Heathrow Terminal T5

Information Systems Strategy Heathrow Terminal T5 and Cross Rail Service's


I have been asked to purpose a strategy that will help support an improved service delivery for a public sector organization which they are offering to the general public. The organization that I have chosen to do will be based on two aspects which are Heathrow Airport's new terminal that was recently built which is Terminal 5 as this is now a local issue that will directly affect the lives of the people who live in the city of London, and with the construction of project Heathrow Terminal T5 now done it will change how Londoners and foreigners all over the country will travel by cutting down time effectiveness drastically as well as increasing the level of frequency of flights flown from Heathrow Airport for all holiday and visitors, and creating business opportinunies for BAA so that it will be able to compete in the world with all the other airports in London and worldwide. The second bit I will cover is the London Crossrail Service which is currently still under development and will start its construction in early 2010 next year.

What is BAA Heathrow Terminal 5?

File:Heathrow T5.jpgFile:London Heathrow T5 AB1.JPGThe BAA London Heathrow Terminal 5 is an add-on airport terminal at Heathrow Airport which is located in the borough of Hillingdon which has been designed by BAA so that it can handle up to 35 million passengers flying in and flying out a year and which serves the city of London by acting as a hub by BAA between terminals 1-4 so people will be able to move from terminal to terminal more efficiently and quickly for people to get to their destination flight areas.

Who Funded BAA Heathrow Terminal 5 Planning and Construction

Construction for the newly built Heathrow Terminal T5 started out on November 20th 2001 when the plans and construction methods where approved by the secretary of state after the longest public inquiry that had ever hit Britain and last up to 46month. After it had been approved research was then carried out on what it would be like to have another Terminal added to Heathrow and the research for T5 was led by Dr Andrew Davies along with other members of the research team including some People from the University of Brighton and the research only for T5 was funded by the EPSRC Innovation Studies Centre, Innovation and Entrepreneurship Group and Tanaka Business School. Once the research had been completed the construction for the actually airport went underway in September 2002 which consisted of two major phases. The planning process which in itself cost an extreme around of nearly £63,000,000 million over the period of the 14 years that they were planning and construction of the terminal which resulted in total to a £4.2bn which most of the funding came from BAA over the years. The Terminal 5 had a very large infrastructure project which resulted in involving over 60 different contractors to be involved in the project all of which can be found at http://www.airport-technology.com/projects/heathrow5/, 16 other major projects to be done along with 147 sub-projects on a 260ha site which made them realise if they were to finish the terminal in time and within the budget they would have to have a unique approach method.

PESTEL Analysis Diagram for Terminal 5 and BAA

This PESTEL diagram below is an analysis on BAA Heathrow's Terminal 5 and helps highlights and points out all the key driving points in the service which either is going to change and have a dramatic impact on the success or failure of the BAA airline industry

Technological Factors


This sWoT is For BAA and Heathrow and analysis there current Strength's, Weakness, Opportunities and threats.


Another method of analyzing BAA that I am going to be using is Anthony Triangle because this is a method approach that takes a hierarchical view and looks at the information on what is needed.

As you can see from the triangle it is separated into 4 different layers which are Operations Knowledge Tactical and a Strategic Planning and all these layers show an indication of what sort of things BAA do at each level towards the construction of Heathrow Terminal T5.


Here is the Must Have's, Should Have's, Could Have's, and Won't Have's That BA could have for the organization and for the airport it's self

From the diagram you can see there is a fair amount of things they could have and they should add to their system they got currently now to improve their service

BAA Company History

http://www.sharkbait.co.uk/frontstories/front_images/British_Airways.jpgBritish airway plc. or BA was formed on the 1st of September 1974 through a nationalization party which was run by the labour government and the airline originated from two large London based airlines, BOAC(British Overseas Airways Corporation) and BEA(British European Airways) and two small regional airlines by the names of Cambrian Airways in Cardiff and another airline formed in the Northeast of London which is Newcastle upon Tyne. it is a national airline service better known as a flag carrier service in the united kingdom and around the world and it is one if not the largest airliners based in the UK for services that do international flights to international destination to such places like GHANA USA JAMAICA and many other exotic locations. It also has a second HUB in the United Kingdom which is London Gatwick Airport which handles all BA flights overseas from Heathrow airport.

