Improving passenger experience and operational efficiency

Albert Algans

Albert Algans, Ikusi’s Director for Airports: “Airport managers have to deal with the complexity of managing multiple processes and stakeholders involved in an airport’s day-to-day operations, in an integrated manner.”

Today, airport infrastructure managers face a two-fold challenge This challenge has to be met in a complex environment, marked by increasing passenger numbers, together with restrictions on the level of available infrastructure investments that are required in order to cope with this growing demand. This is all happening while users are demanding better services and a faster, more comfortable airport experience.

“At the same time, airport managers have to deal with the complexity of managing the multiple processes and stakeholders involved in an airport’s day-to-day operations, in an integrated manner,” explained Albert Algans, Ikusi’s Director for Airports. “So analysing airport management from the perspective of process engineering and cooperation between stakeholders, as might be implemented in a factory for example, makes sense. Methods like Six Sigma are perfectly applicable in such an environment, so why not apply them? By defining the different processes in the airport, we can establish indicators (KPIs), metrics, alarms and action plans, within the context of ongoing improvements.”

He continued: “On one hand, there is no doubt that the latest cutting-edge technology is now present in airports: the smartphones of the passengers themselves are excellent Wi-Fi tracking points. These locating technologies allow us to increase the productivity of the Wi-Fi networks already in place, providing extremely key data for the operators. On the other hand, technologies such as video analysis or boarding pass barcode readings mean that the infrastructure can be reused, generating greater intelligence in the data warehouse that can benefit operators using those process engineering-based solutions. Thus, we obtain a holistic vision of airport management in real time.”

These solutions for integrated airport management increase the efficiency of complex infrastructure, while improving the passenger experience.

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