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APPENDIX C Assessment Tool Content Information 48
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Assessment Tool Content Information 49 Table C-1. Commercial assessment. Questions for Basis Impact Resulting Action Cost Impacts Validation Is a common use An airport-owned and Without a current The airport must develop a 1. Airport staff and system installed operated self-tagging common use platform common use strategy as an consultant manhours for at the airport? implementation is based in place, an airport underlying passenger planning and design on a common use must undergo processing methodology. 2. Transition costs from platform. additional cost and airline-dedicated kiosks effort associated with to airport-owned CUSS the implementation of kiosks common use self- 3. Infrastructure costs service (CUSS) kiosks, for common baggage including gaining the handling system support and cooperation of the airlines. The impact may also include common bag drop. Are current The implementation of Without support and The airport should seek to 1. Airport staff and airlines self-tagging directly cooperation from the understand the concerns that consultant manhours for amenable to impacts the business airlines, a self-tagging the airlines have with self- planning and passenger self- models and operational initiative is unlikely to tagging and seek to resolve coordination tagging? processes of the airlines. succeed. them cooperatively. Is there an A passenger self-tagging Without a working The airport should facilitate 1. Airport staff and airline-centric working group that group, the airport will the development of a working consultant manhours for working group to represents the airlines is spend an excessive group comprised of planning and ongoing support the self- an effective way to amount of time trying representation from each meeting coordination tagging decision- uncover and to uncover individual airline to provide input into making process? accommodate airline airline requirements the self-tagging decision- concerns and and may end up with making process. requirements. conflicting information. Are current lease Airport-owned self- Lease agreements not If the leases are expiring, the 1. Airport management agreements tagging requires lease written to airport should work with the and business staff and expiring in the agreements with accommodate airlines to put language in the consultant manhours for near term? provisions similar to common use lease that will give the airport planning and common use, enabling provisions limit the the rights it needs to reorganization of lease the airport to implement airport's ability to implement a self-tagging requirements a self-tagging solution. implement a self solution. If the leases are not tagging solution. expiring in the near term, the airport needs to seek amendment options to long- term leases. Are the airlines' Supporting the airlines' If the airport moves The airport should seek to 1. Airport management business drivers business drivers are forward with self- understand the airline(s) and business staff and known? critical to the success of a tagging without an business drivers that may be consultant manhours for self-tagging understanding of the affected by self-tagging, so as planning and business implementation. airlines' business to develop a design to best definition drivers, they will accommodate each. 2. Airport staff and likely have significant consultant manhours for pushback from the design work airlines, which may result in an unsuccessful initiative. (continued on next page)
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50 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-1. (Continued). Questions for Basis Impact Resulting Action Cost Impacts Validation Are the airlines' Queue times serve as a Without an The airport should work with 1. Airport staff and customer service baseline measurement understanding of the each airline to uncover its consultant manhours for goals with that enables resource queue time goals, the queue time goals for each planning, potential time- respect to planning for self-tagging. ability to plan passenger processing function, motion studies, and self- queuing times in adequately for and use that information in tagging simulations the check-in resources will be conducting self-tagging 2. Potential software lobby known? limited and the simulations. costs for simulation tools resulting implementation may not meet the passenger processing demand. Are the airlines' Supporting the airlines' If the self-tagging The airport should work with 1. Airport management business business practices are implementation is not each airline to understand its and business staff and practices for critical to the success of a based on an specific handling processes for consultant manhours for handling priority self-tagging understanding of the priority passengers and planning and business passengers and implementation. airlines' practices for exceptions, and design a definition exceptions processing priority solution that accommodates 2. Airport staff and known? passengers and each. consultant manhours for exceptions, an design work excessive number of failures requiring rework may occur. Are the airlines' Passenger demographics Without an The airport should work with 1. Airport staff and current and are an important understanding of the each airline to understand its consultant manhours for projected informational input for passenger specific passengers' planning, potential time- passenger resource planning for demographics, the demographic makeup, and use motion studies, and self- demographics self-tagging. ability to plan that information in conducting tagging simulations known? adequately for self-tagging simulations. 2. Potential software resources will be costs for simulation tools limited and the resulting implementation may not meet the passenger processing demand. Are airline Airline baggage exception Not accounting for the The airport should work with 1. Airport finance and baggage payment rules, such as overweight baggage exception each airline to understand its operations staff, and and exception fees are always subject to rules can severely specific baggage exception consultant manhours for requirements change. Payment options impact the airlines rules, and use that information planning, and design known? for baggage vary greatly, ability to operate. in the design of the self-tagging 2. Potential software, based on specific airlines solution. costs to implement and locations. Payment payment scenarios for baggage may occur at the self-service kiosk or at the common bag drop location. Each variation must be accommodated in an airport-owned self- tagging implementation.
