Ozion PRM Manager – Welcoming 2018; Celebrating 2017

Ozion PRM Manager – Welcoming 2018; Celebrating 2017

2017 :  A year in review

At Ozion, we don’t usually spend too much time talking about ourselves: we prefer to talk about the challenges facing the airport PRM (Passengers with Reduced Mobility) sector, solutions to those problems, to organize the annual Airport PRM Leadership Conference and help bring together airports and providers to advance new PRM approaches that work. But today we have allowed ourselves to be a little self-indulgent because we are excited to share with you the many successes of 2017.

 

New PRM Manager Locations

2017 saw the Ozion PRM Manager being implemented in a highly diverse list of airports. We are very excited about the 4 Airport Deployments started and/or launched in 2017.

We warmly thank our provider and airport partners. Each new instance of the PRM Manager requires a successful collaboration between the airport, the provider(s) and Ozion. This is the only way to ensure the PRM management software system is used to the satisfaction of the teams actually using it on a daily basis and to its full operational, reporting and analytical potential.

 

Annual Airport PRM Leadership Conference in November, 2017

It was a joy to see over 50 airports and providers from across Europe who attended this year’s Airport PRM Leadership Conference on November 10 take ownership of the event. This year’s attendees were particularly engaged in the event. They demonstrated this by sharing their experiences, speaking candidly about their challenges and taking steps to work together to further certain PRM solutions together.

The low-key yet passionate presentation by Fabien Lawson (MD ADP Passenger Services Terminal 2 ABCD at Paris Charles Gaulle) explaining very frankly how they – ADP’s providers and ADP themselves – managed to keep control of their PRM operations over the last 6 years. It was obvious that this was quite an accomplishment in view of all the changes that happened over that period:  a doubling of PRM passenger numbers, the adoption of a new PRM Management software platform (Ozion’s) by 3 different concurrent PRM providers,  an increased in overall quality numbers and operational control. The Q&A following his testimonial gave a good indication of how interested the audience was and how attendees related to what he evoked.

The workshop where attendees pooled their experience and ideas on how to help more PRM passengers self-serve in a way that augmented what Roberto Castiglioni, Chair of the Heathrow Accessibility Advisory Group,  described as their strong desire for every opportunity to augment self-sufficiency was a striking example of the sector’s ability to harness its collective intelligence to further areas of necessary improvement.

Ozion will be taking feedback from this year’s attendees about what they wish to see next year’s conference address and the formats they would like to be used in order to make the annual November Airport PRM Leadership Conference evolve. We are convinced that the only way to ensure the conference continued success and growth is to make it more relevant than ever – « for everything to stay the same, everything has to change! » (Luigi di tomaso, Prince of Lampedusa, author of the Leopard novel illustrated brought to life by in the famous film of the same name).

 

Ozion PRM Manager additional features and scope

The latest version of Ozion PRM Manager has expanded reporting features giving clients the complete range of live automatic reports they have been dreaming of for years  by default: prenotification ratios for all airlines, PRM passenger agent pick up times, completed PRM jobs as opposed to partial jobs, causes of plane delays (with the relevant detailed reports), « no-show » reports, etc. Special attention was given to live SLA indicators (« Service Level Agreement ») which allow providers, the airport and airlines to see the live status of all the important dimensions of PRM service performance: time-stamped indication of the time to meet a PRM passenger, overall job times as opposed to times stipulated in the contract, the ratio of late jobs to timely jobs, etc. Depending on the individual profiles, the provider can invite the airport and airlines to connect to their Ozion PRM management application to see all real time SLA indicators (Collaboration in action).

 

Much read article about why PRM is so difficult published by International Airport Review

An article contributed by Ozion to International Airport Review about what makes PRM airport service delivery such a fiendishly difficult one to keep under control and what to do about it, was in the top 10 of most read articles for 2017. We are happy that the industry is now talking more and more freely about specific PRM service challenges. This is contributing powerfully to the informed way many airports are now addressing PRM challenges.

 

Results of first industry-wide PRM Survey

Ozion sent out a survey to the thousands of people tasked with overseeing and running airport PRM services asking them to rate the 10 biggest problems they faced to make the service work. For each topic, respondents were offered to rate the problem as not an issue, a minor issue, a problem, a big problem or a major problem. The most acute problems rated as « Major »  by the greatest proportion of respondents were the airport charge (39 % of respondents), prenotification ratios (35 %) and the use of PRM in lieu of MAAS (30 %). The study also showed that the relationship between airports and PRM providers were largely seen as good (i.e. not a problem), which is reassuring considering the pressure the intensity of the PRM service can put on that relationship. It’s always a pleasure to impart good news!

 

2018 promises to be an amazing year!

2018 is already looking like another exceptional year for Ozion with new product improvements and partnerships. Much more importantly, at the industry level, we are seeing growing evidence of collaboration between PRM operators (airports and providers) across borders to exchange ideas and solutions on how to improve their respective operations. That movement is one that gives great confidence in the progress we are likely to see again in the year ahead.

Thank you and welcome to 2018!

