The Chicago Aviation Initiative:More Than Meets The Eye

A basis for improving customer service

Mike BardouSenior Forecaster/Aviation Program Leader

National Weather Service Chicago/Romeoville, IL

Eric LenningScience and Operations Officer

National Weather Service Chicago/Romeoville, IL

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Chicago Aviation Program Profile

• 5 TAF sites, TRACON, ARTCC• Airport operations (snow removal, stranded passengers)

• Wide range of users: GA to Commercial– Ops/Day: ORD: 2,425 MDW: 707 GYY: 84– Chicago TRACON ~1.25 million operations/year

• Numerous clubs/EAA Chapters/Flight Schools• Prime example of Decision Support Services

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Motivation

• Mission Connection:– Life and Property = Safety– Enhancement of the national economy =

costs/delaysThe FAA was not having its needs met and we did not have a solid awareness or understanding of those needs

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Communicate

Investigate/Brainstorm/ Develop

User/Forecaster Training

Evaluate

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Communication

• WHY?– Learn who customers are– Gain understanding of user needs– Identify problems and challenges

• HOW?– Visits…lots of visits– Forums– Workshops

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Communication

• FAA visits– Towers– TRACON– ARTCC (CWSU)

• Airport Operations– ORD CityOps monthly meetings (City, FAA, Airlines)

• Two user forums • Briefing calls/Telcons• Internal communication WFO <-> CWSU

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Investigate/Brainstorm/Develop• Based on expressed customer needs• Address problems/shortcomings• Identify measurable goals• Prototypes/Demos?• Fits within your ability to generate

product/service…can you expand your abilities?

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Training

• Forecaster training to convey:– Awareness of user needs– Forecaster expertise– Techniques for delivering products/information

• User training to convey:– How to access and use products and services– What a product is telling them– Limitations of a product

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Forecaster Training

• Seasonal workshops• Best practices/lessons learned from events• As-needed for new procedures/products

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User Training

• In-person with traffic managers, dispatchers, airport operations people– WFO and CWSU can address user specific needs

• Recorded training• Raise awareness on available products• Highlight how to best use and interpret

forecast products

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Continuous Evaluation and Improvement

• Post-event analysis– Understand how the forecast impacts customers– Understand how the weather itself impacts

customers– Assess forecast performance/skill

• Measures of success/metrics• Are you meeting user needs?• More communication!

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Communicate

Investigate/Brainstorm/ Develop

Refine

User/Forecaster Training

Identify Best Practices

Evaluate

Event Analysis

The Process Continues

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Continuous Evaluation and Improvement

• What can be done to ensure the product meets user needs if it does not?

• How can we more efficiently produce the information?

• What have we learned from past events?– Best practices, forecast techniques, conceptual

models, forecaster guidance– more training?*This has become the foundation of our evolution*

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Another Simple Example

• FAA shares a concern about delays when having to flip the airport to a different configuration due to changing wind direction.

• NWS creates “Wind Shift” metric to track POD and Lead Time for such events.

• New/Refined Products and Services:– More specific/frequent TAFs and AFDs– Calls to FAA facilities

Customer Needs → Measurable Goals → Products and Services

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O’Hare Wind Shift MetricsWind Shifts That Led to Runway Configuration Changes –

Number of Missed EventsPre-Initiative2009-2010

2010-2011

Change 2011-2012

Change 2012-2013 to date

22 4 -82% 6 -72% 2

TAF Lead Time on Wind Shifts That Led to Runway Configuration Changes

Pre-Initiative2009-2010

2010-2011

Change 2011-2012

Change 2012-2013 to date

16.5 hours

21.2 hours

+28% 22.6 hours

+37% 22.6

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In Summary

• This is a continuous cycle• Communication is critical• Ultimately this process has led to much more

effective relationships

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The Evolution Continues…• Another customer forum

– Feedback on the Winter Precip Outlook and Thunderstorm Probabilities

• On-Site TRACON support for significant events?• Evaluate event reviews to refine best practices and develop

improved forecast methods/tool• Gridded aviation

– Provide guidance for non-TAF airports– Develop tools that utilize conceptual models from event

reviews, forecaster analysis, and numerical guidance• The Marine Program

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Another Metric: Customer Satisfaction"Lake Michigan causes things to change, more dynamically than other parts of the country. Our meteorologists seem to be pretty on top of that. The working relationship is a very two way street both learning from each other."- ARTCC STMC, Kevin Freidlein

I’m really happy to see the NWS attending the [FAA Customer] Forum. They have been committed to delivering new services and are looking for opportunities to improve the communication of weather information that will enhance the decision-making process.- Tim Matuszewski, Sr. Manager Air Traffic Services, United Airlines

“…can't get over the change in the CWSU. Every couple weeks they've got something new for us to look at.” - ARTCC Manager Bill Cound

Two phone calls to thank the aviation forecaster for a heads-up phone call on June 29 storms that developed and moved into the terminal vicinity. “The information really helped us out.” - Jay and John, O’Hare ATCT.