A Critical Incident Drill Based on Service Design to Improve Digitization Acceptance of Processes in Air Traffic Management an Organizational Test Conducted at Skyguide Involving an External IT Provider

Emmanuel Fragniere, Randolf Ramseyer, Patricia Bomme

Research output: Chapter in Book/Report/Conference proceedingConference contribution


The digitalization of business processes implies important changes in the organization of air traffic control companies. In this research, we have developed an original critical incident drill approach based on service design techniques combined with risk management. The aim is to take into account the co-production elements inherent to any complex service system and also the necessary interplay between explicit (information) and tacit (know-how) knowledge. The critical incident drill begins with a preparation where immersion episodes and modeling of new digital processes by the service blueprint allows to imagine coherent and coordinated interactions between human expertise, information system and any external IT provider. Once ready the new process is simulated in real size and conditions. Co-creation between stakeholders makes it possible to conduct a relevant analysis of the risks as well as opportunities for improvement. This approach has been used successfully by skyguide to test and implement new air traffic management digitalized processes.

Original languageEnglish
Title of host publicationProceedings - 2018 3rd International Conference on System Reliability and Safety, ICSRS 2018
Number of pages5
ISBN (Electronic)9781728102382
Publication statusPublished - 11 Apr 2019
Event3rd International Conference on System Reliability and Safety, ICSRS 2018 - Barcelona, Spain
Duration: 24 Nov 201826 Nov 2018


Conference3rd International Conference on System Reliability and Safety, ICSRS 2018


  • air traffic management
  • critical incident drill
  • digitalization
  • service design

ASJC Scopus subject areas

  • Safety, Risk, Reliability and Quality
  • Control and Optimization
  • Modelling and Simulation

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