Analysis Phase

Statement of Current Operations

The statement of current operations is shown in the As-Is System Processing Model will cover every step that went into the pre-airport experience before the COVID-19 pandemic. Understanding this process is vital to recognizing any opportunity for improvement in a post-COVID-19 airport experience.

1.  Customer buys a ticket - At the beginning of the process, the customer purchases a flight ticket through whatever medium they prefer. 
2.  Decides how to get to the airport - The customer determines what method of travel they are going to use to get to the airport. 
3. Decides whether to rideshare or park - The customer now decides whether they are going to have someone else deliver them to the airport or drive themself and utilize the airport’s parking services. 
4. Dropped off by friend or family - This is a yes or no decision process that is the beginning of an elimination process.  If the customer is dropped off by a friend or family member, the next step is process 8.  If the answer is no, the next step is process 5. 
5. 3rd party ride-sharing service - This is a yes or no decision process regarding whether a customer utilizes a ride-sharing service to travel to the airport.  A yes leads to step 6, and a no moves the process to step 9. 
6. Uber/Lyft - This is a yes or no process to determine what method of rideshare the customer chooses to use.  If the customer uses Uber or Lyft, the process moves to step 8.  If the customer does not use Uber or Lyft, it moves to step 7. 
7. Taxi - This step is a result of a process of elimination by previous steps.  It determines that the only other method of rideshare that the customer could be using is a taxi.  The process moves to step 8. 
8. Drop-off at the terminal - This step is the result of either step 4, 6, or 7. This step results in the customer being physically dropped off at the terminal entrance and is followed by step 34. 
9. Drive/Park - Step 9 is the result of a no outcome in step 5.  This is when the customer drives themself to the airport and utilizes parking services. This is a desired outcome for the airport. Following this step’s conclusion, it leads to a yes or no process in step 10. 
10. Walking Lot - This step is a yes or no question determining if the customer parks their vehicle in the walking lot.  If yes, the process moves to step 11.  If no, it moves to step 14. 
11. Customer Parks - The customer physically parks their vehicle in the walking lot. 
12. Customer takes note of where they parked - The customer verifies the vehicle location within the walking lot. 
13. Customer pays at cashier booth or pay station - The customer makes payments for parking. 
14. Economy lot - This is a continuation of the process of elimination for determining the parking location that the customer selects and is a yes or no process.  If yes, the process moves to step 15.  If no, it moves to step 18. 
15. Customer Parks - The customer physically parks their vehicle in the walking lot. 
16. Customer takes note of where they parked - The customer verifies the vehicle location within the walking lot. 
17. Customer pays at cashier booth or pay station - The customer makes the payment for parking. 
18. Valet - This is a continuation of the process of elimination for determining the parking location that the customer selects. This is a yes or no process.  If yes, the process moves to step 19.  If no, it moves to step 22. 
19. Customer arrives at valet - In this step of the process, the customer drives their vehicle to the valet location. 
20. Assisted with luggage and parks car - After the customer arrives at the valet location, they are assisted with their luggage and their vehicle is parked. 
21. Customer pays at cashier booth or pay station - In this step, the customer physically pays for valet and parking services with an accepted method of payment. 
22. Terminal Garage - This is the last possible step in the process of elimination when determining where the customer parks and they park in the terminal garage. 
23. Customer parks in the terminal garage - The customer physically parks their vehicle in the terminal garage. 
24. Customer takes note of where they parked - The customer verifies the vehicle located within the terminal garage. 
25. Customer pays at cashier booth or pay station - The customer makes the payment for parking. 
26. Debit/Credit - This is a “yes/no” process for determining the method of payment for customer parking.  If yes, the process moves to step 28.  If no, it moves to step 27. 
27. Cash - The customer pays for parking with cash. 
28. Approve Transaction - The customer’s debit/credit payment is approved. 
29. Staff completes the transaction - Parking staff completes the cash transaction for the customer. 
30. In terminal or walking lot - This step is a “yes/no” process to determine the customer’s actions after paying for their parking.  If yes, the process moves to step 34.  If no, it moves to step 31. 
31. Economy lot - A “no” answer in the previous step indicates that the customer is in the economy lot. 
32. Customer waits at shuttle station - If in the economy lot, the customer will wait at a shuttle station to be transported to the airport. 
33. A shuttle transports customer - A shuttle arrives at the shuttle station and transports the customer to the airport. 
34. The customer walks into the airport - the customer arrives at the facility and walks into the airport.