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Improving Quality ofImproving Quality of Infrastructure through PPP model

at IGI Airport28 April 2012

Driven by our Passion, Patience & Perseverance,we have come a long way

2008

Large & diversified

infrastructure player

2013

4 Airports 9 Highways / 1 Project 3 SEZ 8 Power Plants / 8 Projects 4 Coal Blocks 2 Power Transmission

Projects

GMR Group was established in June,

1978

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Entry into Infrastructure

1994

200 MW IPP in Chennai

4 Airports 6 Highways / 4 Projects 5 Power Plants / 11 Projects 4 Coal Blocks 2 Power Transmission Projects

Projects

Gaining momentum GMR Infrastructure Ltd. Listed

at Bombay Stock Exchange & National Stock Exchange

during 2006

Creating Tomorrow, Today2

Humility

We value intellectual modesty and dislike

false pride and

Entrepreneurship

We seek opportunities. They are everywhere.

Deliver the promise

We value a deep senseof responsibility & self discipline, to meet &

Learning

Nurturing active curiosity - to question,

share and improve

GMR Group’s Values & Beliefs

3

Teamwork & Relationships Going beyond the

individual -encouraging boundary

less behaviour.

arrogance. exceed on commitment

Respect for individual

We will treat others with dignity, sensitivity

and honour.

share and improve.

Social responsibilityAnticipating and

meeting relevant and emerging

needs of society.

GMR AirportsIntroduction

GMR Airports

GMR Airports: Development and operations across the globe

GMR Male’ International

Airports

Sabiha GokcenInternational Airport,

I t b l (T k )

Delhi International

Airport

Airports

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With app. 48Mn passengers p.a., it is one of the top 5 pvt. airport developers globally

AirportsIstanbul (Turkey)

GMR Hyderabad International Airport

Delhi International Airport (DIAL)Introduction

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Made positive efforts to improve Service Quality at IGIA

2011

Achieving Target2013

Gaining Momentum

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2007

Rank 101/101 Globally

Rank 6/ 158 Globally

Aspiration - Top 3 Globally

Gaining Momentum

DIAL: Flagship project under PPP framework

Delhi International Airport Pvt. Ltd. (DIAL) is a Joint VentureConsortium led by GMR with a controlling stake.

Operations, Management & Development Agreement (OMDA) detailsthe development work and service standards to be delivered by DIALat IGI airport.

Concession period of 30 + 30 years

Responsibilities of DIAL includes Operations, maintenance, development, design, construction, up gradation,

modernization, finance and management of the airport

ATC, security, customs, immigration, quarantine and meteorologicalservices provided by Government agencies.

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Development and upgrade of IGIA is the largest physical infrastructure project in India after its independence

DIALThe journey so far…

• To meet the passenger and cargo traffic growth forecasts

• Development in phases based on traffic triggers

• Modular design for quick and seamless expansion

• Provision for cargo development plans

Key principles in the development of IGIA

• Designed to meet the OMDA requirements

• Optimization of land use

• Conforming with the ICAO and IATA recommendations

• To meet requirements of Statutory Agencies

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DIAL Diffentiator- Terminal 22008-2009

T2 Renovation: Features of Departure Level

Sl. No. Description Before After

1. Landside Check-in Concourse 4,500 Sq m 6,500 Sq m

2. Check-in Counters 78 100

3. X-ray Units 8 16

4. Emigration Hold Area 550 Sq m 1300 Sq m

5. Emigration Counters 28 52

6. In line X-ray Units (Post Check-in) 0 8

7. Retail Space 2,000 Sq m 2,500 Sq m

8. Passenger Support Services (Toilets etc.) 1,100 Sq m 1,800 Sq m

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Terminal 2 (T2) was revamped to cater to the international traffic till new integrated terminal (T3) was developed and made operational

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Sl. No. Description Before After

1. Immigration Hold Area 700 Sq m 1000 Sq m

2. Immigration Counters 28 48

SUPPORT FACILITY

Passenger Services at

T2 Renovation: Features of Arrival level

3. Passenger Services at Arrival 1,000 Sq m 1,800 Sq m

4. External Public Concourse Arrival 2,000 Sq m 2,500 Sq m

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Upgrade of international terminal T2 helped IGIA to significantly improve passenger service quality

Terminal 2 Renovation: After works completion

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• Wheelchair assistance for physically challenged passengers

• Assistance for unaccompanied minors

• Reserved two parking bay slots for vehicles at the Contact Zone

• Dedicated staff for coordination and facilitation.

