Speaker Biograghy: John is responsible for the management of IT projects within Airport Operations as well as the development of innovative passenger processes and technologies aimed at improving the end-to-end passenger experience at Dublin Airport. He joined the DAA in 1973, and during that time has served in a number of roles in Finance, IT and Airport Operations Since joining Dublin Airport, John has been involved in a wide range of key projects from the introduction of the first local area network at the airport back in the early 1980s to the delivery of financial systems, airport operational databases, a corporate data warehouse, business intelligence dashboards, the introduction of e-gates at Security Screening, and queue measurement and passenger tracking systems.


Day 1 - 25 March
Session: Passenger Processing, Check-in & Self-Service

09:10 - 09:35 - Regulation to value add: developing a passenger-centric operation at DAA
Synopsis: Since 1 January 2010, DAA has been subject to regulation from the Commission for Aviation Regulation (CAR) on a number of Service Quality Measures (SQMs). Among these SQMs is a requirement for passengers at Dublin Airport to be able to pass through security in less than 30 mins. Given a daily fine of €91k for a breach of this queue time metric, the business case for proactive management is compelling. Since the introduction of the regulation, DAA has transitioned from manual to automated measurement, helping advance CAR's definition of the SQM, while also embarking on wider passenger-centric service improvement.

Audience will learn:

• How automated technology helped ensure compliance
• Enabling DAA to lead the regulator, not always be led
• How this initial project is transforming to airport-wide initiative
• Operational and cost benefits of automated passenger tracking
• The challenges overcome along the way