Identity Management and Biometric Recognition A Revolution In Passenger Processing. GAPS Day 2 The Seamless Journey

Transcription

1 Identity Management and Biometric Recognition A Revolution In Passenger Processing GAPS Day 2 The Seamless Journey

2 Moderator: Guido Peetermans, Head, Passenger Security, IATA Panel: Bob Broere, VP, PSS Transition, Emirates Richard Camman, VP Business Innovation, Vision-Box Michael Hardin, Director, Entry/Exit Policy and Planning, Office of Field Operations, US CBP Simon Wilcox, Programme Manager, Automation of the Passenger Journey, Heathrow Airport Christophe Rapine, Director - Borders / Passenger Facilitation BU Civil Identity & Public Security GAPS Day 2 The Seamless Journey

3 Transforming the end-to-end Journey Richard Camman Vice President Business Innovation vision-box.com

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5 Building Trust Inside and Across The Travel Eco-system

6 Focusing on the Citizen Experience How many times do you have to prove you are you?

7 The Foundation for an end-to-end journey It all starts with the passenger booking a flight Stakeholders start acting, focused on their own objectives Biometrics as a token: Save on processing staff Increase speed of each step Passenger Centricity: Smarter use of resources Less Queues Higher level of security Happier passengers

8 MICHAEL HARDIN DIRECTOR Policy & Planning Entry/Exit Transformation Office of Field Operations U.S. Customs and Border Protection CBP Customs and Border Protection

9 GLOBAL AIRPORT & PASSENGER EXPERIENCE SYMPOSIUM CBP 2018

10 IMAGINE A WORLD Travelers no longer need a travel document CBP S VISION International travel is no longer stressful Security is transparent CBP Customs and Border Protection

11 CBP S INVESTMENT A FACIAL MATCHING SERVICE WHY IT WORKS Uses existing traveler biometrics Matches one-to-few in the cloud Enables token-less processing Integrates into airport infrastructure Trusted source for identity verification No traveler enrollment required CBP Customs and Border Protection

12 Entry Exit Preclearance 11,300 flights processed 2.7 million participating passengers 95% Biometric match rate 3,300 flights processed 621,000+ participating passengers 97% Biometric match rate 5,600 flights processed 682,000+ participating passengers 95% Biometric match rate

13 BIOMETRIC EXIT PARTNER SOLUTIONS IN ACTION JetBlue Paperless Boarding at BOS British Airways E-gates at MCO CBP Customs and Border Protection

14 FASTER BOARDING MWAA reported boarding an A380 with 500 passengers in 22 minutes Lufthansa reported boarding 350 passengers on an A380 in 20 minutes British Airways reported boarding more than 400 passengers in 22 minutes CBP Customs and Border Protection FASTER FLIGHT CLEARANCE CBP measured an average of 11.8 minutes faster flight clearance times ENHANCED EXPERIENCE British Airways reported a 20% increase in customer satisfaction JetBlue reported biometric boarding meters passenger better PROOF POINTS

15 2017 Phase 1 JFK Terminal 7 Pilot PARTNERSHIP WITH TSA 2018 Phase 2 LAX Pilot at TBIT 2019 Phase 3 Explore Secure Flight / CBP Integration In March 2017, CBP and TSA began evaluating the use of facial recognition at the TSA checkpoint for identity verification The overall goal is to enhance security and utilization of resources, while moving towards a frictionless travel experience CBP Customs and Border Protection

16 FUTURE INNOVATION SMART QUEUING EDGE DEVICES EXPANDED SERVICE ENTRY ENHANCEMENTS DATA SHARING Smart queuing during entry into U.S. directing travelers to zones based on process time. Integrating facial biometrics with edge devices and wearables. Explore the possibility of expanding CBP s identity service to other travel industry partners. (car rental, hotels, UBER, etc.). Further streamlining entry for trusted and known travelers. Enhancing data sharing with cruise lines to automate manual forms for passengers and crew. CBP Customs and Border Protection

17 Simon Wilcox Programme Manager Automating Heathrow

18 The passenger journey of tomorrow Integrated identification to create a seamless journey Online & off airport Check-in Bag-drop Automated Ticket Presentation Security Boarding

19 Future operating model Design Principles Service focus Simple processes and choice Safe, secure, resilient Capacity, minimal queues Intelligent technology Best practice principles People Process Technology Operating Principles Service Common processes Optimised processes Early biometric enrolment Compliant apps Common use infrastructure Industry standards Operating Benefits Personal Simple Affordable Reliable Sustainable Capacity

20 Considerations

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22 Christophe Rapine, Director Border & Passenger Processing Public Security Business Unit, Idemia

23 GAPS Panel Digitalization of Travel 01/10/2018

24 What we believe Travelers are striving for Deliver: The Best User Experience With Maximum Security At Maximum Efficiency 2 4 I am UNIQUE. Only I can be me I am my ID Only I can prove it I am my Travel Rights Only I can travel

25 Calls for an E2E identity verification service beyond air travel I Plan arrival 2 5 IDEMIA s Traveller Identity Verification Services

26 Based on five pillars to make it happen Personalised, Meaningful Engagement Empowered Passenger Loyalty and Trust 2 6 Convenience Digital ID

27 The first step is ongoing : Changi leads the way with IDEMIA Improved Passenger Processing User Experience Security in Depth Passenger Satisfaction 2 7 Biometric Identity Platform for ALL Services

28 01/10/2018 Leading to the ultimate user experience 2 8 Simple Comfortable Stress-free

29 From Here to There and Back Again, a Bag s Tale GAPS Day 2 The Seamless Journey

30 Baggage as a Service Mark Matthews Director, Customer Exp. Ops

31 Historically, customers and their belongings have always been considered a package deal. Airlines have expected the customers to bring their baggage with them to the airport, stand in a queue and wait for the airline to place a label on it, which really only serves the airline.

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34 Bags Photo Courtesy of British Airways

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36 The Rainbows and Unicorn Model Advanced screening of hold baggage should dramatically change the way we think of a baggage journey. Instead of requiring that the bag be on the same aircraft with the customer, and exciting group of alternatives may emerge that fit into different places on the value chain, but may require some regulatory changes. I ll pay extra to have my golf bag delivered to my hotel. My bag will be ready to fly 24-hours in advance. Can I get a discount? If I could move the bag in advance, I would have more options. I would charge less if the bag could arrive 6-hours later. If it were free, but delivered the same day, I would be happy. Can I pay extra for Priority Handling? I m in a hurry. Could we offer Priority Handling as a Service? I could maximize cargo revenue, if I could put it on the next flight.

37 How does Resolution 753 Enable This? IATA Resolution 753 requires all airlines to track baggage at 4 key points in the journey, and share that information with other carriers on an interline journey. Acquisition of the bag from the passenger by the member or its agent Acceptance/Delivery of the bag on to the aircraft Load Delivery and acquisition of the bag between members and their agents when custody changes between carriers Transfer Delivery of the bag to the passenger Arrival Baggage Tracking IATA 753/A4A Implementation Guide Issue 3.0

38 Making the Bag Digital How to Recover from a Disruption

39 Brandon Woodruff, Baggage Implementation Manager, Delta

40 Normal Operations: RFID Reader Locations for Baggage Tracking RFID allows for automated tracking points that are either operationally challenging, or cost prohibitive: Baggage Make-up / Staging Locations Departure / Load Arrival / Offload Transfer / Induction Baggage Reclaim 40 IATA GAPS 2018 DELTA AIR LINES, INC.

41 Irregular Operations: Additional RFID Tools and Applications Built on top of existing infrastructure, Handheld RFID devices Allow agents to quickly identify current bag location and status 41 IATA GAPS 2018 DELTA AIR LINES, INC.

42 IP30 Take Inventory RFID Utilities application that captures a large volume of bag tags for exception based handling 42 IATA GAPS 2018 DELTA AIR LINES, INC.

43 IP30 - Find a Commodity RFID Utilities application used to locate a specific bag tag 43 IATA GAPS 2018 DELTA AIR LINES, INC.

44 RFID Tug Reader Data Vehicle mounted RFID Readers capturing last seen locations 44 IATA GAPS 2018 DELTA AIR LINES, INC.

45 Nexus GPS Coordinates Airport specific map view displaying the last seen location for a singular bag, or an entire flight 45 IATA GAPS 2018 DELTA AIR LINES, INC.

46 Reroute Manager 46 IATA GAPS 2018 DELTA AIR LINES, INC.

47 Fly Delta App Mobile app displaying real time baggage push notifications to passengers, and offering mobile BSO functions 47 IATA GAPS 2018 DELTA AIR LINES, INC.