‘Contact Zone’ – a first of its kind service at Indian Airports

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DIAL Diffentiator- Terminal 1C Domestic arrivals (2008-2009)

Features of Domestic Arrival Terminal – T1 C

SlNo Description Old Arrival

Terminal

Revamped Arrival

Terminal

Benefit to Passengers /

Airlines

1 Area 8,220 Sq m 12,000 Sq m

Ten times increase in Meeters &

Greeters space.

2 Reclaim Belts 5 8 Faster baggage processingprocessing

3 Commercial Area 300 Sq m 2,000 Sq m

More options to spend time

while waiting

4 Airlines Offices 1,100 Sq m600 Sq m +

2430 Sq m at G5 Building

Improved Facilities

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Domestic Arrival Terminal – T1C

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A new – modern, efficient and passenger friendly – domestic arrival terminal

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DIAL Diffentiator –DIAL Diffentiator –New Domestic Terminal 1D

(2008-2009)

New Domestic Departure Terminal 1D

Sl. No.

Description Old Terminal 1B New Terminal T1D

1. Area 18,200 Sq m 41,690 Sq m

3. Check In Counters 32 72+8

4. Security Channels 4 14

5. No. of Boarding (Bus) Gates 7 16

6. Commercial Area 700 Sq m 3,050 Sq m

7. Airlines + other Offices 3,300 Sq m 9,630 Sq m

8. Baggage Screening Manual Screening In line Screening

9. Car Park 500 cars 1650 cars

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T1D was developed over & above OMDA requirements for better passenger handling; Terminal 1B was demolished subsequently

New Domestic Departure Terminal 1D – Check In Area

Terminal 1D

Facilities in terminal T1D helped in changing the perception of airports in India

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Terminal 1B

New Domestic Departure Terminal 1D

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New Runway 11/292008-2009

Runway 11/29 – Salient Features

• Runway 11/29

– 4.43 Km long

– 75 m wide

– CAT 3B Lighting for landing during low visibility up to 50 m on both sides

– Code F Compliant for landing wide bodies aircrafts like A380

5000 Light Fixtures– 5000 Light Fixtures

• Taxiways

– 4.43 Km long parallel taxiway

– 10 Km long cross taxiways

– 5 Nos. of Rapid Exit Taxiways with total length of 2.6 Km

– 60 m wide

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Runway 11/29 – Salient Features

• 2 Fire Stations with State of Art Fire Fighting Vehicles and Equipment

• 4 Sub stations

• 10 Km of Drainage

• 131 Rain Water harvesting pits

• 450 Acres of Turfing

• OMDA required the completion of the above facilities by February 2009.

• In order to reduce the congestion / waiting times at the airport, DIAL has

accelerated and completed 6 months ahead of schedule.

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New Runway 11/29

AAI Calibration Flight

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First Commercial Flight British Airways on 25 Sep 2008

Air India Proving Flight 21 Aug 2008

New Runway 11/29

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Aerial View - August 2008

Runway 11/29 – Night View

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Runway Rubber Removal MachinesRunway Rubber Removal MachinesRunway & Taxi Way Sweeping

MachinesRunway & Taxi Way Sweeping

Machines

Airside Improvement-New Equipments for Cleaning

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Airside ImprovementNew Equipments for Cleaning

Grass cutting MachineGrass cutting Machine

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Runway Cleaning EquipmentRunway Cleaning Equipment

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• Follow-me Vehicle• Friction Tester• Crash Fire Tender

