ACI Airports Council International Annual Assembly Conference & Exhibition

ACI Airports Council International Annual Assembly Conference & Exhibition Service Excellence in Airfield Services Is not only relevant in terminal buildings for passengers Zuks Ramasia October 2014

Introduction Defining Service Excellence a) Service excellence is the consistent delivery of a high value/price experience, day after day, year after year, regardless of who happens to be on the front lines of the delivery process a) It is the systematic output of a service model that is designed explicitly to deal with: Customer retention Customer engagement voice of the customer Product and service enhancement 2

Airline Experience (Reducing Incidents, Certification) What can airports provide to airlines to improve hub operations? 1) Participation and fair decision-making powers at Airport Management Committee(AMC) 2) Fair allocation of airport resources (less congestion on the tarmac, air bridges, parking stands, safe tarmac manoeuvring ) airlines to improve their value proposition to passengers 3) Cutting-edge terminal and ramp handling technology, infrastructure and design that is safe compliant to regulators for safe operations 4) Benchmarked airport product and services, best in class transfer facilities appeals to tourism and trade partners. 3

Airport s ensure that the airlines deliver the service that has been marketed by Airlines; that customers have requested and paid for, in a way that satisfies and surpasses customers expectations. Failure of any of the touch points affect s the customer satisfaction. Parking & safety at the airport Boarding Process Bussing / Bridges Immigration Baggag e Delivery Ticketing -Airport Holding Area / Lounges On time Departure Bussing / Bridges Customs Overall Flying experien ce Check-in Internet, Mobile, Self Service Kiosk Security point & Immigratio n In- flight On time Arrivals Arrivals Lounge if applic Page 4

Service Excellence in Airfield Services Aircraft Ground Handling Services Value Chain HIGH LEVEL VIEW Non-exhaustive Ramp Handling Marshalling Potable water & toilets Ground power units Refuelling Cargo Load Control Pushback Tugs Parking Bay ATC Inflight,Logistics & Inventory Loading Offloading Duty free service Cabin cleaning Cabin dressing Laundry services Catering services Boarding and disembarkation 5

Service Excellence in Airfield Services Strategies that Support Service Excellence 1) Continually and consistently communicateyour commitmentto service excellence 2) Management must developand supportan environmentand resources for executing service excellence; 3) Establish interdepartmental support and cooperationwhere there is an explicit understanding of team work, interdependency and the inherent value of individual and departmental contribution; and, 4) Value customer feedback in real-time and utilize aviation-focused and specific evaluation tools. Source: http://laboratory-manager.advanceweb.com/article/creating-a-cultureof-service-excellence.aspx?cp=2 6

Service Excellence in Airfield Services Strategies that Support Service Excellence (cont.) 1) Hire and retrain employees for customer sensitivity or "soft" skills; 2) Focus on managing your customers' experience as it relates to their interactions with your landside and airside processes and personnel; and, 3) Celebratewhen service excellence is done right and done well, both individually and organizationally. Source: http://laboratory-manager.advanceweb.com/article/creating-a-cultureof-service-excellence.aspx?cp=2 7

Service Excellence in Airfield Services Requirements to Establishing a Culture of Service Excellence In order to establish a culture of service excellence: Leaders must model service excellence; Standards and criteria must be clearly defined with mechanisms for accountability; and, Organizations and their leaders must make a conscious and consistent effort to incorporate customer-focused, customer-driven strategies. Source: http://laboratory-manager.advanceweb.com/article/creating-a-cultureof-service-excellence.aspx?cp=2 8

Questions and Answers 9

ACI Airports Council International Annual Assembly Conference & Exhibition Service Excellence in Airfield Services Answers to facilitator questions Zuks Ramasia October 2014

ACI Africa Conference Facilitator Questions a) What is your understanding of service excellence in the aviation industry? 1) Within aviation and airline terms, this means to provide a reliable, consistent, and superior service experience to Customers 2) Experience across the entire operational value chain, but very importantly at customer-facing touch points; 3) These touch points could be(non-exhaustive): i. Check-In, Boarding Gates ii. Ticket Sales, Lounges iii. Call Centres, Websites and all other distribution channels iv. Practical user friendly Airports v. Safe operations 11

