Streamlining 24x7 Operations and Crisis Response - TBI Case Study


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TBI abertis operates nine airports on three continents. The company had no efficient method of logging daily operational events and unforeseen crises. Employees were manually tracking events through a time-consuming management log, which was prone to human error, as well as difficult to update and share with other managers.

TBI searched for online tools for rapidly sending alerts to key staff in the event of an emergency, aid the team in quickly resolving the situation, and provide a way to log an accurate, real-time record of activities.

After an exhaustive search, TBI selected MissionMode's incident management and emergency notification system. This case study details how they are reducing the costs of routine and emergency disruptions.

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Streamlining 24x7 Operations and Crisis Response - TBI Case Study

  1. 1. ™ Smarter Notification • Integrated Incident ManagementCASE STUDYTBI AirportsStreamlining daily operations and crisis response with MissionModeBackground TBI, a division of abertis airports, is a principal company thatTBI, operator of eight international airports owns or operates eight international airports in Europe, theacross three continents, had no efficient method U.S. and Latin America. One of TBI’s largest airports is Londonof logging daily events. Employees were manu- Luton Airport, which handles over 9 million passengers eachally tracking events through a time-consuming year. Each airport has a control center used to coordinate ac-management log, which was prone to humanerror, as well as difficult to update and share with tivities across the facility.other managers. A fundamental task of the operations team throughout theChallenge day is to track “events” as they happen. An event could be asTBI searched for a program that would allow routine as a faulty door in the terminal or as important as a fullusers to immediately notify key staff in the event emergency.of an emergency, aid the team in fast resolutions,and employ accurate and rapid record keeping. Traditionally, a management log was kept using MicrosoftFinding a way to streamline the log process and Office tools. The log was then distributed to staff for infor-keep everyone informed of incidents in real-time mational purposes daily. At the end of each shift, staff wouldwould vastly improve the successful operation ofTBI’s airports. conduct extensive handover meetings to review the log. This approach was not only time consuming, but more importantly,Solution it was error-prone because information could get lost and wasAfter an exhaustive search, TBI selected Mission- not updated correctly.Mode’s incident management and notificationsystem. Operations managers can login to their Also, time/date stamps weren’t always captured and reportsMissionMode system at any time to see an over- were dated, since distribution only happened once or twice aview of the day’s operations, reducing the needfor detailed meetings between shifts. Head office day. This left the airport exposed in the event of an incident.staff can see activities taking place throughoutthe airports, from any location.Results “MissionMode radically reduces the time it takes toTBI users now have up-to-the minute tracking get an overview of an incident and take appropriateof events as they occur, landside and airside. Allevents are recorded in the MissionMode virtual action to minimise its impact.”command center and are accessible at any timeor location. Through MissionMode, TBI has the Bob Graham, Group Business Risk Manager, TBItools to run an efficient and safe operation. Page 1 of 4
  2. 2. CASE STUDYTBI AirportsTo improve safety and efficiency, finding a wayto streamline the log process and keep everyoneinformed of incidents in real-time was an importantrequirement.TBI also needed to implement a notification toolto rapidly notify key staff in the event of a crisis oroperational incident. Finding a system that met bothneeds was ideal.After an exhaustive search, MissionMode was select-ed as the incident management system at LondonLuton, Belfast International and Cardiff Internationalairports.Initial MissionMode Deployment The Situation Center incident management systemTheir MissionMode system was up and running aftera few days at each airport, and the benefits were im- Incident profiles and response plans can be pre-mediately achieved. TBI uses two MissionMode tools: defined in MissionMode, which takes the guess-work out of determining the steps required in the event of  The Notification Center™ alerts and notifies the an emergency. right personnel in the event of an incident.  The Situation Center™ incident management “Operational risk is an important aspect of everyday system is used to log events, coordinate the operations across TBI. With MissionMode, we can response, and ensure timely resolution. review events as they arise and make strategic and tactical decisions based upon good quality informa-With MissionMode, TBI users are able to keep a con- tion supplied by each operating facility.”tinuous log of events as they happen at each airport.Operations managers can log in at any time through- Bob Graham, Group Business Risk Manager, TBIout the day to see an up-to-the-minute overview ofthe day’s operations. MissionMode is also a notification tool. When an ur- gent incident occurs, an alert can be sent to the rightThis has significantly reduced the need for detailed personnel via phone, SMS text message, email, fax,handover meetings between shifts. In addition, it’s or pager. At the same time, the incident is loggedpossible for head office staff, such as risk manage- and team members use MissionMode to accessment and safety, to see activities across all airports relevant documents, assign and update tasks, andwherever they are located. resolve the incident. Page 2 of 4