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Assessment Tool Content Information 51 Table C-1. (Continued). Questions for Basis Impact Resulting Action Cost Impacts Validation Are customer An airport-owned self- Airlines struggle with The airport should work with 1. Airport staff and service tagging implementation, how to properly the airlines involved to consultant manhours for requirements where more than one service customers, establish a customer service planning and understood? airline is involved, results where there is a mix of plan to ensure proper development of a plan in the potential mixing of airline passengers. customer service is applied. 2. Potential airport staff airline passengers at the This can result in the in the execution of the same check-in locations, potential mishandling customer service plan at the same time. of customers, and ultimately affect the "customer service" image of an airport. Are rules CUSS kiosks by definition If there is not an The airport should work with 1. Airport staff and established for are used by multiple established set of the airlines involved to consultant manhours for the use of airlines. Some airlines rules, then each airline establish a kiosk usage plan. planning and common use block the usage of the may treat these development of a plan kiosks in CUSS kiosks from other differently. dedicated airline airlines' passengers. lease spaces? Table C-2. Legal/financial risk assessment. Questions for Basis Impact Resulting Action Cost Impacts Validation Are there Some airlines have union The implementation The airport should have its 1. Airport management contractual contracts in place that of self-tagging results legal department assess the and legal staff and requirements must be considered in the modification of potential impact and include consultant manhours for for airline during the job duties for a the findings in the decision- planning and impact employees at implementation of self- portion of the airline making process. assessment ticket counter tagging. agents. Making these locations? modifications in practice may cause a breach in existing contract terms. Is the funding A self-tagging Unknown costs can Using this Assessment Tool, 1. Airport management for passenger implementation requires severely affect the the airport can establish a and finance staff and self-tagging investment in consulting, successful outcome of detailed matrix of costs for all consultant manhours for adequately design, construction, the self-tagging areas of a self-tagging planning and financial understood and equipment, and ongoing implementation. implementation. As the U.S. impact assessment budgeted for? maintenance. Many of pilots for self-tagging mature, these costs are airports will have the associated with opportunity of working necessary changes to through ACI to potentially existing equipment and obtain sample costs from these infrastructure, such as pilot locations. with self-service kiosks and baggage handling systems. (continued on next page)
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52 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-2. (Continued). Questions for Basis Impact Resulting Action Cost Impacts Validation Are liability An airport-owned self- If failures in an The airport should conduct a 1. Airport management issues resulting tagging implementation airport-owned or risk analysis to assess the and legal staff and from impacting can ultimately result in controlled system potential impact on all process consultant manhours for airline shared responsibility of cause a negative steps of the self-tagging planning and impact operations the airport and airline in impact on airline implementation and include assessment, and properly equipment reliability, operations, the airport the findings in the decision- development of the understood? baggage acceptance, and may be at risk for making process. If necessary, agreement other operational issues. financial damages. the airport should pursue the introduction of baggage handling service agreements. Can changes be The costs of If the airport is not The airport should have its 1. Airport management made to rates implementing and able to update the finance department assess the and finance staff and and charges to supporting a common- rates and charges to capacity for increasing rates consultant manhours for support the use self-tagging the airlines in a timely and charges and include the planning and rate and implementation implementation may be manner, the project findings in the decision- charges plan of self-tagging? recuperated through may not have making process. modification to rates and sufficient funding. charges. Table C-3. Facility impact assessment. Questions for Basis Impact Resulting Action Cost Impact Validation Will self-tagging Extensive facility The use of an existing The airport must thoroughly 1. Airport staff and be implemented modifications to the facility limits the understand the facility consultant manhours for in an existing baggage handling system, design possibilities of limitations and develop a self- planning and design facility? check-in areas, and a self-tagging solution. tagging solution that will 2. Potential significant others may be required provide the greatest benefit to costs in facility and to accommodate self- passenger flow and check-in infrastructure changes tagging. efficiency within the physical and resource constraints. Is a significant As passenger traffic If the self-tagging The airport must evaluate the 1. Airport staff and increase in increases, the solution is not projected growth in volume of consultant manhours for enplanements requirement for an designed to reduce passengers and design a self- planning and design expected? efficiency-based self- congestion, increase tagging solution that will draw 2. Potential costs in tagging design becomes passenger flow, and passengers away from the facility and infrastructure critical. reduce processing traditional check-in areas to changes time, significant reduce congestion in the lobby. rework may be required as passenger traffic increases. Is the check-in Processing time at a self- If self-tagging kiosks The airport must evaluate 1. Airport staff and lobby area space tagging kiosk is generally are implemented in a space requirements for consultant manhours for constrained? longer than at a self- space-constrained placement of self-tagging planning and design service kiosk without check-in lobby, kiosks within the check-in 2. Potential costs in self-tagging. Also, space congestion problems lobby area and design a self- facility and infrastructure requirements around a may actually increase. tagging solution that will changes self-tagging kiosk minimize space congestion. generally require a greater foot print than with a traditional self- service kiosk.
