AG 03 56 E GUIDE DE RFRENCE

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Phase Phase I

Contenu Rponses attendues et barmes de notation

Pages 2, 3 et 4 5 6 et 7 8 et 9

Phase II Rponses attendues et barmes de notation Phase III Questions attendues, rponses donner destines lexaminateurinterlocuteur et barmes de notation Phase IV Elments dinformation destins lexaminateur-interlocuteur Phase II Transcription des enregistrements:
II a : Premier enregistrement II b : Deuxime enregistrement

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E Page 2 sur 12 PHASE I Rponses attendues et barmes de notation

Les points sont attribuer selon les critres indiqus ci-dessous.

Non Biometric measures (docs 1 and 4) Informations recherches

I-1a Dogs use in terms of safety 0,5

Rponses attendues et documents sources

drug sniffing explosive detection patrol work presidential security details point par rponse, max 2 points

I1b Reason for using dogs

they have the capability to save tens, hundreds or thousands of lives they have 20-40 times more receptor cells in their nasal cavities than humans dogs are better than machines at detecting anomalies in air, vapor and particles 0,5 point par rponse, max 1,5 points need to have rapport and intuition to ensure a smooth working relationship dogs can have dramatically different personalities, like children 1 point par rponse, max 2 points

I1c Dogs/handlers relationship

I1d Federal Aviation Administrations request to secure airports I1e FAAs involvement

FAA has asked the department of defense to coordinate the use of 5,000 National Guard members at 422 commercial airports nationwide for the next 4 to 6 months 0,5 point par rponse, max 1,5 points FAA will work with the governors to provide visible security measures It will train the National Guard Troops in airport security techniques 1 point par rponse, max 2 points

I1f President Bushs objectives

Make sure security is improved right now Maintain Americas confidence in the aviation industry

0,5 point par rponse, max 1 point

AG 03 56 Importance of Aircraft Maintenance (doc 3)

I2a

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Informations recherches

Informations recueillies
Human error is recognised as an important issue in aviation The FAA has identified a number of recommendations on the need for refresher training for aircraft maintenance engineers 1 points par rponse, max 2 points All materials and consumables must be tested mandatory aircraft maintenance and inspections annual inspections which can take days to complete absolutely nothing can be used that is not approved for use by the FAA

Need for staff training

I2b Some recommendations

0.5 point par rponse, max 2 points I-2c Boeing figures 12% of major aircraft accidents involve maintenance 50% of flight delays in the US are caused by maintenance errors 0,5 points par rponse, max 1 point

Biometric systems (doc 5)

I3a

Informations recherches

Informations recueillies
Automated Fingerprint Identification System 1 point pour la rponse Initial background checks of airport employees and all passengers 10 fingerprints, 1 for each digit of each hand 1 point par rponse, max 2 points to enhance the process of passenger security checks 1 point pour la rponse to confirm that the person who checked in at the counter is the same person who boards the plane to make sure that none of the travelers belong to a database of bad guys 0,5 points par rponse, max 1 point face recognition: identification of passengers or airport employees faces hand geometry readers: an airport employees or passengers identity is verified by measuring the size and shape of the persons hand 1 point par rponse, max 2 points The rate of incorrect rejections is too high with face recognition Hand geometry scanners are good for small groups of passengers but too slow for the high traffic volumes of major airports A lot of people dont know anything about biometrics 0,5 point par rponse, max 1.5 points

Sagem Morphos system I3b Definition and use I3c Reason for implementation I3d Objectives

I3e Other biometric security systems

I3f Biometric systems: shortcomings

AG 03 56 Marketing information (doc 2) Informations recherches

I4a Two predominant socio-economic groups

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Informations recueillies
Retired 43 % Liberal professions 28 %

0,5 point par rponse, max 1 point I4 b Three most essential issues Passenger security control: Introduction of metaldetecting devices at all entrances to the airport Aircraft maintenance: Constant renewal of the fleet Use of sniffer dogs: Inspire confidence. Would like to see more of them

0,5 point par rponse, max 1,5 points

TOTAL :

/ 25 points

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Les points sont attribuer selon les critres indiqus ci-dessous.

