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Next Generation Checkpoint Analysis Tools for Modern Airport Operations Data Evangelists Security â€“ A Difficult Balancing Act The Battle Against Queues The Age of Big Data Checkpoint Analysis Tools of the Future

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Published by Global Business Media Global Business Media Limited 62 The Street Ashtead Surrey KT21 1AT United Kingdom Switchboard: +44 (0)1737 850 939 Fax: +44 (0)1737 851 952 Email: info@globalbusinessmedia.org Website: www.globalbusinessmedia.org Publisher Kevin Bell Business Development Director Marie-Anne Brooks Editor Tom Cropper Senior Project Manager Steve Banks Advertising Executives Michael McCarthy Abigail Coombes Production Manager Paul Davies For further information visit: www.globalbusinessmedia.org The opinions and views expressed in the editorial content in this publication are those of the authors alone and do not necessarily represent the views of any organisation with which they may be associated. Material in advertisements and promotional features may be considered to represent the views of the advertisers and promoters. The views and opinions expressed in this publication do not necessarily express the views of the Publishers or the Editor. While every care has been taken in the preparation of this publication, neither the Publishers nor the Editor are responsible for such opinions and views or for any inaccuracies in the articles.

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Data Dependency Modern Security Process Areas of Interest Performance Compliance Putting Insight to Work

Security – A Difficult Balancing Act

Tom Cropper, Editor

Security Leaks Brand New Technology

The Battle Against Queues

Jo Roth, Staff Writer

The Endless Wait Making it Work Measuring Success

The Age of Big Data

Jo Roth, Staff Writer

The Rise of Big Data Information Overload A Reassured Passenger A Question of Trust

Checkpoint Analysis Tools of the Future

Tom Cropper, Editor

Continuing Growth in Passenger Numbers Requires Increased Security The Role of Checkpoint Analysis Tools Increased Data

References 14

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NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

Foreword

OING THROUGH security has never been

the capabilities of security services, but also creates

a pleasant experience, but in recent years

new challenges.

it’s been refined into an exquisite form of torture.

Jo Roth will then assess some of the new

New regulations, understaffing and outdated check

technologies coming to the market, and how

point systems all send waiting times through the

these are being integrated into airport operations.

roof. In some parts of the world, it’s not unusual to

Key to this, he says, is effective analysis tools.

have waiting times of two hours or more.

Airports need information – they need it for unbiased

Part of the solution lies in the next generation of checkpoint analysis tools. These are delivering more

performance assessment and to help adapt queue management strategies.

and more information to the hands of operators

James Butler then looks at data more closely. There’s

– allowing them to more accurately assess their

a huge amount of information to unlock, but, so far,

performance, and implement key efficiency gains.

we’ve only begun to scratch the surface. He explores

Our opening article comes from Robert Schuur of Dutch firm, Point FWD. As he explains, new

how airports are using it, how they could be using it, and what barriers stand in their way.

technologies make it possible to collect more and

Finally, we look at some of the latest checkpoint

more data. By developing a tailored approach to

analysis tools on the market. We see how they are

planning and implementation, airports can deliver

delivering more information into the hands of operators

improvements across the spectrum.

and how the market could change in the near future.

We’ll then look into the background against which modern security analysis tools are operating. The demands placed upon them are changing and new technology is coming to the fore – which increases

Tom Cropper Editor

Tom Cropper has produced articles and reports on various aspects of global business over the past 15 years. He has also worked as a copywriter for some of the largest corporations in the world, including ING, KPMG and the World Wildlife Fund.

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NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

Data Evangelists Robert Schuur, Consultant Aviation & Security at Point FWD Data is becoming the most valuable currency in the world. Get an insight on what data can mean for aviation security operations.