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Assessment Tool Content Information 53 Table C-3. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Is passenger flow The efficiency of If self-tagging kiosks The airport must evaluate the 1. Airport staff and congested? passenger flow can be are implemented current passenger flow and consultant manhours for improved through a without a strategic congestion and design a self- planning and design strategic self-tagging approach to tagging solution that will draw 2. Potential costs in implementation. improving passenger passengers away from the facility and infrastructure flow, the result may traditional check-in areas. changes actually impede passenger flow. Are baseline Baseline measurements Designing a self- The airport should conduct 1. Airport staff and measurements for passenger processing tagging solution time and motion studies of the consultant manhours for for passenger are necessary for without accurate current check-in processes to planning and design, processing developing useful baseline establish a set of throughput conducting time and available? simulations to determine measurements will baselines. motion studies the appropriate self- likely result in an 2. Potential costs in tagging resource implementation that facility and infrastructure distribution. does not meet the changes desired goals. Is the security An improvement in As passenger The airport should work with 1. Airport staff and checkpoint area passenger processing throughput increases, the local TSA during concept consultant manhours for currently a point throughput as a result of queue line design to study and monitor planning and design of congestion a self-tagging congestion/peaks at changes in passenger flow at 2. Potential costs in that is space implementation can the security the security check point, to facility and infrastructure constrained? impact passenger flow checkpoint may ensure the TSA is prepared for changes patterns at the security increase. potential passenger flow 3. May also include checkpoint. changes at the security staffing costs at the checkpoint. security checkpoint Is a centralized A common bag drop Without a centralized The airport should assess the 1. Airport staff and baggage handling system requires a means baggage handling baggage handling system consultant manhours for system with to sort and screen (tag system, and the means requirements for the desired planning and design baggage status, etc.) baggage from to effectively screen self-tagging implementation 2. Potential costs in sortation any participating airline baggage, a self-tagging during the conceptual design changes to the baggage available where inducted at the baggage solution will be costly phase to understand the handling system, self-tagging and drop position(s). and limited. limitations and potential including infrastructure, common bag modifications to the baggage and screening equipment drop are being handling systems. and software. considered? Is the baggage The physical space in the A lack of space in the The airport should evaluate 1. Airport staff and makeup area baggage makeup area baggage makeup area modifications needed to the consultant manhours for space must be able to may limit the airport's baggage handling system planning and design constrained? accommodate any ability to make the during the conceptual design 2. Potential costs include additional equipment necessary changes to phase, to ensure the design is facility, hardware, and that may be required for the baggage handling in accordance with the space software changes to the a self-tagging system, to limitations of the baggage baggage makeup area. implementation, accommodate the self- makeup area. including injection belts, tagging inline scales, bag-tag implementation. scanners, and baggage diverters. Does the baggage The implementation of Due to the potential The airport must assess the 1. Airport staff and handling system self-tagging will likely increase in peak throughput capacity of the consultant manhours for have the capacity increase the peak demand, the capacity baggage handling system planning and throughput to accommodate demand on the baggage of the baggage compared with peak- simulations demand at peak handling system. handling system may operations under the planned 2. Potential costs in operations? need to be increased self-tagging model and plan to baggage handling system as part of the self- make modifications if modifications. tagging required. implementation. (continued on next page)
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54 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-3. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Can the baggage To achieve passenger Depending on the The airport must assess the 1. Airport staff and handling system processing efficiencies, physical layout, more accessibility to the baggage consultant manhours for accommodate along with than one baggage handling system for the planning and design additional accommodations for induction point may location in which the self- 2. Potential costs in induction points? airline locations, more not be possible, or tagging bag drop is designed. baggage system than one baggage may result in If additional induction belts modifications. induction/acceptance significant costs. are required, these should be point may be needed. included in the design. Table C-4. Operational assessment. Questions for Basis Impact Resulting Action Cost Impact Validation Are performance To make an informed Designing a self- The airport should work with 1. Airport staff and criteria, such as decision as to the benefit tagging solution the partnering airlines to consultant manhours for time and motion of a self-tagging without accurate time obtain/conduct time and planning and design, studies, for installation, time and and motion motion studies for use in conducting time and current check-in motion information of information will likely process modeling and layout in motion studies processes current check-in result in an the self-tagging and bag drop 2. Potential costs in available? processes (desk check-in, implementation that implementation facility and infrastructure self-service kiosks, bag does not meet the changes drop) is necessary. desired goals. Are check-in A self-tagging solution The placement of self- The airport should account for 1. Airport staff and kiosks (airline- requires the use of self- service kiosks is a the costs of self-service kiosks. consultant manhours for dedicated or service kiosks for check- significant planning The airport should involve the planning and design common use self in. component of airlines with the planning 2. Potential costs in service) passenger self- phases of the kiosk design and hardware and software currently in use tagging. placement. costs for kiosks. for the areas or airlines where self-tagging is under consideration? Can current self Self-tagging requires the Without bag-tag The airport should determine 1. Airport staff and service check-in printing of bag tags at the printers, self-tagging if the existing kiosks can be consultant manhours for kiosks self-service kiosk. is not possible. retrofitted or if new kiosks planning accommodate must be procured. 2. Potential costs in printers for bag printers, paper stock, tags? kiosks and/or kiosk upgrades. Can rebooking be Rebooking operations If not planned for The airport should work 1. Airport staff and moved to a require the use of staff properly, or removed closely with its airline partners consultant manhours for location away and facilities in a manner from the check-in in reviewing all rebooking planning and preparation from the ticket different from the area, rebooking options, and establish a plan of a rebooking plan counters, to gate standard check-in operations can result that best accommodates the 2. Potential costs in lounges or other process. in long queue lines entire check-in process. facility and infrastructure locations? and disruption of the changes self-tagging process.
