CASE STUDY

FACILITIES MANAGEMENT COMPANY ISS TRANSFORM PRM ASSISTANCE WITH DIGITILIZATION

Having won the passenger assistance service tender at Oslo International Airport in 2017, ISS made the decisive decision to transform the means of operating and data-capturing from an Excel sheet to a digitalized software solution.

The initial motivation in reaching out to Ozion was to evolve the quality of service through transitioning an existing manual system to a dedicated and robust PRM software solution which would accurately record and track fundamental actions within the service. Pivotal areas of interest and improvement included a means of monitoring and addressing SLA performance, No-Shows (with trends) and resource allocation/prioritization.

Transitioning from the existing methodology to a digitalized solution improved the level of service and achieved wider reaching corporate objectives.

Deployment

The deployment and user mastery of the solution needed to be as smooth and effective as possible. Given that 10 years prior, the local Staff had become accustomed to Excel, change-management was considered an essential factor in deployment by all parties involved. It was for this reason, extensive on-site workshop training was provided to stakeholders including Management, IT, Dispatchers and Agents to ensure everyone would be as well positioned for change as possible. Ozion PRM Manager V.3.6 was deployed in 2017 and introduced to the 78 members of staff working in the PRM service.

Delivery of Benefits Sought

Having successfully transitioned to PRM Manager, the ISS PRM operation has revolutionized the manner in which access accurate information and can undertake informed decisions based on finely tuned resource analytics. Key areas of importance include No-Show reporting coupled with resource planning. ISS found themselves in a favourable position where they could instantly refer to passenger trends from arrival flights and airlines, ascertain the no-show rate and apply their interpretations to finely balance the number of staff needed to cover identified peak periods. Further actionable areas included openly talking with the airlines that were demonstrating significantly higher no-show rates to collaboratively work together to reduce that rate and improve the level of service delivered to both the airline and its passengers. Another area which saw an immediate improvement was SLA performance on departures. The Director of PRM Services had analysed the data and concluded that SLA performance was below acceptability under certain conditions. Upon dissecting the operational factors influencing the shortcomings, team incentives with weekly rewards were introduced with positive effect. The initiatives exist to this day and play a key role in employee motivation, team building and job performance.

The ongoing relationship

Upon deployment, ISS representatives were  frequently calling Ozion support with a variety of questions, something Ozion encourages any client to do as a dedicated department was set up, and recently expanded to ensure a smooth onboarding. As time progressed and system expertise grew newer tools were explored and integrated into the daily and weekly performance measurement and recordings, such areas include; real-time timelines, resource productivity reporting and airline notification rate reporting. It has been 5 years since the PRM department underwent their digital transformation, Ozion remains proud to call ISS a partner.

Case Studies

FACILITIES MANAGEMENT COMPANY ISS TRANSFORM PRM ASSISTANCE WITH DIGITILIZATION

Having won the passenger assistance service tender at Oslo International Airport in 2017, ISS made the decisive decision to transform the means of operating and data-capturing from an Excel sheet to a digitalized software solution.

MONTPELLIER AIRPORT DRIVES CHANGE WITH AN EFFICIENT & TRANSPARENT PRM SOLUTION

Montpellier-Méditerranée Airport made a clear statement for their desire to introduce an efficient and transparent PRM operation. Service provider Groupe 3S-Alyzia approached and included Ozion PRM Manager in their, subsequent, winning bid.

Kevin KNIGHT

Ozion Airport Software

The Discovery Company