Focusing on attendance
One of our key focus areas in 2007 was to get better at managing attendance and reducing levels of absenteeism. As such, we have invested heavily in addressing levels of absence and its root causes this year.

We introduced a new Attendance Management Scheme, equipping our managers with the tools, skills and accountability to actively manage attendance in their teams. We also improved our processes for supporting people in returning work as well as acknowledging and celebrating good attendance through a unique attendance recognition scheme.

In 2008 we anticipate that our efforts will result in a significant reduction in unplanned absence.

Customer service skills
2007 brought with it an even greater focus on improving the passenger experience through our airport, despite the pressures and challenges of the new security regulations. We believe that the best way to improve service levels was by helping our staff put themselves in the shoes of our passengers.

Based on a thorough analysis of all our customer feedback, we formalised new service standards for Stansted – ‘Professional, Friendly , Efficient’. We then developed an innovative communication and training programme for managers and front line teams alike, which focuses on developing greater customer service skills and behaviours.

To date 78% of our operational managers and 92% of our front line security staff have participated in this training. We are also encouraged to note that by the end of 2007 our passenger feedback on these measures had risen every month and currently sits at between 3.97 and 4.12 out of 5 in on all three areas.

More on this in the airport security and passenger experience section of this report.

Awards for Excellence
In 2007 we launched a brand new recognition scheme for staff – ‘Awards for Excellence’. The scheme focussed on celebrating the achievements of people who exhibit excellence in customer service, leadership, results or who consistently go the extra mile. Individuals, teams and business partners are eligible to be nominated against the set criteria.

The scheme is part of our wider strategy of developing talent, encouraging good performance and celebrating excellence at the airport.

Simplification programme
In 2007 a review to simplify BAA’s organisational structure commenced. The review aimed to build a leaner, simple company with clear accountabilities, less duplication and an even greater focus on putting the passenger first.

At Stansted we worked hard to communicate and consult with staff during the programme:

• holding briefings
• creating databases of common questions and answers, accessible to all
• through our human resources department and department managers, making ourselves available for all staff queries.

For more information on how the Simplification programme operated across BAA please see the ‘Our people’ section of BAA’s corporate responsibility work [LINK].

Make Your Mark survey
In 2007 we completed our annual ‘Make Your Mark’ employee engagement survey. The results of this survey help us:

• identify local priorities
• support business planning
• help us focus our efforts on making BAA a better place to work.

The biggest difference from the 2006 survey was an increase in response rate from 45% in 2006 to 70% in 2007. This increase was partly due to an internal marketing drive, which resulted in a higher response rate, particularly from our security staff who form the majority of our workforce.

As well as the higher response rate providing us with a more representative survey, a local charity also benefited from the higher number of respondents in 2007. In all 999 responses were received, with £1 donated to charity for each one. That number was rounded up and as a result we were pleased to be able to donate £1,000 to local charity Accuro who work with disabled children in Saffron Walden, Essex.

2007 performance data

Female to male breakdown (Percentage of BAA Stansted employees)

Note: Data prior to 2007 is reported in financial years ending 31 March.

Age breakdown (Percentage of BAA Stansted employees)

Note: Data prior to 2007 is reported in financial years ending 31 March.

Ethnic diversity (Percentage of BAA Stansted employees)

Note: Data prior to 2007 is reported in financial years ending 31 March.

Length of service (Percentage of BAA Stansted employees)

Note: Data prior to 2007 is reported in financial years ending 31 March.

More on... our people

Issues and approach
Our plans