Seminário Transporte e Negócios Groundforce Portugal

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Noel Winfred Clark
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1 Good Morning!

2 Seminário Transporte e Negócios Groundforce Portugal Porto, 22 de Outubro de 2015

3 Overview We are the national leading ground handling services provider, present in the Airports of Lisbon, Porto, Funchal and Porto Santo, with 65% market share and over 40 years of experience. We have a strong and complete set of skills, distinctive in any area of the globe, and we are able to meet your needs with customizable, efficient and ideal value for money services. since. We are internationally certified in the most relevant categories, having lead the way in some of them and remaining forward ever

Overview Key Figures (2014) Flights handled (mvts.) 163.802 Passengers handled 16.700.

4 Overview Key Figures (2014) Flights handled (mvts.) Passengers handled Cargo Handled (ton.) Permanent Staff Customer Airlines Over 150 Training Sessions 1940

5 Vision and Mission Our Vision To be the most trustworthy handling services provider, offering its clients high standards of Service Quality. Our Mission -quality services provider, operating in a modern and competitive society, in which is critical satisfying all the Stakeholders: To guarantee its customers a high standard of satisfaction and consistency of services; To develop, to train and to motivate its People; To contribute for a better World through its Social Responsibility policies; To deliver value to the Shareholders through an income-producing Company and to prepare for the future based on the Sustainable Development principles.

6 Organization Company Structure Board CEO COO CFO Legal Affairs Brand & Communication Safety and Inspection Lisbon GSE Management and Engineering Audit, Organization and Quality Commercial Human Resources IT Financial Porto Madeira (Funchal) Porto Santo

7 Quality Policy To Groundforce Portugal, Quality means: - - To continuously improve service quality and customer satisfaction and maximize process efficiency; - Complying with the Quality standards agreed upon with the customers. The standards are constantly monitored with the aim of supplying information for the revision of the Quality System and the Quality goals. Service Quality Key Indicators (2014): Baggage delivery time (minutes) First Bag 14 Last Bag 25 Passenger Satisfaction 92% Bags Left Behind (1000 Pax) 2 Punctuality 95%

8 Awards Our Customers and other independent entities have distinguished us with the following awards: EXAME Magazine 10 th Best Company to Work (2014) 3 rd Best Large Company to Work (2014) Ground Handling Intl.: Ramp Safety Award Europe Gothenburg APG, 2014: British Airways, 2014: Air Nostrum, 2014: Porto recognized Best Station 2014 Thomson Airways, 2014: Air Nostrum, 2013: Porto recognized "Best Turnaroud Station 2013" Sunwing, 2012: Porto recognized "Best Network Station 2012" Air Nostrum, 2012: Porto recognized "Best Turnaroud Station 2012" Thomson Airways, 2012: Funchal and Porto Santo "Station with the best service quality" Monarch, 2012: Funchal and Porto Santo awarded "SPH Champions" United Airlines, 2012: "United Airlines Silver Award" Emirates, 2012:

9 Safety & Security Safety and Security are always first Groundforce Portugal is ISAGO certified since We have a well established risk control system, based on the following documents: - Risk Assessment Manual - Protective Equipment Manual - SERM - Safety and Emergency Response Manual - SHEM - Safety, Health and Environment Manual We daily coordinate with airlines and airport entities to ensure that all the safety procedures are taking place to guaranty the safe operation of the aircrafts. Groundforce Portugal is committed to provide the highest security standards for passengers, staff, airport partners and suppliers at all airports and facilities where we are present. Security procedures in force are being evaluated continuously in order to refine processes capable of delivering improved security services.

recognizes and encourages, in all of its business processes, the

10 People Do Excellent, Show Excellence Groundforce Portugal is proud for its practices in People Management and promotes, recognizes and encourages, in all of its business processes, the systemic integration between the Employee, the Citizen and the Individual.