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Assessment Tool Content Information 55 Table C-4. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Are airport If the airport is going to Not being able to The airport should work with 1. Airport legal and responsibilities take over a portion of the comply with these risk management and legal management staff and for passenger rules of carriage, then the rights will limit the departments to resolve any consultant manhours for rights regarding airport may need to ability of the airport to issues that are identified. assessing risk and checked bags comply with passenger pursue self-tagging developing a plan understood? rights regarding checked and bag drop. bags. Does airport IT Self-tagging and bag drop Airports not prepared The airport should analyze and 1. Airport staff and currently require new IT systems for providing IT plan for the appropriate level consultant manhours for support and support. support can affect the of IT support, internal and/or planning and preparation operational successful operations outsource staffing. of IT support systems for the of the self-tagging 2. Potential costs in IT airport? implementation infrastructure upgrades 3. Potential costs in additional airport staff and/or outsourcing contracts 4. Potential cost in training Are the airline An airport owned and If maintenance The airport should review the 1. Airport staff and service level operated self-tagging requirements of the airlines' current support consultant manhours for requirements in system requires ongoing airlines cannot be agreements to uncover planning and preparation supporting a self- maintenance of self- accommodated, the requirements that will be of IT and maintenance tagging service kiosks and airport is at significant impacted by self-tagging and support implementation baggage induction / risk for adversely make accommodations to 2. Potential costs in known? handling systems affecting airline provide the necessary level of infrastructure upgrades (depending on the level operations. service. 3. Potential costs in of implementation). additional airport staff and/or outsourcing contract 4. Potential cost in training Is the number of Self-tagging increases the Document control of The airport should analyze and 1. Airport staff and bag tags printed chances of "user error" in the bag tag impacts establish accountability consultant manhours for for each the number of bags the design of the self- policies and procedures for planning and preparation passenger printed and discarded. tagging and bag drop bag-tag printing. Bag-tag of procedures accounted for implementation. status (active or inactive) today by the should be considered in the airlines or resultant procedures. airport (included unused tags)? Are there A self-tagging Service levels will not The airport should analyze 1. Airport staff and adequate airport implementation shared be met if the staffing is what staff is needed to support consultant manhours for service by more than one airline not appropriate. Any a self-tagging/bag drop planning and preparation management necessitates the shared implementation of this implementation, and create of management processes processes and responsibilities for nature would require appropriate management 2. Potential costs in on-site technical service and maintenance an analysis of processes to meet the support additional maintenance support to between airlines and/or processes and on-site needs of these systems. staff maintain systems airport staffing. technical support. and hardware (kiosks, bag drops, technology infrastructure)? (continued on next page)
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56 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-4. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Are airport Service recovery is a key Airlines typically The airport should create 1. Airport staff and procedures in operations issue. When resist any airport- processes which will support consultant manhours for place to account irregular operations provided service that service recovery and meet the planning and preparation for self-tagging occur, the airlines depend can reduce the ability airlines' needs. of procedures during irregular on their passenger of the airline to meet operations? processing systems to operational needs. ensure passengers are This is even more processed on flights. critical given new regulations that impact penalties that airlines have to pay for delays. Are there plans Off-site check-in can Impact may be The airport should work with 1. Airport staff and for off-site check- enhance the performance significant depending security authorities (TSA, local consultant manhours for in? of a self-tagging solution. on the requirement security staff, etc.) to resolve planning for printing active or any open security issues. 2. Potential process or inactive bag tags. infrastructure changes to existing off-site check-in Is the current As with other common The impact varies due The airport must develop a 1. Airport staff and infrastructure to use systems, an airport- to ownership and common use strategy, defining consultant manhours for support self- owned self-tagging and implementation infrastructure ownership. It planning tagging and bag common bag drop system decisions. Any time may be necessary for the 2. Transition costs from drop (i.e., necessitates the there are two parties airport to take ownership of airline-dedicated to building, ownership of airport involved in the the various infrastructure airport-owned telecom, BHS, infrastructure. ownership of the components, but it depends on infrastructure etc.) airport- system and the implementation. owned? infrastructure, the impact increases. Is there a Configuration and change Not having a The airport should create a 1. Airport staff and configuration management is key in an configuration and configuration and change consultant manhours for and change IT system to ensure that change management management process planning and preparation management changes are made in a process established according to a standard such of change management process already manner that limits the will adversely impact as IT infrastructure procedures established to impact to operational airline operational library (ITIL). 2. Potential training costs track the activities. activity. airport's infrastructure configuration changes? Can the airport A common bag drop Airline operation is The airport should work with 1. Airport staff and support the solution must be affected if the bag the airlines to ensure airline consultant manhours for airlines' current prepared to support the drop implementation rules for mishandled bags are planning and preparation processes for various airline processes cannot support airline supported in the self-tagging of procedures mishandled for mishandled bags. mishandled bag rules. system and the designs bags? account for dynamic changes of these rules. Can the airport Accessibility guidelines, If the processes are The airport should identify all 1. Airport staff and support the as given by ADA must be unable to support ADA ADA requirements and work consultant manhours for Americans with considered when requirements, the with the local ADA community planning and preparation Disabilities Act undertaking any project overall to determine a resolution. of procedures (ADA) that impacts passenger implementation of requirements for processing in the U.S. self-tagging and bag special needs drop could be travelers in the adversely impacted. self-tagging and bag drop implementation?