Data Driven Life Going for a run nowadays has become close to a scientific exercise: training like a professional athlete is within reach using modern mobile or web-based applications. These applications all thrive on the data you, the amateur-professional athlete, generate. We have become used to being able to thoroughly plan and document our personal lives, whether through sport apps or smart sensors at home. Making sure you arrive home in a cosy warm house is just a couple of taps away and self-driving cars are no longer some futuristic idea. The team here at Point FWD consists of tech-savvy geeks who love this development of a more data driven life; and we love to compare our training results and share insight with each other. So how does personal data analysis from your fitness apps relate to the next generation of data analysis tools in aviation security? The analogy is in insight: data enables you to make decisions based on facts instead of a gut feeling or a hunch. Instead of thinking “I did great in training today”, you can measure how effective the training was and what segments can be improved. Furthermore, improvement over time becomes tangible – it can be visualised and shared with peers or other running enthusiasts.

Next Generation Checkpoint Analysis Tools for Modern Airport Operations From our extensive consultancy work around the world we have gained a very important piece of insight: if you have seen one airport, you’ve only seen one airport. Meaning every airport is unique and has its own ecosystem of procedures, manufacturers, security companies, layout, demographics etc. This realisation has been a tremendous driver in our business creating tools that are easily customizable and modified to fit the local situation. Everything is developed in-house, which means changes can be realised almost overnight in most cases

So, there is no single answer to the question: “what is the next generation checkpoint analysis tool?”. In our eyes, the question should be asked in a broader way: How can airports benefit from comprehensive and thorough security checkpoint data analysis?

Data Dependency Point FWD is an unbiased and self-supported consultancy firm that does not manufacture products that are part of the aviation security product chain. This means that, for our analysis tools, we are dependent on the data that is already being generated: luckily security equipment such as x-rays, walk-through-metal– detectors and conveyor systems not only enable airports to screen passengers and their luggage for prohibited items, but also generate a high volume of valuable management data. Valuable when you know what to do with it: and that is where our strength lays.

Modern Security Process Let’s consider what is currently thought to be a modern security process. With our offices being in the vicinity of one of the most innovative airports – Amsterdam Airport Schiphol – we will use this as an example. Schiphol has recently renewed its airport-wide security lanes with brand new beautiful Scarabee ATRS lanes including Optosecurity remote x-ray analysis and the L3 Provision 2 as a primary means of passenger screening. We consider these lanes to be “modern passenger security lanes”. The equipment described above, combined with local procedures, unequivocally shows an airport specific ecosystem. A data analysis tool for Amsterdam Airport Schiphol would, therefore, always be unique to that situation.

Areas of Interest Due to both the increase of passenger numbers over recent years and the expected growth in the forthcoming years, improving or maintaining the WWW.AIRPORTTECHNOLOGYREPORTS.COM | 3

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The team here at Point FWD consists of tech-savvy geeks who love this development of a more data driven life; and we love to compare our training results and share insight with each other A COMPREHENSIVE PERFORMANCE DASHBOARD

operational efficiency of security filters becomes a key objective for airport managers. To have in-depth information at their disposal at every part of the security process enables fulfilment of this objective. Security analysis tools can be classified into two categories: performance and compliance.

Performance For the majority of airports, operational performance of their security checkpoints is of prime importance and passenger throughput rates as well as process times are vital KPIâ€™s on which decisions and contracts are based. The security process can be broken down into 5 measurable sub processes: divesting, PAX check, BAX check, reclaim and recheck. The valuable data-driven insights that can be gained from these sub processes in modern security filters are numerous and for every airport the most valuable insight will depend on their priorities. Modern security lanes enable the analysis of a wide range of data points. Insight on, but not limited to: passenger throughput rates, occupancy of divest areas, average divest time, average reclaim time, average re-screen time,

IN-DEPTH ANALYSIS & IMPROVEMENT DASHBOARD

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reject rates of BAX, reasons for rejects etc. But also information on: die-back occurrence, lane starvation, workload of recheck agents and effective workload of x-ray operators. The correct interpretation of the generated data however is the foundation on which all data analysis tools are built. We take great pride in being skilled in what we do. We consider this the special ingredient of our company. Therefore, we choose not to share in-depth how we analyse and manipulate the readily available data.

