Air Arabia IOCC

Presentation
Role and Responsibilities

Primary IOCC mission is to

• Monitor
• Safety
• Anticipate Impact of • Performance
Disruptions • Service
• Manage • Cost
• Minimize

Pro-actively manage impact of unplanned changes to schedule

Provide Quality Service to the maximum number of passengers
Apply most Cost Effective plan to return to the published schedule
 Past Present Future

Incident focus System focus Profit focus

- Routine incident
- Planning for - Integrated cost
recovery planning
Focus

upcoming events
- Fire fighting
- Balance costs vs. - Decisions focused
- Low sum decision
operational needs
on customer
for operation impact

- Individual based - Coordinated - Integrated cost

Process

decision making operational planning

decisions - Decisions focused
- Blame culture - Problem solving on customer
culture impact

- Department KPI
- Joint KPI
Result

only
- Improved system - Continuous
- Mixed
performance
improvement
performance
results
Operations Control Centre in relation
with Cost Management

Every day is bringing an Disruption Operation

• Almost impossible schedule operates as planned

• Controlling the magnitude, scope, and impact of each irregular operation

is the primary role of the IOCC

• Anticipation and pro-active management are essential

• How well each disruption to schedule is managed will determine overall

operational, service & financial performance of the company
Operations Management Transition

• The IOCC and its many participants must have real authority to make and
implement operational decisions

• Must transition from department-focused decision-making to company-

focused decision-making

• The IOCC must prove the value of its information and decisions to earn
credibility and exercise appropriate influence
Operations Management Transition

• The IOCC and its many participants must have real authority to make and
implement operational decisions

• Must transition from department-focused decision-making to company-

focused decision-making

• The IOCC must prove the value of its information and decisions to earn
credibility and exercise appropriate influence
Collaborative Decision Process

Functional Co-location Increased Communication

Personnel interaction

Management Interaction
= Improved situational awareness

Effective decision integration

“We couldn’t do our job if we weren’t sitting next to each other”

“Integration created shared accountability for operational

performance and greater passenger focus”

“Everybody adopted company performance (vs. department) as the

key performance indicator”
Optimal Operations Control
A functioning IOCC process is based on

• Fully Integrated, multi-function, cross-divisional team

• Collaborative team-based decisions
• Proactive approach to manage impact of irregular operations

Information/Communication

• Comprehensive, real-time, dynamic (including revenue and cost) to

enable and enhance balanced decisions
• Minimise decision time, re-decisions, uninformed decisions
• Maintain detailed records and experience data to support appropriate
adjustments to future operations and schedules
IOCC Operational Components
Operations Managers
• Senior Manager
• Deputy IOCC Manager
• Coordinator Auxiliary Personnel

Flight Dispatch
• Flight Planning
• Load Planning
• Flight Following
• Meteorology

Maintenance
• Maintenance Control
• Aircraft Routing
• Technical Specialists
• AOG
Crew
• Crew Tracking
• Crew Scheduling
Airport Operations
• Base/Out Stations
IOCC Support Components
Operational Coordination
• Airport Management Liaison

• Traffic Control – Airport/ATC

Operational Liaison
• Flight – Chief Pilot

• In-Flight – Base Representatives

Operational Support
• Security

• Safety

Data Management and Analysis –Delay, Cost, etc

IOCC New Concept
Future Airline Operations Control Centres should be
Automatic, Autonomous and include Learning
capabilities. Monitoring the operation, Detecting
Problems that might affect the operation, Finding
Solutions to the problems, Choosing the best
solution, Updating the operational plan accordingly
and increase Robustness of future plans, should be
done Without or with the

Minimum Human Intervention.