ACI Africa Conference Facilitator Questions b) What is the role of your organization in improving service excellence in the airports? 1) All stakeholders that operate within, to or from any airport has a critical role to play to ensure service excellence; 2) From an airline perspective, it is critical that the Precision Time Schedule (PTS) are adhered to as part of the operator s published flight schedule; and, 3) The primary objective to meet our customers experience at every customer-facing touch point, 4) but also to ensure that back office processes support and drive the airport s and the airline s On-Time Performance. 5) Seamless transfers of Customers and their luggage 12

ACI Africa Conference Facilitator Questions c) From your experience and possibly your organization what are the top 3 risks of focus areas that require attention as part of our efforts to improve service excellence in the airports of Africa? For those airports outside of Africa, the focus areas for SAA would be (not in order of priority): 1) Airport Infrastructure & Technology: Aging or non-existent airport infrastructure, equipment and technology are serious barriers to achieving service excellence objectives (e.g. IT, navaids, telecoms, power supplies); 2) Liberalization of Markets: Monopolistic service providers in Africa, e.g. catering, ramp and passenger handling is a major risk towards the aviation community achieving service excellence objectives; 3) SLA s: reluctance in the aviation industry to sign SLA s with airlines absolves accountability 13

ACI Africa Conference Facilitator Questions d) What are the challenges of realising service excellence in the airports of Africa? 1) Establish a culture of service excellence across the value chain, 2) Expected Performance Standards must be clearly defined with mechanisms for accountability throughout the entire stakeholder landscape(e.g. airports, airlines, air traffic navigation services, e.g. AMC); 3) Airport authorities must model service excellence by investing on infrastructure development 4) All Airport staff be trained on Customer service and be incentivised; 14

ACI Africa Conference Facilitator Questions e) Service performance metrics and targets are important indicators to identify if the system is responding adequately to safety risks. Who should set the standards of performance indicators and related targets? 1) Within the airline context, service performance metrics are set at different levels of the organisation dependant on the service being delivered; 2) Safety risks are however, monitored, managed and remediated within a broader integrated Safety Management System which is owned by the Executive in charge of Operations, and sponsored by the Chief Executive; 3) Safety risks are audited by the regulator, the SACAA and international industry organisations such as IATA(IOSA), etc. 15

ACI Africa Conference Facilitator Questions f) Which approach is the best approach; top-down approach, bottom-up approach or a collaborative decision-making (CDM) approach, and in the caseofacdmapproach, whoshouldtakethelead? 1) A multi-stakeholder approach, C.D.M would be the best approach; 2) Airport Operators, aircraft operators, ground handlers, ATC etc., can share data and work together in a collaborative approach to improve the overall efficiency of operations at an airport; 3) Aircraft turnaround times, pre-departure sequencing processes, accurate take-off times, improvements to route and sector planning can all benefit from adopting CDM across a multi-stakeholder airport environment 16

www.asecna.aero Les routes du ciel, notre métier 23ème Assemblée Annuelle de l ACI Durban, Afrique du Sud 12-14 Octobre 2014 Excellence des Services Clé pour le futur ----------- Session 6: Excellence des services dans les aires de mouvement : Excellence dans les services ATM ----------- Présentée par Mme OBAME-EDOU Claire Josette 1

SOMMAIRE www.asecna.aero Les routes du ciel, notre métier ----------- 1. Présentation de l ASECNA 2. L ASECNA et la gestion de l ATM sur les aéroports 3. ATM et collaboration entre les acteurs Présentée par Mme OBAME-EDOU Claire-Josette 2

