Commercial Ground Transportation at Airports: Best Practices (2015)

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

119 Supporting Technologies The implementation of a significant number of ground transportation “best practices” can be greatly improved through the use of a variety of technologies. Some technologies auto- mate or provide a more efficient approach while others enable approaches to be used that would not be possible using a man- ual system. This chapter is intended to provide the reader with an understanding of the technologies currently in use, their benefits, limitations, and relative cost, as well as identify some of the new technologies that are very likely to be used in the future. Many airports have created a set of policies, practices, and regulations that, when combined, form a “system” that allows ground transportation operators and the airport to move pas- sengers through the airport on a daily basis. These “systems” take on many forms from informal general understandings of how passengers are moved to highly complex, technology based, automated systems. While all of these approaches can work for an airport, the following discussion highlights the benefits and shortcomings of using a technology based GTM system so that airport staff can evaluate which alternative will provide the best results for their set of issues, objectives, and budget. One goal of airport management is to provide for the movement of passengers quickly and easily into and out of the airport. Managing the flow of vehicles through the ter- minal roads and curbside as efficiently as possible is a key element of this task. Most of the components of commercial ground transportation operations are aimed at achieving this goal. Managing the flow of commercial vehicles (e.g., access control for gated areas, limiting the number of any type of ground transportation vehicle at the curb, or organizing the location of types of transportation to specific areas for easy signage) is a primary goal of the technology based GTM system. Airports have a number of objectives that need to be accomplished by their GTM systems. Some of these objec- tives can be simplified and made much more efficient by technology and some are only possible through the use of technology. In broad terms, technology based GTM systems are used to address: 1. Vehicle movement. Technology based GTM systems can eliminate some or all of the manpower needed to accom- plish access control tasks to keep vehicles out of restricted areas and to sequence/dispatch ground transportation vehicles to limited spaces allocated at the curbside. Fee structures are used to provide an incentive for vehicles to leave the curbside quickly to increase the movement of pas- sengers and promote efficient use of the curbside areas. 2. Compliance with airport ground transportation regu- lations. Automated systems simplify administrative tasks such as issuing permits and certifications, tracking the compliance with renewals for insurance and inspections, and tracking the issuance of citations. They also track vehicle operations on the roadway for adherence to airport requirements. 3. Revenue generation and the collection of fees. An almost unlimited number of activity based charges are possible with technology based GTM systems. Many airports have adopted charging structures to generate revenue as well as to provide incentives or penalties for ground transportation companies to operate in ways that benefit the entire airport operation. Fees can be aimed at encouraging the use of alter- native fuel and HOVs or provide an incentive or penalty to reduce the number of vehicles operating at the same time from a single company. None of these types of fees would be possible without the aid of technology. Types of GTM Systems A somewhat arbitrary set of “types” has been created for this report to provide a simple way to compare and evaluate system options. 1. Basic—This approach is characterized by its “manual” orientation, with very little or no tracking of vehicle movement. Fees tend to be charged on a basis other than vehicle activity, such as flat annual fees sometimes using C H A P T E R 9

120 self-reporting (honor system), or a basis that approximates the volume of business conducted by an operator (e.g., number of rooms in a hotel or percent of gross revenue). Compliance with airport rules and regulations is typically paper based with simple database tools (i.e., a spreadsheet or Microsoft Access) to manage the required company, vehicle, and driver information. 2. Comprehensive—Approximately 50 U.S. airports have implemented a technology based, special purpose, auto- mated GTM system. While the airports that have imple- mented such a system tend to be among the larger airports, it is more accurate to say that these systems have been implemented where airports have significant challenges with traffic congestion, control of commercial vehicle activ- ity, compliance with airport regulations, and/or recovery of costs and generation of non-airline revenues. These sys- tems typically use some type of technology tracking vehicle movements and providing access control. They typically use a “relational database” to track account, vehicle, and driver information. This information is generally more extensive than seen in basic systems and in many cases includes inte- gration with other systems such as accounting software, PRCS, and badging or security systems. 3. Multi-Modal—Although not numerous at this point, these systems are likely to become more common in the future. This type of system recognizes that the airport is likely part of a communitywide “multi-modal” transportation envi- ronment and the system design attempts to capture the ben- efits and efficiencies of a cooperative approach to solving transportation needs. This can result in a system that inte- grates airports with toll roads and public transit including bus, light rail, and commuter rail. The integration attempts to have a single or limited point of contact for ground trans- portation operators for administration of the entire system. Tracking of Drivers and Vehicles One of the primary purposes of implementing a technol- ogy based GTM system is the ability to track and control the movement of commercial vehicles and/or drivers. Early sys- tems focused on vehicle tracking technologies, but more recent systems have incorporated tracking of drivers as a separate “entity.” This capability has allowed airports to generate infor- mation on driver work hours and to assess and collect charges directly from the driver when necessary. It also enables airport staff to more easily manage fee collection when there are a large number of individual operators to oversee rather than a few larger companies. A number of systems are now in operation at airports that track both vehicles and drivers to meet the needs of the airport staff responsible for the management of com- mercial ground transportation services. When the decision is made to include “vehicle and/or driver” tracking as part of a GTM system, several technology options are available. The following discussion identifies the most widely used options. Tracking Technology Options Three primary technologies are currently available to monitor/control the movements of vehicles/drivers on or off airport property. Each can be an effective solution, but each has a set of attributes that requires some analysis to allow selection of the option that is best suited for an airport’s needs. The fol- lowing is an overview of each of the technologies. Electronic Identification Credential An electronic “credential” for tracking drivers and/or vehicles is well suited for the airport environment. In addi- tion to tracking driver and/or vehicles, this capability can be expanded to perform access control functions and the genera- tion of per-trip charges. It can also be used for enforcement of airport regulations (e.g., compliance with dwell time and headway limits through fees). This technology is well suited for this type of use from both a cost and functionality perspective. Within this “electronic credential” category, several options have been used by airports over many years in GTM systems. These options include the following. Bar code. This technology was the first to be used in GTM systems due to its very low cost and ease of deployment; however, its very short read distance and rapid deterioration in weather have limited its adoption for GTM systems. Proximity cards. This technology found wide adoption in parking systems (primarily employee and tenant parking). While it has a longer read range than bar code technology and is more durable, it requires the vehicle to be stopped and the driver to accurately position the card next to the “reader.” Its cost has been lower than RFID, but recent tech- nology advancements in RFID have almost eliminated the cost differential. Radio Frequency Identification. This technology (see sample sticker type RFID tag and “reader” unit in Figure 9-1) is characterized by accurate detection at longer range and greater speeds than bar code or proximity cards. It has been the choice of airports in more than 90% of the GTM systems installed to date. Based on the wide acceptance of this tech- nology, the remainder of this chapter refers to RFID when evaluating GTM alternatives. License Plate Recognition (LPR) License Plate Recognition or “LPR” technology creates images of each vehicle that passes the camera and then inter-

