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Airport Information 41 Table 4-4. Business-critical information for IT/Telecom. Business-critical Key Data information data elements Metrics source Systems reliability (1) Reliability statistics: IT Return on investment of various IT records information and security equipment downtime hours by systems; systems security statistics system; help desk calls per system trends; systems reliability trends (2) Security information: number of unauthorized attempts to access IT systems (successful and unsuccessful) IT performance and (1) IT maintenance: number of Efficiency metrics, such as IT records maintenance information system ports percentage of systems maintained; number of FIDS downtime; cost and time for screens, jetways, visual paging system recovery in event of displays, baggage carousels, and disaster flight departure displays maintained; personal computers maintained per staff; network servers maintained per staff (2) IT performance: percentage of time network is available; number of personal computer problems resolved Amount of unauthorized or Number of instances of Percentage of systems capacity IT records personal use of computers inappropriate email content or available at peak periods; internet use; percentage of network percentage of employees capacity devoted to personal use engaged in inappropriate internet use Typically, the Landside division presides over any emergency communication system. Using digital telephone switches and voice over internet protocol (VOIP), the communications activi- ties under this division's control include paging, relaying tower information to interested parties, processing work requests, emergency notification, and CCTV and access control monitoring. Gate and counter assignments can also originate from the communications center. Airport parking is typically the responsibility of Operations. Parking activities can also be accom- plished through a contractor or concessionaire but are typically operated by airport employees. Facility count systems provide line supervisors and senior management with real-time occu- pancy levels of each parking lot and enable staff to adjust staffing levels in response. As a division, Parking also uses various techniques to record the license plate data of all cars that remain overnight in the parking facilities. Data are typically collected with electronic handheld devices that record plate number, location, and first time and date of occupancy. Data from these devices can be downloaded into a database available to many other divisions within an airport, providing assis- tance to the public and an additional level of revenue control and security. Significant Metrics from Operations Business-Critical Information Along with the Planning, Properties, and Accounting divisions, Landside shares an interest in relationships between passengers moving through an airport complex and time spent while there. Hence, the public's dwell times in concession areas, ticket counters, parking lot entrances and exits, and airport-controlled gates are key indicators noted by Operations, which, when used properly, become useful tools for staffing, reallocation of resources, reassignment of facilities, tenant notification, deployment of police, and dispatch for additional vehicles.
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42 Integrating Airport Information Systems Table 4-5. Business-critical information for properties. Business-critical Key Data information data elements Metrics source Tenant lease data (1) Leased space: amount and Public space square footage Lease summaries with location of square footage of space per PAX; return on investment contract terms from leased by tenant by type (exclusive, calculations; vacant-to-total Properties division, non-exclusive, common use, etc.) space ratio; airline revenue as a CAD percentage of total revenue (2) Lease rentals: annual space rentals by tenant; other annual lease payment obligations by tenant (3) Lease terms: term (length) of lease by tenant; usage requirements Concessions data (1) Leased space: leased square Concession space per PAX, per Tenant self-reporting, footage by concession type (food EP, per O&D PAX; concession lease summaries, point- and beverage, news and gift, duty revenue (total, food and of-sale systems; free, advertising, hotels, services, beverage, news and gift, accounts receivable etc.) advertising, services, other) per records PAX, per EP, per O&D, per (2) Concession revenues: gross square foot of terminal space; concession revenues by concession non-airline revenue as a type; net concession revenues by percentage of total revenue type; minimum annual guarantee by concession location or lessee (3) Other: number and type of concessions; concession locations that will be available for lease by month; number of customer complaints by concession location Security has become a critical component of Operations. Because unauthorized entry onto the AOA has security and financial implications, trends in the number of unauthorized entries by tenant, location, and time are valuable indicators of the effectiveness of the air- port's security program. Working with Accounting, constant review of metrics (such as revenue required per period of use for loading bridges and other equipment compared with actual utilization history) can result in modification of charges to ensure full cost recovery. Similar analysis can occur as rev- enues from commercial vehicles are compared with actual cost so that the airport can provide facilities and support services to this segment of the airport vehicle population. Parking metrics, such as revenues per O&D passenger, usage analyses, and net revenues per parking space (return- on-investment analyses), are valuable in the planning and financing of facilities. The Operations divisions, as well as the Planning and Accounting divisions, are interested in the percentage uti- lization of such assets as runways, taxiways, and aprons related to wind direction, time of day, and air carrier hub complex scheduling. From this information, maintenance of such facilities can be scheduled, planning for additional facilities initiated, and resources reallocated. Similarly, monitoring of ceiling and visibility conditions enables the Airside division to anticipate the required activation of Category (CAT) II and CAT III procedures and to alert other airport agen- cies of potential airport delays. Finally, contractor performance records become important when trend analysis suggests poor safety practices are evident.