Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

World Class IT for a World Class
Business
IT as a driver for Transformation
Patrick Naef
CIO & DSVP, Emirates Group IT
9th Sogeti Executive Summit 2014
Patrick Naef

Patrick Naef © 2011 Emirates Group. All Rights Reserved.
Agenda
Dubai
Emirates & dnata
IT Environment
IT Change Projects

2014
2013
2003
1990
1950’s
Dubai - Growth is Reality

Dubai - Growth is Reality
Patrick Naef
… and today

Dubai, a Business Hub for the Greater Region…
Dubai

…and the world. Introducing Dubai World Central
Patrick Naef

Emirates & dnata
Patrick Naef

Patrick Naef
Dubai’s Future
…Emirates’ Future

Emirates
Connector of People and Places
▪ Launch – 25th October 1985
▪ 2 Aircraft
▪ 3 Destinations
– Karachi
– Delhi
– Mumbai

… and 29 years later

Today: 146 Destinations in 83 Countries

Dubai – direct access to 5.5 billion people
Africa
8 hour flight time from DXB
…growing to 7 billion in 2030 !
Patrick Naef
Asia
Europe
Dubai
Source: United Nations World Population Prospects 2002
Revision
Note: Figures in million

Current Fleet – 230 Aircraft
21
13
Passenger & Freighter Aircraft
Airbus A330
Airbus A340
Airbus A380 53
Boeing 777 141
Boeing 747-F 2
292 aircraft pending delivery worth over US$138
billion

Emirates Airbus A380
Patrick Naef

Emirates Today
Passenger 45 million (*)
Cargo 2.5 million t (*)
Revenue US$ 19.9 billion
Net Profit US$ 622 million
▪ 52,000 employees (Airline), +160
nationalities
▪World’s largest airline in terms of
international RPK’s
▪ 8th largest airline in the world
▪ 6th most profitable international airline
▪ Biggest airline in freight tonnage
(*) estimated FY2013/14 figures

dnata

dnata: Global Presence
Patrick Naef

3,160
4,406
7,600
6,536
1,390
942 1,079
1,734
1,996
2,585
3,181
6,951
8000
7000
6000
5000
4000
3000
2000
1000
0
2002/03 2003/04 2004/05 2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12
AED Millions
Growth in dnata revenue
2012/13
2013/14

Global Airport Services Business

IT Environment
in the Gulf Region
Patrick Naef

IT Environment in the
Gulf region
▪ India with a huge pool of IT talents is nearby
▪ Entrepreneurial environment, dynamic, innovation-driven,
growth-oriented ecosystem (Infrastructure,
capital, tax laws, education opportunities, …)
▪ “Everything is possible”-culture,
bigger – better – faster – more
▪ Rapid IT growth with huge demand for basic
services
▪ Outsourcing is no big discussion, cost pressure,
none of the big sourcing providers in the region
▪ “Let’s keep it in-house”-mentality

