Airport Business

NOV 2018

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

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10 airportbusiness November 2018 SECURITY MATTERS union rules (e.g. snow event, baggage system failure, FIDS/BIDS outage, LEO overtime, CBP kiosk outage, etc.). 3. During an incident, use a multimodal communication approach to ensure messages are received regardless of the time of the day, time zone or device Don’t simply rely on a pager system or phone calls – leverage a mobile app, push notifications, SMS and other communication paths. Having a process in place that allows for multi-modal messaging (SMS, cellphone, email, landline, push notification, etc.) is key to delivery success, as no single delivery path is ever 100 percent reliable. The more communication paths that are available, the more reliable communication will be and the more likely the right people, including any impacted staff and passengers, will receive important information and updates. 4. Use automation to collect recipient responses and eliminate manual calls Automating escalation processes will allow the next on-call staff member to be automatically notified when there is no reply or response in a certain timeframe. To further expedite the process of finding the right person to handle the incident, allow recipients to easily confirm that they are able to take ownership of the incident by providing a one-click polling option. For an IT issue, options may include “Yes, I can work on the issue” vs. “No, I am unavailable at the moment.” A negative response, or lack of response, should trigger automated escalation to a broader team. 5. Use a single communication platform for both critical communications, as well as for daily, operational communication Having a communication platform that can serve daily, operational use ensures that staff and stakeholders are comfortable using the tool and by providing information to stakeholders on a daily basis, an airport can encourage badge holders to keep contact data current in the communications platform (this is optimally an automated component of the SIDA process). The best communication platforms will have the following features: • Anytime, anywhere access – The ability to access the system from any device or location allows for rapid communication and the ability to leverage the platform as a situational awareness tool from any location, not tied to a physical location/EOC. • Easy data management – Automatically synchronizing employee contact information from airport HR systems as well as IDMS ensures that the most up-to-date information is available and the correct stakeholders can be reached quickly in the event of an incident. • Communications integration – Integrating with airport technology systems — from baggage systems to FIDS and the website — facilitates complete automation and a layered communication approach that speeds response to operational disruptions that may impact the passenger experience. • Instant passenger updates – Allowing passengers and airport stakeholders to subscribe to notifications via keyword text or visit an opt-in portal that is easily integrated with the airport website increases customer satisfaction and reduces the number of complaints. For critical events, airports leverage the FEMA Wireless Emergency Alert program, often referred to as the Amber Alert program, to directly communicate with every phone in the airport vicinity. • Intelligent reporting – Chronological event logs, detailed reports and ad-hoc reporting provide the flexibility for quick, informed decision-making in real time. • Emergency notification in the cloud – Leveraging cloud computing lowers the cost, provides flexibility and creates a more secure computing environment without requiring locally-installed software, hardware or internal telephone networks to rely upon during a crisis. • Disruptive events – from severe storms to infrastructure failures – will continue to be a fact of airport life. While they will never be completely avoided, rapid communications powered by a reliable notification platform will empower airports to respond more effectively, keep stakeholders informed and leverage collaboration to ultimately resolve critical incidents faster. ABOUT THE AUTHOR Michael Cardarelli Everbridge Michael Cardarelli is the Director of the Everbridge Transportation Practice, serving 200+ airports, airlines and transportation clients globally to help them make better decisions and communicate more effectively during crises.

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