ANNUAL REPORT HELLAS HELLAS

Transcription

1 ANNUAL REPORT HELLAS HELLAS

2 Annual Report 3 Address by the CEO In ICTS Hellas we constantly strive to exceed our stakeholders expectations. Looking back on, we are proud to announce that, despite the harsh economic background, the company exceeded expectations. This is primarily witnessed by an exceptional increase 44%, as the annual revenues of ICTS Group in Greece attained the threshold of 14m. We are also delighted to announce that ICTS Hellas, for the first time in its almost 30-year history in Greece, has topped both the aviation and the maritime security market; an achievement owed to the commitment and hard work of our employees. This unrivaled commitment was acknowledged by our clients who honored us with unpreceded satisfaction, quality performance and brand preference rates. Another performance highlight was the skyrocketing of the passengers who enjoyed our services, from 4.1m in 2014 to 11.1m in ; a number that could be ascribed mainly to the launching of our working partnership with Port of Piraeus for the provision of cruise security services. Moreover, the installation of a state-of-the-art, integrated security system at Port of Souda, in Chania, Crete, came as a genuine testimony to our innovative solutions paired with top-quality services. As a result of its rapid growth, ICTS Hellas employed more than 900 security professionals, another all-time record figure, whilst maintaining high employee satisfaction levels. Due to our careful recruitment and training programs, we were able to meet the pressing demand for security agents throughout the country, without compromising on the high-caliber of our people. At the same time, we kept investing in the continuous improvement of our staff through talent development programs. Setting forth our dynamic expansion in 2016 is, without a shred of doubt, a major challenge. The outbreak of refugee and migrant flows raise important security issues whilst the threat of terrorism urges for stringent enforcement of security regulations and enhanced cooperation amongst the involved Authorities across Europe. To this context, ensuring the delicate balance between proper security processes in transport gateways and seamless passenger experience is crucial to the attractiveness of Greece as tourist destination. In view of these challenges, we shall continue to cater the needs of our clients by offering solutions that improve operational efficiency, save costs and reduce time; an added value that is measurable and demonstrable, as our excellent performance in external audits, the zero number of penalties and complaints as well as the prevention of sizeable immigration fines showcase. We shall also continue to strive for the creation of new jobs and to meaningfully contribute to the prosperity of our people and the local communities in which we operate. Taken together, these are the key elements that have shaped our reputation as trusted security partner and shape a sound experience for our stakeholders at all times! Panagiotis Kambouroglou CEO, ICTS Hellas Executive Vice President, ICTS Europe Panagiotis Kambouroglou

3 Annual Report 5 Contents page chapter page chapter 06 Social 01 Our Company Responsibility Financial Highlights Customer References Project Highlights Quality Assurance Performance KPIs Highlights

4 Annual Report 7 Our Company ICTS HELLAS ICTS Hellas, a member of the ICTS Europe Group, has been operating in Greece since 1987, providing security services to airlines, airports, seaports, cruise liners and other high-risk and high-profile organizations. Over the years ICTS Hellas has established itself as the partner of choice to Athens International Airport (AIA), the HCAA (Hellenic Civil Aviation Authority) state-owned airports as well as the U.S. and Canadian carriers on their outbound flights from Athens. Stemming from its aviation security expertise, ICTS Hellas has secured its position as a leader in the maritime security market, establishing partnerships with all major ports across Greece. Our unique value proposition consists of 4 key elements: bespoke technologies, certified and highly-trained manpower, stringent security standards uncompromised quality of service. ICts TODAY ICTS Hellas operates in 32 different locations across Greece, employing more than 900 security agents. We have successfully delivered more than 40 security projects at seaports, airports and other critical infrastructures throughout the region. ICTS subsidiaries in Germany, Cyprus and Albania operate also under the management of ICTS Hellas. ICTS is certified for the Quality of Products and Services (ISO 9001:2008), the Health and Safety of its Workers (OHSAS 18001:2007) as well as for implementing an Information Security Management System (EN ISO 27001: 2013) and an Environmental Management System (EN ISO 14001:2004). ICTS Europe is subsidiary of the French Groupe Sofinord, which specializes in the delivery of luxury services mainly in France. Both Groups form a partnership which aspires to become Europe s leading organization in customer facilitation and quality travel experience

5 Annual Report 9 Our VisIOn Our VALues Be the leading provider of security services to high-end, demanding environments. Our MIssION InnovatIOn We set new standards in the fast-paced security industry. We insist on continuous improvement though anticipating change and adapting to it. Enhance total value for our stakeholders through service excellence and innovative solutions. Commitment We pursue excellence in order to provide an excellent experience to our clients and their customers and meet their expectations by investing on innovative ideas, bespoke technologies and managerial best practices. Teamwork We operate in a transparent and cooperative mode, promoting team spirit and free flow of ideas. SustainabILity We value our stakeholders and support our workforce by offering a fair, respectful, safe and rewarding working place. We conduct our business in a socially responsible and environmentally friendly manner.