 

 

For more information, to schedule a Demonstration or request Ozion evaluate your current PRM management system, please contact:

William L. Neece | Director of Airport Solutions
Ozion Airport Software
Europe : Paris Office
2, passage de la gare
92420 Vaucresson, France
Office: +33 (0)1 47 01 32 75
Mobile: +33 (0)6 52 21 32 60
eMail : wneece at Ozion-Airport.com
www.Ozion-Airport.com

REGISTER NOW – Airport PRM Leadership Conference Nov. 10th, Paris

________________________________________________________________
Airport PRM Leadership Conference
Hotel Pullman, Paris Roissy Charles de Gaulle Airport
November 10, 2017
9:00am to 5:00pm
________________________________________________________________

PRM is one of the most sensitive topics for major and mid-sized airports today.

The Airport PRM Leadership Conference is a fast way to discover more about how the industry is addressing PRM challenges today and how Ozion is helping airports and providers turn around and improve their PRM operations.

Why attend ?

  • Meet peers from other airports
  • Learn how the PRM sector has recently swung from widespread denial to recognition that PRM is not properly under control
  • Discover what makes PRM the most difficult of all airport services to bring firmly under control (e.g. exceptional volatility – approximate order collection/job generation, ad-hoc numbers, endless phone requests asking provider to create ad hoc passenger orders, frequent last minute changes such as SSR type and gate changes), outdated software designed for predictable ground handling activity, high “no-show” numbers, blind dispatching, limited traceability, incomplete and unusable data ….
  • Discover how to bring PRM securely under control:

–  understand your local PRM landscape perfectly (particular airport processes, actual number of PRM passengers, real cost to provide the service with adequate sizing, complete reliable data on every operational aspect involving the passenger …).

-  master the 6 key success factors to build a reliable, scalable service delivery on rock-solid foundations that can make it better with time

-  bring stakeholders to suspend their agenda differences when collaborating around effective PRM service delivery : airlines, provider, PRM passenger advocacy groups and PRM service providers (understand why a “top-down” relationship can’t work)..                 

  • Discover the results of the first PRM industry-wide survey on the key issues it is facing it today (Take the Survey HERE)
  • Hear how top airports have turned around their PRM service
  • Leave knowing that poor PRM operations need no longer be a fact of life but a choice – that you can now make this exceptionally volatile business predictable and manageable for the benefit of all involved : passengers, PRM provider employees, airlines and the airport.
  • Ozion PRM software has already been or is currently being implemented in : Paris CDG, Orly, Gatwick, Oslo, Brussels, Charleroi, Nice, Lyon … with many others soon to join the managed Airport PRM movement. Ozion doesn’t just make great software – it knows the ins and outs of implementing, running and improving all aspects of even the most challenging PRM operations.

Speakers & workshops

  • Examples of Airports and Service Providers using the Ozion PRM Manager™
  • Experts in the field of PRM advocacy and consulting will speak about the big changes impacting the PRM sector
  • A start-up entrepreneur specialized in large company entrepreneurship will get the participants to pool their insights on what works and doesn’t work in PRM today
  • An interactive workshop will take us through the results of the first PRM professional industry survey
  • And much, much more … The final program will be released shortly before the Conference.

Come and join us and let’s all make our PRM service one our PRM passengers and staff enjoy !

Sign-up up now for the event to make sure you can attend as places are limited !

First name (required)

Last name (required)

E-mail (required)

Phone number (required)

Company (required)

Country (required)

Role (required)

Please add below your biggest PRM Challenge and/or what you would most like to learn more about at this years conference:

 

 

 

 

For more information, to schedule a Demonstration or request Ozion evaluate your current PRM operation, please contact:

William L. Neece | Director of Airport Solutions
Ozion Airport Software
Europe : Paris Office
2, passage de la gare
92420 Vaucresson, France
Office: +33 (0)1 47 01 32 75
Mobile: +33 (0)6 52 21 32 60
eMail : wneece at Ozion-Airport.com
www.Ozion-Airport.com

Register Now for the 2017 Airport PRM Leadership Conference

Register Now for the 2017 Airport PRM Leadership Conference

 

SIGN UP TODAY TO BE SURE YOU CAN ATTEND AS SPACE IS LIMITED

On November 10th 2017 Ozion will host the Second Airport PRM Conference at Roissy Charles de Gaulle Airport.

Ozion Breakfast

Enjoy the Breakfast of PRM Champions!

The conference will be attended by professionals who oversee or run PRM services for airports, service providers and airlines who are looking to improve their PRM (Passenger with Reduced Mobility) operations by sharing their PRM challenges and solutions with their peers.

We will address essential questions facing the sector in presentations, workshops, one-to-ones and during meals or breaks.

These questions include:

– Why is PRM such a devilishly hard service to deliver well (quality, time, budget) from the point of view of all concerned parties – PRM passengers, associations, airport supervisory agencies, airports, providers and airlines)?

– What has changed very significantly that now makes it possible to run PRM operations that satisfy all the parties involved

– New case studies of airports who have cracked the PRM conundrum presented by the people who implemented new effective solutions themselves

– Focus on how it is now possible to get and share live all the reliable, trusted SLA and KPI data everyone has been asking for for years and stop playing with incomplete, unreliable and unrepresentative time-consuming Excel exports

Ozion Paris

After the Conference Visit Paris

– How live PRM collaboration between airport, provider and airlines is fundamentally changing the daily outcome of PRM operations

– Results of the June 2017 Industry Survey on what the sector considers the main PRM challenges for the primary parties involved


Sign-up up now for the event to make sure you can attend as places are limited !

