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Airports Operations Process design Change management United States

Establishing the Airport Integrated Operations Center at a Major US Hub Airport

4
Distinct impact areas delivered across operations, data, stakeholders, and resources
Airport-wide
Change management and training program spanning all airport stakeholder groups
End-to-end
Delivery from current state assessment through go-live and knowledge transfer
The challenge

A major US hub airport sought to establish an Airport Integrated Operations Center (AIOC) to centralize and modernize how it managed day-to-day airport operations. The existing operational model was fragmented across multiple departments and stakeholder groups, with limited real-time visibility into performance data and no single coordination point for irregular operations or disruption response.

The airport needed a comprehensive approach that went beyond simply creating a physical facility. It required a full redesign of operational processes, governance structures, data flows, and stakeholder coordination protocols. At the same time, the initiative had to secure buy-in from a diverse set of internal and external stakeholders, including airlines, ground handlers, government agencies, and concessionaires.

M2P was engaged to design and implement the AIOC from the ground up, covering everything from current state assessment and process design through change management, training, and go-live support.

Our approach
01
Current state assessment
Mapped existing operational processes, data flows, communication channels, and stakeholder touchpoints across the airport to establish a comprehensive baseline.
02
Process design
Designed integrated operational processes for the AIOC including standard operations, irregular operations response, escalation protocols, and performance monitoring workflows.
03
Project & risk management
Established governance structures, managed interdependencies with concurrent capital and technology programs, and maintained a comprehensive risk register throughout delivery.
04
Change management
Developed and executed a stakeholder engagement strategy spanning airlines, ground handlers, government agencies, and airport staff to drive adoption and alignment.
05
Training & knowledge transfer
Built and delivered a comprehensive training program for AIOC staff and stakeholders, ensuring operational readiness and long-term capability transfer.
Outcomes
Streamlined operations
Centralized operational coordination through the AIOC, replacing fragmented communication channels with structured, real-time processes for both normal and irregular operations.
Improved data transparency
Established integrated data feeds and dashboards providing airport-wide situational awareness and performance visibility to all key stakeholders.
Improved stakeholder coordination
Aligned airlines, ground handlers, government agencies, and concessionaires around shared operational processes and decision-making protocols.
Resource optimization
Enabled proactive resource deployment and workload balancing through improved data visibility, reducing reactive firefighting and operational inefficiencies.
Services delivered
Business Redesign & Transformation Project Management Analytics & Modelling Process design Change management Training & development Risk management Stakeholder engagement
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