Georgia Airports Association International Terminal Activation

1. Georgia Airports AssociationInternational Terminal Activation October 24, 2012

2. International Complex Domestic Terminal North International Complex Domestic Terminal South E A B C D F T

3. International Terminal Complex Maynard H. Jackson Jr. International Terminal Complex E F

4. Profile View of Levels Maynard H. Jackson Jr. International Terminal Mezzanine Level Hourly Parking Deck Boarding/Departures Level Level 5 Apron/Ramp Level Level 4 Level 3 Arrivals Level E Level 2 Train Level Level 1/Gold/Employee

5. ATL Terminals Domestic Terminal North International Complex Domestic Terminal South

6. International Terminal Complex International Terminal Complex Domestic Terminal North & South

7. Int’l Terminal and Activation Purpose MANAGEMENT CONSTRUCTION ACTIVATION PURPOSE Stakeholder Readiness – Successful Opening Day and Beyond • INT’L TERMINAL PURPOSE • Support International Pax Growth • Eliminate Cumbersome Baggage Re-Check • Ease Demand on Existing Facilities • Connects to Concourse E – 40 Gates Int’l Complex • Add Group V Gates • Provide East Entrance to Airport 7

8. Stakeholder Readiness • Approved Policies and Procedures • Completed Facilities – System Commissioned • Equipment & Supplies Purchased • Trained Employees • Contingency Plans • Test Facility and Employees • Communication to Passengers

9. Activation Approach to Stakeholder Readiness • Approved Policies and Procedures • Coordinate Development, Review, Monitor Approval and Training • Completed Facilities – System Commissioned • Coordinate with Construction Team, Develop Contingency Plans for Components yet to be Finished • Equipment & Supplies Purchased • Coordinate with Stakeholders (internal & external), Monitor Progress

10. Activation Approach to Stakeholder Readiness • Trained Employees • Develop Training Program, Training Infrastructure, Monitor Stakeholder Training • Contingency Plans • Develop Contingency Plans, Coordinate Stakeholders • Test Facility and Employees • Develop Large-Scale Simulation • Communication to Passengers • Develop Detailed Communication Plan for Public, Coordinate with Stakeholders for Passenger Communication

11. Activation Team B. Bheodari Team Leader Risk Management Critical Issues Prioritization David Gruber Stakeholder Issues Robert Seewald Building & Systems Matt Davis Design & Planning Jaimi Tapp Training & Communication • Communication Node, ID Risks, Develop Recovery Plan, Track Progress, Reporting, • Budgeting Commissioning, Testing, Validating, Training, Acceptance, Orientation, Trials, Exercises, Simulations Intermodal Tnsp Airside/Landside Signage Facility Infrastructure Airside Standards, Parking ADA Requirements Management, Training, Communications, Simulation Development, Operations Center Heather Hippensteel Stakeholder Issues - Landside Darrin Barth Airside Issues Clay Garnett Communications Jerome Woodard Logistics & Training Communications Working Group, Operations Center, Training • Operations, Passenger Flow, Employee Flow, Terminal Working Group, Security, Terminal Signage, Training Airfield, Apron, FAR 139, Security, Airfield Signage, Training, Stakeholder Issues Logistics Planning, Training Infrastructure, Training, Contingencies Checklists, Operations Center

12. Activation Strategy ACCOUNTABILITY COMMUNICATE WHEN HOW WHAT WHO FOUNDATION

13. Activation Planning People Systems Processes X Factors Operations Maintenance Pax Services -Way-Finding -Arrivals -Departures Construction Environmental Ramp Services Tenants -Airlines -CBP -TSA -Concessions -Feds -Others Customers Mgt Staff Integrated Facility APM Parking Garage Roadways Network CU Systems Communications Baggage Systems Safety & Security • State of Industry Int’l Events • Wx ??? Success Indicators 13

14. When Activation Began

15. Activation Tools • Coordination Meetings • Working Groups • Timeline (list of tasks with schedule) • Book of Interfaces • Issues Log • Communication Plan • Training • Trials • Large Scale Simulation

16. 1. Coordination Meetings Working Group Meetings Focus Group Meetings Interdepartmental Meetings Individual Stakeholders Activation Meetings (Dept. of Aviation) Senior Staff Briefings

17. 2. Working Groups • Key Stakeholders, Shared Information, Made Decisions, Technical Discussions • Logistics • Communication • Airside • Terminal • Training

18. 3. Timeline - Activation Process OPENING DAY! – May 16, 2012 • Validation of: • Building Systems • Equipment • Training • Procedures • Guidelines • Plans Concurrent Tasks Feb. 2012 – May 2012 Modify Procedures, Systems, Equipment, Signage as required by Simulation After-Action Perform Operational Simulation (Large Scale – Operating Day) Modify Draft Procedures, Building Systems, Equipment, Signage as Required based on Trial Results Perform Trials Involving Systems, Trained-On Procedures, Plans and Guidelines Training on Draft Procedures, Contractor Building Systems & Equipment Training, Familiarization, Orientation August 2011-May 2012 Circulate & Approve Draft Procedures, Plans and Guidelines May 2011-August 2011 Revise Existing Procedures, Plans and Guidelines September 2012-May 2011 Identify Changes in Procedures, Plans & Guidelines for All New Facilities March 2010-July 2012 Evaluate Current Procedures, Plans and Guidelines

19. Dept. of Aviation Stakeholders • Airside Operations • Landside Operations • Maintenance • Security • Atlanta Fire-Rescue • Atlanta Police • Ground Transportation • Parking • Centralized Command and Control Center • Automated People Mover • Concessions • Planning • Properties • Marketing and Business Development • Public Affairs • Environmental and Technical Services • Information Services • Training, Safety and Organizational Development • Geospatial Information Systems • Facilities Management

