Transforming Airports - CISCO Report 2010 by Mauricio Arias Toro

Transforming Airports

Smart Airport â&#x20AC;&#x201C; Insights for sustainable business models for the future

June, 2010

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AGENDA 1. 2. 3. 4.

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Trends, challenges, and opportunities Evolution of the airport Toward a sustainable business model Discussion

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1 Cisco Confidential

Aviation Trends, Challenges, and Opportunities

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Industry Uncertainty

Source: IATA Economic Reports 2008

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Outlook “… our resilience has been tested by disease, war, terrorism, spiking oil prices and even a volcano. The worst economic recession in 80 years saw revenues drop by $81 billion and losses of almost $10 billion in 2009. Today there is some cautious optimism. Global traffic is back to pre-recession levels with load factors nearing 80% and the bottom line is improving. Asia-Pacific is powering the upturn with $2.2 billion in profit. North American carriers will move into the black at $1.9 billion. Latin American airlines will return $900 million, the only region with two consecutive profitable years. Middle Eastern and African carriers will each deliver profits of $100 million. But not all regions are recovering equally. Europe with its weak economy will be the only region in the red, with a $2.8 billion loss. But today we are upgrading our global industry forecast to a full-year profit of $2.5 billion. This is the first global profit since 2007. It is a reason to celebrate. But with a margin of 0.5%, it will be a modest party…” *

* IATA, State of the Air Transport Industry, 7 June 2010

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Airport Economics Evolving

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Global Aviation Trends INTENSIFIED COMPETITION Rise of Low Cost Carriers Regional Hubs Under Fire

CUSTOMERS High Expectations Price Sensitivity

RISING COST Fuel Prices Higher Operating Costs

Network and Aircraft Hub Bypass Point/Hub to Point Diagram Source: Blackstone Gates

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Airports slash fees  Major airports across the globe are slashing charges in an attempt to help embattled airlines cope with the downturn in 2009.

 In Singapore, the Civil Aviation Authority of Singapore has announced a slew of measures, including a 25 per cent rebate in landing fee at the Changi and Seletar airports.  In China, its civil aviation administration has suspended for six months its 10 per cent surcharge on landing fee at the nation's airports. Several other international airports have followed suit.

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Responding to the Strategic Threat 

Exploit technology to enhance the flow of people, goods and information, and to make the flow as efficient, reliable and safe as possible.

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Deliver superior passenger care processes based on best-in-class Customer experience (along entire journey value chain)

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Lead Operational efficiencies (e.g. high reliability in services, baggage handling, quickest plane turnaround) based on real-time operational information across Airport. Pass these benefits on-to the customer

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Transform the Airport as multi-services hub

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Create Key Metrics and Measure Relentlessly

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2 Cisco Confidential

Evolution of the airport

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Evolution to Smart Airports AIRPORT 3.0

Business Relevance

SMART AIRPORT AIRPORT 2.0

AGILE AIRPORT

AIRPORT 1.0

Services Framework Cisco Confidential

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Source: Cisco IBSG, 2008 12

Evolution to Smart Airports IATA initiatives • E-Ticketing (ET) • Bar Coded Boarding Passes (BCBP) • IATA e-freight • Common Use Self-Service (CUSS) • Radio Frequency ID (RFID) • Baggage management Improvement Programme (BIP) & Fast Travel

„SMART“ AIRPORT

• Improved operations and flexibility (gates, terminal equipment, turnaround management) • Improved Passenger experience (self-service) • Multi-business Hub • Single converged infrastructure • Basic sensor capabilities

„AGILE“ AIRPORT

AIRPORT 1.0

• Real-time operations and process integration, reduced latency • World-class customer experience and personalized services • Mobile workforce and collaboration • Extensive Sensing-Intelligent AnalyzingResponding (SIAR) capabilities and integration

• Many Airports today • Lacking operational efficiencies • Poor passenger experience • Siloed data, processes and systems Source: Cisco IBSG, 2008

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Smart Airport vision Vision  “Digital Grid” (Real-time infrastructure) acting as nervous system and touching every point of interaction  Real-time operations and process integration  World-class passenger experience and operational efficiency  Sensor-driven capabilities as basis for smart services  Mobile workforce and collaboration  Integrated Safety and Security

Source: Cisco IBSG, 2009 Cisco Confidential

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Toward a sustainable business model

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Non-Aeronautical Revenues

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Non-Aeronautical Sources of Revenue

 Managed Service  Passenger Wallet Share

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Managed Service Provider Opportunity Connected Digital Media (Universal Signage)

Airside/Gate/Office Unified Communications

Digital Surveillance e.g. IP CCTV Physical Security/ Connected Real-Estate.

