a success case of collaboration gruairport & gol a success ca… · a success case of...
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OLD STRUCTURE (CGA)- INFRAERO
The INFRAERO implemented the Airport Management Center – “CENTRO DE GERENCIAMENTO AEROPORTUÁRIA (CGA)” This Center was a initial conception of ACDM, focused in integration between all stakeholders, basically in:
• Boarding Passenger • Arrival passenger
AIRPORT MANAGEMENT CENTER “CENTRO DE GERENCIAMENTO AEROPORTUÁRIA”
• The main areas were segregated and physically separated.
• Operating system were not integrated and unified. A lot of rework and time was needed.
• Limitation of the infrastructure.
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OPERATIONAL CONTROL CENTER
THE GRUAIRPORT OPENS THE NEW OPERATIONAL CONTROL CENTER
MAY OF 2014
OPERATION DIRECTOR
OCC
SLOT CGO STATISTICS CCP COA
NEW STRUCTURE
OPS
FOR THE CONCEPCT OF ACMD:
OCC - CGO
New Buildings investments
Organizational restructuring.
New technology investments
Improve the integration between sector and add more groups to collaborate.
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New procedures
COA + CCP CCI – SECURITY INTELLIGENCE CRISIS ROOM
SECURITY
EMERGENGY CENTER
“CENTRO DE CONTROLE OPERACIONAL”
Concept deployment of C5I (Command, Control, Communications, Computer,
Collaborative, Inteligence)
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The AMS provides system integration, real-time operational control, increased agility, and enhanced collaboration between stakeholders.
AIRPORT MANAGEMENT
SYSTEM
ZEUS/ACDM
The Operational Control Center is responsible for coordinate and monitoring, in a collaborative form, all operations of arrival and departure, from the park position, boarding gates, baggage conveyors, customs line flow and transports, to improve operation flow.
1) Daily management of KPI of the airport operations 2) Integration and share information, improving the relationship with all stakeholders (Airline Company's, Ground handlers, Maintenance,
Federal Police, Customs) 3) Operational Planning and optimize the operation 4) Management of the utilization of infrastructure (E.g. Aircraft stand/ gate management)
OPERATIONAL CONTROL CENTER CENTRO DE CONTROLE OPERACIONAL
A system that helps to keep staff at all levels informed and manage the daily operation, sharing information.
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ACDM AIRPORT COLLABORATIVE DECISION MAKING
ACDM is a concept created to develop a collaborative decision process on airport operations. The concept is based in the integration and collaboration of all stakeholders, (GRUAIRPORT, Airline Company’s, Ground Handlers, Public Agency and Air Traffic Control) sharing information in real time.
AMS
ATC
AIRLINE COMPANYS
GROUND HANDLER
CONTROL CENTER
PUBLIC AGENCY
AIRPORT OPERATION
CCO
INTEGRATIONS
TAKE OFF 10 TAXI 8 PARK OFF 7 BOARD/LOAD 6 TO GATE 5 IMIGRATION 4 SECURITY 3 CHECK IN 2 TRANSPORT 1
LANDSIDE
TAKE OFF 9
LANDSIDE
IN FLIGHT 1 LAND 2 TAXI 3 DEBOARD 5 IMIGRATION 6 RECLAIM 7 CUSTOMS 8 EXIT 9 10 PARK IN 4 TRANSPORT
EXIT
• Higher planning accuracy and planning reliability of operational processes
• Reduce the waste of slot in ATFM/CGNA • Improved adherence to ATFM slots and thus optimal
utilisation of available ATC capacity
• Reduce Taxi time • Increase the flow in Aprons and TWY • Reduce engine run times and aircraft movements
• Better utilisation of infrastructure, e.g. aircraft stand/gate management
• Improve reconciliation baggage time. • Optimize the road
access and transport.
• More efficient use of airline and/or handling resources • Optimised Turn-round times
• Better predictability of deviations from the plan
• Increased efficiency from improved punctuality
• Improve the security and customs process times
EMBARQUE BOARDING
EMBARQUE ARRIVAL AIRCRAFT
TURN AROUND
MELHORIA NOS PROCESSOS COMMON GOALS
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IMPROVEMENTS - ON TIME PERFOMANCE
NEWS
2014
*GRU wasn’t in the list
2nd better OTP in the world (88%)
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A QUICK VIEW OF WHAT GRUAIRPORT ARE WAITING FOR
HOW GRUAIRPORT SEE THE ACDM?
ORGANIZATION
KPI
COMMUNICATION
AIRLINES
ACDM INFORMATION
SHARING
OPERATIONAL EFFICIENCY
SERVICE LEVEL
FOCUS ON MANAGEMENT
AIRPORT
GH
AIR TRAFFIC CONTROL
SHARED INFORMATION
CCO ACDM
BENEFITS - GOALS
COSTUMER
• Delay reduction • Better conection • More satisfaction
GRUAIRPORT • Improve the usage of Airport
infrastructure.
