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AirportImprovement.com      May | June 2026
OPERATIONS 
SFO 
particular sense at SFO, where land is 
at a premium; and working together 
in the same physical space enhanced 
efficiency. It was nothing short of a 
revelation. 
“After they ‘lived with each other’ 
and saw the benefits of collaboration, it 
became more about working together, 
and everybody really latched onto it,” 
Gardini relates. 
Before the AIOC was built, the airport 
primarily handled questions from onsite 
customers through white courtesy 
phones. Typically, the operator answered 
basic questions or transferred callers to 
their respective airlines. As technology 
changes, customers want more 
immediate and specific assistance, and 
SFO is determined to provide it. 
“What we’re doing now with the 
customer solutions team is pushing for 
resolution at first contact,” Byun Riedel 
says. “Within the next several months, 
we’re going be monitoring social media 
so that we can offer in-the-moment 
assistance to customers who reach out 
to us via social media, and we want to 
be available in any way that would be 
convenient for the customer to contact 
us, whether that be a text message, 
WhatsApp or an email. We’re going to 
open up those avenues so that they can 
be in touch with us 24/7 if they need any 
assistance.” 
High-Tech Backbone
As the idea of the AIOC took shape, 
technology played a key role. California 
company Esri built a digital twin of the 
airport that provides valuable guidance 
to Byun Riedel and her entire team. The 
dynamic, virtual replica of SFO funnels 
data from various sources, offering 
a real-time view of critical operations 
including aircraft movement, pedestrian 
traffic in the terminal, ground transport 
and maintenance. As a result, SFO can 
allocate resources more effectively and 
respond more quickly, says Byun Riedel.
Concurrently, NetXperts (DBA 
HarborIT) helped design and implement 
PHOTO: HOK AND BRUCE DAMONTE
FACTS&FIGURES 
Project: Integrated Operations Center 
Location: San Francisco Int’l Airport
Key Benefit: Locating various functions, including 
security, communications & operations management 
into a single 24/7 operation for increased efficiency 
& collaboration
Facility Size: 22,000 sq. ft.  
Workstations: 67 
911 Operators: 15
Cost: $22.75 million
Funding: Capital Plan, funded by airport general 
revenue bonds
Timeline: Concept developed in 2018; construction 
began 2023; facility opened Jan. 21, 2026
Design: HOK; MEI
Construction & Project Management: PGH 
Wong 
Construction: Hensel Phelps
Electrical Contractor: Rosendin
Technology Hardware: NetXperts 
Digital Twin & Related Technology: Esri
Customer Journey Map & Process 
Development: CityID 
Process Development: M2P
Dashboard Technology: Aerology 
MEET SOLUTION.
PROBLEM,
.
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