Situation in IT early 2006
Patrick Naef

302
NPSD & eCommerce Reservation Services Skywards EK Cargo EKH
PSS PC Systems
202 203
PNR DW
ACD Solution
305 306
Future
Focus
Click to edit Master title style
STC Pricing EK Airport NCL & CER
e-ticket handler
CUSS KIOSK
DMACS-GUI
Trips iSaturn CrisCall
STC
CCIMS
Org Chart Staff Feedback Bright Ideas
5020
ID Card
OTA TRACE
Telemagic
Patrick Naef
LASS Evita
MPP CRS
Pairing ACTS
Crew Records
CC Portal
AACS MACS
27
E
M
I
R
A
T
E
SD
N
A
T
A
&
CC
619
Galaxy ePIP
647
654
803
FRR
678 922 806
926
906
1002
RPS RI
CDW Target.com
TRACK
CSR
Crew
Feedback
ERP Recruit
Group Security Medical
AA Sub
Systems
Flight Operations
510 511
Visa
509
768
Messaging
Subsystem
Macroe
DMS OGS Weather Monitor
476 490 478 477
Tridion
BBC
News
Legal & Facilities DN Revenue Accounts
909
910
921
Finance HR & Group Training
Central Services
PD & CRM
Group Safety
ATM Monitor
Qpulse RAT
Contract
Mgmt
Aviation Medical Exam
DN Agencies DN Cargo
DN Airport
P&L
Al Maha AA
SD Engineering
EK Revenue Accounts
YM
Planning
CASA
114
111
101
103
104
107
105
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820 821
826 829
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828
831
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837
851
854
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823
861
862
824
841
845
751
754
765
766
767
772
439 431
441
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446
447
449
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482 479
1000
1017 1013
1021
350
2029
2064 2030 4003
5015
5018
5019
5021
6006
6011
6018
6022
6023
6028
6032
7004 7003
8018
8032
8034
8036
8074
8076
351
750
770
471
473
2000 2001
2014 2005
2028
2031
2067
2069
2070
3000
3007
3009
3014
3013
3023
3052 3053
3010
4004 483
4001
4002
4005
4009
6000
6003
6005
6007
6015 6017
6019
6021
6021
Qpulse SAS
7002
7005
8001
DMACS GUI
8010 8009
8004
8007
8008
8030
8038
8042
8045
8046
445
486
474
480
487
APAS
TARS
Insight
OPAT Emu
4007 4000
4008
8079
8077
5000
3012
CCTV TOMAS
Aurora
GroupWorld Empower
EKG Web Sites emirates.com
Sentinel SAFE
Medical System
EGLMS Concept
500 FMS
DRAS – BSP
Reconciliation
BRASS
FAPA ERP
POWER MFR
FUWINT
CPG
Budget COMET
System
HR Recruit MLZ
ERP-HR Payroll
TER ROS
Merit Pot
Edu
Benefits
Staff
Portal
HR Direct
Self Service
Imaging
Internal Vacancies
Medical
Benefits
vTrack
Ez_Post
Driver
Contact
CLP
Fulfilment
CSTMS ePACTS
Vehicle Tracking
MACS
ODS
MACS
DWH
DFO
IVR
EKT
Ocean
Protas Tariff
EKT Sub
Systems
Events
PRO
Corporate
Agency Discount
Deposits AxisHolidays.com
ACD
DN Rpts YM
Celsius
Logger
CAMSYS
DACS +
Forecast
TSS
BRS
RMS
Marhaba Ops
CUTE
FIDS
Infocaster
Marhaba Web Site
Plan
Control
RTA
SP Expert
Stand
Monitoring
TARS Tetra NOMAD
DMIS
ERP P&L
RAPID
IBML
Imaging
PMS
CRM
Smartel
MICE
OASIS
FLEET
MGMT
AA-DSS
AA-MIS
SelfBill
OneNetwork
Call Centre
Portal
email
IBE ACD IBE Watchdog
MARS
EasyMARS
MARS FQT
CRIS Skywards.com
Skywards
Datamart
CISMIS
Supplier Trade Net
Net
EK - DSS
Ocean
Messaging
Subsystem
Price
Guide
Ops Reports
Airfare
SuperOPS
CVIEW
GYM
GRMS
PROS OD
Forecaster
SPACE
PNRODS
YAS
AQUA
PROMIS
FACTS
LSOM
PRISM
ARS
EMSA
Route Planning
System
Market
Research
CONX
COSMOS Builder LTP
AIFLITE ENCOM
CORE
Apollo
EPR
Trips
.NET
Trips
IRA
Trips
IVR
Trips
PEC
SkyClaims CPD
SkySales
SkyMart
SkyHub SkyExpress
SkyLog
SITAFastIV
SkyChain
MASS
SkyCap
SkyTrack
LIDO
EGDS
AFTN
FuelMON
FCIS FCPortal
ADOC
MPI
eSwap
COLA
RAMS
ATC Radar
FOQA FO Management Portal
OPERA
MACS
RMS
BGS KIS LASS
Catering Portal
DFS
CCPM
Galley Kiosks
Planning Caterlog
Crew
Admin
SD Management Portal
Sickness
Analysis
A/c Cleaning
Control
EMPACS
Buyer Equip
Tracking
Airman
DELIA ADOC
Engg - DWH
Engg
EMS
PMA
e-capability
wrkflw
Techlog
Warranty
wrkflw
Integrated
Reporting
Library
Mgmt
Tools
Calibration
Quotation
Scrap wrkflw
Avionics
wrkflw
CASA -CRIS

Complex Infrastructure to Support
447 x Oracle
Databases
140 x Application
Servers
236 x Middleware
Application Services
28 x SDLC Tools
by Software by Version
Type
by Function by Server Type
by Release by Release
by Funct. / Rel
by Software
Type
by Function
by Release
by Tool Type
by Function

