Download - Transforming Airports - CISCO Report 2010
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Transforming AirportsSmart Airport – Insights for sustainable business models for the future
June, 2010
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1. Trends, challenges, and opportunities
2. Evolution of the airport
3. Toward a sustainable business model
4. Discussion
AGENDA
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Aviation Trends, Challenges, and Opportunities1
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Industry Uncertainty
Source: IATA Economic Reports 2008
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Outlook
“… our resilience has been tested by disease, war, terrorism, spiking oil prices and even a volcano. The worst economic recession in 80 years saw revenues drop by $81 billion and
losses of almost $10 billion in 2009.Today there is some cautious optimism. Global traffic is back to pre-recession levels with load factors nearing 80% and the bottom line is improving. Asia-Pacific is powering the upturn with $2.2 billion in profit. North American carriers will move into the black at $1.9
billion. Latin American airlines will return $900 million, the only region with two consecutive profitable years. Middle Eastern and African carriers will each deliver profits of $100 million.
But not all regions are recovering equally. Europe with its weak economy will be the only region in the red, with a $2.8 billion loss. But today we are upgrading our global industry forecast to a full-year profit of $2.5 billion. This is the first global profit since 2007. It is a
reason to celebrate. But with a margin of 0.5%, it will be a modest party…” *
* IATA, State of the Air Transport Industry, 7 June 2010
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Airport Economics Evolving
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Global Aviation Trends
Network and AircraftHub Bypass
Point/Hub to Point
INTENSIFIEDCOMPETITION
Rise of Low Cost CarriersRegional Hubs Under Fire
CUSTOMERSHigh ExpectationsPrice Sensitivity
RISING COSTFuel Prices
Higher Operating Costs
Diagram Source: Blackstone Gates
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Airports slash fees
Major airports across the globe are slashing charges in an attempt to help embattled airlines cope with the downturn in 2009.
In Singapore, the Civil Aviation Authority of Singapore has announced a slew of measures, including a 25 per cent rebate in landing fee at the Changi and Seletarairports.
In China, its civil aviation administration has suspended for six months its 10 per cent surcharge on landing fee at the nation's airports. Several other international airports have followed suit.
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Responding to the Strategic Threat
Exploit technology to enhance the flow of people, goods and information, and to make the flow as efficient, reliable and safe as possible.
Deliver superior passenger care processes based on best-in-class Customer experience (along entire journey value chain)
Lead Operational efficiencies (e.g. high reliability in services, baggage handling, quickest plane turnaround) based on real-time operational information across Airport. Pass these benefits on-to the customer
Transform the Airport as multi-services hub
Create Key Metrics and Measure Relentlessly
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Evolution of the airport2
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Evolution to Smart Airports
SMARTAIRPORT
AGILE AIRPORT
AIRPORT2.0
Source: Cisco IBSG, 2008Services Framework
Busin
ess R
ele
vance
AIRPORT1.0
AIRPORT3.0
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Evolution to Smart Airports
•Real-time operations and process integration, reduced latency
•World-class customer experience and personalized services
•Mobile workforce and collaboration•Extensive Sensing-Intelligent Analyzing-Responding (SIAR) capabilities and integration
„SMART“ AIRPORT
„AGILE“ AIRPORT
• Improved operations and flexibility (gates, terminal equipment, turnaround management)
• Improved Passenger experience (self-service)• Multi-business Hub• Single converged infrastructure• Basic sensor capabilities
•Many Airports today•Lacking operational efficiencies•Poor passenger experience•Siloed data, processes and systems
AIRPORT1.0
IATA initiatives• E-Ticketing (ET)• Bar Coded Boarding Passes
(BCBP) • IATA e-freight• Common Use Self-Service
(CUSS)• Radio Frequency ID (RFID)• Baggage management
Improvement Programme (BIP) & Fast Travel
Source: Cisco IBSG, 2008
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Smart Airport vision
“Digital Grid” (Real-time
infrastructure) acting as nervous
system and touching every point
of interaction
Real-time operations and
process integration
World-class passenger
experience and operational
efficiency
Sensor-driven capabilities as
basis for smart services
Mobile workforce and
collaboration
Integrated Safety and Security
Vision
Source: Cisco IBSG, 2009
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Toward a sustainable business model3
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Non-Aeronautical Revenues
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Non-Aeronautical Sources of Revenue
Managed Service
Passenger Wallet Share
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Managed Service Provider Opportunity
Virtual Connection & Common Use Savings
Physical Security/ Connected Real-Estate.
Digital Surveillancee.g. IPCCTV
RFID Savings & Inventory Management e.g. Wheelchair / Asset location
Connected Digital Media (Universal Signage)
Airside/Gate/Office Unified Communications
Real Time Connected Passenger Processing
Mobile Workforce
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Product Strategy
Diagram Source: Blackstone Gates
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Enhancing Passenger Experience and Wallet Share
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Cell phones
T-Mobile Sidekick
SmartPhoneTIVO
Direct TV
XM satellite radios in cars
Apple iPods
Laptop PCsDesktop PCs
Linux server
Wireless network
IP Telephones
Fax machine
Evolving Consumer Technologies
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A revolution in mobile
iPhone 8Mb Blackberry Storm
Samsung 8330 Nokia N96 iPhone 76 Sony Ericsson iPhone 16Mb iPhone 16Mb Blackberry Bold
Easy to use, full screen touch interface 3G and wifienabled devices specifically designed for internet use are dominating the sales charts and being bought across market demographics.
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Now services are easy to deploy, use and make money…
The iPhone, Windows Mobile and Linux offer a platform for a vast array of applications that are delight consumers and stimulate business
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Sample Application – Resort Navigator
Admin ConventionSchedule
ResortNavigator
PersonalizedPromotions
Hi Holly:FragranceCoupons
Wi-Fi RoutingSwitchingVoiceSecurity
Monet 1 Monet 2Monet 3Galleria 1Galleria 2
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Enhanced Mobility Services
First category appear: Help
Different icons are linked to different sub-services
Display web coupon (readable by IR scanner directly on screen)
Explore Store Map
Subscribe to RED card (loyalty card) online or view account status
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Personal assistant Destination information with link to services
Directories and maps
Examples of Services delivered at the Airport
Airport
Airport
How can I help?
Airport
Video connectivity with personal assistance via wireless network.
Shopping assistant.
Maps
Directory
Destination information
Sponsored links to 3rd
party servicesDirections. We know their actual location so can give real time directions
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Wireless Services
Accuracies of 3 feet are possible indoors using 802.11x to drive incentives in rich media form directly to customers
Source: Pictures and Diagrams from Acuity
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Opportunities to Change the Game
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Incomplete view of the customer
PNR – flight information, freq flyer, class of serviceProfiles – business, leisure, frequency, patternsMacro view – demographics, destination and origin
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Customer Insights
What do my passengers
spend
When do they shop
What other items might they buy
How promotion sensitive are
they
Which items drive price sensitivity
How price sensitive are they
What’s my share of their
wallet
Who are my best
customers
What messaging or
media are most effective
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Personalized Offers
Which routes yield highest results?What is the best time of the day to make the offer?Are there any specific days when the offer is more successful?
Passengers who redeemed the offer spent an average of over 50% more than the typical duty free shopper
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Passenger Journey overview
research
booking
payment
check-in
taxi
car
metro/train/bus
check-in
baggage
passports
security
hotel
resort
retail
diningparking
retail
entertainment
food retail
catering
gate immigration
customs
banking
retailboarding baggage
way-finding, flight information and alerts
banking
taxi
hire car
metro/train/bus
home transit airport & journey transit destination
departure flight arrival
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Green
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Building Systems Evolution
Some RE devices are connected using open industry protocols. Others are not connected at all. There is little or no integration with the IT production network.
IP Network
Electrical
HVAC
Lighting
IP Network
Electrical
HVAC
Lighting
The real estate systems are connected to the IP network through gateways that convert protocols to IP and normalize the data. Separate networks remain and many devices are still not connected.
IP Network
Electrical
HVAC
Lighting
AP
AP
AP
Additional existing building devices such as light switches, ballasts, and power plugs are connected however they remain on separate systems and are connected through a low power wireless network.
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Before Connected Real-Estate ConvergenceENTERPRISE APPLICATIONS Facility Management
Maintenance ManagementIT Network Management
Wireless
IP Telephony
VAV
FCU
Heat Pump
Chilled Beam
Boilers
Chillers
BMS
AHU
Building Mgmt
VAV
FCU
Heat Pump
Chilled Beam
BMS
Building Mgmt
IP Camera
CCTV
DVR
Lighting Control
General Lighting
Channel Controllers
DSI/DALI Interface
Occupancy Detectors
Lighting Control
General Lighting
DSI/DALI Interface
Occupancy Detectors
Access Control
Access Control
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Fully Converged Connected Real-Estate Solution
Energy & Power Metering
CCTV
DVR
Fire Alarm System
Smoke Sensor
Break Glass
Sounder
ENTERPRISE APPLICATIONS
Energy ManagementBuilding ManagementFacility ManagementSecurity ManagementMaintenance ManagementIT Network Management
Door Controllers
Access Control
Reader Technology
Intruder Panels
VAV
FCU
Heat Pump
Chilled Beam
Boilers
Chillers
BMS
AHU
Lighting Control
General Lighting Channel
Controllers
DSI/DALI Interface
Occupancy Detectors
UPS Monitoring
IP Camera IP Telephony
Wireless
Middleware Server
Translation of disparate protocols to Common format
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Beyond Smart Airports
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Real-Estate business is becoming key for Airports
Source: Different presentations
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Airports becoming Virtual Service Provider
Source: IBSG, 2009
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Airports evolutionSummary
Airport 3.0„Smart Airport“
Airport 2.0„Agile
Airport“
Airport 1.0Basic Airport
operations
Source: Cisco IBSG, 2008
•World-class customer experience, personalized
services and security
•Real-time operations and process integration,
reduced latency
•Mobile workforce and collaboration
•Extensive Sensing-Intelligent Analyzing-Responding
(SIAR) capabilities and integration, digital grid
• Advanced operations and flexibility (gates, terminal
equipment, turnaround management)
• Advanced passenger experience
• Multi-business Hub
• Single converged infrastructure, basic sensor capabilities
•Basic operational efficiencies
•Landlord model, poor passenger experience
•Siloed data, processes and systems
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Airports evolution
Airport 3.0„Smart Airport“
Airport 2.0„Agile
Airport“
•Airports exhibit highly evolved operational efficiencies, but pay
insufficient attention to passenger experience.
•Capabilities necessary for safe and efficient management of landings,
departures, and other aircraft operations. Only basic passenger services
•Operating in a landlord model
•Siloed operations, systems, and business units. Little ability for
information sharing and centralized management.
Airport 1.0Basic Airport
operations
Source: Cisco IBSG, 2008
• Advanced operational efficiencies, faster turnaround times for airlines,
faster set-up times for tenants, and improved passenger experience
• Business entities and ecosystem share information quickly and
seamlessly, enabling agile airports to respond rapidly to changes.
• Airport-wide, converged network architecture offers shared services on a
common services platform
•Significantly improved operational efficiencies, passenger services,
advanced security capabilities and passenger experience
•Fully exploit the power of emerging and maturing technologies, with
advanced and pervasively deployed sense-analyze-respond capabilities.
•Systems built around a “digital grid”: a single, converged, often carrier-
class IP network that enables high-speed broadband traffic throughout the
entire ecosystem
•Exchange of real-time information, deep cross-silo collaboration, and
airport-wide process integration
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Airports evolution –Airport 1.0 Basic Airport operations
•Focus on capabilities necessary for safe and efficient management of landings,
departures, and other aircraft operations. They offer basic passenger services,
including check-in, boarding, security, baggage pick-up, and moderate retail, food, and
beverage services.
•Operate in a landlord model, where the airport/landlord provides the real estate, while
airlines, concessionaires, and other tenants design and implement their own business
environments.
•Airports exhibit highly evolved operational efficiencies, but pay insufficient attention to
passenger experience.
•Operations, systems, and business units are likely to be highly siloed, making it difficult
for different entities to collaborate across business boundaries.
•While there is always an airport-wide master strategic plan, the airport business units
and tenants procure and implement technologies in a stovepipe fashion, with little
ability for information sharing and centralized management without costly and often
suboptimal systems integration.
Airport 1.0Basic Airport
operations
Source: Cisco IBSG, 2009
Details
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Airports evolution –Airport 2.0 Agile Airport
•“Agile airports” adapt well to a changing environment and fast-paced operational
tempo. Technology-enabled collaboration is highly evolved throughout these airports
and is implemented across business units and functional silos.
•Business entities and ecosystem partners share information quickly and seamlessly,
enabling agile airports to respond rapidly to environmental and operational changes.
•By employing a centralized and shared services strategy, agile airports often preclude
tenant deployment of single-use and proprietary technologies. Instead, an airport-wide,
converged network architecture offers shared services on a common services platform.
Tenants take advantage of services such as managed communications, IP telephony,
broadband, Wi-Fi, and video surveillance at competitive market prices, without the
need to deploy and maintain their own technology solutions.
•From a business value perspective, the agile airport offers advanced operational
efficiencies, enabling faster turnaround times for airlines, faster set-up times for
tenants, and improved passenger experience. Examples of the agile airport include
Toronto Pearson International Airport, London Heathrow Airport, Singapore Changi
International Airport, Hong Kong International Airport, and McCarron International
Airport (Las Vegas).Source: Cisco IBSG, 2009
Airport 2.0„Agile
Airport“
Details
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Airports evolution –Airport 3.0 Smart Airport
•Airport 3.0 comprises “smart airports” that fully exploit the power of emerging and
maturing technologies, with advanced and pervasively deployed sense-analyze-respond
capabilities.
•Systems are built around a “digital grid”: a single, converged, often carrier-class IP
network that enables high-speed broadband traffic throughout the entire ecosystem,
including the airport, airport city, airlines, seaport, logistics, authorities, and other parties.
The digital grid is the airport’s nervous system, touching and managing every point of
interaction.
•By enabling the exchange of real-time information, deep cross-silo collaboration, and
airport-wide process integration, smart airports significantly improve operational
efficiencies, passenger services, and advanced security capabilities.
•They also take passenger experience to new heights by delivering a range of
personalized services enabled by seamless exchange of passenger data to anticipate
needed services. Broad process integration among airlines, retailers, fuel providers,
caterers, and other ecosystem partners creates new benefits along the entire value chain.
Source: Cisco IBSG, 2009
Airport 3.0„Smart Airport“
Details
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Vision on Aviation in the year 2025
Segmentation of the Airport market Low cost vs. Premium carrier Aircrafts getting larger and smaller Retail & Real-Estate business Connected Airport – Airside – Landside - Airport city Airport as service provider for all utilities Completely shared services, no dedicated services No check-in counters Interactive Digital signature leading the way Connected mobile workforce, e.g. agents, fuelers, Maintenance Satellite based (GPS) communication & navigation overtaking land-based
communication
Source: Cisco IBSG, 2008
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Case Example: GTAA, Toronto – Connected Common Use
51
Challenge
Leverage a common services platform that connects a variety of Airport service providers to conduct business effectively and with cost savings
Solution
Unified Airport Operational Platform providing Unified Communications, CUPPS and CCTV.
Benefits
Decreased dependency on real-estate Self Service + CUPPS
Increased efficiencies (event reporting)
Improved real-time interactive information and digital signage
Reduction of infrastructure complexity
Improved leverage of e-Learning and Unified communications
Seamless flow of passengers and cargo
AdminAir Canada, GTAA and SITA Closets
Catalyst 3548
Air Canada Q318
Catalyst 3508
Air Canada STOC
Catalyst 3508
Catalyst 6506
6506
GTAA B108
Catalyst 3508 & 2 x 3548
Catalyst 3508
MPLS Core
ONS 15252
ONS 15252 ONS 15252
ONS 15252
ONS 15252
ONS 15252
ONS 15252
MPLS
Distribution
MPLS
Distribution
ONS 15327
MPLS
Distribution
MPLS
Core
MPLS
Distribution
ONS 15327
IHT
T3T2
ONS 15327
ONS 15327
ONS 15327
ONS 15327
ONS 15327
ONS 15327
Temporary
VPN Router
Temporary
VPN Router
Route
Reflector
Route
Reflector
5/4
10.1
0.5.
14 /3
0
4/3
10.1
0.5.
6 /3
0
B108
4/4
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6 /3
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G114G114
B108
B108
B108
B108
WCH
ECH-C102
ECH-C102
ECH-C102
ECH-C102 ECH - C10210.10.2.10 /30
4/2L
X
10.10.2.2/30
3/1L
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10.10.4.2/30
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10.10.1.1/30
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10.10.1.5 /30 5/2 LX
F005A
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C305
A304
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Ring 1
Ring 2A304 C305
SX
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LX
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SX 1/1
10.10.5.70 /26
B108
G114
6506
4/3
SX
4/1
SX
1/1 SX
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1/2 SX
4/1
SX
B108
0/1SX
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SX 3/3
LX
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10.10.102.2/24
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10.10.101.3/2410.10.103.4/24
10.10.103.6/24
10.10.101.5/24
10.10.100.7/24
10.10.102.8/24
10.10.100.9/24
10.10.102.10/24
10.10.101.1/2410.10.103.12/24
10.10.103.14/24
C105
10.10.101.13/24
C105
C103
10.10.102.16/24
10.10.3.70 /26
SX
SX LX
LX
LX
LX
A
BA
B
B
A
ONS 15252
10.10.100.15/24
C103
A
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B
27
29
31
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3737373733
35
25
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37
272931
3737
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25
23
3335
3737
LX
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LX
3/1LX
3/3
LX
3/3
Catalyst 3508
b
Eth 0/0
NCB
Eth 5/3
Eth 5/1
Eth 5/3
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Case Example: Toronto Pearson International Airport
“In the past, airports were designed intrinsically for passenger comfort as opposed to airline and airport efficiency,” says James Burke, GTAA Vice President, IT&T. “We needed to combine all those issues into one. Integral to our vision is the ability to develop a dynamic and pervasive technical infrastructure that will enable a more modern approach to Airport Business Practices & Communications.”
BUSINESS VALUE:
NETWORK SOLUTION:
Toronto Pearson’s new integrated network infrastructure runs on two independent dense wavelength-division multiplexing (DWDM) rings with Multi protocol Label Switching (MPLS) services layered to provide high reliability and scalability for accommodating increased traffic and new IP applications. Unified Communications and Wireless technologies were critical to the operational flexibility of the common use environment.
.
BUSINESS BENEFITS:
Flexible Gates
Common-use terminal equipment and integrated IP telephony enable GTAA to offer multi-airline gate use. When an agent closes out a flight, another airline can come in and use the same gate with both voice and data services
Self-Service Kiosks
Fixed and wireless networking enables passenger check-in and ticketing, which improves passenger flow and space utilization. Travelers can use any available airport kiosk to check in for any flight on any airline.
Wireless Networking
The wireless LAN extends the reach of the network, increasing operational flexibility and providing access to applications, data, and emergency response where and when needed (real time).
COST SAVING
COMPLIANCE
CLIENT SATISFACTION
NEW SERVICE REVENUE
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Case Example: Ramp Collaboration @ Cairo International, Egypt
53
Challenge
Meeting passenger growth from increased Aircraft movements Cairo Airport employees and service providers needed a solution to channel ramp and operational work flow efforts
Solution
Cisco 2710 Location Appliance identifies the Location of Authorized ramp personnel via their mobile 802.11 devices. Adjacent technology partner’s Context-Engine automatically displays applications on a user’s device according to the user’s profile or job function, type of terminal, time and location.
Benefits
Real-time information / Increased efficiency and communications
Improved productivity, monitoring and reporting on the ramp.
Better security and improved response times in cases of emergency
Improved customer service with updated information concerning service disruptions, scheduling, routing and destinations.
Reduced costs, improved punctuality and increased innovation.
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Case Study Example : Major Airport PilotUnified Airport Services Mobility : Turnaround Management
Areas of Improvement
Business Benefits
Agreed operational real time status (shared metrics/
definitions) lead to improved shared understanding
and decision making
Measurement of processes are captured - leads to
analysis and improvement in process
Clear audit trails reduces effort required for
legislative reporting
AODB gains immediate Real time relevancy that
becomes information asset for sale
Pilot: Wireless Gate/ Stand
Typical turnaround:
Long haul – 70 minutes; Short haul – 40 minutes
Ground time estimated at €150 per minute
Target for reduction in turnaround by 3 minutes on 10 gates
At 7500 turnarounds per year equates to ~ €3 M savings
Need for Collaboration
25 workers of many different disciplines per aircraft
Real-time + Mobility view of status operational processes
and audit trail for analysis & improvement
COST SAVING
COMPLIANCE
CLIENT SATISFACTION
NEW SERVICE REVENUE
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Case Example: Athens International (1/2)
55
Challenge
AIA's initial vision was to develop valuable services for its passengers and onsite businesses by designing a flexible airport that uses advanced technology to increase operational effectiveness, improve safety, and provide competitive services to airport travelers, employees, and customers..
Solution
A secure Unified Wireless Network based on the Cisco Service-Oriented Network Architecture (SONA), in conjunction with new common-use infrastructure facilitates advanced services and provides immediate access to real-time information across the entire airport This delivers mission-critical information and innovative services.
Benefits
The integration of voice and data services reduces AIA's costs, optimizes its existing resources, and consolidates its investments, making it the most cost-effective, competitive, secure solution for the airport, its 300 onsite tenant companies, and its almost 14 million annual passengers.
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Case Example: Athens International (2/2)
Cisco was able to converge the separate networks into a single more secure and flexible platform. AIA was able to address high levels of traffic during the Olympic games and faultlessly meet the demands of the resultant increase in customers without escalating cost.
BUSINESS VALUE:
NETWORK SOLUTION:
The Cisco Unified Airport Solution is an IP-based network integrating transactions, data, voice, and video. Addressing the Business challenges of Airport Operations and Communication needs.
BUSINESS BENEFITS:
Enhanced Safety and Security for Travelers, Baggage, and Airport Staff
Optimised Capacity and Productivity thus streamlining passenger flow
Network Security , resiliency and responsiveness; protecting the business against threats
COST SAVING
COMPLIANCE
CLIENT SATISFACTION
CONTINUOUS SERVICE REVENUE
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Improving Airport Passenger Experience
There is an opportunity for the airports to build a relationship with the passenger by
providing added value services in return the airport would receive travel and
preference information that would enable more targeted offers and services.
Example services:
• real-time travel services that keep passengers informed of any travel problems and
offers premium services (eg valet parking or route switching) if passenger is at risk
of being late
• mobile or kiosk concierge service that provides location based information to help
passengers through the terminal to the gate plus personalised hospitality and retail
offerings.
• dynamic advertising, product testing or travel information in departure lounge, gate
or arrivals targeted according to passenger destination origin or reason for travel.
• integrated expert locator and equipment tagging systems to allow better use of
people and terminal assets to smooth the passenger journey
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The Connected Experience:Airport Duty Manager – IMPACTFUL on Process
Gate 54 boarding
stopped
Re-assign departure
loungesPTT
FIDS
DCS
IPCCTV
AODB
Push-to-Talk uses
iPICS for instant
communication
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The Connected Experience:Airport Duty Manager
PTT
FIDS
DCS
IPCCTV
AODB
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Airport city components
Retail
Industrial & Logistics
Connected Real-Estate
Passengers
Safety and security
Digital Grid
Source: Cisco IBSG, 2008