• Follow-me Vehicle• Friction Tester• Crash Fire Tender

Airside Improvement-New Equipments for airside safety

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DIAL Diffentiator-DIAL Diffentiator-New Integrated Terminal 3

2010

Terminal 3 – Salient Features

• Integrated terminal for domestic and international passengers• Capacity – 34Mn passengers p.a.• Area: 502,000 sqm.; 9 level and 2 piers

Terminal

• Inline baggage screening system with 41 X-ray machines• No. of reclaim belts - 14• Capacity – 12,800 bags per hour

Baggage Handling

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• Centralized “Airport Operations Control Center” with State of Art features• Electrical Substations- 25; Total capacity 135MVA• Generators – 14; Total Capacity 42MVA• Water Treatment Plant of 7MLD; Sewage Treatment Plant of 10MLD

Systems

• Public Address system with 8000 speakers• Remote surveillance through 3217 CCTVs • X-Ray machines – 94 with 6 CTX machines

Security and Safety

Facilities and Passenger Convenience at T3

• Check-in counters – 168; Immigration counters – 49 (O) + 46 (I)• Boarding bridges – 78 including 3 A380 compliant• 92 Travellators covering 5Km; Single stretch of 118m, longest in Asia; • 71 Elevators & 34 Escalators

Travel Facilities

Passenger Amenities• Transit hotel with 100 rooms for international and domestic passengers

• Executive Lounges and restaurants

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• Drinking water fountains, ample washrooms (144) with baby care facility

• Shower and Nap, Snooze chair, foot massagers

• In-terminal medical facilities, Prayer rooms, Kids Play areas

• Wheel Chair and Buggies for PR

• Wi-fi connectivity, mobile / laptop battery charge-stations

• Forex, ATM and Travel Insurance

• Ample choices for retails, including Duty Free, and Food & Beverages

• Multiple commutation options – Radio & normal taxies, Metro with city check-in, DTC busses

• Car Parking – MLCP for 4300 cars, Surface parking for 2300 cars including slots for physically challenged

Terminal 3 – Post Operations

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Terminal 3 – Post Operations

37

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Terminal 3 – Post Operations

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Key Challenges

Critical Criteria

• Passenger Boarding Bridges (PBB) for 90% passengers – Translated into therequirement of 78 PBBs at T3; No other airport with so many PBBs

• Minimum Connect Time• Domestic/International – 60 Minutes• International/International – 45 Minutes

• 95% of Passengers to wait for less than 10 minutes at Immigrations, Security &Customs facility

• Maximum queuing time for check in –– Economy class passengers less than 20 min.– Business class passengers less than 5 minutes

• 95% of passengers take less than 45 minutes for arrivals

• Seating for 80% of Gate Lounge Population

• Baggage Delivery requirements– Domestic First Bag 10 minutes, Last bag 30 minutes,

– International First bag 15 minutes, Last bag 40 minutes

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Stringent OMDA requirements resulted in increased size of the terminal and long piers

Stakeholder support was key in delivering T3 on schedule.

• DIAL worked with 58 different Govt. agencies and department for project development

• The Government of India (GoI) supported DIAL at all levels:

– Ministry of Civil Aviation provided guidance and facilitated clearances

– Cabinet Secretary chaired National Facilitation Committee meetings to expedite issues

• Regulatory agencies viz. Customs, Immigration, Central Industrial Security Force

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• Fuel farm joint venture partners (Indian Oil & Bharat Petroleum)

• Airlines & ground handling agencies which participated in trials and gave valuable

feedback to streamline processes in the new terminal

We proactively engaged all our stakeholders for design, construction and in seamless transfer of operations to T3

Tight timeline of 37 months for the completion of Terminal 3

Airport Capacity (in Mn pax p.a.)

Floor Area(in sqm.)

