© Amor Group, a Lockheed Martin company 2013 

Understanding the passenger experience of the future:A roadmap for airport service delivery measurement

Alaistair Deacon – Chief Aviation Technologist

A roadmap for service delivery measurement

What constitutes

“Service Excellence”?

Technology

KPIs

People Processes

Measure Baseline

Improve Processes and

Service

Excellence Achieved/

Maintained

Defining what is important

Gaining Insight

Engage Stakeholders

Engage Passengers

Engage Operations

A “Model for Excellence”

TechnologyMobile Phone Trackin

g

Video Analytics

and Counting

Vehicle Trackin

g

Integration with

Security and Airline Systems

A “Fog” of Data

Model for Excellenc

e

Command and

Control

Actionable

Information

Collaborative decision making

Sharing actionable information

CDM - 4D Trajectory Analysis

CDM Sub Milestone Tracking

CDM Sub Milestone Tracking

CDM Sub Milestone Tracking

Integrating with Google Maps Inside

Involving the passenger

Security Search – 7 minutes

To: DohaDep: 12:10Boarding

To: HeathrowDep: 12:45Boarding:12:15

To: ParisDep: 13:00Wait in Lounge

To: DublinDep: 13:40Wait in Lounge

To: AmsterdamDep: 14:00Wait in Lounge

To: LutonDep: 12:55Delayed: 13:30

To: NewarkDep: 11:30Closed

Integrating the passenger

Social network “Merging” of feeds and data to give a consolidated view

Integrating the passenger

British AirwaysAlaistair Deacon

Airline booking details available by web service

Airline and airport data can be merged on the

mobile device

P-CDM© (Passenger-CDM)© Alaistair Deacon 2013

AODB

Pax Geo-locate

Geo-location shared with airline to give accurate pax status

Airline

A roadmap for accelerated growth

© Amor Group, a Lockheed Martin company 2013 

Understanding the passenger experience of the future:A roadmap for airport service delivery measurement

Martin Bowman – Transport Sector Director

Alaistair Deacon – Chief Aviation Technologist