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JetBlue Airways

JetBlue Airways books Windows XP Professional for efficiency, reliability, and security.

Published: December 2001

To maintain its high level of customer satisfaction and build even higher levels of operational efficiency, JetBlue Airways implemented Microsoft® Windows® XP Professional for all its users. The remote support, easily customizable interface, and user migration tools enabled the airline to implement Windows XP Professional without additional training and support a widely distributed work force with a small IT staff. In addition, JetBlue expects that the improved reliability and security features, such as support for Smart Card logon, will enable it to maintain a reliable, more secure environment for all users.

Situation

JetBlue Airways took flight on February 11, 2000, from New York City to Ft. Lauderdale, Florida. Nearly two years later, it serves 18 cities across the United States with a fleet of new planes equipped with roomy, all-leather seats, each of which features free LiveTV satellite television offering 24 channels of DIRECTV. The airline not only reports a profit in its second year of operation but also has received several customer-service-related awards. It earned the highest scores of any airline in the Conde Nast Traveler 2001 Business Travel Awards and was ranked #2 Best Domestic Airline for comfort and service in the 2001 Zagat Airline Survey.

Those kudos come as a result of a unique low-fare, low-cost business model that combines superior operational performance with the friendliest service in the industry. To achieve all those objectives along with profitability, JetBlue places a strong emphasis on technology. “One of the things I promised my bosses when I came on board was that we would always be the most technologically advanced airline in the sky,” says Jeff Cohen, Vice President and Chief Information Officer. “But one of the caveats was that we would never buy technology just for the sake of technology, but rather to improve our efficiency and customer service.”

The airline operates 24 locations in 18 cities, with 2,100 employees. The majority of those employees—from the reservations agents to office workers to pilots—have desktop or portable computers.

JetBlue’s 500 reservations agents work out of their homes within a half-hour drive of the JetBlue Reservations Center in Salt Lake City, Utah. The Reservations Center has 100 seats for training new reservations agents and also houses the IT staff. JetBlue reservations agents connect to the host reservations system over 56K dial-up lines and use voice over IP (VoIP) connections to interact with customers. The IT staff supports reservations agents remotely by phone. And when the agents have a hardware problem that can’t be resolved over the phone or they need to upgrade the operating system or application, they take their removable hard disks to the Reservations Center to be reimaged or exchanged for new disks.

JetBlue pilots all carry notebook computers, which hold the required flight and air safety guideline manuals. JetBlue is the first airline to equip its pilots exclusively with electronic versions of these manuals rather than with hard copy versions, so the reliability of the operating system is critical.

All of JetBlue’s client computers had been running the Microsoft Windows 2000 Professional operating system since the airline’s inception. However, in its quest to maintain the highest level of efficiency and security, the JetBlue IT staff looked at moving to the Microsoft Windows XP Professional operating system.

The chief factors driving the company’s interest in Windows XP Professional were its reliability, security, and remote support capability. Reliability is crucial for all operations from ticketing to the pilots’ flight procedures. Remote support enables the airline’s three-member IT staff to support 900 portable and 600 desktop computers in 18 cities. “Even though we have only 2,100 employees, we are growing by about 1,000 people a year,” Cohen explains. “It’s important for us to be able to reach out to people and give them help. We believe that the new tools in Windows XP give us a little bit more consistency in our IT support environment.”

In addition, in the wake of the events of September 11, security is a big issue for every airline. JetBlue is looking at a variety of solutions and expects to take advantage of the Smart Card capabilities in Windows XP Professional to control door access at its airport and other sites.

Solution

To support a rapid implementation of the new operating system, JetBlue contacted Microsoft Consulting Services (MCS) who recommended that JetBlue join the Microsoft Windows XP Professional Rapid Adoption Program (RAP). Through that program JetBlue with the assistance of Microsoft Consulting Services began testing the beta 2 version of Windows XP Professional about two and a half months before the product’s release to manufacturing (RTM) code was available. In this way, JetBlue could check the operating system’s compatibility with the company’s applications and develop a deployment plan with the help of MCS.

