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The Airport ITTrends Survey  2011                 Executive summary            2011      A joint ACI, Airline Business    ...
ForewordThis year marks the eighth annual Airport IT Trends Survey, delivered in partnership byAirline Business, the Airpo...
Purchase the full analysis at                                                            
74%                                   Respondents this year have ranked “improving customer                               ...
Purchase the full analysis at                                                                                             ...
60%                                       Services on mobile devices and via Social Networks are set to                   ...
Purchase the full analysis at                                                                         www.flightglobalshop...
71%                             Airports are beginning to utilise passenger flow monitoring                           tech...
Purchase the full analysis at                                                                                             ...
Verbatim ResponsesThe statements below have been selected as they reflect issues or projects frequentlymentioned by all re...
Purchase the full analysis at                                                                  www.flightglobalshop.comMet...
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Airport IT Trends Survey 2011[1]


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Summary of the latest Airport IT Trends Survey (2011)

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Airport IT Trends Survey 2011[1]

  1. 1. The Airport ITTrends Survey 2011 Executive summary 2011 A joint ACI, Airline Business and SITA survey
  2. 2. ForewordThis year marks the eighth annual Airport IT Trends Survey, delivered in partnership byAirline Business, the Airports Council International and SITA, tracking key technologytrends.The survey covers airports representing around 43% of total passenger traffic andincludes more than two-thirds of the top 100 airports by revenue. The continued strongresponse illustrates the value of the survey’s global benchmarking to the industry.Alongside the traffic recovery seen in 2010 airports increased their IT&T spend as apercentage of overall revenues. And while the pace of the economic recovery remainsuncertain, airports still expect their IT spend to increase in 2012.The survey shows top investment priorities focus around improving customer service,with passenger self service remaining a key part of airports’ investment strategy. In linewith this strategy, airports continue to invest in mobile services for their passengers.Similarly, social media integration to support customer service also remains important toairports.Other priority investment areas include improving airport operational efficiencies, notablythrough real-time resource management and passenger flow monitoring systems. Manyairports also plan to invest significantly in IT infrastructure upgrades to leverage thesenew technologies.This booklet provides a breakdown of some of the headline findings from this year’ssurvey and we would like to thank all of those airports and airport operators for takingthe time to complete the survey and for your continued support of this key benchmarkingsurvey.To purchase the full survey, go to You can also keep up to datewith all of our IT&T industry coverage online at Kingsley-Jones Angela Gittens Francesco ViolanteEditor Director General Chief Executive OfficerAirline Business ACI SITA 2 | The Airport IT Trends Survey | 2011
  3. 3. Purchase the full analysis at www.flightglobalshop.comManagement & Strategic Issues ❯❯81%of airports expect the Despite sustained economical pressures, airports are taking a long-term view in terms of investments in IT and Telecom (IT&T). They are increasing their spend in readiness for futureIT&T spend to demand. The survey shows that the airport’s average full yearincrease or of stay IT&T spend in 2010 has remained buoyant at 4.4% of revenue.the same in 2012 IT&T spend in absolute terms is expected to rise further in 2012. Reflecting a continued positive outlook for next year, 49% of survey respondents expecting their spend to increase, while 32% expect the budgets to stay the same in 2012. Total IT&T spend as % of Outlook for 2012 revenue 6% 19% 49% 4.4% 4% 32% 2% Increase Decrease Stay the same 0% 2007 2008 2009 2010 Base: Those respondents answering - unweighted 2011 | The Airport IT Trends Survey | 3
  4. 4. 74% Respondents this year have ranked “improving customer service” as the No 1 driver for new technology investments. Reducing cost of business operations was ranked lower thisof airports plan toinvest in refreshing year but remains a high priority for most airports (46%).their IT Improving airport safety and security also remains a topinfrastructure by investment.2014 Airports are moving forward with investments projects, often starting with pilots or R&D programs, rather than major investments. Mobile services investments for passengers and staff continue to top the airport investment priority list. The survey also suggests that almost 6 out of 10 airports are planning major investments to upgrade their existing IT infrastructure. Top IT investment drivers IT&T investment programmes in the next 3 years Top priority Major programme R&D/pilot No plans Providing mobile (data-capable) Improving 35% 49% 15% device based services for staff customer 63% service Offering mobile device 28% 52% 20% based services for passengers Refresh of IT infrastructure 59% 15% 26% Improving (LAN, WAN, CAN)airport safety 53% and security Integrating electronic documents (e.g. boarding passes, bag tags) 23% 47% 29% Integration of social networking Reducing 22% 44% 34% functionality for passenger service the cost 46% of business IATA Passenger fast operations 23% 41% 36% travel (end-to-end self service)4 | The Airport IT Trends Survey | 2011
