Speaker Biograghy: Chris is leading the operations process improvements initiatives at DXB as part of the Next Gen Airport Operations programme. He has spent the majority of his career at Heathrow Airport, where his skills and experience were developed on major programmes such as T2 ORAT and London Olympics 2012.


Day 1 - 14 March
Session: Technology: Passenger Journey

12:00 - 12:30 - Transforming DXB operations – a passenger processing case study
Synopsis: Delivering a seamless passenger flow has many dependencies, but a clear answer to 'what does good service look like?' is essential. A core part of DA's operations transformation programme has been to rethink how KPIs are defined and presented to ensure they serve their purpose of aligning staff and stakeholders to a common customer service goal. Too often airports start investing their effort and money in initiatives without addressing this question, and end up solving one problem while creating another. This presentation aims to highlight the application of DXB Levels of Service (LOS) framework through the insights gained by measuring passenger processing touchpoints performance as part of delivering DA's customer service vision of a seamless passenger flow.

Audience will learn:

• Case study example showing the importance of measuring touchpoint performance to drive service improvements
• Demonstrate its application in strategy, planning and operations
• Demonstrate how it played a pivotal role in halving the queue time at Transfer Security
• Demonstrate how you need to understand the people dimension before you can truly evaluate a passenger processing technology or infrastructure change