Integrated Operations Centre to Go-Live this Winter

The next big thing at YYC is almost here. By the end of 2018, The Calgary Airport Authority will have transitioned it’s 24/7 operations and security teams into a state-of-the-art Integrated Operations Centre (IOC), enabling us to move all operational roles into one high-functioning area. This will facilitate exceptional improvements across the board; from customer service to communication between teams to operational response times.

The IOC is a significant change for our stars that work behind-the-scenes in operations and a big change for improving the operational processes of our business. As an industry best-practice model that puts operational teams in a collaborative deci­sion-making structure, staff will be better positioned to manage regular daily operational activity. From power outages to IT service issues or any other interruptions to the regular business day, we will be much better situated to minimize impact on daily airport operations.

The integration of these roles into one centre allows for a better response to the operational concerns of our customers, which enables us to work toward our objective of making the travels of our guests a more memorable and pleasurable airport experience.

Integral to the execution of IOC function will be the first transition phase of a new call-attendant system in which we will implement the use of 735 1300 for all customer requests and reporting. This means that the airport community will have our own version of a 311 and will use the 735 1300 phone number for everything from maintenance issues to IT service help, and to report operational issues.  Starting July 31 we will go-live date for the launch of the call attendant system with the IOC beginning its full operations in November 2018

Generating the highest standards in operational aviation and safety while providing world-class hospitality is key towards solidifying YYC as a future industry leader in the pursuit of airport excellence.

Frequently Asked Questions

1. Why are we doing this?

The Integrated Operations Centre is an industry best-practice model that puts operational teams in a collaborative deci­sion-making structure. The integration of these roles into one centre allows for a better response to the operational concerns of our customers and partners and ensures we are able to proactively plan for our 24/7 operations.

2. What does this improve?

In order to help us work toward our guest-centric vision – the North Star - we must be able to respond to the changing needs of our airport customers and our guests. This more coordinated and collaborative approach to operations allows us to respond quickly and efficiently, and most importantly with customer-centricity front of mind.

3. What process changes will occur? In the terminal and airside?

Truthfully most partners will not be impacted significantly by the IOC. The biggest change will be that you will now only have to call one number for all operational needs.

4. What is happening with the snow desk?

The snow desk evolved over the years and a significant amount of the work related to the current snow desk is focused on apron coordination during weather events. This will also be a function of the IOC.