11 Our Services

12 Our Services We provide solutions for every service, on the ground, for the aviation business. Ground Handling & Cargo Management Facilities Passenger Services Ramp and Baggage Services Load Control, Communications and Flight Operations Cargo and Mail Warehousing Services Support Services Representation, Supervision and Co-ordination VIP Lounges Personalized Assistances Specialized Services Consulting Training GSE Management and Engineering

13 Our Services Passengers - Passenger check-in - Through check-in with most airlines via Edifact links - Security screening - Excess baggage collection - Lost and found (baggage facility) - Passenger boarding and disembarking - Irregularity handling - Quick Transfers - Customer Service Desk

Our Services Ramp and Terminal - Baggage loading and unloading - Baggage collection and delivery - Cargo and mail loading and unloading - Baggage sorting in

14 Our Services Ramp and Terminal - Baggage loading and unloading - Baggage collection and delivery - Cargo and mail loading and unloading - Baggage sorting in terminal - Pushback, towing and repositioning - Air start, ground power, cabin heat and ACU - Aircraft cleaning - Toilet and water services - GSE maintenance - Supervision

loading - Import clearance - Freight sales and freight deliveries -

15 Our Services Cargo Services - Warehousing - Cargo acceptance - Customs entries - Cargo transfers - Sorting - Pallet build and break - Aircraft loading - Import clearance - Freight sales and freight deliveries - Document control - Mail handling - Values and dangerous goods handling - Express service

A moment between the sky and earth where the passengers have

16 Our Services Lounges Groundforce has developed the Blue Lounge project in order to directly operate VIP Rooms in airports. A moment between the sky and earth where the passengers have access to an exclusive environment while waiting for their flights.

Our Services Personalized Assistances The Personalized Assistances service is meant for Passengers with high standards in terms of comfort, discretion and time management -

17 Our Services Personalized Assistances The Personalized Assistances service is meant for Passengers with high standards in terms of comfort, discretion and time management - regardless of airline or ticket class. We offer you a wide range of services that aim to make the Passenger's experience at the airport the most enjoyable, relaxing and efficient.

18 Our Services Specialized Services Groundforce Portugal has an internationally recognized experience in project management, consulting and training, supported by professional and experienced staff members, always regarding the market and its customers' needs. We are prepared to endeavor the business model that best suits each situation, each airport and each country. Contract management - Full or partial operational management Training Services Loan Management Consultancy Services - Professionals loan for management functions or collaboration in specific areas - Process definition and implementation (administrative and operational) - Quality processes and certification support - Different training solutions (operational processes, equipment, systems and technologies, and so on)

Our Services Professional Training With the experience, professionalism and know-how of our staff, we believe that we can make a fundamental contribution to training in Ground Handling.

19 Our Services Professional Training With the experience, professionalism and know-how of our staff, we believe that we can make a fundamental contribution to training in Ground Handling. Groundforce Academy was created in 2006 as a professional training centre which provides a vast range of courses in the various areas of the Handling sector: Passenger Handling: Check-in and boarding Passenger Handling: Reception Load Control Cargo Handling Ramp Handling Baggage Handling Airside Safety Security Dangerous Cargo IATA (All Categories) Cargo Handling: Live Animals Human Factors

Maintenance contracts management - Equipment hire management - Transport arrangements

20 Our Services Equipment Management and Engineering - Equipment planning for operational and maintenance purposes - Equipment assessment and inspection - Asset management - Maintenance contracts management - Equipment hire management - Transport arrangements management - Equipment specification (pre-purchase) - Refurbishment of used equipment - ULD management

International Experience We are ready to work in any area of the globe with a team of skilled consultants, with experience in several cultures, business models and specific requirements Morocco

21 International Experience We are ready to work in any area of the globe with a team of skilled consultants, with experience in several cultures, business models and specific requirements Morocco Angola Mozambique Brazil Station Management Guinea-Bissau Consultancy Training Station Management Quality Corporate Services Operations GSE Management and Engineering IT Systems Corporate Services GSE Management and Engineering Corporate Services Operations Nigeria Training