AIRLINE
• Real time information • Knowledge of the status of the
flight • Cost reduction
GH
• Cost reduction • Improve the usage of the
equipments
• Updated informations • Improve the planning
ATM OTHER
STAKEHOLDERS
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IMPLANTATION OF ACDM IN GRUAIRPORT
WHAT GRU ARE DOING?
Creation of Work Groups with airlines
CREATION OF WORK
GROUPS WITH AIRLINES 1
Introduction of ACDM Concept
Present the goals of the ACDM
Regular meetings, analysing the evolution of KPI
Be present in the CCO, collaborating with information and data. NEED PLEOPLE THAT CAN DECIDE.
DOMESTIC AIRLINES INTERNATIONAL AIRLINES
AIRLINES THAT ALREADY IN CCO:
GOL is the first Airline to has a Work Group.
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IMPLANTATION OF ACDM IN GRUAIRPORT
WHAT GRU ARE DOING?
CREATION OF WORK
GROUPS WITH AIRLINES 1 DEFINITION OF
COMUM KPI 2
Creation of new procedures and KPIs
Improve the confiability and accurancy
Improve the estimated times
Creation of standards KPIs
TAXI IN TIME
TAXI OUT TIME
EXAMPLE - KEY PERFORMANCE INDICATOR
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IMPLANTATION OF ACDM IN GRUAIRPORT
WHAT GRU ARE DOING?
CREATION OF WORK
GROUPS WITH AIRLINES 1 DEFINITION OF
COMUM KPI 2 INTEGRATION
BETWEEN AIRLINES 3
Integration between Airlines
Improve usage of Airport infrastructure
Sharing Information with all Airlines and Community
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IMPLANTATION OF ACDM IN GRUAIRPORT
WHAT GRU ARE DOING?
CREATION OF WORK
GROUPS WITH AIRLINES 1 DEFINITION OF
COMUM KPI 2 INTEGRATION
BETWEEN AIRLINES 3
Integration between all Stakeholders
INTEGRATION WITH
OTHER STAKEHOLDERS
(ATC, GH, AGENCYS) 4 5 FULL INTEGRATION
New Tecnology “SAGITARIO”
IMPLEMENTATION OF NEW TECNOLOGY
“SAGITARIO, an acronym in Portuguese for “Advanced Air Traffic Information and Operational Awareness and Reports Management System” provides to the air traffic controllers a solution that incorporates the operational field requirements and industry best practices”
• DECEA approved GRU to install the SAGITARIO, providing the REAL TIME operation in TERMINAL SP.
• After start the conception of ACDM in the ground operation, GRU aims to improve Air Traffic operations, creating interactions with ATC and others envolved.
SAGITÁRIO
Creation of “Master Room”
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Capt MIGUEL DAU Operations Director/COO
GOL - THE FIRST EXPERIENCE
OBRIGADO GRACIAS THANK YOU
ACDM - GOL & GRU AIRPORT
ACDM
Collaborative decision process among
Airline, Airport and other stakeholder, e.g.:
ramp handling.
GOALS
Improvement of operational efficiency,
contributing for better planning and rational
use of the Airline and Airport resources.
KPIs
Discussion of Airport and Airline KPIs and
action plans
PASSENGER EXPERIENCE
Define and implement processes and flows
to improve passenger experience.
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7 steering
committees
Meetings also include our partners:
ACDM - GOL & GRU AIRPORT
21 working
meetings
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ACDM involves GOL and
GRU Airport top Leadership
Airport
Collaborative
Decision
Making Process
ACDM
Steering Committee
• Sergio Quito • Randall
Aguero • R. Gesse
• Miguel Dau • Montano • Wilson
Working Groups
• Andrei • Aildo • Mariana • Ana Cristina
• Vilma • César • Marisa • Carlos
KPIs
• Andrei • César
PMO
• Andrei • César
Improvement Projects
• Mariana • Aildo • Camila
• Marisa • César • Diego
Responsibilities Sets goals, objectives and general guidelines Approves new projects Approves implementation of projects Frequency of meetings Montly
Responsibilities Submits proposals for continuous improvement projects Project execution and follow up Frequency of meetings Every 2 weeks
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KPIs to follow up
GOL & GRU AIRPORT
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OTP
2
Infrastructure
Category KPI Responsible
OTP Arrival Dom - Inter 15’
OTP Departure - 0’ Dom
OTP Departure - Dom / Inter 15’
Top 5 Delays
Infrastructure Delays 0’
Taxi in/ Taxi out
Air Traffic Delays 0’
% Jetbridge and Hardstand Flights Dom/Int
% Gate change – Dom/Int
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KPIs to follow up
GOL & GRU AIRPORT
Connectivity
Category KPI Responsible
Load Factor & Connectivity
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Baggage
Mishandled Bags
Damaged Bags
Baggage Claim Reports – Dom/Int.
