iberia´s hcc project

HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas AirportHCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport

HCC [ Hub Control Centre ]

Centralized Ground Operations

at Madrid Barajas Airport

Dimitris BountolosIberia´s Madrid/Barajas Airport Deputy Director

Brussels. Wednesday 25th of March


Centralize all Madrid-Barajas Ground Handling operations and the management of all types of resources in a single centre, including subcontractors and providing all the actors the best environment for taking decision, making possible the establishment of a really CDM approach between Iberia [HCC] & Aena [CGA]

Complete migration of our legazy MAD-BJS IT-Platform

Guarantee the complete tracking of most relevant tasks : boarding, laterals, etc.

Main preliminar requirements:

Cover our Hub Operation without peak disruptions

Which was our objective at the beginning of 2007.

Build up the Control Centre where to allocate all the members


• All Terminals combined capacity more 75 M. pax.

• T4 capacity 35 M pax

• 4 runways

• 4th mayor Hub in Europe and 11th globally

• T4 main building with more that 1.1 Km. length and 950 m. the T4s

• Satellite building T4s at 2.5 km. long distance from T4

• One roadway between terminals

• All Iberia´s group and OW one operate at T4

T4 T4s

T2

T1

T3

Overview of Madrid/Barajas T4 airport


T123(all airlines)

T4+T4s Total

RampAir-bridges

Remote positions40

150

64

40

104

190

Terminal

building

Check-in countersBoarding gates

27289

174142

446231

PassengersAnnual passenger

capacity

Total: 40

MPax

Total: 35

MPax

Total: 75

MPax

Key facts and figures New Terminal Area (T4)T123

T4S

T4

APM (Automatic People Mover)AST (Airport Service Tunnel)

T4+T4s

Flights/day ±400+400

PassengersFrom.35.000To: 50.000

BaggageFrom: 30.000

To: 50.000

T4+T4s

+T123

FTE ±3500

Motorized

Equipments±900

BaggageFrom: 30.000

To: 50.000

Overview of Iberia Airport Services [ IBAS ] operation at BJS

[ IBAS ]manages around 95-98% of all T4&T4s

Operation

HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport

Simultaneous profile ( T4 &T4s) of concurrent departures flights manages at the Lateral & Baggage side by IAS

Hub operation requires maximum control during the peak times and an important level of flexibility. With a centralized management approach we had to improve those factors.


T123

T4s

T4

HCC

More than 23 allocations areas distributed in all terminals

Poor Integration of Information, very difficult to take the correct decision

6 km

6 km

3 k

m

With our previous mode of work, there were operational and management centers spread in all terminals


ITSyste

m

Operation Management: Quality impact

Resource Manangement:

Possitive productivity impact

Information management:

Continuous feedbackGEA GAUDÍ

1990 2010

GestiónEscalaAutomatizada

GestiónAeropuertosUnificadaDesarrolloIntegral

20 Yr.

It was decide to concentrate all the efforts over the physical migration to the new terminal in 2006 and only after It have learned how to operate on it, start the migration of the full IT-Platform to an integrated and complete new one.


Previous Situation Final Status

An unified IT Platform would be the mandatory condition where

to support the physical part of the migration model

From a complex scenario where dozens programs hardly worked together to an integrated one where a unique platform would be the reference for everybody in a common place the HCC


HCC-Timeframe Implementation Mar - Dec Jan - June July - Dec Jan - June July - Dec Jan - June July - Dec Jan - April

• Scoping Study• Specs. Definition• Funct. & Tech.

requirements• Kick-off • Developing &

Implementation of the 1st Pilot

Department

• Roll-out to the rest of the organization.

• Operational Go-Live

• HCC Funct. Definition• Scope of Civil Works• Definition of

Tech.Sollution

• Building and implementation of the HCC

• HCC Go-Live• Transition period

increasing the presence at the HCC

2006 2007 2008 20092010

Cut-Over of the legacy IT-System

HCC Implementation timeframe


NET +2

NET +1

NET 0

Chek-in & Boarding Alloc. Center

UMNRs Alloc. Center

Flight Dispatcher Allo. Center

PKNs & Lateral Manag. Center

Load 1 Alloc. Center

Logistics T4 Alloc. Center

Laterals T4-South Alloc. Center

Laterals T4-South Alloc. Center

Flight Dispacther ramp Alloc. C.

Push Backs Alloc. Center

GPUs,Air.Cond. Alloc. C.

Deicing Alloc. Center

…….

Special Services Alloc. Center

1

2

3

4

5

6

7

8

9

10

11

12

13

HCC

…

Example only for the T4 centers Allocation Centers associated to the old model Vs the new approach supported by the availability of a unique HCC


T4-South T4-North T4s-South T4s-North

1 3 5 7

2 4 6 8

Baggage & Laterals Allocation Centers needed with the old IT-Platform.


Tasks management

GAUDÍ

GEA

• Current point of view no prognosis of the future• Tasks without state• The break time is manually managed• There are no warnings or alerts• One version for all users

• All tasks are automatically planned by the optimizer• All employees track by their selves remotely the

status of their tasks. It´s not needed to interact between the agents and the allocator at all.

• Every 5 seconds it´s update the state and evolution of all tasks.

The new IT-Platform simplify the management of the resources, improving the control and allowing the reduction of voice dependencies


[234] IB-6250 JFK R7 [C] 41%HIP: H23A

PKN: 540

[45] IB-6250 JFK R7 [C] 85%GATE: R7

[5] IB-6250 JFK R7 [C] 16AKH 62%

• Lateral departure task

• Loading departure task

• Boarding tasks

IB 6250

It´s automatically monitored the evolution of each relevant task thanks to the mapping process with key functional variables.


HC consoles associated to all ramp processes

Passenger Customer Serv.Buffer Positions

Hub Control ManagersDaily Flight Info. ManagerPKNs Assign. Manager

Managers of each department and the HCC duty manager

Subcontractors

RAMP

PAX

HC. Manag.

Duty Manag. S

ubco

ntr

act

ors

The layout of the HCC reflects in and unified area a merging fact where all members share in a row configuration their roles.


12

3 12

3

1 2 3

11

2 21

2

3 1 1

12 3 4

11

1 2 31

1

2

3

4

6

5

3

3

3

1

3

1

2

2

4

1

1

3

1

6

Baggage, Laterals

P.Back, GPUs,A.Cond.,,

Load and Unload

Ums and Spec. Services

Check in boarding

Pax T123

CAP ; Miscco. Pax /Bags

Routing

Hub C. Managers

F.Dispatcher Allocator

PKNs and D.Flight P.

Manag. Of each Dep.

HC Duty Manager

Subcontractors

Dedicated role of each of the Hub Control positions


• More than 150 TFTs displays with 24”•All the positions equipped with and integrated com. Controlled by a pedal (Tetra, mobile,... )•Video Wall with different Scenarios where to launch in an online mode the Airp. KPIs.

It was designed a comfortable and functional Control Center gathering all types of requirements : ergonomics, acoustics, etc.


• More than 150 TFTs displays with 24”•All the positions equipped with and integrated com. Controlled by a pedal (Tetra, mobile,... )•Video Wall with different Scenarios where to launch in an online mode the Airp. KPIs.•Natural Light over the ceiling

In less than three months from the plans to the real fact


• All the stations have the possibility to be swapped in case of failure of the next one• The Hub Control Managers are the only one with a horizontal display. They have to follow up the status evolution of more than 80 processes per flight.

• No printers are available, a centralized printing platform provides the service to the HC• All telexes are received via the Outlook, It has been reduced the non necessary printouts

It has used the opportunity for a complete redesign of the working space of each station


All the rows [ 1st and 2nd ] where the allocators manage resources are configured

with a 4 pivot 24” screens. With that configuration it is possible to see more than

50 employees without scrolling.

•Emergency PCs are distributed between each station ready to be launched in case of failure•Strobe red lights over each station show the state of the voice : Busy, Incoming call, etc.•Each agent carries his own hands free, It is not possible to use the voice without those devices•Each department has a dedicated access to the Video Wall

All the details are really necessary to be studied in a 24x7 Control Center


• It was designed a dedicated nightly light set trying to simulate a morning atmosphere in order to improve the performance during the nights shifts where a lot prevision tasks have to be executed

• Each screen is independently adapted to the console avoiding the holders and assuring a complete alignment of all the sets of displays to each console.

Not only the day, during the night it is also important to create an appropriate atmosphere of work


Which are our mayor internal success after 9 month of existence of our HCC

We have adopted a proactive role analyzing the evolution of the operation instead of the previous reactive one

Unified decisions ,taken in consideration more constraints an relations than previously improving the final result.

Easy distribution of the knowledge between agents with different profiles and backgrounds.

Unified point of communication between IB and Aena. First steps in a real CDM approach between the A.Authority and the reference handling provider at T4.


Summary of the lesson learnt and global recommendation about the risks associated to Ground Handling centralization over a Hub operation

• The unification of the operation requires a robust IT platform behind.

• All tasks have to be fully remotely controlled, for that reason it is essential to define for each one the variable that will support the tracking: # of pax. Boarded, # of bags loaded[BRS], # number of ULDs loaded, etc.

• The voice has to be practically eliminate between the allocators and the agents

• As a preference step each department should start out of the Hub Control no more than 2/3 month before the transference of the management to the HCC

• Only the best employees will have the opportunity to be members of the HCC ( Dedicated as much time as possible during the personnel selection process )

To be consider

1 of 2


Summary of the lesson learnt and global recommendation about the risks associated to Ground Handling centralization over a Hub operation

• Try to draw the roadmap of the consolidation process defining a multi step procedure transferring the operation to the HCC in a cascade mode.

• Use the opportunity ant try to unlock bad habits.

• Open the doors of the HCC to all the agents at the beginning, everybody must know where all the decision are being taken in Real Time.

• The design of a Control Center operational and functional requires to analyze in a detail mode topics that many times are in the boundary of the : ergonomic, acoustic, etc.

To be consider

2 of 2


Those improvement directly point to:

1. Punctuality improvement

2. Better Pax & Baggage flow through the terminal. Reduction of missc. Pax and Baggage

3. Better information availability in case of severe incidences

4. Provision of accurate information to the Airport Authority and Iberia Airlines at any moment


• Centralized Shift Plan Department

• Centralization of the Vacation Planning for all stations

• Shifts swaps and trade between all employees through the Intranet

• Centralized data base• Regional Control Centers• Integrated Hub Control

Center interconnected with the regional HCs

• …

In all of our Spanish stations

In regional Hubs or relevant stations

cHCBJS

HC-1HC-2

HC-4

HC-3

HC-5

x

Key airports in each of the regions

Influence area for each regional Hub Control Center

HC-6

Which It could be our next steps and potential challenges

cHCBJS


HCC of Iberia Airport Services in Barajas: A dream come true

DimitrisBountolosMadrid/Barajas Airport Deputy Director

e-mail : [email protected]

iberia´s hcc project

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