Compliance Quality control checks are performed in various manners in aviation security. Covert testing of security checkpoints with mock passengers and observations are commonly used. Threat Image Projection (TIP) is widely accepted and regulated as a quality control measure for X-ray operators. It projects a fictitious threat item in the image of an X-ray operator, who in turn has to act according to procedures. Being able to see within one screen the total population of your operator pool, their performance as a group and their personal performance can help give specific training and increase quality and security.

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

THE TIP COMPLIANCE TOOL ENABLES GROUP AND INDIVIDUAL INSIGHT INTO X-RAY OPERATOR PERFORMANCE

Putting Insight to Work Enabling all layers of your organisation to utilize the gained insight and take actions when needed is the most significant future gain from security operation analysis tools. From supervisors within the security filter to high level management, everyone can benefit from comprehensive data analysis dashboards and tools. Reacting adequately to evolving situations (e.g. a peak in Image Per Passenger) can justify the deployment of an extra re-check agent during a shift which can ensure smooth operations and satisfied passengers. Moving up the management chain, operational managers can keep track of planned KPIs and, when required, start improvement projects, utilising data handling tools to monitor the impact of implemented changes. Airport managers can get a comprehensive overview of operational performance compared to planned and budgeted performance. It all comes down to realising that practically any electronic device within your security checkpoint creates data. This incredibly valuable data can and should be used to better understand and improve security checkpoints worldwide.

Contact +316-55736223 Robert@pointfwd.com Stationsplein NO 336, Gebouw 144, 3rd floor, 1117CK Schiphol, The Netherlands

Being able to see within one screen the total population of your operator pool, their performance as a group and their personal performance can help give specific training and increase quality and security

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Security – A Difficult Balancing Act Tom Cropper, Editor Why airport operators need a system which can improve passenger experience while also making them safer.

Airport operators naturally take great pains to ensure security processes are as tight as possible, but that can also lead to more problems

ECURITY IS a vital balancing act for every airport. Passengers hate waiting in line – they complain especially if they feel certain security measures may not be necessary. But at the same time, when things go wrong, the airport operator quickly comes under fire.

Security Leaks Take, for example, Heathrow Airport, which faced questions after a reporter smuggled a fake gun through checkpoints. As part of an investigation into airport security, to mark the anniversary of 9/11, a team from Meridian Television1 hid a replica gun in their hand baggage on a total of three flights. Although the security scanners should have clearly shown the outline of the gun, it failed on all three occasions. The result – a great headline for the papers, and a real PR headache for the airport. In avoiding such headlines, airport operators naturally take great pains to ensure security processes are as tight as possible, but that can also lead to more problems. Passengers at Atlanta Airport suffered serious delays as a security line was closed to allow the installation of new systems2. Ironically, this was for a new expedited security system which is intended to reduce delays, but it highlights the dilemma airport operators face. On the one hand they must counter the growing threat of terrorism with tighter and more secure processes, but on the other they must reduce waiting times at security. They are two seemingly counter-productive goals and for the most part, it’s been impossible to offer both. Since 9/11, airports have come under pressure from two quarters. Every time a weakness in security processes is identified, regulations become tougher. For example, in 2006 terrorists hatched a plot to detonate liquid explosives on board seven airliners travelling from the UK to the US and Canada. The plot was foiled, but it led to a rash of new restrictions on what can and can’t be taken on flights. Since then waiting times at

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airport security have grown considerably. Across the USA new regulations have seen waiting times increase by 80%3. Passengers have been known to be waiting for over three hours and hundreds of passengers spent so long queuing that they missed their flight. Small wonder, therefore, that passengers list security waiting times as the biggest drag on their experience. Increasingly, airports are judged on metrics such as waiting times, and customer satisfaction. It can be tempting to point the finger at regulations, but the key to bringing waiting times down – without impacting security – lies in the use of technology.