121 and frequent basis to a base station, generally available on the internet. The device is generally connected to the vehicle as a power source. GPS technology is now used by airport operators to track, generally in real-time, the movement of commercial vehicles. This technology is used primarily for tracking consolidated rental car, parking, and inter-terminal shuttle vehicles in order to manage headways, the number of vehicles in service, and for documenting the service provided (e.g., schedule adherence when the vehicle is operated by a third-party con- tractor). It is also well suited for tracking vehicles when they are not on airport property. It is generally less well suited for access control or dispatch needs. A key element of this technology is the form of communi- cations selected. The systems are generally configured to use satellite or cell phone (CDMA) communications. While either option can be used, the needs of an airport GTM system favor the relatively less expensive cell technology. Technology Combinations As airports have multiple objectives and requirements for the tracking of commercial ground transportation vehicles and drivers, they now have the ability to use multiple tech- nologies in the system to take advantage of the benefits of each technology and eliminate or reduce the limitations of a particular technology. One example of this approach is the use of RFID technology as the primary source of tracking vehicles and providing a basis for the calculation of fees, but supplementing it with LPR technology to provide an auto- mated enforcement function that will identify untagged vehicles that enter the facility using an open (i.e., un-gated) multi-lane roadway. Las Vegas McCarran International and San Francisco International Airports are implementing the use of GPS technology in addition to RFID to provide the ability to automate the determination of taxicabs that are eli- gible for short trip treatment. prets the alpha and numeric characters that make up the unique ID on the vehicle’s license plate. This unique ID is then used in the GTM system to track the movement of the vehicle. This technology has been used in a large number of Parking Revenue Control Systems (PRCS) at airports and is likely to be used more extensively in GTM systems in the future. The accuracy of vehicle identification was less than expected (e.g., fewer than 90% of the “readable” license plates were accurately read or interpreted) in many of the early projects, but technology advancements have now made this an option that can be considered. While LPR technology can serve as the basis for a GTM system, certain characteristics make it more viable for use as a supplemental technology for enforcement purposes by ensur- ing operators are in compliance with any required use of RFID or GPS tracking technologies. Global Positioning System (GPS) “Global Positioning” (GPS) technology is becoming widely available to track the movement and location of vehicles. It is based on the installation of a device (sample shown in Figure 9-2) in the vehicle that transmits a signal on a regular Source: Transcore Figure 9-1. An RFID tag and reader. Figure 9-2. A GPS device.

122 is the current limiting factor in a greater adoption of this technology. Table 9-1 provides a comparison of these three types of tracking technologies. Movement of Drivers and Vehicles The major benefit of a GTM system that includes driver/ vehicle tracking is the ability to control the movement of drivers/vehicles while on the airport property in order to implement ground transportation program policies and practices. This capability can be used in a wide variety of ways to accomplish the efficient and secure flow of passengers as Tracking Technology Comparison More than 90% of the GTM systems implemented by air- ports have used RFID as the basic tracking technology. It is the best overall fit for the main system objectives at airports. The improvements in GPS and LPR technology are allow- ing their use for specialized and more limited purposes. GPS is particularly effective in tracking shuttle activity where constant location is needed. LPR is likely to be a more attractive choice for tracking very large groups of vehicles where installation of an RFID tag is difficult or too costly. An improvement in accuracy of reading the full license plate Attribute RFID LPR GPS Cost Credential (vehicle or driver) Low None High. Recurring monthly cost Detection Device (reader) Medium Medium-high None Infrastructure Significant Significant None Infrastructure Required Structure required for either overhead or “sidefire” mounting of detection device at every location where detection is desired Structure required for either overhead or “sidefire” mounting of detection device at every location where detection is desired None Access Control Function Yes, easily accomplished Can be done, but requires additional equipment Not typically possible without significant cost Detection Distance Up to 18 feet Greater distance than RFID Not applicable Detection Speed Variable based on detection device, 0-70 mph in typical airport environment High speeds possible Not applicable Accuracy Typically 99% + Accuracy is improving but is still a major concern. Factors include camera shutter speed, vehicle speed, sunlight, symbols on plate. 99% + Tamper/Abuse Enforcement required to confirm tag is present, tag is working, tag is on proper vehicle Enforcement required to confirm license plate changes are reported and updated in the system Enforcement required to determine GPS device is functioning. Difficult enforcement Credential Form Sticker, license plate, hard case Not applicable Not applicable Power Option to use battery assisted tags and tags without battery. Battery can greatly enhance the read distance but requires tag replacement Not applicable Device is driven by vehicle electrical system Proprietary Protocol A significant consideration if multiple airports or toll roads are present in a limited geographic area. Interoperability between systems is available, but significant planning is required Not applicable Not applicable Unique Criteria Fixed and mobile options for deployment Fixed and mobile options for deployment. Accuracy is primary consideration Communications choices. Limited capability to distinguish vehicles on upper vs. lower level roadway Open Road vs. Gated Lanes Both are available Both are available, but additional equipment is needed to operate gate Both are available but not suited to operating gate Table 9-1. Tracking technologies comparison.

123 where vehicles leave the engine running and move frequently as other vehicles leave the lot. Faster throughput. Allowing the system to keep a tar- get number of vehicles at each terminal curbside boarding area location will move more vehicles through the system in a specific time period. It also avoids the need to rely upon dispatchers to anticipate the need for vehicles while concur- rently attempting to respond to the needs and questions of drivers or passenger. This capability also allows for balancing the wait time for taxicab drivers at low use terminal pickup locations. Vehicles/drivers can be “migrated” to another ter- minal location after a configurable wait time. Complete trip documentation and history. A signifi- cant number of airports have reported that the detailed report- ing of each dispatch trip, including violations of the dispatch rules, has been a valuable tool in resolving complaints and in providing the data needed to make improvements to the operation of the system and driver behavior. Components. Typical automated dispatch functions need only a few additional components in order to operate. Vehicle/driver detection device. This is typically one or more RFID readers, although GPS devices will find a role as the technology is improved and becomes more cost effective. Driver notification. Several options exist for communi- cating important information to the driver such as the notice to move to a terminal curbside boarding area, the driver’s place in the queue, status of the driver’s account balance, or the need to replenish the balance. Most systems can be configured to allow transmission of configurable emergency or special pur- pose messages. It is very common for systems to utilize more than one of the following communication options: • Variable message signs • Video monitors • Text to speech audio announcements • Indicator lights • Smartphones or computers Mobile computer. Many automated systems include the use of an off-the-shelf mobile tablet or smartphone to man- age the curbside activity. This device is used to view the sta- tus (valid or invalid)of vehicles at the curbside boarding area or enroute to the location, to summon additional vehicles, to request special vehicles in response to customer needs, and to authorize the migration of vehicles. System adaptations. Using the basic automated dispatch functionality, airports have expanded and modified their systems to address specific physical, business rule, or local they arrive and depart the airport. The following discussion is intended to provide an overview of the capabilities of the technology and to provide a basis for an airport to develop its own program and even create new uses for these technologies. Automated Dispatch When an airport operator needs to facilitate the flow of a large number of vehicles through a very limited space, vehicle/ driver tracking technology is used to dispatch or sequence those vehicles in a first-in-first-out pattern. This function has been in operation at a number of airports for more than 20 years, so it is a reliable and practical option for airport consideration. Although this approach can be used for any type of vehicle, most of the current airport systems are used to control taxicabs. Other types of vehicles such as limousines and charter buses are also utilizing the automated dispatch function. The following is a discussion of the primary benefits of the automated dispatch function. Reduced manpower. A number of airports no longer have staff stationed at the hold lot but allow the automated system to make the entry access decision and to perform the dispatch function (i.e., determine when vehicles are needed, how many, and the proper pickup location). All of these tasks are done through configurable business rules programmed into the sys- tem that provide the framework for the system to make the appropriate dispatch decisions. Other airports maintain staff at the curb and/or hold lots during peak periods, but are now able to reduce the manpower during off-peak times (e.g., nights, weekends). Better use of manpower. An equally important man- power benefit is the ability to change the responsibilities of the staff to focus on customer service rather than on the movement of vehicles through the system. This change in focus results in major improvements in customer service functions including validating that the passenger’s best choice is a taxicab, provid- ing directions/information, and conducting passenger feed- back programs. Electronic queue. An automated dispatch system allows for the creation of an electronic queue of vehicles in the hold lot that is completely objective and accurate. Drivers feel con- fident that they will be treated fairly and will not lose their place in line. This has been demonstrated to lower the level of confrontation and stress for drivers and airport staff. Reduced emissions. The use of technology allows the airport to operate the hold lot in a manner similar to a park- ing facility where the driver parks in a designated space and waits until they are dispatched to the terminal before they are required to move. There is no need to maintain a physical “line”

124 design and implement systems that take advantage of this real-time communications tool. The technology is available to address the frequent “peak transportation needs” that may result in a shortage of taxicabs, limousines, or other on-demand commercial ground transportation service at an airport. This technology allows the creation of a virtual hold lot of vehicles/drivers that are prepared to come to the airport to pick up airline passengers when needed. These could be drivers that normally come to the airport or drivers that are only authorized to come during “emergency” needs. The air- port can send a message to a large or small group of drivers informing them that additional vehicles are needed. The system could include the ability for the driver to respond or just drive to the airport hold lot. The system might also include provisions for an “emergency” condition that instructs drivers to proceed directly to the curbside boarding area and bypass the hold lot. At the time this guidebook was prepared, the technology to implement a smartphone dispatch system was available, however, this function was not yet in operation at any airport. The key challenge in implementing this functionality is in “packaging” the technology (i.e., the capability to transmit and receive standard messages to the devices sold by major manufacturers) with a set of business rules for operating the system, and finding a cost effective delivery method. Access Control Another key function of GTM systems where vehicle track- ing and control is included is the ability to control vehicular access to restricted areas. These controls allow only authorized vehicles/drivers to enter restricted areas, which maintains security policies and aids in efficient vehicle flow. Using these controls airport staff can create and manage special purpose areas for one or more ground transportation services. RFID technology is the best suited for the integration of gates, lights, and signs into the GTM system due to its ability to send the commands that are needed to operate the devices. GPS and LPR based systems need additional peripheral devices in order to provide this function. Occasional Use Vehicles At many airports it is necessary to address companies that send vehicles and drivers to the airport on an infre- quent basis. Increasingly airports are turning to technology to provide a more systemic approach to these occasional use vehicles. Websites and electronic communications are used to provide a place for infrequent users to find out how to work with the airport to deliver or pick up their passenger with as little uncertainty as possible to improve customer service. In addition to using websites for advance registration and pro- cessing, technology has made it cost effective to register all ground transportation preferences. Listed below are of some of the options that have been implemented by airport opera- tors, and the airports at which they have been implemented: 1. Company-based limits on the number of taxicabs parked in a hold lot—Nashville International Airport 2. Allow taxicabs to exit the hold lot and retain their queue position—Washington Dulles International Airport 3. Registers waiting limousines and dispatches the appro- priate vehicle to proceed to the curbside boarding area in response to a customer request, limiting illegal or improper solicitation and the length of time a limousine is parked at the curbside—Boston Logan International Airport 4. Dispatch of specific taxicabs to individual terminals with the ability to automatically migrate them from terminal to terminal to avoid orphaned vehicles—Minneapolis- St. Paul International Airport 5. Separate taxicab dispatch queues for individual jurisdic- tions surrounding the airport.(e.g., District of Columbia/ Maryland and Virginia)—Washington Reagan National Airport 6. Daily limitations or controls on the number of taxicabs, by company, that can serve the airport each day. The limit is established by airport staff with each taxicab company then selecting which of its vehicles can serve the airport that day—Denver International Airport 7. Pilot program for dispatch of rental car buses to the proper terminal building using GPS—Las Vegas McCarran Inter- national Airport 8. Tracking and reporting of passenger destination and num- ber of passengers for each taxicab trip as a function in the dispatch program—Raleigh-Durham International Airport 9. Multiple dispatch criteria: first-in-first-out plus age of vehicle and level of training completed by the driver— Winnipeg International Airport. Emerging technology: smartphone systems. The evo- lution of the smartphone from its early beginnings as an expensive gadget into a necessity for business and personal needs has now expanded into numerous areas related to air- port ground transportation dispatch. The early efforts have been most visible in the taxicab and limousine industries, as described herein. Ride-booking services. Many applications have been developed to enable passengers to hail or reserve a commer- cially licensed taxicab or limousine, or a peer-to-peer TNC vehicle through a smartphone. More information on TNCs is included in Chapter 8 Section C. Airport smartphone dispatch. The almost universal ownership of some type of smartphone or mobile computer tablet by commercial vehicle drivers allows airport staff to