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Assessment Tool Content Information 57 Table C-4. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Can location Signage is required both Poor signage or The airport should work with 1. Airport staff and signage for self- to provide branding for conflicts with the the airlines to determine their consultant manhours for tagging and bag the airlines and/or airport signage needs for signage and ensure planning, and design drop be clear and services provided, as well program can cause that these needs can fit within 2. Potential software, prominent, as as to provide way finding confusion with the the airport signage program. hardware, and well as and instruction. passengers and may infrastructure costs for conforming to also cause concerns dynamic signage the airports with the airlines. components signage requirements? Can the airport Each airline may have Not understanding The airport should work with 1. Airport staff and support varying requirements specific airline the airlines to establish rollout consultant manhours for presenting impacting the use and business rules for use plans to ensure the greatest planning, and design airlines in placement of kiosks on self-service kiosks success in kiosk usage. 2. Potential software, particular kiosk throughout the facility can impact the success hardware, and software locations (i.e., are (such as with location of airport-controlled costs for kiosks all airlines active and presentation of self-tagging kiosks. on all kiosks, or airline brands), and may are some blocked wish to restrict how their in particular application is installed in locations) in the the airport. self-tagging implementation? Do bags need to Airlines may require Locations of weigh The airport should work with 1. Airport staff and be weighed in a weight to be measured on stations could the airlines to determine their consultant manhours for specific area to bags within a certain determine the weighing requirements. planning, and design accommodate all proximity of their check- locations of the self- 2. Potential hardware and airline baggage in desks. tagging and bag drop infrastructure costs for acceptance and systems. bag scales exception requirements? Are airline If the self-tagging Tag activation may The airport should work with 1. Airport staff and employees implementation uses need to incorporate airlines to determine the consultant manhours for required to active/inactive tags, airline employees, impact of this requirement, planning, and design activate the bag there may be which can impact the and to help establish an tag in the BRS requirements (labor, operations of an airport plan. and conduct a other) that would allow airport-controlled bag document check? only airline employees drop location. the ability to activate the bag tag. Are locations Airlines may wish to have Additional space may The airport should work with 1. Airport staff and needed for a separate counter for need to be allocated to airlines to determine the consultant manhours for passengers to rework to allow support this activity. impact of this requirement, planning, and design weigh and passengers the ability to and to help establish an 2. Potential facility possibly repack weigh their bags and then airport plan. changes their bags prior repack if necessary. to approaching the bag drop? Does the airline Airlines may wish to have Additional space may The airport should work with 1. Airport staff and have separate areas to treat need to be allocated to airlines to determine the consultant manhours for requirements for their premium support this activity. impact of this requirement, planning, and design specialized passengers differently and to help establish an 2. Potential facility passenger areas than the other airport plan. changes (i.e., business passengers. class, rework)? (continued on next page)
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58 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-4. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Do the kiosks Some airlines would like Additional kiosk logic The airport should work with 1. Airport staff and need to filter out to have the self-tagging and/or locations may the airlines to establish rules consultant manhours for passengers with kiosk operations "kick need to be identified. for handling exceptions. planning, and design exception out" any exceptions to a Depending on the processing special airline handling airport layout, requirements? area to keep the bag drop exception handling moving efficiently. locations may have impact on airline locations with relation to the distance a passenger may have to walk from the kiosk or bag drop location. Does the self- Passengers will require a Receipt printers may The airport should work with 1. Airport staff and tagging receipt for their baggage be required, or the airlines to determine the consultant manhours for application when they self-tag. This boarding pass printer impact of this requirement. planning, and design provide a receipt receipt may be used to find will also need to 2. Potential hardware and for baggage? their baggage, verify that produce receipts for software changes to kiosks they are the owner, and baggage. 