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Business Intelligence Takes Flight at Sea-Tac Airport Michael Drollinger Manager, BI
Airports @ Work Conference April 2016 1
Agenda
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business intelligence: the organizational capacity to get insight from data
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You might need BI if . . . . .
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• Data collection efforts are labor intensive or data are unavailable
• Not tracking data needed to drive evidence-based decision-making
• Divisions do not routinely share data • Number of measures that could be tracked are enormous –
select carefully • Need to develop a “data mining” capacity to produce
intelligible results • No system to measure guest experiences across the travel
experience (e.g. with other jurisdictions TSA, CBP). • Little transparency to the airport’s progress in accomplishing
goals.
only 50% of employees agreed with the statement:
“the information I need for my job is easy to get at”
- 2011 Port of Seattle survey
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Analytics/ data mining
Customer Insight
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Core Purpose:
Transform the ways the Port accesses, analyzes, and shares data.
CoE focus:
• Providing advanced analytical and research capabilities
• Driving efficiencies that eliminate waste in information management
• Growing an analytical culture with a data fluency.
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• Providing advanced analytical and research capabilities
• Driving efficiencies that eliminate waste in information management
• Growing an analytical culture with a data fluency.
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BEFORE
© ACI 2013 13
Time Series Analysis 14. Finding your way
4.14 4.21
3.80
3.854.
19
4.16
3.87 4.034.
30
4.34
3.94 4.
094.27
4.33
3.87 4.
074.30
4.34
3.96 4.
13
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
Ease of finding your waythrough airport
Flight information screens Walking distance inside theterminal
Ease of making connectionswith other flights
Q3 12 Q4 12 Q1 13 Q2 13 Q3 13
© ACI 2013 14
8. Waiting time in check-in queue / line 4.
84
4.82
4.76
4.71
4.71
4.69
4.69
4.67
4.66
4.64
4.62
4.62
4.60
4.59
4.59
4.59
4.57
4.55
4.52
4.52
4.52
4.50
4.50
4.50
4.50
4.49
4.49
4.48
4.47
4.46
4.46
4.45
4.45
4.44
4.42
4.42
4.42
4.42
4.42
4.41
4.40
4.40
4.39
4.39
4.39
4.38
4.36
4.36
4.36
4.36
4.36
4.33
4.32
4.32
4.32
4.31
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
PEK TSN ICN PVG HAK SIN CGQ DEL HRB GMP YQR KHN IND HKG UTN CAN CKG HET NRT YYJ GRR KUL YOW SHA SYX YQB CVG YHZ SMF BMA YXE TPE CMH WUH WLG CHC SAN GRJ ELS JAX SLC MEM DTW NGO RUH BFN MSP CPT HGH HYD DUR DAL STL PLZ AKL GOT1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56
4.31
4.30
4.30
4.30
4.30
4.29
4.29
4.29
4.29
4.27
4.27
4.26
4.26
4.25
4.25
4.25
4.25
4.25
4.23
4.23
4.23
4.23
4.22
4.22
4.22
4.21
4.20
4.20
4.20
4.19
4.18
4.18
4.17
4.17
4.17
4.16
4.16
4.15
4.15
4.15
4.15
4.13
4.13
4.12
4.12
4.12
4.12
4.11
4.11
4.10
4.10
4.09
4.09
4.08
4.07
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
YEG KIM BOM DCA BNA SVO PNQ CNX CNS AUS ATL LKO GYE MLA TPA PIT DFW ADL AMD SXR AMM PLM CCU TSV SOU AUH YWG DOH BRS GLA YYC BAH BWI SFO SZX FLL MRU ABZ SKP ZRH SAT CLE EMA BKK NAS SEA YUL MFM PVR DEN BLR LAS MBJ BNE SYD57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111
Mean score rating on a scale of Excellent (5) to Poor (1)
© ACI 2013 15
SEA Airport Service Profile
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00Overall satisfaction with the airport
Overall satisfaction with the airport: business paxOverall satisfaction with the airport: leisure pax
Ground transportation to / from the airport
Parking facilities
Parking facilities value for money
Availability of baggage carts / trolleys
Waiting time in check-in queue / line
Efficiency of check-in staff
Courtesy, helpfulness of check-in staff
Waiting time at passport/personal ID inspection
Courtesy and helpfulness of inspection staff
Courtesy and helpfulness of Security staff
Thoroughness of Security inspection
Waiting time at Security inspection
Feeling of being safe and secureEase of finding your way through airport
Flight information screensWalking distance inside the terminal
Ease of making connections with other flightsCourtesy, helpfulness of airport staffRestaurant / Eating facilities
Restaurant facilities value for money
Availability of bank/ATM facilities/money changers
Shopping facilities
Shopping facilities value for money
Internet access/Wi-fi
Business / Executive lounges
Availability of washrooms
Cleanliness of washrooms
Comfort of waiting/gate areas
Cleanliness of airport terminal
Ambience of the airport
Arrival passport/personal ID inspectionSpeed of baggage delivery
Customs inspection
Best in class Average SEA
AFTER
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Parking
Parking garage analytics
“One stop shop” parking portal – Occupancy – Transactions – Revenue – Seasonal trends
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• Providing advanced analytical and research capabilities
• Driving efficiencies that eliminate waste in information management
• Growing an analytical culture with a data fluency.
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BEFORE
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• Providing advanced analytical and research capabilities
• Driving efficiencies that eliminate waste in information management
• Growing an analytical culture with a data fluency.
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Enabling analytical capacity
• 1:1 consultation opportunities • User group (Tableau) • Learning pipeline • Group learning opportunities • Tracking user engagement
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Next steps/challenges
• Change management • Governance (project prioritization)
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