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  • CommuniquSPRING/PRINTEMPS 2009 VOLUME 11, #1Bringing commissionaires together Rallier les commissionnaires

    Toll free/Sans frais: 1-877-322-6777 E-mail/courriel: [email protected] Website/Site Internet: www.commissionaires-ottawa.on.ca

    Commissionnaires Ottawa (Gatineau)721, boul. St-Joseph, Gatineau (Qc) - J8Y 4B6 Tl : 819-776-0004

    Commissionaires Ottawa (HQ/QG)24, ch. Colonnade Rd, Ottawa (ON) - K2E 7J6 Tel: 613-231-6462

    Employee Service Centre (ESC) now open!BY EMPLOYEES. FOR EMPLOYEES.

    613-688-5678 or [email protected]

    Le Centre de service aux employs (CSE)est ouvert !

    PAR LES EMPLOYS. POUR LES EMPLOYS.613-688-5678 ou

    [email protected] 4-5Photo credits:

    CFB Petawawa Base Imaging

    May 7-8, 2009: Help us support our

    military families!

    7-8 mai 2009 : Aidez-nous

    appuyer nos famillesmilitaires !

    PAGES 6-9

  • Message from the CEO

    2

    Commissionaires Ottawa remains stableand strong despite tough economic timesAs Canadas economic downturn spreads from coast to coast, Commissionaires is weathering the storm. Today,

    17 Commissionaires Divisions and an additional 22 regional offices are providing a wide range of Identification,Enforcement, Training and Security Solutions in communities across Canada. Of these, Commissionaires Ottawa isthe largest with Headquarters in Ottawa, one regional office in Gatineau and over 3,500 employees who report to about500 client sites.

    In the February 16, 2009 issue of the Ottawa Business Journal, Commissionaires Ottawa was ranked as the secondlargest private employer. Nortel came in first with 4,200 employees but we cant be sure this number still appliesconsidering the network equipment provider announced further layoffs at undisclosed locations the following weekand could not promise there wouldnt be more in the foreseeable future.

    With these and other layoffs impacting so many families around us and in some cases the family members ofcommissionaires within our ranks our companys rise to the top is nothing to brag about. However, we can certainlyacknowledge that Commissionaires Ottawa continues to do well despite tough economic times and be grateful for thefact that at the very least, 3,500 of us and 19,000 commissionaires across the country need not fear for our jobs.

    OUR MISSION: To provide security services that exceed our clients expectations by deployingthe very best disciplined, experienced and trained security professionals.

    Whether the economy is doing well or not, clients whoturn to Commissionaires Ottawa recognize the importanceof ensuring a secure environment. From background checkson employees to patrolling a facilitys perimeter, there is anever-present need in our communities to safeguard people,property and information. Its our specialty and weve beenboth diligent and proactive in the way we have grown andstrengthened our business over the years. Althoughcompetitors will continue to keep us on our toes, we havedone well to earn our clients respect and a good reputationin the industry. Moving forward, our ongoing commitment tofulfilling our mission will go a long way towards securing newor repeat clients and contracts.

    And, while other companies experience restructuring andcutbacks, Commissionaires Ottawa has held firm in anothercommitment to our social mandate which is the veryreason our company exists.

    It remains a source of pride that we continue to redirect96% of our revenues back to our employees.

    Our roots are strong. Our growth is healthy. Our peopleare our strength.

    In these tough economic times, thats something to smileabout.

    Captain (N) Paul A. Guindon (Ret'd)Chief Executive Officer

    This message first appeared in the March 2009 edition of E-bulletin, my monthly update to all employees about Commissionaires Ottawasmilestone achievements, challenges and next steps. (If you have missed an issue, please log on to our Employee Intranet athttp://intranet.commissionaires-ottawa.on.ca and access the E-bulletin archives from the Quick Links menu.)

    Ind

    ustr

    y-Le

    adin

    g Wa

    ges and Benefits

    OF OUR SALES

    REVENUE FLOWS

    BACK TO EMPLOYEES

    BusinessOverhead

  • Message du Chef de direction

    3

    Commissionnaires Ottawa demeure solide etstable malgr le ralentissement conomiqueTandis que la crise conomique se rpand aux quatre coins du pays, Les Commissionnaires tient le coup. 17 divisions

    et 22 bureaux rgionaux de Les Commissionnaires sont au service des communauts canadiennes, offrant une vastegamme de services didentification, dapplication des rglements, de formation, et de solutions de scurit dun ocan lautre. Commissionnaires Ottawa est la plus grande de ces divisions, avec un quartier-gnral Ottawa, un bureau rgional Gatineau et plus de 3 500 employs affects aux sites de quelque 500 clients.

