{"id":1389,"date":"2024-11-13T15:22:08","date_gmt":"2024-11-13T15:22:08","guid":{"rendered":"https:\/\/crp.trb.org\/acrpwebresource18\/the-houston-airport-system-has\/"},"modified":"2024-11-13T17:29:11","modified_gmt":"2024-11-13T17:29:11","slug":"the-houston-airport-system-has","status":"publish","type":"page","link":"https:\/\/crp.trb.org\/acrpwebresource18\/the-houston-airport-system-has\/","title":{"rendered":"The Houston Airport System (HAS)"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"1389\" class=\"elementor elementor-1389\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1f157d91 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1f157d91\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1e97cb28\" data-id=\"1e97cb28\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2870ad70 elementor-widget elementor-widget-heading\" data-id=\"2870ad70\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">Houston Airport System<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35f60a89 sub-title-custom elementor-widget elementor-widget-heading\" data-id=\"35f60a89\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-medium\"><i>Customer Journey Scorecard Digital Airport Platform<\/i><\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4c7c0282 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4c7c0282\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7091c736\" data-id=\"7091c736\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4cccdd86 elementor-widget elementor-widget-text-editor\" data-id=\"4cccdd86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"NormalTextRun SCXW136992231 BCX0\">Houston Airport System (HAS), t<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">he City of Houston&rsquo;s Department of Aviation, <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">manages <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">three airports:<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">George Bush Intercontinental Airport (IAH)<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">,<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">William<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">Hobby Airport (HOU), and Ellington Airport<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">\/Houston Spaceport (EFD)<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">. In 20<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">23<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">,<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">HAS<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">served<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">over <\/span><span class=\"NormalTextRun AdvancedProofingIssueV2Themed SCXW136992231 BCX0\">5<\/span><span class=\"NormalTextRun AdvancedProofingIssueV2Themed SCXW136992231 BCX0\">6<\/span><span class=\"NormalTextRun AdvancedProofingIssueV2Themed SCXW136992231 BCX0\"> million passengers<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">&nbsp;<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">and handled<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">over <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">5<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">49<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">,000 metric tons of ai<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">r cargo<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">. <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">In a<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">ddition, <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">the<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> three airports<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">operated by HAS <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">collectively contributed more than <\/span><span class=\"NormalTextRun AdvancedProofingIssueV2Themed SCXW136992231 BCX0\">$36.4 billion<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">&nbsp;<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">of economic impact <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">to the local economy in 2019 and<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> were directly responsible for more than 190,000 jobs<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">. Houston<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> is the<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> only <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">city in the Western Hemisphere with two Skytrax four-star-rated airports.<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> The <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">HAS d<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">ata and applications team<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">, which reports to the chief information officer<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">,<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> partnered with<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> operations<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> to <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">develop the Customer Journey Scorecard as a digital platform<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> for<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> report<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">ing<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Analytics&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;Statistical and mathematical analysis of data to cluster, segment, score, and predict what scenarios are most likely to happen (&amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;e.g., &amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;data\/text mining, visualization, cluster analysis, forecasting).