Aeroporti di Roma Gets More Travelers to their Destination on Time with Dynatrace

Digital systems are at the heart of Aeroporti di Roma’s (ADR) efficiency, underpinning all critical airport processes that keep travelers moving, including security checks, border control, baggage handling, airside operations, and traveler information systems such as those used for check-in and travel updates.

To create best-in-class airport experiences for passengers, ADR needed an in-house observability and security platform that could unify data from across its hybrid-cloud environment. This would provide a single source of truth across multiple systems and third party services and eliminate manual triaging, so teams could resolve issues quickly and optimize airport experiences. These capabilities were vital, as having just one critical application offline for a few minutes could lead to huge queues at check-in, border control, or baggage handling desks, risking travelers missing their flights.

ADR selected Dynatrace for the platform’s ability to unify observability and security data from its on-premises and cloud infrastructure. Dynatrace’s extensive automation capabilities would enable ADR to optimize its services and resolve issues, without time-consuming manual human intervention. ADR was also attracted by Dynatrace’s ability to seamlessly integrate with its existing IT Service Management solution. Dynatrace automatically creates tickets when it discovers problems, identifies the root cause, and instantly routes them to the right team within ADR to facilitate proactive resolution.

“There are three main drivers behind our business transformation strategy and the way we run our airports – sustainability, innovation, and quality,” said Pietro Caminiti, VP Information & Communication Technology at ADR. “We don’t invest in technology for its own sake. Everything we do is about improving the passenger experience and overcoming the complexity in the systems behind it. Dynatrace has been essential to enabling us to achieve that through end-to-end observability across the passenger experience. This enables us to properly understand and identify how we can work with this data to improve the quality of our services in our airports.”

• Unparalleled travel experiences: Precise AI-powered answers from Dynatrace help ADR automatically uncover the root-cause of bottlenecks in critical applications so teams can continuously optimize airport experiences. This capability has enabled ADR to keep travelers flowing through its airports quickly and efficiently, including processing 90% of travelers through security in 3 minutes, enabling punctual arrivals and departures for more than 99% of daily flights*, and guaranteeing that 13 million bags reach more than 200 destinations each year. Thanks to these service levels, Fiumicino Airport was recently rated “Best Airport in Europe with Over 40 million Passengers” by Airports Council International (ACI) for the sixth consecutive year. Fiumicino also received a 5-Star Airport Rating from Skytrax earlier this year, making it the second European airport to achieve this rating.
• Improved operational efficiency: Dynatrace seamlessly integrates with ADR’s existing IT Service Management solution. It automatically creates tickets when it discovers problems and instantly routes them to the right team within ADR, along with precise root cause analysis, to facilitate proactive resolution. This has reduced the time teams spend triaging issues by 70%.
  
• Faster vulnerability resolution: Dynatrace alerts ADR to any new security vulnerabilities as they emerge in its environments, while automatically prioritizing them based on the risk to the airports’ systems and travelers. These insights enable the ADR team to resolve vulnerabilities quickly, minimizing airport disruption. For many types of incidents, ADR has even been able to use Dynatrace’s AI capabilities to create automated workflows that enable applications to self-heal without the need for human intervention.

“We use technology to simplify processes, improve customer experiences, and introduce new ways of performing activities,” continued Caminiti. “Dynatrace helps the ICT department to achieve that by making airport services more reliable for all. Dynatrace also helps us to anticipate and manage software vulnerabilities and cyberattacks, which is essential for airport operators, as a critical national infrastructure provider.”

*Based on ADR records from Jan – Mar 2023. The indicator does not include delays caused by third parties that are outside of ADR’s direct control, such as late arrival of incoming flights or problems with individual airlines. When taking these external factors into account, overall punctuality for the same period is 83% for arrivals and 78% for departures.