E Page 5 sur 12 PHASE II Rponses attendues et barmes de notation

II a - 1

II.a Interview de John Stone, membre du Bureau of Civil Aviation Security Informations recherches Rponses attendues
Commercial jet aviation is very safe More than 3 million people fly safely everyday Only 10 fatal accidents on 18 million flights in 1998 and 1.3 billion people flying 0,5 point par rponse, max 1.5 point Theyre exceedingly rare 1 in 3 million 0,5 point par rponse, maxi 1 point commercial aviation has gotten safer 30 years ago: 1 fatal accident in every 140 million miles flown today: 1 fatal accident in every 1.4 billion miles flown 0,5 point par rponse, max 1.5 point in the USA, its 22 times safer flying in a commercial jet than driving 0.5 point pour la rponse 0,5 0,5 rarely a single cause usually a combination of things an accumulation of unlikely events point par rponse, maxi 1 point take off and the climb to cruising altitude Descent and landing These 2 periods representing of all serious accidents point par rponse, max 1.5 point

Figures on air travel safety II a - 2 Frequency of serious accidents II a - 3 Safety trends

II a - 4 Comparison between risk of flying and risk of driving II a - 5 Causes of Commercial jet crashes II a 6 Riskiest portions of a flight

II b - 1

II.b Emission radiophonique Informations recherches Rponses attendues

Because of the events of September 11 For security reasons

Main reasons II b - 2 technology used

0.5

II b - 3 Primary designs

II d 4 Eye Tickets main objective

point par rponse, max 1 point Eye Ticket An Iridians core identification technology A digital camera captures images of a passengers eyes, then Eye Tickets technology connects the iris pattern to a passport number or frequent-flier number to identify the passenger 1 point par rponse, max 3 points To speed frequent travelers through imigration and border control To improve passenger convenience and security in systems where lines had grown lengthy and time consuming 1 point par rponse, max 2 points we dont identify the bad guys, we identify good guys while the high percentage of frequent travelers, clearly identified by Eye Tickets system, are moved though airports, the remaining passengers are more easlly scrutinized by other systems 1 point par rponse, max 2 points

TOTAL :

/ 15 points

Total gnral :

40 points

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Phase III : Questions attendues, rponses donner destines lexaminateurinterlocuteur Vous travaillez dans le service Marketing du Tour Operateur Prestige Tours Les lments donner au candidat sont les lments en gras
Prestige Tours Analysis of Customer Feedback Questionnaire Profile of clientle Age group Ages 25 40 : Ages 41 55 : Ages 56 + : 5% 28 % 67 % 28 % 12 % 9% 8% 43 %

Predominant socioeconomic groups

Number of holiday trips with Prestige Tours / year

Currently working: Liberal professions (doctors, lawyers, consultants) Company executives Engineers Other Retired 1 a year: 42 % 2 a year: 25 % 3 a year: 18 % More than 3: 5%

Feedback on safety issues 658 customers responded to the questionnaire on the following issues. The percentages Issues Essential Desirable Particular preoccupations in % in % Training on safety for staff 32 68 - Training of on-board staff in evacuation procedures = major preoccupation of customers: it is very reassuring to know that, in case of an accident, you are going to be helped and guided thru the evacuation process - also important to train on-board staff in psychology: to anticipate potential behavioral problems amongst passengers or to solve conflicts

Baggage screening

56

44

Passenger security control

89

11

- staff in airports should be familiar with new technologies such as scanners, metal detectors .. - More staff is needed to speed up procedures and reduce waiting times =>The customers in their large majority are too old to stand waiting in lines! - more money should be invested in metal detecting equipment to screen more baggage - Clear instructions should be given in written form to all passengers when they buy their ticket in terms of things which are forbidden in airports and aircraft Introduction of metal-detecting devices at all entrances to the airport.

Aircraft maintenance

95

Constant renewal of the fleet.

Use of sniffer dogs

73

27

Inspire confidence. Would like to see more of them.

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Quality control audit 49 51

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- Simple and clear feedback on the procedures used: it seems necessary to improve systems by asking passengers to fill in questionnaires - employees can also have very clear ideas on how to improve safety measures: regular meetings with service managers - an external auditing company should evaluate every airport once a year at least to bring new ideas Some people would also like to see an armed military presence.

