Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

Patrick Naef

Patrick NaefCIO & DSVP, Emirates Group IT

9th Sogeti Executive Summit 2014

World Class IT for a World Class BusinessIT as a driver for Transformation

Patrick NaefPatrick Naef © 2011 Emirates Group. All Rights Reserved.

Agenda

Dubai

Emirates & dnata

IT Environment

IT Change Projects

Patrick Naef

Dubai


1950’s

1990

2003

2013

Dubai - Growth is Reality

2014

Patrick Naef

Dubai - Growth is Reality… and today

Patrick Naef © 2011 Emirates Group. All Rights Reserved.Patrick Naef

Dubai, a Business Hub for the Greater Region…

Dubai

Patrick Naef

…and the world. Introducing Dubai World Central

Patrick Naef

Emirates & dnata

Patrick Naef

Emirates Group

Patrick Naef

Dubai’s Future …Emirates’ Future


▪ Launch – 25th October 1985

▪ 2 Aircraft

▪ 3 Destinations– Karachi– Delhi– Mumbai

EmiratesConnector of People and Places


… and 29 years later


Today: 146 Destinations in 83 Countries

Patrick Naef

Dubai – direct access to 5.5 billion people

Africa

Asia

Europe

Dubai

Source: United Nations World Population Prospects 2002 Revision

…growing to 7 billion in 2030 !Note: Figures in million

8 hour flight time from DXB


Current Fleet – 230 Aircraft

21

13

Airbus A330

Airbus A340

Airbus A380 53

Boeing 777 141

Boeing 747-F 2

Passenger & Freighter Aircraft

292 aircraft pending delivery worth over US$138 billion

Patrick Naef

Emirates Airbus A380


Passenger 45 million (*)Cargo 2.5 million t (*)Revenue US$ 19.9 billionNet Profit US$ 622 million

▪52,000 employees (Airline), +160 nationalities

▪World’s largest airline in terms of international RPK’s

▪8th largest airline in the world

▪6th most profitable international airline

▪Biggest airline in freight tonnage

Emirates Today

(*) estimated FY2013/14 figures


dnata

Patrick Naef

dnata: Global Presence


3,160

4,406

1,3901,079942

1,7341,996

2,5853,181

6,951

0

1000

2000

3000

4000

5000

6000

7000

8000

2002/03 2003/04 2004/05 2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12

AED

Mill

ions

Growth in dnata revenue

2012/13

6,536

7,600

2013/14


Global Airport Services Business

Patrick Naef

IT Environment in the Gulf Region


▪ India with a huge pool of IT talents is nearby

▪ Entrepreneurial environment, dynamic, innovation-driven, growth-oriented ecosystem (Infrastructure, capital, tax laws, education opportunities, …)

▪ “Everything is possible”-culture, bigger – better – faster – more

▪ Rapid IT growth with huge demand for basic services

▪ Outsourcing is no big discussion, cost pressure, none of the big sourcing providers in the region

