User Forum 2011
E-Helpdesk: the new channel to handle slot improvements
Roger WILLAT, Current Operations Manager
EUROCONTROL Network Management
The European Organisation for the Safety of Air Navigation
A little bit of history
• 15 Years of CFMU operations
• Helpdesk created to assist with operating new
system
• Came to be used as a delay reduction tool
• We allowed that to happen, give the customers
what they want
• Ops staff reduced by > 20%
• Pre 9/11 28,000 flights max Summer demand
• 28,000 flights on weekdays in April
• Peak summer demand 33,000+ flights
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Why?
• Increasing number of calls (1200/day between 0600
and 2100)
• Increasing workload (TNM, Flight Efficiency, Scenario
management)
• Need to prioritise use of resources
• Need increased focus on Network Management
• Re-routeing and network management much more
effective in reducing delays
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Types of calls to helpdesk
Calls to helpdesk
6%
30%
2%
1.Rqs for improvement:
2.Requests for extension
3.Other
4.Info:
62%
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Objective
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Enhance information provision to AOs
Reduce numbers of calls to CFMU
Make handling of calls easier and faster
More efficient use of resources
To only answer certain types of query
To encourage dialogue with ETFMS
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©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Trial
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Trial started with 9 pilot users
Now we are at 55+ users
We need YOU as well
To obtain feedback and improve usability
Based on trial feedback already 2 new versions delivered
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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E-Helpdesk users
Airspace users with token
1600
1348
1400
1200
1000
800
600
400
200
9
44
59
Nov-10
Dec-10
Jan-11
0
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Date
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Trial
• YOU need the E-Helpdesk
Telephone Helpdesk will be phased out
• Live latest before Summer 2011
• Contact
roger.willatt@eurocontrol.int
sijmen.smidt@eurocontrol.int
• Stand in the lobby
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Future developments?
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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Your questions
User Forum 2011, 18-19 Jan 2011
©2011 The European Organisation for the Safety of Air Navigation (EUROCONTROL)
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