NMOC Tactical Support to AOs - Survey

Transcription

1 NMOC Tactical Support to AOs - Survey Nick Rhodes NM Aircraft Operator Liaison Cell 27/01/2016 NMOC Tactical Support to AOs Survey 1

2 Background 2015 saw an significant increase in: Demand: + 1.5% compared to 2014 Delay: 0.73min/flt enroute / 0.77min/flt airport Complexity: Expansion of A-CDM, FRA etc. and associated local / regional fragmentation Volatility: Evolving political landscape resulting in fluidity in historic traffic flows (SE/SW Axis) At AOG/15, the rationale, benefits and points of contacts relating to the NMOC reorganisation were presented to AOs. Feedback from AOs highlighted some concerns over current level of operational support Aircraft Operator Liaison Cell (AOLC*) and AOG co-chair offered to create an NMOC Tactical Support Survey Survey sent to NM AOG and IATA RCG members (55 airlines) 30 airlines responsed from 55 contacted (54.5%) 56 individual responses - Regional & OCC Managers / ATC Slot Desks / Dispatchers & Traffic Managers etc Of the 56 responses, 87% completion rate Survey asked AOs to score, comment and provide suggestion for improvement in: Accessibility, Quality and Consistency of support received from or by the IFPU / ehelpdesk / Telephone Helpdesk and Aircraft Operator Liaison Officers (AOLOs**). Additional specific questions regarding ReRoute Proposals, Group ReRouting Tool, NM Weather Assessments *AOLC provides liaison and airline feedback between AOs and NM on statriegic, pre-tactical and post operational issues / events. They seconded to NM from Airline Assocations (IATA / ELFAA) **AOLO provides tactical support to Aircraft Operators / stakeholders and are NM employees with varying degrees of AO experience NMOC Tactical Support to AOs Survey 2

3 Survey Results High Level IFPU ehelpdesk Telephone Helpdesk Network Headline News AOLO Accessibility Quality Consistency Group ReRouting Tool Tactical RRPs (AOLO) Weather Assessment Awareness Usefulness NMOC Tactical Support to AOs Survey 3

4 Comments IFPU IFPU Accessibility Quality Consistency Always helpful whenever I have been in contact Good service and support Support is ok, but not always consistent Notable difference between Haren and Bretigny in consistency and response Very good IFPS service, and appreciate POSRTES for regulations or CDR closure Used the same flight plan on two different AC types and one failed and the other did not. The FP Profile difference between LIDO and EUROCONTROL FP system. The majority of the IFPU staff are very helpful and friendly and I cannot fault their professionalism and quality of work IFPS support varies between the units NMOC Tactical Support to AOs Survey 4

5 Feedback - IFPU (Group ReRouting Tool - GRRT) Awareness Usefulness Group ReRouting Tool We do not use the GRRT tool at all. We optimize all of our flight plan routes with the Sabre flight planning solution and if we cannot fix our primary route if the flight plan is rejected then we will default to the next most cost effective route presented Not familiar with GRRT We look at flight efficiency opportunities with caution Let's spread better to the AO's the GRRT project GRRT routes often not the most shortest, often has portions of ATSOCA, does not always include the full STAR, lack of PTR included in suggestions Rarely the most cost effective route offered (although it may be the shortest) Provision of a training module/video to show airline operators how to use the GRRT NMOC Tactical Support to AOs Survey 5

6 Feedback Network Headline News Network Headline News Accessibility Quality Consistency Network Headline News is vital part of the communications that NM need to have with their AO customers. It gives us the information about situation that we may not necessarily have any visibility of. It should therefore always be updated in a time and concise manner by NMOC Separate webpage for Network News / Events. It should be the focal point of the NOP Portal I do like the NM NOP Notifications on A great initiative It needs to offer more in-depth information regarding strikes. Information should include who / the expected effect, contingency plan; Questions that my Director asks It takes a while before we are informed of significant events Publish XCL / zero rate events could be quicker, avoids OCCs making additional calls to source information Better customisation News items could be better depicted, clearer and better structured NMOC Tactical Support to AOs Survey 6

7 Feedback ehelpdesk ehelpdesk Accessibility Quality Consistency The e-helpdesk is used by my ATC Slot coordinators on a daily basis I don t feel consistency of the helpdesk is a priority, sometimes we don t want a standard answer but a little explanation Are the helpdesk staff trained in customer service? Works well, but is often quicker to phone up Training on how to use the e-helpdesk would be appreciated. We have recently been told not to ask for improvement if we have average delay, but as AO we are always wanted to seek improvement where possible Very good with CTOT extensions at short notice, not as many improvements as with a dedicated helpdesk? Be more service minded We feel responses are depending on the willingness of the person behind the screen NMOC Tactical Support to AOs Survey 7