First name (required)

Last name (required)

E-mail (required)

Phone number (required)

Company (required)

Country (required)

Role (required)

Please add below your biggest PRM Challenge and/or what you would most like to learn more about at this years conference:

 

 

 

 

For more information, to schedule a Demonstration or request Ozion evaluate your current PRM management system, please contact:

William L. Neece | Director of Airport Solutions
Ozion Airport Software
Europe : Paris Office
2, passage de la gare
92420 Vaucresson, France
Office: +33 (0)1 47 01 32 75
Mobile: +33 (0)6 52 21 32 60
eMail : wneece at Ozion-Airport.com
www.Ozion-Airport.com

How can you Turnaround a Failing Airport PRM Activity?

How can you Turnaround a Failing Airport PRM Activity?

This is a question we hear often « offline »: we will explore many of the answers at the November 10 Airport PRM Leadership Conference held at Paris CDG airport (see Conference registration link elsewhere in this newsletter). A workshop and a presentation will provide answers to this « burning » question to all those attending the conference.

PRM (Passengers with Reduced Mobility) is the one fiendishly difficult service to get right at medium and large-sized airports across the Globe. Usually outsourced airport services such as aircraft handling, cleaning and baggage handling are relatively easy to get right. The underlying reason is simple: they are essentially predictable services whereas the PRM environment is structurally volatile, requiring a dedicated approach.

As this begins to be understood, consensus on best practices and on what constitute the the key success factors to get a PRM service to work reliably are beginning to appear. One of the goals of the upcoming airport Airport PRM Leadership Conference that will be held at Charles de Gaulle airport on November 10th, will be to aggregate and enrich the body of answers to this increasingly crucial question for airports, PRM providers and airlines.

Why is PRM structurally volatile?

First, let’s begin with a short primer on why the airport PRM environment is such a highly volatile service: much of what a PRM operator depends on is difficult or impossible to predict. This shifts the onus from planning perfectly to developing the effective ability to address surprises as they arise throughout the day, thereby turning a thoroughly unpredictable activity into a reliable one.

Poor pre-notifications, large and unpredictable ad-hoc passenger turnouts, large amplitude of departing passengers’ arrival times at the airport, last minute gate changes, incorrect initial SSR Passenger types, planes that often neither arrive or leave on time, irregular human productivity from one agent to another, erratic screening times, suspect baggage incidents, diverse PRM passenger behaviour (some passengers are happy to go to their gate without visiting duty free or the toilets, others not) … More than any other service, PRM operates in an environment with an exceptionally large range of variables upon which PRM operators depend to successfully deliver the service – but have little or no control over.

Compare this with a comparatively stable activity like ground-handling. In ground handing, the number of planes to turn around and the jobs to be done during a turnaround are so predictable as to seem to be cast in stone in comparison to PRM operations (same tasks, same task execution times … the only unknown is the plane arrival time!).

Denying the exceptional underlying volatility of PRM operating variables is possibly the main reason why this service has been a consistent headache for most airports to date. Know your enemy and don’t underestimate him. In PRM, the enemy is the exceptional volatility of key operating variables. To put things right after years of frustration, it would seem essential to make the right diagnostic as to why things haven’t worked as expected to date. From there, one can build on firm foundations. This is what Ozion offers.

Solutions?

How to make things work will be discussed during the PRM conference with attendees getting a copy of the full body of answers produced during the 10th of November workshops. Key PRM operational Key Success Factors included :

• Receiving messages and processing them so that orders are reliable, complete and well understood at the same time as duplicates are eliminated

• Pre-notification improvements through education and by applying less favourable (because slower) EU SLA to ad-hoc Pax

• Finding a way to generate a real-time picture of a complete PRM activity allowing the PRM operator to see everything easily and to track problems so as to work with those who created them to diminish their frequency

• Listening and working with experts on the subject representing PRM passengers point of view

• PRM applications that modelize PRM operations and make everything work well from bullet-proof message reception and transformation into reliable job orders to ultra-smart dispatching and complete, reliable activity visualisation and production of traceable data

• Real time collaboration between the provider, airlines, handlers and the airport

• Educating the airlines

• Helping providers implement these conditions to succeed

• Etc.

As often, getting PRM right begins with awareness of the challenges and then facing up to them by working to fit the pieces of the solution puzzle into place to manage the activity predictably to the benefit of all, from passengers to agents, airports to providers, airlines to the government agencies tasked with overseeing it.

Some major airports such as Paris CDG airports have cracked the PRM conundrum by addressing most of the problems in a seamless web of solutions. We can learn from them and others!

 

 

For more information, to schedule a Demonstration or request Ozion evaluate your current PRM management system, please contact:

William L. Neece | Director of Airport Solutions
Ozion Airport Software
Europe : Paris Office
2, passage de la gare
92420 Vaucresson, France
Office:   +33 (0)1 47 01 32 75
Mobile:   +33 (0)6 52 21 32 60
eMail :   wneece at Ozion-Airport.com
www.Ozion-Airport.com

2017 – Airport PRM (Passengers with Reduced Mobility) Survey

2017 – Airport PRM (Passengers with Reduced Mobility) Survey

Help your PRM airport community better understand our biggest collective challenges today!


