This document outlines a roadmap for improving the passenger experience at airports through better service delivery measurement. It proposes developing key performance indicators and collecting baseline data on current processes using technology like mobile tracking and video analytics. A "model for excellence" would integrate this data to provide actionable information for collaborative decision-making between stakeholders. The goal is to engage passengers, operations staff, and airlines to define what constitutes excellent service, measure it, then continuously improve processes and maintain excellent service standards over time.

1. © 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

2. A roadmap for service delivery measurement
Technology
What constitutes
“Service
Excellence”?
KPIs
Measure
Baseline
People
Processes
Excellence
Achieved/
Maintained
Improve
Processes and
Service

3. Defining what is important
Gaining Insight
Engage Stakeholders
Engage Passengers
Engage Operations
A “Model for Excellence”

4. Technology
Mobile
Phone
Tracking
Video
Analytics and
Counting
Command
and
Control
A “Fog” of Data
Integration
with Security
and Airline
Systems
Model for
Excellence
Actionable
Information
Vehicle
Tracking

5. Collaborative decision making
Sharing actionable information

6. CDM - 4D Trajectory Analysis

7. CDM Sub Milestone Tracking

8. CDM Sub Milestone Tracking

9. CDM Sub Milestone Tracking

10. Involving the passenger
To: Heathrow
Dep: 12:45
Boarding:12:15
To: Paris
Dep: 13:00
Wait in Lounge
To: Doha
Dep: 12:10
Boarding
To: Dublin
Dep: 13:40
Wait in Lounge
To: Luton
Dep: 12:55
Delayed: 13:30
Integrating
with Google
Maps Inside
To: Amsterdam
Dep: 14:00
Wait in Lounge
To: Newark
Dep: 11:30
Closed
Security Search – 7 minutes

11. Integrating the passenger
Social network “Merging” of feeds and
data to give a consolidated view

12. Integrating the passenger
British Airways
Airline booking
details available
by web service
Alaistair Deacon
Airline and airport data
can be merged on the
mobile device

13. ©
Alaistair Deacon 2013
© (Passenger-CDM)
P-CDM
Pax Geolocate
Airline
Geo-location shared with airline
to give accurate pax status
AODB

14. A roadmap for accelerated growth

15. © 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