History of Heathrow

London Cities Heathrow airport is the largest airport in the United Kingdom and by far the busiest international airport in the world as it has a flight service that carries round about over 68- 70 million people to international destination like some of which I have listed above in the history of BAA history section above. And it carries over 1.3 million maybe more tons of cargo to different airports and international destination every year. Heathrow first got its name from the hamlet which was rural settlement out in the open that was demolished and crushed to make way for the construction of the Heathrow airport, Heathrow was original right in the heart of the airport site that was built right near what we now know as the site of the Terminal 3 building infrastructure.

he Heathrow airport first came into this world round about the 1930s when it started out as a surplus tent small grass airfield which was used by the army and was privately owned by Fairey Aviaton Company, its actual name was the Great Western Aerodrome that was near the Heston and Hanworth Park airfields region where they used to test fly commercial plane flights and assemble aircrafts. By the 1940s it was stated and requisitioned by the Air Ministry of the British government that London needed an more up to date modern technical equipment at the site which was partly built which was the airport on which one runway was ready for use when the Ministry of Civil Aviation had taken over the project in the late 1940s and the newly anticipated tented terminal was built which opened a whole new chapter began for Heathrow. By the late 1940s (1947) they had already built three runways that had been completed for the airport and a new building arose in the start of the 1950s to replace all the tents they had been using. Since the production of the terminal the traffic had boosted up the airport status and demand for more passenger facilities in the airport which lead to the creation of Terminal 2 (T2) which was the tunnel which provided access to the main road which served as the link to Heathrow's central area. A few years later in the late 1970s the new Oceanic Terminal now known as terminal 3 today is used for handling and transporting long-haul carriers from one place to another. During the time of terminal 1, 2 and 3 a lot of Congestion mounted up in the central areas which lead BAA to creating a fourth Terminal in the late 1980s on the south side of the airport which was a 10 to 20 minute transfer from the center of Heathrow. As of today London Heathrow International Airport has a very reliable railway service and road access support to the airport which is able to link London and other parts of the country to the airport. In 2001 Heathrow airport had received approval from the government to build yet another passenger terminal which is now known as Terminal 5 in which the construction of which started in September 2002. Terminal 5 was opened in March 2008 for business but will not be fully truly completed until sometime in 2011.

Third Runway (what is the 3rd runway)

In 2008 BAA were thinking of improving Heathrow International Airport by adding a Third(3rd) runway to the existing two runways in order to increase the number of flights by at least 500 or more done from this airport a day. Below shows how they set to expand Heathrow reviling that they may add a sixth terminal to existing 5 Terminals.

As you can see from the image of the airport expansion to the left the red area indicates the expansion area showing where third runway is going to be along with a 6th terminal which they both want to have done by their opening time in 2017 but in order to do so they reckon they will need to impose a new pollution charge law on old lorries, coaches and buses so that this will allow the airport to meet the new environment guidelines they want to introduce to help reduce pollution in the air. This will affect the local community residence in the area because up to 700 people along with a few business who live and operate in the area near Heathrow could be left homeless as they will be evicted from their homes and offices as they will demolished for them to make the required space necessary to start working on and constructing the new extra third runway along with a new 6th terminal. It will also affect and cause additional misery for the people living in the west London area because the new runway is not expected to be fully operational till 2017 this will mean they will have to alternate all the flight pattern for the two existing runway which will lead them to have to increase the number of takeoffs and landings that they will be doing which will induce a level degree of noise from the newly changed flight landing pattern at 3pm and will annoy the residence but they hope it will increase the number of people's flights by 60,000 a year. It will also affect the global economy because adding this new change will harm the environment by emitting nitrogen dioxide emissions into the air. I got two staff member's views from Kingston University (Holly Rook, Anne Williams) on the third run way and other aspects of the report but personal it won't benefit me as an individual because I don't really travel out on plane much and it will hurt and destroy the lives of other people and their families so I don't think they should build the new third Runway.

Problems at Heathrow at T5

Here are listed just some of the problems that are associated with the opening of Heathrow Terminal 5:-

Congestion problem – this happens because the car park in Heathrow gets too full up from people just dropping somebody off and holding up the queue for cars that actually want to get park so they can go on holiday or their isn't enough care park spaces so they would have to wait until people had gone to get into the car park which ended up creating a long queue for people waiting to use the car park and for people on the bus even longer because they got caught in all the traffic which resulted in people being late for their flights which means they have to delay the flights so they can get checked in and then broad or flights even being canceled.