Below, simply rate the 10 PRM problems in the list below to indicate how big a concern they are for you:
« 1 = Not a problem », « 2 = Small problem », « 3 = Problem », « 4 = Important problem » and « 5 = Major problem »


(*) = Airport passengers service professionals tasked with supervising PRM delivery, PRM provider staff, airline staff closely concerned by PRM service levels, bodies representing PRM passengers, airport supervisory bodies tasked with overseeing the correct provision of PRM services in their respective countries …) 


If you believe we have left out an important problem, please add one or several of your own and rate them in the space provided to that effect the second page of the survey. The goal is to rank the list of the problems that create the biggest headache for PRM professionals today and announce the findings at the PRM Leadership Conference on November 10th 2017 at Paris Charles de Gaulle Airport ( http://www.ozion-airport.com/register-now-for-the-2017-airport-prm-leadership-conference/ registration link).


During the conference: we will ask attendees to share how they think the top 3 problems could be best tackled and will share the results in the first newsletter after the conference.

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Part 1: The changing world of PRM management solutions

Part 1: The changing world of PRM management solutions

PRM Management is the most difficult of all airport services to get right – this article explains why this is the case and why it no longer needs to be.
Original Article published in International Airport Review

Why PRM Management is a crucial yet impossibly complex service for airports to get right – and why things have suddenly started to change?

“PRM”, which stands for “Passengers with Reduced Mobility”, is one of the names used to describe the free service European airports have been legally bound to offer to all passengers with reduced mobility since 2008. All that passengers need to do to get access to the service is to ask for it. Then, they can expect to be taken safely and freely to and from their plane within the airport. Sometimes confusingly, PRM is also known under a variety of other names : “Special Assistance”, “Mobility” and “Wheelchair” services, to mention just three of them.

Though many people work at large airports, only a minority work directly for the airport itself or its airline clients. That is because airports are world experts at outsourcing services on an industrial scale via a wide array of service providers. Most people one sees working at an airport actually work for service providers who have been awarded 3 to 5 year contracts by the airport or the airlines via tenders. These range from “Handlers” who man many of the check-in desks and departure gates at the airport (even if they wear an airline uniform), to baggage, security checkpoint and aircraft turnaround handlers (who see to it aircraft are refuelled, filled with food, luggage and freight, de-iced, etc).

Yet, PRM is fundamentally unlike any other airport service. In fact, it is universally known as the one truly fiendishly complex, if not impossible, service to deliver regularly on time, at the required quality level and according to budget. Industry wisdom has it that if you can run PRM reliably, you can run any service on earth.

What, one may well ask, makes PRM so horribly difficult to master? And why does it matter ?

Let’s start with why PRM is so important. Legally, no plane can be turned around until all PRM passengers have been disembarked – and this can only be done by specially trained personnel employed by PRM providers. Until a qualified agent arrives to disembark the plane’s PRM passenger(s), the plane can’t be cleaned or take on new passengers.

The plane’s next departure slot is at risk as are its daily number of trips objective and the punctuality of all of its subsequent flights. This in turn impacts the airport’s slot schedule. If, as is likely, the plane is late as a result, the cost to the airline for being late to leave its gate will rapidly bite into its profits. One begins to see the severe damage that just one late PRM passenger can make to a plane’s daily schedule. This is even more true for low-cost airlines whose business model depends on faster turnaround times to enable more flights per aircraft per day.

But when things spiral out of control, it isn’t one, but many planes that run the risk of being late. There is also the sensitive question of the PRM passenger’s experience. On the one hand, PRM passengers can suffer greatly as a result of their dependency upon others: when they are late and miss a plane, the impact on them can be many times more traumatising than it would already be for a completely mobile passenger. This is unbearable from a human point of view and dangerous from a PR corporate standpoint as bad publicity can rapidly ensue with dire commercial consequences as the media love to dwell on such incidents.

Second, why is PRM so hard to master ? The answer is that it is a fundamentally unpredictable activity.

The very high volatility of the things PRM assistance depends upon on but has no control over threaten to, and frequently do run havoc with the daily activity: change of gate, switch from jet-bridge to ambulift boarding/un-boarding, SSR type change (classification of the degree of mobility of a passenger ), volume of last-minute un-notified “ad-hoc” passengers, no-show passengers, to mention a few. The pressure rises all the time like milk about to boil : weather provokes delays, accentuating the situation. A large plane comes in with 10 unannounced PRM passengers. Others planes land without their notified PRM passengers showing up, preferring on second thoughts to do without assistance. And so on.

One begins to understand why running a PRM service at a large international airport is not for the fainthearted: it is a little-loved service that frequently turns to disaster from the point of view of passengers, airlines, the airport and the company providing the service. All have learned to fear PRM. If this sounds excessive, consider the following :

