Expected Results and Performance Indicators
CATSA uses a number of key indicators to set operational performance targets and to monitor, assess and report on progress and achievements in areas of critical importance to the fulfillment of its mandate, mission, and strategic objectives.
Set out over the following pages are CATSA’s short (immediate), medium (intermediate) and long-term (ultimate) outcomes, key measured targets and the criteria and indicators used to measure progress in their achievement. The expected results and risks mitigated by the achievement of the strategic objectives are also included.
All recent results are from Q2 2024/25, unless otherwise noted.
Note: Recent results for new or revised key performance indicators are not currently available, and will be reported in CATSA’s upcoming Annual Reports and Corporate Plans. Affected performance indicators are identified with an asterisk (*) throughout this section.
Objective 1: Invest in Our People for Tomorrow
Output: The achievement of a well-balanced workforce that benefits from the tools, resources, and support required to achieve our collective success.
Risk Mitigated: Capacity risk: Resource availability
Government of Canada Priorities: Diversity and employment equity, Protecting both official languages
Immediate/intermediate/ultimate outcomes:
Nurture an inclusive environment that fosters excellence and engagement.
Performance measures and key statistics:
- Employee satisfaction
- Employees who meet the language requirements of their positions
- Workforce demographics, including women (W), Indigenous Peoples (IP), visible minorities (VM) and persons with disabilities (PWD)
- Screening officer demographics*
Target(s):
- Employee satisfaction: 85%
- Employees who meet the language requirements of their positions:
- Short term: 75%
- Long term: 85%
- Workforce demographics:
- W: 48.2%
- PWD: 9.1%
- IP: 4.0%
- VM: 21.3%
- Screening officer demographics*: This is a new measure. Target information will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
Expected results:
- At or above target employee satisfaction
- The percentage of employees that meet the language requirement for their position is at or above target.
- Favourable feedback from employees relating to the use of both official languages in CATSA workplaces.
- Increased representation among designated groups across all levels of employees by adopting strategies grounded in best practices to ensure accountability and raise awareness of barriers faced by equity deserving groups.
- At or above target workforce demographics within CATSA.
- At or above target workforce demographics within the screening officer workforce.
Recent results :
- Employee satisfaction: 83%
- Employees who meet the language requirements of their positions: 66.4%, as at Q4 2023/24
- Workforce demographics results
- W: 39.6%
- PWD: 5.3%
- IP: 2.0%
- VM: 44.5%
- Screening officer demographics*: This is a new measure. Results will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
Data sources/influences:
- Annual employee survey
- Annual Official Languages Report
- Employee language test results (HR database)
- Workforce demographics
- Annual Employment Equity Report
Be an employer of choice.
Performance measures and key statistics:
- Employee satisfaction
- Attrition
- Employees who would recommend CATSA as an employer
- National screening officer attrition rate
- National Training and Certification Program success rate
Target(s):
- Employee satisfaction: 85%
- Annual attrition rate: 8%
- Employees who would recommend CATSA as an employer*: 85%
- National screening officer attrition rate: N/A
- National Training and Certification Program success rate: 90%
Expected results:
- Meet or exceed targets
- Implement resources for employees relating to mental health and well-being
- Adequate certified screening officer staffing levels through collaboration with screening contractors and Transport Canada
Recent results :
- Employee satisfaction: 83%
- Annual attrition rate: 4.7% (Q2 2023/24 to Q2 2024/25)
- Employees who would recommend CATSA as an employer*: This is a new measure. Results will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
- National screening officer attrition rate: 5.0%
- National Training and Certification Program success rate: 92.2%
Data sources/influences:
- Annual employee survey
- Attrition (HR database)
- Data from screening contractors
- Learning Management System
Objective 2: Drive Innovation
Output: Inspiring CATSA’s workforce to solve emerging challenges, by creating opportunities for security screening innovation, embracing continuous improvement, agility, and curiosity.