4
Passenger Experience
Service Channels
Satisfaction Research - Gol
Satisfaction Research FIPE – GRU Airport
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Safety
Bird Strike
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75.3 75.6 78.9
81.9 82.4 81.6 81.5 81.8
69.6 66.1 66.8
70.5 72.4 73 73.7
82.1
0
10
20
30
40
50
60
70
80
90
100
0
10
20
30
40
50
60
70
80
90
100
Jan Feb Mar Apr May Jun Jul Aug
2015 2016 Goal
71.7% YTD
Source: GRU AIRPORT
71% GOAL 2016
* in %
% Jet Bridges Flights – Domestic
Domestic Flights operated in Jet
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22.4 22.8
27.6 28.9
34.7 36 32
40.5 37.4
39.2 43.2
49.4
67.2
59.1 56.5
62.7
0
10
20
30
40
50
60
70
80
90
100
Jan Feb Mar Apr May Jun Jul Aug
2015 2016 Goal
51,8% YTD
55% GOAL 2016
Source: GRU AIRPORT
* in %
International Flights operated in Jet
22
15’ YTD
15’ GOAL 2016
23’ YTD
20’ GOAL 2016
15
17
14 13
15 15 16
17
15
0
5
10
15
20
25
30
Jan Feb Mar Apr May Jun Jul Aug Sept
First Bag
First Bag Goal First Bag
26 28
22 21
22 23
25 25 23
0
5
10
15
20
25
30
35
40
Jan Feb Mar Apr May Jun Jul Aug Sept
Last Bag
Last Bag Goal Last Bag
Baggage Claim – Domestic
Baggage Claim - Domestic Flights
Source: GRU AIRPORT
* in Minutes * in Minutes
Decrease of 3,2% in September, compared to YTD average until August
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16’ YTD
18’ GOAL 2016
32’ YTD
30’ GOAL 2016
16 17
18 16
14 15
16 14
13
0
5
10
15
20
25
30
35
Jan Feb Mar Apr May Jun Jul Aug Sept
First Bag
First Bag Goal First Bag
39
34 33 31
28 30
34
30 29
0
10
20
30
40
50
60
Jan Feb Mar Apr May Jun Jul Aug Sept
Last Bag
Last Bag Goal Last Bag
Baggage claim – International
Baggage Claim - International
Source: GRU AIRPORT
* in Minutes * in Minutes
Decrease of 12,7% in September, compared to YTD average until August
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Mishandled Bags Ratio in Connecting Flights = 0.48
20,9% decrease in baggage mishandled and damaged in 2016 compared to 2015
7.76 7.51
5.94
4.79
5.22 4.94
4.56 4.42
3.94
3.72 3.63 4.05
3.84 3.90
3.44 3.21
3.95
4.78
4.16 3.98
4.08
0
1
2
3
4
5
6
7
8
9
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2015 2016
Mishandled and Damaged Bags
Mishandled and Damaged Bags Ratio (*1000 P
Source: GOL
25
70
83 89 88 88 86
81
94
86 88 83
74 82.5 84.6
88.6 93.9
82.6
73.2
87 90.3 88.3
0
10
20
30
40
50
60
70
80
90
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
D15 - Domestic Flights
2015 2016
% OTP Domestic Flights – D 15’
Source: GRU AIRPORT
85.3% Domestic YTD
26
67
78
86 87 88 82
76
97
90
82
74 73
81.8
79.8
87.4 90.5 89.4
77.3 80 84.7 85.3
0
10
20
30
40
50
60
70
80
90
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
D15 - International Flights
2015 2016
% OTP International Flights – D 15’
Source: GRU AIRPORT
83.8% International YTD
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Satisfaction Survey – GOL & GRU Airport
7.81 7.82
7.95
8.08
8.30 8.28
7.5
7.6
7.7
7.8
7.9
8
8.1
8.2
8.3
8.4
1st q 2015 2st q 2015 3st q 2015 4st q 2015 1st q 2016 2st q 2016
GOL Survey *
GRU Airport Survey**
4.0 3.99 4
4.07
4.02
4.14 4.14
4.16
4.11
4.07 4.04 4.04
4.1 4.1 4.1 4.1 4.1
4.1 4.1
4.2
Jan Fev Mar Abr Mai Jun Jul Ago Set Out Nov Dez
2015 2016
* Source: Ibope
** Source: Fipe 28
Ramp Vendor Transition
Biggest ramp transition
ever held in Brazil
• 2,800 flights per month
• 657 Employees
• 449 pieces of GSE
• 102 days to transfer Ramp
operation from Swissport to Dnata
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Ramp Vendor Transition
Transition success achieved
through ACDM coordination
• Two phase transition
• Dnata takes international flights on
September 11
• Full operation starts on October 01
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