Mobile Workforce

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Virtual Connection & Common Use Savings

RFID Savings & Inventory Management e.g. Wheelchair / Asset location Internet Business Solutions Group

Product Strategy

Diagram Source: Blackstone Gates

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Enhancing Passenger Experience and Wallet Share

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Evolving Consumer Technologies SmartPhone

TIVO

T-Mobile Sidekick

Cell phones Direct TV

Fax machine

XM satellite radios in cars

IP Telephones

Wireless network Apple iPods Linux server Desktop PCs Cisco Confidential

Laptop PCs

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A revolution in mobile Easy to use, full screen touch interface 3G and wifi enabled devices specifically designed for internet use are dominating the sales charts and being bought across market demographics.

iPhone 8Mb

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Blackberry Storm

Samsung 8330

Nokia N96

iPhone 76

Sony Ericsson iPhone 16Mb

iPhone 16Mb

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Blackberry Bold

Now services are easy to deploy, use and make money…  The iPhone, Windows Mobile and Linux offer a platform for a vast array of applications that are delight consumers and stimulate business

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Sample Application â&#x20AC;&#x201C; Resort Navigator

Admin

Convention Schedule

Wi-Fi Routing Switching Voice Security

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Resort Navigator

Hi Holly: Fragrance Coupons

Monet 1 Monet 2 Monet 3 Galleria 1 Galleria 2

Personalized Promotions

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Enhanced Mobility Services First category appear: Help

Explore Store Map

Display web coupon (readable by IR scanner directly on screen)

Different icons are linked to different sub-services

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Subscribe to RED card (loyalty card) online or view account status

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Examples of Services delivered at the Airport Personal assistant

Directories and maps

Destination information with link to services Destination information

Maps

Sponsored links to 3rd party services

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Wireless Services

Accuracies of 3 feet are possible indoors using 802.11x to drive incentives in rich media form directly to customers Source: Pictures and Diagrams from Acuity Cisco Confidential

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Opportunities to Change the Game

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Incomplete view of the customer

PNR – flight information, freq flyer, class of service Profiles – business, leisure, frequency, patterns Macro view – demographics, destination and origin

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Customer Insights What do my passengers spend

Who are my best customers

Whatâ&#x20AC;&#x2122;s my share of their wallet

How price sensitive are they

How promotion sensitive are they

When do they shop

Which items drive price sensitivity

What messaging or media are most effective

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What other items might they buy

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Personalized Offers Passengers who redeemed the offer spent an average of over 50% more than the typical duty free shopper

Which routes yield highest results? What is the best time of the day to make the offer? Are there any specific days when the offer is more successful?

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Passenger Journey overview home

transit

airport & journey departure

transit

flight

destination

arrival

research

taxi

check-in

food

gate

retail

immigration

banking

taxi

hotel

booking

car

baggage

retail

boarding

catering

baggage

retail

hire car

resort

payment

metro/train /bus

passports

metro/train /bus

retail

check-in

parking

security

entertainment

customs

banking

dining

way-finding, flight information and alerts

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Green

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Building Systems Evolution AP Electrical

Electrical

IP Network

IP Netw ork

IP Network

AP HVAC

HVAC

HVAC Lighting

Lighting

Lighting AP

Some RE devices are connected using open industry protocols. Others are not connected at all. There is little or no integration with the IT production network.

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The real estate systems are connected to the IP network through gateways that convert protocols to IP and normalize the data. Separate networks remain and many devices are still not connected.

Additional existing building devices such as light switches, ballasts, and power plugs are connected however they remain on separate systems and are connected through a low power wireless network.

