Adapting to ePassport

The electronic passport - or ePassport - represents a major shift in passport technology, with the introduction of computer chips and biometrics
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An ePassport is also known as a biometric passport. It looks like a traditional passport book, but it contains an electronic chip that is encoded with the same information found on page 2 of the passport (surname, given name, date of birth, place of birth and gender). It also includes a digital picture of the bearer's face.

The move to the ePassport is about making sure that people applying for and using passports are who they say they are. It is about keeping your identity safe.

The decision to adopt the ePassport follows international trends. Since the ePassport was added to International Civil Aviation Organization (ICAO) recommended practices in 2003, more countries are getting on board every year.

International Milestones :

• 1998: Malaysia becomes the first country to issue an ePassport. However, it is not ICAO-compliant, as ICAO specifications won't exist until 2003.
• 2003: ICAO adopts Machine-Readable Travel Document (MRTD) specifications for a passport that includes an embedded chip containing the bearer's personal identification data and photo.
• 2004: Belgium launches the first ICAO-compliant ePassport.
• 2006: The United States begins issuing ePassports.
• 2009: 57% of all passports issued around the world this year are ePassports (about 60 million).
• 2012: Some 95 countries around the world are issuing ePassports. Nearly 400 million ePassports are in circulation worldwide.

Biometrics explained :

 A biometric system is an automated means of recognizing someone by measuring a distinguishing physical trait. An ePassport uses just one physical trait - the face. The information needed to generate the facial biometric information comes from the photograph supplied with the passport application. The Department of Foreign Affairs and Trade digitizes the photograph you supply with your application. The digitized photo is stored in the passports database and in a computer chip in your ePassport. Using biometric technology, the passport photo can be digitally compared with another facial image to check that the two images are of the same person. The passport photo is used for identity verification and fraud detection.

Photograph Quality :

As the biometric passport uses your photograph to generate the biometric information it is essential that you provide photographs that comply with the recognized international standards. Refer to the photo guidelines included on the application form of your respective embassy. These guidelines will help you provide suitable photographs so that your application is not delayed by having to submit new photographs in the required format. 

Inside the chip :

Your digitized photograph is stored on an Integrated Circuit Chip embedded in the middle pages of your ePassport. The chip also stores your name, sex, date of birth, nationality, passport number, and the passport expiry date. This is the same information that appears on the printed data page of every passport. The computer chip is contactless allowing information to be read without connecting wires.

Identity fraud :

The ePassport’s biometric technology provides even greater protection against identity fraud at two stages: 

1. When a passport is issued
2. When it is used.

When an ePassport is processed, the photograph provided by the applicant is matched with images from any travel document they've previously held. The applicant's photograph is also matched against images held in the passport database to ensure the person has not applied for a travel document in another name.

In the future International border control points will offer ePassport processing.  Until this is available, they will process ePassport holders in the same way as non-biometric passports. When the automated system checks become available, the photograph stored in the ePassport will be compared against live images of the passport bearer.

This ensures that the bearer is the person to whom the passport was issued and that the information on the chip has not been tampered with.

Securing your information :

The biometric chip and the electronic equipment used to write and read the chip have been manufactured to the standards set by the International Civil Aviation Organization (ICAO).

Only authorized officers in the Passport Office will be able to write your personal information on the chip in your passport. The ePassport incorporates security features to prevent anyone from changing or accessing information stored on the chip. ICAO protection of the data is obtained through use of Public Key Infrastructure (PKI) (digital signature) technology. The use of PKI provides assurance to the reader that data on the chip was put there by an authorized entity is complete and has not been changed.

Some media reports have claimed that the unauthorized reading (or ‘skimming’) of the biometric chip will pose a privacy risk to ePassport holders. To eliminate this risk, Basic Access Control (BAC) has been implemented on each chip which allows only coded access by authorized personnel to the chip's biographical data.

Privacy :

The introduction of the ePassport is as vital in protecting the privacy of passport holders as it is about strengthening the integrity of the passport issuing process. Your passport is a critical tool in proving your identity. By combating identity fraud, the ePassport protects your passport information from misuse. In addition, strict guidelines control on how the department uses the information you supply with a passport application.

It needs a special type of reader (RFID) to access the digital information. E-passports are much harder to forge, so they help cut down on passport fraud. The reason for the digital photograph is that its presence allows international border officials to use facial recognition technology to ensure that the holder of the passport matches the photograph. The U.S. has, since August of 2007, only issued these new e-passports, although existing passports without the electronic chip are still valid until their next stated expiry [source: U.S. Bureau of Consular Affairs].

