growth and learning opportunities for CATSA’s people leaders.

• Performance measures and key statistics:
  • Development of plans
  • Execution of plans
• Target: Successful development and execution of the plan for the leadership programs
• Expected results: Increased opportunities for growth and professional development through CATSA’s leadership programs
• Recent results (Q2 2023/24 unless otherwise noted): Ongoing
• Data sources/influences:
  • Employee surveys
  • Feedback from the Board

Associated initiative: Expand the implementation of leadership programs

Intermediate/Ultimate outcome: Promote innovation among employees and management, fostering vision and behaviours that support a transformative culture.

• Performance measures and key statistics:
  • Enhancement of existing vehicles (CATSA Leaders Forum, employee retreat and employee communication)
  • Commitment from leaders to remain apprised of the needs of the workforce
• Target: Completed enhancements of existing vehicles.
• Expected results:
  • Improved organizational awareness of projects and programs related to creating a barrier-free and inclusive environment
  • Improved results of employee surveys over time
• Recent results (Q2 2023/24 unless otherwise noted): Ongoing
• Data sources/influences:
  • Employee surveys
  • Feedback from the Board

Associated initiative: Continue to promote a culture of innovation

Output: The establishment and maintenance of strong and positive working relationships between CATSA, its partners and the Government of Canada, to progress on common goals and interests.

Risk Mitigated: Stakeholder Relations Risk – CATSA’s reputation

Government of Canada Priority: Improving services to Canadians, Better accountability and integration with other air sector operators

Immediate/Intermediate/Ultimate outcome: Continue to foster proactive partnerships with industry and government stakeholders, through reciprocal two-way engagement.

• Performance measures and key statistics:
  • Well-established formal and informal processes for dialogue and collaboration with industry
  • Responsiveness to industry requests, including for screening on a cost-recovery basis
• Target:
  • Proactive approach to partnerships
  • Close, respectful and productive relations
  • Timely and meaningful response to industry requests
• Expected results:
  • Proactive and productive relationships with stakeholders
  • Collaborative approach to contributing to government priorities
  • Efficient response times to requests from stakeholders.
  • Reciprocal two-way engagement and information sharing between all partners and government stakeholders.
• Recent results (Q2 2023/24 unless otherwise noted):
  • Worked closely with airport authorities on innovative solutions including CT, FBS, verified traveller and gender-neutral software.
  • Active engagement with industry associations to discuss challenges.
  • Enhanced engagement with Transport Canada at all levels.
• Data sources/influences:
  • Industry consultations and feedback
  • Negotiated agreements for cost recovery screening enhancements where applicable

Associated initiative: Work collaboratively with airport authorities to evaluate and standardize approaches to queue offerings, Continue to work with US TSA counterparts in order to establish mutual recognition of screening procedures, especially for verified travellers

Output: The establishment and maintenance of close and favourable relations with key stakeholders in the broader community.

Risk Mitigated: Stakeholder Relations Risk – CATSA’s reputation

Government of Canada Priority: Improving services to Canadians

Immediate/Intermediate/Ultimate outcome: Continue to prioritize the delivery of a positive passenger experience through effective communications with the travelling public.

• Performance measures and key statistics:
  • Well-established formal and informal processes for feedback from and consultation with the travelling public
  • Effective means of communicating with the travelling public
  • Overall passenger experience
• Target:
  • Close, respectful and productive relations
  • Timely and meaningful response to public and community requests and complaints
  • Overall Passenger Experience: 85%
• Expected results:
  • On or above target overall passenger experience results
  • Positive reputation for community engagement and communications
• Recent results (Q2 2023/24 unless otherwise noted):
  • Accessibility Plan consultations
  • Consultations with cultural groups
  • Overall Passenger Experience: 90.3%
• Data sources/influences:
  • Stakeholder consultations and communications
  • Public and passenger enquiries, suggestions and complaints

Immediate/Intermediate/Ultimate outcome: Collaborate with key stakeholders, including Transport Canada and industry partners, in order to achieve common goals.

• Performance measures and key statistics: Well-established formal and informal processes for communication and feedback with community stakeholders
• Target:
  • Close, respectful and productive relations
  • Timely and meaningful response to public and community requests and complaints
  • Support of government priorities and objectives.
• Expected results:
  • Collaborative relationships with key stakeholders
  • On-going work to support government priorities and objectives
• Recent results (Q2 2023/24 unless otherwise noted):
  • Worked closely with airport authorities on innovative solutions including CT, FBS, verified traveller and gender-neutral software.
  • Active engagement with industry associations to discuss challenges.
  • Enhanced engagement with Transport Canada at all levels.
• Data sources/influences: Stakeholder consultations and communications

Associated initiative: Support Government of Canada priorities and objectives, Work collaboratively with airport authorities to evaluate and standardize approaches to queue offerings, Continue to work with US TSA counterparts in order to establish mutual recognition of screening procedures, especially for verified travellers