    Ldition du 16 fvrier 2009 du Ottawa Business Journal classait Commissionnaires Ottawa au deuxime rang des plusimportants employeurs du secteur priv. Avec 4 200 employs, Nortel se classait au premier rang nanmoins, ce chiffresera confirmer puisque, une semaine plus tard, ce fournisseur dquipement de rseau a annonc une nouvelle ronde demises pied, sans toutefois divulguer les sites, et ne pouvait pas promettre que ce serait la fin des mises pied pourlavenir prvisible.

    Ce serait pour le moins dplac de vanter notre ascension au premier chelon tandis que ces mises pied et dautresaffectent tant de familles et, dans certains cas, les membres des familles de nos commissionnaires. Cependant, ce neserait pas du tout dplac de souligner la russite soutenue de Commissionnaires Ottawa malgr la crise conomique etde reconnatre le fait quau moins 3 500 commissionnaires dici et 19 000 commissionnaires lchelle nationale nontpas craindre pour leur emploi.

    NOTRE MISSION : Offrir des services de scurit nettement suprieurs aux attentes de nos clients endployant les professionnels de la scurit les plus disciplins, les plus chevronns et les mieux forms.

    Peu importe que le contexte conomique soit favorable ou prcaire, les clients qui font appel Commissionnaires Ottawareconnaissent limportance dassurer la scurit de leurs environnements. Quil soit question de vrifications desantcdents ou de patrouilles de primtre, la protection des gens, des biens et de linformation demeure un besoinconstant dans nos communauts. Cest notre spcialit et nous avons t diligents et proactifs dans notre approche lacroissance et au renforcement de notre entreprise au fil des annes. Bien que nos concurrents continueront nous tenirsur nos gardes, nous avons bien russi mriter le respect de nos clients et nous tailler une rputation enviable au seinde lindustrie. Pour ce qui est de lavenir, notre engagement soutenu lgard de notre mission contribuera normment

    notre capacit dattirer de nouveaux clients et de fidliser nos clientsactuels.

    Par ailleurs, tandis que dautres entreprises envisagent des mesuresde restructuration et de compression, Commissionnaires Ottawademeure fidle son engagement lgard de notre mandat social notre raison dtre.

    Le fait que nous continuons refiler 96 % de nos revenus nosemploys demeure pour nous une trs grande source de fiert.

    Nos racines sont solides. Notre croissance est vigoureuse. Notrequipe est notre force.

    Ce sont l dexcellentes raisons de garder le sourire malgr lecontexte conomique difficile.

    Salai

    res

    et a

    vant

    ages

    soc

    iaux

    au pre

    mier rang de l'industrieDU PRODUIT DE NOS VEN

    TES

    REVIENT NOS EMPLOY

    S

    Frais gnraux

    d'exploitation

    Paul A. GuindonCapitaine de vaisseau (Retrait)Chef de direction

    Ce message a initialement t publi dans ldition de mars 2009 de Cyberbulletin, la mise jour que je publie mensuellement pour tenir lesemploys au courant des dfis, des occasions, et des orientations futures de Commissionnaires Ottawa. (Si vous avez manqu une dition,n'hsitez pas consulter les archives de Cyberbulletin partir du menu Liens rapides de lIntranet des employs cette adresse :http://intranet.commissionaires-ottawa.on.ca.)

  • News

    4

    Back in the September 2008 issue of E-bulletin, theCEO announced that an Employee Service Centre (ESC)would soon be launched and that we had hired PamelaBryan to help develop, implement and direct it. The ESCofficially opened on February 17, 2009 and it was busyfrom the start.

    Pamela says, The ultimate goal of the ESC is toimprove employee satisfaction by offering a single point-of-contact for questions and services relating to pay,benefits, general administration and human resourcesissues. We have nine dedicated staff members who aredriven to answer calls, letters and e-mails with prompt andaccurate attention. The ESC exists to provide helpfulinformation and to fix any problems that relate to ourcompanys mandate and policies. If the nature of the callcannot be resolved on the spot, it will be escalated to aspecialist. Above all, the ESC is here to treat employeeswith respect.

    In recent months, Pamela has worked closely withvarious HQ departments to standardize, streamline andsimplify the ESC program while ensuring that it is tailoredto Commissionaires Ottawas culture and capabilities.From areas of call responsibility to phone technology,Pamela is overseeing a well-organized and sophisticatedprocess that ensures employees come first.

    Pamela explains, We have set up a call queue tomanage and report on incoming calls. We can monitor callactivity, employee wait time, incoming volume and staffperformance. When an employee calls, he or she will beplaced in queue and travel in sequence to the f

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