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Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

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Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

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Design2Disrupt: Patrick Naef (Emirates) - A 30 year old start up

  1. 1. World Class IT for a World Class Business IT as a driver for Transformation Patrick Naef CIO & DSVP, Emirates Group IT 9th Sogeti Executive Summit 2014 Patrick Naef
  2. 2. Patrick Naef © 2011 Emirates Group. All Rights Reserved. Agenda Dubai Emirates & dnata IT Environment IT Change Projects
  3. 3. Patrick Naef Dubai
  4. 4. 2014 2013 2003 1990 1950’s Dubai - Growth is Reality Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  5. 5. Dubai - Growth is Reality Patrick Naef … and today
  6. 6. Dubai, a Business Hub for the Greater Region… Dubai Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  7. 7. …and the world. Introducing Dubai World Central Patrick Naef
  8. 8. Emirates & dnata Patrick Naef
  9. 9. Patrick Naef Emirates Group
  10. 10. Patrick Naef Dubai’s Future …Emirates’ Future
  11. 11. Emirates Connector of People and Places ▪ Launch – 25th October 1985 ▪ 2 Aircraft ▪ 3 Destinations Patrick Naef © 2011 Emirates Group. All Rights Reserved. – Karachi – Delhi – Mumbai
  12. 12. … and 29 years later Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  13. 13. Today: 146 Destinations in 83 Countries Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  14. 14. Dubai – direct access to 5.5 billion people Africa 8 hour flight time from DXB …growing to 7 billion in 2030 ! Patrick Naef Asia Europe Dubai Source: United Nations World Population Prospects 2002 Revision Note: Figures in million
  15. 15. Current Fleet – 230 Aircraft 21 13 Passenger & Freighter Aircraft Airbus A330 Airbus A340 Airbus A380 53 Boeing 777 141 Boeing 747-F 2 292 aircraft pending delivery worth over US$138 billion Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  16. 16. Emirates Airbus A380 Patrick Naef
  17. 17. Emirates Airbus A380 Patrick Naef
  18. 18. Emirates Airbus A380 Patrick Naef
  19. 19. Emirates Today Passenger 45 million (*) Cargo 2.5 million t (*) Revenue US$ 19.9 billion Net Profit US$ 622 million ▪ 52,000 employees (Airline), +160 nationalities ▪World’s largest airline in terms of international RPK’s ▪ 8th largest airline in the world ▪ 6th most profitable international airline ▪ Biggest airline in freight tonnage Patrick Naef © 2011 Emirates Group. All Rights Reserved. (*) estimated FY2013/14 figures
  20. 20. Patrick Naef © 2011 Emirates Group. All Rights Reserved. dnata
  21. 21. dnata: Global Presence Patrick Naef
  22. 22. 3,160 4,406 7,600 6,536 Patrick Naef © 2011 Emirates Group. All Rights Reserved. 1,390 942 1,079 1,734 1,996 2,585 3,181 6,951 8000 7000 6000 5000 4000 3000 2000 1000 0 2002/03 2003/04 2004/05 2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12 AED Millions Growth in dnata revenue 2012/13 2013/14
  23. 23. Global Airport Services Business Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  24. 24. IT Environment in the Gulf Region Patrick Naef
  25. 25. IT Environment in the Gulf region ▪ India with a huge pool of IT talents is nearby ▪ Entrepreneurial environment, dynamic, innovation-driven, growth-oriented ecosystem (Infrastructure, capital, tax laws, education opportunities, …) Patrick Naef © 2011 Emirates Group. All Rights Reserved. ▪ “Everything is possible”-culture, bigger – better – faster – more ▪ Rapid IT growth with huge demand for basic services ▪ Outsourcing is no big discussion, cost pressure, none of the big sourcing providers in the region ▪ “Let’s keep it in-house”-mentality
  26. 26. Situation in IT early 2006 Patrick Naef
  27. 27. 302 NPSD & eCommerce Reservation Services Skywards EK Cargo EKH PSS PC Systems 202 203 PNR DW ACD Solution 305 306 Future Focus Click to edit Master title style STC Pricing EK Airport NCL & CER e-ticket handler CUSS KIOSK DMACS-GUI Trips iSaturn CrisCall STC CCIMS Org Chart Staff Feedback Bright Ideas 5020 ID Card OTA TRACE Telemagic Patrick Naef LASS Evita MPP CRS Pairing ACTS Crew Records CC Portal AACS MACS 27 E M I R A T E SD N A T A & CC 619 Galaxy ePIP 647 654 803 FRR 678 922 806 926 906 1002 RPS RI CDW Target.com TRACK CSR Crew Feedback ERP Recruit Group Security Medical AA Sub Systems Flight Operations 510 511 Visa 509 768 Messaging Subsystem Macroe DMS OGS Weather Monitor 476 490 478 477 Tridion BBC News Legal & Facilities DN Revenue Accounts 909 910 921 Finance HR & Group Training Central Services PD & CRM Group Safety ATM Monitor Qpulse RAT Contract Mgmt Aviation Medical Exam