How do you get 49,000 people employed by 470 organizations to work even better together? By making it easier to collaborate toward common goals. By listening closely to employees, learning what engages them and benefiting from their experience. And by tapping into the deep sense of pride that comes with working at one of the world’s great airports.
I am Toronto Pearson
It started out modestly in 2016 as a campaign that tapped into the pride of Toronto Pearson employees who were working each day to give passengers the best possible airport experience. By the end of last year, it had grown into a genuine grassroots movement, with 10,000 people and more than 300 companies actively endorsing the values and aspirations summed up in a simple slogan: I am Toronto Pearson.
For everyone working at our airport, in every kind of role – from check-in agents and baggage handlers to security screeners and sous-chefs – there are endless opportunities to make a positive difference in travellers’ lives. Whether directing a vacation-bound family to their departure gate or welcoming newly arrived immigrants to Canada, Toronto Pearson employees feel increasingly empowered to reach past their official job descriptions and ask, “How can I help?”
Some 49,000 people are directly employed at our airport in every type of enterprise, public and private, large and small. What the success of I am Toronto Pearson shows is that for many, coming to work each day is not just about earning a paycheque. As more and more organizations embrace the campaign, designating in-house ambassadors to spread the word, they typically find that their own people are already ahead of them, talking about ways to get everyone engaged. This is how we’re transforming our airport into a top-ranked global hub: through countless small offers of help to the 47 million passengers a year (and counting) who are ultimately the judges of whether we’ve achieved our vision.
A Genuine Plus in Security
In June 2017, the Canadian Air Transport Security Authority (CATSA) unveiled new security lines in the U.S. departures area of Terminal 1 that are designed to help passengers proceed more quickly to their gates while ensuring a safe, secure screening process. Called CATSA Plus, the enhanced system has a number of efficiency-boosting features, including:
- A series of electronic gates and sensors that automate boarding pass validation and guide each passenger into the most efficient line. The technology also collects data on processing times.
- Parallel bin stations allowing four passengers at once to place their belongings in inspection bins. People who load their items quickly can move ahead of those who need more time.
- A continuous flow of bins through the X-ray machines, where images are routed to the next available officer at one of several remote viewing stations. Any bin requiring further screening is automatically redirected to a separate search line. Bins that are cleared proceed without delay, improving overall flow.
- More space at the end of the line, along with tables and benches, where passengers can repack their belongings without feeling rushed.
- Automatic bin return, so officers don’t need to keep carrying them back to the start of the line.
CATSA Plus lives up to its name, adding a new level of efficiency to security screening at Toronto Pearson. New lines were opened in Terminal 3 in December, and more will be rolled out in 2018. And we continue to partner with CATSA on adding further conventional lines to process more passengers more quickly while maintaining the highest security standards.
Automating the Border
98 per cent of all U.S. and international passengers arriving in Terminal 3 can now use 104 primary inspection kiosks to clear customs electronically.
50 automated border clearance kiosks speed up arrivals for Canadian citizens and U.S. passport holders in Terminal 1.
30 Nexus kiosks serve Terminal 1 passengers enrolled in the U.S.-Canada trusted traveller program.
82 automated passport control kiosks enable
47 Global Entry kiosks allow Nexus and Global Entry program members to pre-clear U.S. Customs in both terminals.
One-step pre-clearance has eliminated declaration cards for most passengers going through U.S. Customs.
A 2018 pilot with the Canada Border Services Agency (CBSA) will use kiosks to process passengers connecting between two international/U.S. destinations.
Raising the Leadership Bar
We’re proud to partner with the Ivey Academy Education at Western University to deliver an executive leadership program for our 80 directors and associate directors. The program equips senior leaders with tools and insights to help them drive strategic clarity, lead people effectively and influence innovation and change in our organization.
As part of the course, participants work in teams to develop solutions to real GTAA business problems. So far, they’ve tackled issues such as how to improve the passenger experience on an extended layover, how to reduce paper consumption and how to leverage collaboration technology to increase interaction and connectedness among colleagues across the GTAA.
We’ve also launched the first-ever GTAA Management Trainee Program, aimed at future managers who are currently in front-line roles. Participants in the 18-month program rotate through three consecutive six-month terms in three different operating units. In addition to training, the program gives them valuable operational and leadership experience. With 30 people applying for just a handful of available positions, we needed a rigorous management assessment and interview process to select the first cohort.
People Manager Fundamentals
When GTAA employees told us that having a capable and supportive manager makes a big difference to their success on the job, we pulled together a People Management Action Team to help build the know-how, skills and confidence of our people managers.
From this, the People Manager Fundamentals curriculum was created to promote a consistent understanding of what good management looks like at the GTAA. The program brings participants together with their peers to gain knowledge, practice new approaches and understand the importance of their roles. We started with 12 classroom and e-learning courses in 2017, and we plan to add more courses in 2018. To date, 180 people have been through the curriculum, which includes about 40 hours of coursework.
Learn more about how we keep people, bags and flights moving
Smarter security screening. Reimagined baggage systems. Innovative retail and dining options. Our top-quality airport experience is built on collaboration, sustainable choices and human-centred design.