New Service Level Agreement New Service Level Agreement

New Service Level Agreement

New Service Level Agreement | Compressed process Current SLA 58 PI’s New SLA structure & KPI long list January New SLA KPI short list February Detailed analysis March Final KPI Selection incl. targets

New Service Level Agreement | Conceptual guidelines Current SLA New SLA 3 processes 7 Service areas > 50 performance indicators Simplicity 10 + 12 KPI’s with financial implications 10 KPI’s with financial implications

New Service Level Agreement | Conceptual guidelines Departure Turnaround Arrival

New Service Level Agreement | CPH KPI’s KPI Criteria Target 1. PAX Security Check in peak (25 %) 2. PAX Security Check all PAX (5 %) < 15 min. < 20 min. 90% 99% 3. Security CSRA East (in peak) (10 %) < 10 min. 99% 4. BAX outbound(15 %) < 20 min. 96% 5. BAX transfer (5 %) Starting point 0% point 6. Major operational disruption (20 %) Emergency procedure Activated 0 7. Stand functionality (10 %) Min % 95 8. BAX inbound off-loading(5 %) N/A 9. Uptime SSBD application (5 %) N/A 99 %

New Service Level Agreement | Airline KPI’s KPI Criteria Target 1. PAX Check-in waiting time (15 %) < 15 min. 90% 2. BAX Transfer On-block to barcode (20 %) Starting point -3% point 3. BAX Arrival First Bag performance (15 %) < 25 min. 95% 4. BAX Arrival Last Bag performance • Narrow body (25 %) • Wide body (25 %) < 30 min. < 50 min. 90%