20. 4. Book of Interfaces • Key tracking of all systems interactions • Included testing plans

21. 5. Issues Log • Detailed spreadsheet of all issues raised • Stakeholder Meetings • Working Group • Individual Meetings • Management

22. 6. Communication Plan • Terminology Standardization • Messaging Coordination • Airlines • Other Stakeholders • PR Stakeholders • Support with Media Interactions

23. 7. Training • Contractor-Provided Training • Contractually Required by Installing Contractor for each Project • Standard Operating Procedures • Intradepartmental & Cross-Functional on Operational Plans & Procedures • Functional • Facility System & Equipment Location & Functionality for Employees with Hands-on Post-Opening Responsibilities • Orientation • General Employee Operational Overview

24. 8. Trials • Validate System Functionality • Validate Employee Training • Validate Operating Procedures

25. Trials Primary Responsibility: Activation Team/DOA Substantial Completion Primary Responsibility: Contractor

26. 9. Large Scale Simulation Purpose • Test and validate processes and procedures • Test and validate physical components of complex • Test selected emergency procedures and training

27. Simulation Priorities • Wayfinding • Parking • Terminal Shuttle Operations • Ticketing • Baggage • Federal Inspection

28. Simulation Participants • Dept. of Aviation (and sub-contractors) • Federal Agencies • Airlines (and sub-contractors) • Operators • Construction Team • 1,500+ volunteers and their luggage • 17 mock departure and 17 mock arrival flights

29. Concept of Operations • Solicited volunteers • Verified volunteers • Developed gated flight schedule • Verified with stakeholders • Assigned unique scripts for each passenger • Communicate directions • How to arrive at airport • Which flight to depart/arrive • Flight Amenities

30. Concept of Operations (cont.) • Developed survey instruments • Arranged for food/souvenirs • Arranged for “Controllers” to observe and step in if necessary • Media control plan • Activation Coordination Center to be operational • Phone number for participants • Central personnel for communication and reporting

31. Communications with Volunteers • Original request – response to email address • 1,600 volunteers from all over world • Verify volunteer status • Explained components of two-part simulation • Unique script emailed 4/26 • Include detailed instructions for arrival/parking at airport • Passenger surveys • Departure and Arrival • Survey Monkey or hard copy • https://www.surveymonkey.com/s/arrivalssurvey • https://www.surveymonkey.com/s/departuressurvey

32. Sample Script – Departing Passenger DEPARTING PASSENGER SCRIPT Terminal Doors will open at 7:30. Please allow enough time to check-in, go through TSA security screening and travel to your gate before Departure Time. Access Mode – Please plan on arriving at the International Terminal by the following mode: Check-In Mode Coach or Premium Passenger Amenity Activity – Please locate and/or use the following if possible: X X X X X • Your simulated flight will “board” at the time listed above. Please fill out the “Departures Survey” before your boarding time. The survey can be completed in one of two ways: 1) use your iphone, android phone or 3G/4G tablet using the website provided at the gate or 2) pick up a copy of the Departures Survey on a clipboard in your departure gate.

33. Sample Script – Arriving Passenger ARRIVING PASSENGER SCRIPT – Your Arrival City is the same as your Departure City Above Connecting or Terminating Passenger Assignment: Amenity Activity – Please locate and/or use the following: Please fill out the “Arrivals Survey” before leaving the Arrivals Hall in the International Terminal. The survey can be completed in one of two ways: 1) use your iphone, android phone or 3G/4G tablet at the website listed in the arrivals hall to fill out online or 2) pick up a copy of the Arrivals Survey on a clipboard in the Arrivals Hall and fill out with pen or pencil. Once your survey is completed, please proceed to the Information Desk in the Arrivals Hall to turn in your survey and collect your souvenir. After you’ve received your souvenir, you may proceed to the Arrivals Curbside to pick up a small snack and drink. Please exit the airport using the same method you arrived. X X

34. Flight Schedule

35. Coordination Center • Single Point of Contact • Questions • Issues • Situational Response • Event Monitoring • Initiation and Completion • Status Updates • Log

36. First Responder Drills • Test selected emergency procedures and training • Utilize different areas of the facility • Sequence trials • APD • AFRD • APD

37. Simulation Event

38. Simulation Event

39. Simulation Event

40. After-Action • Follow Up Meeting • Key Stakeholders • DOA Controllers • Survey Results • Observation Analysis • Critical and Functional Area

41. Simulation Summary • Over 1,000 passengers participated • Over 840 Departures Surveys • Over 770 Arrivals Surveys • Majority rated experience good • Received  very specific comments and controller observations

42. Issue Identification • Multi-level Feedback Evaluated • Volunteer Survey Comments • Controller Observations • Stakeholder Input

43. Issue Identification • Critical and Functional Area Analysis • Safety • Processes • Systems – Building • Systems – Other • Baggage Handling • Signage • Personnel • Amenities/Functionality • Ground Transportation • Aesthetics • ADA • Miscellaneous

44. Issue Resolution • Action Item Log • Issue Description • Issue Facility/Area/Location • Action Required • Priority • “A” = Immediate Action • “B” = Prior to Opening • “C” = Review Existing and Revise if Required • “D” = Longer Observation Prior to Action • Identify Responsible Party(ies) • Current Action • Resolution Date

45. Issue Resolution • Sixty-seven (67) total issues identified • Includes all four (4) categories • 72% of issues closed prior to opening • Permanent and/or temporary solutions • No “A” or “B” item unresolved prior to opening • Three (3) “C” item issues required equipment order (in process)

46. Questions/Discussion