Page 1 of 4

CASE STUDY

TBI AirportsStreamlining daily operations and crisis response with MissionMode

TBI, a division of abertis airports, is a principal company that owns or operates eight international airports in Europe, the U.S. and Latin America. One of TBI’s largest airports is London Luton Airport, which handles over 9 million passengers each year. Each airport has a control center used to coordinate ac-tivities across the facility.

A fundamental task of the operations team throughout the day is to track “events” as they happen. An event could be as routine as a faulty door in the terminal or as important as a full emergency.

Traditionally, a management log was kept using Microsoft Office tools. The log was then distributed to staff for infor-mational purposes daily. At the end of each shift, staff would conduct extensive handover meetings to review the log. This approach was not only time consuming, but more importantly, it was error-prone because information could get lost and was not updated correctly.

Also, time/date stamps weren’t always captured and reports were dated, since distribution only happened once or twice a day. This left the airport exposed in the event of an incident.

Background

TBI, operator of eight international airports across three continents, had no efficient method of logging daily events. Employees were manu-ally tracking events through a time-consuming management log, which was prone to human error, as well as difficult to update and share with other managers.

Challenge

TBI searched for a program that would allow users to immediately notify key staff in the event of an emergency, aid the team in fast resolutions, and employ accurate and rapid record keeping. Finding a way to streamline the log process and keep everyone informed of incidents in real-time would vastly improve the successful operation of TBI’s airports.

Solution

After an exhaustive search, TBI selected Mission-Mode’s incident management and notification system. Operations managers can login to their MissionMode system at any time to see an over-view of the day’s operations, reducing the need for detailed meetings between shifts. Head office staff can see activities taking place throughout the airports, from any location.

Results

TBI users now have up-to-the minute tracking of events as they occur, landside and airside. All events are recorded in the MissionMode virtual command center and are accessible at any time or location. Through MissionMode, TBI has the tools to run an efficient and safe operation.

“MissionMode radically reduces the time it takes to get an overview of an incident and take appropriate action to minimise its impact.”

Bob Graham, Group Business Risk Manager, TBI

Smarter Notification • Integrated Incident Management™

NS

Page 2 of 4

To improve safety and effi ciency, fi nding a way to streamline the log process and keep everyone informed of incidents in real-time was an important requirement.

TBI also needed to implement a notifi cation tool to rapidly notify key staff in the event of a crisis or operational incident. Finding a system that met both needs was ideal.

After an exhaustive search, MissionMode was select-ed as the incident management system at London Luton, Belfast International and Cardiff International airports.

Initial MissionMode Deployment

Their MissionMode system was up and running after a few days at each airport, and the benefi ts were im-mediately achieved. TBI uses two MissionMode tools:

The Notifi cation Center™ alerts and notifi es the right personnel in the event of an incident.

The Situation Center™ incident management system is used to log events, coordinate the response, and ensure timely resolution.

With MissionMode, TBI users are able to keep a con-tinuous log of events as they happen at each airport. Operations managers can log in at any time through-out the day to see an up-to-the-minute overview of the day’s operations.

This has signifi cantly reduced the need for detailed handover meetings between shifts. In addition, it’s possible for head offi ce staff , such as risk manage-ment and safety, to see activities across all airports wherever they are located.

Incident profi les and response plans can be pre-defi ned in MissionMode, which takes the guess-work out of determining the steps required in the event of an emergency.

“Operational risk is an important aspect of everyday operations across TBI. With MissionMode, we can review events as they arise and make strategic and tactical decisions based upon good quality informa-tion supplied by each operating facility.”

Bob Graham, Group Business Risk Manager, TBI

MissionMode is also a notifi cation tool. When an ur-gent incident occurs, an alert can be sent to the right personnel via phone, SMS text message, email, fax, or pager. At the same time, the incident is logged and team members use MissionMode to access relevant documents, assign and update tasks, and resolve the incident.

