Controlling a Growing International Airport

Cheryl Lynch
Manager Airport Systems

Summary
Dubai and many other airports are in a growth phase, expanding capacity, concourses/terminals etc. This means more people and assets to manage, more emphasis on optimization and more complex processes. This presentation will talk through some of these issues and discuss how integration can make all the difference - process, system and people, with a focus on systems.

Controlling a Growing International Airpo

Agenda
Context of a growing airport Key messages The big picture process integration The big picture technology integration Drilling down to the detail

Dubai - The growing airport

Concourse 1

Concourse 2

C3

Terminal 1

Terminal 3

AIRPORT ROAD

100.00

120.00

20.00

40.00

60.00

80.00

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020

0.00

12.3 13.5 16.0 18.1 21.7 25.8 31.9 36.7 43.0 47.5 51.7

Likely growth @ DXB

Dubai International Airport Growth

59.5

65 to 70 Million PAX Capacity @ DXB

55.7

Airport and Passenger growth - worldwide

Five Year Forecast Shows Rapid Growth in Asia and Central Europe Date: 31 October 2005 2005 - 2009 Forecast Summary: International Air Traffic Growth by Key Route Area
AAGR 2005-09 Passenger AAGR 2005-2009 Passenger
North Atlantic Trans Pacific Within Europe Within Asia Pacific Europe to Asia Pacific Europe to Africa Middle East to Europe Middle East to Asia Pacific N America to Latin America Within Latin America All International Routes 5.3% 5.8% 5.1% 6.8% 5.9% 5.7% 6.6% 6.7% 4.6% 4.2% 5.6%

Freight
4.6% 6.0% 4.1% 8.5% 5.7% 4.5% 5.1% 8.8% 3.7% 5.0% 6.3% Poland China Czech Republic Qatar Turkey 11.2% 9.6% 9.5% 9.2% 8.9%

Freight AAGR 2005-2009

China Qatar Sri Lanka Macao South Korea 14.4% 12.5% 12.2% 11.6% 10.7%

Source: IATA World Transport Statistics

Key Messages
Complexity Process efficiency Technology Depth and breadth INTEGRATION

Key elements of an international airport

BAGS
CARGO

AUTOMATION

FLIGHTS

PAX
(Passengers)

STAFF

EQUIPMENT OPERATIONAL
PROCESSES
(Ground services)

The Day of Operations integrated milestones

Milestone

20

Systems to control an airport Processesto control an airport

12 months
A I R P O R T
RMS Plan Resource Control budgeting DNATA CRM Contracts & SLAs Maintenance Ground equipment Management maintenance plan System (MMS) Standard operating procedures (SOP)

1 month
Resource RMS Roster scheduling system Stand Plan (all Stand/Gate airlines) (TBA) Planning Cargo Load plan Chameleon (Cargo) Nomad (ULD)

1 Day
Resource Time RMS Real allocation System Stand allocation Stand Management System (TBA)

Day of Operation
Airport Activity Control System 17 integrated operations (AACS) processes DMIS (AODB) Dynamic resource management RMS management StandReal Time System Time and Attendance System Passenger communication (TARS) Staff communication Stand management System Equipment maintenance (TBA) Events, process and flight Operational FIDS monitoring and management PDA Mobility Proactive decision making MMS BRS, BHS, DCS, Marhaba (M&A), GSE

Post Operation
DNATA CRM SLA management DMIS (AODB) Billing MMS Equipment AACS maintenance RMS Process improvement & optimisation Resource utilisation analysis Service recovery

A I R L I N E P A R T N E R S

PC-Airlfite Flight schedule EMPACS (Aircraft Aircraft maintenance) maintenance plan Crew Planning Equipment plan System (CRS) Crew /resource CORE (aircraft/ budgeting equipment planning) SOPs

MARS (pax Passenger forecasting) forecasts Chameleon Cargo Load plan Stand /Gate Stand Plan Planning ULD Plan Nomad Resource Crew Rostering scheduling system (CRS)

