TBI abertis operates nine airports on three continents. The company had no efficient method of logging daily operational events and unforeseen crises. Employees were manually tracking events through a time-consuming management log, which was prone to human error, as well as difficult to update and share with other managers. TBI searched for online tools for rapidly sending alerts to key staff in the event of an emergency, aid the team in quickly resolving the situation, and provide a way to log an accurate, real-time record of activities. After an exhaustive search, TBI selected MissionMode's incident management and emergency notification system. This case study details how they are reducing the costs of routine and emergency disruptions.

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Smarter Notification • Integrated Incident Management
CASE STUDY
TBI Airports
Streamlining daily operations and crisis response with MissionMode
Background TBI, a division of abertis airports, is a principal company that
TBI, operator of eight international airports owns or operates eight international airports in Europe, the
across three continents, had no efficient method U.S. and Latin America. One of TBI’s largest airports is London
of logging daily events. Employees were manu- Luton Airport, which handles over 9 million passengers each
ally tracking events through a time-consuming year. Each airport has a control center used to coordinate ac-
management log, which was prone to human
error, as well as difficult to update and share with tivities across the facility.
other managers.
A fundamental task of the operations team throughout the
Challenge day is to track “events” as they happen. An event could be as
TBI searched for a program that would allow routine as a faulty door in the terminal or as important as a full
users to immediately notify key staff in the event emergency.
of an emergency, aid the team in fast resolutions,
and employ accurate and rapid record keeping. Traditionally, a management log was kept using Microsoft
Finding a way to streamline the log process and Office tools. The log was then distributed to staff for infor-
keep everyone informed of incidents in real-time
mational purposes daily. At the end of each shift, staff would
would vastly improve the successful operation of
TBI’s airports. conduct extensive handover meetings to review the log. This
approach was not only time consuming, but more importantly,
Solution
it was error-prone because information could get lost and was
After an exhaustive search, TBI selected Mission-
not updated correctly.
Mode’s incident management and notification
system. Operations managers can login to their Also, time/date stamps weren’t always captured and reports
MissionMode system at any time to see an over-
were dated, since distribution only happened once or twice a
view of the day’s operations, reducing the need
for detailed meetings between shifts. Head office day. This left the airport exposed in the event of an incident.
staff can see activities taking place throughout
the airports, from any location.
Results
“MissionMode radically reduces the time it takes to
TBI users now have up-to-the minute tracking get an overview of an incident and take appropriate
of events as they occur, landside and airside. All
events are recorded in the MissionMode virtual action to minimise its impact.”
command center and are accessible at any time
or location. Through MissionMode, TBI has the Bob Graham, Group Business Risk Manager, TBI
tools to run an efficient and safe operation.
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2. CASE STUDY
TBI Airports
To improve safety and efficiency, finding a way
to streamline the log process and keep everyone
informed of incidents in real-time was an important
requirement.
TBI also needed to implement a notification tool
to rapidly notify key staff in the event of a crisis or
operational incident. Finding a system that met both
needs was ideal.
After an exhaustive search, MissionMode was select-
ed as the incident management system at London
Luton, Belfast International and Cardiff International
airports.
Initial MissionMode Deployment The Situation Center incident management system
Their MissionMode system was up and running after
a few days at each airport, and the benefits were im- Incident profiles and response plans can be pre-
mediately achieved. TBI uses two MissionMode tools: defined in MissionMode, which takes the guess-work
out of determining the steps required in the event of
 The Notification Center™ alerts and notifies the an emergency.
right personnel in the event of an incident.
 The Situation Center™ incident management “Operational risk is an important aspect of everyday
system is used to log events, coordinate the operations across TBI. With MissionMode, we can
response, and ensure timely resolution. review events as they arise and make strategic and
tactical decisions based upon good quality informa-
With MissionMode, TBI users are able to keep a con-
tion supplied by each operating facility.”
tinuous log of events as they happen at each airport.