  5. 5. Purchase the full analysis at www.flightglobalshop.comPassenger Operations ❯❯78%of airports plan to Passenger self-service continues to grow and is still expanding. Adoption of check-in kiosks has already reached very high global penetration. Despite the high levels of adoption, theincrease the number vast majority of airports (53%) are still planning to increase theof kiosks they deploy number of check-in kiosks, while others plan to introduce more(for any usage) kiosks for alternative usage (25%) such as self-scanning of documents and flight transfer. Airports also plan to extend the self-service concept to other passenger touchpoints to help improve performance and speed of passenger handling throughout the airport. The adoption of e-gates is still in its infancy, with current implementation under 10%. However, airports continue to show interest in introducing e-gates by 2014 to reduce queues and speed up passenger processing, with the largest airports leading the e-gate adoption. Common bag-drop locations also beginning to feature on the airport self-service wish list. Over the next three years, 47% of airports plan to implement common bag-drop locations. Strategy for kiosks Self-service investments 3% 9% Already done By 2014 No plans 13% 53% Kiosk for self-scanning 44% 26% 31% of documents 25% Kiosk for flight transfer 24% 28% 48% Increase total number of common use check-in kiosks e-gates for check points 9% 33% 59% Increase total number of common use kiosks for other usage (e.g. transfer, bag claim, info services, etc.) We do not have common use kiosks and do not e-gates for self-boarding 35% 62% plan to imprement common use Keep total number of common use check-in kiosks the same common bag-drop locations 47% 48% Keep total number of common use kiosks, but change their usage 2011 | The Airport IT Trends Survey | 5 Reduce the number of kiosks 1%
  6. 6. 60% Services on mobile devices and via Social Networks are set to support the airport’s customer service vision. Airport provision of services to passengers’ mobile phones of airports want to target passengers are especially focused on easing and augmenting their journey with retail through the airport environment. Notification of flight status and promotions delays on passenger mobile phones remains at the top of the airports mobile investments. Utilising mobile phones to direct passengers around the airport is beginning to attract airport investments with 44% of respondents planning for such services by 2014. Airports also have a strong desire to offer retail services through the passenger’s mobile phone (60% with plans by 2014). Although the provision of services to passengers via Social Networks remains experimental for many respondents, the majority of airports are open to using Social Networks to provide enhanced passenger services. Most airports expect Social Networks to make a contribution as an additional communication channel. Investments in mobile Reason for using services for passengers social networks Already done By 2014 No plans Already done By 2014 No plans Notification Customer about flight 48% 33% 18% relationship handling 37% 35% 28% status/delays e.g. complaints Target Flight information passengers with 10% 60% 30% and operational 36% 37% 27%retail promotions updates Navigation to Disruption and gates/points 44% 51% emergency 26% 40% 34% of interest updates 6 | The Airport IT Trends Survey | 2011
  7. 7. Purchase the full analysis at www.flightglobalshop.comAirport Operations ❯❯76%of airports have or Improving airport efficiency depends on the availability and intelligent use of information to optimise processes and make timely decisions. This requires systems and stakeholders to sharewill have systems information in real-time. The survey shows that 28% of airportsfor better real-time have already invested in business intelligence solutions forresource visibility real-time visibility and planning of resources, while another 48%and planning by plan to invest by 2014.2014 Real-time visibility of resources and assets at airports depends on the availability of data from across the airport. The respondents of this survey suggest that the two biggest challenges for improving business and operational intelligence is the current lack of data availability, and cite poor integration between disparate systems or the resistance of airport stakeholders to share data as the main barriers for adoption. Investments in business Challenges for the introduction of intelligence systems real-time resource visibility and planning Major barrier Rank 1 Rank 2 25% 28% Lack of integration amongst 20% 36% disparate system No plans By end of 2014 Lack of cooperation Already done 48% to share data 25% 25% amongst stakeholders Already done By 2014 Lack of automated platform and 18% 16% No plans data warehouse 2011 | The Airport IT Trends Survey | 7
