Passenger service system (PSS) migrations are a necessary evil for airlines experiencing significant growth;
passengers' expectations continue to grow, airline executives' aspirations need to be enabled, older PSS
platforms simply cannot satisfy the demand. A PSS migration is not for the faint-hearted; while for some
change programmes it is possible to go home at night and leave the day-job behind, a PSS migration is
something one lives - in 2014 our client employed 15,000 staff, and transported 15 million passengers,
failure was not an option.
In 2011 a world-class international middle-eastern airline decided to migrate to a new PSS platform.
ICIFM was contracted to head the migration programme due to our previous experience in this area (see
After initially building the programme team from 5 to 250 seconded staff and contracters over a four-month
period, ICIFM drove the programme to its successful conclusion 12 months later.
ICIFM established a matrix structure consisting of 12 sub programmes, which represented a total of nearly
100 projects. We introduced weekly reporting which was quickly adopted in other parts of the organisation
(even amongst the initially cynical) due to its obvious effectiveness in providing visibility of progress
and control of direction.
ICIFM pushed the programme forward, maintaining a tight, lean structure with deadlines and milestones
that were sacrosanct. A robust risk management process provided early notice of potential risks and issues,
as well as recommended mitigating actions for each - while focus on the maintenance of a highly energised
programme management team ensured no-one 'fell asleep at the wheel'. Decisions were timely as the
programme management team were empowered to specific thresholds, beyond which access to the highest
levels of management within the airline was guaranteed and instantaneous.
The PSS migration took place successfully on quality, on budget, on time, and the airline has been moving
from strength to strength ever since. A number of testimonials (please look here)
are from the client and members of the team on this particular programme.