Operations Control - Authority
An OCC, since it has as purpose Company Operational Control is
working under the authority of:

CEO
COO

Operational Control Authority

• Duty Manger must have full operational decision authority

• Personnel report to their departments, but work for IOCC Senior Manager
and his deputies while on duty in IOCC
• Ideally, a separate reporting department (similar to Safety)

IOCC must have operational decision autonomy

Operations Control - Characteristics
Automation:
• Repetitive tasks:
- Monitoring, Detecting, Finding, Updating…

Autonomy:
• Decision:
- When to consider an event as a problem
- Choose the best solution

Learning:
• Robustness
- Solving similar problems
- Increase robustness by avoiding repetitive problems

Redundancy:
•Agents performing same task in parallel
•A third agent that decides when two disagree
IOCC Disruption Decision Process
• Do we have an aircraft

• Do we have a crew

• What happens to the passengers

• What happens to the revenue

• How much does it cost (immediate / direct)

• Are there any special circumstances (airport curfew, other restrictions,

etc.)

• How and how long will this decision impact airline

• What are the associated / future / indirect costs

• Do I have alternatives (fuel vs. time vs. delay cost)

Disruption - Passenger Considerations
How many passengers could be impacted

•Are there special accommodation passengers onboard

When is our next available flight for the passengers

• How long will each passenger be delayed in reaching destination

• How disruptive is the re-accommodation for the passengers
• Overnight, long airport delay, multiple stops, missed connection
Are there adequate passenger & crew accommodations available

What type of market are we dealing with

•What is the recent history in this market

•How sensitive is this market

Disruption Cost Considerations
• Revenue – to be retained, lost

• Crew - lost time, premium pay, accommodations

• Maintenance - missed service opportunities, wasted resources

• Labor – mechanic, ground service agent overtime

• Passenger Servicing Cost

• Interrupted Trip Expense - hotel, meals, transportation, denied boarding

compensation, Frequent Flyer awards

• Any regulatory penalty or cost of delay

• Cost of passenger good will

How the IOCC contribute to Company ?
To support positive business results, an effective OCC must

• Manage - Operation of the airline schedule as planned

• Minimise - Impact of schedule disruptions on the airline

• Provide - Quality Service to the maximum number of passengers

• Maximise - Revenue Retention

• Direct most Cost Effective plan to return to planned schedule

Every IOCC decision, action, or inaction will significantly impact

the resulting Company performance

• Operational

• Service

• Financial (Cost/Revenue)
How the IOCC contribute to Company ?
To support positive business results, an effective OCC must

• Manage - Operation of the airline schedule as planned

• Minimise - Impact of schedule disruptions on the airline

• Provide - Quality Service to the maximum number of passengers

• Maximise - Revenue Retention

• Direct most Cost Effective plan to return to planned schedule

Every IOCC decision, action, or inaction will significantly

impact the resulting Company performance

• Operational

• Service

• Financial (Cost/Revenue)
Planning and Integrated Operations
Control Operations Cost Management
Proper Planning facilitates Schedule Reliability and Cost
Efficiency

Schedule Reliability establishes foundation for efficient

resource management and cost control

Schedule Reliability enables IOCC management to

• Minimise service disruption & system operational stress

• Implement schedule & service recovery with minimal time & cost
• Maximise service delivery to maximum number of customers
• Retain revenue
Thank you!!!!
Technical Presentation
 Integrated Operations Control Centre (IOCC)
Integrated Operations Control Centre (IOCC) is in charge with various operational aspects in Air Arabia. First priority is to
assure safe, legally correct and efficient operations. Special trained from IOCC Department is responsible for route supervising
and provide to flight crew all necessary available data for a safe mission.

For an Integrated Operations Control Centre  to be able to accomplish above tasks it is necessary  to develop specialised 
teams in the same structure:

• Team oriented to passenger assistance and cargo;

• Team in charge with weight and balance;
• Crew control team;
• Flight dispatch team;
• Short term aircraft change team;
• Operations coordination team;

IOCC Personnel

In IOCC there were 5 personnel categories:

IOCC Senior Manager

Deputy Manager IOCC
Coordinator for auxiliary personnel
Duty Managers IOCC or Ops Controller

IOCC Personnel represented by :

• Flight dispatchers;
• Performance engineers;
• Auxiliary Personnel;
 Integrated Operations Control Centre (IOCC)
Personnel Qualifications

• IOCC Senior Manager – University graduate – holder of an FOO license , with at least  15 years in flight operations;
• Deputy IOCC Manager – University graduate – holder of an FOO license , with at least 10 years in flight operations;
• Coordinator for auxiliary personnel – University graduate , with at least  5 8 years in  crew rostering or networking;
• IOCC Duty Managers or Ops Controller –High school graduate – holder of an FOO license;
• IOCC Flight Dispatchers IOCC – High school graduate – holder of an FOO license;
• Auxiliary Personnel – High school graduate, with at least 5 years in flight operations, network, ground.

