This was a challenging project with short timelines. Our client wanted to implement a new Cisco Chatbot system to provide the automated delivery of information requested by their 50M+passengers quickly and efficiently. The objective was to minimize calls to the call center. We worked with the client and their technology partner to deliver this project using Agile. Usage within the first 6 months was beyond what we anticipated and were glad to learn so many passengers were receiving value from this new digital communication channel. Additional benefits received were the freeing up of customer service agents time, allowing them to to address other complex passenger queries with shorter wait times. 

This project enabled customer service agents to engage with the public via a new channel, Live Chat. Originally rolled out on our client’s Facebook page, this was later enabled on the client’s public facing website. There was a massive training effort that went along with this implementation in which we were  heavily involved in the training of 80+ customer service representatives. The end result was having a team empowered to help customers using and entirely new communication channel. We helped to expertly define all of the various use cases which drove the design on how this game changing medium would improve our client’s customer engagement scores.

This project was the result of an impact assessment we performed during the  Chatbots/LiveChat implementation.  We identified that remedial communication training for their frontline staff and strategic communications teams would be beneficial and supported their end goal. We met with impacted teams to understand pain points and how we might be able to prepare them for success. This project equipped public-facing teams with the tools needed to enhance their customer engagement skillset and improve customer experience and satisfaction scores.

Our client had decided to change their incumbent solution provider responsible for delivering flight information displayed on check-in screens, gate screens and back of house screens.  Based on our significant expertise in this area, we helped to ensure their requirements were met and a solution was delivered that was fit for purpose. This included a high level of collaboration with the client and vendor to ensure quality outcomes.

Our client had two large mobile screens they used for to display public facing messages during Irregular Operations (IIROPS). These  screens were outdated and no longer fit for purpose — one was broken, the other very cumbersome to use. We developed a solution whereby content could be streamed wirelessly to mobile screens wherever their location in the airport. This was a game changer with plans to deploy 10 of these next-gen screens, up from the two managed locally on-site.

Our client used the services of a well known indoor mapping service provider.  It came time for an upgrade, the business wanted more functionality but had  difficulty articulating what was required. Our team helped them to define features for a new solution that would help to bring them into the future. This resulted in new integration that helped customers to easily identify where they are in relation to where they are trying to get to and included provisions for guests with accessibility  needs.  Additionally, availability of new statistics helped planning staff to understand how customers use the tool, helping drive future commercial decisions.

Our client’s objective was to provide a user-friendly tool within their website to help taxi and limo passengers understand the estimated cost from the airport to their customer’s desired destination. Upon entering their destination into the tool,  customers were presented with several transportations services and the cost for each. Based on usage reports, this tool was quickly adopted and helped our client to quickly communicaten estimated fare information; driving revenue and providing a great user experience.

This project was initiated at Canada’s largest parking operation to help customers who have parked their car find its location when they are ready to leave the parking lot. License Plate Recognition (LPR) technology was used, whereby a parker could enter their license plate number into a kiosk  and would be presented with the location of their parked vehicle. This was later rolled out to our client’s website, whereby parkers could access this information securely from anywhere (not just the kiosks in the Terminal). This was a great help to the hundreds of customers annually who have difficulty finding their their vehicle and the support staff who assist them.

Our client operated the largest parking operation in Canada. They created a partnership program whereby parking resellers could list our client’s parking spots on their platform and our client would receive a percentage of each sale. This required integration to our client’s parking inventory and reservation system. We did this integration twice (2 parking resellers)  with great success, creating additional revenue channels for our client’s Ground Transportation Services operation.

Our client had the last say on any building development within a 15-mile radius of their operation. To support this, they review hundreds of applications annually. The process was very manual and paper based. We were able to automate this review process by moving the applications online and adding business rules to each input field to flag for instances of non-compliance. This helped review teams to quickly identify applications that needed additional detail, sending them back to the requestor quickly and efficiently. This allowed our client to focus on applications that were compliant, removing bottlenecks and enabling permits to be granted sooner.

Our client, a very large airport, managed multiple disparate systems for the capture, storage, manipulation and analysis of geographical data. We helped them through requirements gathering to consolidate these systems into one ESRI product. This enabled geographical data, engineering data, CADD drawings and other data from internal and external sources to be shared across one platform.

Our client operated the largest parking facility in Canada. They identified a need to capture automobile license plates upon entry and exit to facilitate a number of operational enhancements. During this project, we worked closely with the business and vendor to ensure the accuracy of the solution was per spec, including the design for data storage and consumption.  This set our client up for new business opportunities such as frictionless entry/exit and improved the deployment of staff and resources.

Our client operated Canada’s largest parking facility and was ready for an upgrade of their valet management solution. We helped them through the upgrade, adding new features for payment, tracking and additional services. Our client now has the flexibility to expand their valet offerings and have greater visibility towards their valet operation.