3. Potential printer and other requirements, based paper stock costs on airline-specific rules. Is there a formal Along with service level If there is no formal The airport should work with 1. Airport staff and process for kiosk agreements, and change process defined, airlines to determine the consultant manhours for moves, adds, and maintenance changes could impact of this requirement, planning, and preparation changes (MACs)? management, the airport adversely impact and to prepare the plan. of the plan needs a defined process airline operations. for MACs. Are criteria Queues are a critical If there are no criteria The airport should work with 1. Airport staff and established to impact to the overall established, it will be airlines to establish consultant manhours for accurately success of a self-tagging difficult to determine appropriate monitoring plans. planning, and preparation measure and project. how the self-tagging of the plan monitor queues? system is functioning 2. Potential costs for and when to add airport staff towards the additional resources execution of the plan to reduce queues. Do airlines offer Airlines are improving If the airlines wish to The airport should work with 1. Airport staff and a self-service their self-service provide these airlines to establish consultant manhours for irregular offerings and allowing services, then the self- appropriate plans. planning, and preparation operations passengers the ability to service kiosks will of the plan recovery perform more tasks in a need to be configured 2. Potential costs for process? self-service mode. to allow irregular airport staff towards the operations recovery execution of the plan processes. This may include additional locations and more support staff. Is the airport One method of self- This emerging process The airport should work with 1. Airport staff and interested in a tagging which is evolving will require a change airlines to identify consultant manhours for home printing includes printing tags at in the airline system requirements. long-term planning tag solution? home on the passenger's to support printing personal printer. bag tags at home. Is the airport Some airports are using This process may The airport should work with 1. Airport staff and pursuing or RFID bag tags. require special self- airlines to identify consultant manhours for already have an tagging bag tags, requirements and research planning RFID solution as which may impact the available RFID bag tags and 2. Potential hardware and part of its current self-service their ability to function within software costs to modify baggage system? kiosk configuration. the self-tagging kiosks. the kiosks 3. Special paper stock Can non-active Airlines, airports, and Allowing non-tagged The airport should ensure that 1. Airport staff and or non-tagged government regulators or inactive-tagged the system is designed to consultant manhours for bags be placed are very concerned that a bags into the baggage prevent non-active or non- planning, and design on baggage non-tagged, or non- system would not tagged bags from being placed 2. Potential hardware and belts? active-tagged bag can be meet the intent of the on the bag belt. software costs for introduced into the baggage self-tagging, bag drop scanners system and ultimately system. make it onto an airplane.
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Assessment Tool Content Information 59 Table C-4. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Can passengers Different types of bags Incorrectly placing The airport should work with 1. Airport staff and place bags (e.g., wheeled, soft-sided) baggage on the airlines to establish consultant manhours for incorrectly onto must be placed on the baggage belt could appropriate plans and planning, and preparation bag belts? take-away belt in cause baggage system procedures. of the plan different ways, including jams downstream. 2. Potential costs for the use of baskets. airport staff towards the execution of the plan Will operations System outages are If there is no manual The airport should work with 1. Airport staff and need to continue especially an issue in a process, all passenger the airlines to define a manual consultant manhours for in a manual small airport. In a large processing could stop planning, and preparation mode if the airport, there may be if the entire system is of the plan system goes enough stations to ensure down. 2. Potential costs for down? that there is a subset of airport staff towards the the system working. execution of the plan Will the airline If all kiosks are able to Early bag drop The airport should work with 1. Airport staff and change their print bag tags, it is requires larger airlines to establish consultant manhours for acceptance rules possible that passengers amounts of hold space appropriate plans and planning, and preparation to allow printing may want to drop their in the back for procedures. of the plan of tags earlier? bags earlier. baggage. 2. Potential costs for airport staff towards the execution of the plan Is the airline Self-tagging relies on Manual encoding The airport should work with 1. Airport staff and producing a accurate BSM messages could adversely airlines to ensure that the consultant manhours for proper BSM (per from the host system. If impact the self- proper BSMs are being sent. planning, and IATA standards) the airline is not sending tagging operations. coordination for the BRS? proper BSMs, then a large number of bags will end up at manual encoding. Does your Because of the new If there is no room for The airport should determine 1. Airport staff and airport have process of adding active manual encoding, if space can be found for a consultant manhours for room for a and inactive tags to the encoding would have manual encoding station. planning, and design manual encode sortation system, any bag to be done at the 2. Potential facility station? that does not have an loading pier, prior to changes active tag that is in the loading on the aircraft. system would have to be manually encoded. Table C-5. Regulatory/security assessment. Questions for Basis Impact Resulting Action Cost Impact Validation Will a self-tagging The TSA views behavioral Changes to the