innovation enablers for excellence...passenger travel experience through the engagement and...
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1Naples International Airport |Technology Innovation & Operational Challenge
Innovation enablers for excellenceExperience in Naples International Airport Fabio Pacelli Chief Innovation Officer Naples International Airport
2Naples International Airport |Technology Innovation & Operational Challenge
Our Vision
«To become the main gateway to theSouth of Italy from the world and thefundamental growth driver of thetransport chain, of the tourism andlocal economy »
«To make easy and pleasant thepassenger travel experience throughthe engagement and enthusiasm of ourpeople in order to be the Italianexcellence in the airport industry»
Our Mission
Vision and Mission…
3Naples International Airport |Technology Innovation & Operational Challenge
Airport Values
Innovation
«We look at the Future and continuously search for new ideas to improve the quality of our passenger experience, by constantly comparing ourselves with the market and with our competitors and encouraging the attitude to change and the research of innovative solutions which can be adopted as best practise for the airport industry »
3Naples International Airport |Technology Innovation & Operational Challenge
4Naples International Airport |Technology Innovation & Operational Challenge
Passenger growth8,5 million passengers in 2017:
BEST ITALIAN performance for traffic growth
4Naples International Airport |Technology Innovation & Operational Challenge
5Naples International Airport |Technology Innovation & Operational Challenge
We have doubled direct routes…
easyJet 31%
Ryanair13%Alitalia
11%Volotea
5%
Lufthansa 5%
Others35%
5Naples International Airport |Technology Innovation & Operational Challenge
6Naples International Airport |Technology Innovation & Operational Challenge
....achieving operating excellence in all activities
13’ 7’16’45” 13’05” 80.4 83.8% 3.66 4.06
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ON TIME PERFORMANCE AIRPORTSERVICE QUALITY
6Naples International Airport |Technology Innovation & Operational Challenge
7Naples International Airport |Technology Innovation & Operational Challenge
CAGR+14%
CAGR+17%71
8286
95118
24 29 32 36 45
2013 2014 2015 2016 2017
Revenues Ebitda
....Boosting on Revenue and Profittability
8Naples International Airport |Technology Innovation & Operational Challenge
to cope with this Fast & Furious growth we have implemented a success Digital Transformation
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ACI digital Transformation Best Practice
low/no experiencesome experiencedeep experience
8Naples International Airport |Technology Innovation & Operational Challenge
9Naples International Airport |Technology Innovation & Operational Challenge
....a new org. model is our key success factor to innovate
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The New Organization is focused to make synergy between two different family of skills
1+1 > 2 is mandatory for Digital Transformation
Delivery skills:AnalyzingPlanningDetail oriented implementingDiscipline executing
Discovery skills:AssociatingQuestioningObservingNetworkingExperimenting
9Naples International Airport |Technology Innovation & Operational Challenge
10Naples International Airport |Technology Innovation & Operational Challenge
....an example of Innovation in Operational area
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10 eGates in Departures and Arrivals Extra-Schengen Area (6+4 for each area)
Automated Border Control gates check- validity of passport - identity of passenger (biometric recognition)- authorization to enter/exit the Country
10Naples International Airport |Technology Innovation & Operational Challenge
11Naples International Airport |Technology Innovation & Operational Challenge
MAIN BENEFITS KEY INDICATORS
✓ Process time increase Average service time(pax/h) 20’’
✓ Increase of Airport capacity
Improve Quality of Service– Improvement of airport punctuality– Reduction of congested areas– Process speeding
Throughput 4eGates (pax/h)With only 1 employee (PdS)
750
% pax eGates/pax ES(43% of ES eligible)
ASQ Indicator
Waiting Time Reduction (QCS)
✓
28%Vs 960 with 4 employees
4
QCS
Benefits/KPI
12Naples International Airport |Technology Innovation & Operational Challenge
....an example of Innovation in the Airport Community
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A-CDM Implementation and Airport Staff APP
12Naples International Airport |Technology Innovation & Operational Challenge
13Naples International Airport |Technology Innovation & Operational Challenge
MAIN BENEFITS KEY INDICATORS
✓ Sustainability (first ready first served by CFMU)Airport Sustainability
✓ Increase Airport Punctuality
Improve Airport Community
Airport Delay Recovery time
Collaborative Model✓
Airport Overall
Punctuality
CO2Emission
Benefits/KPI
14Naples International Airport |Technology Innovation & Operational Challenge
....an example of Innovation in Customer Service Area
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An Artificial Intelligent technology “menu driven” for Flight , Airport , Retail Info and Tourist Information based on natural language available on chat Messenger FacebookBeacon and GPS fence for airport information and commercial advise
14Naples International Airport |Technology Innovation & Operational Challenge
15Naples International Airport |Technology Innovation & Operational Challenge
MAIN BENEFITS KEY INDICATORS
✓ Contacts increase Average contact increase 20%
✓ Increase of channels for AirportCustomer Information
Integration with otherstakeholder– City Tourist Information– Airport retailers
New digital channel (with no human increaseon duty )
1
(in future private Chat on site Airport Totemand onsite
ASQ Indicator✓ 4
Benefits/KPI
(In Future Regional Tourist Information or other Tourist Information Food/Event/Transportatio/POI
16Naples International Airport |Technology Innovation & Operational Challenge
ENROLLMENT
Single token
In the next Future we will experiment single token
First Proof of Concept in Italy
17Naples International Airport |Technology Innovation & Operational Challenge
Lesson Learned working to lead the Digital Transformation
Vision Confusionx
Vision Skill Motivation Resources + + + FrustrationxVision Skill Motivation Resources Action Plan+ + + + ChaosxVision Skill Motivation+ + Slow Changex
Vision Skill Motivation Resources Action Plan+ + + + = CHANGE
Vision Skill+ Anxietyx
17
No trend analysis, no industry best practice, no digital strategy, no social strategy, Open Innovation to accelerate digital transformation , No Jobs Theory
No Discovery Skill balanced vs. Delivery Skill (Associating , Questioning, Observing, Networking, Experimenting vs. Analyzing, Planning, Detail-oriented implementing, Disciplined Executing)
No formal assessment on innovation , no organizational accountability , no Change Management and Technology Driven
No Budget, No organizational commitment, method
“It is not the strongest of the species that survive,nor the most intelligent, but the one most responsive to change” (Charles Darwin )
No Brave