Airport IT&T 2013 Massimo Gentile

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  • 1. Passenger Flow Analysis: Experiences at Genève Aéroport Massimo Gentile Head of Information and Communication Technologies Genève Aéroport
  • 2. Passengers Flow Analysis: experiences at Geneva Airport Airport IT&T 2013 Copenhagen, 26-27 November 2013 Massimo Gentile – Geneva Airport
  • 3. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 3
  • 4. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 4
  • 5. Fixing the context Check-in Bag drop Security Take off Emigration External Gate Immigration Baggage pick-up Land side © Genève Aéroport 2013 Position Runway Turnaround Landing Air side 5
  • 6. Fixing the context Complexity of processes  These processes are complex but, generally, well controlled  Sometime the whole process can be blocked by one single event Weather Lost baggage Late passengers Technical problems Strikes …. © Genève Aéroport 2013 6
  • 7. Fixing the context Traffic growth  Airport passengers traffic continues to increase GVA Passengers relationship  Relationship between Passengers and Airports is changing (or has changed!) Airports Passengers © Genève Aéroport 2013 Airlines 7
  • 8. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 8
  • 9. Passengers Flow Analysis: why it is important Improve operational efficiency ATSR: Airport Efficiency Excellence Award 2010-1-2-3 Source: www.zmescience.com © Genève Aéroport 2013 Airport Category < 15Mio Passengers 9
  • 10. Passengers Flow Analysis: why it is important Enhancing passenger experience Satisfaction Comfort Clearly Passenger is at the center of our concern © Genève Aéroport 2013 Attractive offers 10
  • 11. Passengers Flow Analysis: why it is important New and ancillary revenues ‘’Airports have been slow in realizing the benefits of building relationships with passengers’’ © Genève Aéroport 2013 11
  • 12. Passengers Flow Analysis: why it is important New and ancillary revenues Insure airport benefits from increasing volume of passengers Win-Win approach Benefits Airport © Genève Aéroport 2013 Passengers 12
  • 13. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 13
  • 14. Passengers Flow Analysis: why it is complex Unpredictable human behavior Processes with people are more complex to simulate than industrial processes Theory © Genève Aéroport 2013 Reality 14
  • 15. Passengers Flow Analysis: why it is complex Gain Passengers acceptance In many actions we need passenger cooperation • Make sense • Show added value • Overcome passengers stress scan © Genève Aéroport 2013 15
  • 16. Passengers Flow Analysis Passengers Flow Analysis Why it is Important Why it is complex © Genève Aéroport 2013 • Operational efficiency • Passengers experience • New and ancillary revenues • Win-Win approach • Unpredictable human behavior • Gain passengers acceptance 16
  • 17. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 17
  • 18. Passengers Flow Analysis at GVA Geneva Airport operates in a very limited environment • • • • Operations at full capacity increase risks Challenge to meet future consumer demand Exploit airport’s commercial potential How manage the growth? Ambitious development program © Genève Aéroport 2013 … 18
  • 19. Passengers Flow Analysis at GVA  PFA is a driver of our Innovation Program IT trends: Operations and Innovation Operations oriented 1 2 3 4 5 Innovation oriented GA Geneva Airport Strategy / Vision Cost and Revenue Control Information Technologies © Genève Aéroport 2013 Operational Efficiency Airport Image Passenger Experience 19
  • 20. Passengers Flow Analysis at GVA  PFA is a driver of our Innovation Program Dream Innovation Pragmatic © Genève Aéroport 2013 20
  • 21. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 21
  • 22. © Genève Aéroport 2013 Baggage handling Check-in Parking Departures Arrivals Bus transport Boarding Bus transport Landing Boarding Focus Lounge Shops – B&F Security control Departures Lounge Shops B&F Security control Baggage handling Check-in Parking Passengers Flow Analysis: GVA initiatives 22
  • 23. Data collect Data processing Passengers Flow Analysis: GVA initiatives App1 WiFI © Genève Aéroport 2013 Bluetooth App2 App3 Camera App4 Scan 23
  • 24. Passengers Flow Analysis: GVA initiatives Indoor Geo-localization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 24
  • 25. Counting Passengers Indoor Geo-localization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 25
  • 26. Counting Passengers  SwissCamera 3D + BlueFI © Genève Aéroport 2013 26
  • 27. Counting Passengers © Genève Aéroport 2013 27
  • 28. Counting Passengers : IN F E A+B C+D © Genève Aéroport 2013 28
  • 29. Counting Passengers : OUT F E A+B C+D © Genève Aéroport 2013 29
  • 30. Counting Passengers  Example of a week’s data (September 2013)  Very accurate data: o SwissTraffic VS Official GVA data < 0.8 % © Genève Aéroport 2013 30
