Iberia´s HCC Project

HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas AirportHCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport
HCC [ Hub Control Centre ]
Centralized Ground Operations
at Madrid Barajas Airport
Dimitris Bountolos
Iberia´s Madrid/Barajas Airport Deputy Director
Brussels. Wednesday 25th of March

Centralize all Madrid-Barajas Ground Handling operations and the
management of all types of resources in a single centre, including
subcontractors and providing all the actors the best environment for
taking decision, making possible the establishment of a really CDM
approach between Iberia [HCC] & Aena [CGA]
Complete migration of our legazy MAD-BJS IT-Platform
Guarantee the complete tracking of most relevant tasks : boarding, laterals, etc.
Main preliminar requirements:
Cover our Hub Operation without peak disruptions
Which was our objective at the beginning of 2007.
Build up the Control Centre where to allocate all the members

• All Terminals combined
capacity more 75 M. pax.
• T4 capacity 35 M pax
• 4 runways
• 4th mayor Hub in Europe
and 11th globally
• T4 main building with more
that 1.1 Km. length and 950
m. the T4s
• Satellite building T4s at 2.5
km. long distance from T4
• One roadway between
terminals
• All Iberia´s group and OW
one operate at T4
T4 T4s
T2
T1
T3
Overview of Madrid/Barajas T4 airport

T123
(all airlines)
T4+T4s Total
Ramp
Air-bridges
Remote positions
40
150
64
40
104
190
Terminal
building
Check-in counters
Boarding gates
272
89
174
142
446
231
Passengers
Annual passenger
capacity
Total: 40
MPax
Total: 35
MPax
Total: 75
MPax
Key facts and figures New Terminal Area (T4)T123
T4S
T4
APM (Automatic People Mover)
AST (Airport Service Tunnel)
T4+T4s
Flights/day ±400+400
Passengers
From.35.000
To: 50.000
Baggage
From: 30.000
To: 50.000
T4+T4s
+T123
FTE ±3500
Motorized
Equipments
±900
Baggage From: 30.000
To: 50.000
Overview of Iberia Airport Services [ IBAS ] operation at BJS
[ IBAS ]
manages around 95-98%
of all T4&T4s Operation

HCC [ Hub Control Centre ] : Centralized Ground Operations at Madrid Barajas Airport
Simultaneous profile ( T4 &T4s) of concurrent departures flights manages at the Lateral & Baggage side by IAS
Hub operation requires maximum control during the peak times and an
important level of flexibility. With a centralized management approach we
had to improve those factors.

T123
T4s
T4
HCC
More than 23 allocations areas distributed in all terminals
Poor Integration of Information, very difficult to take the correct decision
With our previous mode of work, there were operational and management
centers spread in all terminals

IT
System
Operation
Management:
Quality impact
Resource
Manangement:
Possitive
productivity
impact
Information
management:
Continuous
feedback
1990 2010
20 Yr.
It was decide to concentrate all the efforts over the physical migration to the new
terminal in 2006 and only after It have learned how to operate on it, start the migration
of the full IT-Platform to an integrated and complete new one.

Previous Situation Final Status
An unified IT Platform would be the mandatory condition where
to support the physical part of the migration model
From a complex scenario where dozens programs hardly worked together to an
integrated one where a unique platform would be the reference for everybody in a
common place the HCC

HCC-Timeframe Implementation Mar - Dec Jan - June July - Dec Jan - June July - Dec Jan - June July - Dec Jan - April
• Scoping Study
• Specs. Definition
• Funct. & Tech. requirements
• Kick-off
• Developing & Implementation
of the 1st Pilot Department
• Roll-out to the rest of the
organization.
• Operational Go-Live
• HCC Funct. Definition
• Scope of Civil Works
• Definition of Tech.Sollution
• Building and implementation
of the HCC
• HCC Go-Live
• Transition period increasing
the presence at the HCC
Cut-Over of
the legacy
IT-System
HCC Implementation timeframe

NET +2
NET +1
NET 0
Chek-in & Boarding Alloc. Center
UMNRs Alloc. Center
Flight Dispatcher Allo. Center
PKNs & Lateral Manag. Center
Load 1 Alloc. Center
Logistics T4 Alloc. Center
Laterals T4-South Alloc. Center
Laterals T4-South Alloc. Center
Flight Dispacther ramp Alloc. C.
Push Backs Alloc. Center
GPUs,Air.Cond. Alloc. C.
Deicing Alloc. Center
…….
Special Services Alloc. Center
1
2
3
4
5
6
7
8
9
10
11
12
13
HCC
…
Example only for the T4 centers
Allocation Centers associated to the old model Vs the new approach
supported by the availability of a unique HCC

T4-South T4-North T4s-South T4s-North
1 3 5 7
2 4 6 8
Baggage & Laterals Allocation Centers needed with the old IT-Platform.

Tasks management
GAUDÍ
GEA
• Current point of view no prognosis of the future
• Tasks without state
• The break time is manually managed
• There are no warnings or alerts
• One version for all users
• All tasks are automatically planned by the optimizer
• All employees track by their selves remotely the status
of their tasks. It´s not needed to interact between the
agents and the allocator at all.
• Every 5 seconds it´s update the state and evolution of
all tasks.
The new IT-Platform simplify the management of the resources, improving the
control and allowing the reduction of voice dependencies

[234] IB-6250 JFK R7 [C] 41%
HIP: H23A
PKN: 540
[45] IB-6250 JFK R7 [C] 85%
GATE: R7
[5] IB-6250 JFK R7 [C] 16AKH 62%
• Lateral departure task
• Loading departure task
• Boarding tasks
IB 6250
It´s automatically monitored the evolution of each relevant task thanks to the
mapping process with key functional variables.

