Reaching for #1

Strategic Task Force #7

Initiative Kickoff Meeting of: June 1, 2010, 11:00 a.m. to 1:00 p.m.

Present:Absent:

Cindy Nichol (Chair)Theresa Lee

Vu LuuLily Lee

Jason Hill

Michael Lawrance

Bruce Robertson

Lew Chee

Mike McCarron

Carina Gerntke

David Zenoff (Consultant)

Susan Kim (Facilitator)

IIntroductions

A. Director Martin thanked task force members for their participation and stressed the importance of actively participating in the Reaching for #1 initiative.

  • Important to use technology to improve customer experience
  • SFO has been a leader in technology (e.g., utilization of the in-line screening baggage system)
  • Desire to keep SFO on the forefront of technology

B. Brief task force member introductions.

1. Where you work/what your job entails

2. What your work unit is responsible for

3. Length of time working at SFO

4. The extent of your knowledge about the topic

5. What you like to do in your spare time

IIUnderstanding the Charter

A. David Zenoff reviewed charter with the members.

  • End product will be a written report regarding the topic to the Strategy Steering Committee
  • Aim to have the written report completed by September 15, 2010; DZ will be tracking the task force’s progress
  • Findings also to be presented orally before the Strategy Steering Committee; either all, or select members of the task force, may take part in the oral presentation
  • Collaboration with other task forces to obtain information is encouraged; okay to leverage off of other task forces that have a relatable charter
  • 5-year strategic plan, but do not limit the plan to 5 years only – think as expansively as possible
  • If the group finds they are researching a particular subset of passengers that is too complicated (i.e., where there is too much information), inform DZ

B. How, as a group, should the charter be addressed?

CN: Over the next week, think about technology, who the ultimate passengers are, and do some literature scanning. Return in one week to identify the research area of each task force member.

BR: Create a matrix and attack the charter that way.

CG: Assign task force members subset groups to research.

IIIBrainstorm re Customers, their needs, and potential technology to meet those needs

  1. Passenger Experience

Information Prior to Trip

-Airport layout/gates/maps

-Online check-in/boarding pass

-Flight information/access

-Amenities available at the Airport

-Technology available

  • Website
  • Apps

Airport Ground Access

-Technology

  • GTMS to be implemented

Terminal

Outbound Trip

Check-in

-PAX Flow – E boarding pass

-More self-service

-Self tagging of bags

  • RFID
  • Expanding bar coding

-Common backdrops on FIDS etc.

Security Screening

-Processing time (real time)

-Airport text to “subscribers/members”

-FIDS

Post-security

-Display walk times to different destinations

-Interactive displays?

-Electronic information re concessions

-Alternative flights if flight cancelled/delayed

-Hotel availability if no alternative flights available

-Complaints-possible to get location? (Ask Chris Birch)

-CLEAR coming back?

-Self-boarding as in Europe with automated turnstiles at gate

Inbound

Bag claim

-Blinders on till deplaning passengers get to bag carousel

-Need info re correct bag carousel

-Deplaning passengers are captives 10-15 min at carousel

-So provide more information on egress, area activities in baggage area

  • Weather info
  • Local news
  • Location of food post-security (hungry passengers since pay for food on flight)

Wayfinding

-Connecting flights

-Wi-Fi triangulation to provide passenger’s location and route to desired activities/destination

-RAC/BART→ AirTrain

-Signs/variable message

  1. Other External Customers
/
  1. Internal Customers served by Technology

-Federal/State/Local
-FAA
-TSA
-Customs & Border Patrol
-Tenants
-Airlines
-Concessionaires
-GT operators
*Internal/External:
SFPD & SFFD / Overall Thoughts:
Number of standalone systems →overlap?
Communication
Need Central Clearinghouse?
Primary technology-consuming Divisions:
▪ Facilities (GIS/Asset Mgmt) – own server to go away
▪ Ops (GTMS) – Air Inc
▪ Finance (PMBS/Capital Planning System/Fixed Asset System)
▪ Aviation
▪ RDM

IVAssignments—Think about needs for the following customer segment and potential ways technology can help:

CN: Airlines/concessionaires/GT operators → will contact other task forces

BR: Federal/state/local agencies (e.g., FAA/TSA/CBP)

VL: Systems list for the different SFO department servers, what they are, etc.

JH: Use of GIS, and how the different departments are utilizing the system

LC: General tech research/scan; broad information about what is going on and the way technology is expected to influencedaily life

CG: Passenger baggage pickup (inbound)/check-in (outbound)

ML: Passenger preflight experience

LL: Passenger Airport access/wayfinding

TL: Passenger post-security (mostly outbound) needs and tech ideas

MM: Local communities (residents, news media, etc.)

VOther

A. Contact Chris Birch to speak at next task force meeting regarding customer complaints and how technology could be used to best address customer issues at SFO. (CN)

B. Obtain information from the Annual SFO Customer Service Survey. (All)

C. Airside LCD demonstration of applications – possibly to be scheduled during a following task force meeting. (CN)

D. CN to report to DZ and Tryg McCoy every 2 weeks. Once a “plan” has been identified, information to be shared with DZ and Tryg.

E. Tentative plan is to get together next week, Thursday, June 10, 2010 (10:00 a.m. to 11:00 a.m.). Location will be one of the Facilities conference rooms. Task force meetings will be held every other week, thereafter. Group to email CN of any planned vacation dates.

Page 1 of 4