DN Agencies DN Cargo DN Airport P&L Al Maha AA SD Engineering EK Revenue Accounts YM Planning CASA 114 111 101 103 104 107 105 110 112 115 116 118 121 124 126 201 210 211 657 222 229 300 303 304 307 310 313 312 315 318 401 400 403 404 405 406 407 408 409 410 417 419 421 422 426 500 501 502 503 505 506 517 520 526 527 506 529 531 532 534 535 537 538 539 541 542 546 549 550 551 552 541 604 610 614 615 618 626 628 630 631 125 608 602 606 609 616 621 623 627 632 635 632 611 640 600 642 100 645 613 646 637 624 653 641 655 223 629 667 668 622 634 670 671 673 676 679 680 605 672 800 801 805 903 904 905 908 911 912 917 918 919 920 900 923 924 908 932 952 954 956 957 959 820 821 826 829 823 830 846 847 864 865 828 831 839 837 851 854 853 823 861 862 824 841 845 751 754 765 766 767 772 439 431 441 444 446 447 449 475 482 479 1000 1017 1013 1021 350 2029 2064 2030 4003 5015 5018 5019 5021 6006 6011 6018 6022 6023 6028 6032 7004 7003 8018 8032 8034 8036 8074 8076 351 750 770 471 473 2000 2001 2014 2005 2028 2031 2067 2069 2070 3000 3007 3009 3014 3013 3023 3052 3053 3010 4004 483 4001 4002 4005 4009 6000 6003 6005 6007 6015 6017 6019 6021 6021 Qpulse SAS 7002 7005 8001 DMACS GUI 8010 8009 8004 8007 8008 8030 8038 8042 8045 8046 445 486 474 480 487 APAS TARS Insight OPAT Emu 4007 4000 4008 8079 8077 5000 3012 CCTV TOMAS Aurora GroupWorld Empower EKG Web Sites emirates.com Sentinel SAFE Medical System EGLMS Concept 500 FMS DRAS – BSP Reconciliation BRASS FAPA ERP POWER MFR FUWINT CPG Budget COMET System HR Recruit MLZ ERP-HR Payroll TER ROS Merit Pot Edu Benefits Staff Portal HR Direct Self Service Imaging Internal Vacancies Medical Benefits vTrack Ez_Post Driver Contact CLP Fulfilment CSTMS ePACTS Vehicle Tracking MACS ODS MACS DWH DFO IVR EKT Ocean Protas Tariff EKT Sub Systems Events PRO Corporate Agency Discount Deposits AxisHolidays.com ACD DN Rpts YM Celsius Logger CAMSYS DACS + Forecast TSS BRS RMS Marhaba Ops CUTE FIDS Infocaster Marhaba Web Site Plan Control RTA SP Expert Stand Monitoring TARS Tetra NOMAD DMIS ERP P&L RAPID IBML Imaging PMS CRM Smartel MICE OASIS FLEET MGMT AA-DSS AA-MIS SelfBill OneNetwork Call Centre Portal email IBE ACD IBE Watchdog MARS EasyMARS MARS FQT CRIS Skywards.com Skywards Datamart CISMIS Supplier Trade Net Net EK - DSS Ocean Messaging Subsystem Price Guide Ops Reports Airfare SuperOPS CVIEW GYM GRMS PROS OD Forecaster SPACE PNRODS YAS AQUA PROMIS FACTS LSOM PRISM ARS EMSA Route Planning System Market Research CONX COSMOS Builder LTP AIFLITE ENCOM CORE Apollo EPR Trips .NET Trips IRA Trips IVR Trips PEC SkyClaims CPD SkySales SkyMart SkyHub SkyExpress SkyLog SITAFastIV SkyChain MASS SkyCap SkyTrack LIDO EGDS AFTN FuelMON FCIS FCPortal ADOC MPI eSwap COLA RAMS ATC Radar FOQA FO Management Portal OPERA MACS RMS BGS KIS LASS Catering Portal DFS CCPM Galley Kiosks Planning Caterlog Crew Admin SD Management Portal Sickness Analysis A/c Cleaning Control EMPACS Buyer Equip Tracking Airman DELIA ADOC Engg - DWH Engg EMS PMA e-capability wrkflw Techlog Warranty wrkflw Integrated Reporting Library Mgmt Tools Calibration Quotation Scrap wrkflw Avionics wrkflw CASA -CRIS
  28. 28. Complex Infrastructure to Support Patrick Naef © 2011 Emirates Group. All Rights Reserved. 447 x Oracle Databases 140 x Application Servers 236 x Middleware Application Services 28 x SDLC Tools by Software by Version Type by Function by Server Type by Release by Release by Funct. / Rel by Software Type by Function by Release by Tool Type by Function
  29. 29. Our Key Problems and Challenges Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  30. 30. Phoenix: IT Change Project • Managed & measurable IT services and Measurement Framework • Best practice processes (ITIL & CMMI) and structured approach IT Governance Framework Patrick Naef © 2011 Emirates Group. All Rights Reserved. Get Close to the Business • Redefine processes how IT interacts with Business • Re-align IT organisation to business • Repositioning of IT-organisation within Group Implement End-to-End IT Service Processes • Positioning and Identity of IT within Emirates Group • High performance culture, ownership, leadership • Strategic sourcing model • Strategic direction & priorities driven by Business • Framework for Enterprise IT architecture and Standards People Project Scope
