Delivering the Next Generation Airport

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Alaistair Deacon, Chief Aviation Technologist at Amor Group, chaired Day 1 of the Operations and Management conference stream at PTE2012.

This is his opening presentation on putting the passenger process and related data at the heart of terminal and airside operations.

Central to this notion of the Next Generation Airport is enhanced collaboration and better use of technology to drive real operational improvements.

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  • We are faced with 2 main issuesFirstly our business model is brokenSecondly our customer processes and technology are unfit for the needs of our customersLets start with the industry business model that is definitely not smart!Built on an outdated bilateral system that restricts market access and limits consolidation Weakened by government taxationPlagued by mistrust due to the misalignment of cost and benefit The global airline industry has been in the red for 7 of the last 10 yearsAs our immediate customers is this a smart place for us to be ?There is no immediate easy fix
  • There have been successful incremental steps to improve customer experienceBut the Airport experience is often the most miserable part of the whole air travel experienceCumbersome and time-consuming airport processes frustrate the travellerSecurity is intrusive and inefficientDetecting metal is not addressing the threatCustomers treated with same level of suspicionImmigration and Customs officials create a first and lasting impression Check-in and transfer processes are wastefulBaggage a large issueNeed to move baggage off the airport At the root is the fact that all these activities take place in separate vertical silos, whilst our customer bumps roughly across the joins between themThese joins involve something we all dislike….Queues!And retail grabs what dwell time is left to generate revenueBoth our business model and our approach must change.
  • There have been successful incremental steps to improve customer experienceBut the Airport experience is often the most miserable part of the whole air travel experienceCumbersome and time-consuming airport processes frustrate the travellerSecurity is intrusive and inefficientDetecting metal is not addressing the threatCustomers treated with same level of suspicionImmigration and Customs officials create a first and lasting impression Check-in and transfer processes are wastefulBaggage a large issueNeed to move baggage off the airport At the root is the fact that all these activities take place in separate vertical silos, whilst our customer bumps roughly across the joins between themThese joins involve something we all dislike….Queues!And retail grabs what dwell time is left to generate revenueBoth our business model and our approach must change.
  • Similar for FAA NextGen: Airport CDM for turnaround management and integration to ATC.
  • The term Six Sigma originated from terminology associated with manufacturing, specifically terms associated with statistical modeling of manufacturing processes. The maturity of a manufacturing process can be described by a sigma rating indicating its yield, or the percentage of defect-free products it creates. A six sigma process is one in which 99.99966% of the products manufactured are statistically expected to be free of defects (3.4 defects per million). Motorola set a goal of "six sigma" for all of its manufacturing operations, and this goal became a byword for the management and engineering practices used to achieve it.
  • Both the model and the approach much changeWe have the technology and process knowledge to fix all thisNeed complete realignment of objectives between stakeholdersWith the customer at its centreProcess must flow across the silosTechnology applied across the experience Airport building must mimic this flow But rate of application of technology is too conservative and its application has been piecemealAirport technology needs modules that can be bolted togetherDeveloped through partnership, not on a contract basisairlines, airports, retailers and enablers We need vision, collaboration, customer-focused processes and the smart application technologyQuestion is the spend worth it ?. The cost of not changing is far more significantThe global travel retail market in 2010 was worth some US$39b Almost 50% of dwell time is absorbed by non-commercial processes at an opportunity cost as high as US$39bn per annum All parties must leverage their strengths and remove the barriers between themselvesImagine if we did remove the barriers between silos?Airlines could share information on customer travel patterns and demographics Retailers could share customer insight with airlinesRevenue sharing and ground fulfillment upon arrival could eliminate inefficient and expensive stock carriage on board aircraftAirports would invest in customer orientated technology to drive out wasted dwell timeTravel retailers would create breakthrough service experiences, matched to detailed demographics Cooperation could lead to a step change in retail income and cost reduction Imagine a future where the customer’s online booking, purchase, seat selection, API and biometric data are recorded well in advance, baggage is checked in advance upline, biometric data is used to confirm passenger ID, assess risk and linked to PNR, baggage and boarding passScanning occurs simultaneously and unobtrusivelyAll of this occurs in minutes freeing up time for the customer to dine or shop
  • A lot of industry Buzz about thisSita Talks: Amor delivers!
  • Delivering the Next Generation Airport