It's worth noting that, while these new passports certainly make fraud much more difficult, if not impossible, it's still probably a good idea to ensure you don't lose them. However, if it ever does come to pass that your passport is lost or stolen while you're in another country, you need to let the nearest embassy or consulate know as soon as possible. It will be helpful to officials there if you have a photocopy of the identity page of your passport (with your picture, bio, the date the passport was issued and the passport number) and some other form of identification. Armed with that information, the embassy or consulate staff can more easily help you replace your passport or get the documentation you need to get home.

If your passport is lost or stolen, you can inform the authorities when you apply for a new one -- preferably as soon as you realize your passport has gone missing. You'll need to fill in Form DS-11 (the application for a new passport) as well as a DS-64 (notification of loss or theft), and provide two passport photos, identification and the correct fees. You'll also have to show up in person at the passport agency or acceptance facility.

Airport Retail Space Allocation : Steps and Best Practices

In my previous post we discussed a logical approach towards developing most attractive retail. Now let us go one step further. In this post I shall discuss allocation of retail space at the airports.

In order to determine the amount of retailing space and its location it is necessary to ask such questions as:
 
1. What will the conversion rate ( Ratio of  the number of sales transactions to number of footfalls)  and spending level be by passenger type?
2. What target level of space productivity do we want to achieve?
3. What are the flow routes of passengers through the airport, and where do they dwell?
4. Where are the key parts of the passenger process located in relation to the commercial zones?
5. Can we change the flow of passengers in order to be able to create more focused commercial zones?

It is important to Understand passenger flows clearly. In an ideal situation, we would try to ensure that 100% of passengers pass 100% of the commercial facilities, particularly those located airside. 

 
In a number of airport development projects has looked at ways of Combining passenger flows in multi-terminal scenarios. For eg. Toulouse airport was advised to combine the flow of passengers in a new Terminal 3 with those in the existing Terminal 2 through one central security area, and to construct larger commercial facilities for nearly 4 million passengers, rather than two smaller facilities for a split passenger flow.

This will enable the airport to minimize the amount of duplication on offer to give greater choice to all passengers. A similar scheme is under construction in Hamburg, with agreement reached on an Airside Shopping Centre located between Terminals 2 and 4, to combine the flow of passengers into one focused shopping environment.

Once the location and size of the shopping area has been determined then the Merchandise mix must match the needs of the terminal user. For example, business users will be attracted to stores that serve their everyday needs -- electricals, business clothing, business gifts, toiletries, books, etc.

There have been cases were airports have an excellent wine shop, with a wide choice and compelling displays but unfortunately, the store was located in a predominantly domestic terminal, where passengers could source wine far more cheaply in downtown locations. Whereas, the international passengers were directed from a completely different terminal. As a result the income of the outlet was poor. Thus the relocation of the store could have increased sales by two or three folds.

Finally, The design of the commercial area and stores can have a real impact on passenger spend levels. If possible, avoid straight lines for shop fronts, and ensure that the building structure does not obscure sightlines. Curved shop frontages help to improve visibility into shops, and allow airports to develop stores of varying sizes and depths to meet the differing needs of their retailers.

Clear signage for shop fronts is also important. Within guidelines, retailers should be allowed to develop their own shop fronts, signage and treatments. This will add excitement to the shops and ensure that a row of shops is not just a line of uniform, monotonous frontage. While it is important that the architecture of the airport building is treated sensitively it must not be allowed to dominate the shopping area.

The landside development at Zurich Airport was very architecturally led, with a key requirement being the introduction of natural light to the area. In addition there are several escalators passing through the commercial area, which already existed for passenger processing to and from the railway station. Curved frontages ensured that visibility of all retail units was optimized regardless of where a potential customer enters the space, and the oval shape of the retailing means that people can easily get an overview of the complete offer.
 

In an ideal world, airports should be branded to express their different personalities and cultures. This will make airports different, interesting, appealing and enjoyable, and give airports back the buzz and excitement that has gone missing in some cases.

Ultimately, the reason for going to an airport terminal is to have an experience appropriate to your needs and expectations when catching a flight, when meeting or saying goodbye, just having a look, or because you work there.

To end, one can go full circle and return to the opening theme of money. How much do you want to earn from
your passengers?

Consider the example of a theoretical airport with 10 million passengers per year, of whom 5 million are departing and will have access to airside retailing.

If you get it slightly wrong, you may achieve a conversion rate of passenger to buyer of 30 per cent with an average transaction value of $30. This leads to sales of $45 million per year. If a rental income rate of 15 per cent is applied to this then the airport will achieve revenues of $6.75 million in one year.