▪ “Let’s keep it in-house”-mentality

IT Environment in the Gulf region

Patrick Naef

Situation in IT early 2006

Patrick Naef

Click to edit Master title style

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E

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SD

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CC

Group Security Medical Legal & Facilities DN Revenue Accounts

Finance HR & Group Training Central Services

PD & CRM

Group Safety

DN Agencies DN Cargo

DN Airport

P&L

Al Maha AA

SD Engineering

Flight Operations

EKHEK CargoSkywardsReservation ServicesNPSD & eCommerce

STC EK AirportPricing NCL & CER

EK Revenue Accounts

YM

Planning

CASA

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2000 2001

200520142028

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476 477478490

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APAS

TARS

Insight

OPAT Emu

40004007

4008

8079

80775000

3012

CCTV TOMAS

ATM Monitor

Aurora

GroupWorld Empower

EKG Web Sites emirates.com

Tridion

BBCNews

Sentinel SAFE

Qpulse RAT

Medical System

Aviation Medical ExamEGLMS Concept

500 FMSDRAS – BSP

Reconciliation

BRASS

ERPFAPA

TRACK

MFRPOWER

FUWINT CPG

COMETBudget System

MLZHR Recruit

ERP-HR Payroll

OTA TRACEROSTER

ERP Recruit

CrewFeedback

Org Chart Staff Feedback Bright Ideas

ContractMgmt Merit Pot

EduBenefits

Staff Portal

HR Direct Self Service

ID Card

ImagingInternal Vacancies

MedicalBenefits

vTrack

Ez_Post

Driver Contact

CLP Fulfilment

ePACTSCSTMSVehicle Tracking

MACSODS

MACSDWH

DFO

IVR

EKTOceanProtas Tariff

EKT Sub Systems

Events PRO Corporate

DiscountAgencyDeposits AxisHolidays.com

ACD

DN Rpts YM

CAMSYS

Celsius Logger

DACS +

Qpulse SASForecast

TSS

Telemagic

BRSDMACS GUI

RMS

MACSAACS

Marhaba Ops

CUTE

FIDS

Infocaster

Marhaba Web Site

Plan Control

RTA

SP Expert Stand Monitoring

TetraTARS NOMADDMIS

ERP P&L

RAPID IBMLImaging

PMS

CRMSmartel

MICE OASISFLEET MGMT

AA-DSS

AA Sub Systems

AA-MIS

VisaMessagingSubsystem

SelfBillOneNetwork

Call CentrePortal em

ail

IBE IBE WatchdogACD

Future Focus

MARS

PSS PC Systems

EasyMARSMARS FQT

CRIS Skywards.com

Skywards Datamart

PNR DW

CISMIS

ACD Solution

Trade NetSupplierNet

EK - DSS

Ocean

Messaging Subsystem

PriceGuide

Ops Reports

Airfare

SuperOPS

CVIEW

RPS RI

GYM

GRMS

Galaxy ePIP

PROS OD Forecaster

SPACEPNRODS

YAS AQUA

CDW Target.com

PROMIS

FACTS

FRR

LSOM

PRISM

ARS

EMSA

Route PlanningSystem

Market Research

CONXBuilderCOSMOS LTP

ENCOMAIFLITE

CSR

CORE

MPP CRS

Apollo

LASS Evita

EPR

Pairing ACTS

CrisCalliSaturnTrips STC

Trips.NET

Trip

sIR

A Trip

sIV

RTr

ips

PEC

SkyClaims CPD

SkySales

SkyMartSkyExpressSkyHub

SkyLogSITAFastIV

SkyChain MASS

SkyCap

SkyTrack

LIDOEGDS

AFTN

FuelMON

FCPortalFCISADOC

MPI

eSwap

COLA

DMS OGS Weather Monitor

RAMS

ATC Radar

FOQA FO Management Portal

Macroe

OPERA

CUSS KIOSK

e-ticket handler

MACSDMACS-GUI

RMS

KISBGS LASS

Catering Portal

CC PortalDFS

CCIMSCCPM

KiosksGalley Planning Caterlog

Crew Records Crew Admin

SD Management PortalSicknessAnalysis

A/c CleaningControl

EMPACS

Buyer EquipTracking

Airman

DELIA ADOC

Engg - DWH

EnggEMS

PMA

e-capabilitywrkflw

Techlog

Warrantywrkflw

IntegratedReporting

LibraryMgmt

ToolsCalibration

QuotationScrap wrkflw

Avionicswrkflw

CASA -CRIS


447 x Oracle Databases

140 x Application Servers

236 x Middleware Application Services

28 x SDLC Tools

by V

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onby

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Complex Infrastructure to Support


Our Key Problems and Challenges


Phoenix: IT Change Project

• Managed & measurable IT services and Measurement Framework

• Best practice processes (ITIL & CMMI) and structured approach

• Redefine processes how IT interacts with Business

• Re-align IT organisation to business

• Repositioning of IT-organisation within Group

Get Close to the Business

Implement End-to-End IT

Service Processes • Positioning and

Identity of IT within Emirates Group

• High performance culture, ownership, leadership

• Strategic sourcing model

• Strategic direction & priorities driven by Business

• Framework for Enterprise IT architecture and Standards

IT Governance Framework People

Project Scope


Vision & Positioning


IT Architecture& StandardsIT Strategy

PortfolioManagement

FinancialManagement

QualityManagement

OrganisationalDevelopment

IT Performance Measurement

Security & Risk Management

Business Info.Architecture

CommunicationGovernance

RelationshipManagement

Service LevelManagement

CustomerRelations

ProjectPlanning

Proj. Monitoring& Control

RiskManagement

Req. Mgmt &Req. Dev.