Our Key Problems and Challenges

Phoenix: IT Change Project
• Managed &
measurable IT
services and
Measurement
Framework
• Best practice
processes (ITIL &
CMMI) and
structured
approach
IT Governance
Framework
Get Close to
the Business
• Redefine
processes how IT
interacts with
Business
• Re-align IT
organisation to
business
• Repositioning of
IT-organisation
within Group
Implement
End-to-End IT
Service
Processes
• Positioning and
Identity of IT
within Emirates
Group
• High performance
culture,
ownership,
leadership
• Strategic sourcing
model
• Strategic direction
& priorities driven
by Business
• Framework for
Enterprise IT
architecture and
Standards
People
Project Scope

Vision & Positioning

Governance Communication
IT Architecture
& Standards
External
Supplier
Mgmt
IT Strategy
Portfolio
Management
Financial
Management
Quality
Management
Organisational
Development
IT Performance
Measurement
Security & Risk
Management
Business Info.
Architecture
Relationship
Management
Service Level
Management
Customer
Relations
Project
Planning
Proj. Monitoring
& Control
Risk
Management
Req. Mgmt &
Req. Dev.
Design &
Development
Program
Management
Product
Integration
Validation
Verification
Proj. Config
Management
Production
Service Req.
Management
Inventory &
Stores Mgmt
Identity &
Access Mgmt
Capacity
Management
Availability
Management
Continuity
Management
Operations
Management
Release
Management
Configuration
Management
Incident
Management
Problem
Management
Change
Management
Security
Management
People Performance
Management
Training &
Development
People
Life Cycle
Resource
Planning
Recruitment
Projects
Supplier
Relations
Design: Process Map

Design: Process Map
IT Architecture
& Standards
IT Strategy
Portfolio
Management
Financial
Management
Quality
Management
Organisational
Development
IT Performance
Measurement
Security & Risk
Management
Business Info.
Architecture
Communication
IT Solutions &
Customer Services
Relationship
Management
Service Level
Management
Project
Planning
Proj. Monitoring
& Control
Risk
Management
Req. Mgmt &
Req. Dev.
Design &
Development
Program
Management
Product
Integration
Validation
Verification
Proj. Config
Management
Service Req.
Management
Inventory &
Stores Mgmt
Identity &
Access Mgmt
Production
Capacity
Management
Availability
Management
Continuity
Management
Operations
Management
Release
Management
Configuration
Management
Incident
Management
Problem
Management
Change
Management
Security
Management
Performance
Management
Training &
Development
People
Life Cycle
Resource
Planning
Recruitment
External
Supplier
Mgmt
IT Strategy &
Architecture
IT Production
IT Strategic Sourcing &
Development
Supplier
Customer Relations
Relations
People
Projects
Governance

Emirates Group IT Structure
Cargo
Airport
Engineering and
Flight Ops
PSS & Pax
Experience
Group Services
Leisure & Agency
Commercial &
Planning
Customer Service
Support
Regional Sales
Regional Sales
Regional Sales
Communications
Product Strategy
IT Enterprise
Architecture
Security & Risk
Management
Quality Management
IT Support Services
Service Level
Management
Data Centre
Operations
Data Centre
Technologies
Comms & End User
Tech.
Deployment
Services
Problem
Management
IT Resource Mngt -
PM
IT Resource Mngt. -
PM
IT Resource Mngt. -
SD
Strategy &
Architecture
Production
Strategic Sourcing &
Development
Solutions &
Customer Services
mercator
Emirates Group
IT

Supplier vs. Part of Business
Grow the Business
Run the Business
Mitigate risk
T r a n s f o r m
Business

… and the world moved on …

Feedback from Business
• Closer integration with business, get out of
the ‘Receiver of order’ mode
• Be more proactive, drive change and
innnovation
• Be more open to buy vs. build, leverage
more partners/suppliers
• Group-wide governance of IT while ensuring
cross-departmental synergies and more re-use
of systems
• Be more agile and improve time-to-market

Our new journey ahead
▪ Step change in Customer
Intimacy
▪ Shift from System
Development to Solutions
Delivery
▪ Introduce Service
Management
▪ Step change in Partner &
Supplier Management
▪ Closer Integration and
Collaboration with Business

Vision & Positioning 2013

IT Process Landscape 2013
Financial
Management
Partnership
Management
Supplier
Management
Security &
Risk Management
Strategy
Management
Architecture
Management
Quality
Management
Portfolio
Management
Strategy and Governance
Account
Management
Business Solutions
Development
Business
Integration
Program
Management
Project
Management
Software
Development
Service Management
Service
Management
Service
Delivery
Technical
Operations
People Process Performance
Management
Training &
Development
Reward &
Recognition
Recruitment
Solution Delivery
Supplier
Relations

