Emerging technology: Delta biometrics
- 1. Delta & Biometrics KatherineEdwards, Clay Henry, Pynshailang Nongsiej, Leia Peek, and Pinaki Mukherjee
- 2. ❑ Founded March2, 1925, Macon, GA ❑ Major Airlines of the United States with 9 Hubs ❑ Atlanta’s largest total passengers and the number of departures ❑ Ranking: 2nd world's largest airlines by the number of passengers carried, revenue passenger, flew, and fleet size ❑ Adopted an aggressive strategy in 1990 ❑ Year 2000, Net Income over $1 Billion with $117 million passengers record ❑ Year 2018, Launched the epic, first-ever facial recognition biometric terminal - Emerging technology.
- 3. The Launch ofFacial Recognition Biometric Terminal, 2018 https://www.youtube.com/watch?v=E8TXJ1OFQoM&authuser=0
- 4. Strategic Alignment ofBiometrics ❑ Delta’s alignment between their IS strategy and their business strategy is getting better and better. The facial recognition is a prime example of how their IS strategy matched well with the business and organizational strategies to create a competitive advantage. ❑ In regard to the RBV, Delta did indeed create value by using IT by implementing this new system to create more satisfaction and competitive advantages among airliners. ❑ Delta has improved their technological advances and alignments within their organizations strategy that has generated more profit for the company. As time progresses, they are getting more and more innovative.
- 5. Business Process &Biometrics ❑ Goal of biometric technology implementation: ❑ streamline customer experience ❑ Business Process Most Impacted: ❑ Customer journey, experience, & satisfaction ❑ Decrease boarding time ❑ “Curb to Gate” with ease ❑ Fingerprint rather than boarding pass ❑ Decrease # of times show passport ❑ Passenger benefit: 1 less thing to worry about ❑ Employee benefit: more time for meaningful interactions with customers
- 6. Impact of Biometricson Customer Journey, Experience, and Satisfaction ❑ Biometric Touchpoint: ❑ Saves an average of 2 seconds per customer during boarding ❑ Average of 9 minutes when boarding a wide body aircraft ❑ Metrics / Customer Feedback ❑ 70% of passengers found curb to gate facial recognition appealing ❑ 72% of passengers prefer facial recognition to standard boarding ❑ When given the option to opt out of the biometric process, less than 2% of passengers do so
- 7. Detailed overview ofBiometrics ❑ Biometric Technology- technologies that utilize biological features to identify an individual, including: ❑ Fingerprint scanning ❑ Facial recognition ❑ Voice recognition ❑ Less used: retina or palm-vein scanning ❑ Previously utilized in criminal investigations and national security, with growing use in tech-centered industries like smartphones ❑ Delta Airlines, Inc. is leading the airline industry in utilizing biometrics to streamline the customer experience, implementing biometric identification systems to seamlessly move passengers from check-in to boarding
- 8. Impact of BiometricImplementation ❑ Facial-recognition have 35% error rates, at the airport ❑ Certain systems perform worse with black people, and women ❑ The possibility that computer glitches will crash the systems
- 9. Faces of OurFuture - What we should know about Facial Recognition https://www.youtube.com/watch?v=y9NeghAhMic&authuser=0
- 10. Biometric Systems -Pros and Cons PROS ❏ Increase the reliability and security for their customers. ❏ Works with physical traits (i.e., fingerprints, retina, and others) serve accurately anywhere, anytime. ❏ Credentials are with you forever ❏ Best ROI because one biometric device can keep track all employees in a company ❏ Being your own security credentials with no complex password is flexible ❏ Saves time and money CONS ❏ Non-changeable - Problem if hacked ❏ Error Rate - When it accepts unauthorized person, reject authorized person, and higher in cold places ❏ High cost compared to traditional system ❏ Causes delay when encounter scanning difficulties esp. For disabled people ❏ Unhygienic - Using fingerprint scanner share germs with other passengers ❏ Additional hardware integration - Hard to manage, costly, inconvenient and complex
- 11. Strategy to Architectureto Infrastructure Strategy ❏ Increased customer satisfaction ❏ Increased security ❏ Higher profitability Strategic Goals ❏ Faster: Check- in < 2 minutes, Boarding < 6 seconds ❏ Easier ❏ Less error: less than 2% ❏ Reduced expenses: 1-2% lesser Business Requirements ❏ Access to database with traveler photos and info ❏ Compare existing photo with current photo ❏ Correlate traveler's flight info with photo Infrastructure ❏ Upgraded check-in and boarding terminals fitted with camera ❏ Connection to CBP server system ❏ CBP system provides service for image recognition Architecture ❏ Storing and retrieval of traveler data (photo and info) from databases ❏ Mechanism to recognize a traveler based on their photo
- 12. Architectural Principles Principle Howit Applies to the current architecture User-friendliness Needs to be user friendly and intuitive to work for all travelers. Scalability Needs to be scalable to allow for system expansion. Real-time response Needs to perform the required checks in a matter of a few seconds. Data security Needs to protect personal information of travelers from unauthorized access. Data quality Needs correct information and picture of the travelers in order to perform a reliable check. Data privacy Cannot store photos (both pst and current) of travelers, as required by the law. Robust and error resilient Needs to be able to function as a whole even when certain components are not working. Buy rather than build Due to law prohibiting storage of photos by airlines, needs to purchase a service from CBP which has access to photos and can perform facial recognition on them.
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- 14. Project Funding andCosting Method ❏ Funding methods used: ❏ Corporate Budgeting for installation ❏ Chargeback Payment for CBP service ❏ Total Cost of Ownership: ❏ Costing method for project ❏ Includes initial capital investment, plus the following recurring costs. * Service from CBP * Tech support * Maintenance * Retirement, etc.
- 15. Conclusion ❑ Delta AirLines, Inc., typically referred to as Delta, is one of the major airlines of the United States and a legacy carrier. ❑ Delta Air Lines, Inc., typically referred to as Delta, is one of the major airlines of the United States and a legacy carrier. ❑ The main goal for the implementation of biometrics as an innovative solution was to streamline customer experience. ❑ The main strategies driving the adoption of biometrics technology by Delta Airlines include providing increased customer satisfaction, providing increased security and higher profitability.
- 16. References ❑ https://news.delta.com/blueprint-future-how-delta-driving-industry-change-international- travel-biometrics ❑ https://news.delta.com/delta-launch-first-biometric-terminal-us ❑https://www.fastcompany.com/90274113/heres-a-look-at-delta-air-lines-all-seeing-face- scanning-biometric-terminal ❑ https://www.cbp.gov/frontline/cbp-biometric-testing ❑ https://news.delta.com/delta-climbs-fast-company-s-most-innovative-companies-rankings ❑ https://news.delta.com/delta-expands-optional-facial-recognition-boarding-new-airports-more- customers