92 GROUND HANDLING INTERNATIONAL OCTOBER 2013FACILITIES MANAGEMENT

mniserv is actually an offshoot of Air Serv, a US company formed back in 2002 and which is based

in Atlanta. Air Serv is in the business of providing innovative and dependable solutions to the aviation industry and fields some 12,000 team members, who between them support the world’s leading airlines and freight companies at airports throughout the US and the UK. As can be imagined, with decades of experience in all facets of the aviation business, the companies share a dynamic and uniquely spirited culture. Enhanced by world class processes and a service delivery system that drives team member productivity and performance against service level targets, Air Serv looks to deliver superior and cost-effective aviation services.

In 2009, Air Serv joined forces with the aviation-related security and services division of International RAM Associates of Austin, Texas. Thanks to a combined network, the group was then able to serve over 50 airports, including 27 of the nation’s top 40 markets in the US and 12 of the top 30 airports worldwide. Combined, this is now the global leader in terms of wheelchair, baggage handling and Skycap services.

These combined operations have also expanded the company’s presence in terms of security services, with which it has a significant presence. Security services include access control and loss prevention, perimeter and aircraft guarding and cargo screening.

Air Serv was duly acquired in 2012 by ABM Industries, itself a global provider of facilities services. ABM’s comprehensive capabilities include expansive facility services, energy solutions, commercial cleaning, maintenance and repair, HVAC, electrical, landscaping, parking and security, provided through stand-alone or integrated solutions. Air Serv, as part of ABM, has become a global leader, supplying services to over 109 airports in the US, as well as six airports in the UK.

So what’s on offer at Omniserv? In this niche area, it’s the tasks and duties that are often overlooked in the bigger picture that is ground handling today. Cleaning of both aircraft and facilities are an important part of the company’s brief, along with the afore-mentioned security services. Passenger services embrace PRM care as well as

Ambassador (more anon) and Skycap functions; and there is the ground transportation side of the equation, too. This extends to the management of car parks, incidentally. Finally, baggage handling as a service is also offered.

Omniserv now…

To bring us up to date, we spoke with Ernie Patterson, who is the company’s Chairman.

“Omniserv was actually formed in 2003, when Air Serv expanded its presence into the UK, and it operates the PRM contract for HAL at Heathrow airport, which is the largest contract of its kind in Europe. Omniserv also provides PRM services for Glasgow airport.

“Additionally, Omniserv supplies security services for airlines at Heathrow, Manchester, and for Leeds Bradford International airport. As a company, we employ 750 staff, a number which increased to 1,050 this July, with the commencement of the new Heathrow Ambassador contract.”

The Heathrow contract was obviously a breakthrough: what did he feel had been the tipping point in gaining the contract?

“The elevation of customer service to a new Heathrow airport standard plays to Omniserv’s strengths. We have recent, relative and proven experience at raising service standards for PRMs for all 81 airlines across all terminals at Heathrow. Omniserv has, at its core, five principles aimed at driving enhanced customer service. These are training, technology, employee recognition, employee satisfaction and customer satisfaction.

“For the Ambassador programme, we have teamed up with the Ritz Carlton Leadership Centre in Washington DC to design a Heathrow Customer service training programme for all Ambassadors, which will be undertaken by the Ritz Carlton training team

during August for the Leadership Team and September for the Operation Ambassadors.

“We will also be introducing new technology, using Samsung tablets issued to Ambassadors to answer frequently asked questions in multiple languages, to capture operational data and provide customer information on all aspects of way finding and retail opportunities. The successful and proven employee motivational programme, which is known as The Chairman’s 110% Club, has been introduced in order to recognise, honour and reward what we term Legendary Customer Service.

“Through collaborating with Satmetrix, the California-based net promotion company, we will track both employee and customer satisfaction, and aim to increase net promoter scores and build loyalty to the Brand Heathrow. We are excited at being involved in a partnership with Heathrow airport in this ground-breaking elevation of customer service that will be delivered across all terminals and which will be focussed on personalising the customer journey, and in the process make Heathrow Europe’s hub airport of choice.”

Could he say a little more about the mechanics of the Ambassador offering at Heathrow?

“Essentially, the Ambassador Service is looking to provide an enhanced multi-lingual and cultural interaction of face-to-face customer service standards to worldwide passengers as they arrive, transit and depart the airport. Our aim is that of creating a blueprint for exceptional service.

“All our Ambassadors have high grooming and etiquette standards and their primary rôle is that of providing assistance and information through their expert knowledge of the passenger journey to ensure the service is delivered to the highest level. So we will be involved in CUSS and bag drop, queue management, fast track services, e-Passport gates and immigration hall queue measurement. This is as well as passenger connections and track transit, where we manage the passenger flow at peak times on the Track Transit System. “

And what about Omniserv’s

Serving all The news that Omniserv had recently won an important contract at

Heathrow led the Editor to find out more about this specialist provider.

Omniserv formed in 2003

Ernie Patterson: enhanced customer service

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93FACILITIES MANAGEMENTOCTOBER 2013 GROUND HANDLING INTERNATIONAL

extent was this offering growing in line with an ageing, yet still active population? Had there been any specific challenges in rolling out this type of PRM service? And did he feel that the service offering has changed much over the years?

“We’ve calculated that between 2- 4% of all passenger throughput are

those requiring assistance; and with ageing populations, better airport facilities, improvements in passenger mobility devices and the introduction of the EU regulations published in 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, we have seen an increased demand for our services. The main challenges we face are the correct classification of the PRM traveller and the pre-notification time of PRM passengers from airlines, prior to the date of travel: this enables us to plan the correct resource requirement and the correct equipment to assist the passenger, in order to ensure they receive the best possible service.”

And looking further ahead, what were the next steps for Omniserv: would the company be focussing on just the UK?

“Omniserv, with the support of owner ABM, will select a wide range of value opportunities that fall within the scope of the group’s extensive portfolio of services. We also monitor the OJEU for related services that come up for tender across the UK and Europe and we subscribe to various tender websites to ensure we do not miss an opportunity.“

philosophy: what differentiates his particular operation from other providers of PRM assistance and grooming services?

“We pride ourselves on what we call Legendary Service, that is, a tailored managerial experience and support to our network of services to ensure that we meet customer and passenger needs. Our smart uniform and dress code requirements will identify and differentiate our brand amongst the airport community. There is also our continuously-evolving technology and reporting systems, which will provide valuable management information, drive efficiencies and generate cost savings. Then there’s our recognition programme and incentives for our hard-working employees with the Chairman’s 110% Club: in this context there is, for example, the opportunity of winning a trip to the Atlanta headquarters of Airserv for the top performers in the organisation.”

… and the future

To conclude, could he furnish some thoughts on PRM provision: to what

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AMSS Final 2.ai 1 06/09/2013 15:30:20

Assistance a key requirement today

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