Photo by Todd MacDonald / CC BY 2.0
DIGITAL CAPABILITIES FOR AIRPORTS
By
SHIVA VENKATRAMAN
FOUNDER & CEO
www.varidus.com
&
ADJUNCT FACULTY
HTTPS://ASIA.ERAU.Edu
ABOUT ME
• Founder & CEO of Varidus (New
spin on venture capital)
• Worked for United Airlines and
consulted with Cathay Pacific,
Garuda, Malaysia Airlines, etc.
• Helped Founders in over 20
startups, worked for a few of them.
• Degrees from MIT Sloan, Purdue, IIT,
UC
• Adjunct Faculty at Embry Riddle
Aeronautical University
• World Traveler to over 30 countries.
CONTENTS
Overall Process for a Digital Airport
Digital Transformation Framework
Digital Visioning: An Example, IATA Survey, Ideal CX
Digital Capabilities/Strategies: Taking Stock, Areas to Consider
SMAC Framework & Digital Capabilities for each Layer
Innovation Methodology
Case Studies
Key Considerations
Q&A
OVERALL PROCESS FOR A DIGITAL AIRPORT
Define Vision
Pilot, Test,
Feedback
Assemble Plan,
People, Processes,
Capabilities
Create Digital
Innovation
Strategy
Create Future
Operational Plan
ADOPT A DIGITAL TRANSFORMATION FRAMEWORK
Source: LNS Research
There are MANY Frameworks; Just pick one that resonates with your airport
DIGITAL VISIONING: AN EXAMPLE
“Fastest Airport for Transfers using
Create a Narrative from CDigital”
Level/Board to People
“Minimize Hassles for Passengers”
Inspirational: Why? (Transform)
“Transforming Check-In, Baggage and
Articulating: What (to Transform)
Immigration
“Using Mobile First Technologies”
Showing: How (to Transform)
Source: Ogilvy & Mather
VISIONING: START WITH THE CUSTOMER
IATA: IDEAL CUSTOMER EXPERIENCE AT AIRPORTS
TAKE STOCK OF YOUR DIGITAL JOURNEY
Strategy
• Where should your airport business
be going?
• Look back and Look Forward
Operational
Model
• What operational changes will change
and How/When?
• Which part of process is automated?
Data,
Technology,
Skills
• Do you have the data & tech?
• Do you have the accompanying
People skills from Board->Employee?
DIGITAL STRATEGY: SOME AREAS TO CONSIDER
Predeparture
CheckIn
Immigration
• Check-In
Baggage
Digital Tags
• Carry-On
Baggage
Tags
• Queue
Busting
Strategy
• Self-Service
vs Agent
Assisted
• Biometrics
Collection
• Auto Gate
• Immigration
Clearance
• Biometrics
Verification
PreDeparture
Arrival
• Immigratio
n Clearance
• Baggage
Clearance
• Digital
Passenger
Health
• Surface
Transport
Digitalizatio
n
• Customs
Processing
• Transfers
Overall: How is the REIMAGINED DIGITAL PROCESS helping both PASSENGER &
AIRPORT?
• Surface
Transport
Digitalization
• PreDeparture
Security
• Public Area
Digitalization
with Retailers
• Digital
Passenger
Health
• Airside
Retailer
Digitalization
• Transfer
Passenger
Digitalization
Process
FROM AS-IS TO TO-BE OPERATIONAL MODEL
REMEMBER: Its OK if MANY parts of the PROCESS are MANUAL; IT WILL BE!!!
Source: Everest Group
SMAC FRAMEWORK: DIGITAL BUILDING BLOCKS
Mobile & IOT
AR/VR & Social
Analytics (DATA) +AI (Decision
Support)
Cloud
This Framework will help you determine the pieces of the Digital Building Blocks
CLOUD CAPABILITIES
Airport
Applications
c
APIs for
Airport
Applications
SECURE
Cloud
Infrastructure
A Good Cloud Strategy are like the BONES & MUSCLES in your Digital Airport Strategy
ANALYTICS AND AI CAPABILITIES
ETL TOOLS
AI, BI, OLAP
PORTALS
USERS
Good Data + Analytics & AI are the BRAINS behind your Digital Airport
MOBILE APPLICATION DEVELOPMENT CAPABILITIES
Security
MUST cover
Mobile
c
Can be in
the CLOUD
Mobile Applications are like your EYES and EARS for your Digital Airport
Sits on the
Device
IOT CAPABILITIES: SENSORS+DATA ANALYTICS+AI
IOT must
be
SECURED
Can be in
the CLOUD
Distributed
all over the
Airport
c
IOT are like the NERVE ENDINGS in your Digital Airport and complements
your Mobile Capabilities
AUGMENTED,VIRTUAL AND MIXED REALITY
CAPABILTIES
AR,VR, MR help you and your customers interact with you VIRTUALLY
PEOPLE CAPABILITIES: HOW WOULD THIS CHANGE
IN DIGITAL?
C-Level and
Board
Educate, Empower
and Sponsor ($$)
Vision, Strategy,
Roadmap
Do, Learn, Fail,
Innovate,
Collaborate
IT
Leadership
Technical
Capabilities
Change
Management
Business
Leadership
Think
Outside the
Box
70% of Digital Transformations Fail: Collaborating in cross-functional teams is critical across the Organization
INNOVATE USING BEST PRACTICES
COMBINE INNOVATION + SMAC
Mobile (Enabled
Decision Making)
+
Social
(Engagement+Data
Gathering)
Analytics (Airport Data)+AI
Cloud (On-Demand Computing
for Airport Applications)
AUGMENT PARTNERSHIPS TO INCLUDE DIGITAL
Airlines &
Surface
Transport
Systems
Integrators
& IT
Vendors
Airport
Regulators
Retailers &
Ecommerce
Providers
• Two way incentives
for all
• Digitally integrated
retail experience
• Focus on unified
passenger
experience
• Manage regulatory
approvals digitally
• Improve passenger
surface experience
• Learn from &
Educate Partners
INVENTORY OF DIGITAL CAPABILITIES NEEDED
Business Skills
Technology
Skills
Physical
Infrastructure
Partner
Capabilities
Airlines &
Passengers
At least ONE
Digital Director
Cloud & Security
for Airport Apps
Flexible wiring
Alignment of vision Education of Crew
C-Level Team
Educated on
Digital Strategy
Analytics, AI, Data
Management/Gove
rnance
Biometric Readers
& Object/People
Scanners
Integration with
Partner systems
Training Passengers
Change
Management
Mobile & IOT &
Security Extension
Sensors (IOT)
Joint audits for
security
Manual Standard
Operating
Procedures
Start-up Mindset
Rapid Prototyping
Fool-proof physical Joint Governance
security
Elderly, Disabled,
Children Options
Re-imagining each
process
Agile/SCRUM
Backup Procedures Tight commercial
agreements
Apron/Ground
Staff
Cross Group
Collaboration
E-commerce
Airside Systems for Outcomes from
safety/monitoring
Vendors
Airport Perimeter
Monitoring
Based on your Digital Airport Strategy, you may need a SUBSET of ALL of these
DIALOGUE
• QUESTIONS?
• FEEDBACK?
• SUGGESTIONS