Issue link: https://pros.com/learn/i/1527449
24 3.2 Delivery – rethinking the customer interactions for travel The Delivery space, or what is referred to as Service Delivery by some, Delivery Management by others, focuses largely on the new airport and travel-related customer processes. There is an aspiration that the new processes integrate processes and technologies to simplify customer identification such as IATA's One ID 3) . The aim of that programme, according to IATA, is to "streamline passenger journey with advance sharing of information and a contactless process at the airport based on biometric-enabled identification". That includes automating and digitising the admissibility of travellers on one hand while enabling contactless travel for the traveller on the other. Service Delivery is without doubt the least advanced of the four domains of this Offer and Order transformation. However, it is important to state that it has not been forgotten. At an industry level, there is a lot of activity among airlines and ground handlers. Indeed, airlines that we have been engaged with have included this in the scope of their discovery projects and in the design phase. For one airline, TiM recently completed a "Future of DCS" study study to explore when and how a transition to the new model could be realistic, and which pre-planning activities are necessary, along with the state of the vendor landscape in this area. Industry-standard APIs have long been in existence for communicating Orders to Delivery systems. They were developed in the mid-to-late 2010s by IATA, its airline members and strategic partners. Vendor products, on the other hand, remain at a low maturity level. Many airlines acknowledge this is not an area they would innovate in first, rather maintaining a transition state for the foreseeable future whereby today's DCS becomes Order compatible. 3) https://www.iata.org/en/programs/passenger/one-id/