Say "Yes" to Information Technology

Say “Yes” to Information Technology

A recent survey shows that even though airports are cautious because of worldwide economic instability, they are still looking to information technology (IT) to help enhance customer service, reduce costs and improve workforce productivity. The 2012 SITA/Airline Business/Airports Council International IT Trends Survey found that airports spent 6% more on IT this year than they did in 2011 — an average of 4.35% of their total revenue. Although this is below the 5.2% level that technology researchers at Gartner forecasted for global IT spending in 2012, airports expect to spend even more next year.

I am sure that the majority of airport leaders agree that technology is one of the most important ways to facilitate safe, secure, efficient operations; and that without it, airports and airlines would have a hard time functioning. So why is it that many airports have yet to invest fully in common-use infrastructure, self-service solutions, integrated systems or business intelligence? Why does IT invoke fear and excessive dollar signs in airport directors’ minds?

The first common-use system was implemented in 1984 at Los Angeles International Airport; 10 years later, the first common-use kiosk project was completed at Montreal-Trudeau International Airport. Today, there are well over 550 shared-use installations worldwide. Furthermore, close to 100% of the world’s airports will have kiosks in place by 2015 according to this year’s IT Trends Survey. What a strong statement about the increased use and trust in kiosks!

There are reasons why the industry has rapidly adopted common-use technologies: International Air Transportation Association estimates that airports can improve efficiencies by more than 25% by replacing dedicated check-in counters with shared-use counters and kiosks. Airlines can save more than 30% in start-up and operations costs.

The introduction of mobile and web-processing applications is also driving costs out of terminal infrastructure. If airports and airlines consider cloud computing, virtualization and near-field communications (such as the trial at Toulouse Airport), even more savings can be found through reductions in hardware, physical space, power, manpower and support services. This makes the use of technology viable for any size airport — international or domestic, origination/destination or hub. It would seem that such returns on investment would be enough to convince and encourage finance departments to approve IT projects.

Beyond basic infrastructure and the process of passengers and baggage, airports have been slow to find ways to leverage a multitude of accessible data. Doing so, however, can improve decision-making capabilities — through historical data and predictive analysis. By integrating multiple disparate systems and using business intelligence software, an airport can manage its resources more effectively. Business intelligence can be used to effectively coordinate flight movements; dispatch staff to assist passengers with special language or mobility needs according to operational demands; and to maximize passenger and baggage flow efficiencies, which, in turn, can generate additional revenue.

Does that sound too good to be true? Pilot projects have confirmed that changing interior signage based on geolocation data can increase traffic in concessions areas and drive up non-aeronautical revenues. They have also demonstrated how intelligent sensor data can manage assets and improve safety, and that context-aware solutions can help ensure resources are at the right place — especially during irregular operations and peak traffic periods. Integrating systems and sharing data help airports “connect the dots,” resulting in an intelligent airport. 

It is time that airport IT is given the priority and attention it deserves, especially when we consider how important technology has become in our daily lives. Airports should feel confident to say “no” to old, traditional projects and “yes” to ensuring that IT is included in everything — from the start of infrastructure and automation projects, through their planning and completion; for all types of communications, including mobile and social media; and for everyday operations, leveraging integrated systems and business intelligence. The savings, return on investment and benefits will amaze even the staunchest skeptic.