Brand New Technology In recent years, airports have invested millions in security check point systems. In 2011, IATA released its Checkpoint of the Future project. The program was motivated by a desire to change a vastly outdated security check point system. New regulations had demanded new processes which had been bolted onto existing systems. It was a one-size-fits-all approach which was no longer practical for modern aviation. Instead, they envisaged a world in which resources are focused on those areas which have the highest risk. Customer information could be used to identify those passengers who were low-risk and enable them to be processed on an expedited basis. Using biometric data embedded in the passport or travel documents, passengers could be sorted into three categories: normal, trusted passenger and enhanced security. At the time, Giovanni Bisignani, IATA’s Director General and CEO, summed the issue up well: “Today’s checkpoint was designed four decades ago to stop hijackers carrying metal weapons4,” he said. “Since then, we have grafted on more complex procedures to meet emerging threats. We are more secure, but it is time to rethink everything. We need a process that responds to today’s threat. It must amalgamate intelligence based

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

on passenger information and new technology. That means moving from a system that looks for bad objects, to one that can find bad people.” The Checkpoint of the Future project has since morphed into the Smart Security program as it moves into the next phase of development. Known Traveller programs are available in some countries which allow those ranked as trusted to skip the long security check-in queues. Features such as automated gates, and biometric screening will soon create a more streamlined process to move passengers through security checkpoints more quickly. Remote image analysis stations will allow security personnel to screen bags away from the check-in desk, while new advanced scanning technology is coming which could scan liquids and gels for explosives. Airports around the world are testing advanced scanners which could soon allow passengers to return liquids to their bags. The project brings together work from all parties including developers of new technologies, governments and airport operators to deliver change. Heathrow, Amsterdam and Hamad International Airports are among those which have already tested the systems.

The result is that change is coming quickly and a host of new systems are becoming available or are in development. Such change comes because upgrading security is now more than just a safety concern – it’s a commercial imperative. Today’s airline passengers have more choice than ever and as a result they expect more. They want the best of all worlds – perfect security with shorter waiting times - and are willing to choose those airports which offer the best experience. This helps to change the attitude of airport operators. Security becomes something which is no longer a necessity, but a point of competition. If you can show that your waiting times are going down, and that your security processes are safer, more convenient and more comfortable than a competing airport, passenger will – where possible – choose you over the competition. The amount of money being invested in security process is motivated, therefore, not just by a desire for added safety, but a commercial imperative to outperform the competition. It could be this, as much as anything else, that sees a real change in security systems over the next few years.

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The Battle Against Queues Jo Roth, Staff Writer Airport operators are turning to the next generation of security checkpoint analysis tools to drive down waiting times and improve the safety of passengers.

The summer of 2016 is proving to be a year of record waiting times in the USA – a perfect storm of rising passenger numbers, inadequate planning and new strict security measures

IRPORTS AROUND the world are fighting an ongoing battle against queues. The trouble is, it’s often a battle they are losing. New thinking is driving change with fresh systems and technologies being deployed to enhance security while reducing waiting times. However, all this costs money and is fraught with risks, which is why the next generation of security checkpoint analysis tools can be so important.

The Endless Wait The summer of 2016 is proving to be a year of record waiting times in the USA – a perfect storm of rising passenger numbers, inadequate planning and new strict security measures. Waiting times have increased to two hours or more in some of the larger airports; it’s spawned a hashtag #Ihatethewait; and even a fresh new industry. Mobile apps can let you know how long the wait is going to be, and private screening firms are claiming to offer faster and more efficient services. The blame for this is being laid firmly at the door of the Transport Security Administration. Last year it was in trouble after failing 95% of airport breach tests – results which prompted its acting head, Melvin Carraway to resign5. This time, the focus is on waiting times with several major airports, including airports in New York and New Jersey warning the TSA’s time may be up. In a letter they wrote: “The patience of the flying public has reached a breaking point... we can no longer tolerate the continuing inadequacy of TSA passenger screening services6.” The TSA has taken measures to address the situation; they’ve announced more staff, more facilities, and the introduction of TSA pre-screen. This is an expedited screening service which provides its members with a known traveller number and allows them to go through reserved pre-screened lanes intended for those travellers identified as low risk. It’s very much in line with other trusted traveller programs around the world. They hope to offer an expedited service

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for certain people identified as low risk and that, consequently, it will have a further reduction on other lanes.