  • The majority of large airports in Europe are not capable of providing reliable, traceable basic SLA data that give a true picture of the actual service being delivered. For example, most large airports usually have no reliable answer to apparently simple questions such as “how many PRM passengers used my airport’s PRM service last year” or “How many PRM jobs” were late last year?”
  • Neither the airport nor the provider they appoint through a tender know the true cost of the PRM service because they don’t have the necessary information : they don’t know the real number of PRM passengers who will be provided an actual PRM service. This regularly results in the Provider realising he grossly underestimated the workload and having to degrade the service level well below the defined target level to reduce his costs and avoid losing money and/or having to stop his activity; in the airport having to agree to higher prices mid-contract or see the provider being shut down.
  • Many PRM pre-notified passengers never turn up (a passenger who requested PRM assistance when they booked their flight may change their mind when they land because they feel good enough to proceed alone  while forgetting to inform anyone). These “no show” PRM passengers can represent 14 % of the PRM passenger total – at a large and reasonably-well organised international airport !
  • Many turn up at the airport PRM assistance desk requesting help even though they didn’t “pre-notify” the airline as they are supposed to 36 hours before their flight. Yet, the airport and therefore the provider, is legally obligated to assist them, even if the service turnaround time the provider has to carry out the job is increased.
  • Because there is no centralised system shared by airlines, provider and the airport, no-one knows the net balance of PRM passengers who turn up on any actual day. The provider may not tell the airport that the agent sent to collect a pre-notified passenger on an incoming plane didn’t turn up – what is called a “No show” in the industry – because they fear that they won’t be paid for the job as much or even at all.
  • Many passengers’ names requesting assistance appear several times because the same passenger may forewarn the airline, the PRM provider or an airport helpdesk or checkpoint desk, or passengers are entered on the telephone when they present themselves without pre-notification. Multiple entries of the same passenger under a name with slightly different spellings are often not spotted as duplicates because most PRM IT systems neither centralise nor systematically re-duplicate all PRM job orders. This is how service providers often invoice the airport for more jobs than are actually done without necessarily knowing it ! No official format exists for departure PRM jobs, making this type of mistake easier and considerably more widespread than need be.
  • Discrepancies in crucial airline forewarning (36 hours “Pre-notification”) discipline have been tolerated with the bad performance of some airlines going on lastingly unchallenged. The result is that the service provider’s job of “sizing” their daily activity (determining how many agents they will need to carry all the expected PRM passengers on the day) is impossible to get right. How can you reliably deliver a service when you don’t know if you will have 1 000 or 600 PRM passengers on the day ? Yet 30 to 40 and even 50 % variations between the number of pre-booked PRM jobs and the number turning up on the day are standard.
  • This is because the service provider has to accept people who turn up on the day requesting assistance without having notified their airline previously. If I am feeling tired, have difficulty speaking the language spoken at the airport, orientating myself in a large airport, I am entitled to request assistance for free even if I just turn up un-announced on the day – says the law in Europe. Such passengers are called “ad-hocs”. They are the reason some airlines pre-notify 80, 90 % of their PM passengers while others pre-notify as little as 30 % without this number being rare.
  • Recently, some airports have begun charging airlines with poor pre-notification scores more for the service than they do disciplined airlines, but poor pre-notification performance remains widespread. This impacts PRM passengers with severe mobility restrictions most because the influx of passengers with no or very slightly impaired mobility absorb precious agent resources that should be focused on helping those whose condition really requires their timely, expert assistance. Though, this is ethically and economically unfair, it has gone on largely unchallenged for years.

These challenges are magnified by demographic trends such as an ageing and increasingly overweight and therefore less healthy, population.

This is apparent in the numbers:

PRM passenger growth everywhere is dramatically outpacing overall air travel growth : when large European airports register 3 % annual passenger annual growth, their PRM growth is usually in the 10 to 15 % range. This may sound marginal – it isn’t. It means airport will see their PRM passenger traffic double every 4 to 5 years! The consequences of this discrepancy on PRM passenger service is dramatic because the airport tax that finances PRM services is levied on airlines on the basis of overall traffic growth, not PRM traffic growth.

You would think that faced with such dynamics most airports would take the bull by the horns and take strong measures to ensure PRM services are managed to a particularly high level, would rein in the poor discipline of airlines with dismal pre-notification records, ensure crucially important IT systems are chosen to absorb the activity’s structural unpredictability and accelerate active collaboration between airlines, airport and service providers to slowly but surely improve service outcomes. What has happened in the last few years has been the opposite – denial : “everything is just fine” airports would and still say publicly as the situation deteriorates. This situation is now widely understood by many national airport supervisory bodies in Europe, organisations who represent PRM passenger’s interests and many airport-user exchange groups.

The good news is that things have recently taken a dramatic turn for the better. A few visionary airports have recognized that the traditional model of PRM service provision is broken, unsustainable and very costly in human, financial and reputation terms. They have taken dramatic action with the results starting to show the massive benefits of getting it right. As the omerta about poor service starts to give way and some airports show how things can be dramatically improved, the whole scene is starting to change rapidly. Such airports include Paris Airports CDG and Orly, Brussels airports and now Oslo airport where visionary and forward thinking teams at both the airport and provider level decided it is time to make PRM work effectively.

Thanks to what these forward-thinking airports have done and proved with their very real trusted data, all airports can now quite easily and rapidly deploy major initial implementations in just 3 months.

Part II of this article will come out in the next issue of your PRM Newsletter at the end of June. It will focus on how the particular difficulties that characterize airport PRM services covered in Part I can now be addressed successfully with a host of practical examples. Airports who have opened their eyes to the very real challenges faced by their PRM service delivery teams will now know that the effective, practical and proven answer to their hopes exists – and that nothing prevents them adopting it to finally get the consistently reliable PRM delivery they, their passengers, contractor’s agents and airline clients all want.

2017 – Airport PRM Leadership Conference – Date Announced!

2017 – Airport PRM Leadership Conference – Date Announced!

Paris – April 12, 2017.

 

Building on the success of the first PRM Leadership Conference held at Paris Charles de Gaulle Airport in 2016, this years conference will be held on Friday November 10th.

