ANNUAL REPORT
2014
HELLAS
ICTS
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Address by the CEO For ICTS Hellas 2014 has been a quite successful year as our major financial, strategic and organizational goals have been accomplished. As a result of our successful strategy coupled with the financial strength of our new shareholder, the French luxury Groupe Sofinord, ICTS Hellas in 2014 recorded revenues, increased by 7,1% compared to 2013. During 2014 we extended our partnership with Athens International Airport and we obtained the leading position in the maritime security sector, in which we pioneered since 2011. Highlighting our innovative approach to demanding security environments, we were awarded by the Ports of Patrai and Kalamata the contracts for installation and operation of port security systems. We also provide the Port of Igoumenitsa with trained bio-detectors (K9 dogs) for security checks, demonstrating remarkable results in interceptions with illegal immigration. Following our professional ethos, unsurpassed commitment to our clients and our highest quality standards, we outperformed any previous level of customer satisfaction and brand preference. Despite the fragile economic background which impacted our net profits, we achieved to maintain a stable and professional working environment for our people, as reflected on the employee satisfaction rates and the hiring of 184 professionals, contributing thus in reducing the unemployment of many young Greeks. Throughout the year we continued to invest in technology and human resources development; the integration of several IT systems in our business paired with management skills programs for our employees influenced tremendously our operational excellence. Moreover, strategic partnerships with cutting-edge technology corporations paved the way for niche products.
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During the years to come, important opportunities are expected to emerge. The privatization of state regional airports leads to additional demand of high-end and high-tech security services in the Transport sector. The continuous growth in the tourism industry is a further challenge for luxurious services. Considering these challenges, ICTS Hellas invests in pursuing excellence and measurable added value for company’s stakeholders. By concluding, I would like to sincerely thank all our stakeholders who value and trust ICTS Hellas. Our management is fully committed to their needs! Panagiotis Kambouroglou CEO, ICTS Hellas Executive Vice President, ICTS Europe
Panagiotis Kambouroglou
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Contents
06 14 20 01
02
03
Our Company
Financial
Project
Highlights
Highlights
Annual Report 2014
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28 36 40 04
05
06
Performance
Quality
2014
KPIs
Assurance
Highlights
ICTS
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Our Company ICTS HELLAS member of ICTS Europe Group, has been operating in Greece since 1987 providing security services at airlines, airports, ports, sea carriers and other high-risk and high-profile organizations. Based upon bespoke technologies, certified and highlytrained manpower, compliance with demanding security standards and quality service, ICTS has become long-term partner of the Athens International Airport (AIA), the HCAA state airports as well as of the U.S. and Canadian air carriers in their flights from and to Athens. Stemming from its expertise in aviation security ICTS has gained leading position in the maritime security market as well, having established a working partnership with all major ports in Greece.
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TODAY ICTS Hellas operates 30 stations and implements more than 50 different projects in ports, airports and businesses throughout the country, employing more than 900 security agents. ICTS subsidiaries in Cyprus, Germany and
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Albania operate also under the management of ICTS Hellas.
ICTS is certified by the (ex) Ministry of Mercantile Marine, Aegean & Island Policy as Recognized Security Organization for the development of Port Facility Security Assessments and Security Plans and by the Ministry of National Defense for the safe handling of confidential information.
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The company has also received certifications for the Quality of Products and Services (ISO 9001:2008 & ISO 27001) as well as for the Health and Safety of its Workers (OHSAS 18001:2007).
In 2008 ICTS was honored, by the European Foundation of Quality Management ( E F Q M ) - Greek Management Association ( H M A ) , as the first company in its industry in Europe for business excellence (European Excellence Business Award).
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ICTS
Our Vision
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Annual Report 2014
Be the leading provider of security services to high-end, demanding environments.
ICTS
Our Mission
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Annual Report 2014
Enhance total value for our stakeholders through service excellence and innovative solutions.