Distribution of staff by categories of positions

• Team oriented to passenger assistance and cargo - Auxiliary Personnel

• Short term aircraft change team - Auxiliary Personnel
• Team in charge with  crew control - Auxiliary Personnel
• Operations coordination team – Flight Dispatchers
• Flight support team – Performance engineer/Flight dispatcher/Auxiliary Personnel
• Flight dispatch team - Flight Dispatchers
• Team in charge with weight and balance - Flight Dispatchers / Auxiliary Personnel
Integrated Operations Control Centre (IOCC)
Integrated Operations Control Centre (IOCC)
 Integrated Operations Control Centre (IOCC)
Disruption Management Process

Apply Decision Take Decision

Generate and
Operations Take
Start Disruption Yes Evaluate
Monitoring Action Solution

No
Integrated Operations Control Centre (IOCC)
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel
IOCC Senior Manager

Role and Function

• Organises the short-term (moving 24 hours now – new proposal for at least 72 hours) coordination of current activities of all
departments involved in Air Arabia operations;
• Organises the communications with all participants to Air Arabia operations.


Prime Tasks

• Ensures the appropriate staffing of the IOCC and organises the IOCC activity;
• Ensures initial and recurrent training of the IOCC personnel;
• Ensure for all OCC personnel documentation necessary for fulfilling their duties;
• Ensures the issuance and administration of the IOCC Manual;
• Ensures aircraft allocation to the Company flight plan observing airworthiness and performance versus mission requirements;
• Ensures the flight dispatch activities;
• Ensures the transmission of any messages and reports related to safety critical outages to Head of Flight Safety;
• Organises the flight watch;
• Organises the handling of irregularities;
• Ensures the appropriate reporting of irregularities;
• Ensures the initiation of emergency response in case of accident/ incident;
• Analyse abnormal cases occurred in current operations;
• Revise OCC Manual and associated procedures, by means of revisions, to reflect the actual operational demands;
• Coordinate with Operational Units to establish compatible common procedure;
• Maintain communications with regulatory authorities (eg. DGCA), external entities relevant to operational control (e.g., Airbus, Lido,
Eurocontrol, etc.);
• In case of software version changing, IOCC Manager will test the functionalities prior to introduce new version in production (fulfil OFP
and check against old version);
• Is responsible for monitoring IOCC external service providers, to ensure   requirements that affect the safety of flight operations are
fulfilled (e.g. Lido flight planning software, Cesar, AeroData);
• Disseminate the information to the responsible authority or to the applicable operating areas in Air Arabia;
• Documents all the activities carried out by the IOCC personnel (IOCC Manual, compliance with OMA and all applicable regulations).
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel
IOCC Senior Manager

Powers of Authority
 
• Takes final decision in case of unforeseen irregularities;
• Establishes aircraft registrations for Flights for the next day Daily Flight Schedule;
• Decides upon aircraft type and registration changes and short term aircraft rescheduling to handle irregularities;
• Implement new procedures at IOCC level;
• Approves, after an interview, the proposed supervisors;
• In charge with selection of new personnel.

Accountability

• Conformity of flight dispatch documents with applicable requirements;

• Establishment and availability of the communication system for operations control;
• Responsible for safety and quality of OCC overall activities;
• Managing all personnel, financial and technical allocated resources in order to ensure continuous of OCC functions;
• Immediate reports any abnormal case to Head of Flight Operations;
• Supervise and maintain the quality level of Operational Control Services. Supervise overall Operational Control activities;
• Revise Standard Operations Procedure associated to Operations Control  Centre;
• Roster OCC Officers, function of workload required to accomplish by  Operations Control Centre;
• Assigns OCC Officers on OCC monthly roster in shifts;
• Assigns individual function/functions for each OCC Officer on “Check In and Task Allocation” forms;
• Approve Roster of IOCC Officers for off duties periods and annual leaves;
• Initialise backup OFP  when starting a new season, and keep it up to date;
• Approve Roster IOCC Officers for recurrent training and revalidation;
• Update the FOO’s training program with the last applicable regulatory requirements;
• Analyse flight crew reports;
• Approve Roster of IOCC officers for duties, leaves, annual leaves and other activities required;
• Nominate OCC Officers for task allocations in shifts;
• Allocate aircraft registrations for the next day Daily Flight Schedule;
• Ensure the implementation of new procedures;
• Ensure IOCC Officers understand the revised procedures;
• Responsible for safety and quality of operational control activities.
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel
Deputy IOCC Manager

Role and Function

• Replace IOCC  Manager IOCC in his absence;

• Is in charge with the supervising of operative component of IOCC;
• In case of  IOCC manager absence Deputy Manager shall disseminate the information to the responsible authority or to the
applicable operating areas in the company.

PrimeTasks

• Roster IOCC Officers, function of workload required to accomplish tasks in his sector;  
• In charge with monitoring of activity in his sector;
• Make proposals to IOCC Manager for better activity;
• Is applying training program for the personnel approved by  Air Arabia IOCC Senior Manager.

Coordinator for auxiliary personnel

Role and Function

• In charge with supervising of auxiliary personnel activity in IOCC


Prime Tasks

• Roster OCC auxiliary personnel, function of workload required to accomplish tasks in his sector;
• Roster IOCC Officers for recurrent training and revalidation;
• Roster of IOCC Officers for off duties periods and annual leaves;
• n charge with monitoring of activity in his sector;
• Make proposals to IOCC Manager for better activity;
• Is applying training program for the personnel approved by  IOCC Senior Manager.
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel
IOCC Duty Managers
Prime  tasks

• Monitor and Coordination the FOO activity;

• Handling all operational aspects of the company Flights Schedule;
• Advising essential information to crew;
• Optimisation and monitoring of all operational units for all flights in DPO;
• Coordination of flights irregularities to ensure ongoing protection of the flight  program;
• Rerouting and/or rescheduling, canceling of flight(s) related to operational and  commercial aspects;
• Restoring the operational environment after irregularities;
• Supervising the control of special flights (i.e. VIP flights);
• Creating the necessary flight(s) other than schedule flight within specified period  i.e. additional flights, charter, positioning, ferry, technical, training,
etc.;
• Coordination with security division in case of unlawful interference and in case of bomb warnings;
• Informing and liaison with management and other departments regarding inadequacy of facilities that could lead to disruption of the safety and flow
of the scheduled flights;
• Initiation and monitoring of emergency/incident/accident response;
• Report accidents/incidents to Ministry of Transportation and DGCAA according to published procedures;
• Supervise the following:
✴ short-term crew modifications;
✴ aircraft registration modification;
✴ short-term aircraft type change;
• Take operational decisions in order to restore operations in case of abnormal situations such as:
✴ Short delay analyses, Short term aircraft re-scheduling, Short term crew re-scheduling, Aircraft diversion, Meteo, Technical, Medical, For security
reason (bomb threat, hijacking), Other;
• Monitor and process incoming messages from authorities such as Eurocontrol, EASA, DGCAA, national authorities in which countries Air Arabia
conduct operations, etc.;
• Monitor and record of movement messages
• Update Daily Flight Schedule in order to reflect latest operational changes;
• Inform all operational units for decisions taken to restore DPO;
 
Part of the tasks above, are delegated to other OCC Officers in the current day shift, according to task allocation assignment in “Check In
and Task Allocation” form.
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued
IOCC Duty Managers IOCC
Authorities
 
• Take operational decisions in order to restore DPO in interest of safety and punctuality;
• Update Daily Flight Schedules to reflect actual status of operations;
• Rerouting and/or rescheduling, canceling of the flight(s) related to operational and commercial aspects;
• Changing crew composition(only in case when crew number is bigger than minimum crew as defined in OMA),
• Creating the necessary flight(s) other than schedule flight within specific period i.e. extra, charter, positioning, ferry, test,
training, etc.;
• Change OCC Officers task allocations for current day shift if required;
• The OCC Officer assigned for the new task shall be properly qualified.
 