Baggage Problem – this a problem which happened due to the failure of the baggage system which resulted in over 900 going lost in a day from transferring bags from one terminal to another terminal.

Flight problems – because of the loss of bags from the faulty baggage system and transferring them over from terminal to terminal this resulted in them having to cancel flights or even delay flights so that they were able to find the missing bags for their owners.

STRATEGY PROPOSED (Oyster Card System Strategy)

The strategy that I am prosing to BAA is a strategy to improve the current service that they already have which is to add the Oyster Card system sometimes referred to as the Smart ticketing system to their Heathrow Express Service because I personally think this oyster system method is extremely important element to the public transport network and I think it would be an excellent idea to integrate the system from the stations that run the service which is only(LONDON PADDINGTON) at the moment but they extending the service by using the new cross rail system being built. This strategy to integrate the system would be of significant value and benefit to BAA customers and all other customer passengers because it is very clear and self-explanatory to the passengers because they will find it quick and easy to use and will save them time because all they have to do is top up the oyster with the required funds to get to the station on the Heathrow service and for the company it can open up potential value for train journeys and the train service and Heathrow Airport because it will bring in extra profit and customers to the airport.

What is Crossrail?

The Crossrail is one of London's biggest projects which started in 2008 by the Royal Assent when it was handed over to the Crossrail Act in July 2008 giving Crossrail Ltd the authority to build the railway network in London. All the Preliminary works have already started and are underway continuing all through during 2009 and it will start its main construction in 2010 and it is to build a high speed frequency railway connection link which will be established and accessible under central London and South East London. The new Crossrail link station will have two route selectors and will based around two of London's stations one of which London Paddington which will use an east-west tunnel to access the Crossrail link network all the way to be able to access Liverpool Street station. The second route selector it will have is use the underground line which is the Chelsea-Hackney line which is a secured protected underground railway line service that operates from south-west London to north-east London. It will come into full operation use when it is built for 2017 and will make travel to from the Mainhead station and Heathrow Station to link Heathrow airport (Terminal 4 ) for people who want to travel to Heathrow to go on holiday, which will then travel to the west end of London, then the city of London linking in Canary Wharf then on to Shinefield and Abbey wood which are in east London To make travelling in the region easier and quicker so people traveling to their destinations on those lines like



West Drayton

Heathrow Central and many more other stations on that line will get their more efficiently and promptly.

It is reported that this service will hugely affect the economy and will deliver economic benefits to the people in London, the South-East of London and All over the United Kingdom and will Cost them at least £36 billion pounds for the overtime of the whole project.

Cross rail uses oyster system which is what my strategy to BAA is all about they should use this system on their Heathrow express railway line because it will be cost effective and will save them money when trying to implement the system into their integrated network and will also be very beneficial to their customers who travel to their station because about 40 -50 % of London's population own an oyster and with students owning an 18+ oyster and if they travel a lot of the time

Will The Crossrail benefit me in the long run?

The New Cross rail system being built Will Not Benefit me when it is released and ready to be used because I would still have to spend more money traveling to the station where the cross link starts and interchanges which will be out of my because I live in south Norwood and the cross rail system will start from London Paddington Connecting Liverpool Street station, so I would have to travel to one of these station just to use the cross link when I can simply just use the National rail system and get to my destination, let say I am traveling to Heathrow Terminal 5 for example the route I would normally take is this

Step 1

Step 2

Step 3

Step 4 –Final Step

As you can see from this diagram above I have done this would be the route I would have to take to get to Heathrow Terminal T5...i would have to go from my station which is Norwood Junction since I live in south Norwood then I would go through all those station stops like Forest Hill in the Step 1 diagram etc. right through ill I get to London bridge then once I get to London Bridge I will have to change and go through the underground and get the Jubilee Line from London Bridge to Baker street as shown in Step 2 then from Baker street I would change on to the Bakerloo line to go Paddington national train station. Then from London Paddington grab the national rail service to at Heathrow terminal T5, This is the route I would have to take if I were to only used the National Rail Service but if I was to take the new Cross Rail system being built in 2010 and opened in 2017 this would be the route I would go

Step 1(Norwood Junction – London Bridge)

Step 2 (London Bridge –Bank)

Step 3 (Bank – Liverpool Street)

Step 4 (Liverpool Street –Terminal Central via Cross Rail)

Or the next alternate step is below

Step 4 v2 (Liverpool Street –Terminal 4 via Cross Rail)

Another third alternate route to cut out stations from Liverpool to Paddington is to go to Paddington station or Bond Street first but as you can see from the two diagrams it would be extremely quicker if I were to go with National Rail and not use the new Cross Rail System being built because this would mean I would get to my destination quicker saving me time, money and effort without having to go through so many other different stations just to reach my destination.