Design &Development

ProgramManagement

ProductIntegration

Validation

Verification

Proj. ConfigManagement

ProductionService Req.Management

Inventory &Stores Mgmt

Identity &Access Mgmt

CapacityManagement

AvailabilityManagement

ContinuityManagement

OperationsManagement

ReleaseManagement

ConfigurationManagement

IncidentManagement

ProblemManagement

ChangeManagement

SecurityManagement

People PerformanceManagement

Training &Development

PeopleLife Cycle

ResourcePlanning Recruitment

Projects

SupplierRelations

ExternalSupplier

Mgmt

Design: Process Map


IT Architecture& StandardsIT Strategy

PortfolioManagement

FinancialManagement

QualityManagement

OrganisationalDevelopment

IT Performance Measurement


Business Info.Architecture

Communication

RelationshipManagement

Service LevelManagement

ProjectPlanning

Proj. Monitoring& Control

RiskManagement

Req. Mgmt &Req. Dev.

Design &Development

ProgramManagement

ProductIntegration

Validation

Verification

Proj. ConfigManagement

Service Req.Management

Inventory &Stores Mgmt

Identity &Access Mgmt

CapacityManagement

AvailabilityManagement

ContinuityManagement

OperationsManagement

ReleaseManagement

ConfigurationManagement

IncidentManagement

ProblemManagement

ChangeManagement

SecurityManagement

PerformanceManagement


PeopleLife Cycle

ResourcePlanning Recruitment

ExternalSupplier

Mgmt

IT Strategy & Architecture

IT Production

IT Strategic Sourcing & Development

Design: Process Map

SupplierRelationsCustomer

Relations

Production

People

Projects

IT Solutions & Customer Services

Governance


Emirates Group IT Structure

Cargo

Airport

Engineering and Flight Ops

PSS & Pax Experience

Group Services

Leisure & Agency

Commercial & Planning

Customer Service Support

Regional Sales

Regional Sales

Regional Sales

Communications

Product Strategy

IT Enterprise Architecture


Quality Management

IT Support Services

Service Level Management

Data Centre Operations

Data Centre Technologies

Comms & End User Tech.

Deployment Services

Problem Management

IT Resource Mngt - PM

IT Resource Mngt. - PM

IT Resource Mngt. - SD

Strategy & Architecture Production Strategic Sourcing &

DevelopmentSolutions &

Customer Services mercator

Emirates Group IT


Supplier vs. Part of Business

Mitigate risk

T r a n s f o r m Business

Grow the Business

Run the Business


… and the world moved on …


http://www.stern.de/panorama/jahresrueckblick/jahresrueckblick-2009/jahresrueckblick-2009-die-zehn-groessten-hypes-des-jahres-die-gruene-hoelle-des-zdf-1528079-8d69ec1ce59c8c7a.html


Feedback from Business• Closer integration with business, get out of

the ‘Receiver of order’ mode• Be more proactive, drive change and

innnovation• Be more open to buy vs. build, leverage

more partners/suppliers• Group-wide governance of IT while ensuring

cross-departmental synergies and more re-use of systems

• Be more agile and improve time-to-market


Our new journey ahead▪ Step change in Customer

Intimacy▪ Shift from System

Development to Solutions Delivery

▪ Introduce Service Management

▪ Step change in Partner & Supplier Management

▪ Closer Integration and Collaboration with Business


Vision & Positioning 2013


FinancialManagement

Security &Risk Management

StrategyManagement

ArchitectureManagement

QualityManagement

PortfolioManagement

Strategy and Governance

AccountManagement

Business SolutionsDevelopment

BusinessIntegration

ProgramManagement

ProjectManagement

SoftwareDevelopment

Service Management

ServiceManagement

ServiceDelivery

TechnicalOperations

People Process PerformanceManagement


Reward & RecognitionRecruitment

Solution Delivery

SupplierRelations

IT Process Landscape 2013

PartnershipManagement

SupplierManagement


Emirates Group IT 2013

AccountManagement

Business Technology Solutions

HR Finance

IT

Business Solutions Development

Business Solutions Delivery

Business Service Management

Service Lifecycle

Technical Operations Centre

SoftwareDevelopment

ApplicationSupport

Testing

Production Technologies – Datacenter

Partner & Supplier Management

Security

Compliance

Architecture

Innovation

Strategy

Production Technologies – EUT & UC

Customer Support & Deployment Services

Service Management

Software Engineering

Infrastructure Management

Strategic Services


Emirates’ Spirit of Innovation


January 29th 2008, Dubai:Emirates sign an agreement with Microsoft to establish a joint Innovation Lab in Dubai to develop innovative solutionsfor the Travel & Transportation Industry

