Enabling the next generation airport at DXB

Enabling the Real Time Airportat Dubai InternationalMazhar Butt, Head of Service Delivery, Dubai AirportsMartin Bowman, Sector Director, Amor Group © Amor Group 2010

Agenda• Introduction to DA and Amor• Real Time Airport vision• Business case for real time service monitoring• Real Time Management principles• Real Time Monitoring technology overview• DA Service Delivery Measurement project• Future Real Time Airport developments• Conclusion

Amor Group Overview Scotland’s Largest Independent Business Technology Company• Public Services, Transport and Energy• Global clients• 500 + employees• Locations UK (6), Houston TX and Dubai• World leading experts on technology solutions for real time airport monitoring

Our Customers

DA and Amor’s Shared Vision

Why Real Time Service Measurement?• Manual PAX survey process is inaccurate and open to human error• Poorly managed queues creating negative perception of airport• Lack of analytical information on PAX flow around the airport impacting tactical and strategic planning• Increased times in queues means less time available for airside retail spend• Failure to meet airline or regulatory SLAs on queue wait times e.g. short transfer time

Decreased wait time = increased revenue „‟every minute a passenger spends queuing can, on average, cost an airport approximately €0.70 in revenue‟‟

Real Time Service MANAGEMENT• Before we look at MEASUREMENT• We must consider MANAGEMENT

Real Time MANAGEMENT• We need to MEASURE what we can MANAGE – UNDERSTAND the business drivers at each location (pinchpoint) – IDENTIFY how to react to pinchpoints – CONSIDER inter-relationships between pinchpoints, KPIs and measurements

Requirements to Measure Service Delivery• To measure the service delivery we need technology solutions that can – Count People/Passengers – Cumulative Count People/Passengers – Track Passenger Journey – Measure Passenger Process Time – Measure Passenger Dwell Time – Count Vehicles – Track Vehicle Journey – Track Trolleys – Predict Passenger Demand• Combine different measurements to derive Service Delivery Measurements

Basic Measurements/KPIs Per Pinchpoint• Queue Time• Length of Queue (Number in Queue)• Process (Transaction) Time• Flowrate/Area Capacity Although not all Many KPIs are often broken measurements are as when queue length is low important as others! AND flowrate is poor Length of Queue is very Situations like this do not dependant on Flowrate always alert management

Service Delivery ALERTING• Simple KPI alarm thresholds insufficient• Alarm management must be able to – Monitor “Normal” operations – Detect “Failing” operations – Provide e-mail/SMS alerts – Provide additional “Decision Support” information • What demand to expect • Other terminal influences• Alarm Management must – Help identify the failure point – Not “Overload” managers with alerts

Real Time Monitoring Technologies• No single solution exists that can satisfy all airport requirements• Airports must consider a measurement ecosystem based on their own passenger dynamics• In many cases external systems can be very valuable

Current Technologies• Bluetooth mobile device tracking• Video analytics• Thermal image counting• Infra-red beam break• External systems

External Systems Examples• Car Park Management • Boarding Gate Systems• RFID Vehicle Tracking • Baggage Handling• Check-in Systems System• Trolley RFID • Building Management• Immigration Egates System• Iris Scan (arriving • AOS Systems passengers) • Met System• Archway Metal Detectors • X-Ray Machines

DA Service Delivery Overview © Amor Group 2010

DA Service Delivery Management overview 105 Different Pinchpoints 406 Individual KPIs

DA business drivers• Service Development – Establishing and monitor airport wide service levels – Drive an increase in ACI scoring• Strategy – Increased analytical data on passengers flows – Feed data into Terminal Simulation tools• Terminal Operations – Real time information on passenger process bottlenecks – Enhance tactical resource deployment

DA Solution Overview Service Service JCR/AOCC JCR/AOCC Development Development Master Planning and Performance Analysis Operations Operations Historical Reporting Terminal Operational Terminal Operational Visualisation and Dashboarding DA Strategy DA Strategy Management Management Airport Airport Operational Service Delivery Measurement Data Warehouse Operational Systems Forecasts External Third Party Third Party Mobile Mobile Sensor Measurement Management and Data Integration Layer Systems Stakeholders Stakeholders Users Users Sensor Sensor Sensor Sensor Sensor Sensor Sensor Sensor Sensor Sensor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Extended Users Extended Users(eg DA Web Site,(eg DA Web Site, Salik Web Site) Salik Web Site) External Systems External Systems (eg Resource Planning (eg Resource Planning and Management) and Management)

Real Time Service Feeds

PAX Process Overview Dashboard

Multiple Terminal View

T3 PAX Demand Forecast Drill Down Detail

Real Time Workforce via Mobile Devices

Future Real Time Monitoring Solutions• Ability to discretely track WIFI signals on smartphones – Embedded within Bluetooth measurement system – Proof of concept due to commence at two major European airports• Human Recognition Systems – Long distance Iris scanning – Conceptually sound – Technology in pilot phase at LGW – Adoption likely to increase in 2012

Conclusion• The Real Time Airport of tomorrow can be achieved today• A range of technology solutions exist today that can add immediate value to your airport operations• Dubai Airport is leading the world in its holistic approach to Real Time Monitoring• The Real Time Airport principles shall be extended as a key enabler in DA‟s growth strategy

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Enabling the next generation airport at DXB

by amorgroup on Dec 02, 2011

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