sis general update - international air transport association · sis general update ... companies...

World Financial Symposium 2016

SIS General UpdateAdina MINCULESCU

Assistant Director, Integrated Settlement (IS)

21st September 2016


Agenda SIS General Update SIS Service Level Performance SIS User Satisfaction Survey

25th SIS General Meeting - 21 September 2016 2


SIS Agreements

3

MembershipCategory

Agreements

ISPA Airline 376

ISPA Supplier 108

ISUA Airline 1

ISUA Supplier 96

TOU 1,343

E&F 78

IATA Offices 12

TOTAL 2,014



Transaction Summary

4

USD Value (in Bill) ‐ 2016 vs 2015 Count of Invoices ‐ 2016 vs 2015



SMIs in total SIS throughput

5

• SMI ‐ I: Settlement through the ICH using the RAM rules.

• SMI ‐M: Inter clearance settlement of a billing from an ACH member to an ICH member using RAM rules. It could also be a billing from an ACH member to another ACH member using RAM rules.

• SMI ‐ A: Settlement through the ACH using ACH rules.

• SMI ‐ B: Bilateral settlement using RAM rules.



Billing-Billed



Governance - Changes to the system Who can vote for changes to the service or to the Participation Agreement?

Companies signatories of ISPA that are submitting and receiving invoices through the service

What happens to system changes that have been passed by a vote? They go to the SIS SG for prioritization, and confirmation on funding availability once IATA

has determined the implementation cost Will all voted changes be implemented?

Not necessarily. If they are too difficult or expensive to implement, they may be de-prioritized by the SIS SG.

Also, the meeting cannot vote on items that are outside its jurisdiction, such as legal or policy matters, nor cause IATA to act contrary to Board decisions.



SIS Support Contract SIS Support and Maintenance Contract renewed this year

New contract signed with same supplier – Accelya Kale New infrastructure with optimized design

Migration to new infrastructure – 9 April 2016



SIS Audit SIS Steering Group requested IATA to get an SOC2/SSAE16 certification for SIS Internal audit pre-assessment – August 2016, after migration to the new infrastructure Full external audit for SOC2 certification planned in 2 phases:

Period of audit - 6 month of running on the new infrastructure: July – December 2016 Phase 1 – November 2016 – preliminary review Phase 2 – January 2016 – final review Report expected early March 2017

SOC 2 audit budget: 2016 US $ 15,000 and for 2017 US $ 23,000



2017 Budget and Forecast SIS is a full cost-recovery service Following the SG endorsement, the surplus/deficit amounts will be shared between all

participants proportionally to the total paid in the relevant year 2015 SIS Surplus refunded in P4 July 2016 –> USD 45,997 for 465 participants – ISPA

signatories Revenues realized in 2016 funded the enhancements of 2016

Rel. 1.8 in May 2016 Rel. 1.9 in November 2016

In 2017 for the results of 2016 there may be a situation of recharge to the industry US $ 300,000 estimation – includes one time fees and ongoing fees



SIS Service Level Performance and Annual Survey Results



Agenda Introduction System Availability File Processing Query Management Issue Management SIS User Satisfaction Survey



Introduction IS Participation Agreement – Attachment E outlines four areas

covered under the service level agreement System Availability File Processing Web Response Query and Issue Management



How Performance is Measured System Availability

Measurement is calculated based on the the number of hours the system is available in a month

File Processing Measurement is calculated based on when a file is received and when it has finished processing

Web Response Times Measurement is calculated based on when an IS-WEB request is received by the system and when the

response leaves the system

Fault Reporting and Clearance Measurement is based on the number of hours a reported fault remains open



System Availability SIS must be available on a 24hour, 7 days per week basis, with a system uptime averaging 99.5% on a rolling annual average.

Total System Uptime (Jan to Aug) = 99.08% System Uptime Excluding Planned Downtime (Jan to Aug) = 99.93%

Month Planned (hours)

Unplanned (hours)

Total System Uptime System Uptime (Excl Planned)

January 6.5 0 99.13% 100%

February 1 0 99.86% 100%

March 4 0 99.46% 100%

April 15 0 97.92% 100%

May 7 1.6 98.84% 99.78%

June 7 1.72 98.79% 99.76%

July 0.67 0.58 99.83% 99.92%

August 2 0 99.73% 100%



File Processing IS-IDEC and IS-XML files received without error will be processed within six (6) hours.