1. PRESENTATION DE L ASECNA Les routes du ciel, notre métier Agence pour la Sécurité de la Navigation Aérienne en Afrique et à Madagascar Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 3

www.asecna.aero Les routes du ciel, notre métier 1. PRESENTATION DE L ASECNA Trois écoles de formation professionnelle EAMAC à Niamey (ATCOs, ATSEP, MET, ING) ; ERSI à Douala (SLI) ; ERNAM à Dakar (Y/C AVSEC OACI). Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 4

1. PRESENTATION DE L ASECNA www.asecna.aero Les routes du ciel, notre métier Activités Fournisseur des services ATS, AIS, SLI, MET ; Installation et maintenance des systèmes de balisage, Navaids, sur 31 aérodromes ouverts au trafic international. Assure la gestion commerciale de 6 aéroports internationaux (Ouagadougou, Cotonou, Niamey, N djamena, Bissau et Bangui). Vision Être le meilleur fournisseur des services de la navigation aérienne en Afrique, ce qui passe par la promotion de l excellence dans tous les domaines d activité. Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 5

1. PRESENTATION DE L ASECNA www.asecna.aero Les routes du ciel, notre métier Deux objectifs stratégiques Amélioration de la sécurité de la navigation aérienne ; Amélioration de la gouvernance et de l efficacité économique. Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 6

www.asecna.aero Les routes du ciel, notre métier 2. L ASECNA ET LA GESTION DE L ATM SUR LES AEROPORTS Organisation de l espace aérien en région terminale de contrôle (TMA) et en zone de contrôle (CTR) ; Fourniture des services de la circulation aérienne à partir des TWR et APP sur nos aéroports ; Mise en œuvre de trajectoires normalisées de départ et arrivée (SID/STAR) ; Etude en cours pour la mise en œuvre des CCO/CDO (optimisation des vols, réduction de la consommation de carburant et protection de l environnement) ; Coordination TWR/SLI pour la protection des vols ; Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 7

www.asecna.aero Les routes du ciel, notre métier 2. L ASECNA ET LA GESTION DE L ATM SUR LES AEROPORTS Contrats d interface ATS/MET/SLI ; Protocole de coordination ASECNA/Gestionnaire/ Assistance en escale pour la gestion de l aire de mouvement ; Traitement des évènements sécurité enregistrés dans le cadre du contrôle aérien ou sur l aire de manoeuvre et mise en œuvre des ACAP, partage des informations avec toutes les parties concernées ; Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 8

www.asecna.aero Les routes du ciel, notre métier 2. L ASECNA ET LA GESTION DE L ATM SUR LES AEROPORTS Formation et maintien des compétences du personnel; Mise en œuvre du SMI dans toutes les unités opérationnelles pour l amélioration continue de la sécurité et de la qualité des services fournis aux usagers; Réalisation des audits internes et externes des services permettant de relever les écarts. Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 9

www.asecna.aero Les routes du ciel, notre métier 3. ATM et collaboration entre acteurs La collaboration, la clé de l excellence dans l ATM Assistance en escale Exploitant d aéronef Autorité de régulation ASECNA Autorité militaire Gestionnaire d aéroport Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 1 0

www.asecna.aero Les routes du ciel, notre métier `xüv wx äéàüx tààxçà ÉÇ Excellence ATM Conférence Annuelle ACI, Durban, Afrique du Sud 1 1

Federal Aviation Administration FAA Office of Airports Airport Services Presented to: By: Date: ACI Africa Regional Conference James White, FAA October, 2014

Introduction Aprons are among the most congested areas at an airport: Aircraft movements Passengers and cargo Ground service equipment Airline/supplier personnel Federal Aviation Administration 2

Research Objectives Develop a guidebook to describe best practices for apron planning and design that enhances operational efficiency and safety Guidebook is intended to assist planners, designers, airport operators and other stakeholders in enhancing the operational efficiency, safety, and flexibility of aprons Federal Aviation Administration 3

Apron Planning and Design Process Level of planning will influence which steps are completed Master planning requires conceptual planning Development program and design projects require very detailed planning Federal Aviation Administration 4

