Improving Throughput of Schenghen Border E-Gates

Brussels airport comissioned RESULT to improve processes and staff-passenger engagement with E-gates.

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Our Lean Six Sigma experience meant that we could bring disciplined analytical skills to understand the root causes of poor performance and address them. Our approach included the following;

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• Technical analysis of gate performance to understand detailed transaction times and reasons for long transaction times

• Observation of passengers and how they interract with the gates i.e. passport scanners and the effectiveness of the guidance information 

• Interviews with passengers to see how they find the gate processes

• Engagement with the state police to see how they find gate performance and things that would improve life for them

• Observation of staff, assisting passengers and how their behaviour affects the gate performance

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Some of the solutions we delivered included;

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• Changing/imp[roving guidance instructions for passengers

• Changing the passport scanner for a more efficient version

• Creation of documentation to show airport staff how to engage with passengers (SOP's)

• Coaching of airport staff to ensure they operated in accordance with the SOP's

• Technical gate improvements (via the supplier) to improve performance

• Work with state police to ensure gates had up to date country certificates

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Great working relationship with airport staff and state police to improve performance.

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Throughput increases of c.60% by reducing individual average transaction times from 30s per passenger to 17s.

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Passenger queues were brought back to within SLA's