  3. 3. CASE STUDYTBI Airports For this purpose, the information is entered directly into MissionMode in the Control Room, where all the flight and operations information and the CCTV feeds are managed and reviewed. The Control Centre staff has autonomy to direct people to hotspots (such as a baggage bottleneck), and management can review the status at any time by reviewing the activity in MissionMode. Timely, accurate management information Both local and remote management teams have“Notifying staff about an incident quickly is a critical easy access to detailed incident information, ensur-step in an emergency. MissionMode’s alert notifica- ing that the operations are running effectively andtion allows us to do this, as well as provide incident that the risk is being managed properly.managers with a way to communicate and resolve theincident from wherever they are located.” Templates for different types of scenariosBill Kitchen, Fire Services Manager Emergency notification, incident management andCardiff International Airport crisis communications needs are all predefined as templates. As soon as TBI is required to place staff on stand-by, the alert message is sent, and respondersWorldwide Deployment can begin mobilizing the response.After successfully using MissionMode for both inci- In addition, the Fire and Police departments are con-dent management and notification for more than a nected to the Situation Log, so they can contributeyear, TBI decided to standardize the use of Mission- and review what is happening in any given situation.Mode for all their operations worldwide.MissionMode is now deployed at airports in the UK,Sweden and the United States, as well as TBI’s headoffice in Spain. The system’s multi-lingual capabilityensures that people can communicate in both Eng-lish and local languages as needed.MissionMode UsageTBI’s system is set up for three major purposes:Everyday tracking of landside and airside eventsAs each event happens, it is identified and a logmessage is created. The Situation Log is a completeaudit record of everything that has happened in theairport. It’s an ideal mechanism for shift handoverand management reviews of operational activity atany time. When an important event happens and it’s Create templates to ensure a consistent responselogged, users can post it into the daily/weekly digestjust by forwarding the relevant messages. Page 3 of 4
  4. 4. CASE STUDY TBI Airports Results Each airport uses the Situation Center to track both routine and exceptional events that can effect operations. An audited log provides them with timely operations information to smooth the transition between shifts. Advice from experts both within TBI and outside the organization can be invited to assist in any situation and get up-to- speed quickly by viewing the incident log, thereby reducing the potential impact. “London Luton Airport management is successful About MissionMode when the staff can maintain control and respond to MissionMode provides online notification and events on the ground. MissionMode is an important incident management solutions to industry-leading part of our Airport Control Centre. It provides us with organizations across the globe. We help you respond a log of events during the day, which is distributed to incidents more quickly and resolve them more to operational management, and it provides an effectively. important audit trail of what has happened around the airport. MissionMode helps us keep ahead of the Our easy to use Notification Center sends alerts situation and close it down, often before it escalates. within seconds, but powerful features are available This saves time and money and ensures the airport when you need them. It also has unique capabilities operates smoothly.” such as alerts recorded in your own voice. Roger Koukkoullis The Situation Center is a virtual command center General Manager, Airfield Operations for coordinating any type of incident, from common London Luton Airport operational disruptions to major crises. It’s a secure hub for communications, documents, monitoring tasks, tracking team status, and more. With MissionMode, accurate and timely information is accessible at any time to everyone who needs it, Contact us to learn more ultimately resulting in increased airport safety and smoother operations. North America “When a crisis occurs, MissionMode is used as the 877.833.7763 (toll-free) principal tool for company communication. We have +1 312.445.8811 found that MissionMode radically reduces the time it International takes to get an overview of an incident and take ap- propriate action to minimise its impact.” +44 1494 837198 Bob Graham, Group Business Risk Manager, TBI© 2011-2012, MissionMode Solutions 052212 Page 4 of 4