queue The airport should work 1. Airport staff and implementation analysis of the queue line as a patterns have an effect on with the local TSA during consultant have a significant layer of security. the way that the TSA conceptual design to gain manhours for impact on current performs behavioral analysis input on impacts to planning, and queue lines? to detect potential threats. security. design Will a self-tagging The TSA staffs the security Changes to the processing The airport should work 1. Airport staff and implementation checkpoint based on an times have an affect on the with the local TSA during consultant have a significant understanding of the current resource requirements at conceptual design to manhours for impact on check- passenger flow rates. the security checkpoint. ensure that they are planning, and in processing prepared to make design times? necessary changes to the security checkpoint. Is a self-tagging At the time this tool was Until the TSA has approved a The airport should 1. Airport staff and implementation developed, the TSA has not set of self-tagging monitor the TSA's position consultant being considered? approved self-tagging in the implementation protocols, on self-tagging and be manhours for United States, but is implementation of self- prepared to adhere to the planning, and participating with ACI and tagging will not be procedural mandates design IATA in the establishment of permitted. made by the TSA. U.S. Airport pilot sites. (continued on next page)
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60 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-5. (Continued). Questions for Basis Impact Resulting Action Cost Impact Validation Has the potential Primary concern from the Proposed airport Airports should establish a 1. Airport staff and of a self-tagging TSA, regarding self-tagging is implementations that are plan that identifies how consultant implementation that the process for viewed by the TSA as security operations will be manhours for been discussed implementation across the compromising current equal to or exceed current planning, and with Local and U.S. be consistent and that security operations will levels. design corporate TSA? each implementation meets not be accepted by the TSA. 2. Potential cost or exceeds current security includes upgrades coverage. to existing security systems: hardware/software Are kiosks Verification of identification If kiosks are not capable of The airport should 1. Airport staff and equipped with the at the kiosk will help reduce scanning standard forms of determine the passenger consultant ability to read the likelihood of an identification, then there is a identification methods manhours for standard forms of unauthorized person potential for an required by each airline planning, and identification such obtaining a bag tag. unauthorized person to and equip the kiosks with design as driver's obtain a bag tag in the name the required functionality. 2. Potential cost licenses and of a different passenger. includes upgrades passports? to existing kiosks: hardware/software Is the current The TSA is probably going to If the baggage handling The airport should 1. Airport staff and baggage handling require the use of system cannot identify and monitor the TSA's position consultant system capable of active/inactive bag tags to divert an "inactive" bag, the on self-tagging and be manhours for scanning and ensure unauthorized bags do TSA will not likely approve prepared to incorporate a planning, and diverting bags? not get loaded onto an of the implementation. baggage handling system design aircraft. The airport's if active/inactive tags are 2. Potential cost baggage system must be mandated by the TSA. includes upgrades capable of removing bags to existing baggage with tags that are not "active." handling system equipment: hardware/software Does the planned The TSA is probably going to If an unauthorized person is The airport should design 1. Airport staff and self-tagging bag require that a passenger or able to gain access to a bag into the bag drop area a consultant drop have a unauthorized person not have that has been inducted into secure induction point manhours for securely access to baggage that has the baggage system, it will that can be physically planning, and controlled been accepted and the be considered a security controlled by the agent design induction point to baggage tag activated, unless breach. accepting and activating 2. Potential cost the baggage under supervision by the bags. includes upgrades system? airline representative. to existing baggage induction belt, and facility construction Are the The TSA is probably going to The self-tagging The airport should 1. Airport staff and requirements for want to extend its security implementation may be monitor the TSA's position consultant the passenger selectee program to include impacted if support for the on self-tagging and be manhours for selectee program the self-tagging process. selectee program has not prepared to incorporate planning, understood? been planned for. process changes necessary preparing changes to support the passenger to program selectee program. Is the Payment Most airlines are working If not planned for properly, The airport should 1. Airport staff and Card Industry toward solutions to allow PCI audits can have investigate PCI compliance consultant Data Security payment of baggage at the significant negative impact and audit requirements. manhours for Standard (PCI self -service kiosks. This will on the self-tagging planning DSS) understood be a component of self- implementation. 2. Potential costs and planned for tagging. for conducting a the acceptance of PCI Audit credit card information at self-service kiosks?
