Austin–Bergstrom International Airport

Program Management and Project Management

As the first project under the on-call contract, The JWG was asked to provide Program Management and Project Management services. These services included the creation of a Project Management methodology that would allow for a consistent and cohesive management and reporting process for all IT projects. Deliverables for the project included:

• Updating and maintaining project templates
• Updating and maintaining the IT Projects Roadmap
• Providing updates to project schedules
• Conducting monthly project reviews with the airports’ IT division
• Updating and maintaining tracking sheets for project budgets.
• Assistance to Project Managers not associated with The JWG for the creation of detailed project scopes of services and work plans
• Updating and maintaining program/project files in electronic form 
• Providing Subject Matter Experts (SME) upon the request of IT to assist in project concept definition, research and resource estimation, in refinements that can be required from time to time
• Providing coordination and communication assistance between IT and other airport divisions or groups as needed

Outside Plant Cabling Inventory Improvements

Previous investigative work identified the need for improvements to various areas of the fiber optic communications backbone environment. Additionally, improvements had also been identified for pedestals which are part of the copper cable environment. As part of this project, The JWG team was asked to perform these improvements so the DoA could better manage and plan the outside cable plant environment. The JWG performed project management activities, reviews of previous investigative work, field work observations, photograph imagery, physical improvements and created field manual documentation to complete the project. The JWG provided the following:

• Project management documentation
• Confirmed list of both fiber optic and ‘copper only’ pedestals in scope
• Finalized fiber optic tray labels and copper cable and termination labels
• Photographs of the before work and after work condition of copper pedestals
• Field report describing any further repairs necessary
• Installation of identification labels on pedestals and termination labels in rack and pedestals

ITSM ITIL Readiness Assessment

The JWG assembled a team of subject matter experts to prepare an IT Services Management (ITSM) readiness assessment that would refine and enhance the existing ITSM best practices at AUS.  The assessment was completed to support AUS as they prepared for the implementation of a new Service Desk Management software toolset being introduced within the airport environment. The project included interviews with the AUS Business units to review the existing ITSM Workflows, processes, policies and procedures that formed the basis of Requirements.  Business process and use cases/stories were designed to reflect future state, that would be implemented with the new Service Desk Management software toolset.  The JWG team also reviewed the reporting and Key Performance Indicator requirements to identify the metrics needed to assess process performance benefits. The readiness assessment provided the foundation to configure, install and provide training for the Service Desk Management software toolset. As part of a separate task and scope of work, The JWG team developed the implementer’s SOW and provided implementation support. Deliverables included:

• Current state analysis
• Identification of current state to future state gaps
• Identification of opportunity for a future state to include Incident Management, Service Request Fulfillment, Change Management and Problem Management
• Document Future State Process, including key activities, inputs/outputs, handoff criteria, information requirements, technology dependencies, and roles
• Reporting Requirements and KPI Configuration Documentation
• Presentation of findings and recommendations

Business Process Review – Finance and Properties

The JWG documented current business processes, recommended and incorporated process improvements, and developed future state business processes for Austin-Bergstrom International Airport (AUS). This included the airport Finance and Properties functions that interact with the AirportIQ Business and Revenue Manager (ABRM) solution.  The JWG provided clearly defined process steps, system/tools used to complete the steps, and who was ultimately responsible for completing the steps in the overall process. The process areas examined for improvements included:

• Tenant/Concession On-Boarding (e.g., for a new tenant/concessionaire/STS customers)
• Agreement/Lease/Contract Setup
• Agreement/Account Management updates and maintenance
• Billing (fixed and variable)
• Accounts Receivable, including GL Posting
• Collections and Aging
• Disputes
• Tenant Termination and Close out (i.e., default and non-default)
• Finance Reconciliation

IT Building Assessment

The DoA requested The JWG to perform an inventory of the existing IT building that was housing the Main Point of Entry (MPOE) and primary data center and equipment. The JWG staff assisted in the development of planning documentation in preparation for the construction of a new IT building.  The new building would be designed to support on campus service providers, and a new main communications room/data center capable of supporting the DoA’s current and requirements. Through a series of interviews, reviews of existing documentation and field investigations, The JWG provided an Existing Conditions Report consisting of a description of the existing conditions, the DoA’s short and long-term requirements, deficiencies in the existing IT Building operating environment and drawings of the MPOE, data center/communications room and rack layout. Based on the information gathered of the existing conditions, The JWG prepared the Planning and Programming Documents for the new building that addressed the needs and requirements for the next twenty (20) years.