NOTE:  In such a case, “Duty Manager” shall take all responsibilities for the delegation act.

Responsibilities
 
• Supervise and coordinate OCC Officers activities during the current day shift;
• Make decision for Abnormal Cases DPO (disruptions) in interest of safety and punctuality;
• Comply with procedures in “Crisis Management Manual” in case of incident/accident/disaster events;
• Accidents/incidents reports to Ministry of Transportation and AACR according to published procedures;
• Completion of all OCC tasks for all Flights included in Daily Flight Schedule during his during duty period;
• Next shift’s Supervisor briefing regarding decisions and/or taken actions during his duty period in order to ensure a proper
continuation of flight operations;
• OCC Deputy Manager shall report to IOCC Senior Manager any inadequacy of any facilities observed during the course of
operations.  
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Team oriented to passenger assistance and cargo

• Monitoring  of all specific messages associated with the flight are sent by stations;
• Take measure to receive correct and on time information from stations  regarding the flight status;
• In charge with transmitting specific messages such as ASM,SCR etc. in case of ad-hoc modifications;
• In case of irregularities if bundle flights  establishes flight number, destination sequence and blocked seats;
• In case of unassisted stations maintain connection with handling agent for close monitoring of operations at that station;
• Verifies with Air Arabia representative from stations or with handling agents  from operational point of view availability of
alternate airports  transfer possibility, time of transfer, specific particularity which may increase the delay of transfer or can
endanger the safety of passengers  Coordinate with FOTS to keep up to date Air Arabia list of alternates;
• Maintain constant connection with Air Arabia Cargo and with handling agents from stations in order to receive correct and
accurate information regarding cargo to be sent to flight dispatchers. It is necessary for emitting most accurate flight  plans.
• Inform Air Arabia Management about all reportable irregularities;
• In case of irregularities, incidents, accidents assure initial information for Company spoke person  and provide all available
data.

This team need to be divided as per expertise on area of operations.

Different rules apply in Europe compare with rest of the world and special attention is required.
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Operations coordination team

Aircraft control:
• Is monitoring aircraft resources .

Flight monitoring

Responsible for:
• Flight monitoring from departure until mission is ended.
• Towing of aircrafts for/after the mission.

Provide:
• All necessary available data necessary for  operating a flight to pilots and concerned

ATC&SLOT Monitoring

Verify:
• Sending of flight plans

Maintain:
• Coordination with ATC.
• Coordination  with Technical Division for aircraft status (technical availability, MEL restrictions).

Provide:
• Correct and quality flight plans for an optimum fuel.

SLOT:
• SLOT monitoring and request for improvement. Act to decrease SLOT through change route, levels, etc. Inform dispatcher to reissue and send new OFP

Short term modifications Management:

• Monitor and control Daily Plan of Operations.

Radio communication:
• In charge with ground to air communication between IOCC and aircraft. Communicate other information at pilot
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Short term aircraft change team

• It is the team in charge with management of all aircraft changes in term of type, configuration in a period of 7 days (168
hours) prior to the day of operation.
•  
• In charge of obtaining flight permits and airport SLOTS.

• Monthly monitoring of SLOT. In case of incorrect SLOT operation contact Network Schedules for corrective actions.

• In charge with introduction of supplementary flights (additional, charter, training) at request of Commercial Department,
Charter, Flight Division.

It is part of Team oriented to Operation Coordination.