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Assessment Tool Content Information 61 Table C-6. Technical assessment. Questions for Basis Impact Resulting Action Cost Validation Are current kiosks If kiosks are not Manual data entry is The airport should 1. Airport staff and capable of scanning 2-D capable of using some prone to error and will determine if kiosks are consultant manhours bar codes, airline form of automated data slow the check-in capable. If they are not, for planning, and frequent flier cards, entry, then all data will process. then kiosks should be design credit cards, and need to be entered updated. 2. Potential cost passports to identify manually by the includes upgrades to passengers as required passenger. existing kiosks: by the airlines' check-in hardware/software processes? Are bag tags for each For common use Different tag sizes The airport should work 1. Airport staff and airline standard? installations, IATA would prohibit with the airlines to consultant manhours recommends a 21 inch common use self- establish a common size, for planning, and standard tag. However, tagging. acceptable to all. design airlines currently use 2. Potential cost several different bag- includes upgrades to tag configurations. existing kiosks: hardware/software 3. Potential cost includes printers and paper stock Can airline software Airport-owned self- Self-service common The airport should work 1. Airport staff and support self-tagging, tagging systems must use check-in systems to with the airlines to consultant manhours including printing of support the be used for the self- determine specific for planning bag tags, transference of tagging requirements of the self- 2. Potential cost active/inactive tags, information to the implementation may service check-in kiosk includes upgrades to BSMs, etc.? airline host system for not be written to software. existing kiosks: the proper production support all airline host hardware/software and monitoring of bag requirements for the tags. production and monitoring of bag tags. Can the requirements Depending on the If the systems cannot The airport should work 1. Airport staff and for interface between airline, a self-tagging be integrated, self- with the airlines to consultant manhours the self-tagging system system may not yet be tagging may not work determine specific for planning components and an integral component for this airport. requirements of the self- 2. Potential cost departure control of the departure service check-in kiosk includes upgrades to system be control system. software and departure existing kiosks: accomplished? control system. hardware/software Can the requirements Depending on the If the systems cannot The airport should work 1. Airport staff and for interface between airline, a self-tagging be integrated, self- with the airlines to consultant manhours the self-tagging system system may not yet be tagging may not work determine specific for planning components and an integral component for this airport. requirements of the self- 2. Potential cost baggage reconciliation of the baggage tagging software and BRS. includes upgrades to system be reconciliation system. existing kiosks: accomplished? hardware/software Can the requirements Depending on the If the systems cannot The airport should work 1. Airport staff and for interface between airline, a self-tagging be integrated, self- with the airlines to consultant manhours the self-tagging system system may not yet be tagging may not work determine if this is a for planning components and BHS an integral component for this airport. requirement. 2. Potential cost be accomplished? of the BHS. includes upgrades to existing BHS: hardware/software Can the requirements Depending on the If the systems cannot The airport should work 1. Airport staff and for interface between airline, a self-tagging be integrated, self- with the airlines to consultant manhours the self-tagging system system may not yet be tagging may not work determine specific for planning components and kiosk an integral component for this airport. requirements of the self- 2. Potential cost software be of the kiosk system tagging kiosk software. includes upgrades to accomplished (such as software and existing kiosks: with printing of bag hardware. hardware/software tags)? 3. Potential cost includes printers and paper stock (continued on next page)
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62 Guide to the Decision-Making Tool for Evaluating Passenger Self-Tagging Table C-6. (Continued). Questions for Basis Impact Resulting Action Cost Validation Does airport The airport Airports must have The airport should assess 1. Airport staff and telecommunications telecommunications adequate the current IT consultant manhours infrastructure meet the infrastructure must be telecommunications infrastructure, with respect for planning requirements for self- capable of being infrastructure to to expected kiosk and bag 2. Potential cost tagging, including the extended to the kiosks support the project. drop locations. includes necessary capacity, and bag drop locations. changes/additions to resiliency, redundancy, the current IT security, etc.? infrastructure If active/inactive tags The host software must If host software cannot The airport should work 1. Airport staff and are required, can the support the production support, self-tagging with airlines to update consultant manhours software accommodate of active/inactive bag with active/inactive software to support for planning this requirement? tags at the self-tagging tags then self-tagging active/inactive tags. 2. Potential cost kiosks and bag drop may not be possible at includes airline staff locations. this airport. time to change software Can the BRS be used to Active/inactive tags If the BRS cannot be The airport should 1. Airport staff and send baggage sortation must be able to be used to send BSMs, determine if active/inactive consultant manhours messages to identify identified to ensure then the active/inactive tags can be identified using for planning active and inactive that inactive tagged process becomes a a baggage reconciliation 2. Potential cost bags, if required? bags do not get loaded manual process. system. includes airline staff onto an airplane. time to change software Is more than one DCS in Each airline may use its If multiple DCSs are in The airport should work 1. Airport staff and use? own departure control use at a given airport, with the airlines to consultant manhours system. then each DCS must determine specific DCS for planning support self-tagging requirements for self- 2. Potential cost from the kiosk and tagging. includes airline staff potentially bag drop time to change locations. software Can the protocols and Airlines are responsible This is out of the The airport should work 1. Airport staff and messages required for the DCS and airport's control and with the airlines to consultant manhours between the bag drop whether or not they could have a major determine specific DCS for planning and the departure can support the impact on the requirements for self- 2. Potential cost control system be protocols and messages implementation. tagging. includes airline staff supported, including required to support time to change the requirements for bag drop and self- software active and inactive tags, tagging. if required? Are the airlines There are multiple If the airlines are not The airport should work 1. Airport staff and certified on the CUSS vendors of CUSS kiosks, certified, then they will with the airlines to consultant manhours system installed at the and each requires not have applications determine if this is a for planning airport? specific certifications. that work on the requirement. 2. Potential cost airport's kiosks to includes airline staff support self-tagging. time to change software Can passengers add or Passengers may make a If the system is not The airport should work 1. Airport staff and remove bags from the mistake and put too flexible enough to with the airlines to consultant manhours self-tagging many or too little bags allow changes in determine if this is a for planning application? on during their check- baggage, then the requirement. 2. Potential cost in process. potential for exception includes airline staff handling will increase. time to change software