Risk Mitigated: Mandated Services Risk – Detection capabilities and maintaining care and control of screening checkpoints
Government of Canada Priorities: Improving services to Canadians
Immediate/intermediate/ultimate outcomes:
Enhance security effectiveness and screening efficiency
Performance measures and key statistics:
- Overall security effectiveness
- Wait-time service level
- Wait-time service level at peak
- Consistency of security screening procedures, overall
Target(s):
- Overall security effectiveness: Cannot be shared in a public document due to security classification
- Wait-time service level: 95/15
- Wait-time service level at peak: 85/15
- Consistency of security screening procedures, overall: 95%
Expected results:
- Security effectiveness remains at or above target
- Annual wait-time service level of 95/15 or above
- Annual wait- time service level at peak of 85/15 or above
- Meet target for consistency of security screening procedures
Recent results
- Overall security effectiveness: Cannot be shared in a public document due to security classification
- Wait-time service level: 97.2/15
- Wait-time service level at peak: 93.6/15
- Consistency of security screening procedures, overall: 94.6%
Data sources/influences:
- Service monitoring and Recording Tool (SMART)
- PBS, NPS, and HBS testing performance
- Breach score
- PBS, NPS, and HBS Threat Image Protection System (TIPS) performance
- Boarding Pass Security System (BPSS) screened passenger data
- Passenger wait times, averaged on an annual basis for all Class 1 airports
- Flight schedules
Champion forward-thinking solutions
Performance measures and key statistics:
- Innovation culture*
Target(s):
- This is a new measure. Target information will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
Expected results:
- Employees indicate that CATSA fosters and encourages innovation.
Recent results:
- This is a new measure. Results will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
Data sources/influences:
- Employee survey
Objective 3: Promote an Integrated Aviation Ecosystem
Output: Achieving a more integrated and efficient aviation ecosystem through information sharing and ongoing engagement, and collaboration.
Risk Mitigated: Partner Relations Risk – CATSA’s reputation
Government of Canada Priorities: Improving services to Canadians, Better accountability and integration with other air sector operators
Immediate/intermediate/ultimate outcomes:
Maximize opportunities for collective engagement and advance industry harmonization and share best practices.
Performance measures and key statistics:
- Partner satisfaction*
Target(s):
- This is a new measure. Target information will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
Expected results:
- CATSA’s partners indicate that the organization engages in meaningful and proactive collaboration, for the benefit of the travelling public and the aviation industry as a whole.
Recent results:
- This is a new measure. Results will be available in CATSA’s upcoming Annual Reports and Corporate Plans.
Data sources/influences:
- Partner survey
Objective 4: Elevate the Client Experience
Output: The achievement of high levels of passenger satisfaction with, and confidence in, their interactions with CATSA.
Risk Mitigated: Partner Relations Risk – CATSA’s reputation
Government of Canada Priorities:
- Improving services to Canadians;
- Screening that respects Canada’s diversity and inclusion values (accessibility, official languages and GBA Plus); and
- Indigenous relations and reconciliation.
Immediate/intermediate/ultimate outcomes:
Deliver continuous improvement for CATSA's clients and engage the community.
Performance measures and key statistics:
- Overall passenger experience
- Customer satisfaction index
- Overall experience for each Class 1 airport
- Confidence in security screening
- Satisfaction with speed of screening
- Satisfaction specific to passengers who used the family and special needs line
- Satisfaction with service in the Official Language of Choice
Target(s):
- Overall passenger experience: 90%
- Customer satisfaction index: 90%
- Overall experience for each Class 1 airport: 90%
- Confidence in security screening: 85%
- Satisfaction with speed of screening: 90%
- Satisfaction specific to passengers who used the family and special needs line: 90%
- Satisfaction with service in the Official Language of Choice: 90%
Expected results:
- Updated and delivered Customer Service Strategy including Customer Service Commitment to Passengers
- Increased passenger satisfaction with their screening experience
- Consistently at or above target for all measures
Recent results:
- Overall passenger experience: 92.7%
- Customer satisfaction index: 93%
- Overall experience for each Class 1 airport:
- YYC: 88%
- YEG: 94%
- YHZ: 93%
- YUL: 94%
- YOW: 93%
- YYZ: 95%
- YWG: 95%
- YVR: 88%
- Confidence in security screening: 91%
- Satisfaction with speed of screening: 92%
- Satisfaction specific to passengers who used the family and special needs line: 93%
- Satisfaction with service in the Official Language of choice: 95%
Data sources/influences:
- Passenger intercept surveys at Class 1 airports
- Complaints data
- Equipment Availability
President and Chief Executive Officer Commitment
As President and Chief Executive Officer of the Canadian Air Transport Security Authority, I am accountable to the Board of Directors for the implementation of the objectives and initiatives described in this Corporate Plan and outlined in this Appendix. I confirm that this commitment is supported by the balanced use of all available and relevant performance measurement and evaluation information.
Nada Seeman
President and Chief Executive Officer
Canadian Air Transport Security Authority
Date: