© Amor Group 2010

Enabling the Real Time Airport at Dubai International

Mazhar Butt, Head of Service Delivery, Dubai Airports

Martin Bowman, Sector Director, Amor Group

Agenda

• Introduction to DA and Amor• Real Time Airport vision• Business case for real time service monitoring• Real Time Management principles• Real Time Monitoring technology overview• DA Service Delivery Measurement project• Future Real Time Airport developments• Conclusion

Amor Group Overview

• Public Services, Transport and Energy• Global clients• 500 + employees• Locations UK (6), Houston TX and Dubai• World leading experts on technology solutions for real

time airport monitoring

Scotland’s Largest Independent Business Technology Company

Our Customers

DA and Amor’s Shared Vision

Why Real Time Service Measurement?

• Manual PAX survey process is inaccurate and open to human error

• Poorly managed queues creating negative perception of airport

• Lack of analytical information on PAX flow around the airport impacting tactical and strategic planning

• Increased times in queues means less time available for airside retail spend

• Failure to meet airline or regulatory SLAs on queue wait times e.g. short transfer time

Decreased wait time = increased revenue

‘’every minute a passenger spends queuing can, on average, cost an airport approximately €0.70 in revenue’’

Real Time Service MANAGEMENT

• Before we look at MEASUREMENT• We must consider MANAGEMENT

Real Time MANAGEMENT

• We need to MEASURE what we can MANAGE– UNDERSTAND the business drivers at each

location (pinchpoint)– IDENTIFY how to react to pinchpoints– CONSIDER inter-relationships between

pinchpoints, KPIs and measurements

Requirements to Measure Service Delivery

• To measure the service delivery we need technology solutions that can– Count People/Passengers– Cumulative Count People/Passengers– Track Passenger Journey– Measure Passenger Process Time– Measure Passenger Dwell Time– Count Vehicles– Track Vehicle Journey– Track Trolleys– Predict Passenger Demand

• Combine different measurements to derive Service Delivery Measurements

Basic Measurements/KPIs Per Pinchpoint

• Queue Time• Length of Queue (Number in Queue)• Process (Transaction) Time• Flowrate/Area Capacity

Although not all measurements are as important as others!

Length of Queue is very dependant on Flowrate

Many KPIs are often broken when queue length is low

AND flowrate is poorSituations like this do not always alert management

Service Delivery ALERTING

• Simple KPI alarm thresholds insufficient• Alarm management must be able to

– Monitor “Normal” operations– Detect “Failing” operations– Provide e-mail/SMS alerts– Provide additional “Decision Support” information

• What demand to expect• Other terminal influences

• Alarm Management must– Help identify the failure point– Not “Overload” managers with alerts

Real Time Monitoring Technologies

• No single solution exists that can satisfy all airport requirements

• Airports must consider a measurement ecosystem based on their own passenger dynamics

• In many cases external systems can be very valuable

Current Technologies

• Bluetooth mobile device tracking• Video analytics• Thermal image counting• Infra-red beam break• External systems

External Systems Examples

• Car Park Management• RFID Vehicle Tracking• Check-in Systems• Trolley RFID• Immigration Egates• Iris Scan (arriving

passengers)• Archway Metal Detectors

• Boarding Gate Systems• Baggage Handling

System• Building Management

System• AOS Systems• Met System• X-Ray Machines

© Amor Group 2010

DA Service Delivery Overview

DA Service Delivery Management overview

105 Different Pinchpoints

406 Individual KPIs

DA business drivers

• Service Development– Establishing and monitor airport wide service levels– Drive an increase in ACI scoring

• Strategy– Increased analytical data on passengers flows– Feed data into Terminal Simulation tools

• Terminal Operations– Real time information on passenger process

bottlenecks– Enhance tactical resource deployment

DA Solution Overview

Master Planning and Performance Analysis

Historical Reporting

Visualisation and Dashboarding

Airport Operational

SystemsService Delivery Measurement Data Warehouse

Airport Operational

Forecasts

Sensor Measurement Management and Data Integration Layer

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

Sensor Adaptor

External Systems

Third PartyStakeholdersThird Party

Stakeholders

JCR/AOCCOperationsJCR/AOCCOperations

Terminal OperationalManagement

Terminal OperationalManagement

ServiceDevelopment

ServiceDevelopment

MobileUsers

MobileUsers

External Systems(eg Resource Planning

and Management)

External Systems(eg Resource Planning

and Management)

DA StrategyDA Strategy

Extended Users(eg DA Web Site,Salik Web Site)

Extended Users(eg DA Web Site,Salik Web Site)

Real Time Service Feeds

PAX Process Overview Dashboard

Multiple Terminal View

T3 PAX Demand Forecast

Drill Down Detail

Real Time Workforce via Mobile Devices

Future Real Time Monitoring Solutions

• Ability to discretely track WIFI signals on smartphones– Embedded within Bluetooth measurement system– Proof of concept due to commence at two major

European airports

• Human Recognition Systems– Long distance Iris scanning– Conceptually sound – Technology in pilot phase at LGW– Adoption likely to increase in 2012

Conclusion

• The Real Time Airport of tomorrow can be achieved today

• A range of technology solutions exist today that can add immediate value to your airport operations

• Dubai Airport is leading the world in its holistic approach to Real Time Monitoring

• The Real Time Airport principles shall be extended as a key enabler in DA’s growth strategy