Making it Work The trouble is – so far it has not been a universal success. Uptake has been disappointing and waiting times remain long. The program has fallen way short of its goal of enrolling 25 million passengers and it is also being blamed for many of the problems. With such disappointing uptake, the TSA is devoting a disproportionate amount of resources on a relatively small number of people. There are also questions about its value for the pre-screened passengers. It can be expensive and there is no guarantee you will get a faster service. The TSA reserves the right to take passengers out for further enhanced security checks if they choose. Even if you are a pre-screened passenger, there is no guarantee you’ll get a great service. In some places, as uptake grows, waiting times in pre-screened lanes have also been increased. An ongoing study into waiting times proposes creating a model to analyse the impact of prescreening on waiting times7. As it states, the more people choose pre-screening, the longer the wait in the reserved lane becomes. The new service takes resources away from existing services which can have various effects on waiting times. By analysing the true performance of the system, a clear idea of how it is performing can be achieved. TSA Screening is not the only new system coming to market. Around the world airports are introducing new systems and technologies designed to reduce lines. Atlanta Airport, for example, is trialling a new roller system which allows more passengers to put their belongings in bins at the same time. They can then step over for body scanning while their containers pass through X-Ray machines. It’s designed to reduce the impact of single file bottlenecks and push passengers through more quickly8. At Schiphol Airport in Amsterdam an auto scan system performs an initial assessment of

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

the tray contents, and only displays an image for the operator if it detects something suspicious. If there is a problem, it can be taken off to one side for further scanning and examination. It means fewer images for the operator to check and fewer hold ups for false alarms. It’s all part of the Schiphol Security Experience, which aims to reduce or eliminate processes which are cumbersome or unnecessary. One of those unnecessary, or at least unpopular, processes is the banning of liquids from passenger bags. Airports around Europe are using a new technology which can scan liquids for explosives. The scanner, developed by Cobalt Light Systems, uses lasers to obtain a ‘fingerprint’ of the liquid and to check for any explosives. They boast a low false alarm rate of 1%9.

Measuring Success Such new technologies are very welcome and encouraging. But as the problems with TSA pre-screening prove, they do not guarantee success. New procedures can easily cause more problems than they solve if they are not properly assessed and analysed. Take the introduction of full body scanners, for example. These were introduced to provide enhanced security imaging and to reduce queues. They failed at both while passengers complained about the overly revealing nature of each image. Airports are strapped for cash and operate on

extremely thin profit margins. Any new system represents an operational cost and also a risk. New security systems need to be able to deliver clear metrics demonstrating the performance of the systems and compliance with regulations. Security measures are becoming tighter and more demanding with each new threat that comes to light. Every attack or foiled attack seems to spawn new measures which can further increase the pressure on security services – and, as such, see waiting times pushed higher still. Airports need to be able to prove that every new system intended to reduce queues can also deliver the maximum security regulators demand. Airports also need to be able to measure and assess activity at their security checkpoints to show them if a system is working well, if their targets are being met and how they can be improved. In turn, this data can be collected and used for promotional purposes to demonstrate how the airport is successfully bringing down waiting times. Fresh challenges bring new thinking. Airport operators have risen to many challenges over the years, but the combined issues of safety, passenger satisfaction and increasing traffic will be difficult to reconcile. How successful they are at improving the passenger experience at the check-in desk will be crucial to the fortunes of airports.

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The Age of Big Data Jo Roth, Staff Writer New technical additions to the passenger experience often make the headlines, but one of the most significant developments comes in the way airports handle their data

The world is creating more data every year. In fact, around 90% of all data ever produced appeared within the last two years

UMBERS MAKE the world go around. They are clear, concise and tell nothing but the truth. As such, they represent a valuable commodity to the aviation industry – one which can help improve the passenger experience and deliver a clear competitive advantage.