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Before Connected Real-Estate Convergence ENTERPRISE APPLICATIONS

Facility Management Maintenance Management IT Network Management

IP Camera

IP Telephony

Wireless

BMS

Lighting Control

CCTV

Access Control

Building Mgmt

DVR

BMS

Boilers

General Lighting

VAV

FCU

AHU

Channel Controllers

FCU

Heat Pump

Chillers

Occupancy Detectors

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DSI/DALI Interface

Access Control

Building Mgmt

VAV

Chilled Beam

Lighting Control

Heat Pump Chilled Beam

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General Lighting

Occupancy Detectors DSI/DALI Interface

Fully Converged Connected Real-Estate Energy Management Solution Building Management ENTERPRISE APPLICATIONS

Facility Management Security Management Maintenance Management IT Network Management

Middleware Server Translation of disparate protocols to Common format

IP Camera

IP Telephony

Wireless

Energy & Power Metering

BMS

Lighting Control

UPS Monitoring

CCTV

Access Control

DVR VAV

Boilers

FCU

AHU

Heat Pump

Chillers

Chilled Beam Fire Alarm System

Door Controllers

General Lighting

Smoke Break Sensor Glass

Channel Controllers

Intruder Panels

Occupancy Detectors DSI/DALI Interface

Reader Technology

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Beyond Smart Airports

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Real-Estate business is becoming key for Airports

Source: Different presentations

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Airports becoming Virtual Service Provider

Source: IBSG, 2009

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Airports evolution Summary • World-class customer experience, personalized services and security • Real-time operations and process integration, reduced latency • Mobile workforce and collaboration • Extensive Sensing-Intelligent Analyzing-Responding (SIAR) capabilities and integration, digital grid

Airport 3.0 „Smart Airport“

Airport 2.0 „Agile Airport“

• Advanced operations and flexibility (gates, terminal equipment, turnaround management) • Advanced passenger experience • Multi-business Hub • Single converged infrastructure, basic sensor capabilities

Airport 1.0 Basic Airport operations

• Basic operational efficiencies • Landlord model, poor passenger experience • Siloed data, processes and systems

Source: Cisco IBSG, 2008 Cisco Confidential

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Airports evolution • Significantly improved operational efficiencies, passenger services, advanced security capabilities and passenger experience • Fully exploit the power of emerging and maturing technologies, with advanced and pervasively deployed sense-analyze-respond capabilities. • Systems built around a “digital grid”: a single, converged, often carrierclass IP network that enables high-speed broadband traffic throughout the entire ecosystem • Exchange of real-time information, deep cross-silo collaboration, and airport-wide process integration

Airport 3.0 „Smart Airport“

• Advanced operational efficiencies, faster turnaround times for airlines, faster set-up times for tenants, and improved passenger experience • Business entities and ecosystem share information quickly and seamlessly, enabling agile airports to respond rapidly to changes. • Airport-wide, converged network architecture offers shared services on a common services platform

Airport 2.0 „Agile Airport“

• Airports exhibit highly evolved operational efficiencies, but pay insufficient attention to passenger experience. • Capabilities necessary for safe and efficient management of landings, departures, and other aircraft operations. Only basic passenger services • Operating in a landlord model • Siloed operations, systems, and business units. Little ability for information sharing and centralized management.

Airport 1.0 Basic Airport operations

Source: Cisco IBSG, 2008 Cisco Confidential

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Airports evolution – Airport 1.0 Basic Airport operations

Details

Airport 1.0 Basic Airport operations

•Focus on capabilities necessary for safe and efficient management of landings, departures, and other aircraft operations. They offer basic passenger services, including check-in, boarding, security, baggage pick-up, and moderate retail, food, and beverage services. •Operate in a landlord model, where the airport/landlord provides the real estate, while airlines, concessionaires, and other tenants design and implement their own business environments. •Airports exhibit highly evolved operational efficiencies, but pay insufficient attention to passenger experience. •Operations, systems, and business units are likely to be highly siloed, making it difficult for different entities to collaborate across business boundaries. •While there is always an airport-wide master strategic plan, the airport business units and tenants procure and implement technologies in a stovepipe fashion, with little ability for information sharing and centralized management without costly and often suboptimal systems integration. Source: Cisco IBSG, 2009 Cisco Confidential