Stakeholder Involvement Stakeholder involvement helps ensure the needs and requirements of these parties are considered throughout the planning process Provides broader perspective and informs planners and designers of relevant operational, environmental, and design factors Enhances support for an apron project Airport Tenants Airport Management and Staff Third-party Service Providers FAA TSA U.S CBP Local Police and Fire Air Quality State Wildlife Historical Agencies Wastewater/Water Quality/Wetlands Federal Aviation Administration 5

Understanding the Apron Environment Critical to responsive and effective planning and design Responsibility of the planner or designer to understand the physical and operational environment of the specific airport apron area before Engage stakeholders in understanding the environment The Guidebook provides information on the activities, vehicles, and equipment utilized on the different apron types: Terminal Deicing Cargo Maintenance Remote General Aviation Helipads Federal Aviation Administration 6

Planning Considerations Functional Apron Capacity Accommodate anticipated demand, irregular operations, new users or tenants, and/or future aviation demand Operational Efficiency A measure of how an apron supports dayto-day operations Minimize dependencies in operations, aircraft parking, taxi flows, aircraft servicing Flexibility Accommodate diverse fleets, changing operating characteristics, and irregular operations Plan aprons for multiple purposes (e.g., single apron for deicing, remote overnight parking, aircraft holding) Federal Aviation Administration 7

Planning Considerations Operational Factors Reflect unique characteristics of airport Consider types of operations (cargo, deicing, general aviation), aircraft turn times, fleets, lease types, airline operation (hubbing/origindestination, international/domestic) Site Constraints Understand specific site constraints Consider both physical and operational (aircraft ground flows, aeronautical surfaces, clearance areas, tower line of sight, and environmental considerations) Federal Aviation Administration 8

Determining Apron Demand Methodology depends on type of apron project Defining apron requirements to support master planning is different from forecasting demand for reconfiguration of an existing apron. Sources Direction from airport operator, tenant or lessee Historical relationships FAA or national forecasts Aircraft fleet orders Planned developments/leases Based/itinerant aircraft Air service marketing Federal Aviation Administration 9

Fleet Evolution Changes in fleet may require changes to physical layout and operational needs Wingtip devices New large aircraft (A380, 747-8) Trend of increasing wingspans Equipment needs Increased ground power unit capacity Data / internet connections Phasing out of models or sizes of aircraft Federal Aviation Administration 10

Aircraft Clearances ICAO provides planning criteria for wingtip clearances Wingtip clearances usually determined by airport or apron lessee In some cases reduced horizontal wingtip clearance or vertical clearance may be allowed during a gate entry/exit maneuver Airport may set clearance standards on all aircraft parking positions or, at a minimum, between leaseholds Allow space for maneuvering of GSE and emergency vehicle access and servicing aircraft Federal Aviation Administration 11

Apron Configuration Ensure that aprons comply with aeronautical surfaces and runway/taxiway areas Incorporation of pushback areas may reduce taxi congestion Vehicle service roads can be placed in front of (head-of-stand) or behind (tail stand) aircraft Ensure there is sufficient space for GSE storage and staging, either locally or remotely Aprons may need to be visible from ATCT or ramp towers Federal Aviation Administration 12

Technology/Planning Tools Computer-aided design (CAD) allows for analysis of different apron configurations Add-on programs allow for simulation of aircraft and vehicle movements and aircraft servicing Path tracking Jet blast velocity tracking Aircraft servicing layouts Passenger loading bridge analysis Pavement strength software FAARFIELD (FAA) assists with designing new and modifying airfield pavements Federal Aviation Administration 13

Management/Operational Policies Airports use management and operational policies to enhance safety and manage the utilization of aprons. Examples: Lease stipulations requiring minimum utilization of aprons Require vehicle and aircraft parking and flow plans Varying lease types (exclusive, preferential, common use) Establishing wingtip clearances between parking positions or between leaseholds Enforce required aircraft parking apron for apron to building or lease area Deicing and fueling consortiums Federal Aviation Administration 14

Additional Information ACRP Report 96 Apron Planning and Design Guidebook http://onlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_0 96.pdf Federal Aviation Administration 15