Implementing Integrated Self-Service at Airports (2015)

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P A R T I V Appendices

95 A p p e n d i x A 1-D Bar Code—A group of parallel lines, differing in width and spacing, used to represent data. Designed to be scanned and read optically. 2-D Bar Code—Geometric patterns like dots and squares that are two dimensional that are used to represent data. Designed to be read and scanned optically. Airports Council International (ACI)—The only trade representative of airports across the globe. Airport Service Quality (ASQ)—An ACI initiative run on behalf of the airport industry worldwide. Augmented Reality (AR)—A user’s real-world, live environment that is supplemented (as an overlay) with computer-generated input such as audio and graphics. Automated Passport Control (APC)—U.S. Customs and Border Protection (CBP) Program that expedites the entry process for U.S., Canadian, and other eligible travelers. Baggage Handling System (BHS)—Type of conveyor system installed in airports that transports checked luggage from ticket counters to areas where the bags can be loaded onto airplanes. Batch Processing—Automated transaction process requiring no human intervention. Beam Counter—Infrared beam cast from one point to another that, when interrupted, counts passenger flow. Benchmarking—Using best practices and industry standards to evaluate one’s own company practices. Best Practice—Method or technique that has consistently shown results superior to those achieved with other means and that is used as a benchmark. Biometrics—Metrics related to human characteristics such as fingerprints, eye scans, etc. Bluetooth—Wireless technology standard used to send data over short distances using short- wavelength UHF radio waves. Can be used in fixed and mobile locations. Bluetooth Low Energy (BLE)—Designed by the Bluetooth Special Interest Group (SIG) as a lower energy alternative to Bluetooth that is aimed at personal use. Business Case—Often a carefully written document or short verbal presentation that presents the reasoning behind deploying a new solution or technology. Business Driver—A resource, process, or condition that is vital for the continued success and growth of a business. Causal Link—Relation between a set of factors (causes) and a phenomenon (the effect). Glossary of Terms

96 implementing integrated Self-Service at Airports Charter—Written grant by which an institution such as a company is created and its rights and privileges defined, similar to an Authority. Closed-Circuit Television (CCTV)—The use of video cameras to transmit a signal to a specific place, on a limited set of monitors. Common Infrastructure—When service providers or users of Information and Communica- tions Technologies (ICT) share systems to distribute electronic communication signals and ser- vices in the terminal or around the Airport. Common Use Working Group (CUWG)—Standards developed by IATA cover the following three specific areas of Common Use: Common Use Self-Service (CUSS), Common Use Passenger Processing Systems (CUPPS), and standardized data exchange through the use of web services technology. Computerized Reservation System (CRS)—Computerized system used to store and retrieve information and conduct transactions related to air travel. Context-Aware Mobile Applications (CMA)—Mobile device property that complements loca- tion awareness. Data Flow—Software architecture based on the idea that changing the value of a variable should automatically force recalculation of the values of variables which depend on its value. Department of Homeland Security (DHS)—The vision of homeland security is to ensure a United States homeland that is safe, secure, and resilient against terrorism and other hazards. Distributed Antenna System (DAS)—Network of separated antenna nodes connected to a common source through a medium that provides wireless service within an area or structure. Enterprise Service Bus (ESB)—Software architecture model used for designing and deploying communication between software applications in a service-oriented architecture (SOA). Face Recognition—Automatic identification or verification of a person from a digital image or video frame of their face. Can be used against an existing database. Fast Travel Program—Six areas of self-service options throughout a passenger’s airport journey. Created by IATA and used as a standard for airports worldwide. Fiber Optic Cable—Cable that has a much greater bandwidth than metal cables and therefore can carry more data. Fingerprinting—Method that automatically matches two fingerprints, one of the many forms of biometrics used to verify identity of an individual. Frequent Flyer Program—Loyalty program offered by many airlines. Global Distribution System (GDS)—Network operated by an airport that enables automated transactions between third parties and booking agents to serve passengers. Global Positioning System (GPS)—Satellite navigation system based in space that provides time and location information anywhere on earth, no matter the weather condition, where there is a clear line of sight between four or more GPS satellites. Global System for Mobile Communications (GSM)—Standard to describe protocols for second generation (2G) digital cellular networks used by mobile phones developed by the European Telecommunications Standards Institute (ETSI). Heat Map—Graphical representation of data where the individual values contained in a matrix are represented as colors.