If necessary Operation Coordination Team shall be divided as per area of operations requirements

Europe
MEA
CIS
Asia
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Crew Control Team

Crew Monitoring:

• The crew management process covers the handling of planned duty rosters issued to flight crews. It must achieve that the
right crew is always on duty at the right time and in the right place for every flight. As in the initial planning phase, particular
attention must be paid to the requisite qualifications and legality of the crew in question

Responsible for:

• Providing properly qualified personnel for every flight, ground crew duty and in sufficient number.

Managing:

• All crew on the daily plan of operation.

Purpose:

• Right crew is always present for the mission.

 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Crew Control Team - continued

Irregularity management

Announces changes:
• To sector managers (attendants, pilots, crew rostering).

Notify absences :
• To sector managers (attendants, pilots, crew rostering).

Crew component:
• Check duty time in order not to go over.
• Support with FTL Duty Manager in case of disruptions

Verify:
• Crew qualification in case of aircraft type changes.

Crew change:
• In case of an aircraft change, if exist crew not properly  qualified, crew control will replace with qualified crew.

In charge with hotels and crew transport to/from this locations.

In abnormal cases crew control check duty time and decide upon  hotel and assure transportation.
This hotels shall be able to respect Air Arabia standards for the crew.
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Flight dispatch team

OCC Officer (FOO)Task:

• Perform allocated daily tasks assigned by OCC Duty Manager.

OCC Officer Authorities

• Each OCC Officer has full authority to perform his/her tasks allocated by  duty Manager.
 
OCC Officer Responsibilities

• Each OCC Officer shall be fully responsible for completing his/her allocated task according to associated procedures.
• For a particular flight, the responsibility for operational control is shared with PIC involved.
• FOO shall assign responsibility for:
• Assisting PIC in flight preparation and providing required information;
• Assisting PIC in preparing the operational and ATS flight plans;
• If required, filling the ATS flight plan with appropriate ATS unit;
• Providing PIC, while in flight, with appropriate information that may be necessary for the safe conduct of the flight (Meteo,
NOTAM, etc.);
• Dispatcher shall report to supervisor any inadequacy of any facilities observed during the course of operations.
• In an emergency, inform immediately OCC Duty Manager.
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Weight & Balance Team

• Responsible for loading instructions(LI).

• After confirmation of loading issue load sheet  (Weight and Balance - W&B).

• In case Air Arabia decide for ‘’centralized load control (CLC)’’,  is responsible for sending LI and W&B at the out stations.

• Accountable for the aircraft payload. Take measure for a correct information to crew for a correct trim setting.

• Issue all auxiliary documents such as PIL and PSM.

• Send messages associated to flight such as MVT, LDM.

• Inform crew via NOTOC if DGR or other special cargo on board.

• Ensure out station control

 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Aircraft Performance, Navigation and Documentation team

Responsible for flight support in terms of:

• Airport briefings
• Airport analysis
• Route analysis
• Performance calculations
• Route database creation and update
• EFB update
• Aircraft documentation u[date
• NOTAM and Nav Data Monitoring 
• Aircraft documentation update and integrity monitoring
 Integrated Operations Control Centre (IOCC)
Job description of IOCC personnel - continued

Emergency Response Team

To be primarily ensured by Duty Manager until released by crisis committee

Act as per Company ERP

Operations Control Centre (OCC)
Typical problems managed by actual OCC
Operations Control Centre (OCC)
Typical problems managed by actual OCC
Operations Control Centre (OCC)
Typical problems managed by actual OCC
Operations Control Centre (OCC)
Weak poins
Operations Control Centre (OCC)
Typical problems managed by actual OCC
 Operations Control Centre (OCC)
Solution

Implementing more Specialist Agents:

• Different Scheduling Algorithms;

• Include Planning Algorithms;
• Cost analysis data;

Add learning capabilities to the OCC:

• Apply similar solutions to similar problems;

• Improve the robustness of future schedules.
 Operations Control Centre (OCC)
Solution

• Include more metrics and restrictions/costs in our OCC/

IOCC:
• Airport operational restrictions/costs
• Airport Peak Performance
• Developing a framework that captures the
commonalities of disruption management.
• Developing an IDE (Integrated Development Environment)
that allows to OCC Control for disruption management in
airline operations control and other similar domains.