  8. 8. 71% Airports are beginning to utilise passenger flow monitoring technology to optimise their resource utilization, enhance planning capabilities, and ultimately improve the passengerof airports plan toinvest IT solutions experience. 22% of this year’s respondents currently monitorto monitor passengers’ progress across the airports, but 49% have planspassenger flow e.g. to do so by the end of 2014.check-in wait times Reducing congestion is the primary motivation for adoptingby 2014 passenger flow monitoring solutions cited by 59% as the most important reason. Better resource planning through the utilisation and integration of passenger flow data is the most important reason for 43% of the respondents. Airports predominately use 2D bar-coded boarding passes to monitor the passenger flow today (69%), but various other technologies are being considered. Among the most popular technology choices are Bluetooth, Wifi or video analytics. Investments in passenger Reasons for implementing flow monitoring solution passenger flow monitoring Top priority 30% 22% Reduce congestions to improve 59% No plans passenger experience By end of 2014 Already done Integrate information with 49% other systems to improve 43% airport staff and resource planning Already done Reduce congestion By 2014 to increase non-aeronautical 34% No plans revenue opportunities8 |Base:Airportrespondents answering - unweighted The Those IT Trends Survey | 2011
  9. 9. Purchase the full analysis at IT Infrastructure 91% of airports have or Investments in Virtualisation are gathering pace. The survey confirms that airports are accepting the benefits of Virtualisation & cloud computing for their organization, as 9 out of 10 airports have plan to have already implemented or are planning to implement Infrastructure- infrastructure as-a-Service by 2014. virtualisation/ The focus is to introduce virtualisation technology where it can services bring cost benefits, with 6 out of 10 airports suggesting cost implemented by savings as the main reason for adoption. 2014 Virtualisation & cloud Top reasons for choosing computing strategy virtualisation and cloud Under evaluation Already done By 2014 No plans Generating 60% cost savings Infrastructure as a service/server and 16% 57% 18% 9% storage virtualisation Generating greater efficiencies/ improvements in 48% Software as a airport business service/application 22% 31% 27% 21% processes virtualisation Increasing implementationDesktop as a network 44% speed of service/desktop 25% 19% 27% 29% new applications virtualisation 2011 | The Airport IT Trends Survey | 9
  10. 10. Verbatim ResponsesThe statements below have been selected as they reflect issues or projects frequentlymentioned by all respondents in this year’s survey. Please note that these statements aredirectly taken from the survey responses and reflect the opinions/wording of our respondents.Major IT successes of the last 12 monthsl irport collaborative decision making; e-gates Al xpansion of business intelligence offering and beginning to adopt passenger customer E relationship managementl eployment of free public WiFi, WiFi at the gates, in-bound bag tag scanning Dl ew enterprise resource planning system, disaster recovery concepts and network security NMajor IT challenges over the last 12 monthsl nterprise resource planning implementation El Improve productivity and efficiency versus cost reductionl igration to cloud e-mail; building support for common-use implementation; working with M reduced budgetl Sales transactions at kiosks and bag tag print at kiosksFuture challenges in the airport IT environmentl he use of new technology such as cloud, social network and mobile service Tl ireless local area network roaming and connectivity on tarmac/outdoors, working stable W and with enough performance together with applications and mobile equipmentl he centralised airport operational control centre implementation with collaborative decision T making and business intelligence functions in co-operation with airlines and tenantsl assenger tracking, we are still looking to adopt a robust passenger tracking system within P the next 12-18 monthsTechnologies making the most impact on airport environments in the near futurel assenger self-service processing and location-based (geographic information system) P enterprise information systemsl nterprise resource planning – reduces multiple databases and conflicting data; streamlines E approval processes; and improves data integrity via stronger validationl obile devices, remote/self-service check-in Ml ocial media and collaboration – business applications and social technologies and their S intersecting. Those who do so first will gain a competitive advantage in at least the short term10 | The Airport IT Trends Survey | 2011
  11. 11. Purchase the full analysis at www.flightglobalshop.comMethodology Further AnalysisThe survey objectives are to monitor key IT trends within the airport industry including:l Management Strategic Issuesl Passenger Operations Processingl Airport Operations Securityl Successes ChallengesThe survey was first launched in 2004 and comparisons are made where appropriatewith previous surveys, although the sample may vary between years. Research isfocused on senior IT executives at the top 200 airport operators, with the aim ofpolling around a quarter of this group.A comprehensive 100+ page PDF report is available to purchase, this will includecommentary analysis covering all of the following survey questions:l Priorities for investment decisionsl Key technology investment trends in the next 3 yearsl Long-term strategy for implementing of virtualisation technologyl Evolution of self-service technology (including e-gates)l Strategy for mobile-based services for passengersl Plans for passenger processingl Plans for 2D Barcode Boarding Passes For further details: 2011 | The Airport IT Trends Survey | 11
  12. 12.