TAP IT Embracing Mobility @ Mobile Edge '14

26-‐01-‐2012

Embracing Mobility Group TAP Challenges, Experience and Case Studies

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INDEX i.   TAP Facts and Figures

ii.   Mobile Impact on Airlines

iii.   Business and IT Challenges

iv.  What we have been doing

v.   Case Studies

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TAP Facts & Numbers

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TAP Facts & Numbers •  Portuguese Flag Company founded in 1945

•  OperaBng an average of 296 flights a day

•  TAP's network reaches 88 desOnaOons across 38 countries

•  Fleet 77 AircraRs – Airbus, Fokker e Embraer

•  10 M Passengers in 2013

•  Turnover: 2.671,5 Euro million ⁱ

•  Number of employees: 12.856 ⁱ

ⁱ TAP Group 2013 Annual Report

Awards

Best Airline Company Trustworthy Brand World’s Leading Air Company for South America

(for 3 consecuBves years)

World’s Leading Airline to Africa

3rd Best Airline of Southern Europe

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v.   Case Studies

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Enterprise Mobility •  IDC sees a transiBon to the third IT

plaWorm, with mobility at its heart

•  Enterprise Mobility isn't new, what

changed?

–  Device Costs

–  Devices evoluBons (processor capaciBy, camera,

geo-‐locaBon,etc)

–  Faster and Cheaper CommunicaBons

Source: IDC

TRAVEL EXPERIENCE

THE AIRLINETRENDS.COM TOP 10 1. Airlines let flyers download content to their personal device before the flight 2. airBalOc lets passengers customize their buy-‐on-‐board meal 3. BriOsh Airways to trial electronic baggage tag 4. Norwegian’s new Dreamliner features geotainment and in-‐seat ordering of F&B 5. Delta provides cabin crew with Nokia Lumia ‘onboard retail’ smartphones 6. Air Canada’s new LCC ‘rouge’ teams with Disney for customer service training 7. Airlines encourage passengers to provide service feedback via apps and cards 8. Delta teams up with WesOn Hotels for ‘Heavenly’ onboard ameniOes 9. Dallas/Fort Worth Airport new security check experience is sponsored by Marrioe 10. Qantas trials locaOon-‐based ‘social listening’ in its airport lounges

Mobile technology is transforming the travel experience. The always-‐connected traveler will expect services that simplify and more enjoyable customer experience.

Source: A

MAD

EUS, April 20

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MOBILE WORKFORCE

THE AIRLINETRENDS.COM TOP 10 1. Airlines let flyers download content to their personal device before the flight 2. airBalOc lets passengers customize their buy-‐on-‐board meal 3. BriOsh Airways to trial electronic baggage tag 4. Norwegian’s new Dreamliner features geotainment and in-‐seat ordering of F&B 5. Delta provides cabin crew with Nokia Lumia ‘onboard retail’ smartphones 6. Air Canada’s new LCC ‘rouge’ teams with Disney for customer service training 7. Airlines encourage passengers to provide service feedback via apps and cards 8. Delta teams up with WesOn Hotels for ‘Heavenly’ onboard ameniOes 9. Dallas/Fort Worth Airport new security check experience is sponsored by Marrioe 10. Qantas trials locaOon-‐based ‘social listening’ in its airport lounges

Mobile services are transforming operaOons

Sources: SITA.aero + Flight Global

•  Improving producOvity in the aircra_ by moving from paper to digital processes using tablets and wireless connecBvity (ie EFB, Cabin Crew Management).

•  A new wave of services using tablets for airline on airport operaOons such as ground operaOons and aircraR maintenance.

•  Higher degree of interacOon between FLIGHT CREWS and MRO teams. This helps maximize efficiency and minimize turn-‐around Bmes

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v.   Case Studies

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Business Technology InnovaOons

Service Line ProducOon Service PorWolio

Service Line Renewal

TAP Group Business Process

TAP IT -‐ GENERAL SERVICE PORTFOLIO

Revenue AccounOng

Human Resources LogisOcs Audit &

Legal Health Care

Pax & Cargo Sales Flight & Airport OperaOons

Ground OperaOons

Maintenance, Repair & Overhaul

Network Management

Enterprise Performance Finance

Business to Consumer Values Increase quality of service.

Increase compeBBve differenBaBon.

Improve customer saBsfacBon.

Improve brand percepBon.

Deepen customer engagement and loyalty.

Understand customer behavior.

Drive increased sales through personalized offers.

Use new value-‐added services.

Business to Enterprise Value Increase worker producBvity

Extend exisBng applicaBons.

Reduce fuel, or fleet maintenance costs.

Increase compeBBve differenBaBon decision making.

Increase employee responsiveness

MOBILE BUSINESS VALUES

Execs

Knowledge Workers

Task Workers

Consumers

Dashboards Management Apps Customer View Apps Employee ProducBvity Apps CollaboraBon Apps Business Analysis Apps Field Service Apps Sales Apps Industry Apps MarkeBng Apps Banking Apps Commerce Apps

.