&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/analytics\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>analytics<\/a> on <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">eight<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> key performance <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">areas<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> (KPIs<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">). The scorecard<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\"> provides <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">employees with <\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">feedback<\/span> <span class=\"NormalTextRun SCXW136992231 BCX0\">t<\/span><span class=\"NormalTextRun SCXW136992231 BCX0\">o improve operational efficiency.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-b2d9405\" data-id=\"b2d9405\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-38a7e1ca elementor-widget elementor-widget-image\" data-id=\"38a7e1ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"768\" height=\"432\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/case_study_thumb_6.png\" class=\"attachment-large size-large wp-image-1249\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/case_study_thumb_6.png 768w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/case_study_thumb_6-300x169.png 300w\" sizes=\"(max-width: 768px) 85vw, 768px\"\/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Image credit: Mikhalis Makarov\/Shutterstock.com<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ed06794 elementor-widget elementor-widget-spacer\" data-id=\"5ed06794\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-153377df elementor-widget elementor-widget-heading\" data-id=\"153377df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Airport Demographics<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-26363c07 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"26363c07\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-f43a25c\" data-id=\"f43a25c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-70e3dc49 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"70e3dc49\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-map-marked-alt\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span>\n\t\t\t\t\t\t\tSouthwest United States\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-779fa269\" data-id=\"779fa269\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2e8722d8 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"2e8722d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-sitemap\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span>\n\t\t\t\t\t\t\tCity of Houston, Texas\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-409ad485\" data-id=\"409ad485\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3caf4327 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"3caf4327\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-users\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span>\n\t\t\t\t\t\t\t3,000 Employees\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7602415f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7602415f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d28cfd0\" data-id=\"d28cfd0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4f154de1 elementor-widget elementor-widget-spacer\" data-id=\"4f154de1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-223462e elementor-widget elementor-widget-heading\" data-id=\"223462e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Data Analytics Capabilities at HAS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3a113351 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3a113351\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7b6c3c30\" data-id=\"7b6c3c30\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2ce343d elementor-widget elementor-widget-image\" data-id=\"2ce343d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"415\" height=\"265\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square1.png\" class=\"attachment-medium_large size-medium_large wp-image-1272\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square1.png 415w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square1-300x192.png 300w\" sizes=\"(max-width: 415px) 85vw, 415px\"\/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-52379618\" data-id=\"52379618\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-16c97608 elementor-widget elementor-widget-text-editor\" data-id=\"16c97608\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Houston wanted to be the first city in the Western Hemisphere with two airports with a five-star Skytrax rating.&nbsp; <\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Airport operations management is traditionally very hierarchical and slow to implement change.&nbsp;<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Leadership wanted creative solutions for tracking the foundational needs of passengers.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">HAS is seeking to increase employee engagement and provide line-of-sight feedback on the customer journey.<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ef16d6b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3ef16d6b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-639f4351 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"639f4351\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1d8b1e0\" data-id=\"1d8b1e0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3d3f60e6 elementor-widget elementor-widget-image\" data-id=\"3d3f60e6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"415\" height=\"265\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square2.png\" class=\"attachment-medium_large size-medium_large wp-image-1273\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square2.png 415w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square2-300x192.png 300w\" sizes=\"(max-width: 415px) 85vw, 415px\"\/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-3a3817bc\" data-id=\"3a3817bc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2352f31e elementor-widget elementor-widget-text-editor\" data-id=\"2352f31e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"9\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">HAS is collecting data on customer feedback about current airport conditions and the passenger experience.