Our client develops leading Airport Management Systems (AMS) and decided it was time to freshen up the look-and-feel while enhancing its feature set. We worked closely with the business and UX designers to create a brand new platform from the ground up. The design is now web-based, mobile and the feedback from their user base has been overly positive.

Our client ran a proof of concept for a mobile work order solution that had many limitations including; transitioning between Wi-Fi and LTE, device patching and user experience. We helped them to get beyond the POC and into Phase 1 where many of the issues raised by end users were resolved. The upgraded devices made a significant impact of the speed and efficiency in which trade workers could asses and complete work orders and find critical information needed to perform their jobs. This is another example of how we’ve helped our clients to improve the way their employees work with outstanding results.

Our client was due for an upgrade of their Airfield Lighting Communication System. (ALCS).  We worked with the business, the Civil Aviation Authority and electrical engineers to understand and document the current state and worked with the vendor to understand how our clients existing requirements would be met, including the addition of important features to support enhanced monitoring, control and safety.

Our client developed an Airport Collaborative Decision Making (A-CDM) solution to provide all airport stakeholders with the same real-time information concerning the aircraft turnaround. We helped with the training and deployment and performed demos of the system to potential clients who could benefit from A-CDM. This solution is gaining more traction globally and we helped our client’s competitive advantage by helping to deliver this solution within a growing market.

We’ve worked on a number of different passenger tracking solutions for our clients, whether its stereo cameras, Wi-Fi/Bluetooth tracking or software that consumes existing analog or digital camera feeds — we have significant expertise in this domain and would be eager to support you through your next passenger tracking project.

Our client designed a Resource Management System (RMS) to manage and control aircraft parking, check-in counter allocation and baggage belt allocation. We helped them to develop training documentation and troubleshoot system issues. We also helped to understand their clients pain points, driving additional feature development and chargeable work. At each implementation the end-users were very positive with the end result and the improvements made to the way they work.

The CAST airport simulation tool was procured by one of our clients. The tool helped to simulate and forecast the effects of airport architectural changes and flight schedule changes to air traffic and passenger flows. This was a very ambitious project with tight timelines. We assisted with requirements gathering, training, deployment and support. The end users were highly satisfied and our client now has the ability to validate passenger and aircraft flow models created by 3rd party engineering firms and other vendors.

Our client developed leading Aeronautical Billing software and we helped them through a re-design of their graphical user interface (GUI). We worked collaboratively to create mock-ups and wireframes to illustrate how the next generation of the software would function, along with the look and feel. This new product was positively received by our customers of our client and helped to preserve their lead in this space.  

We worked with numerous airport clients to either upgrade or deploy new Flight Information Display Systems (FIDS). These projects often involved the deployment of both new hardware and software with the largest project replacing 1,200 media player units including a new message broker and page assignment software. We have significant expertise in this area and would be delighted to provide thought leadership on your next FIDS project

Our client’s airport was growing at an unprecedented rate and they were quickly outgrowing the number of check-in counters that were available to process passengers. It was decided that the deployment of mobile Common Use Passenger Processing Systems (CUPPS) would help to reduce passenger wait times, especially during irregular operations. We helped them to define how these mobile units must function and worked with vendors and millwrights to have these custom designed.

Our client had a very ambitious Terminal Sectorization project whereby, they created new space within the airport to support passenger processing. We helped to plan all of the technology within this new space which included eGates. We worked closely with the business, vendor, solution architects, government agencies and airlines to define the functionality, throughput rates, document of entitlement capture and alarms for the eGate portals. This was performed for transfer flows including; International to Domestic,  International to International, Transborder to International and Transborder to Domestic.

This project was focused on an overhaul of the Wi-Fi/Bluetooth communication network at a large airport that supported 50M+ passengers a year. Improved speed, coverage, reliability and monitoring were the primary objectives of this project, along with enabling commercial opportunities. This required interviewing practically every business unit within the airport to understand how they currently use the service and to forecast future demand. We held countless workshops to ensure we understood the business needs and helped to define and plan the technology required to bring our client and their partners into the future. 

Our client undertook a program to replace all of their access points in the airport with the next generation of wireless access points from Cisco named DNA spaces. This provided location and hyper-location services that would help our clients and their commercial partners to track passenger flows, serve location based advertising and track conversion rates. We worked with their partners to understand how to most effectively maximize the data provided by this new service and help them plan for commercial success.  

Our client had a partner that was interested in installing their own proprietary CCTV system on our clients premises, to be managed centrally from the partners location which was located in a different province.  This had never been done before. We worked closely with our client, their partner and our client’s technology partner to design a solution that would be secure and reliable without impacting bandwidth capacity or network performance.