Airport PRM*

The process for planning PRM resources was unsophisticated and did not take enough account of key variables in workload, resulting in service performance failures.

Our Solution

An Excel model that processes the flight schedule, applies task definitions/engagement standards and generates a PRM demand profile based on statistical probability analysis.

A roster visualisation tool that illustrates the current roster patterns and highlights times at which PRM demand exceeds rostered resource.

A guide to allow the tool to be updated with future rosters and embedded in the business.

Features and Benefits

Task profiles, generated from demand data, capture the wide variability in duration and resource requirement of PRM tasks, enabling workload to be realistically modelled.

Categorisation according to time of day, destination and airline, enables the likelihood of a specific PRM task to be determined more accurately for each flight.

An algorithm within the model enables the PRM staffing needs of a given flight schedule to be accurately determined and PRM agents rostered accordingly.

The model can easily be updated with new flight schedules or roster patterns as well as alternative task definitions/engagement standards.


The new model was incorporated into business as usual and successfully used to test the existing summer readiness plans, resulting in a more optimal roster pattern. Within a few days, a previously unforeseen spike in demand was successfully managed.

*Passengers with Reduced Mobility