 

The conference will be attended by professionals who oversee PRM (Passengers with Reduced Mobility) services at airports, from airlines, service providers and industry experts who wish to:

 

  • meet their peers and « ecosystem » partners
  • learn from successful recent PRM deployments in Europe
  • discuss new solutions to common, recurrent, PRM issues
  • deepen their insights on why some airports’ PRM services « tick » all the expected boxes and more while others « tick » few and manifestly fail to deliver value

 

PRM Conference topic details

 

We will be informing you about the specific content of the event over the next few months in exciting installments! Please don’t hesitate to get in touch with our team in order to include a topic you believe would add value for everyone.

 

About Ozion Airport Software

Ozion is the organizer and host of the PRM Leadership Conference ™. The company’s software is widely respected for putting right what is seen as not working by a growing majority of professionals in the airport PRM sector.

Ozion publishes three applications:

 

  • Ozion PRM Manager
  • Ozion CheckPoint Manager
  • Ozion Handling Manager

 

In the case of PRM, Ozion’s uniquely passenger-centric application:

 

  • Monitors and tracks the whereabouts  of each PRM passenger as they go through up to 25 milestones in the course of their journey inside the airport from plane to plane (transfer), departure to plane or plane to arrival,
  • Delivers the reliable, full data set that is accessible in real time that the PRM industry has been clamoring for for so long : SLAs (pre-notification numbers, response time to pick up passengers, etc), reliable KPIs (actual time performance, productivity), tracked information (« no-shows », board alone, incidents such as gate changes, out-of-order jet-bridges, CheckPoint traffic jams, …)
  • Generates invoices supported by clear, detailed, trusted evidence the airlines and airport will accept,
  • Allows you to retrieves detailed PRM passenger journey histories justified by accessible trusted evidence to support the full and detailed picture of what happened every step of each customer journey,
  • Enables high productivity job dispatching by calculating and automatically offering the best option to allocate jobs or update existing jobs to immediately factor in the many things that often go wrong during PRM passenger journeys,
  • Provides rapid reporting that shows everything you ever wanted to know reliably in real time in between 5 and 30 minutes as opposed to half a day to a day for the nearest competition,
  • Centralise all job orders in Ozion PRM Manager, de-dupe them to ensure all orders are counted once and no more,
  • Make collaboration between airport, provider and airlines a simple daily reality :
    • enable them to see the position of every PRM pax,
    • know if they will arrive at the gate on time,
    • allow everyone to see real-time pre-notification statistics,
    • let airlines process PRM passengers at check-in desks directly into the Ozion PRM Manager application (via Cute browsers),
    • allow gate agents to see where late Pax are before deciding to close their flight or not, etc.

 

The venue

Paris Charles de Gaulle Airport

PRM Leadership Conference Meeting Room

If you wish more information or have any questions please contact William Neece at  wneece@ozion-airport.com or on + 33 (0) 6 52 21 32 60.

 

 

Ozion in the NEWS: Paris airport takes lead in innovating services for disabled people

Monday, 13 March 2017 07:50 – Written by Roberto Castiglioni  – Original Article can be found at Reduced Mobility Rights Web site

Making complicated things simple, that’s the spirit behind the ground-breaking PRM management software Paris CDG airport has chosen to enhance services for disabled people.

Romain Theret is the founder of Ozion, the company that created the most advanced PRM management software available on the market, the one Paris Charles de Gaulle airport has been using since 2016.

“Romain believes in making things that are complicated simple and in transforming what doesn’t seem possible into something that works well. In his view, the world is filled with situations that wouldn’t exist if those involved showed an honest assessment of the situation, goodwill, and clear thinking,” explains William Neece, Director of Airport Solutions Ozion Airport Software Europe. “Romain believes that technology can be harnessed to bring people and minds together in solving complex situations.”

Whether the service is assisting PRM passengers or managing the speed of passenger queues at airport checkpoints, software can help only if the goals of those concerned (provider, airport, airlines, passengers) and the detailed processes required to run the activity are clear.

I asked Will to share his thoughts on this. “Highly complex activities usually present a particular challenge that needs to be Charles de Gaulle airport T2 E and Frecognized and overcome if software is to effectively help manage them. In PRM’s case, that challenge is an exceptional level of volatility. PRM is mission-critical for airports: planes can’t leave until PRM passengers are embarked or disembarked by qualified personnel authorized to do so.

The very high volatility of the things PRM assistance depends upon on but has no control over threaten to (or actually) run havoc daily on the activity: change of gate, switch from jetbridge to ambulift boarding/deboarding, SSR type change, volume of last-minute non prenotified passengers, no-show passengers, to mention a few.

The pressure rises all the time like milk about to boil: weather provokes delays, accentuating the situation. A large plane comes in with ten unannounced PRM passengers.

Other planes land without the notified PRM passengers showing up. The number of agents available being finite and the size of the airport means the PRM provider can rapidly run out of available agents to assist passengers.

OZION logoThe challenge isn’t to prevent the high level of uncertainty that notoriously characterizes PRM over all other airport services, it won’t go away, but to design software that can manage that uncertainty even with finite resources, in effect turning a volatile activity into a predictable, manageable one.

If that sounds far-fetched, consider that even though individual PRM passenger journeys are affected by the changes evoked above hundreds if not thousands of times daily at large airports, dispatchers using software from the main vendor of vintage PRM software are still unable to see anything between the moment a passenger is met and the moment the assistance is finished, making them blind to the myriad problems impacting the many steps of PRM passenger journeys, and therefore incapable of adapting efficiently.”

