Annual Report 2023

Corporate Performance

Table 1: Results for the Implementation of CATSA’s Mandate

The following table identifies key performance indicators (KPIs), which correspond to the organization’s performance in the management of its mandated operations. These KPIs are reported to the Senior Management Committee and the Board of Directors on a quarterly basis for oversight and management of the organization’s performance.

Effectiveness

Given the sensitivity of this performance category and its associated results, this data cannot be included in a public document.

Efficiency

Performance measure Target 2020/21 2021/22 2022/23 Comments
Wait Time Service Level (WTSL) 85.0 % 98.2 %
7.0 M		 91.6 %
25.1 M		 88.6 %
57.6 M

On average, 88.6% of passengers waited less than 15 minutes to be screened in 2022/23, which is above the annual target of 85%. 

In the previous two fiscal years, CATSA exceeded the WTSL due in part to the exceptionally low passenger volumes caused by the COVID-19 pandemic and the related public health restrictions. Prior to the pandemic (2019/20), CATSA achieved a WTSL performance of 92%, while screening 67.9 million passengers in 2018/2019.

Definition: WTSL is the percentage of passengers, on average, who waited less than 15 minutes to be screened at Class 1 airports, on an annual basis.

Consistency

Performance measure Target 2020/21 2021/22 2022/23 Comments
Security Screening
Procedures		 96.0 % 96.2 % 94.8 % 95.1 % Overall, CATSA’s result improved over the prior year. CATSA continues to work with Screening Contractors to maintain a high level of performance.

Definition: The evaluation by performance officers of screening officer performance according to Standard Operating Procedures and regulations related to Canada’s eight busiest airports.

In the Public Interest

Performance measure Target 2020/21 2021/22 2022/23 Comments
Overall Experience 85.0 % 90.7 % 89.4 % 85.9 % CATSA concluded its year with an average Overall Experience of 85.9%, which is just above the target of 85%.

Definition: Overall experience is the measure of passenger perception with their overall screening experience, based on passenger intercept surveys conducted at Class 1 airports.

Table 2: Results for CATSA’s Corporate Objectives

The following table identifies CATSA’s key performance indicators and key statistics, which correspond to the organization’s performance in the pursuit of its main corporate objectives.

A. Service Excellence

Given the sensitivity of this performance category and its associated results, this data cannot be included in a public document.

Performance measure Comments
Effectiveness Given the sensitivity of this performance category and its associated results, this data cannot be included in a public document.
Screening Efficiency See Table 1 - Efficiency
Passenger Experience See Table 1 – In the Public Interest
Performance measure Target 2022/23 Comments
Availability of Screening
Equipment		 99.63 % 99.70 % Screening equipment availability exceeded the target in 2022/23.

Definition: The percentage availability for all major screening technology platforms at Class 1 airports calculated as the overall average of: average by platform, by month of [(Available time – Unscheduled outages) / Available time].

B. Diverse And Engaged Workforce

Inclusive and Diverse Environment

Performance measure Target 2022/23 Comments
Turnover distribution
by designated groups		 Women:
45.8 %		 Women:
59.5 %		 This performance measure monitors whether members of designated groups left CATSA at rates disproportionate to their overall workforce representation at the start of each fiscal year. CATSA strives to maintain and increase representation, not decrease representation of these demographic groups.

As compared to previous year, turnover distribution decreased in three of the four designated groups, with the exception of Women.

CATSA’s Employment Equity Plan continues to work towards strategies to attract and retain employees of designated groups. Growth and career opportunities have been identified to assist in decreasing overall turnover.
Indigenous peoples:
2.0 %		 Indigenous peoples:
0 %
Members
of visible minorities:
21.7 %		 Members
of visible minorities:
13.2 %
Persons with disabilities:
1.8 %		 Persons with disabilities:
2.7 %
Definition: The distribution of members of a designated group (women, Indigenous peoples, members of visible minorities, and persons with disabilities) among indeterminate and fixed term employees who left voluntarily, excluding students.
Workforce
demographics		 Women:
48.2 %		 Women:
45 %		 As compared to the previous year, there was increase in three out of the four designated groups, with the exception of Women. There was an overall increase in women representation; however, an increased headcount and a higher turnover of this designated group, resulted in a slight decrease in representation. CATSA will continue its efforts in 2023 to further reduce the underrepresentation of the applicable designated groups.