&nbsp;<\/span><span data-ccp-props='{\"201341983\":0,\"335559738\":120,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"9\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Terminal managers were deployed to oversee operations (e.g., maintenance, customer service) in each terminal.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"9\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Customer Journey Scorecard was developed as a digital platform for reporting data on eight KPIs.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"9\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Key areas: roadway traffic, Transportation Security Administration wait times, Customs and Border Patrol, escalators, Wi-Fi connectivity, restroom cleanliness, water pressure, and temperature. <\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"9\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Scorecard provides employees with valuable feedback on how their activities impact the passenger experience.<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-197dc22b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"197dc22b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-198341af elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"198341af\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7bf46067\" data-id=\"7bf46067\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-50ef3e3d elementor-widget elementor-widget-image\" data-id=\"50ef3e3d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"415\" height=\"265\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square3.png\" class=\"attachment-medium_large size-medium_large wp-image-1274\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square3.png 415w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square3-300x192.png 300w\" sizes=\"(max-width: 415px) 85vw, 415px\"\/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-176cabd0\" data-id=\"176cabd0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-21ae302f elementor-widget elementor-widget-text-editor\" data-id=\"21ae302f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW62993961 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW62993961 BCX0\">Technical Requirements<\/span><\/span><\/strong><\/p><ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Building Amazon Web Services (AWS) <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Data Warehouse&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;TextRun SCXW102996774 BCX0&amp;quot; lang=&amp;quot;EN-US&amp;quot; xml:lang=&amp;quot;EN-US&amp;quot; data-contrast=&amp;quot;auto&amp;quot;&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW102996774 BCX0&amp;quot;&amp;gt;Storage architecture designed to hold data extracted from transaction systems, operational data stores, and external sources. Combines the data in an aggregate, summary form suitable for enterprise-wide data analysis and reporting for predefined business needs.&amp;lt;\/span&amp;gt;&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/data-warehouse\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>data warehouse<\/a> to ingest and store data from multiple independent sources.<\/span><span data-ccp-props='{\"201341983\":0,\"335559738\":120,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Installing iPads at restroom exits to collect customer sentiment data on cleanliness in 15-minute intervals.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">An external vendor collected restroom and escalator data, and an open application programming interface was used to pull data into Power BI. <\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Digital platform backend was developed using AWS Redshift, Athena, and Lambda functions.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">AWS Redshift connector provides a data gateway between AWS and analytic tools, limiting data pulled into Power BI.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><\/ul><\/li><\/ul><p><strong><span class=\"TextRun SCXW241671607 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW241671607 BCX0\">Human Capital Requirements<\/span><\/span><\/strong><\/p><ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"8\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Working with third-party vendors for the data collection.<\/span><span data-contrast=\"auto\">&nbsp;<\/span><span data-ccp-props='{\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"8\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Hiring a consultant to assist with initial Power BI setup.&nbsp;<\/span><span data-ccp-props='{\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"8\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Internal team&rsquo;s technical expertise and skillset in data <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Analytics&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;Statistical and mathematical analysis of data to cluster, segment, score, and predict what scenarios are most likely to happen (&amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;e.g., &amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;data\/text mining, visualization, cluster analysis, forecasting).&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/analytics\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>analytics<\/a>\/science\/engineering; extract, transform, and load (ETL) developer for AWS.