  31. 31. Vision & Positioning Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  32. 32. Governance Communication IT Architecture & Standards External Supplier Mgmt Patrick Naef © 2011 Emirates Group. All Rights Reserved. IT Strategy Portfolio Management Financial Management Quality Management Organisational Development IT Performance Measurement Security & Risk Management Business Info. Architecture Relationship Management Service Level Management Customer Relations Project Planning Proj. Monitoring & Control Risk Management Req. Mgmt & Req. Dev. Design & Development Program Management Product Integration Validation Verification Proj. Config Management Production Service Req. Management Inventory & Stores Mgmt Identity & Access Mgmt Capacity Management Availability Management Continuity Management Operations Management Release Management Configuration Management Incident Management Problem Management Change Management Security Management People Performance Management Training & Development People Life Cycle Resource Planning Recruitment Projects Supplier Relations Design: Process Map
  33. 33. Design: Process Map IT Architecture & Standards Patrick Naef © 2011 Emirates Group. All Rights Reserved. IT Strategy Portfolio Management Financial Management Quality Management Organisational Development IT Performance Measurement Security & Risk Management Business Info. Architecture Communication IT Solutions & Customer Services Relationship Management Service Level Management Project Planning Proj. Monitoring & Control Risk Management Req. Mgmt & Req. Dev. Design & Development Program Management Product Integration Validation Verification Proj. Config Management Service Req. Management Inventory & Stores Mgmt Identity & Access Mgmt Production Capacity Management Availability Management Continuity Management Operations Management Release Management Configuration Management Incident Management Problem Management Change Management Security Management Performance Management Training & Development People Life Cycle Resource Planning Recruitment External Supplier Mgmt IT Strategy & Architecture IT Production IT Strategic Sourcing & Development Supplier Customer Relations Relations People Projects Governance
  34. 34. Emirates Group IT Structure Cargo Airport Engineering and Flight Ops PSS & Pax Experience Group Services Leisure & Agency Commercial & Planning Customer Service Support Regional Sales Regional Sales Regional Sales Communications Product Strategy Patrick Naef © 2011 Emirates Group. All Rights Reserved. IT Enterprise Architecture Security & Risk Management Quality Management IT Support Services Service Level Management Data Centre Operations Data Centre Technologies Comms & End User Tech. Deployment Services Problem Management IT Resource Mngt - PM IT Resource Mngt. - PM IT Resource Mngt. - SD Strategy & Architecture Production Strategic Sourcing & Development Solutions & Customer Services mercator Emirates Group IT
  35. 35. Supplier vs. Part of Business Grow the Business Run the Business Mitigate risk T r a n s f o r m Business Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  36. 36. … and the world moved on … Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  37. 37. Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  38. 38. Feedback from Business • Closer integration with business, get out of the ‘Receiver of order’ mode • Be more proactive, drive change and innnovation • Be more open to buy vs. build, leverage more partners/suppliers • Group-wide governance of IT while ensuring cross-departmental synergies and more re-use Patrick Naef © 2011 Emirates Group. All Rights Reserved. of systems • Be more agile and improve time-to-market
  39. 39. Our new journey ahead ▪ Step change in Customer Intimacy ▪ Shift from System Development to Solutions Delivery ▪ Introduce Service Management ▪ Step change in Partner & Supplier Management ▪ Closer Integration and Collaboration with Business Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  40. 40. Vision & Positioning 2013 Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  41. 41. IT Process Landscape 2013 Financial Management Partnership Management Supplier Management Patrick Naef © 2011 Emirates Group. All Rights Reserved. Security & Risk Management Strategy Management Architecture Management Quality Management Portfolio Management Strategy and Governance Account Management Business Solutions Development Business Integration Program Management Project Management Software Development Service Management Service Management Service Delivery Technical Operations People Process Performance Management Training & Development Reward & Recognition Recruitment Solution Delivery Supplier Relations
  42. 42. Emirates Group IT 2013 IT Patrick Naef © 2011 Emirates Group. All Rights Reserved. Business Technology Solutions Account Management HR Finance Business Solutions Development Business Solutions Delivery Business Service Management Service Lifecycle Technical Operations Centre Software Development Application Support Testing Production Technologies – Datacenter Partner & Supplier Management Security Compliance Architecture Innovation Strategy Production Technologies – EUT & UC Customer Support & Deployment Services Service Management Software Engineering Infrastructure Management Strategic Services
