Innovation enablers for excellence...passenger travel experience through the engagement and enthusiasm of our ... An Artificial Intelligent technology “menu driven” for Flight

1Naples International Airport |Technology Innovation & Operational Challenge

Innovation enablers for excellenceExperience in Naples International Airport Fabio Pacelli Chief Innovation Officer Naples International Airport


Our Vision

«To become the main gateway to theSouth of Italy from the world and thefundamental growth driver of thetransport chain, of the tourism andlocal economy »

«To make easy and pleasant thepassenger travel experience throughthe engagement and enthusiasm of ourpeople in order to be the Italianexcellence in the airport industry»

Our Mission

Vision and Mission…


Airport Values

Innovation

«We look at the Future and continuously search for new ideas to improve the quality of our passenger experience, by constantly comparing ourselves with the market and with our competitors and encouraging the attitude to change and the research of innovative solutions which can be adopted as best practise for the airport industry »



Passenger growth8,5 million passengers in 2017:

BEST ITALIAN performance for traffic growth



We have doubled direct routes…

easyJet 31%

Ryanair13%Alitalia

11%Volotea

5%

Lufthansa 5%

Others35%



....achieving operating excellence in all activities

13’ 7’16’45” 13’05” 80.4 83.8% 3.66 4.06

CHECK-IN MAXWAITING TIME

SECURITY CHECK MAXWAITING TIME

ON TIME PERFORMANCE AIRPORTSERVICE QUALITY



CAGR+14%

CAGR+17%71

8286

95118

24 29 32 36 45

2013 2014 2015 2016 2017

Revenues Ebitda

....Boosting on Revenue and Profittability


to cope with this Fast & Furious growth we have implemented a success Digital Transformation


SECURITY CHECK MAWAITING TIME

ACI digital Transformation Best Practice

low/no experiencesome experiencedeep experience



....a new org. model is our key success factor to innovate



The New Organization is focused to make synergy between two different family of skills

1+1 > 2 is mandatory for Digital Transformation

Delivery skills:AnalyzingPlanningDetail oriented implementingDiscipline executing

Discovery skills:AssociatingQuestioningObservingNetworkingExperimenting



....an example of Innovation in Operational area



10 eGates in Departures and Arrivals Extra-Schengen Area (6+4 for each area)

Automated Border Control gates check- validity of passport - identity of passenger (biometric recognition)- authorization to enter/exit the Country



MAIN BENEFITS KEY INDICATORS

✓ Process time increase Average service time(pax/h) 20’’

✓ Increase of Airport capacity

Improve Quality of Service– Improvement of airport punctuality– Reduction of congested areas– Process speeding

Throughput 4eGates (pax/h)With only 1 employee (PdS)

750

% pax eGates/pax ES(43% of ES eligible)

ASQ Indicator

Waiting Time Reduction (QCS)

✓

28%Vs 960 with 4 employees

4

QCS

Benefits/KPI


....an example of Innovation in the Airport Community



A-CDM Implementation and Airport Staff APP




✓ Sustainability (first ready first served by CFMU)Airport Sustainability

✓ Increase Airport Punctuality

Improve Airport Community

Airport Delay Recovery time

Collaborative Model✓

Airport Overall

Punctuality

CO2Emission

Benefits/KPI


....an example of Innovation in Customer Service Area



An Artificial Intelligent technology “menu driven” for Flight , Airport , Retail Info and Tourist Information based on natural language available on chat Messenger FacebookBeacon and GPS fence for airport information and commercial advise




✓ Contacts increase Average contact increase 20%

✓ Increase of channels for AirportCustomer Information

Integration with otherstakeholder– City Tourist Information– Airport retailers

New digital channel (with no human increaseon duty )

1

(in future private Chat on site Airport Totemand onsite

ASQ Indicator✓ 4

Benefits/KPI

(In Future Regional Tourist Information or other Tourist Information Food/Event/Transportatio/POI


ENROLLMENT

Single token

In the next Future we will experiment single token

First Proof of Concept in Italy

http://www.google.it/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwiIj--I-pPNAhVL6RQKHcXsCqsQjRwIBw&url=http://www.forensicmag.com/news/2014/03/neurotechnology-updates-entire-biometric-product-line&psig=AFQjCNFKBkwi-Q6TfsPvd93s78aQsIdcbg&ust=1465321467655213


Lesson Learned working to lead the Digital Transformation

Vision Confusionx

Vision Skill Motivation Resources + + + FrustrationxVision Skill Motivation Resources Action Plan+ + + + ChaosxVision Skill Motivation+ + Slow Changex

Vision Skill Motivation Resources Action Plan+ + + + = CHANGE

Vision Skill+ Anxietyx

17

No trend analysis, no industry best practice, no digital strategy, no social strategy, Open Innovation to accelerate digital transformation , No Jobs Theory

No Discovery Skill balanced vs. Delivery Skill (Associating , Questioning, Observing, Networking, Experimenting vs. Analyzing, Planning, Detail-oriented implementing, Disciplined Executing)

No formal assessment on innovation , no organizational accountability , no Change Management and Technology Driven

No Budget, No organizational commitment, method

“It is not the strongest of the species that survive,nor the most intelligent, but the one most responsive to change” (Charles Darwin )

No Brave

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Innovation enablers for excellence...passenger travel experience through the engagement and enthusiasm of our ... An Artificial Intelligent technology “menu driven” for Flight