Airport Integration of Operational Systems, Passenger Processing & Baggage Systems
| Company | Airport Systems – ADB Safegate |
|---|---|
| Date | 06.09.2012 |
Supply of a fully managed service BRS at LHR Terminals 1, 3 & 4
Ultra were awarded the contract in January 2003 for Terminals 1, 2 and 3 for a five year period. Live operation was achieved on schedule in October 2003.
In March 2008 this was extended into Terminal 4, and the contract across all 4 terminals extended in time for a further 5 years. (Terminal 2 was decommisioned by BAA at end November 2009.)
London Heathrow is the world's busiest international airport, serving nearly 70 million passengers per year. The Baggage Reconciliation service is used directly by 80+ airlines to record, track and manage their customers' bags as they pass through the airport. The Baggage Reconciliation Service at London Heathrow Terminals 1, 3 and 4 is the world's largest single BRS installation, handling over 20 million bags per year.
Scope of work
- UltraTrak software development and customisation
- IT Infrastructure installation and configuration
- Integration with existing Heathrow third party systems such as BAA's Sirius (FIDS)
- Classroom and hands-on user training
- Full project management
- Post installation Managed Service which meets very strict SLA's and provides on-site management of all Scanner and MWS equipment
The Ultra system design provides a fixed and wireless network connecting 650+ Symbol hand-held scanners and 100+ management workstations to a resilient backend server infrastructure running the UltraTrak application. Onsite support is provided between the hours of 04:00 to 23:00 every day of the year. Ultra's support helpdesk is available 24 hours a day ensuring that customers have help at hand whenever they need assistance. All hardware is fully maintained by Ultra to ensure that Heathrow's BRS service levels are achieved at all times. Ultra provides a full time on-site account manager and support team. Key measurements on which Ultra's performance is judged include:
- 95% of telephone calls to the free helpdesk number must be answered by a qualified agent within 5 rings (20 seconds)
- All calls must be answered and acknowledged within one minute
- 98% of reported faults must be rectified within 30 minutes during operational hours
- 100% of reported faults must be rectified within 60 minutes during operational hours
Current Status
UltraTrak at Heathrow Airport went live, to schedule, on 1 October 2003. Since this time the BRS user community have enjoyed a reliable service and have asked Ultra to extend BRS services into Terminal 4 and to increase the term of the contract in Terminals 1, 2, 3 and 4 until 2012.
In March 2008 UltraTrak was successfully and smoothly extended into Terminal 4.
Ultra and its airline customers continuously monitor the availability of the critical BRS and hold formal meetings regularly to review all aspects of this service. Feedback to Ultra's onsite Account Manager happens on a daily basis to ensure that Ultra consistently deliver a service which is second to none. Feedback includes a notification should the BRS be responsible for a single flight delay. We are pleased to report that these instances are very rare at LHR.
Since October 2003, Ultra has successfully implemented over 250 BRS hardware/software changes without interrupting the operation of the BRS. In addition, since 2003, Ultra has worked with the supplier of the hand held scanners to replace all units with a new tougher model. Ultra has also worked with a French company to design a new scanner protection cover which will further reduce the amount of scanner damage occurring and reduce our customers monthly repair costs.
Ultra has worked with British Airways to identify a need for an automated Baggage Reflighting system for use in Terminals 1 and 4. Ultra were awarded a contract to design, build and supply a new system to BA which had to go live by the end of 2006. This work was completed on time and UltraReflight has been in live operation in Terminals 1 and 4 since this time.
Contact
The Oaks
Crewe Road
Wythenshawe
Manchester
United Kingdom
M23 9SS
- +44 161 946 3600