I asked William to give me an idea of which tangible benefits Paris CDG enjoyed after switching to OZION PRM management software.

“CDG took a bold step and decided they would manage their three service providers via a single PRM Software Management William Neecesystem. From the very highest levels of management, they wanted to ensure the best possible service for the entire journey of every PRM Passenger that came through CDG.

Some of the benefits include having instant direct access to the real-time status of every PRM passenger via the app that they now have access to as well as their provider; having trusted data they fully understand.

The software is designed so that up to 25 steps of a passenger PRM journey inside the airport are entered reliably into the system via agent’s  PDAs using the best form of evidence for each step.

The software reporting feature helps CDG management understand what  is the real number of PRM passengers going through the airport every day; the ratio of notified, pre-notified, un-notified passengers; the total number of “no-shows” who failed to turn up to meet the agent;     passengers whose job was partial (e.g. Passengers who choose to “board alone” after getting through security.

The software also ensures accurate billing as a direct result of counting only fully delivered jobs only once. It offer airlines access to the application with different levels of access rights according to user profile clearances, in effect making it possible for; airline check-in agents to confirm pre-notified agents themselves directly into the Ozion app via their Cute PC; Gate agents to see where the PRM passenger on their flight who have not yet arrived at the gate are; Airline Hub teams supervising PRM passengers to see the status of every passenger everything about their passengers.

After the first year with OZION PRM software CDG management found that efficiency has gone up; there are fewer problems, analysis of recurrent problems (thanks to trusted detailed passenger journey histories saved automatically and accessible at all time to eliminate them); fewer people on the airport team supervising PRM now that all the information arrives at them reliably; agent productivity is going up as it is constantly being analyzed and ways found to improve it;  dispatcher productivity : starting to be measured in order to see where efficiency gains can be made; costs (at constant PRM volume) will also go down when the airport organizes its next tender in 2 to 4 years because the airport will be in a better and ideal position to buy the service now that it understands it much better; ability to buy the service at tender with requisite amount of information to ensure the business model will work for both parties.”

Paris Aeroport logoListening to Will I get the idea OZION could be a must have for airports, but efficiency is just one piece of the puzzle. I asked him if this product helps improve the passenger experience.

“Yes, definitely. Now that all 3 CDG PRM providers use the system, they can take better care of passengers for several reasons.

When a problem crops up that may affect a job, it appears immediately in the system so that everyone is aware of the situation that needs to be managed until it is fixed. This is in strong contrast to what happened before when dispatchers had no visibility on jobs that went wrong (many do because of the structural volatility of the service) because they software merely informed them if a job had begun and if it had ended, not if it had a problem in between);

There are fewer cases of passengers waiting because the system makes it possible to proactively anticipate problems about to develop and provide a solution before that happens;

As the airport has access to complete, trusted data on each passenger PRM journey, they are in a much better position to communicate with airlines, including holding them to higher pre-notification standards.

Over time, that will contribute to better airline behavior, which in turn will improve the overall service by not stretching it needlessly with poor sizing data.

As airports start to adopt the Ozion platform they are following their own PRM passengers not on the phone with the provider’s team but more on their screen where they can see the full status of each one of their PRM passenger journeys’ status and the overall PRM situation at the airport. This is particularly true of the airline’s teams tasked with tracking their PRM passengers at their Hub (e.g. Air France at CDG).”

William Neece is scheduled to speak together with Vincent Jeandon, Project Manager at Aeroports de Paris, on March 16th in the Ageing Population and PRMs track at PTE2017.

Vintage Technology is Cute, Airport PRM Management is Critical

Vintage Technology is Cute, Airport PRM Management is Critical

Why Airports are choosing to upgrade to Ozion PRM Manager, the Benchmark in PRM Software

The PRM sector is now well engaged in its transformation from adolescence to adulthood. Proof of that maturity is nowhere more obvious than in the sector’s growing awareness of the  “PRM conundrum” – the fact that most airports strongly feel that when it comes to PRM, things are not working at all as they should.  More and more Airports and their Service Providers are reaching the point where they believe the time has come for a major upgrade in PRM Software Management. Airports believe the questions their provider’s PRM software should answer conclusively are not being answered and that the  operational performance levels they want to achieve are not being met. Here are typical questions many airports ask themselves:

• Do we properly understand the complexity and details of how our Airport PRM service is run? Unless we do, how can we expect to put out solid tenders, hope to supervise our PRM service properly or to improve it over time?

• Do we trust the data we are receiving on SLAs and operational KPIs? (not in the sense of honesty but in the sense that it is at best partial and our understanding is limited).

• Does our PRM application truly help our providers streamline their operations to increase quality of service and productivity at the same time, year after year?  Are we effectively able to mitigate the discrepancy between overall passenger traffic growth and PRM passenger growth? (PRM growth + 10% per year).

 The candid answer to these 3 typical questions by the majority of airports is: “No!”.

In this context, it is enlightening to understand the very different approach Ozion has taken to design its new benchmark PRM software solution. This approach is what enables it to deliver what other, older “vintage” applications adapted from ground-handling operations, are unable to deliver.

Deploying Ozion’s PRM Manager collaborative SaaS Solution in just 3 months will give an airport and its PRM service provider organization everything other airports can only dream of:

• Access to complete, reliable SLAs available in real time at the click of a button e.g. pick up times and compliance for all departure and arrival passengers pre-booked and not pre-booked.