6 Annual Report FinanCIAL Highlights

7 Annual Report financial Highlights Turnover (Total Sales) 2014 Including the financial results of ICTS Cyprus as verified by assigned Chartered Accountant % Credit worthiness IBHS Credit Score: Α+the only company in the security industry Gross Margin : 16.2% 2014: 22%

8 Annual Report 15 Sales per SeGMent Sales 2014 per SeGMent AIRPORTS , % ΑΙRLINES , % SYSTEMS % AIRPORTS % ΜΑRΙΤΙΜΕ % ΜΑRΙΤΙΜΕ , % GENERAL , % ΑΙRLINES % GENERAL %

9 Annual Report 17 Market Share Maritime 43% 1 st RANK airlines 78% AVIATION in Maritime, AIRLINES & AVIATION Market 23%

10 Annual Report 03 Project highlights 19

11 Annual Report Project highlights Number of Passengers Serviced %

12 Annual Report 23 Number of Passengers per Activity AIRPORTS % AIRPORTs 71.1% CRuises 18.1% EXTRA SChengen 5.6% Cruises % AIRLINES 4.6% off-airport 0.6% Airlines +31.7% extra Schengen +1.1% Off-Airport %

13 Annual Report 25 AIRports SKG OFF AIRPORT CheCK-IN: passengers BY AIRPORT ATH CFU RHO CFU CHQ SMI HER KGS RHO AIRLINES: passengers BY AIRPORT ATH SKG JMK RHO AOK KGS KGS HER ATH JMK CFU JTR RHO HER AOK

14 Annual Report 27 THESSALONIKI EXTRA SCHENGen: passengers BY PORT PORTS PAX KOS Cruise: passengers BY PORT IGOUMENITSA RODOS MYKONOS PATMOS LEROS PORTS PAX NAXOS PATRA AIGIO MYKONOS THESSALONIKI SAMOS PIRAEUS RODOS KALAMATA PAROS MYKONOS NAXOS PATMOS LEROS PAROS AMORGOS KOS IGOUMENITSA PATMOS AMORGOS 798 KOS PATRA 1.090

15 Annual Report 29 DrILLs PerFOrmance 98,8% Fines Prevented Airlines worth of fines prevented thanks to ICTS Hellas Cbt Eagle PerFOrmance 91,2% NON-CONSIgned DAngerOUS GOODS FOUND Cargo AirLInes Interceptions 82 IllegAL immigrants Interceptions Patra Igoumenitsa

16 Annual Report 04 Performance kpis 31

17 Annual Report Performance kpis Sustainable Value Creation 16.2% 9% 137 GROSS MARGIN INDIRECT COSTS AS PER REVENUE DSO % 12% 138 GROSS MARGIN INDIRECT COSTS AS PER REVENUE DSO Customer Satisfaction Rate * ,90 / /4 * Participation >95% + 10,4%

18 Annual Report 35 Customer Evaluation 2014 Customer Intimacy Quality Performance + 29% 91.20% 98.80% 100% 93% 94.80% 95% 3.90 / /4 Brand Reference % 3.91 / /4 Employee Satisfaction Rate* 3.90 / / cbt/tsa training Drill & system test success rate at first level ICTS RECOMMENDATION LETTERS Employee Recruitments % Client COMplaints INCLUDING LOI * Participation >70%

19 Annual Report 37 Employee Engagement 100 % 92.64% % 1.44 % 21% 0.67% 1.70% 100 % 90% 15% Abscence rate Sickness rate Employee Turnover Management & aia staff developmental plan ROSTER EFFICIENCY Abscence rate Sickness rate Employee Turnover Management & aia staff developmental plan ROSTER EFFICIENCY

20 Annual Report 05 Social ResponsIbILIty 39

21 Annual Report Social ResponsIbILIty Environmental Sustainability % MATERIALS USED BY WEIGHT OR VOLUME -20% DIRECT ENERGY CONSUMPTION BY ENERGY SOURCE 57.6% TRANSPORTATION MODE OF WORKFORCE MEMBERS 7.3% -2.75% 50% MATERIALS USED BY WEIGHT OR VOLUME DIRECT ENERGY CONSUMPTION BY ENERGY SOURCE TRANSPORTATION MODE OF WORKFORCE MEMBERS Legal Compliance 0Code of conduct non-compliance incidents or regulators audit findings in either 2014 or

22 Annual Report 43 Customer Intimacy Employee Engagement 98.8% DRILL & SYSTEM TEST SUCCESS rate at FIRST LEVEL 3.36 EMPLOYEE RETENTION IN YEARS 0.9% % DRILL & SYSTEM TEST SUCCESS rate at FIRST LEVEL 5.1 EMPLOYEE RETENTION IN YEARS 1.04%