    1. 1. The Next-Gen Airport: Passenger processes at the centre of operations Alaistair Deacon Chief Aviation Technologist, Amor Group, UK
    2. 2. Airport operators are under increasingpressure to gain competitive advantage by improving customer experience for passengers and airlinesTo realise this goal, operators must achieve an integrated view of operations that joins up both terminal and airside processes
    3. 3. The state of our industry • Restricted market access and limited consolidation • Source of revenue instead of value creator • Uncoordinated supply chainProfitability • Misalignment of 20 Airline Industry Has Lost Money in 7 of the Last 10 cost and benefit Years 10 across the supply 0 chain -10 -20 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
    4. 4. Traditional Processes: Operations Departure DCS RMS Handling Traditional AODB Baggage Technology providers
    5. 5. Traditional Processes: Terminal Retail Security Customs Immigration Check in The passenger journey Technology providers
    6. 6. Current Initiatives: ACDM But where are my passengers?
    7. 7. Current Initiatives:Process Optimization Six Sigma = 3.4 defects/million Retail Aim is to remove variance in processes Security Customs ImmigrationHow do you remove passenger variance? Only 70-85% of flights on-time? Check in Average delay 15-20 minutes? Is Six Sigma the correct approach?
    8. 8. The Next Generation Airport Innovation & New Services Process Technology enabled Optimization Enhanced Customer Aligned stakeholders Perception Enhanced Safety & Passenger Centric Security Competitive Advantage New Revenue Streams Cost Savings & Efficiency New Technology
    9. 9. Tactical Management and Situation Awareness
    10. 10. Tactical Management and Situation Awareness
    11. 11. Tactical Management and Situation Awareness
    12. 12. Tactical Management and Situation Awareness
    13. 13. Integrating Airfield and Airport Collaboration Terminal Operations Database KPI Monitoring and Alarm Management Historical Reporting and BITerminal OperationalTerminal Operational Real Time Visualisation and Dashboarding Management Management Third Party Third Party Airport Airport Collaboration Database Airport Stakeholders Stakeholders Operational Operational Systems Forecasts External Mobile Mobile Data Integration and Sensor Measurement Management Layer Systems Users Users Sensor Sensor Sensor Sensor Sensor Sensor Sensor Integration Bus Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Extended Users External Systems External Systems Extended Users
    14. 14. Measure Forecast Integrate COLLABORATEVisualise Decide Do Monitor
    15. 15. 100 200 300 400 500 600 700 012:00:00 AM 1:15:00 AM 2:30:00 AM 3:45:00 AM 5:00:00 AM 6:15:00 AM 7:30:00 AM 8:45:00 AM10:00:00 AM11:15:00 AM12:30:00 PM 1:45:00 PM 3:00:00 PM 4:15:00 PM Importance of Forecasting 5:30:00 PM Oslo - 11Feb 2010 at 19:00 6:45:00 PM 8:00:00 PM 9:15:00 PM10:30:00 PM11:45:00 PM Recorded Tactical Forecast Tactical Forecast Stragetic Forecast Stragetic Forecast Stragetic Forecast
    16. 16. Measure, Integrate, Collaborate: Dubai 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)
    17. 17. The Next Generation Airport Classic “Plan, Do, Check, Act”"“In God we trust; all others must bring data.” W. Edwards Deming
    18. 18. The future importance! Dubai C3 Twenty A380 Stands
    19. 19. The future importance! Dubai C3 Three Transfer Areas Terminal Operations MUST be linked to Airfield Operations
    20. 20. Conclusions• Siloed solutions must be integrated• Traditional processes and technology solutions limit the growth of the Next Generation Airport• AODB must be augmented with the ACDB• A-CDM/NextGen need to be extended to include Terminal-CDM (T-CDM)• Measure passenger process in real time• Integrate, visualise and share with stakeholders Put the Passenger Process at the heart of the operation!
    21. 21. A Future Vision of Passenger Processes? 100% People Tracking in Real Time *My prediction: 2020 by Google
    22. 22. The Next-Gen Airport: Passenger processes at the centre of operations Alaistair Deacon Chief Aviation Technologist, Amor Group, UK Stand 5000 alaistair.deacon@amorgroup.com

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