End-‐User

Easy to Use

Device Choice

Enterprise

Security

Device & App Managament

Device and Backend Diversity

Development Tools & TCD / TCO

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v.   Case Studies

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MOBILE COMPETENCE CENTER

SERVICES

•  Centralized Strategy •  Architecture •  Standards

SOLUTIONS

• Web Mobile •  Smart Clients •  LocalizaBon •  NFC •  RFID •  M2M

PLATFORMS

•  Iphone/iPad •  Android • Windows Phone/Mobile/CE

•  HTML5 •  Frameworks

Help to establish a centralized strategy, that involve architecture, standards definiOons and technical skills to implement the strategy.

We are able to deliver:

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Development Matrix (NaOve/Web/Hybrid) CRITERIA INPUTS NATIVE HYBRID WEB

Cost of Development L K J MulB-‐Plajorm L K J User Experience J K L Features & Performance J K L Maintenance L K J

NATIVE : the best experience, but at higher cost (typical for B2C soluBons) HYBRID: economies of scale, but at the expense of user experience (B2E/B2B -‐offline support)

WEB: widest reach, but at the expense of user experience and performance (B2E/B2B)

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Enterprise Mobility – Macro Architecture

MDM (Mobile Device Management) Mobile asset tracking, device provisioning

MAM (Mobile ApplicaBon Management) Access control to mobile applicaBons (user

authenBcaBon, push noBficaBons, usage analyBcs,…)

MAD (Mobile ApplicaBon Development) Integrated development Environment

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Some of our Portofolio

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v.   Case Studies

RFID

TAP Portugal order 12 Airbus A350XWB. This is the first commercial aircraR equipped with RFID Technology embedded on:

•  Avionic systems (cockpit & bay) •  CommunicaBon, electrical, hydraulic, cabin systems •  More than 1500 parts targeted with RFID

•  RFID on parts an enabler for cost reducOon & lean maintenance. •  Reduce administraBon costs of parts idenBficaBon •  Increase quality of data in Maintenance InformaBon Systems (MIS) •  Introduce process monitoring capabiliBes

RFID is the idenOficaOon of remote objects, through the use of specific tags, via radio transmission. RFID also enables the recording and automaBc reading of data of the micro-‐chips of these tags.

Automatic read/write

• Time spent searching for parts • Work disrupBon if part mislaid or lost

Repair

•  Time spent searching for parts •  No confirmaBon of parts availability for reassembly •  Quick inventory

LogisBcs

• Management of mini-‐module kipng

Sub-‐assembly

TAP ME -‐ MEERA Case Study Problem: To control over 10.000 parts, simultaneously at the Engine Workshop…

SoluOon: Implement RFID Technology with Mobile Devices

TURN AROUND TIME (TAT) REDUCTION

BETTER VISIBILITY OF ENGINE PARTS

COST REDUCTION

PRODUCTIVITY INCREASED THROUGH BETTER

PROCESS EFFICIENCY

INCREASED PROCESS RELIABILITY

Investment 750 K€

ROI* 2.52 M€/year

* Providing same number of engines/year

TAP ME -‐ MEERA Case Study

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# Downloads

ü  TAP mobile applicaBons with more than 3,3 million visits in 205 countries.

ü  Since 2014, our TAP’s Free App, is available in the 3 major mobile ecosystems ( iOS, Android and Windows)

TAP implemented a mobility strategy focused on the increase of TAP customer saOsfacOon. In our TAP’s Free App, we offer various funcBonalites to our clients, such as Loyality Account informaBon, book flights, check-‐in, flights departures & arrivals and informaOon about your TAP desOnaOon.

TAP PORTUGAL MOBILE – B2C APP

55,000

90,000

142,000

28,000

43,000

-‐

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

200,000

2011 2012 2013

IOS Android

CAGR 11-‐13 = 71,1%

TAP Serviços -‐ FlyStaff Case Study FlySTAFF is internal self-‐service soluOon for automaOon of the Ocket reservaOon and emission processes for staff. The aim of this applicaBon is to simplify processes and procedures, saBsfy employees’ needs, and provide them with more informaBon and autonomy. Target Audience: More than 7.000+ acOve and reBred employees Challenge: Increase employee responsiveness. Employee as a acOve part in the process of decentralizaOon and improvement of the Human Resources management processes

TAP M&E -‐ Line Maintenance This soluOon aims to give Line Maintenance Mechanics the right informaOon at the right Ome, i.e., real Ome informaOon related to their tasks, planned or not planned, accordingly AP's Flight Planning applicaBon.

TAP M&E -‐ Line Maintenance

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Embracing Mobility Group TAP Challenges, Experience and Case Studies Fernando de Araújo Pereira [email protected]