Destination Digital: Challenges for an Airport in times of Digitalization. Michael Zaddach, Senior Vice President IT, Munich Airport 28th Sept.

Transcription

1 Destination Digital: Challenges for an Airport in times of Digitalization Michael Zaddach, Senior Vice President IT, Munich Airport 28th Sept. 2018

2 The TOP 3 Challenges for Munich Airport 1. Managing growth expansion of Airport infrastructure (Terminal 1, Terminal 2, 3 rd runway,...) 2. Alternation of generations 3. Digital Transformation / Airport Flughafen München GmbH / Führungskräftekonferenz 2017 /

3 Air traffic remains a global growing market traffic will double over the next 15 years Quelle: Boeing Global Market Forecast

4 The Digital Tsunami is coming 4

5 Digital Transformation / Airport 4.0 Technology Drivers of Digital Transformation People 5

6 Areas of Digital Transformation for Airports B2B B2C External Effects P2D P2P Internal Implications 6

7 Areas of Digital Transformation for Airports B2B B2C B2C External Effects P2D P2P Internal Implications 7

8 Increasing adaption of digital technologies leads to higher expectations for the digital customer experience at airports worldwide B2C Passengers are always networked during their journey Smartphones increasingly support the travel chain Passengers have new digital service expectations at airports 97% of all passengers use a mobile device at the airport + Almost all major airports now with free WLAN (74 %), but 37 % plan to launch a premium product by 2019 Mobile Self-Services use worldwide % Expectation on mobile Self-Services Popular airport services for smartphones 2016 vs % Expectation Self-Services when booking the trip Mobile Check-In Baggage information 76% Flight information Online Shopping 40% 74% 92% n/a +4pp +2pp n/a Quelle: SITA IT-Survey 2016; SITA Passenger IT Trends

9 Digital Transformation effects our Non Aviation Business From local business... B2C... to global digital competition 9

10 Digital Transformation effects our Non Aviation Business B2C 10

11 The customer at the heart of our activities forms the basis for B2C implementing Munich Airport s digital strategy Relaxed experience at the airport Efficient processes Differentiated experience Personal, relevant information More consumption Digital offers and channels Digital Assets, Data & IT-Infrastructure Partner Organization & Culture 11

12 Der geschäftliche Vielflieger Der geschäftliche Umsteiger Der gelegentliche Incoming-Kunde AVIATION Hans Stamm 48 Jahre Der treue Urlaubskunde Alessandro Monti 57 Jahre Ann Miller 29 Jahre Amir Safra 44 Jahre Der internationale Urlaubsumsteiger Ivan Popow 38 Jahre Stefanie Jansen 42 Jahre Philip Urban 28 Jahre Ethnisch Reisende -tbd- Tian Xiang 50 Jahre Camilla Anderson 24 Jahre Die Besucherin Der Abholer NON- AVIATION Elisabeth Neubauer 36 Jahre Maximilian Huber 42 Jahre 12 zurück

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15 Data Management B2C Separate Data Silos No common view of the customer / passenger Integration of all available Data Sources: One single point of truth There is only one customer: one identity and one customer 15

16 Areas of Digital Transformation for Airports B2B B2C External Effects P2D P2P Internal Implications 16

17 Approaching Airport 4.0 Digital Transformation of Processes B2B AIRPORT 1.0 AIRPORT 2.0 AIRPORT 3.0 AIRPORT Manual and analog Processes - Slow recovery from disruptions in the overall airport system - Some digital touchpoints - Self Service - Automation of some central process steps - Overall optimization of airport core processes - Data Sharing - System interconnection - Real time connections between all stakeholders - High degree of predictability and proactivity in the airport system 17

18 Digital Airside Share Data and Predict B2B Predictability/ Interoperability Mobile Apps Automation 18

19 Challenges and driver in digitalizing facilities and buildings (IoT) B2B Airport 4.0 Energy efficiency Intelligent aircondition Increase efficiency and flexibility of processes Mobile and predictive maintenance Fast implementation of new technologies Integration of building planning and building operation 19

20 Areas of Digital Transformation for Airports B2B B2C External Effects P2D P2P Internal Implications 20

21 Make Data available People to Data P2D Critical Success Factor is... Data Availability, Big Data Management, Data Interpretation, Prediction, and the human interface to data share data with partners via API s 21

22 Cross divisional collaboration People to People P2P In an Airport 4.0 environment information is shared between people across the organization. New communication and collaboration tools and methods are needed to bring people from different departments together. Information is available everywhere and every time to everyone who needs it. 22

23 New project process models and project team structures become important P2P 23

24 Challenges for Munich Airport in times of KRITIS 24

25 Cyber Security becomes more important than ever in all segments B2B B2C P2D P2P

26 Information Security Hub (ISH) opened 31. January 2018 at Munich Airport Cyber-Defense Trainingscenter (ISH) with strong partners Platform for collaboration between Users and Providers in Cyber Security Cyber Simulation Range for Training and permanent Update of Cyber Defense und Penetration Test Professionals Shared Proof of Concept Center for users and technolgy provider not limited to Cyber Security. (IoT, Smart City, ) Establishing a Network of Trust for Cyber Defense Specialists 26

27 Airport Digital Transformation ACI Best Practice Paper 27 Munich Flughafen Airport München / GmbH / Führungskräftekonferenz / M. Zaddach 2017 /

28 Airport Digital Transformation ACI Best Practice Paper Reinventing the business model Positioning Airports in the broader ecosystem: We will not be successful alone and we need to multiply partnership. Recognizing data as an enterprise asset: Data is the fuel of digitalization and must be valued and protected carefully. It is advised to set-up a cross airport management of the enterprise. Influencing regulation: Digital transformation will require an update to existing standards and recommended practices, policies and best practices. Developing a digital culture across the enterprise: Agility is a key success factor to digital. Acquiring and retaining talent Dealing with data privy laws and regulations 28

29 Digitalization everything is possible, but not everything makes sense. 29 Flughafen München GmbH / Führungskräftekonferenz 2017 /

30 Vielen Dank Thank you Michael Zaddach Senior Vice President IT