GDPR Implementation in an Airline Contact Center

Seoses GDPR kasutuselevõtmisega 2018. aasta mais, on paljudel ettevõtetel, kus kasutatakse tavapäraselt EL kodanike isikuandmeid, oht suurteks trahvideks. Lennufirmad on üks näide ärist, kus töödeldakse massiliselt isikuandmeid ja see toob teravalt esile lennuettevõtete vastavuse GDPR nõuetele. Suur osa neist andmetest töödeldakse kontaktkeskustes, mis toob vajaduse viia töötlemine vastavusse GDPR nõuetega. Lennufirmad, kus ei olda valmis kohaldama GDPR nõudeid, võivad silmitsi seista mainekahjudega, klientide usalduse kaotusega või pankrotiga suurte trahvide tõttu. Tänapäeval enamik lennufirmadest ostab kontaktkeskuse teenuseid sisse kolmandalt osapoolelt, mistõttu on keerukas andmetöötluse rolle ja vastutust jagada mõlema osapoole vahel. Pooled peavad jõudma kokkuleppele, et kanda võrdselt vastutust tänapäeva pingelises konkurentsis. Käesoleva magistritöö eesmärgiks on viia läbi Euroopa ühe suurima lennuettevõtja kontaktkeskuse juhtumianalüüs, analüüsida lendude broneerimise protsessi GDPR seisukohalt ja selgitada välja lüngad, mis võivad põhjustada nõuetele mittevastavust. Lõputöö keskendub vastavuse saavutamiseks lünkade täitmisele lennubroneerimise protsessis, tuues sisse uusi tegevusi, mida kinnitas ka lennufirma kontaktkeskuse juhtivtöötajate ekspertarvamus.With the introduction of GDPR in upcoming May 2018, many companies that used to handle personal data of EU citizens in a more casual manner, are now at risk of facing heavy fines. Airline industry is one such example of business entity that handles and processes personal data on massive scales, which puts the airline business in the spotlight of GDPR compliance. A fair amount of such data is processed in contact centers, which makes it vital to comply with GDPR. Airlines that are not ready to adapt GDPR may face loss of reputation, loss of customer’s trust and bankruptcy because of heavy fines. In today’s age, most of airlines have outsourced their contact center business to third parties, which makes it even more complicated to define the roles and responsibilities of data controller and data processor and both entities have to reach an agreement to share the burden of compliance, in order to survive in today’s competitive environment. The idea of this thesis is to study a running case scenario in one of the major European Airline’s contact center, analyze the flight booking process from GDPR’s perspective to find out the gaps that can cause non-compliance. The solution part of this thesis is focused on filling these gaps by means of activities introduced in the flight booking process to achieve compliance, validated by expert opinion from senior staff members of Airline’s contact center

Managing Environmental, Health, and Safety Risks: A Comparative Assessment of the Minerals Management Service and Other Agencies

This study compares and contrasts regulatory and related practices—in particular, regulatory decisionmaking, risk assessment and planning processes, inspection and compliance, and organization structure, budgets, and training—of the Minerals Management Service (MMS, now the Bureau of Ocean Energy Management, Regulation, and Enforcement, or BOEMRE) with those of the Federal Aviation Administration (FAA) and the Environmental Protection Agency (EPA). Comparing MMS practices with those of other federal agencies that also manage low-probability but high-consequence environmental risks provides a basis for identifying opportunities for enhancing regulatory capacity and safety performance in managing deepwater energy exploration and production. Our research finds important differences in processes for setting standards; peer review contribution to the rulemaking process; establishment of tolerable risk thresholds; and training of key staff. The paper concludes with several recommendations for how various EPA and FAA practices might be modified and used at BOEMRE to strengthen its regulatory and risk management processes.Minerals Management Service, Federal Aviation Administration, Environmental Protection Agency, risk management

Audits of airlines (1988); Audit and accounting Guide

https://egrove.olemiss.edu/aicpa_indev/1241/thumbnail.jp

Fitness-to-fly and the safety role of air cabin crew: personal, social and managerial challenges

Andrea Sander-Grout investigated the impact of cabin crew fitness-to-fly on flight safety and public health. She found that there is significant uncertainty surrounding crewmember exposure to occupational hazards, with potential impacts on flight safety, individual and public health. Aviation and public health stakeholders are using her results in policy development

Audits of airlines with conforming changes as of May 1, 2002; Audit and accounting Guide:

https://egrove.olemiss.edu/aicpa_indev/1251/thumbnail.jp

Audits of airlines with conforming changes as of May 1, 1997; Audit and accounting Guide

https://egrove.olemiss.edu/aicpa_indev/1246/thumbnail.jp

Audits of airlines with conforming changes as of May 1, 2001; Audit and accounting Guide:

https://egrove.olemiss.edu/aicpa_indev/1250/thumbnail.jp