Page 52 - Annual Report 2015 EN
P. 52
Financial Statements
With regards to revenue generation, IT&T expanded its Service Portfolio in the area of integrated
IT solutions via the offering of managed web hosting services in addition to data centre and disaster
recovery services to external counterparties and world-first cloud-based tools to the airport community.
Lastly, in November 2015 the IT&T Business Unit was certified against UNE-ISO/IEC 20000-1:2011,
rendering AIA one of the few airports worldwide certified for implementing an IT service management
system.
3. Corporate Responsibility
AIA practices Corporate Responsibility (CR) as a structured governance system that is based on
globally acknowledged standards and best practices. An annual CR action plan is implemented
focusing on selected material sustainability aspects that are essential for the CAIA and its stakeholders.
Those aspects are identified through a Materiality exercise carried out by the CR Committee with
representation across AIA’s Management. Through annual reporting and external validation of
disclosures by an independent assurance provider, AIA applies international best practices with respect
to validity and transparency of disclosures of governance, operational, environmental, social and
employee-related activities.
3.1 Operational Responsibility
During 2015, AIA continued pursuing its main goal to further enhance operational readiness while
maintaining aviation safety and airport emergency management preparedness. A mixture of classroom
refresher sessions and practical exercises and assessments including emergency exercises were
successfully organised with the participation of AIA and third party personnel.
As part of our continuous efforts to engage our operational stakeholders, in 2015 we organised trials
& exercises and provided ramp management related training courses in accordance with the Basic
Ground Handling Regulation. For the 8th consecutive year, with our contribution, OFC Aviation Fuel
Services hosted in May 2015 the IATA Fuel Quality Pool (IFQP) training a group of 20 inspectors.
Within the context of our 2015 activities for enhancing aviation safety, it is noteworthy that the
European project “PROSPERO” (Proactive Safety Performance for Operations) was completed
with AIA’s participation in Dublin, in October. The project refers to a European proactive safety
performance model and was presented and approved by EU and EASA.
AIA fully complies with legal and regulatory provisions for public health & safety. In 2015, 23 audits
were executed to ground handling, cargo handling, security, landscaping and maintenance companies.
Compliance is also ensured for airport fire-life safety operations and infrastructures and enhanced
through intensive training, purpose-specific exercises and audits.
3.2 Passenger Service Quality
The passenger satisfaction overall rating (Passenger Survey) was maintained at a slightly improved level
compared to 2014 (4.25 on a 5-point scale), a very positive performance considering the significant
traffic increase. The i-mind programme, the innovative engagement of all AIA’s employees as “virtual
passengers”, continued to serve as a service quality motivation tool with 999 walkthroughs in 2015
corresponding to over 65,000 checks.
AIA served an increased number of persons with disability and/or reduced mobility (PRM) in 2015
(127,276 persons, a 12.8% increase versus 2014). Aiming at continuously enhancing PRM services, AIA
hosted the refresher training for trainers on PRM issues in March 2015.
In 2015, AIA received a number of distinctions in recognition of the innovation delivered for the
continuous enhancement of service quality. AIA was honoured during the “2015 Cyta Mobile
Excellence Awards” with the silver award in the category “Innovative Mobile Application / Service”
for the i-mind programme. Also in 2015, AIA’s IT&T Business Unit won the Gold award in the 2015
Business IT Excellence (BITE) Awards for its implementation of electronic voting solution for the
“Return of the Parthenon Marbles”.
Financial Statements as at 31 December 2015 (Amounts in Euros unless otherwise stated)
9 of 56
With regards to revenue generation, IT&T expanded its Service Portfolio in the area of integrated
IT solutions via the offering of managed web hosting services in addition to data centre and disaster
recovery services to external counterparties and world-first cloud-based tools to the airport community.
Lastly, in November 2015 the IT&T Business Unit was certified against UNE-ISO/IEC 20000-1:2011,
rendering AIA one of the few airports worldwide certified for implementing an IT service management
system.
3. Corporate Responsibility
AIA practices Corporate Responsibility (CR) as a structured governance system that is based on
globally acknowledged standards and best practices. An annual CR action plan is implemented
focusing on selected material sustainability aspects that are essential for the CAIA and its stakeholders.
Those aspects are identified through a Materiality exercise carried out by the CR Committee with
representation across AIA’s Management. Through annual reporting and external validation of
disclosures by an independent assurance provider, AIA applies international best practices with respect
to validity and transparency of disclosures of governance, operational, environmental, social and
employee-related activities.
3.1 Operational Responsibility
During 2015, AIA continued pursuing its main goal to further enhance operational readiness while
maintaining aviation safety and airport emergency management preparedness. A mixture of classroom
refresher sessions and practical exercises and assessments including emergency exercises were
successfully organised with the participation of AIA and third party personnel.
As part of our continuous efforts to engage our operational stakeholders, in 2015 we organised trials
& exercises and provided ramp management related training courses in accordance with the Basic
Ground Handling Regulation. For the 8th consecutive year, with our contribution, OFC Aviation Fuel
Services hosted in May 2015 the IATA Fuel Quality Pool (IFQP) training a group of 20 inspectors.
Within the context of our 2015 activities for enhancing aviation safety, it is noteworthy that the
European project “PROSPERO” (Proactive Safety Performance for Operations) was completed
with AIA’s participation in Dublin, in October. The project refers to a European proactive safety
performance model and was presented and approved by EU and EASA.
AIA fully complies with legal and regulatory provisions for public health & safety. In 2015, 23 audits
were executed to ground handling, cargo handling, security, landscaping and maintenance companies.
Compliance is also ensured for airport fire-life safety operations and infrastructures and enhanced
through intensive training, purpose-specific exercises and audits.
3.2 Passenger Service Quality
The passenger satisfaction overall rating (Passenger Survey) was maintained at a slightly improved level
compared to 2014 (4.25 on a 5-point scale), a very positive performance considering the significant
traffic increase. The i-mind programme, the innovative engagement of all AIA’s employees as “virtual
passengers”, continued to serve as a service quality motivation tool with 999 walkthroughs in 2015
corresponding to over 65,000 checks.
AIA served an increased number of persons with disability and/or reduced mobility (PRM) in 2015
(127,276 persons, a 12.8% increase versus 2014). Aiming at continuously enhancing PRM services, AIA
hosted the refresher training for trainers on PRM issues in March 2015.
In 2015, AIA received a number of distinctions in recognition of the innovation delivered for the
continuous enhancement of service quality. AIA was honoured during the “2015 Cyta Mobile
Excellence Awards” with the silver award in the category “Innovative Mobile Application / Service”
for the i-mind programme. Also in 2015, AIA’s IT&T Business Unit won the Gold award in the 2015
Business IT Excellence (BITE) Awards for its implementation of electronic voting solution for the
“Return of the Parthenon Marbles”.
Financial Statements as at 31 December 2015 (Amounts in Euros unless otherwise stated)
9 of 56
