2013 Winner Profile

Cleveland Airport System

Project Description:
The Cleveland Hopkins International Airport integrated six disparate communication systems to improve customer service and operational efficiency-a project that was designed and implemented in just nine months. The Converged Communications Project integrated a new flight and baggage information system that more easily tracks travel itineraries and travelers' belongings; an audio and visual messaging system that provides synchronized public address messaging for travelers; an expanded free public Wi-Fi system; a new private Wi-Fi system for personnel; an emergency communications system merging desk phone, cellphone and wireless radio; and a unified communications infrastructure that provides access to email, voicemail, fax, instant messaging, online presence and videoconferencing. This project delivered to travelers and airport personnel new functions as well as mobile access to mission-critical systems, fueling a 5 percent increase in customer satisfaction at the airport.
Project type:
Enterprise Architecture, Unified Communications, Videoconferencing or Telepresence
Business Functions:
Customer Service or Support, IT Operations
Business Goal:
Customer Impact
Mark Hogan, CIO
Ricky Smith, Director
Cleveland, Ohio
Government: State or Local (including Law Enforcement)
Revenue (2012):
$138 million
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