CATSA’s Employment Equity Plan details strategies for awareness and to promote and retain employees of designated groups. Data is collected on a voluntary basis from CATSA employees. The current participation rate is 100%.
Indigenous peoples:
4.0 %		 Indigenous peoples:
2.3 %
Members
of visible minorities:
21.3 %		 Members
of visible minorities:
23.4 %
Persons with disabilities:
9.1 %		 Persons with disabilities:
2.7 %
Definition: Representation rates of a designated group (women, Indigenous peoples, members of visible minorities, and persons with disabilities) among indeterminate and fixed term employees, with the exclusion of employees on long-term disability and students.
Effective use of both Official Languages in CATSA workplaces 75.0 % 66.5 % CATSA has seen a decrease of 4.0% of employees who meet the language requirement of their position over the last year. The decrease can be explained by enhancements to our second language assessments.
Definition: The percentage of fixed-term and indeterminate employees that meet the language requirements in positions designated as bilingual.

Employee Engagement and Support

Performance measure Target 2022/23 Comments
Employee Satisfaction Stable or upward trend 86% Nearly 9 in 10 (86%) employees who completed the most recent touchpoint survey in 2022 indicated they are satisfied with their job, which is stable with the previous survey results.
Definition: Through employee surveys, CATSA employees have the opportunity to provide comments and feedback, share ideas and ask questions of senior management.
Absenteeism 12 days/
employee		 9.5 The absenteeism rate is better than target, which can be explained by the flexible workplace model, which provides employees with more options to balance appointments and caring for family members with work requirements.
Definition: Average number of work days missed due to illness by indeterminate employees during the year. Illness includes days taken on short-term disability but does not include long-term disability.
Annual Attrition Rate 8.0 % 7.9 % In light of the current labour market, CATSA’s attrition rate is stable and trending within target.
Definition: The percentage of employees who left the organization voluntarily.

Transformative Leadership

Performance measure Target Comments
Active support of creative approaches to continuous improvement, innovation and collaboration N/A
  • In 2022, CATSA completed its transition to a flexible workplace model for headquarters employees. The implementation of this new model encourages a positive and productive working experience, preserving CATSA’s culture by providing flexibility while ensuring operational and business needs are fully met.
  • CATSA became a key member of a government-led working group to develop a Canadian Verified Traveller program, which could enable CATSA to find further efficiencies in screening travellers – improving overall wait times in the long run.
  • Other examples are provided throughout the report.

C. Effective Partnerships

Industry and Government Collaboration

Performance measure Target Comments
Establishment and maintenance of relationships between CATSA, industry, and the Government of Canada, to advance interests N/A
  • Between April and December 2022, CATSA accelerated the hiring and training of over 2,300 screening personnel.
  • In collaboration with the Office of the Commissioner of Official Languages, CATSA has continued its participation in the Official Languages Maturity Model (OLMM) initiative. The OLMM will enable CATSA to mature some of its official languages practices, from its hiring and leadership initiatives, which aligns with federal efforts to strengthen access to services in both official languages.
  • CATSA identified areas of strategic contract improvements, which will be integrated into the future ASSAs. Lessons learned from the operational recovery efforts of spring-summer 2022 have been prioritized for consideration.
  • Other examples are provided throughout the report.

Community Relations

Performance measure Target Comments
Information, Outreach, Collaboration and Cooperation N/A
  • CATSA launched an Indigenous Cultural Awareness Learning Program for screening personnel and CATSA employees. The program provides context for screening Indigenous people and their belongings, and instruction on respectful security screening practices to follow.
  • During the development of the new Accessibility Plan, CATSA engaged the broader public and accessibility advocates to ensure that security screening checkpoints at all designated airports can become more accessible for all passengers.
  • CATSA officials travelled to the United States to observe new screening procedures at airports such as Boston Logan International Airport. These in-person visits enabled CATSA to further harmonize screening procedures and foster stronger working relationships with its foreign screening counterparts.
  • Other examples are provided throughout the report.
Date modified: