Structure of the DORA procedures of the airport manager

In order to ensure the systematisation, consistency and traceability of the data subject to the monitoring process, AENA will have a number of procedures to support this purpose..

Quality

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The procedures available to the airport manager shall cover the following indicators in Table 1:

	DESCRIPTION OF THE INDICATOR
Passenger satisfaction	SPAX-01 General satisfaction of passengers
	SPAX-02 Passenger satisfaction with cleanliness at the airport
	SPAX-03 Passenger satisfaction with orientation at the airport
	SPAX-04 Passenger satisfaction with physical security at the airport
	SPAX-05 Passenger satisfaction with the comfort of boarding areas
	SPAX-06 Satisfaction of passengers with reduced mobility (PMR) with accessibility at the airport
Waiting time at processing points	Tepp-01 Waiting time in passenger safety check
	Tepp-02 Wait time until delivery of the last suitcase
Availability of equipment/installations in the terminal building	DEET-01 Availability of electromechanical equipment, baggage collection racecourses and Baggage Treatment System (STE)
	DEET-02 Availability of automatic baggage handling system (SATE)
	DEET-03 Availability of the automatic terminal connection system (APM)
Availability of equipment/installations on the air side	DELA-01 Availability of parking stations
	DELA-02 Availability of boarding gateways
	DELA-03 Availability and continuity of Communication, Navigation and Surveillance (CNS) services
Other key areas	OTAC-01 Response time to airport management complaints
	OTAC-02 Delay due to airport infrastructure
	OTAC-03 Additional shooting time

 

Quality procedures should, as far as possible, have a common structure that facilitates their implementation and control and includes at least the following content, as applicable in each case:

• Subject matter of the proceedings
• Scope
• Personnel involved and responsibilities
  Discussion of those responsible for the execution of the actions contained in the procedure, expressly specifying the staff:
  • At a centralised level.
  • At airport level: it may be possible to define general profiles by airport, providing as an annex the specificisation of the personnel holding these profiles at each of the airports.
• Equipment and facilities
  Detailed list of equipment and facilities, including location plans, to which the procedure applies at each airport.
• Means involved
  Description of the means used to carry out the actions contained in the procedure.
• Actions
  Description of all tasks aimed at the measurement and processing of data. The frequency of the actions and, in the case of sampling actions, the characteristics of the sample used should be explicitly specified.
  Actions taken at airports and those carried out centrally should be explicitly listed.
  Description of the mechanisms envisaged for the identification, documentation and registration of exceptions to the procedure.
• Other procedures and related documentation
  Other procedures of the manager and documents that might be of interest or related to the actions described in the previous point, such as service contracts, service specifications, reports etc.
• Records and databases associated with the procedure
  Supply of associated and generated records related to the procedure (file form, location, duration and controller), as well as the databases and software applications used. These records must be kept for at least 36 months after the end of the DORA period to which they belong.

Capacity

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The airport operator must have a procedure by which to keep the capacity data of the airport infrastructures and their subsystems up-to-date according to the classification set out in the DORA, must include at least the following content:

• Subject matter of the proceedings
• Scope
• Personnel involved and responsibilities
  Discussion of those responsible for the execution of the actions contained in the procedure.
• Actions
  Description of the sequence of performances, including at least:
  • Procedure for the calculation and updating of flight field capacity.
  • Procedure for the calculation and updating of platform capacity: in the case of differentiated areas, the capacity of each area and the overall capacity of the airport shall be indicated.
  • Procedure for calculating and updating terminal building capacity: if different terminals are available, the capacity of each terminal and the overall capacity of the airport should be indicated.
    • In the event that the airport operates with a given terminal configuration that influences the airport’s capacity, the capacity shall be recorded in the operational configuration.
    • The subsystem or capacity-limiting area at the airport shall be collected in each case, indicating the capacity calculation method used (e.g. IATA’s ‘Airport Development Reference Manual, 10th Edition’).
  • Preparation of periodic reports to be sent to EASA.
    The frequency of revision/update of capacity data will be defined, which shall be at least annual for the submission of the relevant capacity update report to EASA in the framework of the monitoring process, as set out in this document.
• Other procedures and related documentation
  Other procedures of the manager and documents that might be of interest or related to the actions described in the previous point, such as service contracts, service specifications, reports, etc.
• Records and databases associated with the procedure
  shall detail the records associated and generated in relation to the procedure (file form, location, duration and controller), as well as the databases and software applications used, which shall contain at least one record detailing the capacity of each of the airports on the network, broken down by passenger terminal, cargo terminal, flight field and platform as set out in this document.

Investments

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In order to directly and continuously monitor the implementation of investment projects in time and amount, the manager must have an investment control procedure which includes at least the following content:

• Object and Description
  Description of the methodology and instruments applied for the execution of the investment project in time, typology and cost.
• Scope
• Personnel involved and responsibilities
• Actions
  Description of the sequence of actions including at least:
  • Monitoring of the annual investment schedule, which shall include the following data:
    • Date and amount of start of tender.
    • Date and amount of award.
    • Date of receipt and total final amount of the investment.
  • Procedures for monitoring deviations in the scope and time of strategic and relevant investments.
  • Preparation of periodic reports to be sent to EASA.
• Other procedures and related documentation
  Other procedures of the manager and documents that might be of interest or related to the actions described in the previous point, such as service contracts, service specifications, reports etc.
• Records and databases associated with the procedure Associated and generated
  records related to the procedure (form of archiving, control, location, duration and controller), as well as the databases and software applications used.