Passenger Journey Scorecard

Problem/Opportunity:

Airports often struggle to maintain awareness of their operational effectiveness. The Passenger Journey Scorecard application was created to address this issue by providing a consolidated view of airport efficiency across twelve key passenger touchpoints. This tool aims to enhance the overall passenger experience by enabling quick identification and resolution of operational issues.

Objectives:

  • Develop a tool to monitor and improve airport operational effectiveness.
  • Provide real-time, consolidated efficiency scores for airports.
  • Facilitate quick identification and resolution of operational deficiencies.
  • Enhance the passenger experience by ensuring smooth and efficient airport operations.

Target Audience:

  • Airport employees
  • Senior staff
  • External Stakeholders

Innovation Details:

The Passenger Journey Scorecard collects data from various sources including restrooms, TSA and CBP processing, roadway traffic, Wi-Fi performance, conveyances, terminal temperature, water pressure, flight status, door secure status, parking, and lift stations. It aggregates this data into a single score, accessible via tablets and cellphones, allowing for quick identification of issues and deployment of cross-functional responses.

Solution/Approach:

The application was conceived by a HAS Terminal Management employee and developed by the Technology team. It uses an AWS-hosted data warehouse that integrates data through APIs and IoT devices, including sensors and AI-enabled cameras. Power BI generates comprehensive operational scores, and detailed visualizations enable users to drill down into specific data sources. This innovative approach to data management and visualization empowers the HAS team to resolve issues quickly, enhancing overall airport performance.

Differentiators and Unique Value Proposition:

The Passenger Journey Scorecard stands out for its simplicity, accuracy, and functionality. It transforms diverse data streams into actionable insights, allowing for immediate responses to operational issues. The use of IoT devices and AI-enabled cameras provides real-time data and advanced analytics. This tool has not only improved airport scores over the past six months but also garnered interest from other airports and airline partners. It sets a new standard for operational efficiency in the industry, demonstrating a model for collaborative improvement.

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