AIRPORT OF THE FUTURE: 
PREPARING SEA-TAC FOR THE NEXT 20 YEARS 
John Payne, Founder & Principal Consultant 
Pueblo Technology Group, Inc. 
jmp@pueblo.com 
Seattle Port Commission Roundtable     February 23, 2016

THE [FUTURE] SEA-TAC EXPERIENCE 
Business                  Leisure 
Based on flight departure time  passenger       Same 
sent updates on when to begin journey to
Sea-Tac 
All journey stops with times are provided and
updated
Based on preferences  public, private or both    Luggage picked at home 
used to pick up passenger at office, hotel,       Real time tracking of luggage to destination
home                         begins 
If private car is used  valet or garage
slot is provided 
Passenger proceeds through Check Point        Same 
with no wait based on their TSA Pre-Check
profile 
Sea-Tac concierge greets passenger after        Same 
Check Point to arrange any last minute
requests 
Sea-Tac concierge locates passenger in shop     Same 
to avoid missed flight 
ALL WITHOUT QUEUES AND WITH COMPLETE CONFIDENCE IN TIMES PROVIDED 
2                             Copyright  2016 Pueblo Technology Group, Inc. Copyright  2011 Pueblo Technology Group, Inc.

FLOW VISUALIZATION AND MANAGEMENT 

No queues 


Sensors
Everywhere 




3                             Copyright  2016 Pueblo Technology Group, Inc. Copyright  2011 Pueblo Technology Group, Inc.

THE PROBLEM(S) 
SEA-TAC NEEDS TO BALANCE MANY THINGS 
Ensure short term decisions are guided by the Century Agenda and vice
versa 
Business and Labor are working toward the same ends 
Clear understanding of the sustainability / environmental goals to ensure
implementation 
Growth and its consequences  what's acceptable / what's not

ONE APPROACH 
Standardize on a framework for mapping People, 
Processes and Technology / Infrastructure against External
and Internal facing constituencies 
What might that look like? 

4                             Copyright  2016 Pueblo Technology Group, Inc. Copyright  2011 Pueblo Technology Group, Inc.

PPT  PEOPLE, PROCESS AND TECH / INFRA 
Externally Facing        Internally Facing 
People    VRM  Vendor Relationship     Same  Employees are managing 
Management (not CRM)       Sea-Tac on-demand 
Passenger are managing Sea-
Tac on demand             Same 
Sea-Tac "Loyalty Program"   Same 
Everything is mobile              New skills needed 
Relentless self-service 
Process  VPD  Value Proposition Design    Same (Practice here first) 
Collaboration 
BSC  Balanced Scorecard 
Process Automation             Same 
Management by Exception 
Tech / Infra    IoT  everything's real time       Data-driven (aka Big Data) 
Seek out PPPs 
Focus on time and convenience
Always value opex costs higher than capex costs (30  50 year life) 
Pick Frameworks and make them your own 
5                             Copyright  2016 Pueblo Technology Group, Inc. Copyright  2011 Pueblo Technology Group, Inc.



QUESTIONS? 
JOHN PAYNE 
(415) 644-8315 
JMP@PUEBLO.COM 





6                             Copyright  2016 Pueblo Technology Group, Inc. Copyright  2011 Pueblo Technology Group, Inc.