  43. 43. Emirates’ Spirit of Innovation Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  44. 44. Driving Innovation with Partners January 29th 2008, Dubai: Emirates sign an agreement with Microsoft to establish a joint Innovation Lab in Dubai to develop innovative solutions for the Travel & Transportation Industry Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  45. 45. Innovation Lifecycle Passenger Tracking, Baggage Tracking, Customer Behaviour Analysis, Emirates Store Late to Gate, Temperature Logging using Sensors, Predictive Analysis, CDS, Apps Smart Walls, Apps, RaspberryPi Patrick Naef 45 Ideation PoC Production
  46. 46. … and what’s next? Some trends & buzzwords: ▪ Open the company for collaboration ▪ BYOx, Consumerisation of IT ▪ Crowd Sourcing Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  47. 47. New Distribution Models Music Store (1990) Music Store (2000) Music Store (2010) Patrick Naef Music Store (2014) iTunes
  48. 48. BYOx, i.e. your own connectivity Company network Personal mobile 4G network Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  49. 49. Combining different data sources/ sensors Patrick Naef © 2011 Emirates Group. All Rights Reserved.
  50. 50. Open & Crowd Sourcing • That’s where innovation happens • The way of working of Gen-Y / Gen-Z • Accept that users and customers will be in control • The more you share, the more you will receive • Open Architectures: The times of monolithic systems are over • Open up the company for collaboration, be part of it! • Adapt OpenSource community models internally Patrick Naef
  51. 51. Patrick Naef
  52. 52. Hackathon Update 320 Hackers *60 Apps * 24 Apps Patrick Naef 52
  53. 53. Innovation Lab Deliveries Innovation for Line of Businesses • RaspberryPi based Screens • IoT based Aircraft Temperature Monitoring System • Beacon to log the temperature of a shipment • Beam Robot for telepresence • Big Data/Machine Learning • No Dispatch Messages for Aircraft • Free text search on KIS • Grid computing based solution to reduce the job processing time from 36 hours to 3 hours. Patrick Naef 53 • Apps • ERP Lite • ILearn • Scream (for Cargo) • Feedback App for Service Centre
  54. 54. Innovation Lab Deliveries Patrick Naef 54 Customer facing Innovation • RaspberryPi based Screen • Big Data / Machine Learning • Predict Late to Gate • Sentiment Analysis • Customer segmentation for personalised campaign. • IoT based Solutions • Electronic Bag Tags • Beacon deployment at Airport • Wireless Chargers with Intel • Oculus based A380 Experience • Apps • Customer Survey Apps
  55. 55. Patrick Naef 55 Innovation Lab Deliveries Electronic Baggage Tag • The Electronic Bag Tag is a portable E-ink display fitted with BLE technology that can be attached to any bag to display the Industry Standard Barcode. • The Bag Tag will interact with native iOS & Android applications on the user’s smartphone to relay information over Bluetooth. • Once the user has his unique Barcode from the MACS system, the Barcode will be pushed on to the E-ink display via Bluetooth. Benefit to the user: • No more paper printed Bag Tags • True Check-in : The user can generate the Barcode at home, this allows for the bags to be dropped off at the airport without the going through the existing check-in process • The users will be notified on their smartphones when the baggage arrives on the carousel
  56. 56. Patrick Naef 56 Innovation Lab Deliveries Airport Beacons • DXB (Mainly T3 - Concourse A, Concourse B as well as the Emirates lounge in Concourse C) is mapped in order to determine the positions to place BLE based beacons. • An Android based smartphone application is being developed for Airport Agents; while a mock iOS based smartphone application is being developed for Passengers which interact with the positioned beacons to relay relevant information to the Agents and Passengers Benefit to the user: • Track other agents within the airport in Real- Time • Track Passengers in Real-Time through the app • Help Navigate to Points of Interest (POI)
  57. 57. Patrick Naef
  58. 58. Patrick Naef Thank You Emirates Group Information Technology PO Box 686 Dubai, United Arab Emirates Telephone: +971 4 203 3004 Email: enquiries@emirates.com Telephone Dubai: +971 4 203 3135 Telephone Bangkok: +66 2 260 8488 Email: enquiries@mercator.com

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