- Airport Operations – Heathrow operates 98% runway capacity which roughly translates to a take-off or landing event occurring every 45 seconds, thereby making it one of the most efficient 2 runway airports in the world. Speaker, Brent Reed (Airport Ops Lead Designer), described how Heathrow introduced a world’s first Time Based Seperation (TBS) system to further maintain / improve on this efficiency, particularly on windy days – every second counts!
- The Automated Passenger Journey – Heathrow is actively implementing the IATA Fast Travel Program strategy which aims to provide 80% of global passengers with a complete and relevant self-service suite by 2020. According to Capgemini’s Don Grose (Lead Solution Architect), this program will deliver multiple benefits for: passengers, airlines and airports, and Heathrow has already delivered or trialled several self service capabilities, including: Self Boarding, Automatic Ticket Presentation and Kiosk self service bag tags, Self Service Bag Drop trials, as well as biometric enrolment & verification.
- Shadow IT at Heathrow – Andrew Isenman (Passenger Experience Design Lead), described how Heathrow employees are starting to engage their colleagues and digitally enabled passengers in different ways, sometimes even bypassing the IT departments. As a result, the latter have proactively started encouraging and shaping how this engagement happens, at the same time they’re addressing the usual questions around: support provision, reduced Total-Cost-of-Ownership (TCO), increased security and minimal technical debt.
- Airport Innovation – Heathrow has embraced the drive for innovation with various initiatives, some of which were presented by Richard Harding, (Head of strategy and innovation at Heathrow). They included: the Heathrow innovation Process, Crowd dynamics (detecting / measuring / alerting via CCTV), WiFi digital finger printing, Airfield Asset inspection, Mobile Display units and treasure hunts. Key insights gleaned from Heathrow innovation highlight the need for: open innovation, active promotion, new governance processes, skills enablement and innovative culture / process metrics.
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