• Ability for the provider, gate agents and airlines to track the detailed evidence-based progress of each passenger (with 10 to 25 time-stamped milestones such as the actual agent-passenger meet time) in real time or at a later date. This makes it easy to see where each passenger and agent is, to investigate any complaint and share the results by email with the airport and airlines on the spot.

• Allow airline check in staff to welcome PRM passengers and enter their details in the software via their cute browser; allow gate agents to see the exact whereabouts of remaining PRM Passengers and their ETA at the gate to decide on when to close the flight.

• Allow PRM providers to become much more productive and increase service levels simultaneously year on year. This can be done as early as the first year you use Ozion PRM Manager increasing productivity significantly, lowering staff costs in the process, and improving service levels. Much smarter overall allocation of jobs to agents plays one part. Another is having instant visibility on every situation as it unfolds making it at last possible to remedy intelligently on the spot to the many changes that constantly test PRM services.

• Enable PRM Providers to adapt to the many changes that constantly affect PRM operations at every airport. The gate number changes: the plane will in fact not be docking at the terminal, meaning the PRM passenger can no longer be reached by jet bridge and an ambulift will instead be needed to disembark them.  Or the SSR type turns out to be wrong, requiring more or different, resources to be taken well care of. The list of changes is endless. Now, for the first time, PRM dispatchers know a problem has occurred, where and why. Because dispatchers are informed of such changes in real time, the software can propose to the dispatcher the best case scenario to reschedule the job optimally from both a Service Level perspective and an economic perspective.  Last but not least, the software constantly recalculates everything: the resources available needed to address new jobs, the ETA of every job, the ETA of rescheduled jobs.

• The PRM operator no longer operates in a unrealistic world which predicated that every job that started would finish according to plan never meeting problems along the way. PRM Manager operates with total visibility in a world where things go wrong all the time owing to the many circumstances outside the PRM operator’s control but which they must address to perform.

• Last but not least, have instant access to extensive reports shared live with airlines.


 

Ozion is speaking at PTE – 2017 in Amsterdam on March 14-16:

William L. Neece, Director of Airport Solutions for Ozion will join Paris Airports in addressing the audience at PTE. In his presentation he will demystify the PRM conundrum by explaining why airports are not getting what they want from their providers in most of Europe and why Ozions’ new software makes such a difference, going over the differences in its approach and design that enable it to deliver what other, older “vintage” applications adapted from ground-handling operations, are unable to deliver.

William will be attending the entire PTE Conference in March. Send him an e-mail to connect at PTE or to meet on the phone before or after the show: wneece at ozion-airport.com


“The New PRM Service Offer Deployed at Paris Airport”
Thursday, March 16th @ 12:25pm
Part of the “Ageing Population & PRMs” track
Passenger Terminal Conference – PTE 2017
RAI Center, Amsterdam









For more information, to schedule a Demonstration or request Ozion evaluate your current PRM management system, please contact:

William L. Neece | Director of Airport Solutions
Ozion Airport Software
Europe : Paris Office
2, passage de la gare
92420 Vaucresson, France
Office:   +33 (0)1 47 01 32 75
Mobile:   +33 (0)6 52 21 32 60
eMail :   wneece at Ozion-Airport.com
www.Ozion-Airport.com

Paris CDG Airport Presents it’s Use of Ozion PRM Manager at PTE

Paris CDG Airport Presents it’s Use of Ozion PRM Manager at PTE

Paris CDG will present as part of the “Ageing Population & PRMs” Track:



The presentation will go in-depth into why Paris Airports made the strategic initiative of choosing the Ozion PRM Manager software solution while outsourcing PRM operations to 3 service providers at the same time. Describing the complexities of CDG connecting three service providers and in effect 3 airports in one: a large airport (Air France’s Hub in terminal 2), a medium-sized airport (Terminal 2’s ABCD satellites) and a smaller airport (Terminal 1).  Once completed the Airport was able to gain a complete view of all the providers across the entire airport and provide passengers with a seamless travel experience.

The presentation will also cover:
1.  A view into the why and how of the implementation
2. The post installation results including SLA reporting and the ability to improve PRM service all the time by interpreting the wealth of new KPI data



“The New PRM Service Offer Deployed at Paris Airport”
Thursday, March 16th @ 12:25pm
Part of the “Ageing Population & PRMs” track
Passenger Terminal Conference – PTE 2017
RAI Center, Amsterdam


William L. Neece, Director of Airport Solutions for Ozion will also address the audience at PTE. In his presentation he will demystify the PRM conundrum by explaining why airports are not getting what they want from their providers in most of Europe and why Ozions’ new software makes such a difference, going over the differences in its approach and design that enable it to deliver what other, older “vintage” applications adapted from ground-handling operations, are unable to deliver.

William will be attending the entire PTE Conference in March. Send him an e-mail to connect at PTE or to meet on the phone before or after the show: wneece at ozion-airport.com







For more information, to schedule a Demonstration or request Ozion evaluate your current PRM management system, please contact:

William L. Neece | Director of Airport Solutions
Ozion Airport Software
Europe : Paris Office
2, passage de la gare
92420 Vaucresson, France
Office:   +33 (0)1 47 01 32 75
Mobile:   +33 (0)6 52 21 32 60
eMail :   wneece at Ozion-Airport.com
www.Ozion-Airport.com

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