Driving Innovation with Partners

Patrick Naef 45

Innovation LifecyclePassenger Tracking, Baggage Tracking, Customer Behaviour Analysis, Emirates Store

Smart Walls, Apps, RaspberryPi

Late to Gate, Temperature Logging using Sensors, Predictive Analysis, CDS, Apps

Ideation

PoC

Production


… and what’s next?Some trends & buzzwords:

▪ Open the company for collaboration▪ BYOx, Consumerisation of IT

▪ Crowd Sourcing

http://www.stern.de/panorama/jahresrueckblick/jahresrueckblick-2009/jahresrueckblick-2009-die-zehn-groessten-hypes-des-jahres-die-gruene-hoelle-des-zdf-1528079-8d69ec1ce59c8c7a.html

Patrick Naef

New Distribution Models

Music Store (2000)Music Store (1990) Music Store (2010)

Music Store (2014)

iTunes

http://clubpeopl.com/wp-content/uploads/2013/12/music-vynils.jpg


BYOx, i.e. your own connectivityCompany network Personal mobile 4G network


Combining different data sources/ sensors

Patrick Naef

• That’s where innovation happens

• The way of working of Gen-Y / Gen-Z• Accept that users and customers will be in control• The more you share, the more you will receive

• Open Architectures: The times of monolithic systems are over

• Open up the company for collaboration, be part of it!

• Adapt OpenSource community models internally

Open & Crowd Sourcing

Patrick Naef

Patrick Naef 52

Hackathon Update

320 Hackers *60 Apps * 24 Apps

Patrick Naef 53

Innovation Lab DeliveriesInnovation for Line of Businesses

• RaspberryPi based Screens• IoT based Aircraft Temperature Monitoring System• Beacon to log the temperature of a shipment• Beam Robot for telepresence• Big Data/Machine Learning

• No Dispatch Messages for Aircraft• Free text search on KIS• Grid computing based solution to reduce the

job processing time from 36 hours to 3 hours.

• Apps• ERP Lite• ILearn• Scream (for Cargo)• Feedback App for Service Centre

Patrick Naef 54

Innovation Lab Deliveries

Customer facing Innovation• RaspberryPi based Screen• Big Data / Machine Learning

• Predict Late to Gate• Sentiment Analysis• Customer segmentation for

personalised campaign.• IoT based Solutions

• Electronic Bag Tags• Beacon deployment at Airport

• Wireless Chargers with Intel• Oculus based A380 Experience • Apps

• Customer Survey Apps

Patrick Naef

55

Innovation Lab DeliveriesElectronic Baggage Tag

• The Electronic Bag Tag is a portable E-ink display fitted with BLE technology that can be attached to any bag to display the Industry Standard Barcode.

• The Bag Tag will interact with native iOS & Android applications on the user’s smartphone to relay information over Bluetooth.

• Once the user has his unique Barcode from the MACS system, the Barcode will be pushed on to the E-ink display via Bluetooth.

Benefit to the user:• No more paper printed Bag Tags• True Check-in : The user can generate the

Barcode at home, this allows for the bags to be dropped off at the airport without the going through the existing check-in process

• The users will be notified on their smartphones when the baggage arrives on the carousel

Patrick Naef

56

Innovation Lab DeliveriesAirport Beacons

• DXB (Mainly T3 - Concourse A, Concourse B as well as the Emirates lounge in Concourse C) is mapped in order to determine the positions to place BLE based beacons.

• An Android based smartphone application is being developed for Airport Agents; while a mock iOS based smartphone application is being developed for Passengers which interact with the positioned beacons to relay relevant information to the Agents and Passengers alike.

Benefit to the user:• Track other agents within the airport in Real-

Time• Track Passengers in Real-Time through the

app • Help Navigate to Points of Interest (POI)

Patrick Naef

Patrick Naef

Thank You

Emirates Group Information TechnologyPO Box 686 Dubai, United Arab EmiratesTelephone: +971 4 203 3004 Email: [email protected]

Telephone Dubai: +971 4 203 3135 Telephone Bangkok: +66 2 260 8488 Email: [email protected]

Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

Technology

Transcript of Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up