Ground Transportation Management & Transportation Network Company Software Solution

The JWG provided consulting services for a unified Ground Transportation Management System (GTM) with taxi dispatch and Transportation Network Company (TNC) solution at Austin Bergstrom International Airport (AUS). The JWG developed a business case/sole source justification through documenting the requirements and cost for creating the Statement of Work (SOW) and all procurement documentation for the unified software solution. Deliverables for this project included:

• A business case containing the research and current state of GTMS/TNC solutions
• Completion of City forms ready for review and submission
• High level draft as-is processes and final to-be processes for AUS cash handling and financial transactions around ground transportation
• System and implementation requirements that included software, hardware (servers, readers, tags) and maintenance and support
• Scope request documentation that included requirements, processes, project schedule and general guidance to complete the implementation and project scope
• Coordinating directly with the vendor to work towards a scope/proposal from the vendor that would meet the schedule set by AUS
• Providing and presenting an existing conditions summary report with high level as-is processes for key ground transportation operational activities
• Development and presentation of an Assessment Report with recommendations
• Provide project management documentation services
• Assist in preparing and presenting to other departments and the Executive Leadership
• Through consultation with Information Systems, develop required processes, procedures, roles and responsibilities for system support for both hardware and software
• Assist with identifying requirements of the Support and Maintenance contracts for software and hardware and reviewing the support agreements proposed by the vendors
• Assist with solution testing and acceptance as well as issues tracking for resolution

Access Control System Replacement

The JWG was asked to provide the planning, design, procurement support and implementation oversight services to enable the replacement of the existing end of life access control system (ACS) platform.  The new system required integrations with other security systems (such as CCTV and badging), and newly developed processes and tools used at the airport. The project included replacing ACS software and hardware as well as replacing the existing badging software for streamlining the security badging office and credentialing process at the Austin-Bergstrom International Airport. The JWG completed the work accordingly:

• Conduct a detailed field survey and inventory of the existing ACS and Badging system electronic components and portal / door hardware
• Develop a comprehensive drawing package of existing field conditions
• Develop Design Documentation for inclusion into the RFP (designs, requirements, specifications)
• Provide support in the development of the RFP and procurement process (in progress)
• Provide construction administration and project oversight (in progress)

Enterprise Strategy for Mobile Asset Management

One of the ITMP recommendations included enhancements to Austin-Bergstrom International Airport (AUS) asset management processes through use of “mobile technology” capabilities. The JWG was asked to define an enterprise strategy, leveraging Maximo EAM, for mobile enablement of service requests, work order execution, multiple inspection activities (e.g., terminal, airfield/Part 139, custodial, engineering, properties, etc.), parts requests, inventory control, and updating of asset and location data.  The project included identification of best practices, assessment of operational efficiency and/or effectiveness improvement potential, development of a comprehensive system requirements matrix (to support software selection and procurement activities), and an implementation roadmap for phased adoption of mobile capabilities across relevant process areas and functional units.

The JWG provided the following as part of the project:

• Project Management
• Process Design
• Organizational Impact Analysis
• Best Practice Research
• Systems Requirements Development
• Implementation Planning
• Procurement Support

Lost and Found Procure and Implementation

The Austin-Bergstrom International Airport (AUS) saw an increase of passengers as the City of Austin’s population and industry grew. With the increase in travelers, the manual AUS lost and found processes became increasingly inefficient and time consuming. The DoA looked to The JWG to perform analysis and research for common off shelf software (COTS), and conduct business process reviews and requirements gathering to allow AUS to regain control over the lost and found process, while leveraging a system to reduce staff involvement, increase property return rate, and positively influence customer experience. The JWG delivered a COTS research document, business model analysis review complete with recommendations for improvement, and a requirements matrix. Working closely with DoA stakeholders, The JWG supported the procurement process by assisting with the assembly of materials required for procurement documentation, facilitated vendor communications, and performed implementation oversight to ensure a timely, cost effective and high-quality implementation and integration.

Critical Event Management System Procure and Implement

The Austin-Bergstrom International Airport (AUS) desired to move away from the existing isolated systems and manual processes  and procedures involved with critical event planning, monitoring and management in favor of a consolidated Critical Event Management System (CEMS) to provide situational awareness, incident management, public notification, enhanced employee safety and community engagement. The JWG supported this effort by conducting an extensive review and documentation of existing business processes and provided recommendations – complete with identified risks and challenges - for automating and streamlining notification activities, while incorporating best practices. The JWG, in coordination with DoA departments, provided information for the procurement of the CEMS, hardware, licensing and integration services. Additionally, The JWG supported procurement processes by responding to vendor questions, reviewing vendor provided scope and quotations, and provided technical assistance to the DoA’s Evaluation Panel during the selection process. Implementation oversight and support activities - including data migration and application configuration - were provided to ensure the timeliness, cost effectiveness, and quality of all system components, implementation and integration activities. This included the project schedule, communications plans, status reports, issue logs, vendor invoice and report reviews, contract deliverable assessment and management, change orders and the documentation of outstanding issues.