Crew Allocation Resource System (CRS) allocation CORE-Aircraft Stand allocation Allocation system

17 integrated operations AACS processes Time System RMS Real Dynamic resource management TARS Stand management System AircraftAircraft management Core - management ULD management Nomad, Flight planning Flightplanning (LIDO), DCS Flight planning WeatherSaturn, CBS Catering, management RMS, AODB, operations processes 17 integrated Passenger FIDS, PA system, dynamic signage Dynamic resource management Stand management Tow management ATC systems/Radar/VGDS Weather management X-ray, immigration, CCTV Aircraft movements Fuelling system Passenger security and border control Building Management System (sky trains, APM)

Performance EMPACS measurement AACS Aircraft maintenance RMS World Tracer Process improvement & optimisation Opera (MIS) Resource utilisation BRS analysis (RES) MARS Service recovery SLA management AODB Billing RMS Equipment maintenance Process improvement & optimisation Resource utilisation analysis

Resource RMS allocation Towing/Stand Tow plan system Weather planning ATC systems

The Day of Operations integrated milestones

Milestone

20

Drilling down to the detail Passenger Handling

Check-in

Immigration

Transfer

Lounge

Boarding

Arrival

Staff: Check in Agent, Immigration officer, Police, Boarding gate agent, etc. Equipment: Check in counter, boarding pass printer, passport reader, X-ray Passengers: Joining in Dubai, transferring from other airports, arriving in Dubai Aircraft: Flight number and seat configuration, available for boarding/deplaning Jargon: Flight close, Go Shows, PNR, EB Bags: Hand baggage, cabin/checked in baggage, excess baggage Operational Process: Check in, transfer, lounge, boarding, arrivals Automation: Departure Control System, Check in GUI, Kiosks etc..

Check In Process
Check-In
STD -120
Pax arrives at checkin No Flight to America? No Early checkin done? [1.8] Yes Goes to the common checkin area queue/ dedicated counter Pax arrives at checkin Only Handbag and (Skywards/ ATB/E-ticket) and willing to use kiosk?

Yes

Checkin at kiosk, Collects Boarding pass from kiosk Collects Boarding pass

Pax proceeds to immigration and boarding gates

Checks Travel documents (passport/Visa) [1.1]

Checks PNR, gets record locator details

Weigh bag/s,check other than H/B

Co-ordinates with EMACS if required for upgrades [1.3]

Print Bag tag, attach to bag and ticket

Checks seat preference, allocates seat

Ticket coupon/ ATB2 inserted in Boarding pass jacket

Conduct other checks

Checks seat preferences, upgrade authorisation

Checks Baggage Allowance, EB authorisation,FF Yes EB within limits? [1.4] No Negotiates with pax

Print Boarding pass

Hand over EB Coupon [1.6]

Resolved? Yes No Yes

Pax directed to vacant checkin counter [1.2]

Pax approaches ASO for waiver

No Still EB [1.5]

Prepares EB Ticket [1.6]

Collects cash/ swipes credit card (DN) [1.7]

Print Boarding pass

Mercator / Venkat / 02-10-2004

Check in Options
Check-in

Staff manned channels

Self service channels

PDA

Roaming

WWW

PDA

Out-stations Dubai Remote SMS

Kiosk

Behind the scenes the Departure Control System manages the transactions (MACS EK, Airline specific DCS or MACS for DNATA)

Increasing process automation

Multi-Function Counter Combines Self and Classic Check In

Improves staff efficiency Speeds up transaction time Frees up resources (equipment and staff) Improves WOW factor for brand Improves customer experience

Passenger Communication

Flight Information Display

Flight Information Display

Public announcements

Signage at check-in

Single source of flight information takes many forms at the airport

Check in Key Staff

Players
Superintendent

Role
Overall in charge of passenger services check-in, transfer and boarding. Responsible for check-in area Monitor check-in progress and re-deploy resources if required. Allocates resources using RMS