8 Feedback Telephone (NMOC) Helpdesk Telephone Helpdesk Accessibility Quality Consistency NMOC Helpdesk can be very helpful at times, but occasionally due to being so busy and with reduced staffing levels I do feel they do not give the best service possible More likely to receive improvement when calling When calling (ie/ explaining) why you need an extension you get it most of the time. With e-helpdesk it s less personal and easier to press the no button Only called a few times, but the information is what I need to reduce departure delays Be more aware of immediate closures or incidents, sometimes if we call information is not available. As first point of contact, NM should be up to date with such situations When call the helpdesk you can ask why there is no possibility of improvement or extension and sometimes get an another solution (level change, small reroute). We don t get this with e-helpdesk More resources and airlines expertise with operators having secondments to airline operations departments Better improvements for flights at A-CDM airports through better liaison NMOC Tactical Support to AOs Survey 8

9 Feedback Aircraft Operator Liaison Offiers (AOLO) AOLO Accessibility Quality Consistency The AOLOs are virtually impossible to contact. A job specification should be published. We are not aware as airlines what their job role is AOLOs should have far greater contact and communication with AOs on a daily basis The AOLOs need to get back to the job role that was originally set up to do I do not know how to contact the AOLO directly There needs to be a direct dial telephone number and an address that will be responded in a timely manner AOLO should have regular secondments to OCCs to keep themselves current to operational practices and procedures of their airline customers. If this doesn t happen how can they give the service required to both AOs or add value to NMOC? We do not know who are AOLO representatives are A phone number would be useful We need to provide more guidance to our dispatcher regard the availability of the AOLO NMOC Tactical Support to AOs Survey 9

10 Feedback Aircraft Operator Liaison Offiers (AOLO) Awareness Usefulness RRPs Similar issues to the GRRT, often not the shortest route, ATSOCA portions, missing the start of STARS, lack of PTR's etc We cannot use AOWIR if a RRP has been sent. Could this be amended, as has hindered our reroute decision making many times We would like to get more RRP Awareness Usefulness Weather Assessment I have not head of the NM weather assessment We have our own weather vendor NM Weather Assessment created by the AOLO is very useful, and is used by us like check on daily basis I may sometimes check the weather assessment just to get a heads-up Weather assessments are too general and not updated in day of in case of significant changes NMOC Tactical Support to AOs Survey 10

11 Conclusions Airlines see NMOC as the primary source of information and rely on the Network Manager to pass on details of any issues that that will signifcantly impact their operations, OCCs regularly use NMOC support functions to assist with achieving tactical operational goals (reduce additional operating costs / mitigate delay / ATFCM & A-CDM issues / request CTOT extensions etc) Airlines use a number of different ways to communicate with NMOC, with varying results and a lack of consistency across these methods is observed The continued roll-out of push / subscribe functionality across some of the key NOP Portlets (Headline News / AIM / Network Events etc) is seen as huge improvement and is very much welcomed by customers The NOP Portal as a central repository is cluttered and not user friendly, thus in need of overhaul to give simple and timely access to key operational information (in both planning and execution phases) A recognition that, for some, further training and awareness on the support functions and tools available from NMOC is required within their own organisation Accessibility to support staff (particularly the AOLO) also needs immediate improvement Quality of information and support is mostly up to the standard required by AOs, however more focus on making the information relevant to airline customers Consistency of support varies significantly depending on who you contact and when Timeliness of updates and important Network disruption information varies, as does response time to s NMOC Tactical Support to AOs Survey 11

12 Initial Actions and Next Steps Ongoing - Monitoring of GRRT, fine tuning of parameters for holistic opportunities Incumbent on AOs using GRRT should update parameters to reflect new operating costs Ongoing AOLO site visits Ongoing AOLC to address specific feedback with AOs concerned Ongoing - Collate further feedback at User Forum / via Jan / Feb NOP Portal updated in preparation of Initial Network Plan (INP) Jan / Feb First publication of INP - leading to Dynamic Network Plan (DNP) 15 Feb AOLO contacts published 15 Feb AOLC support in NMOC to address concerns, raise awareness and inform staff on AO operational service requirements Late Feb AOLO AOLC meetings established Late Feb - Training Identify gaps, communicate where packages already exist. March onwards - NMOC staff away days request for AO engagement March TBC - E-Helpdesk review with AOs / NMOC - Is it fit for purpose? April onwards : Regular improvement reviews at AOG meetings NMOC Tactical Support to AOs Survey 12

13 Thank you for your attention Any questions or comments? NMOC Tactical Support to AOs Survey 13