Pilot Company Customer Story

Challenge

By 2013, it became clear that its efforts to assess risks, provide team member training and create effective policies were struggling to keep pace with new requirements due to resource limitations and patchy risk and compliance awareness. 

Pilot’s existing reporting methods were underutilized, with the previous “Alertline” rarely being called. Investigations were often handled by operational leadership whose primary focus wasn’t case management. Pilot recognized this could lead to inconsistency, risking potential conflicts of interest and slowly eroding team member trust in the hotline system.

Outcome

To build a culture of compliance, Pilot invested in both internal resources and external solutions – including NAVEX One – to support its goals. A dedicated Ethics and Compliance Office was established and is currently led by the Deputy General Counsel of Corporate Compliance. Pilot rebranded the reporting hotline as the “PFJ Listens Integrity Line” and publicized its purpose throughout the organization via updated posters and publication of access by simply scanning a QR code.  

In 2021, the office created the Employee Relations Services (ERS) team to manage investigations, identify areas for improvement, and review every background check, ensuring greater consistency and compliance with EEOC guidelines. The compliance team has expanded and now includes dedicated team members across North America.

Results

Pilot’s dedication to building and scaling its risk and compliance program has delivered impressive results. In 2022 and 2023, it achieved over 99% team member completion rates for its risk and compliance training courses. In 2024, it exceeded its even greater target of 99.6% completion despite launching over 20,000 compliance training modules. Using NAVEX One, Pilot has also experienced no backlog in third-party risk screening process, successfully vetting over 70,000 third parties each year.