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The Chicago Aviation Initiative: More Than Meets The Eye A basis for improving customer service

The Chicago Aviation Initiative: More Than Meets The Eye A basis for improving customer service. Mike Bardou Senior Forecaster/Aviation Program Leader National Weather Service Chicago/Romeoville, IL Eric Lenning Science and Operations Officer

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The Chicago Aviation Initiative: More Than Meets The Eye A basis for improving customer service

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  1. The Chicago Aviation Initiative:More Than Meets The Eye A basis for improving customer service Mike Bardou Senior Forecaster/Aviation Program Leader National Weather Service Chicago/Romeoville, IL Eric Lenning Science and Operations Officer National Weather Service Chicago/Romeoville, IL

  2. Chicago Aviation Program Profile • 5 TAF sites, TRACON, ARTCC • Airport operations (snow removal, stranded passengers) • Wide range of users: GA to Commercial • Ops/Day: ORD: 2,425 MDW: 707 GYY: 84 • Chicago TRACON ~1.25 million operations/year • Numerous clubs/EAA Chapters/Flight Schools • Prime example of Decision Support Services

  3. Motivation • Mission Connection: • Life and Property = Safety • Enhancement of the national economy = costs/delays The FAA was not having its needs met and we did not have a solid awareness or understanding of those needs

  4. Communication • WHY? • Learn who customers are • Gain understanding of user needs • Identify problems and challenges • HOW? • Visits…lots of visits • Forums • Workshops

  5. Communication • FAA visits • Towers • TRACON • ARTCC (CWSU) • Airport Operations • ORD CityOps monthly meetings (City, FAA, Airlines) • Two user forums • Briefing calls/Telcons • Internal communication WFO <-> CWSU

  6. Investigate/Brainstorm/Develop • Based on expressed customer needs • Address problems/shortcomings • Identify measurable goals • Prototypes/Demos? • Fits within your ability to generate product/service…can you expand your abilities?

  7. Training • Forecaster training to convey: • Awareness of user needs • Forecaster expertise • Techniques for delivering products/information • User training to convey: • How to access and use products and services • What a product is telling them • Limitations of a product

  8. Forecaster Training • Seasonal workshops • Best practices/lessons learned from events • As-needed for new procedures/products

  9. User Training • In-person with traffic managers, dispatchers, airport operations people • WFO and CWSU can address user specific needs • Recorded training • Raise awareness on available products • Highlight how to best use and interpret forecast products

  10. Continuous Evaluation and Improvement • Post-event analysis • Understand how the forecast impacts customers • Understand how the weather itself impacts customers • Assess forecast performance/skill • Measures of success/metrics • Are you meeting user needs? • More communication!

  11. The Process Continues

  12. Continuous Evaluation and Improvement • What can be done to ensure the product meets user needs if it does not? • How can we more efficiently produce the information? • What have we learned from past events? • Best practices, forecast techniques, conceptual models, forecaster guidance • more training? *This has become the foundation of our evolution*

  13. Another Simple Example Customer Needs → Measurable Goals → Products and Services • FAA shares a concern about delays when having to flip the airport to a different configuration due to changing wind direction. • NWS creates “Wind Shift” metric to track POD and Lead Time for such events. • New/Refined Products and Services: • More specific/frequent TAFs and AFDs • Calls to FAA facilities

  14. O’Hare Wind Shift Metrics

  15. In Summary • This is a continuous cycle • Communication is critical • Ultimately this process has led to much more effective relationships

  16. The Evolution Continues… • Another customer forum • Feedback on the Winter Precip Outlook and Thunderstorm Probabilities • On-Site TRACON support for significant events? • Evaluate event reviews to refine best practices and develop improved forecast methods/tool • Gridded aviation • Provide guidance for non-TAF airports • Develop tools that utilize conceptual models from event reviews, forecaster analysis, and numerical guidance • The Marine Program

  17. Another Metric: Customer Satisfaction "Lake Michigan causes things to change, more dynamically than other parts of the country.  Our meteorologists seem to be pretty on top of that.  The working relationship is a very two way street both learning from each other." - ARTCC STMC, Kevin Freidlein I’m really happy to see the NWS attending the [FAA Customer] Forum. They have been committed to delivering new services and are looking for opportunities to improve the communication of weather information that will enhance the decision-making process. - Tim Matuszewski, Sr. Manager Air Traffic Services, United Airlines “…can't get over the change in the CWSU. Every couple weeks they've got something new for us to look at.” - ARTCC Manager Bill Cound Two phone calls to thank the aviation forecaster for a heads-up phone call on June 29 storms that developed and moved into the terminal vicinity. “The information really helped us out.” - Jay and John, O’Hare ATCT.

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