1. Disability Community Consultation Group 3rd February 2017

2. Set appropriate standards for the Special Assistance Service
Objectives for this Section
Work collaboratively with the disability community, alongside other airport stakeholders, to:
Set appropriate standards for the Special Assistance Service
Receive feedback on the service currently provided and identify any highly or poorly performing areas
Set out work already completed in improving the service provided and seek feedback on effectiveness
Outline future plans and consult on these changes to better meet the needs of the service users
Ensure regular consultation with the disability community takes place going forward and look to establish an appropriate forum and frequency for this engagement.

3. Consultation with Disability Groups Very Good
CAA Quality Standards Improvements
CAA Quality Standards
April to September 2016
Category
EDI Rank
Consultation with Disability Groups
Very Good
ECAC Waiting Times Performance
Good
CAA PRM Satisfaction Survey
Overall Result

4. CAA Quality Standards Improvements – Arrivals

5. Change in PRM Service Provider from Amey to Omniserv mid-March 2016.
Improvements in 2016
Change in PRM Service Provider from Amey to Omniserv mid-March 2016.
Recruitment of dedicated Special Assistance Service contract manager, employed directly by Edinburgh Airport, in June 2016.
Increased Ambulift fleet from three units to five operational.
Increased staffing levels and completely restructured operational management team.
Introduced three new minibuses and two ‘Aviramp’ Lite units.
Developed Access Guide and Assistance Journey Leaflets.
Introduced ‘Hidden Disabilities’ Lanyards and Pins.
Delivered new dedicated Special Assistance Reception within terminal extension area.
Implemented ‘Signlive’ Video Remote Interpreter service for deaf and/or without speech British Sign Language users.

6. Changing Places Toilet planned in Airside Terminal Expansion.
Improvements & Focus Points for 2017
Review and improvement of call points throughout the airport campus for passengers with reduced mobility to seek assistance more easily.
Changing Places Toilet planned in Airside Terminal Expansion.
Implementing ‘Signlive’ for our call centre contact process.
Rolling out mandatory Disability Awareness Training throughout the airport.
Delivering a greatly improved summer performance through proper allocation of service resources.
Summer recruitment presently underway for the special assistance team.
Achieving Autism Friendly Award and training the assistance team as Dementia Friends.
Continuing to provide our dedicated and specialised ‘Additional Needs’ service.

7. Feedback and discussion on:
Looking Forward
Feedback and discussion on:
Our current special assistance service performance
Our existing future plans for the special assistance service
What else you’d like to see from us?
Best way we can regularly engage with the disability community?