HC consoles associated to
all ramp processes
Passenger Customer Serv.
Buffer Positions
Hub Control Managers
Daily Flight Info. Manager
PKNs Assign. Manager
Managers of each
department and the HCC
duty manager
Subcontractors
RAMP
PAX
HC. Manag.
Duty Manag.
The layout of the HCC reflects in and unified area a merging fact where all members
share in a row configuration their roles.

1
2
3 1 2 3
1
1
2 3 1 1
1
2
3 4
1
1
1 2 31
1
2
3
4
6
5
3
3
2
4
1
1
3
1
6
Baggage, Laterals
P.Back, GPUs,A.Cond.,,
Load and Unload
Ums and Spec. Services
Check in boarding
Pax T123
CAP ; Miscco. Pax /Bags
Routing
Hub C. Managers
F.Dispatcher Allocator
PKNs and D.Flight P.
Manag. Of each Dep.
HC Duty Manager
Subcontractors
Dedicated role of each of the Hub Control positions

• More than 150 TFTs displays with 24”
•All the positions equipped with and integrated com. Controlled by a pedal (Tetra, mobile,... )
•Video Wall with different Scenarios where to launch in an online mode the Airp. KPIs.
It was designed a comfortable and functional Control Center gathering all types of
requirements : ergonomics, acoustics, etc.

• More than 150 TFTs displays with 24”
•All the positions equipped with and integrated com. Controlled by a pedal (Tetra, mobile,... )
•Video Wall with different Scenarios where to launch in an online mode the Airp. KPIs.
•Natural Light over the ceiling
In less than three months from the plans to the real fact

• All the stations have the possibility to be swapped in case of failure of the next one
• The Hub Control Managers are the only one with a horizontal display. They have to follow up the status
evolution of more than 80 processes per flight.
• No printers are available, a centralized printing platform provides the service to the HC
• All telexes are received via the Outlook, It has been reduced the non necessary printouts
It has used the opportunity for a complete redesign of the working space of each
station

All the rows [ 1st and 2nd ] where the allocators
manage resources are configured with a 4
pivot 24” screens. With that configuration it is
possible to see more than 50 employees
without scrolling.
•Emergency PCs are distributed between each station ready to be launched in case of failure
•Strobe red lights over each station show the state of the voice : Busy, Incoming call, etc.
•Each agent carries his own hands free, It is not possible to use the voice without those devices
•Each department has a dedicated access to the Video Wall
All the details are really necessary to be studied in a 24x7 Control Center

• It was designed a dedicated nightly light set trying to
simulate a morning atmosphere in order to improve the
performance during the nights shifts where a lot prevision
tasks have to be executed
• Each screen is independently adapted to
the console avoiding the holders and
assuring a complete alignment of all the sets
of displays to each console.
Not only the day, during the night it is also important to create an appropriate
atmosphere of work

Which are our mayor internal success after 9 month of existence of our HCC
We have adopted a proactive role analyzing the evolution of
the operation instead of the previous reactive one
Unified decisions ,taken in consideration more constraints an
relations than previously improving the final result.
Easy distribution of the knowledge between agents with
different profiles and backgrounds.
Unified point of communication between IB and Aena. First
steps in a real CDM approach between the A.Authority and
the reference handling provider at T4.

Summary of the lesson learnt and global recommendation about the
risks associated to Ground Handling centralization over a Hub operation
• The unification of the operation requires a robust IT
platform behind.
• All tasks have to be fully remotely controlled, for that
reason it is essential to define for each one the variable
that will support the tracking: # of pax. Boarded, # of
bags loaded[BRS], # number of ULDs loaded, etc.
• The voice has to be practically eliminate between the
allocators and the agents
• As a preference step each department should start
out of the Hub Control no more than 2/3 month before
the transference of the management to the HCC
• Only the best employees will have the opportunity to
be members of the HCC ( Dedicated as much time as
possible during the personnel selection process )
To be consider
1 of 2

Summary of the lesson learnt and global recommendation about the
risks associated to Ground Handling centralization over a Hub operation
• Try to draw the roadmap of the consolidation process
defining a multi step procedure transferring the operation
to the HCC in a cascade mode.
• Use the opportunity ant try to unlock bad habits.
• Open the doors of the HCC to all the agents at the
beginning, everybody must know where all the decision
are being taken in Real Time.
• The design of a Control Center operational and functional
requires to analyze in a detail mode topics that many
times are in the boundary of the : ergonomic, acoustic,
etc.
To be consider
2 of 2

Those improvement directly point to:
1. Punctuality improvement
2. Better Pax & Baggage flow through the terminal. Reduction
of missc. Pax and Baggage
3. Better information availability in case of severe incidences
4. Provision of accurate information to the Airport Authority
and Iberia Airlines at any moment

• Centralized Shift Plan Department
• Centralization of the Vacation
Planning for all stations
• Shifts swaps and trade between all
employees through the Intranet
• Centralized data base
• Regional Control Centers
• Integrated Hub Control Center
interconnected with the regional
HCs
• …
In all of our Spanish stations
In regional Hubs or relevant stations
cHC
BJS
HC-1
HC-2
HC-4
HC-3
HC-5
x
Key airports in each of the regions
Influence area for each regional Hub Control Center
HC-6
Which It could be our next steps and potential challenges
cHC
BJS

HCC of Iberia Airport Services in Barajas: A dream come true

Iberia´s HCC Project

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