&nbsp;<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1292b066 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1292b066\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3fe808a1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3fe808a1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-797440a5\" data-id=\"797440a5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-500c40e4 elementor-widget elementor-widget-image\" data-id=\"500c40e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"415\" height=\"265\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square4.png\" class=\"attachment-medium_large size-medium_large wp-image-1275\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square4.png 415w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square4-300x192.png 300w\" sizes=\"(max-width: 415px) 85vw, 415px\"\/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-450ee551\" data-id=\"450ee551\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4785f6cc elementor-widget elementor-widget-text-editor\" data-id=\"4785f6cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW60988653 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW60988653 BCX0\">Data and Technology Limitations<\/span><\/span><\/strong><\/p><ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Different sources of data are independent (siloed); third-party vendors may be required for data collection and storage.<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\"><span data-contrast=\"auto\">Overcoming technical hurdles&mdash;<\/span><\/span><span data-contrast=\"auto\">using a data gateway to connect data in the warehouse to analytic tools. <\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Using Redshift connector to define the latest data, while limiting the amount of data pulled in Power BI from AWS.&nbsp;<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Looking at potential enhancements, optimizations, and areas of improvement in the data <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Architecture&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;In reference to computers, software, or networks, the overall design of the computing system and the logical and physical interrelationships between its components. The architecture specifies the hardware, software, and access methods and protocols used throughout the system.&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/architecture\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>architecture<\/a>.<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41f09399 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"41f09399\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1ea29650 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1ea29650\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-779f8a8f\" data-id=\"779f8a8f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2bc9d8e0 elementor-widget elementor-widget-image\" data-id=\"2bc9d8e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"415\" height=\"265\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square5.png\" class=\"attachment-medium_large size-medium_large wp-image-1276\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square5.png 415w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/square5-300x192.png 300w\" sizes=\"(max-width: 415px) 85vw, 415px\"\/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-5ba203f0\" data-id=\"5ba203f0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-53e5f491 elementor-widget elementor-widget-text-editor\" data-id=\"53e5f491\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Customer Journey Scorecard helps improve operational efficiency and the passenger experience.<\/span><span data-ccp-props='{\"201341983\":0,\"335559738\":120,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">The scorecard has a Houston Airports landing page, with passenger scores aggregated from data collected in near real time. <\/span><span data-ccp-props='{\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Internal teams can obtain near real-time data on the passenger experience and insights on customer service.&nbsp; <\/span><span data-ccp-props='{\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Employees receive feedback on performance to increase their engagement with the customer experience.<\/span><span data-ccp-props='{\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61656;\" data-font=\"Wingdings\" data-listid=\"5\" data-list-defn-props='{\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"&#61656;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Terminal managers can identify steps to improve operations by mitigating issues that affect passengers.<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6fdf5e7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6fdf5e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4e134caf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4e134caf\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c9a4001\" data-id=\"c9a4001\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6b867a98 elementor-widget elementor-widget-heading\" data-id=\"6b867a98\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Change Management Strategies<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7dc145ea elementor-widget elementor-widget-text-editor\" data-id=\"7dc145ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"list-style-type: none;\"><ul style=\"font-weight: 400;\"><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"3\" data-list-defn-props='{\"335551500\":29048,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"auto\">HAS implemented a &ldquo;terminal management&rdquo; policy that assigned a designated manager to oversee operations in each terminal (e.g., maintenance, customer experience).<\/span><span data-ccp-props='{\"201341983\":0,\"335559738\":120,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"3\" data-list-defn-props='{\"335551500\":29048,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"auto\">The scorecard idea was conceived 10 years ago and matured over time as the data and technology became available to implement the application as a digital <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Analytics Platform&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;TextRun SCXW102067383 BCX0&amp;quot; lang=&amp;quot;EN-US&amp;quot; xml:lang=&amp;quot;EN-US&amp;quot; data-contrast=&amp;quot;auto&amp;quot;&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW102067383 BCX0&amp;quot;&amp;gt;Full-featured technology solution designed to join different tools and analytics systems together with an engine to execute, a database or repository to store and manage the data, data mining processes, and techniques and mechanisms for obtaining and preparing data that are not stored.&nbsp;&amp;lt;\/span&amp;gt;&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/analytics-platform\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>analytics platform<\/a>. <\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559738\":120,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"3\" data-list-defn-props='{\"335551500\":29048,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"auto\">Buy-in from leadership and internal stakeholders was essential for integrating the needs of different teams. The chief technology officer was very supportive of the project.<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6427c958 elementor-widget elementor-widget-spacer\" data-id=\"6427c958\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77e378f1 elementor-widget elementor-widget-heading\" data-id=\"77e378f1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Greatest Challenges &amp; Lessons Learned<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-41c2b04d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"41c2b04d\" data-element_type=\"section\" data-e-type=\"section\" data-settings='{\"background_background\":\"classic\"}'>\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-3c3957ac\" data-id=\"3c3957ac\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1d480fee elementor-widget elementor-widget-text-editor\" data-id=\"1d480fee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Challenges<\/strong><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"2\" data-list-defn-props='{\"335551500\":44970,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"none\">Tracking and integrating different streams of data and corralling the data to meet the needs of users.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559737\":135,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"2\" data-list-defn-props='{\"335551500\":44970,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"none\">Finding the right balance between idea, vision of how to use data in practical terms, and implementation.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559737\":135,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-63a08a05\" data-id=\"63a08a05\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-168c5dac elementor-widget elementor-widget-text-editor\" data-id=\"168c5dac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Lessons<\/strong><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"2\" data-list-defn-props='{\"335551500\":44970,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"none\">The management structure was adjusted to focus on operations, logistics, and maintenance in each terminal.<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559737\":135,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"2\" data-list-defn-props='{\"335551500\":44970,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"none\">Starting with a well-defined business problem and using data to improve efficiency were key to success.&nbsp;<\/span><span data-ccp-props='{\"134233279\":true,\"201341983\":0,\"335559739\":0,\"335559740\":240}'>&nbsp;<\/span><\/li><li data-leveltext=\"&#61607;\" data-font=\"Wingdings\" data-listid=\"2\" data-list-defn-props='{\"335551500\":44970,\"335551671\":58,\"335552541\":1,\"335559684\":-2,\"335559685\":720,\"335559991\":360,\"469769226\":\"Wingdings\",\"469769242\":[9642],\"469777803\":\"left\",\"469777804\":\"&#61607;\",\"469777815\":\"hybridMultilevel\"}' data-aria-posinset=\"58\" data-aria-level=\"1\"><span data-contrast=\"none\">Multiple meetings with senior airport staff were held each week to work out details of the passenger journey score.<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7291b927 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7291b927\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-11bc580f\" data-id=\"11bc580f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-323c0e8b elementor-widget elementor-widget-spacer\" data-id=\"323c0e8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e60b0e4 elementor-widget elementor-widget-heading\" data-id=\"4e60b0e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Impact to Organization <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5980157d elementor-widget elementor-widget-text-editor\" data-id=\"5980157d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW90858619 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW90858619 BCX0\">HAS developed the Customer Journey Scorecard <\/span><span class=\"NormalTextRun SCXW90858619 BCX0\">Data<\/span> <span class=\"NormalTextRun SCXW90858619 BCX0\">as a digital <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Analytics Platform&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;TextRun SCXW102067383 BCX0&amp;quot; lang=&amp;quot;EN-US&amp;quot; xml:lang=&amp;quot;EN-US&amp;quot; data-contrast=&amp;quot;auto&amp;quot;&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW102067383 BCX0&amp;quot;&amp;gt;Full-featured technology solution designed to join different tools and analytics systems together with an engine to execute, a database or repository to store and manage the data, data mining processes, and techniques and mechanisms for obtaining and preparing data that are not stored.