22 Customer Expectations

23 AIR CARGO : Customer expectations? (compared with other means of transport) CARGO SECURED & SAFE CARGO ON TIME

24 AIR CARGO : Customer expectations? SWIFT HANDLING

25 Key Factors?

26 AIR CARGO: Key Factors SWIFT HANDLING Suitable Airport infrastructures and services for Air Cargo Handling (both Aircrafts and Trucks)

27 AIR CARGO: Key Factors AIRPORT CARGO COMMUNITY Individually, we are one drop. Together, we are an ocean. - Ryunosoke Satoro Gather all Cargo players and create an Airport Cargo Community/Committee

28 AIR CARGO: Key Factors SWIFT HANDLING Suitable Airport infrastructures and services for Air Cargo Handling (both Aircrafts and Trucks) Privileged and dedicated accesses for Aircraft and Truck Operation Dedicated parking positions for freighters, preferably near Cargo Terminals Provide adequate slots for Cargo Operation (if applicable) Invest in proper structures (suitable for Air and Truck Operation), with efficient intermodal interfaces Attractive Airport Taxes for all Cargo Agents: Handlers, Airlines and Forwarders

29 AIR CARGO: Key Factors FOCUS IN SPECIAL CARGO Temperature Sensitive Product Pharma Perishable

30 AIR CARGO: Key Factors FOCUS IN SPECIAL CARGO Live Animals Handling

31 AIR CARGO: Key Factors FOCUS IN SPECIAL CARGO Special Operations

32 Towards efficiency

Cargo 2000 (C2K). C2K developed a system of shipment planning and performance monitoring for air cargo based on common business process and milestones definitions.

33 Cargo 2000 (C2K). C2K developed a system of shipment planning and performance monitoring for air cargo based on common business process and milestones definitions. Today 800,000 shipments Airport-to-Airport monthly. Through industry collaboration, C2K provides the end to end standard process and quality management to continuously improve the value of airfreight for our customers.

34 Cargo 2000 (C2K) What is C2K providing to members today? methodology A tool to provide enhanced track & trace functionalities, including management of irregularities, and proactive alerts in case of deviation from transport plan A tool to define, improve and standardize internal processes following best practice recommendations and define common processes and procedures with industry partners in the supply chain including facilitation of standard SLAs A tool to prepare for implementation of paperless transportation processes such a efreight/e-awb C2K was developed with paperless Cargo in mind Groundforce Portugal is Cargo 2000 GOLD MEMBER

35 Cargo 2000 (C2K)

36 Groundforce Air Cargo Focus Group

37 Information Technology (IT)

38 Information Technology (IT) Working Together with International Players Groundforce is partner of Eurosky project, a research project, partly-funded by the European Commission, to develop a Single European Secure Air-cargo Space EUROSKY will deliver a high impact programme for improved air-cargo security and facilitation to safeguard international supply chains and the security of citizens whilst fostering international co-operation and a broad stakeholder engagement from all segments of the industry. EUROSKY brings together 22 partner organizations, representing a broad cross-section of the European air cargo and research sector, in a user led consortium capable of providing solutions for by industry.

39 Information Technology (IT) Working Together with International Players Rapiscan: profiling cargo accepted, in order to develop a an enhanced screening algorithm Objective: decrease number of black spot alarms; DARC ALARM: Term invented by Rapiscan that means Dense Area Recognition Capability Rapiscan: detection systems Groundforce Project: IT system that support E-CSD

40 Information Technology (IT) CSD: Consignment Security Declaration Why E-CSD? An electronic certificate comprised in a FWB message Paperless strategy Cost reduction Tracking (who secured what consignment, how and when) Several Layers of information (Security Departments or Authorities can view in real time copy of screened image) Can be printed out from the electronic message, to be used within players that do not have a compatible IT system

41 your future is to create - Abraham Lincoln Thank you!

Our people and processes backed by industry leading technological solutions have made us the benchmark for cargo handling standards in India

Our people and processes backed by industry leading technological solutions have made us the benchmark for cargo handling standards in India Menzies Aviation Bobba Bangalore Pvt. Ltd. Page 1 Brief History