Conclusion to Strategy

in conclusion I would not benefit for the new Heathrow Terminal 5 since I don't travel alot nor will I benefit from this new cross rail system like most people who live close to Paddington or Liverpool street or any other station where the cross rail interchanges on the network. And this is only one of the many strategies that BAA can take into account use to improve their services on the trains going to Heathrow and at their airport.

What I learnt from doing this whole coursework is how the transport network in London actually works and functions and what types of world events that are going on round the world to help improve the transport system in London. I also learned about how to understand and make a strategy for an information system for a company based on what sort of information they provide you and integrate the strategy into the company, I also learned some new methods of how to access and look at information using the Anthony Triangle Method along with others such as Porters Chain taught by a part time teacher Chris Head who works in the field and understands its concepts which of some such as Porters Chain I didn't use in the Report but understand the method and knowledge behind how it works.

The things I found difficult from doing this report was actually obtaining the information for the Heathrow Terminal 5 and British Airways or BA for short and actually apply the strategic methods such as the

* Anthony's Triangle

* Porters Chain (Which I didn't use in the end)

* MoSCoW



Even after I manage to apply all the strategic technique's to Heathrow and BAA adding and incorporating such features as the cross rail system which is that new railway being built into the Heathrow line was quite hard even though it's got some routes out at the moment but it's still in the planning phase of development still and could be subject to change.

The Thing I would like to see in the future Development of Transport is the added Oyster strategy that I proposed to the Heathrow Express Line because like I said in the report I think it would benefit the people of London traveling to go on holiday because almost everywhere is starting to add the Oyster Cards method even though they still have support and still will for the tickets system still, it's cheaper and more efficient for people when traveling since they can top up there oyster online or at a train station or news agent and get to where ever they are going more quickly and efficiently without any hassle or inconvenience.

Team Performance

The Team that we had formed consisted of 4 members which are Oscar Ofori-Brown_K0719499, Gavin Williams_K0717742, Anthony Scott_K0718766 and Tiago Soares_K0726269. And we would usually meet to discuss as a group what we wanted to base our poster and coursework Idea on and after we thought about a lot of ideas we all deiced to do Heathrow Terminal 5 that was owned by British airways. We set up a wiki for us to post information on to the link for the wiki is http://informationsystemstrategy.pbworks.com. And on this wiki we would post our ideas. I and Gavin I Shared most of the work we had in the team of setting up the wiki and getting the contents to put up on the site and Anthony and Tiago did would contribute some of the ideas to the existing ideas that we already came up with.

All this information obtained in this report for the building and construction of Heathrow T5 follow the section 106 town house urban agreement.


Links Used in Report

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UNKNOWN. (2006). Chelsea–Hackney line. Available: http://en.wikipedia.org/wiki/Chelsea%E2%80%93Hackney_line . Last accessed 24th December 08:11:15am

Paddy Allen. (2009). Map of the planned third runway at Heathrow. Available: http://www.guardian.co.uk/uk/interactive/2009/jan/15/heathrow-third-runway. Last accessed 15th December 14:25:35pm.

UNKNOWN. (2006). Third runway to be built at Heathrow. Available: http://www.thisislondon.co.uk/news/article-23377492-third-runway-to-be-built-at-heathrow.do. Last accessed 4th November 12:00:32pm.

UNKNOWN. (2005). Heathrow third runway. Available: http://www.alwaystouchout.com/project/61. Last accessed 27 November 2009 18:45:50pm.

UNKNOWN. (2009). Manchester to get Oyster card system. Available: http://www.alwaystouchout.com/project/61. Last accessed 17 December 2009 13:54:20pm.

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UNKNOWN. (2008). London Heathrow Terminal 5. Available: http://en.wikipedia.org/wiki/London_Heathrow_Terminal_5. Last accessed 22nd December 20:05:00pm.

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Rook H. questionnaire on heathrow. 22nd December 2009.

Williams, Anne L. A.L. Completed questionnaire. 22nd December 2009.

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