125 to apply the fee to all trips or to charge for only pickup or for drop-off. This decision can be based on existing policy or more practical criteria such as a significant difficulty in col- lecting fees from vehicles if they are not required to register for dropping a passenger at a terminal. Depending on the roadway layout it can be difficult to differentiate between those two types of trips (i.e., if the airport has a one level roadway or no assignment of trip types to inner or outer lanes). A number of airports have implemented a trip fee that applies to both pickup and drop-off trips and adjusted the amount to equalize the total revenue generated. Accu- racy of the RFID and GPS technologies can differentiate between the use of adjacent lanes in most cases, so if the airport can establish/enforce operating rules for each lane, a technology based system can impose the correct fee. Trip Fee Processing A technology based GTM system includes the capability to: • Identify the vehicle/driver behavior that has been defined as creating an activity fee • Create an invoice that is then sent to the appropriate firm/ individual • Record the collection of the fee • Track past due charges. In some cases the GTM system includes all of the accounting functionality that is needed to perform these four functions. More frequently the GTM system manages the creation of the charge and then transfers the charges to the airport enterprise accounting system to handle the charges just as any other air- port charge. As more airports look to use electronic payment methods to reduce the risk and manpower required to accept cash and check payments, integration of the GTM system with online (internet) based payment options or the implementa- tion of an automated cash payment device are becoming much more popular. Mobile Devices Recent technology advancements have created the ability for airports to have access to their GTM system “anytime- anywhere,” not just in their office. This is an important capa- bility due to the need to make decisions in near-real-time and the amount of time airport staff spend outside the office on the roadways, hold lots, and curbside. Having the informa- tion necessary to make the best decision on a mobile device is extremely valuable. Nowhere is the value of the mobile device more valuable than in the various types of enforcement activities of the ground transportation staff in order to obtain compliance occasional users (company and vehicles) in the airport GTM system and attach a credential to each vehicle or assign one credential to the company. This allows the company to access restricted loading/unloading areas, pay fees electronically, and be notified of changes in airport regulations, current construction activity, etc. Best practices for occasional use charter buses are described in Chapter 8 Section G. Revenue Generation The justification for imposing fees on ground transporta- tion vehicles, and the multiple options that are being used to assess those fees, are discussed in Chapter 5 and elsewhere in this guidebook. This section summarizes the use of activity based fees and the technologies that are available for creating, invoicing, and collecting these fees. Activity Based Fee Types Calculating fees based on the volume of trips made on air- port roadways, terminal curbsides, hold lots, and dedicated GTAs has been made possible through the use of technol- ogy to track all trips made by ground transportation vehicles. Several types of activity fees are in use as described below: 1. Fixed Fee—Assesses a fixed amount to a vehicle that is detected at a designated location on the roadway or curbside. 2. Dwell Fee—Assesses a time-based fee for a vehicle that is detected as it arrives and as it leaves the airport. 3. Trip Continuation—Commonly used to provide an incen- tive for the vehicle to “circle” the terminal area rather than remain at the curbside for an extended period. For example, detecting a vehicle exit from the terminal area, followed by an entry into the terminal area within a specified time is considered a continuation of the original trip and no addi- tional trip charge is created. 4. Circuit Fee—Commonly used to discourage shared-ride van drivers from circling the terminal area multiple times in an attempt to increase the number of customers before they exit the airport. The fee is assessed when the set num- ber of circuits is exceeded. 5. Headway Fee—A fee charged when a second vehicle oper- ated by the same commercial ground transportation oper- ator arrives at a curbside boarding area within a defined time interval or headway. 6. Violation Fees—A charge assessed for not complying with airport ground transportation regulations such as tam- pering with RFID or GPS device, solicitation, entry into unauthorized area, expired insurance or permit status, or failure to pay airport fees. 7. Pickup vs. Drop-Off Fees—One of the important choices to be made in implementing activity based fees is the decision

