Airport Exchange 2011 saw ACI Europe and Asia Pacific come together in the premier industry event at which expertise is shared, business relationships are formed and industry development is the principal goal. See how Amor is enabling the real time airport at Dubai International through a comprehensive technology ecosystem.

1. Enabling the Real Time Airport
at Dubai International
Mazhar Butt, Head of Service Delivery, Dubai Airports
Martin Bowman, Sector Director, Amor Group
© Amor Group 2010

2. Agenda
• Introduction to DA and Amor
• Real Time Airport vision
• Business case for real time service monitoring
• Real Time Management principles
• Real Time Monitoring technology overview
• DA Service Delivery Measurement project
• Future Real Time Airport developments
• Conclusion

3. Amor Group Overview
Scotland’s Largest
Independent Business
Technology Company
• Public Services, Transport and Energy
• Global clients
• 500 + employees
• Locations UK (6), Houston TX and Dubai
• World leading experts on technology solutions for real
time airport monitoring

4. Our Customers

5. DA and Amor’s Shared Vision

6. Why Real Time Service Measurement?
• Manual PAX survey process is inaccurate and
open to human error
• Poorly managed queues creating negative
perception of airport
• Lack of analytical information on PAX flow
around the airport impacting tactical and
strategic planning
• Increased times in queues means less time
available for airside retail spend
• Failure to meet airline or regulatory SLAs on
queue wait times e.g. short transfer time

7. Decreased wait time = increased revenue
„‟every minute a passenger spends
queuing can, on average, cost an airport
approximately €0.70 in revenue‟‟

8. Real Time Service MANAGEMENT
• Before we look at MEASUREMENT
• We must consider MANAGEMENT

9. Real Time MANAGEMENT
• We need to MEASURE what we can
MANAGE
– UNDERSTAND the business drivers at each
location (pinchpoint)
– IDENTIFY how to react to pinchpoints
– CONSIDER inter-relationships between
pinchpoints, KPIs and measurements

10. Requirements to Measure Service Delivery
• To measure the service delivery we need technology
solutions that can
– Count People/Passengers
– Cumulative Count People/Passengers
– Track Passenger Journey
– Measure Passenger Process Time
– Measure Passenger Dwell Time
– Count Vehicles
– Track Vehicle Journey
– Track Trolleys
– Predict Passenger Demand
• Combine different measurements to derive Service
Delivery Measurements

11. Basic Measurements/KPIs Per Pinchpoint
• Queue Time
• Length of Queue (Number in Queue)
• Process (Transaction) Time
• Flowrate/Area Capacity
Although not all
Many KPIs are often broken
measurements are as
when queue length is low
important as others!
AND flowrate is poor
Length of Queue is very
Situations like this do not
dependant on Flowrate
always alert management

12. Service Delivery ALERTING
• Simple KPI alarm thresholds insufficient
• Alarm management must be able to
– Monitor “Normal” operations
– Detect “Failing” operations
– Provide e-mail/SMS alerts
– Provide additional “Decision Support” information
• What demand to expect
• Other terminal influences
• Alarm Management must
– Help identify the failure point
– Not “Overload” managers with alerts

13. Real Time Monitoring Technologies
• No single solution exists that can satisfy
all airport requirements
• Airports must consider a measurement
ecosystem based on their own passenger
dynamics
• In many cases external systems can be
very valuable

14. Current Technologies
• Bluetooth mobile device tracking
• Video analytics
• Thermal image counting
• Infra-red beam break
• External systems

15. External Systems Examples
• Car Park Management • Boarding Gate Systems
• RFID Vehicle Tracking • Baggage Handling
• Check-in Systems System
• Trolley RFID • Building Management
• Immigration Egates System
• Iris Scan (arriving • AOS Systems
passengers) • Met System
• Archway Metal Detectors • X-Ray Machines

16. DA Service Delivery Overview
© Amor Group 2010

17. DA Service Delivery Management overview
105 Different
Pinchpoints
406 Individual
KPIs

18. DA business drivers
• Service Development
– Establishing and monitor airport wide service levels
– Drive an increase in ACI scoring
• Strategy
– Increased analytical data on passengers flows
– Feed data into Terminal Simulation tools
• Terminal Operations
– Real time information on passenger process
bottlenecks
– Enhance tactical resource deployment

19. DA Solution Overview
Service
Service JCR/AOCC
JCR/AOCC
Development
Development Master Planning and Performance Analysis Operations
Operations
Historical Reporting
Terminal Operational
Terminal Operational Visualisation and Dashboarding DA Strategy
DA Strategy
Management
Management
Airport Airport
Operational Service Delivery Measurement Data Warehouse Operational
Systems Forecasts
External Third Party
Third Party
Mobile
Mobile Sensor Measurement Management and Data Integration Layer Systems Stakeholders
Stakeholders
Users
Users
Sensor Sensor Sensor Sensor Sensor Sensor Sensor Sensor Sensor Sensor
Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor Adaptor
Extended Users
Extended Users
(eg DA Web Site,
(eg DA Web Site,
Salik Web Site)
Salik Web Site) External Systems
External Systems
(eg Resource Planning
(eg Resource Planning
and Management)
and Management)

20. Real Time Service Feeds

21. PAX Process Overview Dashboard

22. Multiple Terminal View

23. T3 PAX Demand Forecast
Drill Down Detail

24. Real Time Workforce via Mobile Devices

25. Future Real Time Monitoring Solutions
• Ability to discretely track WIFI signals on
smartphones
– Embedded within Bluetooth measurement system
– Proof of concept due to commence at two major
European airports
• Human Recognition Systems
– Long distance Iris scanning
– Conceptually sound
– Technology in pilot phase at LGW
– Adoption likely to increase in 2012

26. Conclusion
• The Real Time Airport of tomorrow can be
achieved today
• A range of technology solutions exist today that
can add immediate value to your airport
operations
• Dubai Airport is leading the world in its holistic
approach to Real Time Monitoring
• The Real Time Airport principles shall be
extended as a key enabler in DA‟s growth
strategy