Month Files Processed within 6h

Files Received without Error

Performance

January 20,089 20,096 99.97%

February 21,609 21,611 99.99%

March 21,346 21,348 99.99%

April 21,599 21,600 99.99%

May 22,014 22,014 100%

June 21,391 21,391 100%

July 21,577 21,577 100%

August 22,956 22,957 99.99%



File Processing IS-IDEC and IS-XML files received with error will be processed within four (4) hours.

Month Files Processed within 4h

Files Received with Error

Performance

January 643 644 99.84%

February 459 459 100%

March 766 767 99.87%

April 427 427 100%

May 863 863 100%

June 865 865 100%

July 450 450 100%

August 841 841 100%



IS-Web Response Times Online entry other than for report generation or file transfer should receive a response within 3

seconds in 80% of requests

Month Web Response within 3 sec

Total Web Requests Performance

January 5,017,820 5,177,386 96.92%

February 4,901,826 5,031,966 97.41%

March 5,365,086 5,549,632 96.67%

April 4,607,821 4,666,967 98.73%

May 5,357,807 5,422,499 98.81%

June 5,397,808 5,459,321 98.87%

July 4,568,487 4,632,481 98.62%

August 5,115,980 5,251,297 97.42%



Query Reporting and Clearance Table of queries reported by month and severity handled within SLA

Month ShowStopper

Major Minor Trivial Total within SLA

Performance

January 0 0 278 1 279 279 100%

February 0 0 273 2 275 275 100%

March 0 1 380 0 381 381 100%

April 0 0 382 1 383 383 100%

May 1 1 365 13 380 380 100%

June 1 2 345 7 355 355 100%

July 1 0 198 8 207 207 100%

August 0 1 267 17 285 285 100%



Fault Reporting Resulting in System Fixes Table of system faults reported between January and August by severity compared to total

number of queriesSeverity System

IssuesTotal Queries Percent of queries

resulting in a system fixShowstopper 3 3 100%

Major 5 5 100%

Minor 68 2,488 2.7%

Trivial 1 49 2.0%

Total 77 2,545 3.0%



SIS User Satisfaction Survey


SIS User Satisfaction Survey The SIS User Satisfaction Survey was sent to all SIS Users

Goal of the survey was to measure satisfaction on; Overall Satisfaction with SIS Satisfaction with SIS Customer Support Customer Effort Score (CES) Net Promoter Score (NPS)

The SIS User Satisfaction Survey was sent to 7,354 Users and received 500 responses Overall response rate = 6.8% Super User response rate = 25.5% (125 / 491) Normal User response rate = 5.5% (375 / 6,863)



SIS Overall Satisfaction We asked survey participants to consider their overall experience with SIS and rate their

satisfaction.

SIS received an overall satisfaction rating of 76%

Breakdown by User Type Super Users = 83% Normal Users = 73%



SIS Customer Support Satisfaction We asked survey participants to consider their experience with SIS Customer Support and rate

their satisfaction.

SIS Customer Support received a satisfaction rating of 73%




SIS Customer Effort Score We asked survey participants to consider how easy it is to interact with the SIS team.

SIS received a Customer Effort Score of 76%




SIS Net Promoter Score We asked survey participants to consider how likely they would be to recommend SIS to a

colleague or friend.

Based on responses, customers are categorized into one of three groups Promoters (9-10 rating) Passive (7-8 rating) Detractors (0-6 rating)

The percent of Detractors is subtracted from the percentage of Promoters to obtain the Net Promoter Score

Net Promoter Score can range between -100 (all detractors) to +100 (all promoters)



SIS Net Promoter Score Overall SIS received a Net Promoter Score of +24

45% were Promoters 33% were Passive 21% were Detractors

Breakdown by User type Super Users Net Promoter Score +47 Normal Users Net Promoter Score +16



Instant Survey Results



Thank You for Your Participation!Adina [email protected]

www.iata.org/sis


sis general update - international air transport association · sis general update ... companies...

Documents