Zerjav, V; Davies, A; Edkins, A; Jones, P; (2015) Building Progressive Confidence: the Transition from Project to Operational Opening in the Case of a Major New International Airport Terminal. In: Dolan, T and Collins, B, (eds.) International Symposium for Next Generation Infrastructure Conference Proceedings: 30 September - 1 October 2014 International Institute of Applied Systems Analysis (IIASA),Schloss Laxenburg, Vienna, Austria. (pp. 53 - 57). UCL STEaPP: London, UK.

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Abstract

The purpose of an infrastructure system is to deliver a variety of services to end users over long periods of time. One of the biggest challenges in the design and construction of new infrastructure facilities is the transition or handover from the project to operations. This is particularly the case for infrastructural assets that are complex in their operations such as energy generation plants, airports, ships and aircraft carriers, or hospitals. A variety of commissioning, testing, systems integration and operational readiness procedures have to be put in place to ensure a smooth handover to end users and operators. This paper presents an ongoing empirical study that investigates the challenge of delivering the operational outcomes of Heathrow Terminal 2 (T2), a major international airport hub terminal. The study consists of site observations, four preliminary and 15 in-depth interviews with highly knowledgeable informants in key positions concerning the delivery of the project and airport services to the end-users. Preliminary findings indicate that a specific form of high reliability focus which our participants called ‘progressive confidence’ is essential for the smooth transition from project to operations. The emergent findings suggest that this process comprises specific aspects of organisational learning, the notion of the “flip” between the project and operations and approaches for dealing with change. The findings suggest the importance of further research into the issues of operational readiness and transitioning towards the handover of complex infrastructure projects.

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