When the RTM version of Windows XP Professional was released, JetBlue deployed Windows XP to all its corporate operations (except for the finance group) and airport locations simultaneously. (Because of year-end considerations and the requirements of specialized applications, the finance group will be moved to Windows XP Professional in Q1 of 2002. The deployment team used the Files and Settings Transfer Wizard to move user profiles to a server, wiped clean the hard disks, and reloaded the new Windows XP–based image and applications. At the same time, the team upgraded the Reservations Center’s 100 desktop computers in Salt Lake.

The deployment team used Image Cast to create approximately 15 images that included Windows XP Professional, Microsoft Office XP Professional, and additional applications specific to the users’ job functions. The images were installed on servers in all 18 cities that JetBlue flies to, in the Kew Gardens, New York corporate offices, and in the Reservations Center in Salt Lake City, and were then downloaded automatically to desktop or portable PCs.

The images ranged from 1.4 GB for a standard user to 3.0 GB for a pilot’s notebook PC, and took between 15 minutes and a half hour to install. In fact, JetBlue was able to deploy the images, including Windows XP Professional and applications, to 600 desktops in five days. The migration tools made it possible to move the user profiles, so the deployment team could refresh the desktop and retain each user’s settings, which was not possible in the past. Not having to reinstate the customizations that users had made to their Windows 2000–based desktop saved an hour or two per desktop.

The 500 reservations agents upgraded their systems by bringing the removable hard disks to the Reservations Center for reimaging. With Windows XP Professional, the reservations agents dial into a Cisco 5300 router, which connects them to the Hewlett-Packard 3000 computer running the Open Skies reservations system and connects their IP phones to the network. When a call comes into the JetBlue reservations line, it is routed to the next available agent, who handles the call using VoIP.

As of mid-November 2001, JetBlue had installed the new operating system on a total of 750 computers, including all of those for airport operations and many for the reservations agents. The next phase of deployment is to pilots, engineers, and the finance group, which will be started in January 2002. JetBlue is also involved in the Joint Development Program (JDP) for Microsoft Windows .NET Server and will be rolling out beta 3 of that system to test servers in December.

Flexible interface eliminates training time

To be consistent with the company’s commitment to increasing efficiency through up-to-date technology, JetBlue executives looked closely at the impact on its work force productivity of changing the operating system. The company evaluated the benefits of a change in terms of support time and the length of the learning curve. “With Windows XP that simply wasn’t an issue,” Cohen says. “You could set up Windows XP Professional to look exactly like Windows 2000 Professional if you wanted. If you use the new interface, it really doesn’t take much effort to find the same programs that you used in the past. One of the big selling points for the executive team was that there would be no costs for training current users to run the new operating system.”

Increasing efficiency while keeping IT costs down

With 500 reservations agents in Salt Lake City, and an additional 1,600 employees spread out across the country, the JetBlue IT staff of three has its work cut out for it. The Remote Assistance capabilities in Windows XP Professional enable IT professionals to remotely control end users’ PCs to troubleshoot problems and see exactly what the user sees on the screen. Windows Messenger real-time audio and video capabilities will also be used by the IT organization to interact with users to provide training and to resolve system problems. These tools enable the IT department to resolve problems faster, save travel time, and help reduce end-user downtime.

Another big benefit comes from the Files and Settings Transfer Wizard, which saves a significant amount of time on hardware additions or replacements. The wizard enables the IT staff to easily migrate a user’s data and application settings to a new computer. “When a computer breaks or we upgrade hardware, we use the wizard to move the user’s profile to a server and then bring the profile onto a new desktop,” Cohen explains. “It saves a lot of IT time, and users get their desktops back the way they were without having to recustomize them. It means that we can support more users without having to add IT people.”

The resulting efficiencies allow JetBlue to maintain a ratio of one technical analyst for every four or five stations (airports). “We’re a little over our one-for-five ratio right now, and that’s okay because Windows XP enables us to handle most of the support issues remotely,” Cohen says. “Most airlines spend about 5 percent of revenues for IT. JetBlue spends only 1.5 percent of revenues.”

