ACRP & Customer Service

Transcription

1 ACRP & Customer Service ACI-NA CUSTOMER SERVICE SEMINAR January 23, 2013 Michael J. Audino, ACRP Ambassador

2 Agenda 1. ACRP Ambassadors 2. Overview of ACRP 3. ACRP Research Reports 4. Q & A

3 Role of ACRP Ambassadors Speak and exhibit on behalf of ACRP at regional conferences and events Introduce airport industry practitioners to ACRP and its research products Selected through an application process each fall (one or two positions per FAA region) Learn more at: trb.org/acrp/acrpambassadors.aspx

4 2012 Ambassadors Joshua Abramson, Southern Region Michael Audino, Central Region Marsha Hochstadt, Eastern Region Vivek Khanna, Southwest Region Lloyd McCoomb, Canadian Representative Sam Mehta, Western-Pacific Region Randy Murphy, New England Region Burr Stewart, Northwest Mountain Region

5 National Academy of Sciences Established in 1863

6 What is ACRP? Began in 2006; authorized by Congress Funded and sponsored by FAA Managed by the Transportation Research Board Industry-driven, applied research program that develops near-term, practical solutions to problems airport operators face Research contractors selected on a competitive proposal basis Volunteer panels develop scope, select contractors, oversee research, and review results

7 The ACRP Research Process A project panel is formed Panel develops scope of work from an original problem statement Panel reviews contractor proposals Panel oversees progress of selected contractor in completing the scope, through interim deliverables, teleconferences, and meetings Panel comments on draft final report to improve its value to the industry

8 How Topics Are Selected Industry practitioners submit research ideas ACRP Oversight Committee selects projects that focus on applied research Projects must be relevant, applicable, and valuable to airports Projects should not duplicate current research within ACRP or elsewhere in the industry Research must be technically feasible

9 ACRP Research Areas Administration Construction Design Environment Human Resources Maintenance Operations Policy & Planning Safety Security Special Projects

10 ACRP Today 250+ research projects authorized 125+ ACRP publications 700+ industry volunteers are actively engaged with ACRP Participants come from airports; airlines; consultants; academics; state and federal government; and industry associations Current status of the research cycle

11 5 Ways to Get Involved 1. Submit a research idea or problem statement 2. Volunteer for a project panel 3. Prepare a research proposal 4. Respond to a request for information or complete a survey 5. Use the research results

12 Report 52: Wayfinding & Signing Guidebook Airports should understand that the more time passengers spend driving, waiting, walking, or finding their destination, the lower the perceived LOS. If an airport takes its role seriously and considers customer satisfaction a non-disputable requirement, efficient wayfinding should be provided.

13 Report 70: ITS Guidebook Consistency in the format and approach of the dissemination of advanced traveler information in individual airports and across the airport industry will improve the airport traveler customer service experience.

14 ACRP Synthesis: Measuring Customer Service Performance Synthesizes current practices regarding performance metrics used by airport operators to benchmark and measure customer service Intended audiences are airport managers who are: responsible for passenger services managers of tenants and concessionaires who interface with the traveling public Synthesis Report should be published in May, 2013

15 ACRP Synthesis: Planning, Design, and Operations for Aging Airport Travelers Addresses issues in planning, design, and operation of airports for aging airport travelers Outlines cause(s) and preventative measures that airport operators have used to prevent common injuries to seniors, and manage potential liability Lists customer care initiatives to accommodate safe mobility for aging airport travelers Describes how resort and retirement area airports have accommodated aged travelers, and contrasts these methods with other special needs accommodations

16 Additional Ways to Participate Impacts on Practice (IoP) Submit an IoP Lead at trb.org/acrp/acrpimpacts.aspx Apply to Become an ACRP Ambassador Learn trb.org/acrp/acrpambassadors.aspx Speakers Bureau Join ACRP s database of research experts Get plugged into events where you can share your knowledge about an ACRP research problem

17 LinkedIn & Facebook Get Social Participate in online discussions. Share YOUR success.

18 For More Information Regular news and updates on Upcoming and ongoing research projects New publications Success stories Announcements And more!

19 Thank You! Michael J. Audino ACRP Ambassador