Current device
Radio

Future device
PDA

Duty Officer (1) Area supervisor (2) Allocator / admin (2)

Radio Radio, RTC screen

PDA AACS / RTC Screen

Screen RTC/ Radio/ Mobile Phone

Screens AACS, RTC/ PDA

Airline briefing centre (2) Flight Supervisors (volume) Check in Agents

Provides airlines specific instructions to the check-in agents as per the SLA Responsible for specific flights (equivalent to the dispatcher on ramp) Actual Check in of passengers

Radio, Mobile, manual documents Radio, Mobile

AACS, Share point PDA

PC, intercom

Tablet PC

Scheduling of resources
Flight Schedule ETHOS Interface
Basic Data Exceptions Overtime

Flight Data & Updates

PlanControl

RosterControl
Staff Requirements Demand Planning Review of Requirements Daily Staff Roster

RealTimeControl

Rostering & Management

Staff Attendance

Realtime Allocation

History Data
Forecast / History Data

Communication (DITES, Radio Data)

Time & Attendance

Are the staff where they should be?

QTU/Despatcher
Swipe Card Hand Geometry will help eliminate Fraudulent Sign-ins

Check-in
Hand Geometry

Concourse
Swipe Card

Transfer Desk
Swipe Card

Intranet Sign in1

Arrival / Baggage
Swipe Card

Is Check in on track?
AACS Future - Check-in View Department Functional Area Time Window Operational view : Passenger Services : Check-in counters : Current Time 10:30 AM : Check-in progress

Flight View Flt # Booked Load Started Counters Check-in Progress Status

PK0231 AI0096 QR0101 MH0156 IY0865

125 139 210 175 103

09:30 08:45 10:00 09:00 08:30

5 3 4 2 3

29% 67% 17% 38% 92%

What if it isnt?

The Day of Operations integrated milestones

Milestone

20

Boarding

Is there a Gate/Stand available?

Stand Planning
Concourse Gates Remote Gates Security CountersSeating Screening 2 152 2 152 3 234 2 150 3 171 3 176 YES 3 171 3 184 3 178 3 230 YES 3 170 YES 3 170 3 191 3 142 3 163 3 159 2 114 YES 2 115 2 104 2 104 3 124 3 152 YES 3 150 YES 2 110 YES 2 170 3 120 3 126 Security CountersSeating Screening 2 45 No 2 96 No 2 96 No 2 40 No 2 40 No 1 96 No 2 100 No 2 138 No 2 143 No 2 138 No 2 131 No 3 248 No 2 94 No 2 131 No 3 248 No

Bay No. Gate F1 1 F2 3 F3 5 F4 7 F5 9 F6 11 F7 13 F8 15 F9 17 F10 19 F11 21 F12 23 F13 25 F14 27 B1 2 B2 4 B3 6 B4 8 B5 10 B6 12 B7 14 B8 16 B9 18 B10 20 B11 24 B12 26 B13 28

Bay No. Gate B 30 B 32 B 34 B 35 F 29 F 31 F 33 F 36 F 37 F 38 F 39 F 40 F 41 F 42 F 43

Exit points Common exit Common exit Common exit Common exit Dedicated exit Common exit 36 & 41 Common exit 37 & 38 Common exit 39 & 40

Common exit 42 & 43

Security Screening at gate EK BA AI TG KE JFK All flights All flights All flights All flights

The Day of Operations integrated milestones

Milestone

20

Load Control

Load Control
Using TIBCO Business Process Management tool

The Day of Operations integrated milestones

Milestone

20

Baggage

Are the right bags on board?

Baggage Reconciliation System (BRS) Checks the tag, using a bar code scanner, to ensure it can be loaded in the Unit Load Device (container) by the baggage conveyer (belt)

This will be recorded and sent to the Activity Control System so the status can be advised to those who need to know!

How do bags get to the aircraft?

What can go wrong?

