airport it&t 2013 lloyd gozzett
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“The whole is greater than the sum of its parts” Aristotle
Lloyd Gozzett
Airport Technology Leader (Former Manager of Airport and Airline IT Operations,
Emirates)
“THE WHOLE IS GREATER THAN THE SUM OF
ITS PARTS”
How can Airport and Airline Technology Managers Collaborate to Improve Customer Experience and
Efficiency of the Passenger Journey?
Lloyd Gozzett – Aviation Technology Leader © Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Industry background
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Airport and Airline Technology Manager
• Large Airports across UK and Middle East
• Missions critical pax facing technology
• Accountable for Airport technology on behalf of Emirates at DXB and network
• Opening of Concourse A – world’s first dedicated A380 terminal
Industry outlook
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Substantial growth
• +30% or +800m pax by 2016
• Aircraft orders up
• 55% - 2011 v’s 2013 at DXB airshow
• Larger planes
• A350, A380, 777X
• … is Airport capacity growing at the same rate?
Aviation Technology Today
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Mature suite of products
• Varying levels of differentiation
• Customer has a great choice of solutions
• …. it’s a good place to be
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Airport & Airline Technology investment, typically
• Costs money
• Takes time
And in the meantime the industry continues to grow…
Challenges
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Nearly 20 years since the arrival of the first SSK
• .. the answer lies over 2000 years ago
So what with Aristotle..
DATA EXCHANGE DATA FUSION
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Improved airport planning
• Improved airline decision making
• Improved passenger experience
• Airport and Airline differentiation
Key benefits
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Data Exchange Model
Airlines
Departing PAX loads
Check-in status
Arriving PAX loads
Transferring PAX v’s Immigration Clearance
Bag / Pax ratio’s
Passenger Tracking
Airport
Terminal Congestion Forecast / Queue metrics
Security Clearance Demand / Capacity
Baggage reclaim allocation
Transfers / Border control process times
Forecourt Congestion
Passenger tracking
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Real life applications…
Late to Gate
• Predict to within 80% accuracy if a passenger is likely to be late to gate…
• 20 – 30 data points
• Monitor across the pax journey and provide assistance as required
• Benefits to all parties
• OTP, Customer Service, Congestion, Waste
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Real life applications…
Border control and clearance
• Accurate pax loads • Connecting / non connecting loads
• Passport profile
• Accurate ATA
• Accurate On Chox / VTT / Doors Open
• Stand location
• Offload times / airport transit times
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Real life applications…
Passenger Tracking • Monitoring and sharing passenger transition
through various touch points • Arrival, Check-in, Security, Lounge, Gate • Communicating with passenger via mobile apps,
SMS, social media, airline/airport staff
• Benefits to all parties • OTP, Customer Service, Retailing, Personalisation
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Creating an environment for collaboration • Ensure the organisation has correct structure
• Business Technology Relationship Management
• Have the right people in these roles • Airport and Airline Operational knowledge • Technology Leadership • Relationship Management • Problem solvers • Innovators
• Promote formal and informal forums for collaboration and innovation
• Test, trial and learn together – builds trust and understanding
1+1=3
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
DATA
SHARE
FUSE
ACT
TEAM