Visual Paging Review, Procure and Implementation

The Austin-Bergstrom International Airport (AUS) wanted to leverage functionality from their enhanced IP based paging system and procure a solution to display visual pages on flight information displays (FIDS) located throughout the passenger terminal buildings. The JWG considered federal regulations around visual paging and conducted industry research of systems, functionality, licensing and hosting options, as well as performed operating model analysis including user interaction, ease of system use, types and duration of messages to display. Additionally, The JWG developed existing conditions documentation identifying all existing display locations and provided recommendations for enhancing FIDS/visual paging locations and developed graphic content alternatives for providing visual paging/FIDS information.

Through stakeholder interviews with AUS staff, The JWG documented and reviewed existing paging procedures, policies and standards and recorded recommended improvements for consideration and all recommended functional, technical and reporting requirements were gathered for incorporation into the procurement documentation.

Customer Relations Management

The DoA outgrew its existing methods of performing Customer Relationship Management tasks. The JWG was asked to investigate CRM software that would enable the airport to reduce the amount of Airport staff time involved in customer management and volunteer scheduling, increase response rates, and ensure feedback was addressed in a timely and courteous manner. As the business analysis of this project progressed, it became evident a service to assist with the onboarding, scheduling and management of airport volunteers was also required.  Through system research of commercial off the shelf (COTS) software and business model analysis, process reviews and requirements findings, The JWG delivered a fully documented business process review with recommended area for improvement, a requirements matrix, market analysis and solution alternative analysis.

The DoA further requested The JWG consulting services to work with their internal departments for the assembly of the procurement documentation, and provide procurement support related to vendor questions, responses and evaluation criteria. To complete the project, The JWG provided implementation oversight to ensure the timeliness, cost effectiveness, and quality of all system, implementation and integration activities.

Security Master Plan and Future Roadmap

The JW Group (JWG) successfully completed a Security Systems Assessment and Future State Roadmap focused on the Airport’s security systems, including the CCTV platform at Austin-Bergstrom International Airport (AUS).  This roadmap included both short and long-term project methodologies to support the identified business and operational goals of the Department of Aviation (DoA).  The DoA has committed to the implementation of the plan’s recommendations and has begun taking steps to upgrade, enhance and replace systems to meet the newly defined requirements. 

As part of this assessment,The JWG was asked to document vulnerability and provide system and procedural analysis.  The team developed sound mitigation strategies and a detailed vision to ensure that AUS can successfully address the identified vulnerabilities through the application of processes and emerging technologies.  As part of the CCTV system assessment, new integrations were identified with other security systems (such as ACS and PIDS), as well as newly developed processes and tools.

The JWG completed the work accordingly:

• Conduct a detailed field survey and inventory of the existing CCTV system and locations
• Develop a comprehensive package of existing field conditions
• Documented solution architecture, gaps / pain points and future needs
• Conducted stakeholder interviews
• Developed recommendations and identified priorities
• Developed schedule/timeline and phasing

PBX Maintenance and Support RFP Development

The DoA contracted a third party for the maintenance and support of their Private Branch Exchange (PBE) telephony system and Protective Distribution System (PDS) that was set to expire.  The DoA required The JWG to analyze the existing state, review software agreements, identify new requirements and services that were no longer required, and to develop documentation describing and detailing all future service requirements. The work effort included interviews with stakeholders, field inspections and observations of business and operational processes as well as the team’s extensive knowledge of the Austin-Bergstrom International Airport (AUS) and industry best practices and procedures. Once the technical documentation was finalized, the team worked with the City of Austin and DoA to prepare the procurement documentation which included the technical and functional requirements of the new services. The JWG provided support to the evaluation team and ensured full compliance during the implementation phase of the project.

Project Controls - Project Management Assessment and Procure

The ITMP identified the need for a Project Controls and Project Management System as the processes and data were maintained in a variety of systems, with a variety of system owners, resulting in information stored in data silos in various platforms, locations, and formats.  The JWG was asked to propose a comprehensive, integrated solution that could integrate several stand-alone systems and data into a virtual data warehouse enabling standardized project management, program management, proper access control, consistent information presentation, standardized business processes, and accurate and up to date information for real time executive reporting.

To accomplish the request, The JWG performed an analysis of the existing state through reviews of data, processes, available documentation, and interviews which were used to develop high-level requirements for the desired solution. The JWG also completed vendor outreach and market research of applicable systems and developed mapping documentation to illustrate gaps, integration flexibility and ability to meet current and future requirements. As part of the project, The JWG was asked to use the information gathered to produce business case documentation including a rough order of magnitude cost. To complete this work, the JWG completed further analysis and documented business processes, developing heat maps and a proposed optimized workflow through business process mapping. The JWG assisted with the procurement documentation and supported the procurement process by providing formal responses to the RFI’s and RFP’s and assisted in reviewing the proposals including vendor presentations, interviews, demonstration agenda’s vendor questions.