(In)security alert! Who is guarding the airport?

Abstract

Security at airports represents a major risk exposure. Poorly paid and underappreciated staff are tasked with controlling critical access points to ground and airside facilities. This paper describes a review of security services at a major North American airport, based on interviews conducted with management and personnel of a contracted service provider. It also evaluates service quality, contract compliance and the business processes involved in the delivery of those services. The review identified significant problems with staff turnover, training and performance; all factors that could lead to compromised security. It also examined the value received for money spent on delivering security services, considering their: (i) economy; (ii) efficiency and (iii) effectiveness.   While this review was confined to a single airport, it is expected that the methodology adopted, as well as the problems noted, will apply to other aviation facilities.