The airport sector, like the entire transportation services industry, regularly needs to transform and improve the operation of its infrastructures. Recently, a major player in the airport sector decided to position itself as a communication service provider (CSP) by creating a dedicated organization. To succeed in this transformation, they sought the expertise of Sofrecom to design a service catalog based on global best practices.
Customer needs
Faced with the complexity of existing systems and the necessity for organizational transformation, the client requested Sofrecom's expertise to design a service catalog inspired by global best practices. Their primary objective was to monetize the existing network infrastructure by offering value-added services to B2B stakeholders at the airport. This ambitious project also aimed to reduce time-to-market while increasing customer satisfaction through effective process digitization. A rigorous methodological approach and a deep understanding of sector challenges were essential for this project.
Our tailored approach
A step-by-step approach was implemented by our consultants to assist the client in digitizing their processes. This approach aims to optimize operational efficiency while integrating technological solutions tailored to the specific needs of the airport sector. By focusing on analyzing best practices and strategically aligning processes, we designed a clear and structured roadmap. Our goal is to ensure a smooth transition to a modern organization capable of meeting market demands while maximizing the added value of the services offered. Here are the key steps of our approach:
- Analysis and benchmarking: our experts began with an in-depth analysis of operational and service models at several renowned airports worldwide, identifying best practices and conducting interviews with IT managers. This benchmarking provided a snapshot of existing services and defined a potential service catalog.
- Definition of BSS/OSS architecture: concurrently, we worked on defining the functional architecture for Business Support Systems (BSS) and Operational Support Systems (OSS). This included mapping key processes necessary for implementing an effective CSP organization.
- Design of the target organization: we proposed an adapted organizational model, including roles, team sizes, and essential processes to ensure optimal operational capability. This model was designed to be scalable, allowing for future adaptability.
- Planning and roadmap: a detailed roadmap was developed, including an action plan for the first six months of the project. This defined key steps and prerequisites necessary for implementation.
- Training and support: finally, we scheduled training sessions and support to ensure that the client’s teams were prepared to adopt the new processes and tools.
Benefits achieved by the customer
The flexible and evolving organizational model and the redesign of processes now allow for quicker adaptation to sector changes and better consideration of the needs of the airport operator's clients. These benefits translated into:
- Process optimization: through thorough analysis and the definition of new processes, the client was able to reduce time-to-market and improve operational efficiency.
- Monetization of infrastructure: the creation of a service catalog opened new revenue opportunities, allowing the client to leverage its existing infrastructure.
- Increased customer satisfaction: by offering value-added services, the client improved the experience of its B2B customers, thereby strengthening its market position.
- Adaptability and scalability: the proposed organizational model is designed to be flexible, enabling the client to quickly adapt to market changes and user needs.
- Reference for other projects: this project serves as a reference in the airport sector and can be replicated in other areas, such as seaports or smart city infrastructures.
Digital transformation and infrastructure development are major challenges for the utilities sector and, consequently, for the airport sector. The support from Sofrecom's experts enabled our client to successfully meet this challenge. Through a rigorous methodology and recognized expertise, we were able to design an effective CSP organization capable of monetizing its infrastructure and improving customer satisfaction.
Sofrecom's Expertise
In this project, Sofrecom mobilized several areas of expertise:
- Digital Transformation Consulting
- Service Catalog Development
- BSS/OSS Architecture Design
- Analysis and Benchmarking of Best Practices
- Training and Change Management Support