Construction Period(in months)

London Heathrow 28 353,000 72

Madrid 42 757,000 70

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Bangkok 45 563,000 60

Kuala Lumpur 25 479,000 54

Beijing 43 900,000 52

Delhi T3 34 502,000 37

Source: Jacobs Benchmarking study, 2009

We adopted comprehensive risk review and mitigation measures

• Key risks were identified - Total 95; Critical risks 35

• High End software (Pertmaster Risk Analyst V8) for Risk Analysis

• Detailed Risk Mitigation strategy (incl. EPC contractor) for critical risks

• Closely monitoring for mitigation

C h i i

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• Comprehensive reviews• Daily Sunrise meeting• Daily Sunset meeting• Weekly Reviews

– With EPC Contractor– With Sub Contractor’s

• Monthly Reviews• 3D Coordination

– Building Interface Management

• Stakeholder Coordination

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Challenges – Lack of as built drawings

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Challenges: Relocations

Relocation of Nangal Dewatvillage

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Relocation of encroachments

Translocation of wild life

Challenges: Sewage & drainage at airport land

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Challenges- Hindrances Faced at Domestic Terminal

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Challenges: Cargo Relocation (existing demolished)

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Challenges: Construction of new power house (existing demolished)

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Replacing existing Utility Cables with New Piping & Cabling Works

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IGIA Connectivity

High Speed Metro Rail Link with City Check-in facility

Road Connectivity – Express Highway from NH8 & Northern Underpass

DTC busses from major city centers and inter

Airport Connectivity Measures

DTC busses from major city centers and inter-terminal transfers

Airport Shuttle Service for passenger using coaches from major city centers

Radio Taxis with GPS vehicle tracking system; Normal Black & Yellow taxies

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IGIA has got excellent multimodal connectivity; More initiatives are planned

Dwarka

Vasant ViharR K Puram

AIMS

Safdarjung

Palam

To Noida

IGIA

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Gurgaon

Hazkhaus

IIT

Saket

MalviaNagar

Andheri Mod

Mehrauli

NH8

GK

Mahipalpur Rd

Northern Access Rd

Dwarka Link Rd

Dwarka Rd

Other Radial Roads

Ring RoadsAirport Rail Link

Pro Airport Rail Link

Pro Western Access

Prop Southern Access

Pro Mahipalpur Flyoverf

Dwarka Underpass

Awards and Recognition

Accolades in 2011-12

CNBC Aawaz - Best Managed Airport Award

Golden Chariot Award, 2011 for Best Airport, from the Transport Ministry of

the Russian Federation

Operation, Management & Development of the new integrated

passenger terminal building T3

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Stat Times Award for the International Cargo Airport of the

Year (Region-India) 2012 Washrooms & Beyond Honours 2011 for Intelligent Washroom Design in

the Airports Category

1st airport in the world to be certified for Energy Management System (ISO

50001:2011) by BSI

2nd best airport in the 25-40 mn passenger size

Airport Service Quality Awards (2011)

IGBC- LEED Gold award 2011

World's Most Improved Airport in 2012 and Number 1 Airport in India

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Several environmental friendly measures

• Terminal 3 has been awarded LEED GOLD rating.

• Worldwide largest building to be certified and received a GOLD rating till date

• Rainwater harvesting structure construction for ground water recharge, IGIA having more than 300 recharge wells.

• Monitoring and reporting of tree plantation of IGIA to MoEF More than 18000of IGIA to MoEF. More than 18000 sampling planted as on 2010

• Dedicated water treatment and swage treatment plant for IGIA

• Processing of Certified Emission Reduction (CER) by UNFCC - Clean Development Mechanism (CDM), Got the host country approval by MoEF

• Energy Management System implementation to improve energy savings

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Benefits

Benefits to Stakeholders : Passengers

Faster processing

– Check-in counters (168)

– Self Check-in Kiosks i.e. CUSS (9)

– 5-Level Inline baggage screening with 41 X-Ray

Machines

– Security channels 16 (D) + 14 (I)

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– Immigration 50 (Outbound) + 48 (Inbound)

– Reclaim belts for baggage delivery (14)

– Eight lane Departure and 10 lane Arrival road

network

– Enhanced transfer facilities

Benefits to Stakeholders : Passengers (continued)