Glossary of Terms 97 Indoor Navigation/Proximity Technology (INPT)—A network of devices, magnetics, or other sensory data that can be utilized to locate people and objects in a building wirelessly. Intermodal Facility—Combination of more than one mode of transportation and results in the interchange of equipment. International Air Transport Association (IATA)—The global trade association for the airline industry. Iris Scanning—Biometric that scans the eye of an individual and compares it using pattern- recognition to verify identity. Key Performance Indicator (KPI)—Measure of performance that assesses the success of a particular activity in which a company engages or the company itself. Local Area Network (LAN)—A computer network that interconnects computers within a limited area such as an airport. Mobile Passport Control (MPC)—U.S. Customs and Border Protection (CBP) smartphone or tablet application that expedites the entry process for U.S. citizens and Canadian visitors. Natural Language Processing (NLP)—A field of computer science, artificial intelligence, and linguistics concerned with the interactions between computers and human languages. Near-Field Communication (NFC)—Form of short-range wireless communication where the antenna used is much smaller than the wavelength of the carrier signal. Network Architecture—Layout of the network, consisting of the hardware, software, connectivity, communication protocols, and mode of transmission (such as wired or wireless). Network Security—A specialized field in computer networking that involves securing a computer network infrastructure. Passenger Experience Management Group (PEMG)—Created by IATA, addresses the end-to- end passenger journey from ticket purchase through to arrival at destination. Passenger Name Record (PNR)—Record in the database of a computer reservation system (CRS) that contains the itinerary for a passenger, including when a group of passengers travel together. Passenger Self-Service (PSS)—Passengers performing functions for themselves with no airport or employee intervention. Passenger Self-Tag Bag Drop—Enabling the passenger to perform the steps of identifying and reconciling the baggage tag and boarding pass. Passive Optical Network (PON)—Telecommunications network that uses point-to-multipoint fiber to the premises in which unpowered optical splitters enable one optical fiber to serve the premises. Payment Card Industry (PCI)—Debit, credit, prepaid, e-purse, ATM, and point-of-sale cards and associated businesses. Performance Measurement—Process of collecting, analyzing and/or reporting information regarding the performance of an organization or system. Project Governance—Management framework within which project decisions are made. Qualitative Analysis—Aim to gather an in-depth understanding of human behavior and the reasons that govern such behavior. Method which investigates the why and how of decision making, not just what, where, when.

98 implementing integrated Self-Service at Airports Queue Time—Amount of time a person stands in line before being attended to. Radio-frequency Identification (RFID)—The wireless use of electromagnetic fields to transfer data, for the purposes of automatically identifying and tracking tags attached to objects. Regulation—A legal norm intended to shape conduct that is a byproduct of imperfection. Retina Scanning—Biometric technique that identifies the unique patterns on retina blood vessels. RFID Tag—Contains electronically stored information. Used for tracking people and objects and transferring data. Security Screening Checkpoint (SSCP)—Area through which travelers must pass through the security process. Self-Service Check-In Kiosks—A shared kiosk offering airport check-in to passengers without the need for ground staff. Service-Oriented Architecture (SOA)—Pattern based on distinct pieces of software providing functionality as services to other applications using a protocol. Signage—Signs collectively, especially commercial or public display signs. Simplifying the Business (STB)—Industry initiative developed by IATA that aims to transform the entire journey experience through the implementation of innovative solutions. Skytrax—A United Kingdom-based consultancy which runs an airline and airport review and ranking site. Skytrax Airport Quality Service Audit (AQSA)—Applies methods and systems for improving and maintaining customer service standards. Smartglasses—A wearable computer that can display information or transpose digital augments onto the user’s environment. Smartwatch—Wristwatch that is computerized and equipped to do more than keep time (e.g., answer phone calls). Stakeholder—An entity that can be affected by the results of that in which they have an investment. Steering Committee—Decides on the priorities or order of business of an organization and manages the general course of its operations. Synthetic Intelligence—Passenger counting method that uses an array of infrared beams to count, even with varying direction. Thermal Imaging System—Passenger counting method effective for large, crowded areas that uses heat detection and thermal imaging. Tokenization—The process of substituting a sensitive data element with a non-sensitive equiv- alent, referred to as a token that has no exploitable value. TransferJet—A new type of close proximity wireless transfer technology developed by Sony. Transportation Security Administration (TSA)—Created to strengthen the security of the United States’ transportation systems and ensure the freedom of movement for people and commerce. U.S. Customs and Border Patrol (CBP)—Takes a comprehensive approach to border management and control.

