Client: AENA
Analysis and monitoring of service levels (2017-present)
Compliance with service quality levels at airports is a mandatory requirement under the new regulatory framework. The Airport Regulation Document (DORA, for its initials in Spanish) establishes internationally accepted quality standards and the corresponding key indicators.
The calculation, supervision and monitoring of the quality levels of maintenance services has an impact on possible penalties or bonuses on the maximum annual income per passenger (IMAP, for its initials in Spanish).
AERTEC has implemented this type of project at AENA airports, carrying out a wide range of control and monitoring tasks, including those detailed below.
- Auditing of maintenance services in:
- Electromechanical facilities
- Automated people mover (APM) services
- Boarding bridges
- Automated Baggage Handling System (ABHS)
- Aircraft parking stands
- Audits of construction works affecting the availability of facilities regulated by the DORA
- Maintenance monitoring reports
- Calculating the maintenance service quality compliance rates
- Analysis of indicator calculation procedures
- Support in the coordination of construction works and maintenance planning
- Improvement proposals for increased equipment availability
- Auditing of work orders recorded in maintenance databases
- Preparing non-compliance and management gap reports
- Document control audits
- Photographic and video reports on the shortcomings detected and the construction works regulated by the DORA
AERTEC is carrying out these projects at the following AENA airports:
- Adolfo Suárez Madrid-Barajas Airport (2017-present)
- Palma de Mallorca Airport (2018-present)