| PASSENGER AND AIRPORT SOLUTIONS
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iSaturn
The aviation incident management system
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iSaturn has been designed to ensure that when an incident occurs, everything will be in place to provide an immediate and efficient response. Today's instant communications and on-site media coverage means that you have to respond in the most professional manner possible. Anything less will have an adverse effect on your image and future business. iSaturn facilitates the creation of emergency response teams. If an incident occurs, team members can be allocated to an emergency call centre, or become family assistance volunteers directly liaising with victims' family members. The system builds and manages a highly qualified base of volunteers, and maintains contact details, languages spoken, training history, assigned emergency roles and other key data. It creates rosters as soon as an incident is reported, ensuring that the right people with the right skills are in the right place at the right time. iSaturn automates incident management, interfacing directly with reservations systems, passenger manifests and frequent flyer systems to get full information on affected passengers and crew. Communications between emergency team members, and with external parties, are streamlined so that information flows freely. The result is a composed, level-headed and well-coordinated response. |
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| Business Benefits | | Significantly reduces manual effort through automation of business processes | | Efficiently manages incident information | | Gives full access to centrally stored incident information via the internet | | Streamlines internal communication between the airline Emergency Operations Centre (or equivalent) and other emergency response teams | | Fast, intelligent emergency personnel call-out process | | Improves resource management | | Enhances emergency call centre and family assistance services given to families/friends of victims | | Generates timely incident and volunteer/staff utilization reports |
| | | Key Features | | Manages emergency personnel records such as volunteers, senior management, outstation staff and other emergency response personnel. | | Interfaces with typical corporate HR systems to upload staff employee information such as nationality, religion, department, contact numbers, annual leave details, etc. | | Information fields available for each record include "Training Attended", "Roles", "Spoken Languages" and "Additional Skills". | | Includes "Team Management" feature, which sorts out all records into specified Emergency Response teams (as per business requirements). | | Delivers a range of reports such as lists of teams, roles, language, training history and volunteers due for refresher training. These reports have been designed so that they may also be used for a manual "cascade" call-out system, should the emergency call-out and activation module fail for any reason. | | Interfaces with the emergency call-out and activation module |
| | | Volunteer Roster Module
The iSaturn roster module allows for a quick and easy compilation of rosters:
| The interface with swipe card readers/printers is used by emergency call centre and family assistance teams to sign-in volunteers as they arrive at their allocated stations. Volunteers swipe their company ID cards and iSaturn validates and assigns these volunteers into specific roles. | | The interface with the iSaturn database module establishes the skills of signed-in volunteers based on assigned roles and completed training. | | Assigns volunteers to roles/teams, according to pre-defined criteria, ensuring effective and efficient use of resources. | | Automatically and intelligently creates rosters based on pre-created shift patterns. | | Generates reports that provide details on assigned volunteers and the work performed |
| | | Emergency Call-Out & Activation Module (Optional)
This module is an automated emergency call-out application that utilises a separate IVR system(s) and digital telephone lines, in order to contact emergency teams.
| Interfaces directly with the database module. | | Interfaces with Nortel Interactive Voice Response Systems (IVR). | | Defines incident categories (e.g. accident; incident; disruption) and assigns teams into defined categories (volunteers; command and control; senior management etc). | | Records voice messages of any length, either "live" or "pre-canned". | | Provides drill down options while selecting teams for call-out (e.g. within a selected team, you can select or de-select component departments or even individual staff). | | Selects an operator specified number of volunteers to be called out (if the situation does not require ALL volunteers to be called out). | | Generates statistics report on call-out results via e-mail. | | Sends SMS messages to teams (mobile phones only) within defined categories. | | IVR calls can be generated to selected teams, whereby a recorded message is relayed to verify telephone numbers (housed in the database module) are correct. Teams are instructed to update their numbers using their telephone keypad which will, in turn, directly update the database. |
| | | Total Incident Management Module
This module is used to collect, collate, maintain and intelligently "use" all incident/victim information.
| Easy, logical and user friendly incident/accident information management | | Interface capability with other systems (e.g. reservations systems, HR systems, FFPs, check-in systems, etc), which will enable auto-download into iSaturn of information on victims that have travelled on a particular flight (i.e. a passenger manifest download). | | Intelligent tracking (by location, date/time and history) of victims, family, relatives and friends. So, if a survivor has been taken to a survivor reception centre, whilst an associated family member has been taken to a family assistance centre, iSaturn will provide a report (based on the status and whereabouts of the survivor and family) to the family assistance team which can then be used to re-unite the survivor with the family member. | | Outbound call centre sub-module, assigns an outbound call (needing to be made) to a call centre agent, based on pre-set criteria (in a set order of priority).
The system would automatically pop up this record and prompt a call centre agent to make the required outbound call. This process is constantly and continuously updated by iSaturn.
Other priorities for outbound calls can also be defined e.g. to call back a spouse first - followed by a parent - followed by a child followed by a sibling (assuming these family members are in the system). This happens automatically every time an outbound call is prompted to an agent by the computer.
The outbound call sub module prioritises all such outbound calls according to the pre-defined rules. All the outbound call centre agent needs to do is click on the "next call" button - the iSaturn programme takes care of the rest. | | Report functionality - capable of generating numerous reports, e.g. statistics report, passenger status reports, passenger nationality/religion report, etc. | | Enhanced security for internet usage, including user specific access. | | Broadcasting/e-mailing capability (within the application) to different users. | | Incident log keeping. Maintains and updates a real time log of events. Access to view/amend various logs may be controlled by defined roles within iSaturn. |
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