Airport Business

NOV 2018

The airport professional's source for airport industry news, articles, events, and careers.

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Page 25 of 43

26 airportbusiness November 2018 PRODUCT DELIVERY By Michael McElvaney Operational Readiness Begins with ORAT Put Operational Readiness and Transition (ORAT) into your capital development program to give new facilities a smooth start. With the ever growing popularity of air travel as a primary mode of transportation in today’s society, airport facilities and airline operations are continually challenged to provide an excellent customer experience. A successful travel experience should provide a smooth journey to endorse end-users’ continued relationship with both the airport and airline carriers. However, with technology reliance ever increasing, operational functions have a complexity of system interdependencies. As such, it is becoming more difficult for airport back of house operations and passenger flows to function as the perfectly orchestrated symphony they were intended to be. With only one chance for an airport or airline carrier to have a good first impression and “get it right” on the opening day of a new facility, it is imperative that the readiness of the systems, processes and staff be fully tested and trialed multiple times over. With widely popular social media platforms acting as influential decision makers for customers in today’s society, the world may know immediately when a passenger enters the new facility on opening day, and whether they can do so seamlessly, with comfort and efficiency. Consequently, if passengers experience problems navigating through the facility, the first impression is one an airport may wish never occurred. With all these factors in mind, airports should consider the value of incorporating Operational Readiness and Transition (ORAT) into their capital development programs in the planning phase to ensure the design of new facilities aligns with the expected operational functionality of the airports and their stakeholders and the operational readiness of the facility, processes, systems and people is such that the customer experience is seamless so that the first impressions of a new facility are positive. Opening of new facilities have historically been wrought with minor and major

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