The Rise of Big Data The world is creating more data every year. In fact, around 90% of all data ever produced appeared within the last two years. Much of this – estimated at around 30% – contains potentially valuable data. However, only 5% of this data is being collected and analysed. For airports, this represents an enormous missed opportunity. Andrew Schmahl of Booze & Co states: “Big data methods – analysing and monetizing these “sleeping giant” data sets – may be the key to creating more efﬁcient and productive airports10.” Many industries have been highly effective at using data. UPS uses big data to provide real time information and services to its customers. Others are using it to analyse data, assess performance and deliver real operational improvements. It can be used to produce unbiased fact-based information, based on clear data to replace intuition, opinion and gut feel. Airports are beginning to appreciate the value of big data. The owners of Dublin and Cork Airport, for example have developed a new mobile app for IOS and Android which delivers a range of information direct to passengers, such as information about parking, the time to clear security, aircraft tracking and information about restaurants and shops – all these help passengers plan ahead, improve their overall experience and generate revenue. Indeed, revenue generation has so far been the area to attract the most attention, with airports tracking customers’ purchase history and, in some cases, movements around the terminal, to understand buying behaviour and improve the effectiveness of their marketing strategies.

Information Overload However, it’s in analytics where the real benefits 10 | WWW.AIRPORTTECHNOLOGYREPORTS.COM

could be realised. Passengers are generating more and more data and, thanks to the growth of mobile phones, for example, it’s becoming easier to collect. Airports are introducing services which can track mobile phone signals of individual customers as they pass through the security checking area. This provides them with detailed real-time information about how long it is taking people to pass through. This can be displayed on screens or delivered to mobile apps to inform customers about the current estimated time to clear through security lanes. This has a range of benefits. It makes passengers happy because it provides them with more information about what’s happening and what they should expect. One of the biggest causes of frustration for customers is the issue of not knowing. If they know the waiting time is going to be an hour, they can, at least, make plans, and they have an end point in view. This in turn translates to a happier customer which, in turn, translates to improved revenue performance for the airport. For one thing, a quick security process increases the average amount of time passengers spend in the shopping area beyond the security checkpoints. Once inside this so-called ‘magic hour’, passengers have very little to do, except shop and buy. They’re already on holiday, which means they are instinctively more open to making purchases. Studies have shown that satisfied customers are not only likely to return to an airport, but they spend 45% more once they are there. As John Jarrel, head of airport IT at the Amadeus IT Group said, “happy airports make more money”, and this can be crucial11. The desire for affordable and accessible air travel means margins in the aviation industry can be wafer thin. Despite rising passenger traffic over the past few decades, prices have fallen a little, which means supplementary income from activities such as retail are becoming ever more important to an airport’s survival. This data can also be used by airports to monitor traffic, spot where bottlenecks are occurring and deploy services accordingly. If new systems have been introduced to improve the throughput of passengers, this data can provide

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

firm, quantitative and unbiased data about how they are performing. You’re not relying on personal opinion or a hunch – it’s right in front of you in clear number form.

A Reassured Passenger However, there is one big obstacle to the use of data for airports – the passengers themselves. According to a 2015 study from the Digital Catapult – an organisation devoted to the development of ideas in digital – 60% of customers admitted that they were uncomfortable sharing data with business. Approximately 14% said they refused to share any data whatsoever12. People are uncomfortable having their buying behaviour monitored, they do not trust companies to use it well, and they are worried about the security of any personal information. This can be understandable – you don’t have to look too far before you come across a story about large companies mislaying key customer data. Take the example of Barclays, which in 2014 admitted customer data had been stolen and sold13. Security concerns are real and valid, and for all the attempts being made to improve security processes, hackers and data thieves are also evolving their plans of attack.

