The airline industry has been the leader in driving innovation through technology - invented B2B e-commerce, revolutionizing the way airlines sell tickets, book seats, etc. The industry has not followed up on these innovations. We've fallen behind because, today, we're still using the same legacy systems. It's time for another leap forward to revolutionize the way the industry works by using IT to drive innovation. www.sita.aero/surveys Tomorrow's Problems – To Be Solved: Patrick Naef, Divisional Senior Vice President IT, The Emirates Group / dnata

1. Patrick Naef © 2014 Emirates Group. All Rights Reserved.© 2014 Emirates Group. All Rights Reserved.
Patrick Naef
CIO & DSVP, Emirates Group IT
Air Transport IT Summit 2014
Addressing tomorrow’s challenges
IT as a driver for growth

2. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
1950’s
Dubai - Growth is Reality

3. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
1990
Dubai - Growth is Reality

4. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
2003
Dubai - Growth is Reality

5. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
2013
Dubai - Growth is Reality

6. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
2014
Dubai - Growth is Reality

7. Patrick Naef © 2014 Emirates Group. All Rights Reserved.
… and today
Dubai - Growth is Reality

8. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Dubai, a Business Hub for the Greater Region…
Dubai

9. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
… and the world
Dubai

10. Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Direct access to 5.5 billion people within 8 hours
Africa
Asia
Europe
2005 2030
888
1398
2005 2030
725 685
2005 2030
3918
4887
Dubai
Source: United Nations World Population Prospects 2002 Revision
…growing to 7 billion in 2030!
…growth opportunities
…the need to set up operations quickly
Note: Figures in million
8 hour flight time from DXB

11. Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Dubai’s Future
…Emirates’ Future

12. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
• Launch – 25th October 1985
• 2 Aircraft
• 3 Destinations
• Karachi
• Delhi
• Mumbai
Emirates
Connector of People and Places

13. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
… and 28 years later

14. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Today: 143 Destinations in 81 Countries

15. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Current Fleet – 220 Aircraft
21
13
Airbus A330
Airbus A340
Airbus A380 48
Boeing 777 136
Boeing 747-F 2
Passenger & Freighter Aircraft

16. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
• India with a huge pool of IT talents is nearby
• Entrepreneurial environment, dynamic, innovation-driven,
growth-oriented ecosystem (Infrastructure, capital, tax laws,
education opportunities, …)
• “Everything is possible”-culture,
bigger – better – faster – more
• Rapid IT growth with huge demand for basic services
• Outsourcing is no big discussion, cost pressure,
none of the big sourcing providers in the region
• “Let’s keep it in-house”-mentality
IT Environment in the Gulf region

17. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Today’s and Tomorrow’s Key Problems

18. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Phoenix: IT Change Project, Addressing Tomorrow’s Challenges
• Managed &
measurable IT
services and
Measurement
Framework
• Best practice
processes (ITIL &
CMMI) and
structured
approach
• Redefine
processes how IT
interacts with
Business
• Re-align IT
organisation to
business
• Repositioning of
IT-organisation
within Group
Get Close
to the
Business
Implement
End-to-End IT
Service
Processes
• Positioning and
Identity of IT
within Emirates
Group
• High
performance
culture,
ownership,
leadership
• Strategic
sourcing model
• Strategic
direction &
priorities driven
by Business
• Framework for
Enterprise IT
architecture and
Standards
IT
Governance
Framework
People
Project Scope

19. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
IT Strategy 2006

20. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
IT Architecture
& Standards
IT Strategy
Portfolio
Management
Financial
Management
Quality
Management
Organisational
Development
IT Performance
Measurement
Security & Risk
Management
Business Info.
Architecture
Communication
Governance
Relationship
Management
Service Level
Management
Customer
Relations
Project
Planning
Proj. Monitoring
& Control
Risk
Management
Req. Mgmt &
Req. Dev.
Design &
Development
Program
Management
Product
Integration
Validation
Verification
Proj. Config
Management
Production
Service Req.
Management
Inventory &
Stores Mgmt
Identity &
Access Mgmt
Capacity
Management
Availability
Management
Continuity
Management
Operations
Management
Release
Management
Configuration
Management
Incident
Management
Problem
Management
Change
Management
Security
Management
People
Performance
Management
Training &
Development
People
Life Cycle
Resource
Planning
Recruitment
Projects
Supplier
Relations
External
Supplier
Mgmt
Design: Process Map

21. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
IT Architecture
& Standards
IT Strategy
Portfolio
Management
Financial
Management
Quality
Management
Organisational
Development
IT Performance
Measurement
Security & Risk
Management
Business Info.
Architecture
Communication
Relationship
Management
Service Level
Management
Project
Planning
Proj. Monitoring
& Control
Risk
Management
Req. Mgmt &
Req. Dev.
Design &
Development
Program
Management
Product
Integration
Validation
Verification
Proj. Config
Management
Service Req.
Management
Inventory &
Stores Mgmt
Identity &
Access Mgmt
Capacity
Management
Availability
Management
Continuity
Management
Operations
Management
Release
Management
Configuration
Management
Incident
Management
Problem
Management
Change
Management
Security
Management
Performance
Management
Training &
Development
People
Life Cycle
Resource
Planning
Recruitment
External
Supplier
Mgmt
IT Strategy &
Architecture
IT Production
IT Strategic Sourcing &
Development
Design: Process Map
Supplier
Relations
Customer
Relations
Production
People
Projects
IT Solutions &
Customer Services
Governance

22. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Supplier vs. Part of Business
Mitigate risk
Transform Business
Grow the Business
Run the Business

23. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Working with partners in industry
Example: agreement with Microsoft to establish a joint Innovation Lab in
Dubai
Focus on innovative solutions for the Travel & Transportation Industry
Driving Innovation with Partners

24. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
… and the world moved on …

25. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.

26. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Our new journey ahead
• Step change in Customer Intimacy
• Shift from System Development to
Solutions Delivery
• Introduce Service Management
• Step change in Partner & Supplier
Management
• Closer Integration and Collaboration
with Business

27. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
IT Strategy 2013

28. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Financial
Management
Security &
Risk Management
Strategy
Management
Architecture
Management
Quality
Management
Portfolio
Management
Strategy and Governance
Account
Management
Business Solutions
Development
Business
Integration
Program
Management
Project
Management
Software
Development
Service Management
Service
Management
Service
Delivery
Technical
Operations
People Process
Performance
Management
Training &
Development
Reward &
Recognition
Recruitment
Solution Delivery
Supplier
Relations
IT Process Landscape 2013
Partnership
Management
Supplier
Management

29. Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.
Emirates Group IT 2013
Account
Management
Business
Technology
Solutions
HR Finance
IT
Business Solutions
Development
Business Solutions
Delivery
Business Service
Management
Service Lifecycle
Technical
Operations Centre
Software
Development
Application
Support
Testing
Production
Technologies –
Datacenter
Partner & Supplier
Management
Security
Compliance
Architecture
Innovation
Strategy
Production
Technologies – EUT &
UC
Customer Support &
Deployment Services
Service Management Software Engineering Infrastructure
Management
Strategic Services

30. Patrick Naef © 2014 Emirates Group. All Rights Reserved.
New Distribution Models
Music Store (2000)Music Store (1990) Music Store (2010)
Music Store (2014)
iTunes

31. Patrick Naef © 2014 Emirates Group. All Rights Reserved.
• Think direct, direct, direct
• Think beyond GDS & TMC
• Think beyond Fare Filling & ATPCO
• Think beyond fare classes
• Think beyond IATA StB & NDC
• Think ... beyond the customer
Challenge the Status Quo

32. Patrick Naef © 2014 Emirates Group. All Rights Reserved.
• That’s where innovation happens
• The way of working of Gen-Y / Gen-Z
• Accept that users and customers will be in control
• The more you share, the more you will receive
• Open Architectures: The times of monolithic systems are over
• Open up the company for collaboration, be part of it!
• Adapt OpenSource community models internally
Open & Crowd Sourcing

33. Patrick Naef © 2014 Emirates Group. All Rights Reserved.© 2014 Emirates Group. All Rights Reserved.
Thank You
Emirates Group Information Technology
PO Box 686
Dubai, United Arab Emirates
Telephone: +971 4 203 3004
Email: enquiries@emirates.com
Telephone Dubai: +971 4 203 3135
Telephone Bangkok: +66 2 260 8488
Email: enquiries@mercator.com

34. DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Patrick Naef, Emirates Group
at the 2014 SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit