Case Study - London City Airport
London City Airport
Case Study

London City Airport

Our Permit to Work software helps London City Airport improve contractor safety work and efficiency. 

About London City Airport

London City Airport is the closest airport to central London, employing 2,200 FTE employees and handling nearly five million business and leisure passengers a year between London City and European hub airports.

Award winning improvements

Exceeding their vision through transformed on-site management

To strengthen their connectivity, both domestically and internationally and accommodate eight million passengers by 2030, they are currently undertaking a £500 million City Airport Development Programme (CADP), that will extend their terminal buildings, add aircraft parking standards and a parallel taxiway.

Given the scale of the project, LCA began working with Info Exchange in 2019 to replace its Permit to Work system due to the high percentage of the workforce being contractors, increasing the risk of the project whilst the liability for the safety of contractors remained with LCA.

"Implementing Permit to Work has helped London City Airport to have a clear image of the work that is taking place onsite at any given moment and enabled the organisation to accurately assess and understand the implications on day-to-day operations, customer experience in conjunction with existing assets and infrastructure. Both myself and the team have really enjoyed working with the team who have not only allowed us to realise our vision but we’ve actually exceeded it."

Caroline Maltby, Interface & Process Manager, London City Airport

Running a busy airport in a dock-side location whilst simultaneously delivering a £500 million City Airport Development Programme is a significant challenge. According to the Health and Safety Executive (HSE), a significant proportion of serious accidents are reported during construction activities, complicated by the additional risks of a live airport environment, aerodrome operations, multiple contractors, technical safeguarding, security, working over water and the public interface. 

London City Airport recognised they needed to implement a formal Permit to Work system in order to manage contractors and make sure that all works carried out were done so in a safe, professional and structured manner. Having been in partnership with Info Exchange since 2019, they chose us to develop their new and improved Permit to Work System.

"We chose to work with Info Exchange as they were able to build our processes and complex calculations into the system, which enabled information to be readily available to the relevant stakeholders as required. This enabled us to work across a range of our teams and display the information they need in order to keep all our staff, contractors and stakeholders safe while on site. It has also allowed us to re-define the way we categorise works, resulting in meaningful data outputs for the airport.”

Caroline Maltby, Interface & Process Manager, London City Airport.

As London City Airport had bespoke processes and approval workflows and a number of Work Authorisation Permit Types, it was important for them to have a software system that could be specifically tailored to their needs and designed to align to their own processes and procedures.

After just four months of usage, the Info Exchange system had handled over 800 permit requests for LCA. Users who traditionally struggled with the legacy system have made the largest gains. The software’s initial implementation went smoothly due to the intuitive design. This is especially important for contractors who are attending the site infrequently or for the first time. The streamlined process has reduced administrative work for LCA departments approving the applications and the contractors applying for the permits themselves. Highly detailed and insightful reports give managers insight into the strengths and weaknesses in the airport’s development strategy, helping to implement improvements in safety and operational efficiency. 

At Info Exchange we understand the importance of contractors not only having the necessary permits to undertake their works but the implication their works can have for both landside and airside operations. Our Permit to Work and Works Authorisation Software is designed to support the planning of contractor works, mitigating the impact on the passenger journey and safety. Info Exchange is highly configurable and has the flexibility and capability to incorporate complex regulatory and organisational requirements and authorisation processes; ultimately building a solution that works. 

Verdantix Award for ‘Operational Excellence’ 

As a result of the joint design and implementation of London City Airport’s ‘Permit to Work Scheme’, London City Airport won the prestigious 2020 ‘Operational Excellence’ award in the Transport Category from Verdantix at the International Operational Excellence Innovation Awards in London. Verdantix recognised the ‘Permit to Work’ scheme and the contribution of our technology to improving risk management in the transport sector and pushing the boundaries of a traditional Permit to Work System.


Discover more about Info Exchange

See exactly how our software can work within your current processes to help you grow a positive safety culture.

Learn more

Hannah Daly

Account Manager, EcoOnline Ireland

25+ Years of experience

Trusted by 10,000+ customers worldwide

With the knowledge from 90 different industries we have developed our platform to make sure it tailors to your needs.
Don't take our word for it.

Read what they have to say