airport it&t 2013 lloyd gozzett
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“The whole is greater than the sum of its parts” Aristotle
Lloyd Gozzett
Airport Technology Leader (Former Manager of Airport and Airline IT Operations,
Emirates)
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“THE WHOLE IS GREATER THAN THE SUM OF
ITS PARTS”
How can Airport and Airline Technology Managers Collaborate to Improve Customer Experience and
Efficiency of the Passenger Journey?
Lloyd Gozzett – Aviation Technology Leader © Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
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Industry background
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Airport and Airline Technology Manager
• Large Airports across UK and Middle East
• Missions critical pax facing technology
• Accountable for Airport technology on behalf of Emirates at DXB and network
• Opening of Concourse A – world’s first dedicated A380 terminal
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Industry outlook
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Substantial growth
• +30% or +800m pax by 2016
• Aircraft orders up
• 55% - 2011 v’s 2013 at DXB airshow
• Larger planes
• A350, A380, 777X
• … is Airport capacity growing at the same rate?
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Aviation Technology Today
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Mature suite of products
• Varying levels of differentiation
• Customer has a great choice of solutions
• …. it’s a good place to be
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Airport & Airline Technology investment, typically
• Costs money
• Takes time
And in the meantime the industry continues to grow…
Challenges
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Nearly 20 years since the arrival of the first SSK
• .. the answer lies over 2000 years ago
So what with Aristotle..
DATA EXCHANGE DATA FUSION
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
• Improved airport planning
• Improved airline decision making
• Improved passenger experience
• Airport and Airline differentiation
Key benefits
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Data Exchange Model
Airlines
Departing PAX loads
Check-in status
Arriving PAX loads
Transferring PAX v’s Immigration Clearance
Bag / Pax ratio’s
Passenger Tracking
Airport
Terminal Congestion Forecast / Queue metrics
Security Clearance Demand / Capacity
Baggage reclaim allocation
Transfers / Border control process times
Forecourt Congestion
Passenger tracking
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Real life applications…
Late to Gate
• Predict to within 80% accuracy if a passenger is likely to be late to gate…
• 20 – 30 data points
• Monitor across the pax journey and provide assistance as required
• Benefits to all parties
• OTP, Customer Service, Congestion, Waste
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Real life applications…
Border control and clearance
• Accurate pax loads • Connecting / non connecting loads
• Passport profile
• Accurate ATA
• Accurate On Chox / VTT / Doors Open
• Stand location
• Offload times / airport transit times
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Real life applications…
Passenger Tracking • Monitoring and sharing passenger transition
through various touch points • Arrival, Check-in, Security, Lounge, Gate • Communicating with passenger via mobile apps,
SMS, social media, airline/airport staff
• Benefits to all parties • OTP, Customer Service, Retailing, Personalisation
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© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
Creating an environment for collaboration • Ensure the organisation has correct structure
• Business Technology Relationship Management
• Have the right people in these roles • Airport and Airline Operational knowledge • Technology Leadership • Relationship Management • Problem solvers • Innovators
• Promote formal and informal forums for collaboration and innovation
• Test, trial and learn together – builds trust and understanding
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1+1=3
© Lloyd D Gozzett. All rights reserved. [email protected] +44 7957 77 52 92
DATA
SHARE
FUSE
ACT
TEAM