&nbsp;&amp;lt;\/span&amp;gt;&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/analytics-platform\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>analytics platform<\/a> for reporting KPIs across eight operational<\/span><span class=\"NormalTextRun SCXW90858619 BCX0\"> areas<\/span><span class=\"NormalTextRun SCXW90858619 BCX0\">. The<\/span><span class=\"NormalTextRun SCXW90858619 BCX0\"> project goal is to improve operational efficiency with data and meet the needs of different internal teams. The data and <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Analytics&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;Statistical and mathematical analysis of data to cluster, segment, score, and predict what scenarios are most likely to happen (&amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;e.g., &amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;data\/text mining, visualization, cluster analysis, forecasting).&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/analytics\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>analytics<\/a> team pulled together different streams of data and developed <\/span><span class=\"NormalTextRun SCXW90858619 BCX0\">a cloud-based solution with <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Dashboards&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span data-contrast=&amp;quot;auto&amp;quot;&amp;gt;Reporting mechanisms that aggregate and visually display data and&nbsp;&amp;lt;span class=&amp;quot;&amp;quot; role=&amp;quot;link&amp;quot; data-gt-translate-attributes=&amp;quot;[{&amp;amp;quot;attribute&amp;amp;quot;:&amp;amp;quot;data-cmtooltip&amp;amp;quot;, &amp;amp;quot;format&amp;amp;quot;:&amp;amp;quot;html&amp;amp;quot;}]&amp;quot;&amp;gt;key performance indicators (KPIs)&amp;lt;\/span&amp;gt;&nbsp;to end-users as charts and graphs to indicate progress toward pre-defined goals.&nbsp;&amp;lt;\/span&amp;gt;&amp;lt;span data-ccp-props=&amp;quot;{&amp;amp;quot;134233279&amp;amp;quot;:false,&amp;amp;quot;201341983&amp;amp;quot;:0,&amp;amp;quot;335559739&amp;amp;quot;:60,&amp;amp;quot;335559740&amp;amp;quot;:259}&amp;quot;&amp;gt;&nbsp;&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/dashboards\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>dashboards<\/a> implemented in Power BI. The scorecard provides feedback to employees about performance to increase engagement with the customer experience. Terminal managers identified steps to improve the passenger journey<\/span><span class=\"NormalTextRun SCXW90858619 BCX0\">.<\/span><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-76938a6 elementor-widget elementor-widget-spacer\" data-id=\"76938a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67099b7c elementor-widget elementor-widget-heading\" data-id=\"67099b7c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Data Visualizations<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69ca0747 elementor-widget elementor-widget-image\" data-id=\"69ca0747\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"618\" height=\"340\" src=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/data_visualization.png\" class=\"attachment-large size-large wp-image-1251\" alt=\"\" srcset=\"https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/data_visualization.png 618w, https:\/\/crp.trb.org\/acrpwebresource18\/wp-content\/uploads\/sites\/34\/2024\/11\/data_visualization-300x165.png 300w\" sizes=\"(max-width: 618px) 85vw, 618px\"\/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63580c99 elementor-widget elementor-widget-text-editor\" data-id=\"63580c99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><em><strong>Passenger Journey Scorecard: Digital Airport Platform. <\/strong>The Passenger Journey Scorecard metrics represent aggregated scores from passenger feedback in near real time for estimating the customer experience at different operational areas of the airport terminal. <br>Image credit: HAS <a class=\"glossaryLink\"  aria-describedby=\"tt\"  data-cmtooltip=\"&lt;div class=glossaryItemTitle&gt;Analytics&lt;\/div&gt;&lt;div class=glossaryItemBody&gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;Statistical and mathematical analysis of data to cluster, segment, score, and predict what scenarios are most likely to happen (&amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;e.g., &amp;lt;\/span&amp;gt;&amp;lt;span class=&amp;quot;NormalTextRun SCXW232749137 BCX0&amp;quot;&amp;gt;data\/text mining, visualization, cluster analysis, forecasting).&amp;lt;\/span&amp;gt;&lt;\/div&gt;\"  href=\"https:\/\/crp.trb.org\/acrpwebresource18\/glossary\/analytics\/\"  data-gt-translate-attributes='[{\"attribute\":\"data-cmtooltip\", \"format\":\"html\"}]' tabindex='0' role='link'>Analytics<\/a> and IT<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Houston Airport System Customer Journey Scorecard Digital Airport Platform Houston Airport System (HAS), the City of Houston&rsquo;s Department of Aviation, manages three airports: George Bush Intercontinental Airport (IAH), William Hobby Airport (HOU), and Ellington Airport\/Houston Spaceport (EFD). In 2023, HAS served over 56 million passengers&nbsp;and handled over 549,000 metric tons of air cargo. In addition, &hellip; <a href=\"https:\/\/crp.trb.org\/acrpwebresource18\/the-houston-airport-system-has\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &ldquo;The Houston Airport System (HAS)&rdquo;<\/span><\/a><\/p>\n","protected":false},"author":95,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-1389","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/pages\/1389","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/users\/95"}],"replies":[{"embeddable":true,"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/comments?post=1389"}],"version-history":[{"count":10,"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/pages\/1389\/revisions"}],"predecessor-version":[{"id":1623,"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/pages\/1389\/revisions\/1623"}],"wp:attachment":[{"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/media?parent=1389"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/categories?post=1389"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/crp.trb.org\/acrpwebresource18\/wp-json\/wp\/v2\/tags?post=1389"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}