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Our VALUES I
NNOVATION
C
OM M I T M E N T
T
EA M W O R K
S
u stainability
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Annual Report 2014
We set new standards in the fast-paced security industry. We insist on continuous improvement though anticipating change and adapting to it 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 We operate in a transparent and cooperative mode, promoting team spirit and free flow of ideas 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
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Annual Report 2014
02 Financial
Highlights
ICTS
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02 Financial
Highlights
Including the financial results of ICTS Cyprus as verified by assigned Chartered Accountant
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Turnover (Total Sales)
2014: 2013:
€ 9.671.560 € 8.982.747
€ 688.813 + 7,1% Credit worthiness IBHS Credit Score:
Gross Margin
Α+ 2014: 22% 2013: 22%
the only company in the security industry
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Sales per Industry
2014
AIRPORT
75.2%
ΜΑRΙΤΙΜΕ
15.4%
ΑΙRLINES
8.2%
GENERAL
1.1%
AIRPORT: € 7.040.342
ΑΙRLINES: € 769.490
ΜΑRΙΤΙΜΕ: € 1.442.933
GENERAL: € 104.448
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Sales per Industry
2013
AIRPORT
84.7%
ΜΑRΙΤΙΜΕ
6.9%
ΑΙRLINES
7.1%
GENERAL
1.2%
AIRPORT: € 7.441.883
ΑΙRLINES: € 626.215
ΜΑRΙΤΙΜΕ: € 610.882
GENERAL: € 104.448
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03 Project Highlights
ICTS
03 PROJECT Highlights
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Number of Passengers Serviced:
1.773.170 Number of Passengers per Activity: OFF-AIRPORT AIRLINES
21%
1% 43%
35% SCHENGEN
AIRLINES: 378,990
CRUISES
Off-Airport: 17,526
Cruises: 755,147
Schengen: 621,507
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CFU
Airline Passengers by Airport:
SKG
5,191
KGS
14,970
ATH
252,711
RHO
24,685
HER
71,343
JMK
6,980
AOK
4,815
JTR
2,509
CFU
8,160
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SKG
ATH
JMK
KGS
JTR RHO AOK
CHQ HER
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Extra Schengen Passengers by Port: KOS 569,063
LEROS 856
AMORGOS 746
NAXOS 723 IGOUMENITSA
PATMOS 500
MYKONOS
500
PATRA
Cruise Passengers by Port: PORTS PAX
PORTS PAX
PORTS PAX
NAXOS 723
PAROS 6700
AMORGOS 978
MYKONOS 570,000
IGOUMENITSA 1320
KOS
THESSALONIKI 17,000
PATMOS 102,679
SAMOS 13,001
LEROS 856
44,890
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THESSALONIKI
AIGIO
SAMOS MYKONOS PATMOS PAROS
NAXOS
AMORGOS
LEROS
KOS
ICTS
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04 Performance
KPIs
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04 Performance
KPIs
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Sustainable Value Creation
2014
22%
12%
GROSS MARGIN
2013
INDIRECT COSTS AS PER REVENUE
13.1%
22%
INDIRECT COSTS AS PER REVENUE
GROSS MARGIN
138 DSO
60 DSO
Customer Satisfaction Rate*
* Participation >95%
2014
2013
3.86 /4
3.56 /4
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Customer Evaluation Quality Performance
Brand Reference
2014 3.79 /4
3.85 /4
3.65 /4
3.68 /4
2013
0
administrative & contractual fines in either 2013 or 2014
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Customer Intimacy
2014
2013
98.40%
94.80%
Percentage of cbt/tsa training
100%
100%
ICTS RECOMMENDATION LETTERS
100%
95%
Drill & system test success rate at first level
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Employee Engagement
2014 0.67%
Abscence rate
1.70%
Sickness rate
0.00%
Employee turnover (hp/lp)
100%
Management & aia staff developmental plan
2013 0.50%
Abscence rate
1.30%
Sickness rate
6.30%
Employee turnover (hp/lp)
100%
Management & aia staff developmental plan
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Employee Satisfaction Rate*
138 3.90 /5
Employee Recruitments
109 4.30 /5
* Participation >70%
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05 Quality Assurance
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05 Quality Assurance
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ICTS Hellas has been certified for the quality of its services, for the health and safety of its employees and for the information security management.
Today ICTS Group’s commitment to quality is demonstrated by obtaining the following certificates: ISO 9001: 2008
EN ISO 27001: 2013
OHSAS 18001: 2007
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06 2014 Highlights
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2014 Highlights
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1 Icts Hellas Re-Awards A Contract For The Provision Of Passenger And Baggage Control To Athens International Airport At Extra - Schengen Area.
2 Ports of Patra and Kalamata contract ICTS Hellas for installation and operation of port security systems.
ICTS Hellas is contracted by Igoumenitsa Port Authority to provide security screening of passengers, vehicles and cargo to seagoing vessels obliged to comply with the ISPS Code.
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6 As part of Groupe Sofinord, ICTS Europe joins forces with its sister Group, Armonia Services, a major multiservice player in businesses offering Meet & Greet and Reception Services, Front of House Welcoming and Overall Management, Concierge Services, Facility Management, Call Center and Document Management.
4 ICTS HELLAS IS RE-AWARDED BY MYKONOS PORT THE FACILITY SECURITY AND ΤΗΕ PROVISION OF K9 SERVICES.
5 The company offers security services in 10 international airports and 20 ports and ports facilities nationwide; holding the leading position in the Greek maritime security market.
HELLAS
107 Vouliagmenis Ave. 166 74, Glyfada Τ. +30 210 96 16 363 F. +30 210 96 15 238 info@icts.gr www.icts.gr