Glossary of Terms 99 Use Case—A list of steps, typically defining interactions between a user and a system, to achieve a goal. Vein Analysis—Biometric technique that analyzes the patterns of blood vessels visible from the surface of the skin. Video Analytics—Cameras are used with algorithms to calculate the number of people in a queue area with a high degree of accuracy. This system works even with crowds and when people are moving in two directions. Voice Analysis—Study of speech sounds for purposes like speech recognition. Voice Translation—Process through which a string of words is spoken in one language, translated into another, and spoken aloud by a computer in the second language. Wayfinding—All of the ways in which people and animals orient themselves and navigate. Wearable Technology—Clothing and accessories incorporating computer and advanced electronic technologies. Wide Area Network—is created when linking networks at two or more sites extending beyond a single metropolitan area. Wi-Fi—A wireless local area technology (WLAN) that allows an electronic device to exchange data or connect to the Internet using 2.4 GHz UHF and 5 GHz SHF radio waves.

100 Aviation Industry Resources Airport Cooperative Research Program (ACRP), Transportation Research Board (TRB) TRB promotes innovation and progress in transportation through research. The ACRP is an industry-driven, applied research program that develops near-term, practical solutions to problems faced by airport operators. ACRP is managed by TRB of the National Academies and sponsored by the FAA. The research is conducted by contractors who are selected on the basis of competitive proposals. International Air Transport Association (IATA) IATA (www.iata.org) is a trade association of the world’s airlines. IATA supports airline activ- ity and helps formulate industry policy and standards. This association is responsible for the Common Use Self-Service (CUSS) Standard as well as the Fast Travel Program, both of which push airports to improve their efficiency and passenger satisfaction through implementation in six areas of passenger self-service. • Passenger Facilitation Working Group (PFWG). The PFWG brings together airlines, airports, and governments to see how processes can be linked across stakeholder environments, with a focus on the crucial areas of security, border protection, immigration, and customs to provide an “end-to-end passenger experience that is secure, seamless, and efficient.” • Passenger Experience Management Group (PEMG). IATA’s PEMG addresses the end-to-end passenger journey from ticket purchase through arrival at destination. It comprises a range of projects to improve the travel experience and help reduce unnecessary operational costs to the industry. One of the primary delivery channels is self-service options for passengers where it makes sense. In process areas controlled by government authorities, such as security, immi- gration, and customs, the PEMG will improve facilitation by harmonizing passenger data requirements and enhancing passenger preparedness to reduce queues and process times. • Common Use Working Group (CUWG). IATA develops and maintains common use stan- dards including recommended practices through the work of the CUWG, which is part of the IATA’s PEMG. The standards cover the following three specific areas: CUSS, Common Use Passenger Processing Systems (CUPPS), and standardized data exchange through the use of web service technology. Airports Council International (ACI) The ACI (www.aci.aero, www.Airportservicequality.com) promotes excellence in airport management and operations and advances the interests of the airports and communities they A p p e n d i x B Annotated Resource Guide

Annotated Resource Guide 101 serve. They developed the Airport Service Quality (ASQ) benchmarking system to improve air- port standards and the quality of service to passengers, and it is currently in use by 280 airports worldwide. • ACI–North America Business Information Technology (ACI–NA BIT). The Business Infor- mation Technologies Committee is the forum where members with airport-related IT respon- sibilities can network, communicate, share data, conduct research, and keep up-to-date with the latest technological developments. The committee examines new and emerging tech- nologies for their applicability to airport systems and reviews how existing systems can be improved to better serve the airport system and passenger needs. • Airport Community Recommended Information Services (ACRIS). An ACI-NA BIT project currently underway that will provide a service-oriented architecture allowing airports, air- lines, and service providers to better communicate. In laymen’s terms, it will help airports and airlines in real time, pass important flight operations data including block times, etc. Airlines for America (A4A) A4A (www.Airlines.org) advocates on behalf of the American airline industry as a model of safety, customer service, and environmental responsibility and as the indispensable network that drives our nation’s economy and global competitiveness. The association works with the FAA to promote new policies beneficial to the economy and the environment and consistently monitors future technologies that may improve the passenger experience in American airports. Federal Aviation Administration (FAA) The FAA (www.faa.gov/Airports) is the national aviation authority of the United States. An agency of the United States Department of Transportation, it has the authority to regulate and oversee all aspects of American civil aviation. The FAA sets various construction, engineering, and design standards for American airports. International Civil Aviation Organization (ICAO) The ICAO (www.icao.int) is a specialized agency of the United Nations. It codifies the prin- ciples and techniques of international air navigation and fosters the planning and development of international air transport to ensure safe and orderly growth. The ICAO Council adopts stan- dards and recommended practices concerning air navigation, its infrastructure, flight inspec- tion, prevention of unlawful interference, and facilitation of border-crossing procedures for international civil aviation. The Airport Association for Benchmarking (TAAB) The Benchmarking Network, Inc., is an organization of experienced benchmarking specialists dedicated to using benchmarking to develop value-based performance improvement opportu- nities for corporations worldwide. These benchmarking specialists utilize proven processes and systems to streamline their efforts to achieve high impact results on a timely basis. They utilize their network of over 140,000 domestic and international contacts to provide the basis for suc- cessful global benchmarking solutions (www.taab.org). Airport Operators Association (AOA) The AOA (www.aoa.org.uk) is the national voice of UK airports. They are a trade association representing the interests of UK airports and the principal such body engaging with the UK

