SUCCESS STORY
Heathrow Airport Ltd.
Industry• Transportation• TravelSolutions• OpenText™ Documentum™
• OpenText™ Documentum D2 for HR andLegal Record Management• OpenText™ Documentum Webtop

Results
Centralized solution
enables instant accessto 2.5 million documents
Ensures regulatory complianceHigh reliability for 24/7 access
Document searches conductedin minutes rather than days

Heathrow Airport Ltd. gets
instant access to more than
2.5 million documents

OpenText™ Documentum™ reliability keeps aircraft flying bymanaging 180 ongoing projects while lowering costs“OpenText Documentum hasproven that if you stick to thingsand stay consistent, people
appreciate it. When I see anengineer using Documentum tofix something, I know it’s worth
its weight in gold.”
Andrew Manington
Document Manager
Heathrow Airport Ltd.

Heathrow Airport Ltd. gets instant access to more than 2.5 million documents

Heathrow Airport Ltd. operates one of the world’s busiest airports.
Every 50 seconds, an aircraft lands on one of its two main runways.
Every day, almost 140,000 passengers move through the airport’s
five terminals. Heathrow Airport staff are fully committed topassenger and employee safety. But one of their highest priorities isto efficiently turn aircraft around in order to keep them flying.
Since its opening as London’s primary transport hub right after theSecond World War, Heathrow has been commited to a consistent andsafe expansion. Continuing upgrades to terminals, taxiways and related
infrastructure, together with the construction of Terminal 5, enables theairport to safely handle an ever growing volume of larger aircraft, suchas the Airbus A380 and the passengers they carry. Efficient projectengineering is key to that process. And managing project-related
documents is critical to success.

First steps
Until the late 1990s, Heathrow relied on another solution as a repository
for contracts and related documents. However, the system became
outdated and lacked effective search capabilities. Critically, it could not
be employed to efficiently manage and control engineering projects.
When Heathrow embarked on the critically important Terminal 5(T5) build, project engineers recognized that they required a stateof-the-art document management system to manage hundredsof thousands of project-related files. Everything from detailedarchitectural drawings and maintenance manuals right up to project
handover files had to be immediately available.
“Heathrow engineers knew that thousands of project documents
were going to fly all over the place,” said Andrew Manington,Document Manager at Heathrow Airport Ltd. “We needed a solutionthat could handle the scale of documents generated by T5 while
also providing control throughout the project’s lifecycle.”
In 1997, Heathrow chose Documentum to help manage T5 buildrelated documentation. Documentum was deployed in two mirrored
enterprise storage server systems for 24/7 reliability and highavailability. During the T5 project, the solution managed more thanhalf a million documents within a single centralized repository, wasaccessed by up to 40 primary suppliers and thousands of subcontractors located across the globe and was used by hundreds ofon-site engineering and construction staff.

Journey of Documentum solutions
The original 1997 deployment of Documentum was only thebeginning of the journey. During the T5 project, Heathrow projectengineers learned they could rely on Documentum for effective
project management. Compared to the older document management
system, finding specific drawings and files took only seconds rather
than hours. Project staff could access critical electronic documents
first thing in the morning rather than wait for hard copies. Rapid
access to the documents contributed to a considerable increasein efficiency and productivity, helping engineering and construction
teams meet budgets and deadlines.
Operating costs also fell. Staff printed hard copies of only what theyneeded. Management discovered that Documentum’s ease of use
meant they no longer required an army of document controllers.
Instead, anyone authorized and trained to use Documentum
could quickly access and contribute in critical documents. Due toDocumentum’s advanced design, users were able to search andretrieve the most recent and approved documents, regardless of thenumber of previous versions that were stored. This capability enabled“With Documentum,
we had realized aconsistent, reliable
and stable methodof managing
large volumes ofdocumentation,
while also ensuring
security and long
periods of retention.”
Andrew Manington
Document Manager
Heathrow Airport Ltd.

Heathrow Airport Ltd. gets instant access to more than 2.5 million documents

management to tightly control the project by keeping everyone on thesame page.
“We learned so much during the T5 project,” Manington explained.
“With Documentum, we had realized a consistent, reliable andstable method of managing large volumes of documentation, while
also ensuring security and long periods of retention. We began towonder how this might be applied to the rest of the airport.”

Block to block consistency
Every year, Manington upgraded Documentum to the latest version andused the solution to manage a variety of projects. It was instrumental
in the Terminal 2 and Terminal 3 upgrades, as well as ongoing taxiway
expansion. All Heathrow construction and engineering projects
relied on Documentum. Simultaneously, related manuals and historic
documents were digitized and managed by the solution.
“All of a sudden, Documentum not only managed ongoing projects
but was also a repository of historic data,” Manington said. “Wehave architectural drawings of the airport going back to theSecond World War. It is an asset that engineers and managers caninstantly use for research, compliance, or other purposes. In someways, we also act as a trustee for historical artifacts, which is a verysatisfying outcome.”
To lower costs and increase efficiency, in 2007 the airport appointed
OpenText partner SynApps to fully manage Documentum. About thesame time, IT solutions expert CapGemini was assigned to manage
Heathrow IT infrastructure, as well as help Manington get the most fromthe Documentum solution. “These partners understand our business
requirements,” said Manington. “They’re a breath of fresh air.”Stretching wings with OpenText™ Documentum D2
Recently, Manington learned that the Heathrow HR department wasseeking a human resources software package to centralize document
management. Historically, HR hard copy documents were manually
filed in Scotland. However, manual filing was prone to mishap andinefficiencies.
Engineers using Documentum had long relied on OpenText™
Documentum Webtop as the user interface. But Manington learned
that Documentum D2 was available. Documentum D2 provides amodern experience that enables users to increase productivity bylocating actionable content among millions of stored documents
and provides easy configurable automation to increase productivity,consistency and control.
Heathrow Airport HR chose to deploy this latest version andDocumentum D2 for HR and Legal Record Management. As partof the deployment, the HR team scanned thousands of paper
documents. These digitized assets are now instantly available using acentralized Documentum repository. Documentum D2 has also been
integrated with Oracle, enabling users to retrieve personnel files andhistories even more effectively. Heathrow Airport HR is also able tobetter meet compliance because employee record retention policies
parallel legal requirements.
The Heathrow Finance Department has also adopted Documentum
D2 and in doing so, has lowered costs by increased efficiencies andaccuracy. Manington plans to extend Documentum D2 to all users
within the near future.

Heathrow Airport Ltd. gets instant access to more than 2.5 million documents

Flying to the future
It has been a long term partnership between Heathrow Airport andDocumentum. Today, Documentum acts as a workhorse for theairport by managing more than 2.5 million documents related to 180
ongoing projects, as well as historical data. Heathrow Airport trusts
Documentum to protect those critical resources and processes.

“Throughout its life, the solution has never had a major failure andusers unquestionably rely on it,” Andrew said. “We are currently
studying how Documentum might be expanded to allow foreven greater levels of access, flexibility and agility while further
decreasing CAPEX.”

About OpenText
OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information aboutOpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
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