126 GTM systems deployed as “Browser Based” can be used at any time or place where an internet connection is available. This allows the staff person to obtain information from the sys- tem on-the-spot and not have to “get that information when I return to my office” or contact another person to look up the information. Administrative Related Technology Options In addition to the technologies that are being used to man- age the physical activities of drivers and vehicles, the adminis- trative responsibilities for airport ground transportation staff is also being impacted and improved by technology tools. This next section looks at the technologies available, their uses, and benefits. Website Technology While airports have created public websites for a variety of public service, publicity, and passenger information purposes for many years, only recently has the power of websites been adopted by airport staff to assist in the management of com- mercial ground transportation services. While not an exhaus- tive list, the following is a representative example of the uses that can be found at airports today. New Company Registration While the process for getting the required approvals for a company to pick up passengers at the airport generally requires several steps (e.g., documentation, inspections, certification, background checks, and payment of fees), the first step of sub- mitting an application is a perfect use of an airport’s website to allow the electronic submittal of the initial request. The website can also provide detailed documentation of the steps required to submit an application, the airport operating rules, fee struc- tures, staff contacts, and other information. By requiring an email address from the firm applying, future communication between the airport operator and applicant can be conducted electronically. Account Maintenance Allowing operators secure access to their GTM system account opens up the ability for the operators to assist in keeping the information in the account current. Drivers can update their information (e.g., addresses, phone numbers, insurance, vehicle information) and submit the information for approval by the airport before being updated in the GTM system. This reduces the data entry effort for airport staff and reduces the potential for data entry error. with airport rules and regulations. The following is a discus- sion of the major enforcement functions that airports are accomplishing through the use of mobile technology as part of their GTM systems: Curbside Enforcement Airport staff need to verify that their GTM system rules and regulations for vehicle/driver tracking are being followed. The enforcement staff first visually verifies that an RFID tag, GPS device, or license plate is present on the vehicle or in the pos- session of the driver. A mobile device can then be used to deter- mine that the device is working (not disabled) and display the vehicle/driver information to determine whether it is valid and assigned correctly. Curbside Dispatch Operations Automated dispatch functions benefit in a substantial way from the use of mobile devices to update system operations with real-time information. Devices are in use today that display valid and invalid vehicle status, request additional vehicles, migrate a vehicle to another terminal, and request special vehicles. There is also the option to pause automated dispatch operations from the mobile device. Citations Airport staff are using mobile devices to issue and document infractions by vehicles or drivers, allowing them to maintain a history on company or driver behavior. Inspections There is airport interest in the development of vehicle inspection software that can be used in the field to schedule, conduct, and record the results of required vehicle inspections. Registration and Annual Certification Typically the registration or permitting process for ground transportation vehicles includes some type of physical inspec- tion by airport personnel in order to authorize a vehicle for use at the airport. Mobile devices are now able to allow staff to update the data in the GTM system while completing the physical process. Unplanned Events Outside of planned activities airport staff may be pre- sented with an unlimited number of unique issues, prob- lems, or questions while on the roadways or in meetings.

127 technology efforts by companies all over the world. Particu- larly for consumer product companies, the manipulation of large amounts of data from a variety of sources can enhance the understanding of buyer behavior and turn that informa- tion into sales campaigns that increase product sales and identify needs for product improvement. Airports are a perfect environment to take advantage of this concept. In the airport environment, a number of sources of data are available for study, analysis, and action to improve customer convenience and service. Sources of data that can be of particular value include: commercial vehicle activity, FIDS history, airline passenger information, parking activity, air- line flight schedules, revenues from a variety of concessions activities, and attendance at community attractions, among others. The challenge is to identify the specific information that is needed to solve a problem or persuade others. This data manipulation and analysis technology can be applied to commercial ground transportation issues such as predicting the need for different types of ground transportation services or determining the time between flight arrivals and increased curbside activity. With the improvements in technology, it is very likely that almost any data airport staff believe they need to more fully understand and optimize the airport’s ground transportation operations can be obtained. Social Media While an extensive discussion of the technology and poten- tial use of the various new forms of social media is not the purpose of this handbook, it is worth noting that airport ground transportation staff should be familiar with this type of technology and its potential benefits. Ground transporta- tion operations at airports operate nearly 24 hours per day, 7 days per week, and they involve relatively small groups of people. Both of these characteristics support the use of these new communication options. Software such as Facebook, LinkedIn, and Instagram can be used to communicate with a specific audience, but simple, short, immediate communication software such as Twitter may be more useful for the management and opera- tion of ground transportation programs at airports. Since 2011 Boston Logan International Airport has maintained a Twit- ter account under the name “@LoganTaxi.” The Twitter feed is updated regularly throughout the day with the date, time, and number of taxicabs currently in the pool. Staff also use it to indicate when they are very busy and need additional cabs, when they are slow and have an excess of taxicabs, when double loading is occurring, and to provide informa- tion regarding late flights and their expected arrival times. The Twitter feed is open for anyone to see and allows drivers to make more informed decisions about when to go to the taxi- cab hold lot. Report Generation Airport staff can allow ground transportation operators to generate specific reports for their vehicles/drivers (e.g., trip details and trip fees generated) through the website, eliminating the need for airport staff to provide large amounts of backup for invoices. It can also facilitate the transfer of information between the airport ground transportation staff and financial staff responsible for issuing and collecting fees, if these are paid electronically (see Fee Payment in the following paragraphs). Document Transfer and Storage A website is an ideal location for the electronic submission of documents from ground transportation operators (e.g., insurance certificates, permits, inspections). The airport can store documents, schedules, and instructions, and post rel- evant information that may be needed by the companies as they operate at the airport. Vehicle Authorization Website technology is being used to allow individual ground transportation operators to manage the “valid” vehicles from their fleet on a daily basis. If an airport limits the number of vehicles from a particular category that can operate at the airport each day (e.g., Company A has 50 taxicabs that operate at the airport but airport regulations allow only 30 of those vehicles to operate on any one day), the website allows each company to identify which of their vehicles are valid (up to the 30 vehicle limit) each day and make changes at any time necessary. Airport staff only needs to monitor the limits on a random schedule. Fee Payment Increasingly, airports are encouraging electronic payment of fees from ground transportation companies. Websites can be used to process these payments in a secure environment (PCI compliant), provide receipts, and update customer balances. A number of credit card “gateway” firms have developed systems that can be linked to the airport payment website to provide the maximum reliability and security for credit card payments. Appointment Scheduling Software applications are available that will automate the process for scheduling appointments for tasks such as vehicle inspections, annual permitting, and driver testing. Business Intelligence Business intelligence, also known as Big Data, Data Min- ing, or Data Warehousing, is near the top of the list of new

