Introduction
The Airport Voluntary Reporting System (AVRS) is a tool for managing the relationships and interactions between staff and visitors to improve the quality of security services. AVRS enables the alignment between security requirements and conditions and the current state of affairs by promptly guiding and optimizing airport control, screening, and assessment processes. AVRS resolves issues with a reporting system that improves customer relationship management (CRM), thereby developing services and increasing confidence in airport employee performance.
Origins
Airport safety reporting programs were established in the mid-1970s to improve the overall safety of flight organizations. The National Transportation Safety Board states that the AVRS program consists of statistical analysis and surveillance evaluation. The AVRS program was formally established on July 2, 2014, when the Federal Aviation Administration (FAA), led by the U.S. Department of Transportation, launched a pilot test of a new reporting process (FAA implements safety reporting program for office of airports employees, 2014). All Airports Authority employees who wished to file a confidential report of a current safety issue were allowed into the program. The reports were filed through an online system that was organized and forwarded to a review board. To ensure positive control, all board members must sign a confidentiality agreement (Aviation voluntary reporting programs, 2021). Once the board decides, the recommendations are forwarded to the appropriate supervisor, and the decision is monitored for application or implementation. A final report is sent to the employee who raised the safety issue. The board’s job was to review and investigate the cases, form a team to counter the problems, and develop a unified solution to improve the situation. The creation of AVRS was necessary to expand the culture of safety and interaction with everyone at the airport to increase their comfort and stay in the area.
Importance to CRM
AVRS has been working quite successfully for a long time: it processes applications and makes decisions to overcome the reported problem. Voluntary reporting involves filing a safety report, which is confidentially and inviolably submitted to the Board of Supervisors. The main aspects of AVRS are the ability to file anonymously and the notification of the work done. According to Miyamoto et al. (2022), reporting systems have the advantage of responding quickly and analyzing problems with flight delays, their causes, and the quality of service. Miyamoto et al. paper’s (2022) draw attention to the fact that the point of any reporting system is to establish trust with consumers and provide them with the comfort and safety they desire. Consequently, AVRS are critical components of CRM. As part of CRM operations, safety improvement measures are part of operational management, not inferior to service comfort issues.
AVRS contributes to developing a system of feedback and verifying statistical correlations between personnel actions and safety levels. According to the Voluntary safety reporting, safety culture, and effective management of risk (2021), the policy of the FAA is to develop an established effective mechanism of interaction between all participants in improving safety. In particular, it is possible through a reorganization of the culture of aviation personnel itself. In AVRS, this is accomplished with the utility of CRM: a volunteer reporting system greatly benefits over-reporting or enforcement plans. Through AVRS, cases or notes that raise concerns are reported; through the ability to assist airport visitors themselves, this system works more effectively because there is direct knowledge of the security situation.
The critical importance of AVRS to the CRM system is that voluntary submission promotes quality of service at the system level. In addition, voluntary submission bribes staff not to be afraid to make bold suggestions and propose solutions. CMR benefits precisely from voluntariness and confidentiality, which is at the forefront of AVRS. Staff reports their observations and insights based on a sincere desire to change statistics in passenger safety. The airport staff’s ability to build relationships with passengers increases with AVRS because it relies more on human qualities.
The Effect of Success and Failure
Encouraging staff to observe and report voluntarily can increase their social responsibility and awareness. Safety in the system will increase if staff know why their activities are beneficial (FAA launches voluntary reporting program for safety office, 2021). Consequently, the effect of AVRS will be most noticeable if the program is successful. Formal accountability will continue to exist, so staff will always have ideas about how they affect safety. However, if AVRS implementation is successful, there may be significant improvements in interactions between staff and management, staff at large, and passengers. More people who wish to apply their aviation skills may become interested in systems-level safety issues (FAA launches voluntary reporting program for safety office, 2021). Thus, effects can be expected if implemented positively, but if unsuccessful, the effects will be less noticeable.
Conclusion
The Airport Voluntary Reporting System (AVRS) is a new tool for informing management of ongoing systems-level safety issues. It tracks the implementation of new security enhancement strategies online based on voluntary, confidential submissions. There are several steps in processing the request, after which the Board of Supervisors decides (approval) each request. The AVRS system plays a vital role in improving the airport’s quality of service and therefore belongs to the CRM processes. Positive effects from the implementation of AVRS will be noticeable because there will be a change in the attitude of staff to work, but in case of failure, pronounced effects can hardly be expected.
References
Aviation voluntary reporting programs. (2021). FAA. Web.
FAA implements safety reporting program for office of airports employees. (2014). Aviation Pros. Web.
FAA launches voluntary reporting program for safety office. (2021). FAA. Web.
Miyamoto, A., Bendarkar, M.V., & Mavris, D.N. (2022). Natural language processing of aviation safety reports to identify inefficient operational patterns. Aerospace, 9(450).
Voluntary safety reporting, safety culture, and effective management of risk. (2022). International Civil Aviation Organization. Web.