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24 Issues and risks; and allows proper transition and handover of the facili- Change requests to scope, schedule, and deliverables; ties and the systems within the facilities to the stake- and holders and end users. Alignment with the construction Defects and issues resolutions. schedule also permits regular updates and reviews of construction progress to be undertaken to confirm that construction and commissioning activities are proceed- WORKFORCE COMMUNICATION ing in alignment with milestones that are coordinated with the activation program. This facilitates identifi- Potentially significant changes to the working environment cation of any necessary adjustments to the activation may lead to concerns and questions from existing staff. To program owing to construction issues or difficulties in address these concerns and respond to these questions infor- achieving the program. This alignment includes links mation directed at existing staff is carefully managed so that between the activation and construction schedule identi- there are no distractions from the focus of all staff at key fying coordinated milestones for delivery of operations points in the airport terminal facility activation. and maintenance (O&M) manuals, training, testing, and commissioning. This includes a focus on the status of the Techniques such as "town hall" meetings where all staff, baggage handling system and any other complex or new no matter what grade, receive information from senior man- systems and processes. agement on the progress of the project and learn how upcom- 2. Development of and reporting on the operational readi- ing changes may affect their working lives have been used. ness countdown, including a reverse pass analysis of the This provides an opportunity for management to address spe- steps necessary for the run up to operations and allow- cific questions of staff. ing for a reality check on the airport terminal facility activation program and the construction program to con- EXTERNAL COMMUNICATIONS firm that sufficient time is available to permit an orderly transition to AOD. Communication of the changes that will occur to the airport 3. Definition of all airport terminal facility activation crit- as a result of the airport terminal facility activation need to ical path activities and, once defined, monitoring, track- be carefully managed so that the public is aware of changes ing, and reporting on progress. affecting travelers or people meeting travelers to and from the airport. The schedule, once developed, is circulated to all stakehold- ers including the construction team as a clear roadmap for the An external communications plan carefully developed with activation of the airport terminal facility. other key stakeholders such as airlines and government agen- cies is used to maximize the effectiveness of communications PLAN(S) OF OPERATIONS to the public. The plan covers support for people who miss changes to the process and procedures. It includes provisions The cornerstone of the airport terminal facility activation pro- to make sure that adequate information is available to help pas- gram is the development of a clear and complete set of plans sengers who get lost or find themselves at the wrong location. of operations for the facilities that will be transitioned to operations on AOD. These include standard, irregular, and COMMUNICATIONS TOOLS emergency operating procedures for the new airport terminal facilities. Plans of operations are developed for each key Fortunately, there are many manual tools in use and automated aspect of the airport that is affected by the new airport termi- tools that are being developed to support communications and nal facilities and could feature as appropriate: collaboration--see chapter seven for an overview of some of these tools. Airside/apron/ramp Terminal facilities Landside facilities, roadways. ACTIVATION SCHEDULE A review of current airport operating plans is undertaken The activation schedule details the timeline for the terminal to assess: facility activation process. It is developed early in the termi- nal facility activation process and is closely coordinated with Those that apply to the new facilities that can be imple- the design and construction schedule. The activation schedule mented with no changes. addresses three basic issues: Those that apply to the new facilities that can be imple- mented with either major or minor changes to part of 1. Alignment of the activation process with the ongoing the procedures. design and construction activities facilitates proper New procedures that need to be written to cover new engagement of the stakeholders in the review processes processes and procedures for the new facilities.

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25 Working groups are then established to review and develop the Terminal evacuation plan; operating plans for the new facilities. Figure 13 describes the Communication and coordination strategies--callouts, formation, work flow, and products of these working groups. briefings, and emergency centers; Staffing and monitoring schedules; Those interviewed indicated that the type and level of Terminal irregular operations--weather, air traffic, airport terminal facility activation undertaken determine life safety, building flow, air carriers, uncleared bag- the types of facilities requiring new or modified operating gage, building mechanical, and information technol- plans. It is critical that these plans be informed by the oper- ogy (IT); ational and maintenance requirements of the new systems Labor disruption plan; and equipment. It is essential that both the activation and Default, bankruptcy, or termination of service plan; the construction programs include milestones for delivery Overview of Emergency Management Program and of training, O&M manuals for new systems and equipment, Incident Management System; etc. Terminal facility operating plans address regular, irreg- Definition of airport operational levels--normal, irreg- ular, and emergency operations and include: ular operations, emergency, and disaster; Description of emergencies--aircraft-related, non- Roles and responsibilities of all stakeholders; aircraft-related, and medical; General descriptions of systems, equipment, and standard Command and control flowcharts for each emergency operating procedures; type; Detailed diagrams of passenger flows and employee Emergency checklists; and flows, as well as flows of goods and solid waste disposal; Emergency contact information for all stakeholders. General passenger processing, including check-in, gate, and boarding processes; The activation working group described in Figure 7 assigns Customer service amenities; responsibility for developing aspects of the various plans of Irregular operations equipment, facilities, and processes; operation to focus groups. As the plans are developed and Working Group to be comprised of the Single Points of Contacts (SPOCs) for Create Working Group the operational stakeholders of the airport authority. What are the operational plans that are required to document and support fully Identify Plans of Operations integrated airport operations; e.g., terminal, BHS, IRROPS, emergencies, Identify plan content? The departmental owner "owns" the majority of the processes, systems, and/or Identify Plan Owners equipment detailed in the plan. The owner is responsible for keeping the document up to date and has final approval on content and publication. Each plan is fully developed with input from and discussions with Working Group members and owners of processes, systems, and equipment to: Document and confirm roles and responsibilities Plan Development Document and confirm processes, systems, and equipment Identify and document requirements for subordinate (contingency/ mitigation) plans to support operations during IRROPS or emergencies. Review of document to ensure accuracy of content. Edit document for Development Review grammar, style, consistency, and format. Upon thorough review by relevant Working Group members and Plan Owner Publish Plan approval, document will be finalized and published. Training material, job aids, and/or guidebooks to be developed from plan Develop Training Material contents. Trials program to test viability of processes, systems, equipment, and training in Test Operational Plans a simulated operational environment. Plans of operations are living documents; amendments are to be made when Revisions as Required necessary as a result of evolving operational requirements to the working environment and industry standards. FIGURE 13 Working group work flows. BHS = baggage handling system; IRROPS = irregular operations (Source: Arup 2009).