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Airports evolution – Airport 2.0 Agile Airport

Details

Airport 2.0 „Agile Airport“

•“Agile airports” adapt well to a changing environment and fast-paced operational tempo. Technology-enabled collaboration is highly evolved throughout these airports and is implemented across business units and functional silos. •Business entities and ecosystem partners share information quickly and seamlessly, enabling agile airports to respond rapidly to environmental and operational changes. •By employing a centralized and shared services strategy, agile airports often preclude tenant deployment of single-use and proprietary technologies. Instead, an airport-wide, converged network architecture offers shared services on a common services platform. Tenants take advantage of services such as managed communications, IP telephony, broadband, Wi-Fi, and video surveillance at competitive market prices, without the need to deploy and maintain their own technology solutions. •From a business value perspective, the agile airport offers advanced operational efficiencies, enabling faster turnaround times for airlines, faster set-up times for tenants, and improved passenger experience. Examples of the agile airport include Toronto Pearson International Airport, London Heathrow Airport, Singapore Changi International Airport, Hong Kong International Airport, and McCarron International Airport (Las Vegas). Source: Cisco IBSG, 2009

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Airports evolution – Airport 3.0 Smart Airport

Details

Airport 3.0 „Smart Airport“

•Airport 3.0 comprises “smart airports” that fully exploit the power of emerging and maturing technologies, with advanced and pervasively deployed sense-analyze-respond capabilities. •Systems are built around a “digital grid”: a single, converged, often carrier-class IP network that enables high-speed broadband traffic throughout the entire ecosystem, including the airport, airport city, airlines, seaport, logistics, authorities, and other parties. The digital grid is the airport’s nervous system, touching and managing every point of interaction. •By enabling the exchange of real-time information, deep cross-silo collaboration, and airport-wide process integration, smart airports significantly improve operational efficiencies, passenger services, and advanced security capabilities. •They also take passenger experience to new heights by delivering a range of personalized services enabled by seamless exchange of passenger data to anticipate needed services. Broad process integration among airlines, retailers, fuel providers, caterers, and other ecosystem partners creates new benefits along the entire value chain. Source: Cisco IBSG, 2009 Cisco Confidential

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Vision on Aviation in the year 2025           

Segmentation of the Airport market Low cost vs. Premium carrier Aircrafts getting larger and smaller Retail & Real-Estate business Connected Airport – Airside – Landside - Airport city Airport as service provider for all utilities Completely shared services, no dedicated services No check-in counters Interactive Digital signature leading the way Connected mobile workforce, e.g. agents, fuelers, Maintenance Satellite based (GPS) communication & navigation overtaking land-based communication

Source: Cisco IBSG, 2008 Cisco Confidential

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Case Example: GTAA, Toronto – Connected Common Use Challenge  Leverage a common services platform that connects a variety of Airport service providers to conduct business effectively and with cost savings T2

Air Canada Q318 Catalyst 3508

T3 Catalyst 3508

Catalyst 3508 Air Canada STOC Catalyst 3508

F005A

A304

ONS 15327 10.10.102.10/24

ONS 15327 10.10.102.8/24

F005A

ECH-C102 0/0SX 1/1SX 10.10.3.70 /26

A304

LX 3/1

Ring 2

37 37 31 29 27

G114

ONS 15327 10.10.103.4/24 MPLS Distribution

SX 3/3

LX 3/1

4/1 4/3 SX SX

NCB 31

1/1 SX 1/2 SX

4/1 LX 10.10.3.6 /30

1/2 SX

B108

6506

G114 MPLS Core

1/1SX

27 29 33 35 25 23 37 37

B108

Route Reflector

C105 ONS 15327 10.10.103.14/24

LX 3/1

LX 3/3

LX 3/1 MPLS Distribution

ONS 15252 10.10.100.1/24

ECH-C102

ECH - C102

37 37 33 35

ONS 15252 10.10.101.13/24

LX 3/3

G114

0/0SX

ONS 15327 10.10.103.12/24

1/1 SX

6506

Eth 5/3

4/1 4/3 SX SX

1/1SX

C105

SX 3/3

4/2 LX 10.10.2.14

Temporary VPN Router Eth 5/3

10.10.101.3/24

ONS 15252 10.10.101.1/24

23 25

3/1 LX 10.10.2.6 /30 5/3 LX 10.10.4.6 /30 4/4 LX 10.10.4.14 /30

B108

Eth 5/1

G114 ONS 15252

ECH-C102

SX 1/1

10.10.5.70 /26

B108

10.10.101.5/24

10.10.1.1/30 10.10.5.10/30 10.10.5.2/30 10.10.4.10/30 10.10.4.2/30 10.10.2.2/30 10.10.2.10 /30

27 29 31 33 35 25 23 37 37

MPLS Core

LX 3/2

10.10.1.5 /30 5/2 LX

B b

C305 ONS 15252

LX 3/1

LX 3/3

SX 3/1

SX 4/1

27 29 31

23 25 37 37

SX 0/0

LX 3/3

ONS 15327 10.10.103.6/24

LX 3/3

3/4 LX

C305

A LX LX 3/1 3/3

5/4 SX 10.10.5.14 /30 4/3 SX 10.10.5.6 /30 3/4 SX 10.10.1.2 /30 5/2 LX 10.10.1.6 /30 3/2 LX 10.10.3.14 /30

 Unified Airport Operational Platform providing Unified Communications, CUPPS and CCTV.

33 LX 4/1

SX 4/1

ECH-C102

ONS 15252 10.10.100.9/24

ONS 15252 10.10.100.7/24

MPLS Distribution

Eth 0/0

F005A

5/4LX

LX 1/2 SX 1/1

A304

Ring 1

4/3LX 4/4LX 5/3LX 3/1LX 4/2LX

Solution

Temporary VPN Router

A304 Catalyst 6506

C103 ONS 15252 10.10.100.15/24

B108

0/1SX

B108 GTAA B108 Catalyst 3508 & 2 x 3548

Route Reflector

Admin

B108 ONS 15327 10.10.102.2/24

C103 ONS 15327 10.10.102.16/24

WCH

IHT Air Canada, GTAA and SITA Closets Catalyst 3548

Benefits 

Decreased dependency on real-estate Self Service + CUPPS

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Increased efficiencies (event reporting)

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Improved real-time interactive information and digital signage

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Reduction of infrastructure complexity

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Improved leverage of e-Learning and Unified communications

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Seamless flow of passengers and cargo

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Case Example: Toronto Pearson International Airport BUSINESS VALUE:

CLIENT SATISFACTION

“In the past, airports were designed intrinsically for passenger comfort as opposed to airline and airport efficiency,” says James Burke, GTAA Vice President, IT&T. “We needed to combine all those issues into one. Integral to our vision is the ability to develop a dynamic and pervasive technical infrastructure that will enable a more modern approach to Airport Business Practices & Communications.” BUSINESS BENEFITS:

COST SAVING

Flexible Gates Common-use terminal equipment and integrated IP telephony enable GTAA to offer multi-airline gate use. When an agent closes out a flight, another airline can come in and use the same gate with both voice and data services

COMPLIANCE

Self-Service Kiosks

Fixed and wireless networking enables passenger check-in and ticketing, which improves passenger flow and space utilization. Travelers can use any available airport kiosk to check in for any flight on any airline. Wireless Networking

NEW SERVICE REVENUE

The wireless LAN extends the reach of the network, increasing operational flexibility and providing access to applications, data, and emergency response where and when needed (real time).

NETWORK SOLUTION:

Toronto Pearson’s new integrated network infrastructure runs on two independent dense wavelength-division multiplexing (DWDM) rings with Multi protocol Label Switching (MPLS) services layered to provide high reliability and scalability for accommodating increased traffic and new IP applications. Unified Communications and Wireless technologies were critical to the operational flexibility of the common use environment. . Cisco Confidential

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Case Example: Ramp Collaboration @ Cairo International, Egypt Challenge  Meeting passenger growth from increased Aircraft movements Cairo Airport employees and service providers needed a solution to channel ramp and operational work flow efforts

Solution  Cisco 2710 Location Appliance identifies the Location of Authorized ramp personnel via their mobile 802.11 devices. Adjacent technology partner’s Context-Engine automatically displays applications on a user’s device according to the user’s profile or job function, type of terminal, time and location.

