Michael Mitchell

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Michael Mitchell Chief IT Architect
Planner Qantas Airways Limited September
2003
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Qantas is the worlds second oldest airline
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One of the worlds leading long distance airlines
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International Network
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Domestic Network
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We operate in a sophisticated environment
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(No Transcript)
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Service Delivery is IT Intensive
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Aviation is an Extended Enterprise
Oneworld logo qantas/visa logo
Travel Agents
Alliance Partners
DistributionCompanies
Frequent FlyerPartners
Airport Agents
Security Border Controls
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Customer Information

• Identification
• Travel Agent
• Frequent Flyer Status Privileges
• Booking, Tickets, Itinerary
• Check-in and Boarding
• Security Border Controls

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Uses of Customer Information

• Operational
• Forecasting
• Marketing

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Operational Challenges

• Extended Enterprise
• International variations in Privacy Law
• Access by Security/Border Authorities
• IT and Networks

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Extended Enterprise

• Customer Information collected and used by
  multiple parties
• Used Operationally
• Mostly single transactions
• Information security the major challenge

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Privacy Law(S)

• Major consideration is use of personal
  information for marketing
• Tightly controlled access to lists
• Differing laws in major markets
• Resolved UK by offering transfer to British
  Airways Programme
• Manage similar law in New Zealand
• Elsewhere little if any EDM

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Access by Security and Border Authorities

• A more hostile security environment
• Post 9/11 increased security access
• Rules still being defined
• No two countries the same
• Drives considerable systems effort

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Advanced Passenger Processing

• Traveller applies for Electronic Travel Authority
  (ETA) prior to travel
• ETA contains traveller information required by
  Australian authorities
• Application form is on Internet
• At check-in airline matches truncated version of
  ETA against customers passport

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IT and Networks

• Increasing Security Threats
• Internet protocol (IP) Networks
• Standard Applications
• Drives Increased investment
• In IT and Network Security
• Improved Data Classification
• Guides appropriate IT Security Solutions
• Audit Program

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Qantas Governance

• Privacy Audit in 2001
• Privacy Statement
• Risk Management Process
• Partners and Suppliers
• Staff Training
• Information Technology Security

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Respect for Privacy is Ingrained in our Culture

• Customer Expectations
• Governance Policy
• Training
• Information Technology
• Brand and Heritage
• Safety, Security and Privacy

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