A Question of Trust To truly unlock the potential of data, airports will need the co-operation of the passengers themselves. They will need their permission and their participation. For that they need to see

clear benefit for themselves in sharing data. That means something which can clearly improve their passenger experience rather than something which appears to have been used only to wring more money out of them during their stay. When Helsinki Airport became the first to raise the idea of tracking passengers’ mobile phones they had trouble convincing the world that their intentions were benign. While they tried to reassure the public that personal data would not be stored, and that their aim was to monitor traffic through the terminal in order to reduce overcrowding, it was difficult to reassure passengers that all personal data would be safe – and that it would not be used for commercial purposes. Projects such as mobile apps which deliver more information directly to customers have a powerful role to play. These put the information at the disposal of the client. This information can also be used by the airport for their own analytics, but giving customers something tangible to hold on to, makes it much more likely that they will consent to the use of their data. We have only really scratched the surface of what big data can offer the world of aviation. Airlines are only now realising how it can be incorporated into their operations, and how to sort through the vast quantities of data until they find something of use. The amount of data becoming available is also growing continuously. This has opportunities in that there is more information, but, equally, there is also much more noise to cut through.

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Checkpoint Analysis Tools of the Future Tom Cropper, Editor The next generation of security checkpoint analysis tools opens up a whole world of opportunities to improve security efficiency and reduce waiting times.

It’s all about expediting the process, reducing queues, processing more people faster and reducing one of passengers’ most stressful experiences

HERE IS an old saying: ‘you can’t please all of the people all of the time’. For airport security operatives, that certainly seems an impossible task. They have to balance the needs of different parties, which often fly in the face of one another, not the least important of which are the requirements of legislation. With each terrorist attack – or attempted attack – the government makes moves to improve security provisions. Media scrutiny is growing with newspapers constantly looking to expose holes in the system. Meanwhile, passengers find themselves undergoing increasingly invasive and time consuming procedures just so they can board an airplane. The operators therefore have a difficult balancing act. On the one hand they must ensure compliance, and on the other they must reduce the waiting times for passengers. At the same time, they must balance the ongoing issue of tight finances and wafer thin profit margins.

Continuing Growth in Passenger Numbers Requires Increased Security All of this means that these are good times to be a developer of airport security technologies. Customer demand, and programs such as IATA’s Smarter Security (formerly Checkpoint of the Future) create an enormous push to bring in new apps, products and systems. According to a recent report, the global airport securities market is expected to grow by a CAGR of 7.4%14 between now and 2020. It states that growth will be spurred by a number of factors such as growing 12 | WWW.AIRPORTTECHNOLOGYREPORTS.COM

passenger volume, particularly in the Middle East. IATA’s own forecasts expect passenger numbers to grow at around 4% per year between now and 2035. By then we could be seeing seven billion15 people travelling each and every year. On top of that, airport security requirements are growing along with the rising security threat, old systems need replacing and ongoing aftersales support will also increase.

The Role of Checkpoint Analysis Tools Key to this will be an evolution in checkpoint analysis tools. These provide increased data about compliance, can help operators reduce queues and provide customers with more options and information which can improve their overall travelling experience. We are witnessing a significant shift in attitude – one in which airports start to see security as a key point of difference. It’s a service instead of a necessity and for the first time is becoming something on which they can compete. A vision of the future comes from Amsterdam Schiphol whose security checkpoints are little short of revolutionary. They have been made wider with capacity for more people to deposit their belongings in trays at a certain time. Trays are scanned and if there’s a questionable result, they can be tagged with a Radio Frequency Identification Chip and set aside for further testing. Once passengers have finished, they go into a recuperation area which allows them to regather all their belongings, replace liquids and move on.

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

Design and aesthetics are as much a feature of this desk. It has been finished in white and wooden shades, white panelling, natural light and greenery to create a place which is pleasant to be in. That’s the first thing that strikes you about the environment. While it offers superior function, it is a pleasant place to spend your time – something which can be key to overall customer satisfaction ratings. It’s all about expediting the process, reducing queues, processing more people faster and reducing one of passengers’ most stressful experiences.