48 Athens Disrupting the Baggage Delivery experience by instilling confidence through transparency and efficiency IATA GAPS October 2018

49 Delayed Baggage Delivery: Pain Point Headaches and Challenges Frustration and Anxiety Uncertainty and Lack of Visibility

50 Flying with Bags: Pain Point Chaotic and Cumbersome Strenuous and Time Consuming An Overall Hassle

51 Airline Representatives need Clarity and Real-time Information

52 Passengers demand Transparency and Reassurance

53 Couriers desire Certainty and Insight

54 Unicoaero provides solutions that create Efficiency and Transparency, instilling Confidence in the Baggage Delivery experience

55 UNICOAERO BAGGAGE DELIVERY PROCESS In Compliance with IATA Resolution 753 and GDPR Airline representative creates a Baggage Delivery Order (BDO) RES.753 Delivered status and digital signature are shared with the Airline and WorldTracer or other tracing system Airline, Passenger, and Courier all are updated about status Driver obtains a digital signature from Passenger to complete the delivery Driver arrives at the airport to pick up bags ready for delivery Airline, Passenger, and Courier are notified and track delivery process in real-time

56 Unicoairline MISHANDLED BAGGAGE DELIVERY PLATFORM

57 Unicoairline GROUND HANDLER DASHBOARD

58 Unicocourier BAGGAGE DELIVERY MANAGEMENT PLATFORM

59 Unicocourier BAGGAGE DELIVERY DRIVER APP

60 Track-Now REAL-TIME DELIVERY TRACKING

61 Mishandled and On-Demand Delivery Management Lost & Found Delivery Facilitation AIRLINE SERVICES Centralized Delivery Invoicing 24/7 Customer Support

62 Key insights through data Unicoairline MISHANDLED BAGGAGE DELIVERY PLATFORM Unicocourier BAGGAGE DELIVERY MANAGEMENT PLATFORM AND DRIVER APP

63 Key Statistics Baggage Delivery Orders (BDOs) Created Total Bags Delivered AVG Delivery Time Per Day (Hour) AVG Destination Per Order AVG Deliveries per Day AVG Bags per Delivery AVG Delivery Time Per Order (Hour) Min and Max Destination

64 Passenger Feedback

65 Customer Feedback - Direct Online (example) 22 Passenger Reviews Completed on-line 4.7 Average Review Rating (out of 5 Stars) Brilliant service. I knew precisely where he [driver] was and met him at the door The delivery was excellent! Very friendly! Thank you very much for reuniting us with our luggage.

66 Passenger Feedback Thank you so much for the prompt delivery and helping to carry up the baggage to 3rd floor. Really appreciate your help!! Delivered before the estimated time (good) Driver and the other person with him were very polite and professional. Swift and on time. My luggage comes back with every piece in place. Many thanks. Well communicate, send the item to me on time. Thanks for calling prior to arrival and agreeing to come later and place my delivery late evening! The delivery guy is very friendly and polite!

67 Passenger Feedback Very prompt service, updating the baggage location. It reduced our tension! Swift and on time. My luggage comes back with every piece in place. Many thanks. [Airline] was amazing throughout the process and the delivery company was organized and efficient. Thank you so much for the prompt delivery and helping to carry up the baggage to 3rd floor. Really appreciate your help!! What a delightfully surprising welldesigned interface. I hate that this happened to us, but Unicoaero was a great experience. Thanks! Delivered as promised, no damage no loss. Good job! It is really helpful and helps me track my bag

68 Passenger Feedback (constructive feedback for operational improvements) Upon delivery the bag had a very bad tobacco stench. Unacceptable. My hypothesis: your driver has been smoking with my bag in his vehicle. I was informed the baggage would be delivered during 2-4pm, but only got the baggage at 6pm Everything' went well, thank you so much! 4 instead of five stars because it was dirty and didn't arrive in the morning, but in re afternoon, but that's no biggie for me :)

69 User Feedback (examples) System is friendly to use and it helps us to monitor our GHA and vendor performance with ease. [Resulted in] a reduction of calls from customers to follow up on their bags. [Very helpful that the] estimated time of the bag arriving at the address is available

70 ON-DEMAND PASSENGER ORDERED BAGGAGE and FOUND ITEM DELIVERY SERVICE

71 ON-DEMAND PASSENGER ORDERED BAGGAGE and FOUND ITEM DELIVERY SERVICE

72 Track-Now REAL-TIME DELIVERY TRACKING

73 Unicobag Solution Vision Airport to Door Delivery Door to Airport Delivery Door to Door Delivery

74 Unicobag Solution Vision Airport to Door Delivery Door to Airport Delivery Door to Door Delivery

75 Unicobag Solution Vision Airport to Door Delivery Door to Airport Delivery Door to Door Delivery

76 Travel of the Future Passengers not travelling with their bags, but sending them ahead through Door to Door Baggage Delivery

77 Additional Use Cases Found Item Delivery Voluntary Separation Delivery Non-Rev Baggage Delivery

78 ON-DEMAND PASSENGER ORDERED BAGGAGE and FOUND ITEM DELIVERY SERVICE An Ancillary Revenue Share opportunity for Airlines and Airport, and a New Revenue Stream for Couriers

79 Building a Global Service Network