128 Network Communications GTM systems generally require network communications from lane equipment to the central server location. The rapid expansion of wireless network products in the market has resulted in a number of GTM systems using wireless technology for the entire system or for locations where it may be difficult or costly to provide communications infrastructure. The use of wireless communications helps keep system implementation costs within the desired level and minimizes or avoids disrup- tive construction. Wireless communications for GTM systems is a proven and effective alternative for airport management to consider. There are a couple of areas where special care should be taken before selecting a wireless solution. Those are locations with vehicle gates and systems that have real-time operations such as automated dispatch and account balance tracking. In these locations, the potential for slow communications could cause system operation problems. This can be addressed by developing and executing a thorough test of these locations to be confident that a wireless option is an appropriate solution. Software The evolution in software has produced some new tech- nologies that may provide options that were not available in the past for GTM systems at airports. These new software developments are described herein. Software as a Service One of the fastest growing options for software ownership is the ability to acquire the use of software packages on a sub- scription basis, typically called Software as a Service (SaaS). This option has become popular due to the economies of this approach. First, the software package is developed to be used simultaneously by several customers (multi-tenant). This makes much better use of the server, network, and other related equipment and creates significant economies of scale for sup- porting the software. These economies result in a lower over- all price for each customer. In addition the software provider “sells” the software for a recurring fee (typically annual, quar- terly, or monthly) that includes the cost of the license, support, training, updates to fix any problems, and upgrades to the new versions of the software. This approach can bring highly sophisticated and costly software within the budget of smaller organizations, and it simplifies the ownership responsibilities to a single payment for all services. This type of ownership for software is avail- able to airports in an increasing number of software products, including ground transportation. Careful investigation of all types of deployment and payment for software is needed to ensure the approach that best meets the needs of airport man- agement and staff is selected. Private groups can also be established on Twitter, or simi- lar software such as Yammer and Tumblr. These groups might include the ground transportation or other airport staff, a group of all limousine drivers, or any other subset of the air- port’s commercial ground transportation providers. Although the network can be used for any type of communication among members, it may have significant value during emergencies, special events, or peak activity levels. In addition to provid- ing taxicab hold lot information, the real-time communication could be used to coordinate activities such as traffic control efforts during busy periods or moving vehicles through safety inspection processing. This technology could also be used to inform limousine drivers that passengers with a reservation have arrived at the passenger boarding area. This type of soft- ware represents a very low-cost tool for airport staff to use. Additional information regarding the use of social media at airports can be found in ACRP Synthesis 56: Under- standing the Value of Social Media at Airports for Customer Engagement. GTM System Deployment In addition to the evolution of technology on the opera- tions side, technology is also advancing at a rapid rate for infrastructure components and deployment options that are available at a lower cost and provide greater functionality and reliability. Most technology based systems use some or all of the components listed herein. A short description of the more significant alternatives being adopted by businesses in gen- eral and studied and implemented by airports is included in this section. Servers GTM systems that were once deployed on dedicated physi- cal servers can now be deployed on virtual servers. This reduces the cost of providing a dedicated physical server for each sys- tem and allows systems with very different requirements to be housed on a single server. Another approach that is being adopted by many business organizations is the creation of a hosted system. In a hosted system the owner purchases no server hardware, instead deploying the system on a server provided by a firm dedicated to providing secure and reli- able servers in their facilities. This reduces the up-front cash requirement for the system and in general provides much more security and server performance than would be affordable for a single airport. The use of software that connects over the inter- net to an airport user makes this hosted deployment approach very attractive for airports of all sizes. While some airports and other types of businesses are still concerned about the total cost and security of this approach, it is becoming an increasingly popular alternative.

129 maintenance staff of system health and operating status to allow immediate repair of system components. Integration of Systems A technique frequently used by airports is combining the operation of two or more software/hardware systems (integra- tion) to expand the functions that can be provided and appear as a single system to the user. The underlying technologies used to create many systems have advanced to facilitate this type of approach. The concept is to take “best in class” technologies in two or more categories and add the ability to work together rather than accept a less functional single system that compro- mises some of the capabilities needed. While not always the best choice, this approach can be very effective. Options for integration are only limited by the needs of the airport staff. Examples of Integrated Systems Some examples of integration that has been done to expand the functionality of GTM systems include: • Accounting software—An existing accounting software package can be integrated into a GTM system to include the creation, distribution, and collection of ground trans- portation fees. • Electronic payment—Integration with online websites is used to provide the capability to accept forms of payment other than cash or check. A similar integration approach can be used to add a payment kiosk (similar to an ATM or pay-on-foot station) to a GTM system. • Toll road system—In a number of metropolitan areas a toll road system has been implemented to improve and pay for expansion of the roadway systems for the community. Most of these systems include an RFID based payment option that allows the user to charge tolls to their account and pay the fees by an electronic transaction (e.g., E-ZPass, FasTrak, SunPass). Where this option is used extensively by ground transporta- tion vehicles, the airport can develop an agreement with the toll authority to allow airport fees to be charged to the toll account and paid to the airport by the toll authority. This simplifies the payment process and reduces the credit risk. • Badge systems—Where airports desire to create an iden- tification badge with a picture for ground transportation drivers, an existing badge system can be integrated with the GTM system to create and update the pictures using a single database of driver data. • Citations—Stand-alone systems are available to automate the process of issuing citations for infractions that are committed by GT drivers. An integration effort can mini- mize data entry efforts and add the citation information to the data stored and used in the GTM system. Apps Software applications designed specifically for mobile devices such as smartphones, tablets, and special purpose devices are frequently referred to as an “app.” Thousands of these products are developed and offered for sale each year. Many are very specialized and perform a single purpose while others are highly complex. Due to the large volume of apps being developed, it is impossible to keep track of these new tools as they are released. The key for finding and taking advantage of these apps is to start with a clear problem or need that you believe is worth some effort to solve and research the topic online to see what is available. Airport staff should also talk to their peers about software solutions that are used at other airports. These apps will likely not be intended for use by airport staff, but they may be a close match. Examples of this type of software are described in the Social Media section of this chapter. Reliability All airports have significant concerns regarding the impacts of a system failure or down-time of a technology based sys- tem. These are legitimate concerns that need to be addressed when purchasing a system as well as when constructing the maintenance approach. The technology components of a GTM system are constantly improved to eliminate or minimize failures and have become almost entirely “modular” so that components can be easily and quickly replaced. While no system is error free, several layers of redundancy are available in the lane equipment, servers, communications, and network infrastructure to protect data and revenue and maintain vehi- cle movements. The following are key approaches to keeping your system in operation: 1. Data buffering—Data captured in the “field” (specifically vehicle movements captured by RFID reads) can be retained in the device until the data has been saved to the database, even if that takes days to accomplish. 2. Local intelligence—Components can be added to GTM systems to allow continued operation of gates during loss of communications with the host server. 3. High availability/clustered servers—Redundancy can be incorporated into the server infrastructure that seam- lessly replaces a server that has failed with a replacement server. 4. Redundant power—Local devices in the lane keep devices operating for relatively short periods of time (30 minutes) in the event of a loss of power to equipment. 5. Monitoring software—GTM and server monitoring soft- ware is now an important part of any GTM system. This type of software will automatically notify the appropriate

