Case study: Improving incident and workflow management at Canada’s busiest airport

The Greater Toronto Airports Authority (GTAA) operates Canada’s largest airport, Toronto Pearson International Airport, which pre-pandemic served over 50 million passengers annually. It facilitates 6.3% ($42 billion) of the province’s GDP and sits in the heart of the country’s second-largest employment zone.

Multiple agencies work together to ensure passenger safety, satisfaction and smooth operations across the sprawling airport. All operational and emergency communications pass through the airport’s Integrated Operations Control Centre (IOCC), which dispatches multiple agencies and organizations for multiple types of calls. The IOCC houses 11 separate entities working together, and the dispatch groups need visibility of incidents and shared resources.

Managing these operations in the IOCC, airside and across the terminals had become increasingly labour intensive. A lack of visibility into incidents and resources among teams can create confusion and delay response times. When the GTAA sought to increase this visibility, better manage resources and improve collaboration among all groups, it selected a suite of products from Hexagon to streamline multi-agency dispatching and improve incident and workflow management.

“Hexagon was an easy choice. Its leadership in the dispatch space is well known and understood.”

– Chris Mitchell, associate director of airport operations for the Greater Toronto Airports Authority

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