102 implementing integrated Self-Service at Airports government and regulatory authorities on airport matters. Working on behalf of these members, the AOA’s mission is to influence governments, regulators, and opinion formers at the national and international levels in order to secure the policy outcomes that will deliver its vision. Transportation Security Administration (TSA) The TSA (www.tsa.gov/stakeholders) was created to strengthen the security of the United States’ transportation systems and ensure the freedom of movement for people and commerce. TSA uses a risk-based strategy and works closely with transportation, law enforcement, and intelligence communities to set the standard for excellence in transportation security. The DHS of the United States provides security grants to mass transit and passenger rail systems. Web Resources Airport Technology Airport Technology (www.Airport-technology.com) follows the latest trends and innova- tions in airports and the vendors that produce technology that can improve passenger expe- riences. A team of journalists objectively covers rules, regulations, construction projects, and groundbreaking deployment of new solutions to help airports make the right decision about what choices to make. Some of the tools and resources available include • Free white papers • Press releases • Lists of current vendors by technology type • Comprehensive coverage of industry innovation Future Travel Experience Future Travel Experience (www.futuretravelexperience.com) was first developed as response to interest in Common Use Check-In kiosks in airports, but as technology progressed, Future Travel Experience expanded to cover the entire passenger experience throughout the airport and the ways in which technology is developing to help improve air travel. Some of the tools and resources available include • Information on three annual conventions (global, Asia, and Europe) • Daily updates on new technologies implemented in airports • Insight into airline deployment of technologies • An objective view of ways to improve the passenger experience EyeforTravel EyeforTravel (www.eyefortravel.com) is a community where the world’s top online travel brands—hotels, airlines, online travel agents, cruise and car-hire firms, and more—come to meet to drive forward growth and innovation in the industry. Eyefortravel publishes many free articles that follow airline and airport trends in adoption and deployment of new technolo- gies and best practices that can improve the passenger airport journey. Some of the tools and resources available include • Industry analysis and insights • Webinars and research • Conferences

Annotated Resource Guide 103 airlinetrends As an independent industry and consumer trends research agency, airlinetrends (www.Airline trends.com) is continuously monitoring the global aviation industry for commercial innovations launched by airlines in response to industry trends and changing consumer behavior. The latest breakthroughs and trends in commercial aviation are consistently covered. Some of the tools and resources available include • Industry analysis • Well-researched articles on innovation • Airline-specific articles • Area-specific articles (e.g., passenger experience, mobility, connected passengers, and con- sumer behavior) Techopedia Techopedia (www.techopedia.com) is a family venture providing insight and inspiration to IT professionals, technology decision-makers, and anyone else who is proud to be called a “geek.” Techophedia’s goal is to help users better understand technology and make better decisions as a result. Some of the tools and resources available include • Comprehensive dictionary of technical jargon • In-depth tutorials • Examination of leading trends in articles Wikipedia Wikipedia (www.wikipedia.org) is written collaboratively, largely by anonymous Internet volunteers. Anyone with Internet access can write and make changes to Wikipedia articles, except in limited cases, where editing is restricted to prevent disruption or vandalism. Users can contribute anonymously, under a pseudonym, or, if they choose to, with their real identity. Some of the tools and resources available include • Research into past and present airport technologies • Information about passenger self-service • Detailed technical information about technologies • Virtually every airport and airline globally and their objectives • Information on passenger statistics Webopedia Webopedia (www.webopedia.com) is an online technology dictionary for IT professionals and educators, providing definitions of words, phrases, and abbreviations related to computing and information technology. The goal is to provide easy-to-understand definitions and avoiding the use of heavy jargon, when possible, so that the site is accessible to users with a wide range of computer knowledge. Definitions are verified among multiple sources; definitions are never based on just one source. Some of the tools and resources available include • Lexicon of specific terms • Articles on how emerging technologies are used • Studies and links to explore further

