ASIS Middle East Conference 2015 A Balancing Act: Building a Robust Aviation Security Solution Whilst Maintaining a Seamless Passenger Journey Waqar Mohamed, AVSEC PM Regional Aviation Manager, G4S 1
G4S Aviation Aviation operations in more than 50 countries Serves more than 100 Airlines and more than 50 Airports Employs more than 15,000 Aviation staff worldwide Focus on integrated solutions Middle East presence in UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman and Iraq 2
Contents Aviation growth in the Middle East Challenges ahead Customer needs Technology and Innovation Human factors 3
Aviation Growth Global Now: 3,300,000,000 Passengers 2034: 7,300,000,000 Passengers 240bn invested in current projects globally Middle East 60bn invested Passenger growth of more than 25% in next 5 years UAE DWC: 30bn investment for 30bn pa return 100 aviation jobs = 116 jobs elsewhere UAE: more than 425m passengers pa by 2034 4
Challenges Threats 1. Terrorist attack 2. Unauthorised entry 3. Loss of confidential information Opportunities a. Streamlined, stress free and holistic service b. Utilisation of widespread Smartphone capability c. Customised and Interfaced touch points Factors a. Political and Financial stability b. Aviation regulations c. Increased competition 5
Balancing the Triangle QUEUES COMPLIANCE SERVICE 6
Middle East competition The battle for premium passenger loyalty Abu Dhabi International Airport: new VIP Terminal Qatar s Hamad International Airport: five-star experience Dubai International Airport: high-end comfort King Abdul-Aziz International Airport Jeddah (KAIA): best-in-class Istanbul New Airport: world s largest terminal under single roof Q: Who benefits the most? 7
Regulation Consistency and Complexity Cabin baggage screening / LAG Smart Security Trusted Traveller Programs New technology Q: Will we ever see pro-active legislation? 8
Amadeus research 9
Customer priorities Amadeus, 2012 10
Use of technology Amadeus, 2012 11
Passenger stress points Amadeus, 2012 12
Affecting passenger emotion Amadeus, 2012 13
SITA/ACI IT Survey: By 2017 97% of Passengers now carry a mobile device 86% of Airports will invest in self-service processes 73% of Airports will invest in security wait time notifications mobile apps 72% of Airports will invest in way-finding mobile apps 60% of Airports plan geo-location programs by 2017 47% of Airports rank passenger/airport security as 2nd-highest investment 14
Passenger wish-list Use of mobile phone for all touch-points Permanent bag tags Remote check-in Self-service regulation Frequent Flyer card as boarding pass 15
Today s technology 16
Today s improvements Automated Smart Gates to enter the security search Longer lanes: more passengers prepare simultaneously Automated tray return systems: trays always available Dedicated wide channels: families / reduced mobility Non-technological advancement: e.g. profiling Q: What else does your local Airport now provide? 17
Hamad International Airport 18
Hamad International Airport Opened in May 2014 $16 billion facility Airline lead role in design and delivery of end-to-end experience IATA s Fast Travel programme implemented at HIA: Check-in, Bags Ready-To-Go, Flight Rebooking, Self-boarding, Baggage Recovery, Document Check Consistent customer service across entire journey Immigration formalities take 35 seconds to complete Smart Security trials as part of joint IATA/ACI project Focuses resources based on risk 19
IT Innovation One-stop shop Social media Biometrics Natural user interfaces The internet of things 20
Smart Security Security screening process: key pain-point in passenger experience IATA developed Smart Security Mix of advanced screening technology and risk-based approach Passengers pass through security without stopping or disrobing Integrating passenger info into checkpoint process for risk assessment Maximising throughput for low-risk travellers, without compromising security Reduction in security lines, lower costs, improved passenger experience 21
Smart Security Key milestones 2017 Explosive and Liquid Detection technology Real-time checkpoint data Passenger guidance at checkpoint Queue management Key milestones 2020 ID management system Automated biometric gates Real-time risk/screening decisions Passenger feedback 22
Security 2015-2025 Global Trusted Traveller programme / Smart Security More mobile, less fixed locations Genetic profile-based security Body-embedded ID and body language recognition Robotics and automated services Integrated NFC / RFID 23
Biometrics or Mobile? Emergence of Smartphone, tablet and ibeacon More effective, less invasive? More seamless travel experience? Biometrics: single passenger token e-passport validation Face/iris scan/fingerprints used as identifier at all other checkpoints Passenger will not show boarding pass / passport at multiple stages Q: Which is better? And is either better than human interaction? Combination Correlate passenger s actual identity and digital identity Biometric technology features integrated into Smartphones? 24
Technology: Remote screening Opto Security 25
Technology: Body Scanner No pat-downs, no X-rays, no metal detectors, no need to remove any clothing Does job as you walk by, through thermal imaging Uses passive technology without revealing anatomical details Also spots non-metallic objects, e.g. liquids / gels Uses high-res images for better accuracy and fewer false positives High throughput: over 400 people/hour the end of security lines at the airport? Alfa3 26
Technology: Cabin baggage Legislation allows for combining random alarms for pax and cabin bag screening Bags rejected by x-ray screening counted within cabin baggage random screening Allow screening of cabin baggage containing PCs and other large electrical items under certain conditions Explosive Trace Detection or K9 can still be used Liquid detection: Scan all container types, inc. partially-filled Low false alarm rate Easy to deploy simple to use Fast operator training time No consumable items 27
Tomorrow s Financing Choice of equipment Advertising Car Parking Sweating of assets Security taxation Q: Why shop at an airport instead of a mall? 28
Improving passenger flow Increase in passengers = Higher demand on all process points Needs maximum cost-efficiency and necessary speed Complicated due ever-changing travel behaviour Re-configure checkpoint area Profiler and Liquid Aerosol Gel bags Staff allocation and comms Queuing system Efficiency in activation resolution Detection sensitivity Customer interaction Vision-Box 29
Throughput improvement Case Study: Frankfurt Airport Information Factors that determine waiting times at checkpoint Assessment criteria Key disciplines for creating improvement Implementation Passenger counting Process partners Forecasting Flow control 30
New security checkpoint 31
ACI Human Factors People Organisation Technology Environment 32
Conclusion Managing the perfect storm Technological change Non-aeronautical revenues Automation and streamlining Customer choice Passenger experience Integrated solutions Throughput v Thoroughness Q: How are Airports balancing service and security? 33
Questions Thank you 34