Increased Data The modern airport generates a huge amount of data. X-ray screening, baggage screening, conveyor belts and body scanners all create information on passengers, traffic and threats. Operators can see how many people are moving through the airport, what the rate of threat detection is and how many false alarms are being generated. They can see how long it is taking individual passengers to pass through each checkpoint, where bottlenecks are occurring and where more resources need to be deployed. There is also more information on the type of traveller coming through the terminal. Biometrics can tell you more about who they are and how often they travel, which can help airports draw up a profile of which passengers should be considered the highest risk. As these passengers carry increasing amounts of technology, such as mobile phones, the movements of individuals through a terminal can be tracked. Such

systems, though, can be controversial. Reports that Dublin Airport had sensors installed to track passenger phone signals caused concern in the press. Although their stated aim was to ensure passengers spend no longer than half an hour in queues, the system has inevitable implications for privacy. However, as passengers become comfortable with systems and see the benefits, the more likely it is more airports will invest in more such systems. The future is likely to see airports collecting more information about their customers, and a greater variation in the nature of security checkin desks. Security is becoming a selling point – a service that they can deliver to passengers and a way they can demonstrate an edge over their competition. Checkpoint analysis tools will need to collect all this information and present it clearly in a way that can be easily understood. Point FWD’s tool is a case in point. They have developed a system which adapts to the individual characteristics of any given airport. It delivers metrics which can be clearly presented and analysed in Windows via computer or tablet. It can show everything from passenger throughput times to threat detection, individual operator performance, false alarms and much more. Moving into the future, the only certainty is that we will be witnessing much change and evolution. Airports are devoting more resources to their security systems which means checkpoint analysis tools will have to move with the times. Technology produced today will have to cope with technology produced tomorrow. WWW.AIRPORTTECHNOLOGYREPORTS.COM | 13

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

References: 1

Heathrow Security Staff Let Gun on Board Plane: http://www.dailymail.co.uk/news/article-136936/Heathrow-security-staff-let-gun-aboard-plane.html

Passengers Face Long Wait: http://ktla.com/2016/05/13/passengers-face-long-wait-insane-tsa-airport-security-lines/

Why Insanely Long Waiting Times Are Likely the New Normal: http://www.wnyc.org/story/isanely-long-airport-wait-times-likely-new-normal/

Is this the Checkpoint of the Future? http://edition.cnn.com/2011/TRAVEL/06/07/checkpoint.of.the.future/

TSA Chief Ousted: http://www.dailymail.co.uk/news/article-3106744/U-S-homeland-security-chief-reassigns-TSA-official.html

TSA Warned Flyersâ€™ Patience at Breaking Point:

http://www.cbsnews.com/news/tsa-airport-security-lines-long-wait-time-port-authority-of-new-york-new-jersey/ 7

Passenger Waiting Times:

http://create.usc.edu/researcher/amy-ward/projects/passenger-wait-times-screening-airport-measuring-modeling-and-analysis 8

New Airport Screening Process: http://www.newsmax.com/Newsfront/airport-security-wait-time/2016/05/26/id/730887/

Liquid Explosives Detection: https://www.cobaltlight.com/products/insight100series/

Putting Big Data to Work: http://www.strategyand.pwc.com/reports/big-data-work-airports

Happy Airports Make More Money:

http://www.amadeus.com/blog/27/03/happy-airports-make-money-satisfied-passengers-spend-45-airport-retail-purchases/ 12

Distrust in Personal Data: https://www.digitalcatapultcentre.org.uk/distrust-in-use-of-personal-data-could-hinder-business-growth/

Barclays Commercial Data Stolen and Sold: http://www.bbc.co.uk/news/uk-26106138

Global Airport Security Market:

http://homelandsecurityresearch.com/2015/03/Global-Airport-Security-Technologies-Industry-and-Markets-2015-2020 15

Seven Billion: http://www.iata.org/pressroom/pr/Pages/2015-11-26-01.aspx

14 | WWW.AIRPORTTECHNOLOGYREPORTS.COM

NEXT GENERATION CHECKPOINT ANALYSIS TOOLS FOR MODERN AIRPORT OPERATIONS

Notes:

16 | WWW.AIRPORTTECHNOLOGYREPORTS.COM

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