104 implementing integrated Self-Service at Airports Other Resources Bluetooth Special Interests Group (SIG) The Bluetooth SIG (www.bluetooth.org) is the body that oversees the development of Blue- tooth standards and the licensing of Bluetooth technologies and trademarks to manufacturers. The Payment Card Industry Security Standards Council (PCI SSC) The PCI SSC (www.pcisecuritystandards.org) is an open global forum for the ongoing devel- opment, enhancement, storage, dissemination, and implementation of security standards for account data protection. Its mission is to enhance payment account data security by driving education and awareness of PCI security standards.

105 A4A Airlines for America ACI–NA BIT Airports Council International–North America Business Information Technology ACRIS Airport Community Recommended Information Services AMR Adaptive Multirate AOA Airport Operators Association APC Automated Passport Control AR Augmented Reality AQSA Airport Quality Service Audit (Skytrax) ASQ Airport Service Quality ASR Automatic Speech Recognition BHS Baggage Handling System BI Business Intelligence BLE Bluetooth Low Energy CA Context Awareness CAP Club Airport Premier CBP U.S. Customs and Border Patrol CCTV Closed-Circuit television CMA Context-Aware Mobile Applications CRS Computerized Reservation System CUPPS Common Use Passenger Processing Systems CUSS Common Use Self-Service CUWG Common Use Working Group DAS Distributed Antenna System EAN International Article Number EDGE Enhanced Data Rates for GSM Evolution EFR Enhanced Full Rate ESB Enterprise Service Bus FR Full Rate GDS Global Distribution System GPRS General Packet Radio Services GPS Global Positioning System GSA U.S. General Services Administration GSM Global System for Mobile Communications GTAA Greater Toronto Airports Authority GTIN Global Trade Item Number HMM Hidden Markov Model HR Half Rate HRS Human Recognition Systems A p p e n d i x C Acronyms and Initialisms

106 implementing integrated Self-Service at Airports HUD Heads-Up Display IATA International Air Transport Association ICAO International Civil Aviation Organization ICT Information and Communications Technologies IFE In-Flight Entertainment INPT Indoor Navigation/Proximity Technology IPSSP Integrated Passenger Self-Service Program ISM Industrial, Scientific, and Medical IT Information Technology KPI Key Performance Indicator LAN Local Area Network LED Light-Emitting Diode LTE Long-Term Evolution MPC Mobile Passport Control MT Machine Translation NAA Narita Airport Authority NFC Near-Field Communication NIR Near Infrared O&D Origin and Destination PCI Payment Card Industry PEMG Passenger Experience Management Group PFWG Passenger Facilitation Working Group PNR Passenger Name Record PON Passive Optical Network PSS Passenger Self-Service QR Quick Response RFID Radio-Frequency Identification RP Recommended Practice SHF Super High Frequency SIG Special Interest Group (Bluetooth) SME Subject Matter Expert SMS Short Message Service SOA Service-Oriented Architecture SR Speech Recognition SSC Security Standards Council SSCP Security Screening Checkpoint STB Simplifying the Business STT Speech-to-Text TAAB The Airport Association for Benchmarking UHF Ultra High Frequency UPC Universal Product Code WAP Wireless Access Point WEP Wired Equivalent Privacy WLAN Wireless Local Area Network

Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S.DOT United States Department of Transportation

TRA N SPO RTATIO N RESEA RCH BO A RD 500 Fifth Street, N W W ashington, D C 20001 A D D RESS SERV ICE REQ U ESTED ISBN 978-0-309-30878-6 9 7 8 0 3 0 9 3 0 8 7 8 6 9 0 0 0 0 N O N -PR O FIT O R G . U .S. PO STA G E PA ID C O LU M B IA , M D PER M IT N O . 88 Im plem enting Integrated Self-Service at A irports A CRP Report 136 TRB