The chaotic present and hopeful future of information systems exists in a microcosm about 30 minutes by tube from my flat, and I daily watch a stately procession of airliners descending to Heathrow Airport, a beautiful, if not quite silent, parade. It is at Heathrow airport that the current need for better performance on every topic covered in this blog is demonstrated. It is a non-sterile testing environment and the ultimate pilot project to test the ability of information systems and information assurance to integrate modern technology to meet the needs of a mass public. You may have noticed that I ticked every category we use in assigning this blog post its proper place in our own information hierarchy. It’s not a coincidence.

Let’s walk through the daily issues faced at Heathrow from an information standpoint:

1. About half of all tickets to fly are booked via the Internet, and that information must be completely available to several very different systems immediately and be perfectly accurate.
2. Parking systems must provide availability, administrative and financial information.
3. Public transportation systems must send and receive useful information about current operations and schedule changes, and receive and use similar information from several different airport systems.
4. The logistics of welcoming, feeding, watering and moving 67.7 million people per year (and taking care of 70,000 employees) are an interesting challenge, as is maintaining 48,000 square metres of retail space. Private security, first aid, tourist information, all of these have information issues attached.
5. Oh yes–core business–mustn’t forget–90 airlines, 186 destinations, 469,000 ‘air transport movements’ (er, would that translate to flights in English?) annually. Information requirements include weather at each destination, status of all airports and traffic, passenger information (but more on that below…)
6. On-time status of flights relating to connecting flights.
7. Correlating information from HMRC (well, more the C part than the R) with the Home Office (now with both parts of the newly divorced members of what was once one) and probably discreet communications with agencies using numbers as well as initials.
8. Communicating with the Civil Aviation Authority, National Air Transport System, HM Immigration–of course I’m sure they all use the same electronic forms that grab data smoothly from Heathrow systems… right?
9. Communicating with the media–and having the capability of communicating with international media
10. Having co-ordinated disaster preparedness programmes that are up to date as well as up to snuff.

Probably missed half a dozen supremely vital information systems there… but it’s Sunday morning, so it’s okay. (Did somebody say baggage?)

Lots of things to go wrong there. Amazingly, not much does. (Did somebody say baggage–again?) That’s why when things do go wrong it’s news.

Notice they don’t have an uber-contractor trying to integrate all systems and dictate technology standards and usage. Strange, that. And I’ll bet they often use trainer-net(where some employee puts on trainers and walks information to diverse destinations). But that’s how functional communities develop–and despite grumbling and glitches, Heathrow functions as an information community: People get to destinations, planes don’t fall out of the sky. Successful information communities do seem to develop from the ground up, not the top down.

I guess the point I’m trying to make is that information systems and information assurance issues develop in an ecosystem not a vacuum. Complexity in information management is probably a geometric rather than arithmetic function relating to the number of actors involved. And yet don’t we often see government requirements for information systems that are internally oriented and indeed self-referential? The box must be this big with holes here and here, and those holes must be guarded in this way. I think more than anything else, government’s inability to get value for money from IT investment is based on this issue.

Please feel free to contribute complaints about Heathrow in the comments–I’ve suffered there myself. My praise is directed at a higher level, at finding a community that functions. Your nominations?