CASE STUDY

TBI Airports

The Situation Center incident management system

Page 3 of 4

“Notifying staff about an incident quickly is a critical step in an emergency. MissionMode’s alert notifica-tion allows us to do this, as well as provide incident managers with a way to communicate and resolve the incident from wherever they are located.”

Bill Kitchen, Fire Services ManagerCardiff International Airport

Worldwide Deployment

After successfully using MissionMode for both inci-dent management and notifi cation for more than a year, TBI decided to standardize the use of Mission-Mode for all their operations worldwide.

MissionMode is now deployed at airports in the UK, Sweden and the United States, as well as TBI’s head offi ce in Spain. The system’s multi-lingual capability ensures that people can communicate in both Eng-lish and local languages as needed.

MissionMode Usage

TBI’s system is set up for three major purposes:

Everyday tracking of landside and airside events

As each event happens, it is identifi ed and a log message is created. The Situation Log is a complete audit record of everything that has happened in the airport. It’s an ideal mechanism for shift handover and management reviews of operational activity at any time. When an important event happens and it’s logged, users can post it into the daily/weekly digest just by forwarding the relevant messages.

For this purpose, the information is entered directly into MissionMode in the Control Room, where all the fl ight and operations information and the CCTV feeds are managed and reviewed. The Control Centre staff has autonomy to direct people to hotspots (such as a baggage bottleneck), and management can review the status at any time by reviewing the activity in MissionMode.

Timely, accurate management information

Both local and remote management teams have easy access to detailed incident information, ensur-ing that the operations are running eff ectively and that the risk is being managed properly.

Templates for diff erent types of scenarios

Emergency notifi cation, incident management and crisis communications needs are all predefi ned as templates. As soon as TBI is required to place staff on stand-by, the alert message is sent, and responders can begin mobilizing the response.

In addition, the Fire and Police departments are con-nected to the Situation Log, so they can contribute and review what is happening in any given situation.

CASE STUDY

TBI Airports

Create templates to ensure a consistent response

Page 4 of 4

Results

Each airport uses the Situation Center to track both routine and exceptional events that can effect operations. An audited log provides them with timely operations information to smooth the transition between shifts. Advice from experts both within TBI and outside the organization can be invited to assist in any situation and get up-to-speed quickly by viewing the incident log, thereby reducing the potential impact.

“London Luton Airport management is successful when the staff can maintain control and respond to events on the ground. MissionMode is an important part of our Airport Control Centre. It provides us with a log of events during the day, which is distributed to operational management, and it provides an important audit trail of what has happened around the airport. MissionMode helps us keep ahead of the situation and close it down, often before it escalates. This saves time and money and ensures the airport operates smoothly.”

Roger Koukkoullis General Manager, Airfield Operations London Luton Airport

With MissionMode, accurate and timely information is accessible at any time to everyone who needs it, ultimately resulting in increased airport safety and smoother operations.

“When a crisis occurs, MissionMode is used as the principal tool for company communication. We have found that MissionMode radically reduces the time it takes to get an overview of an incident and take ap-propriate action to minimise its impact.”

Bob Graham, Group Business Risk Manager, TBI

About MissionMode

MissionMode provides online notification and incident management solutions to industry-leading organizations across the globe. We help you respond to incidents more quickly and resolve them more effectively.

Our easy to use Notification Center sends alerts within seconds, but powerful features are available when you need them. It also has unique capabilities such as alerts recorded in your own voice.

The Situation Center is a virtual command center for coordinating any type of incident, from common operational disruptions to major crises. It’s a secure hub for communications, documents, monitoring tasks, tracking team status, and more.

Contact us to learn more

info@missionmode.com

North America

877.833.7763 (toll-free)

+1 312.445.8811

International

+44 1494 837198

www.missionmode.com

CASE STUDY

TBI Airports

© 2011-2012, MissionMode Solutions 052212