  • 31. Security Waiting Time Indoor Geo-localization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 31
  • 32. Security Waiting Time   Passengers tracking system o Bluetooth and WiFi technologies o Can be rolled out to include other parts of the terminal (arrivals, retail, boarding and other processes) Complexity of the GVA security queuing © Genève Aéroport 2013 32
  • 33. Security Waiting Time Average sample 30% of all Passengers © Genève Aéroport 2013 33
  • 34. Security Waiting Time Go through security Estimated waiting time:5’ © Genève Aéroport 2013 34
  • 35. Security Waiting Time  GVA expectation on the project : an accurate indication of waiting time for the airport (performance measurement, SLA, etc.) ; an indication of waiting time for the passengers; a variation of waiting time in order to anticipate the configuration of the security control © Genève Aéroport 2013 35
  • 36. Indoor Geolocalization Indoor Geolocalization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 36
  • 37. Indoor Geolocalization  Pilot project with Mobility Services Engine (MSE) with Location Analytics Cisco WLAN Controller Wireless Network MOBILE USERS Typical Traffic Paths Dwell Times By Zone Based on our Pro WiFi infrastructure © Genève Aéroport 2013 37
  • 38. Indoor Geolocalization Bring me there Show me on map © Genève Aéroport 2013 38
  • 39. Airport iTrack Indoor Geo-localization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 39
  • 40. Airport iTrack  When BCBPs are scanned (or printed) at the airport, a number of fields are stored in a DB for reporting and analysis: o o o o o number of passengers boarded by flight; time analysis between scan points, for example: • from airport check-in to security; • from security to boarding; the time (before boarding) that the last passenger checked-in at the airport; Information about passenger flow, e.g. number of passengers per time interval; Percentages check-in on/off © Genève Aéroport 2013 40
  • 41. Airport iTrack  Geneva Airport proof of concept BI Dashboard Primary Data Processing iValidate SITA iTrack 2DBC Scan 2DBC Print & Scan Primary Data Sensors 2DBC Print & Scan Data Source - Priority Lane CSC Lounge (Shop) © Genève Aéroport 2013 - CUTE Check-in & Boarding - EZ check-in desks - EZ Boarding devices - CUSS Kiosks 41
  • 42. Airport iTrack © Genève Aéroport 2013 42
  • 43. E-commerce approach Indoor Geo-localization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Planned Automatic ID check Eservices Lounge Priority lane CUTE Check-in Eservices Prty. lane Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 43
  • 44. E-commerce approach  New relationship between Passengers and Airports Yesterday Today Aiports Passengers © Genève Aéroport 2013 Airports Airlines Passengers Airlines 44
  • 45. E-commerce approach  Enhancing Passenger Experience o o o o Accompanying the Passenger through the airport process Providing tools to enhance Passenger experience (pleasure) Allowing the Passenger to control better the time spent at the airport Giving the economy class, business passengers an opportunity to benefit from airport « upgrade » services © Genève Aéroport 2013 45
  • 46. E-commerce approach © Genève Aéroport 2013 46
  • 47. E-commerce approach  The E-commerce platform will be completely integrated to a CRM tool  B2C DB in order to communicate directly with passengers Emailing campaigns Newsletters CRM Special offers Surveys Feedbacks Etc. © Genève Aéroport 2013 47
  • 48. Dashboard and KPI Dashboards / KPIs Indoor Geo-localization EZS interface Waiting time Manual Manual Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 48
  • 49. Dashboard and KPI Geneva Airport Dashboard Counting Pax Ecommerce Waiting time Events …. GA-OPS Real Time Data Get data «real-time» to build our own KPIs © Genève Aéroport 2013 49
  • 50. Agenda Fixing the context Why Passengers Flow Analysis is important? Why Passengers Flow Analysis is complex? Passengers Flow Analysis in GVA Main initiatives in GVA Conclusion © Genève Aéroport 2013 50
  • 51. Conclusion Indoor Geo-localization EZS interface Manual Passengers Flow Monitoring Waiting Manual time Counting Pax Passport LSR Eservices parking Parking system Parking BP Scan Self bag drop CUSS © Genève Aéroport 2013 Eservices Prty. lane Automatic ID check Eservices Lounge Priority lane CUTE Check-in Receipt printers BP Scan Bag drop Security Self QBG CUTE Shops Departures control B&F Document check Lounge Boarding 51
  • 52. Data collect Data processing Conclusion App1 WiFI © Genève Aéroport 2013 Bluetooth App2 App3 Camera App4 Scan 52
  • 53. Data collect Data processing Conclusion Application WiFI © Genève Aéroport 2013 Bluetooth Camera Scan 53
  • 54. Conclusion NO © Genève Aéroport 2013 YES 54
  • 55. Conclusion massimo.gentile@gva.ch Check also Genève Aéroport on Facebook : http://www.facebook.com/aeroport.geneve YouTube : http://www.youtube.com/GeneveAeroport Web: http://www.gva.ch © Genève Aéroport 2013 55