Benefits  Real-time information / Increased efficiency and communications  Improved productivity, monitoring and reporting on the ramp.  Better security and improved response times in cases of emergency  Improved customer service with updated information concerning service disruptions, scheduling, routing and destinations.  Reduced costs, improved punctuality and increased innovation. Cisco Confidential

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Case Study Example : Major Airport Pilot Unified Airport Services Mobility : Turnaround Management Areas of Improvement

Pilot: Wireless Gate/ Stand

Typical turnaround: 

Long haul – 70 minutes; Short haul – 40 minutes

COST SAVING

Ground time estimated at €150 per minute Target for reduction in turnaround by 3 minutes on 10 gates 

At 7500 turnarounds per year equates to ~ €3 M savings

Need for Collaboration 

25 workers of many different disciplines per aircraft

Real-time + Mobility view of status operational processes and audit trail for analysis & improvement

NEW SERVICE REVENUE Business Benefits 

Agreed operational real time status (shared metrics/ definitions) lead to improved shared understanding and decision making



Measurement of processes are captured - leads to analysis and improvement in process

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Clear audit trails reduces effort required for legislative reporting

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AODB gains immediate Real time relevancy that becomes information asset for sale

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COMPLIANCE

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Case Example: Athens International (1/2) Challenge  AIA's initial vision was to develop valuable services for its passengers and onsite businesses by designing a flexible airport that uses advanced technology to increase operational effectiveness, improve safety, and provide competitive services to airport travelers, employees, and customers..

Solution  A secure Unified Wireless Network based on the Cisco Service-Oriented Network Architecture (SONA), in conjunction with new common-use infrastructure facilitates advanced services and provides immediate access to realtime information across the entire airport This delivers mission-critical information and innovative services. Benefits

 The integration of voice and data services reduces AIA's costs, optimizes its existing resources, and consolidates its investments, making it the most cost-effective, competitive, secure solution for the airport, its 300 onsite tenant companies, and its almost 14 million annual passengers. Cisco Confidential

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Case Example: Athens International (2/2) BUSINESS VALUE:

Cisco was able to converge the separate networks into a single more secure and flexible platform. AIA was ableCLIENT SATISFACTION to address high levels of traffic during the Olympic games and faultlessly meet the demands of the resultant increase in customers without escalating cost. COST SAVING

BUSINESS BENEFITS:

Enhanced Safety and Security for Travelers, Baggage, CONTINUOUS SERVICE REVENUE and Airport Staff Optimised Capacity and Productivity thus streamlining passenger flow Network Security , resiliency and responsiveness; protecting the business against threats

COMPLIANCE

NETWORK SOLUTION:

The Cisco Unified Airport Solution is an IP-based network integrating transactions, data, voice, and video. Addressing the Business challenges of Airport Operations and Communication needs. Cisco Confidential

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Improving Airport Passenger Experience There is an opportunity for the airports to build a relationship with the passenger by providing added value services in return the airport would receive travel and preference information that would enable more targeted offers and services.

Example services: • real-time travel services that keep passengers informed of any travel problems and offers premium services (eg valet parking or route switching) if passenger is at risk of being late • mobile or kiosk concierge service that provides location based information to help passengers through the terminal to the gate plus personalised hospitality and retail offerings. • dynamic advertising, product testing or travel information in departure lounge, gate or arrivals targeted according to passenger destination origin or reason for travel. • integrated expert locator and equipment tagging systems to allow better use of people and terminal assets to smooth the passenger journey

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The Connected Experience: Airport Duty Manager – IMPACTFUL on Process

Push-to-Talk uses iPICS for instant communication

Re-assign departure lounges

PTT

DCS

FIDS

IP CCTV

Gate 54 boarding stopped

AODB

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The Connected Experience: Airport Duty Manager

PTT

DCS

FIDS

IP CCTV

AODB

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Airport city components

Safety and security

Retail

Passengers

Digital Grid

Industrial & Logistics

Connected RealEstate

Source: Cisco IBSG, 2008 Cisco Confidential

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