Better passenger amenities– Pleasant ambience aided by greenery and landscaping– 28 meter high ceiling with natural lighting– Transit Hotel with 100 rooms for domestic and

international passengers– Lounge facilities (7)– India’s largest MLCP, with an automated ticketing system

for 4300 cars, Surface parking for 2300 cars includingslots for physically challenged

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– Drinking water fountains, ample washrooms (144) withbaby care facility

– In-terminal medical facilities, prayer rooms, kids playareas

– Forex, ATM and Travel Insurance– Wi-fi connectivity, mobile / laptop battery charge-stations– Shower and Nap (2), Snooze chairs and pods, foot

massagers– Information Kiosks (5)– Dedicated smoking rooms– Prayer Rooms– Seating capacity (12,800)

Benefits to Stakeholders : Passengers (continued)

Improved travel experience– Retail shops (60)– F&B facilities, offering a wide variety of options (54)– Spas (5)

Facilities for easy movement in the terminal– 8 Entry Gates; 16 Entry Points into the Terminal– Passenger Boarding Bridges for 90% passengers :

78 including 3 that are A380 Compliant

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g p– 71 Elevators & 34 Escalators– 92 Travellators covering 5Km; Single stretch of

118m, longest in Asia– Buggy Services (32) for Persons with Reduced

Mobility

Multiple connectivity options with City Centre– Three entry & exit points to the airport– Metro with a city check-in option– Radio & Normal Taxi– DTC bus

Benefits to Stakeholders : Airlines & Other Agencies

Benefits to Airlines Significant improvement in On Time Performance (OTP) as high as 85% Significant reduction in minimum turn around time Facilitates higher volume of transfer passengers through the integrated terminal Airline oriented products in terminal – Lounges, PA system, etc. Only airport with 3 operational runways, capable of handling A380 movement and low visibility

operations (upto 50 meters) Modern systems for landing / take off at runways Doubled ATM movement from the time of taking over

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Benefits to Other Agencies (Immigration / CISF / Customs / Plant Quarantine /Ministry of Health) Modern systems and equipment Adequate space for processing Real time and detailed information

Additionally, we have installed various security systems Perimeter Intrusion Detection System (PIDS) for the IGIA complex Over 3,000 CCTV’s installed at key sites to monitor movement / suspicious activity

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• ACI –Airport Council International– First worldwide association of the airports based out of

Geneva Switzerland– 575 members operating over 1633 airports in 179

countries and territories

ACI-ASQ

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• ASQ - Airport Service Quality– Customer Satisfaction Benchmarking Program– Passenger satisfaction survey – Conducted at 154 airports worldwide – Standard Survey Questionnaire Form used all over the

World– Surveys are carried out on a quarterly basis following the

recommendations of ACI. – Carried Out with passengers in the Departure Area- SHA

only

World Wide / Global RankingsRegion Wise Rankings

(i.e.- Asia Pacific, European etc.)

ASQ Categories

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Airport Passenger Handling capacity ( i.e. 0-5, 5-15, 15-25,

25-40 & > 40 MPPA)

Panel Rankings(i.e.- Self Selected

Benchmarking)

ASQ Feedback Form

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1050 Feedback per Quarter

From Passengers350 Feedback

per month

Ratings taken from Departing passengers on overall satisfaction and a range of

service parameters (34) on a five point quality scale

ASQ-Sample Break up

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per month from passengers

(appx.)Per month

T3 Int’l-100T3 Dom-200

T1D-50(appx.)

Note:- ACI Mandates only 350 samples for a Qtr. DIAL has opted for 1050 samples

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Progressing IGIA since 2007

4.50

5.00

4.73

Most Improved

Airport Award

4th Best Airport

Award in category

2nd Best Airport

Award in Category

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2.00

2.50

3.00

3.50

4.00

2007 2008 2009 2010 2011

3.023.15

4.16

4.493.75 Mandatory as per OMDA Agreement

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T H A N K Y O U