Cisco Cisco IPICS Release 1.0 Information Guide
Customer Case Study
Airport Enhances Operational Efficiency and Emergency
Response
Response
Auckland Airport improved its operational efficiency with Unified Communications and IP
Interoperability and Collaboration System.
Interoperability and Collaboration System.
© 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Business Challenge
New Zealand’s largest airport, Auckland International
Airport Limited serves more than 12 million
passengers annually and is the workplace for
approximately 11,000 employees. Its operations
Airport Limited serves more than 12 million
passengers annually and is the workplace for
approximately 11,000 employees. Its operations
center is staffed 24 hours a day from a pool of approximately 70 personnel. The center handles an
average of 7000 calls weekly, ranging from reports of faulty air conditioning and spilled beverages
to security breaches, medical emergencies, car accidents, and aircraft emergencies. During
emergencies, operations center personnel collaborate with local police, fire, and ambulance as well
New Zealand’s Customs Service, Ministry of Agriculture and Forestry, and Aviation Security
Service. “Safety and security are paramount in an airport environment,” says Debbie White,
customer service manager at Auckland Airport. “We need the technology and processes to respond
to events immediately.”
average of 7000 calls weekly, ranging from reports of faulty air conditioning and spilled beverages
to security breaches, medical emergencies, car accidents, and aircraft emergencies. During
emergencies, operations center personnel collaborate with local police, fire, and ambulance as well
New Zealand’s Customs Service, Ministry of Agriculture and Forestry, and Aviation Security
Service. “Safety and security are paramount in an airport environment,” says Debbie White,
customer service manager at Auckland Airport. “We need the technology and processes to respond
to events immediately.”
EXECUTIVE SUMMARY
AUCKLAND INTERNATIONAL AIRPORT
LIMITED
LIMITED
● Transportation
● Auckland, New Zealand
● Auckland, New Zealand
CHALLENGE
● Protect passenger and employee safety
NETWORK SOLUTION
● Intelligently routed calls to the best qualified,
available staff member
● Enabled staff members to monitor all radio
channels and conduct phone calls using one
headset
headset
BUSINESS RESULTS
● Simplified collaboration with other agencies
● Reduced response time
● Increased operational efficiency
● Reduced response time
● Increased operational efficiency
In the original operations center, each desk had multiple radios and up to three telephones. To
perform a certain job, such as coordinating a response to aircraft emergencies, a staff member had
to be sitting at a certain desk with the appropriate communications equipment. “Emergency calls
were accepted in one room with its own set of radios, while radios providing other relevant
information might be in another room,” says White.
perform a certain job, such as coordinating a response to aircraft emergencies, a staff member had
to be sitting at a certain desk with the appropriate communications equipment. “Emergency calls
were accepted in one room with its own set of radios, while radios providing other relevant
information might be in another room,” says White.
In 2007, Auckland Airport decided to take advantage of advanced communications technology to
increase operational efficiency for safety operations. Operations center managers identified the
following opportunities:
increase operational efficiency for safety operations. Operations center managers identified the
following opportunities:
●
Improve staff members’ ability to hear phone and radio conversations: Overhead noise from
22 radio channels and access control alarms made it difficult for staff members to hear radio
and telephone conversations. “Clear, precise communications are essential for protecting
22 radio channels and access control alarms made it difficult for staff members to hear radio
and telephone conversations. “Clear, precise communications are essential for protecting