Operations managers can log in at any time through- Bob Graham, Group Business Risk Manager, TBI
out the day to see an up-to-the-minute overview of
the day’s operations. MissionMode is also a notification tool. When an ur-
gent incident occurs, an alert can be sent to the right
This has significantly reduced the need for detailed personnel via phone, SMS text message, email, fax,
handover meetings between shifts. In addition, it’s or pager. At the same time, the incident is logged
possible for head office staff, such as risk manage- and team members use MissionMode to access
ment and safety, to see activities across all airports relevant documents, assign and update tasks, and
wherever they are located. resolve the incident.
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3. CASE STUDY
TBI Airports
For this purpose, the information is entered directly
into MissionMode in the Control Room, where all
the flight and operations information and the CCTV
feeds are managed and reviewed. The Control Centre
staff has autonomy to direct people to hotspots
(such as a baggage bottleneck), and management
can review the status at any time by reviewing the
activity in MissionMode.
Timely, accurate management information
Both local and remote management teams have
“Notifying staff about an incident quickly is a critical easy access to detailed incident information, ensur-
step in an emergency. MissionMode’s alert notifica- ing that the operations are running effectively and
tion allows us to do this, as well as provide incident that the risk is being managed properly.
managers with a way to communicate and resolve the
incident from wherever they are located.” Templates for different types of scenarios
Bill Kitchen, Fire Services Manager Emergency notification, incident management and
Cardiff International Airport crisis communications needs are all predefined as
templates. As soon as TBI is required to place staff on
stand-by, the alert message is sent, and responders
Worldwide Deployment can begin mobilizing the response.
After successfully using MissionMode for both inci- In addition, the Fire and Police departments are con-
dent management and notification for more than a nected to the Situation Log, so they can contribute
year, TBI decided to standardize the use of Mission- and review what is happening in any given situation.
Mode for all their operations worldwide.
MissionMode is now deployed at airports in the UK,
Sweden and the United States, as well as TBI’s head
office in Spain. The system’s multi-lingual capability
ensures that people can communicate in both Eng-
lish and local languages as needed.
MissionMode Usage
TBI’s system is set up for three major purposes:
Everyday tracking of landside and airside events
As each event happens, it is identified and a log
message is created. The Situation Log is a complete
audit record of everything that has happened in the
airport. It’s an ideal mechanism for shift handover
and management reviews of operational activity at
any time. When an important event happens and it’s
Create templates to ensure a consistent response
logged, users can post it into the daily/weekly digest
just by forwarding the relevant messages.
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4. CASE STUDY
TBI Airports
Results
Each airport uses the Situation Center to track
both routine and exceptional events that can
effect operations. An audited log provides them
with timely operations information to smooth
the transition between shifts. Advice from experts
both within TBI and outside the organization can
be invited to assist in any situation and get up-to-
speed quickly by viewing the incident log, thereby
reducing the potential impact.
“London Luton Airport management is successful About MissionMode
when the staff can maintain control and respond to
MissionMode provides online notification and
events on the ground. MissionMode is an important
incident management solutions to industry-leading
part of our Airport Control Centre. It provides us with
organizations across the globe. We help you respond
a log of events during the day, which is distributed
to incidents more quickly and resolve them more
to operational management, and it provides an
effectively.
important audit trail of what has happened around
the airport. MissionMode helps us keep ahead of the Our easy to use Notification Center sends alerts
situation and close it down, often before it escalates. within seconds, but powerful features are available
This saves time and money and ensures the airport when you need them. It also has unique capabilities
operates smoothly.” such as alerts recorded in your own voice.
Roger Koukkoullis The Situation Center is a virtual command center
General Manager, Airfield Operations for coordinating any type of incident, from common
London Luton Airport operational disruptions to major crises. It’s a secure
hub for communications, documents, monitoring
tasks, tracking team status, and more.
With MissionMode, accurate and timely information
is accessible at any time to everyone who needs it, Contact us to learn more
ultimately resulting in increased airport safety and
smoother operations. info@missionmode.com
North America
“When a crisis occurs, MissionMode is used as the 877.833.7763 (toll-free)
principal tool for company communication. We have +1 312.445.8811
found that MissionMode radically reduces the time it
International
takes to get an overview of an incident and take ap-
propriate action to minimise its impact.” +44 1494 837198
Bob Graham, Group Business Risk Manager, TBI www.missionmode.com
© 2011-2012, MissionMode Solutions 052212 Page 4 of 4