Nonstop reliability

JetBlue is the first airline to equip its pilots exclusively with electronic versions of flight manuals on notebook computers. To comply with Federal Aviation Administration regulations that require every pilot to have up-to-date manuals at all times, the company issues every pilot a notebook computer upon joining the company. Up-to-date copies of the manuals are stored on a domain controller at each JetBlue station. JetBlue developers used Microsoft Visual Studio® .NET to write an application—called BlueBook—that enables the pilots to connect their notebooks to the JetBlue local area network at each airport and check their manuals against the distribution file area. If the manuals need updating, the application automatically updates them.

Reliability is critical to ensuring that pilots have the required procedures documentation. The 32-bit computing architecture and fully protected memory model in Windows XP Professional provides the necessary high-level system uptime.

Increased security

Security has always been a big issue for airlines, but after September 11, it has taken on even greater importance. JetBlue is considering biometrics and smart cards to control door access at both its airport and other sites. Windows XP Professional and Microsoft Windows .NET Server can support those security solutions, enabling JetBlue to implement the latest technology into its existing systems.

JetBlue is also working with Microsoft Windows XP and Windows .NET Server product groups to implement certificate issuing for remote users. The only dial-up access that JetBlue supports is for the reservations agents. Other remote users access the JetBlue network through a virtual private network (VPN). The company is moving from a VPN system in which workers are authenticated with a user name and password to a VPN system in which they use certificates to access the network. “Windows XP Professional will enable users to get certificates remotely, which allows us to be more efficient across the board,” Cohen concludes.

For More Information

For more information about Microsoft products or services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Resource Centre at (800) 563-9048. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information via the World Wide Web, go to http://www.microsoft.com/.

© 2001 Microsoft Corporation. All rights reserved.

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Active Directory, MapPoint, Visio, Visual Studio, Windows, and the Windows logo are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
-----------------------
Solution Overview
Customer Profile
JetBlue, launched in February 2000, now serves 18 cities in the United States with one of the newest, most advanced fleets in the world. It has served more than 3 million passengers and forecasts growth of about 1,000 employees per year.
Business Situation
JetBlue is constantly striving to increase efficiency and reach even higher levels of customer satisfaction to build its competitive edge. To achieve this, it places a strong emphasis on new technology across the company—from mobile solutions for customer service to notebook computers on board for pilots.
Solution
Benefits
By implementing Windows® XP Professional, JetBlue was able to increase efficiency while keeping IT costs down, maintain the highest level of reliability, and increase security.
Software and Services
▪ Microsoft® Office XP
▪ Microsoft Windows XP Professional
▪ Microsoft Visio®
▪ Microsoft Project
▪ Microsoft MapPoint®
▪ Microsoft SQL ServerTM 2000
▪ Microsoft Windows 2000 Advanced Server, including: ▪ Internet Information Services ▪ Terminal Services ▪ Active DirectoryTM service
▪ Microsoft Visual Studio® .NET
▪ Microsoft Exchange 2000 Server
▪ Microsoft Consulting Services
▪ Microsoft Product Support Services
▪ Flight Speed Reservation System
▪ Minisoft terminal emulation
▪ Dash
Scenario
Mobility, reliability, TCO, security, knowledge management, line of business
Infrastructure Details
▪ 900 notebook computers
▪ 600 desktop computers
▪ 150 mobile devices
Hardware
▪ Compaq
▪ Dell
▪ Hewlett-Packard

Microsoft Windows XP Professional
Customer Solution

“When a computer breaks, or we upgrade hardware, we use the Files and Settings Transfer wizard to move the user’s profile off to a server and then bring it back onto a new desktop. It saves IT a lot of time and users get their desktops back they way they were without having to recustomize them. It means that we can support more users without having to add IT people.”

Vice President and Chief Information Officer
JetBlue Airways

[pic]

[pic]

Windows XP Professional gives you the freedom to do what you want at home and at work—simply, reliably, and securely.

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