(B) BREAKDOWN REPAIRS - INTERNAL CUSTOMERS
SERVICE DESK RECEIVES A CALL

EQUIPMENT ID , LOCATION AND BRIEF PROBLEMS DESCRIPTION RECEIVED

Maintenance Management System new equipment requests, Repair management and preventive maintenance, Updates RMS when in and out of service
YES

OPEN WORK ORDER

ALLOCATE RESOURCE

DIAGNOSE FAULT

PARTS NEEDED

ORCLE REQUISTION PROCEDURE (B1)

RECORD TASK DETAILS ON WORK ORDER

WORK-ORDER DETAILS ENTERED I N JOBCARD GENERATE CONSUMTION REPORT

JOBCARD CLOSED AT MONTH END

JOB CARD DETAILS ENTERED HISTORY CARD

NO

PART ARE ISSUED

PARTS FITTED

COSTING OF PARTS USED

Increasing process automation

GSE asset tracking and optimisation will track equipment and allow equipment to be used in the most optimal way combining with RMS, and providing AACS with up to date status

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Ground Communication is the key for any Growing Airport

Ground Staff

Passenger Bus

Ramp Supervisors

Check in/ Load Controllers Dispatchers Common Mobility Engine and Other Specific Application (BRS,CARGO) Supervisors Cargo/Baggage Transporters

Loaders

Team Leaders Baggage Loaders

Operation Controllers

Using mobility for supervisors

Decision support:
AACS dashboard Alerts Workflow Real-time access

Operational support:
Alerts Workflow Real-time access

MAS ASM / ASO

Decision support:
AACS dashboard Alerts Workflow Real-time access

Special Service Agents

Gate Controllers Decision support:

AACS dashboard Alerts Workflow Real-time access

iPAQ HP6300

i-mate PDA2k

Check-in supervisor Decision support:

AACS dashboard Alerts Workflow Real-time access

Transfer supervisor Decision support:

AACS dashboard Alerts Workflow Real-time access

Day of Operations - AACS

Baggage Services Passenger Services In vehicle wireless devices

DCA / ATC

Airport Activity Control System (AACS)

Ramp Services

SOCA For Day of Operations management of DXB

Dispatcher / Ops

Managers / Supervisors

Engineering Services

Flight Summary view - AACS

Integration and technology

AACS PDA

Portals Portal Server

Business Activity Monitoring (Dashboard) messaging Push: Alerts / Workflow

PDA application Wi-Fi GPRS

Business Rules & Alert Management Database Layer

Octenwave Mobility platform

interface Data Integration Layer others MACS Opera DMIS RMS CRIS BRS Pull information

Delivering operations monitoring, control and proactive decision making on the run!

The IT integrated solution

12 months
C O N S U M E R S

1 month
RMS Roster system Stand/Gate Planning (TBA)

1 Day
Airport Activity Control System (AACS) Stand Monitoring System (SMS) Baggage Reconciliation System (BRS) DCS

Day of Operation
AACS DMIS (AODB) RMS Real Time System BRS SMS Mobility / PDA DCS

Post Operation
RMS Plan Control Dnata CRM Analytical Engine Knowledge base

The Information Bus

12 months
P R O D U C E R S
RMS Plan Control DNATA CRM Maintenance Management System (MMS)

1 month
RMS Plan Control Stand/Gate Planning (TBA) Chameleon (Cargo) ULD Info (Nomad) Flight Info (DMIS) PAX Info (MARS)

1 Day
Resource allocation Stand allocation DMIS MARS

Day of Operation
RMS Real Time System DCS DMIS NOMAD Chameleon Time and Attendance System (TARS) (M&A), GSE BHS & BRS Ground Radar (TBA)

Post Operation
AACS DMIS (AODB) RMS Real Time System TARS (M&A), GSE Stand allocation BRS DCS

In Summary
From an IT perspective a growing airport requires increased control, efficient processes, new technology e.g. mobility and most of all integration