23 Annual Report 06 customer references 45

24 Annual Report 47 Customer References GOLDair HanDLING Our cooperation since remains exceptional and contantly evolving and with no hesitation, we consider ICTS Hellas a leader in its field that combines high quality as well as efficient and effective services. SWissPOrt greece ICTS Hellas is a well-organized security business unit with a high degree of reliablity and professionalism. As such ICTS Hellas has been proven a positive partner to our aviation related services that require additional focus on security services. AEGEAN airlines SKyserv HanDLING ΟΡΓΑΝΙΣΜΟΣ ΛΙΜΕΝΟΣ ΘΕΣΣΑΛΟΝΙΚΗΣ ΟΡΓΑΝΙΣΜΟΣ ΛΙΜΕΝΟΣ ΗΓΟΥΜΕΝΙΤΣΑΣ ICTS Hellas has continually provided Aegean with excellent security services with the highest level of professionalism and immediate response by its employees to any security issues that might have aroused and addressing our needs. Consequently, we are fully satisfied with ICTS services and believe they would be a valuable addition to any organization. Η συνεργασία αυτή καλύπτει απόλυτα τις απαιτήσεις της Skyserv Handling S.A στον τομέα της ασφάλειας, που έχει ως αποτέλεσμα την διατήρηση της φήμης της εταιρείας σε υψηλά επίπεδα. Η εταιρεία μας είναι πλήρως ικανοποιημένη με το άριστο επίπεδο των παρεχόμενων υπηρεσιών της ICTS, τον επαγγελματισμό των υπαλλήλων της και την ευελιξία της στην αντιμετώπιση των αναγκών του η εταιρεία ICTS Hellas έχει καλύψει επιτυχώς το σύνολο των τακτικών και έκτακτων απαιτήσεων ασφαλείας, ανταποκρινόμενη πλήρως στους όρους της σύμβασης καθώς και στον Διεθνή Κώδικα ISPS. Καθόλη τη διάρκεια της συνεργασία μας, η εταιρεία και το προσωπικό της, έχει επιδείξει επαγγελματισμό και αίσθημα ευθύνης. Οι εν λόγω συμβάσεις (σημ.: Παροχή Υπηρεσιών Ασφαλείας με χρήση κυνοτεχνικής ομάδας - Κ9 εκπαιδευμένης για βιοανίνευση) εκτελέστηκαν καλώς και επιτυχώς με αρκετούς εντοπισμούς επίδοξων λαθρεπιβατών όπως αποτυπώνονται στα αρχεία ελέγχων ασφαλείας της Ο.Λ.ΗΓ.Α.Ε.. πελάτη. Delta airlines AMERICAN airlines bluebird you provided an efficient training and you managed your people in order to have a wellorganized team, who expressed both operational and customer service performance. You should be extremely proud of the group of agents you have working for your company... They passed both TSA and FAA audits with no findings a manager could not ask for a more seamless operation from a vendor. Our continuous collaboration for the past 3 years has been characterized by high levels of professionalisn at all employee levels, instantaneous and substancial problem solving and all in the context of top of the range services provided.

25 Annual Report 07 quality assurance 49

26 Annual Report 51 Quality Assurance ICts Hellas has been certified both for the quality of its services, and for the health & safety of its employees, while it has distinguished itself as the first company in its sector in Europe for the Business of Excellence. Today ICts Group s commitment to quality is demonstrated by obtaining the following certificates: OHSAS 18001: 2007 ISO 9001: 2008 SI ISO 9001: 2008 EN ISO 27001: 2013

27 Annual Report 08 highlights 53

28 Annual Report 55 highlights 02 ICTS Hellas extended its HCAA awarded ICTS Hellas 04 working partnership with the provision of security 06 Thessaloniki Port Authority for the provision of security services to State Airports of Rhodes and Corfu. services to the second major port in Greece. Aegean Airlines contracted ICTS Hellas for the provision of Aircraft Guarding and Access Control, Aircraft Search, Baggage Supervision and Check in Observer to Athens International Airport and 5 regional Airports. 01 ICTS Hellas is awarded ICTS Hellas is appointed by State-of-the-art integrated the 2-year contract for the Igoumenitsa Port Authority to security system is successfully 07 security screening of cruise passengers, crews, handluggage, baggage, cargo and mailing at the International Passenger Terminals of Piraeus Central Port. provide security screening of passengers, vehicles and cargo to seagoing vessels obliged to comply with the ISPS Code. installed by ICTS in Port of Souda on behalf of Chania Port Fund. Skyserv, Swissport and Goldair Handling entrusted ICTS Hellas to offer Off Airport Services at 8 and 6 Greek airports respectively.

29 HELLAS HELLAS 107 Vouliagmenis Ave , Glyfada Τ F