Force-Multiplying the System Operations Center
As someone who started their career at JetBlue in the System Operations Center (SOC), I understand the core function it plays at any airline. This year will mark my 24th year working in the aviation industry, and more than half of those years will have been in SOC roles. The SOC is near and dear to my heart, and I understand its pain points.
JetBlue Ventures focused its 19th innovation sprint entirely on further modernizing the SOC. JetBlue Ventures and the SOC team came together to improve communication tools, enhance data-driven operations, and explore automation and other new tech solutions. (Click here to read about our previous innovation sprint.)
The SOC Executive Sponsors with the Working Team volunteered their time and expertise to help spearhead this innovation sprint, which involved as much of the SOC team as possible in the process. The Flight Ops, IT, FP&A, and Airports teams also provided critical support to this sprint. The SOC’s participation and dedication throughout the sprint reflected the value they place on being open to new solutions while balancing their operational duties.
The SOC
Ensuring that the right crewmembers and aircraft are in place to run each of the flights every day requires agile coordination and fluid communication across departments and teams.
System Operations crewmembers manage the daily operations of the airline–including crew and aircraft scheduling and planning, dispatch, and maintenance control. Some teams monitor the operation as a whole, while others are focused on specific regions, flights, or equipment.
The SOC’s workflow is 24/7 with morning, afternoon, and night shifts. The SOC team is in communication constantly as they receive hundreds of emails a day to coordinate maintenance, flight delays, cancellations, and more.
Supporting SOC workflows
From Inflight to Airports, Dispatch, and Crew Services, finding tools that work for everyone and enhance productivity becomes paramount. The SOC is already on its way to modernizing the most complex systems which includes the Crew Management system.
The innovation sprint aimed to unlock the full value of the SOC team’s existing tech stack and address their pain points. The innovation sprint evaluated potential startup solutions for ease of use, seamless integration with existing systems, and speed and accuracy of real-time information, given the nature of SOC work.
The JetBlue Ventures team sourced startups according to three main themes defined during the brainstorming session:
- Communication and notification
- Business workflow automation
- Data access and internal information-sharing
These themes encompassed the startups that might enable the SOC team to be more seamlessly productive, enhance communications, and optimize their processes.
Modernization can’t stop
By leveraging the expertise of startups and internal collaboration, JetBlue’s SOC aims to overcome their pain points, unlock the full potential of their existing tech stack, and streamline operations. The innovation sprint is an empowering initiative that promises to support future enhancements of productivity, improve communication, and create a more agile SOC. Plus, working with the SOC team again through this innovation sprint was a joy, and JetBlue continues to do a remarkable job modernizing the SOC.
What’s next?
Our innovation focus for 2024 will be on AI! If you know of any AI enterprise tools from Marketing, People, to Airports please submit it via crew@jetblueventures.com.