On the other hand, if an airport gets it right then it should be possible to achieve a conversion rate of 50 per cent, with an average transaction value of $50. This would generate sales of $125m. Applying the same illustrative rental rate the revenue to the airport would be $18.75m, a difference of $12m per year -- with the addition of very happy customers.

I would welcome all valuable suggestions and discussions from the viewers. Together we can enhance the learning potential.

Passenger Experience and the Airports - Part II

In Part 1 :  http://namanjoshi1391.blogspot.in/2012/10/stress-airport_13.html , We discussed the analysis of stress level at the airport and its impact on airport's retail. Now in this part we will discuss how we can enhance the passenger’s experience and explore the opportunities of the non-aeronautical side of the airport.

Key Issues for Airports are :

1. The waiting time must be optimized in order for passengers to spend time more in the retail instead of waiting lines.

2. How can the process be streamlined to maximize time in the commercial areas?

3. If the waiting time is maximized, is there enough for passengers to do?

4. What is the airport doing to minimize stress & anxiety, to promote a positive experience and increase sales in commercial outlets?

Steps to Success :  A Logical Approach towards developing most attractive retail !!!

Airports need to undertake a 3 stage process to developing great retailing that appeals to their passengers.

First, it is crucial to understand the passenger experience and their mindset. It is vital to know passengers as intimately as possible. Research by Pragma Consulting suggests that a large proportion of passengers have high levels of disposable income. This is supported by figures published by BAA.

Passengers behave differently according to a number of factors, such as destination (domestic, short haul, long haul), and reason for travel (business, holiday, visiting family, etc). For instance, business travellers fly very frequently, but stay away for short periods of time. The airport is an annoying interlude for these passengers, but with the right layout and mix it can be a very convenient place to shop for everyday requirements and business clothing.

However, holiday passengers travel infrequently and may be away for a week or more. For these passengers the airport is part of the holiday experience. Therefore, retailing requirements focus more on trip enhancement and self-treat, with purchases such as cameras, sunglasses, perfume, or souvenirs/gifts for returning travellers.

Secondly, it is necessary to determine how much retail space is required and the best locations for this space. It is particularly important to concentrate on developing a commercial focus.  Although there are many international benchmarks to look at, I am afraid to say that there is not a 'one-size-fits-all' solution.

Thirdly, an offer must be developed that 'fits' with the passenger requirements. It is of little use placing a ladies' footwear shop in a terminal dominated by male business travellers. This may seem obvious, but we certainly see it happen. It is also important to create a 'sense of place'. Let passengers know that they have arrived in the shopping area of the airport. In addition, if the shopping area can promote a local feel then this will also help to create a compelling environment.

In the next post, We shall discuss How to Determine Retail space and Location at the airport?
Please provide your valuable insights/views/opinions about this post, so that we can enhance over knowledge base by learning together.

Passenger Experience & The Airport - Part I

According to the survey by the global travel search site Skyscanner,”More than 66% Indian travellers have listed airports as the most stressful factor for them while planning a trip, with their queues and security checks as the number one stress factor”. From a passenger service viewpoint it is about more than money. What constitutes good service in an airport? Short queues at check-in, easy to understand way finding, short security queues?

It is implied that if the passenger processing is not smooth, it leads to dissatisfaction. On the other hand, if the process is perfect than the feeling is one of “relief” rather than that of “delight”. Thus the need arises, to divert, the feeling of relief towards delight. When we imagine an airport, we find a picture frame in our mind of glamour, excitement and happiness. But is this the case in reality instead we find long waits, long queues, long walks and scarce sitting area. Not so perfect recipe for delight?

Stress Level is at its peak during check in and Security clearance phase. As a passenger arrives at the airport, the level of excitement rises and so does the stress. As he/she proceeds towards the check-in counter the thoughts starts revolving in their minds – Where is the check in counter? Is it far from the Lounge? Are there any queues? Do I have all my required documents? Did I lock the doors properly while leaving? etc.

Once the check-in is completed, the stress level falls temporarily, but then there is security clearance and passport control to negotiate. Apart from long queues, the whole process is invasive with bags and body searches.

 After the security and immigration phase of passenger processing, the stress level remains high for a short period of time until the passenger has all information about his/her flight. Passenger breathes a sigh of relief once these basic information is gathered. Thus, from a travel retail point of view, Departure Lounge and Security Hold Area are best possible location to set up business at the airport where passengers are more relaxed. Here mutual benefit can be achieved, passengers can ease out their stress and non-aeronautical revenue of an airport can be maximized. This segment of passenger processing is called "Happy Hour"