130 to “partner” on the project, but these partnerships are a normal practice in the industry. Airports that use this approach will receive bids/proposals from PRC vendors that have an integrated GTM solution and from PRC vendors that partner with a GTM vendor to provide a complete system. There are very few firms that offer technology based GTM systems (stand-alone or inte- grated with PRCS) and have an existing airport system in operation. This is primarily due to the very small number of systems purchased each year. This makes the compari- son of alternative systems prior to the selection process a reasonable approach in order to make sure that the solici- tation process is focused on the considerations that matter most to the airport. Table 9-2 provides a more detailed comparison of the two options. GTM System Costs One of the first questions that airports have when consider- ing the purchase and implementation of a GTM system is its cost. The cost of purchasing and implementing a GTM system will vary from airport to airport. This section discusses what Stand-Alone vs. Parking Revenue Control System Integrated GTM The benefits of an integrated PRCS system that includes a GTM system are the elimination of the need for a sepa- rate acquisition process for two systems (a single vendor handles the implementation process) and the potential for integration between the two systems. Airport staff interested in issuing an RFP or RFB for a PRCS that includes a GTM system need to prepare their solicitation carefully and should do the following: 1. Identify specific integration requirements. This will result in both types of vendors providing systems that meet the functional requirements. 2. Require submissions to separate the costs of the PRC and GTM systems and their implementation costs. 3. Use the information gathered in pre-solicitation system research to provide a very specific list of functional require- ments so that the system selected will provide the benefits desired from the system. 4. Consider the option to award the PRC and GTM systems separately. This approach would allow the airport to select the best individual systems. It does require the vendors Consideration Stand-Alone PRC Integrated Other Information Deployment Generally deployed on dedicated servers or co- located on existing servers using virtual technology PRC system generally deployed on dedicated servers and segregated from other systems to provide security required for credit card processing (PCI compliance) Segregation of GTM with PRC system may present network connection issues between the GTM system and other airport systems such as accounting. Integration Limited or no integration with PRCS Integration with PRCS included Amount and type of integration may vary between vendors Functionality Due to the maturity of the stand-alone system, they generally have more functionality options Generally will provide the basic functionality Desired functionality is an important consideration for selection of the best system for the airport Maintenance Maintenance options for hardware need to be arranged. Software support provided by vendor. Hardware and software generally provided as part of the PRC contract A great deal of variation between airports on how they prefer to provide for maintenance. A significant number of airports use internal maintenance staff Replacement Decision based solely on GTM system factors PRC and GTM are a combined system so a replacement of one requires replacement of the other Timing of the need for replacement and the desire to keep one of the systems make the replacement a complex decision. Cost Airports generally require a fixed price for a complete system implementation. Airports generally require a fixed price for a complete system implementation that includes both systems Difficult to compare the cost of alternatives during the RFP process Table 9-2. Comparison of stand-alone and PRC integrated GTM systems.

131 implementation is an important element that can be signifi- cant. Implementation cost includes: • System Design • Installation of Software • Configuration of Software • Testing • Training • Documentation • Project Management/Travel. Warranty and maintenance. While generally not a sig- nificant element in the total cost of a GTM system, its value is worth discussion. A wide range of costs and responsibilities can be included in any contract, but in general most agreements include warranties or maintenance support for: • Repair of system hardware and software problems, including after-hours support • Updates/upgrades of system components • Preventive maintenance on the hardware and software to ensure accuracy and reliability • Cost of ongoing software license to grant the airport owner- ship of any new versions • Configuration changes • Response to questions on system operation Cost Estimates Table 9-3 provides an indication of the approximate costs for three sizes of GTM systems. The assumptions used for each system include the following: Small GTM System • A single reader location with two lanes of traffic to be monitored • No existing structure to mount the RFID antennas, so a pole structure is provided • 250 vehicles to be tracked with RFID tags • A single, small, dedicated physical server installed in the airport server room drives the overall cost and provides very simplistic budgetary estimates using some basic assumptions. Major Cost Drivers Functionality. The functions desired by airport staff is the first element of cost. System functions such as automated dispatch, accounting interface, electronic payment (PCI com- pliance), external use of the system by ground transportation companies, and special or unique functions such as a driver permit process can all be provided, but each function adds to the total cost. Reader locations. One of the key cost drivers is the num- ber of RFID reader locations and the number of lanes of traffic that will be monitored. This decision significantly impacts the total amount of equipment as well as the installation cost. The number of reader locations is dictated by the charge structure desired by airport management. Dwell charges and circula- tion charges require a larger number of detection points on the airport. Number of drivers/vehicles. Assuming every vehicle will need an RFID tag installed, the size of the fleet will determine the number of tags needed when the system is installed and the ongoing inventory of replacement and new tags needed. Installation. Installation costs are very airport specific, and can be one of the largest costs if the system requires a number of reader locations. The cost of installation includes some type of mounting structure. An overhead sign is an ideal location, but the side of a bridge or building is also an option. If there is no existing structure that can be used, the system cost will need to include a pole or an overhead support. Servers. The server infrastructure is developed by the air- port IT organization based on internal standards and practices, so the costs will be dictated by the design approved by the airport staff. Many systems have been installed using dedicated servers and this is still a common option. However, as discussed previ- ously in this section, virtual server environments are growing rapidly in popularity. A virtual server is significantly less expen- sive to implement and provides more flexibility in the future. Software. The software cost of a GTM system is heavily dependent on the functionality required by the airport. How- ever, unless the airport needs highly customized functions, the cost of the software will not be a major cost driver. Implementation. As with most enterprise level systems that are required to be operating on a 24/7 basis, the cost of Cost Element Small Medium Large Lane Equipment $ 23,000 $130,000 $ 930,000 Installation $ 20,000 $160,000 $ 200,000 Server Equipment $ 7,000 $ 50,000 $ 80,000 Software $ 66,000 $180,000 $ 400,000 Implementation $ 19,000 $ 80,000 $ 235,000 Total System Cost $135,000 $600,000 $1,845,000 Table 9-3. Approximate GTM system costs.