Emirates Group IT 2013
IT
Business
Technology
Solutions
Account
Management
HR Finance
Business
Solutions
Development
Business
Solutions Delivery
Business Service
Management
Service Lifecycle
Technical
Operations Centre
Software
Development
Application
Support
Testing
Production
Technologies –
Datacenter
Partner & Supplier
Management
Security
Compliance
Architecture
Innovation
Strategy
Production
Technologies –
EUT & UC
Customer Support
& Deployment
Services
Service
Management
Software
Engineering
Infrastructure
Management
Strategic
Services

Emirates’ Spirit
of Innovation

Driving Innovation with Partners
January 29th 2008, Dubai:
Emirates sign an agreement with Microsoft to establish
a joint Innovation Lab in Dubai to develop innovative solutions
for the Travel & Transportation Industry

Innovation Lifecycle
Passenger
Tracking,
Baggage
Tracking,
Customer
Behaviour
Analysis,
Emirates
Store
Late
to
Gate,
Temperature
Logging
using
Sensors,
Predictive
Analysis,
CDS,
Apps
Smart
Walls,
Apps,
RaspberryPi
Patrick Naef 45
Ideation
PoC
Production

… and what’s next?
Some trends & buzzwords:
▪ Open the company for
collaboration
▪ BYOx, Consumerisation of IT
▪ Crowd Sourcing

New Distribution Models
Music Store (1990) Music Store (2000) Music Store (2010)
Patrick Naef
Music Store (2014)
iTunes

BYOx, i.e. your own connectivity
Company network Personal mobile 4G network

Combining different data sources/ sensors

Open & Crowd Sourcing
• That’s where innovation happens
• The way of working of Gen-Y / Gen-Z
• Accept that users and customers will be in control
• The more you share, the more you will receive
• Open Architectures: The times of monolithic systems
are over
• Open up the company for collaboration, be part of it!
• Adapt OpenSource community models internally
Patrick Naef

Hackathon Update
320
Hackers
*60
Apps
*
24
Apps
Patrick Naef 52

Innovation Lab Deliveries
Innovation for Line of Businesses
• RaspberryPi based Screens
• IoT based Aircraft Temperature Monitoring System
• Beacon to log the temperature of a shipment
• Beam Robot for telepresence
• Big Data/Machine Learning
• No Dispatch Messages for Aircraft
• Free text search on KIS
• Grid computing based solution to reduce the
job processing time from 36 hours to 3
hours.
Patrick Naef 53
• Apps
• ERP Lite
• ILearn
• Scream (for Cargo)
• Feedback App for Service Centre

Patrick Naef 54
Customer facing Innovation
• RaspberryPi based Screen
• Big Data / Machine Learning
• Predict Late to Gate
• Sentiment Analysis
• Customer segmentation for
personalised campaign.
• IoT based Solutions
• Electronic Bag Tags
• Beacon deployment at Airport
• Wireless Chargers with Intel
• Oculus based A380 Experience
• Apps
• Customer Survey Apps

Patrick Naef
55
Electronic Baggage Tag
• The Electronic Bag Tag is a
portable E-ink display fitted with
BLE technology that can be
attached to any bag to display
the Industry Standard Barcode.
• The Bag Tag will interact with
native iOS & Android
applications on the user’s
smartphone to relay information
over Bluetooth.
• Once the user has his unique
Barcode from the MACS
system, the Barcode will be
pushed on to the E-ink display
via Bluetooth.
Benefit to the user:
• No more paper printed Bag Tags
• True Check-in : The user can generate the
Barcode at home, this allows for the bags to
be dropped off at the airport without the
going through the existing check-in process
• The users will be notified on their
smartphones when the baggage arrives on
the carousel

Patrick Naef
56
Airport Beacons
• DXB (Mainly T3 - Concourse
A, Concourse B as well as
the Emirates lounge in
Concourse C) is mapped in
order to determine the
positions to place BLE based
beacons.
• An Android based
smartphone application is
being developed for Airport
Agents; while a mock iOS
based smartphone application
is being developed for
Passengers which interact
with the positioned beacons
to relay relevant information
to the Agents and Passengers
Benefit to the user:
• Track other agents within the airport in Real-
Time
• Track Passengers in Real-Time through the
app
• Help Navigate to Points of Interest (POI)

Patrick Naef
Thank You
Emirates Group Information Technology
PO Box 686
Dubai, United Arab Emirates
Telephone: +971 4 203 3004
Email: enquiries@emirates.com
Telephone Dubai: +971 4 203 3135
Telephone Bangkok: +66 2 260 8488
Email: enquiries@mercator.com

Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

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Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up