132 if the document is prepared in-house, including Ground Transportation/Landside, Information Technology (IT), Finance, and in some cases Operations and Construction, under guid- ance of the Procurement or Legal departments. In many cases the IT group may “own” the system with ground transportation staff seen as the user or customer. Regardless of the structure, it is important to let the ground transportation group estab- lish the basic requirements, with input and recommendations from IT, Finance, and others as appropriate. A system cannot be successful if it is not used, or if it is not used in the way it was designed, so significant user input is an absolute necessity. Another key component of a successful procurement pro- cess if the airport plans to issue an RFP is to focus on the spe- cific requirements of the system (functionality) rather than the details of how the system should operate. Airport staff should allow the proposers to use their expertise to propose a system that utilizes their best and most cost effective components. Special consideration is typically needed to address the IT issues regarding security, reliability, network access, and equip- ment preference. The desired solution will need to address these issues, so IT input in the RFP/RFB is critical to vendor compli- ance on those items. Another area of importance is the finan- cial functions of the system. It is common for several options to be available, as the GTM system can generate the charges to be imposed, facilitate creation and distribution of customer invoices, collect payments, track outstanding balances, and ensure collection of all charges. Use of the airport “enterprise” accounting system is common. This will require some type of data transfer to the accounting system. The requirements for this function will be driven by the Finance/Accounting group and will need to address the data integrity of the enterprise software. Some systems are very restricted, so this function will take a cooperative effort between airport staff and the vendor to resolve. Both of these items should be addressed in the RFP/B so that vendors can propose their best solution and the airport can use their response in the evaluation process. In addition to the enterprise accounting system, new alter- natives have been selected that provide additional flexibility and potentially a less costly and quicker approach. • Hosted Systems. It is common practice in many industries to outsource the IT equipment and operation functions to third-party firms that specialize in providing these services. Typically the services are superior to what many airports can afford to provide internally. Physical security of the facility, multiple data centers for reliability, fire suppres- sion, data security, backup, and storage of data are all func- tions that can be more cost efficient due to the economies of scale provided by these specialty firms. This option is being researched and adopted by a growing number of airports. • SaaS. A large number of firms in other industries are opting to obtain software through a recurring fee. This • Basic GTM system functionality • No cost included to bring power and communications to the reader location Medium GTM System • Four reader locations with a pole structure provided for each • 1,000 vehicles to be tracked with RFID tags • Dedicated server configuration with large capacity for data storage, duplicate components for reliability, and addi- tional equipment for security and failover • Basic GTM software functionality including a stand-alone accounting package • No cost included to bring power and communications to the reader location Large GTM System • Twelve reader locations with a structure provided for five locations and use of existing structure for seven locations • 3,000 vehicles to be tracked with RFID tags • Dedicated server configuration with multiple physical servers, large capacity for data storage, “cluster” configura- tion for seamless real-time failover, duplicate components for reliability, and additional equipment for security and failover • Basic GTM software functionality including a standalone accounting package, automated dispatch, external vendor (customer) website, and some customization of functions to meet airport requirements • No cost included to bring power and communications to the reader location Total cost of any of these systems can be reduced through the use of one or more of these alternatives: • Virtual server configuration to eliminate the cost of a phys- ical server • Using wireless communications at the reader locations to avoid the need to bring communications lines to each • Using a phased approach for implementing the system. This can be a delay in creating all of the desired reader locations or waiting to implement some of the functional- ity desired. A significant amount of information is avail- able after several months of GTM system operation that frequently changes the airport’s priority for the additional components. This phased deployment may uncover a dif- ferent approach or issue that changes the airport staff ’s requirements from the original plan. Procurement GTM systems are normally obtained through the use of an RFP or RFB to purchase a complete (turnkey) system. There are several groups within the airport that need to be involved

133 • Flexible Contracting. A number of airports are beginning to look at changes that have been made by state, city, and inter- nal purchasing department regulations that allow the use of competitive procurements by one organization to be used by another organization. For example, the State of Florida allows a governmental organization (Organization A) to use a contract issued by Organization B to meet the competitive solicitation requirements and purchase the same products/ services using the contract issued by Organization A. This assumes that Organization B and the vendor are both will- ing to meet the terms of the contract. In various forms, this approach has been used to purchase a GTM system without the need for developing an RFP and conducting a competi- tive RFP/RFB process. “Software as a Service” approach is generally based on mul- tiple customers using the same software, with unique data- bases for each customer. In addition to these economies of scale, the payment arrangement is typically a monthly or quarterly payment that makes sophisticated and expen- sive software affordable to much smaller enterprises than a typical one-time purchase. The SaaS approach is almost always deployed on a hosted server environment. While many firms have been concerned with paying more for the software over time, many firms, including airports, are beginning to focus on the “life cycle cost” approach to ana- lyzing the best ownership approach. When all of the costs of ownership are included the SaaS approach is generally very competitive.