Police presence in airports

69

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Phase IV - Elments dinformation destins lexaminateur-interlocuteur

Welcome, I am Kate Stevenson (Tom Bradford). I am very eager to listen to your recommendations on the items you seem essential for our advertisement. Ill let you give a full presentation and then will ask you some questions. Please, go ahead

11 lments clefs peuvent tre identifis par les candidats en terme darguments publicitaires pour une campagne publicitaire de Prestige Tours. Le candidat doit en choisir 3 sur les 11 possibles. Cas n : Le candidat a choisi moins de 3 lments 1 Are you sure these are the only key aspects you want to choose/put forward in Prestige Tours advertisement ? Even though/even if commercial jet aviation is said to be safe (doc audio A), dont you think there are more key aspects which could enhance the idea that flying really is safe?

Cas n 2 : Le candidat choisit dautres lments que ceux du tableau ci-aprs. Lexaminateur doit demander si les autres lments ne lui semblent pas plus importants (voir arguments POUR chacun des 7 lments manquants) Cas n le candidat a choisi 3 des lments. 3: Possibilit de donner dautres arguments soit CONTRE les lments choisis, soit POUR les autres. KEY ASPECTS AGAINST - staff training may cost a lot of money and take a long time to implement - Keeping in mind that you have to select three key aspects of air safety so that TV viewers really get the message, are you sure this one is very visual? (mise en situation) FOR
-Human error is recognized as an important issue in aviation (doc 3), training is then vital to any improvement of air safety - The Federal Aviation Administration has identified some recommendations on the need for refresher training for aircraft maintenance engineers (doc 3) - customers find it essential to train onboard or airport staff in new technologies and psychology (doc 2)

Training on safety for staff

Baggage screening

- Baggage screening involves more staff to speed up procedure: dont you think that you may increase security risks by increasing the number of employees circulating in the airport?(doc 5: employees are also checked!) - As 43 % of Prestige Toursclientle are retired (doc 2), it might be tiring for them to stand in lines for lengthy baggage screenings - as for biometric measures, it might slow down traffic - the Introduction of metal-detecting devices at all entrances to the airport must be costly (doc 2)

- baggage screening can also be done with dogs, which improves the quality of baggage screening and creates an atmosphere of confidence (doc 1) - with more machines, all baggage can be scrutinized

Passenger security control

- this security measure is the one we all have experienced at airports, when traveling, and has proven to be quite efficient - it is the only manual part of the screening process

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Aircraft maintenance - maintenance is human centered (doc 3), and no human is 100% sure not to ever make any error - aircraft inspections are done every 50 to 100 hours, a lot of time has then to be spent on maintenance which can take days to complete: when do aircraft actually fly?(doc 3) - ,are you sure this is visual enough for our

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-a constant renewal of the fleet seems largely reassuring for Prestige Tours Clientle (doc 2) - all materials and consumables used to make, repair and operate aircraft are tested and certifed by the FAA: quality standards are very high (doc 3)

advertisement? (mise en situation)

Use of sniffer dogs

- the reliability of dogs may be altered by - dogs can be of great help in airport the quality of the handlers/dog checks : their noses are more relationship (doc 1) sensitive than any machine, (doc 1) dogs are reassuring with passengers (asked in mise en situation) - it is very visual for our advertisement - not visual at all - it is the only way for employees to - the public, and then our customers, give some clear feedback on security dont even know what its all about procedures and to improve them: shouldnt it then be used in addition to any other security key aspect - it requires a lot of coordination to deal - A good way to maintain Americas with 5,000 National Guard members at confidence in the aviation industry 422 major commercial airports (doc 4) nationwide (doc 4) - some airports already meet - it might frighten passengers when standards, one more small step only Prestige Tours clientle has to be remains to be made(doc 4) - it is very visual for our reassured advertisement -many people need to have their iris - as for other biometric systems, it is tested before the system can work very visual -the training of staff doing the test will - as for other biometrics systems, it have to be thorough, and therefore involves new technologies which may perhaps too long(audio b) bring in a safer future - Hand geometry scanners are good for - as for other biometric systems, it is small groups of passengers, but too slow very visual for our advertisement for the high traffic volume of major - as for other biometric systems, it airports (doc 5) involves new technologies which may bring in a safer future - the rejection rate is too high (doc 5) - you need photographs of people at this technology is still in pilot stage various angles: can only be used to look for specific individuals, not to scan every passenger (doc 5) - as for other biometric systems, it is very visual for our advertisement - as for other biometric systems, it involves new technologies which may bring in a safer future - it requires some new technology not - easy to implement as only many people know about(doc 5) thumbprints are needed - as for other biometric systems, it is very visual for our advertisement - as for other biometrics systems, it involves new technologies which may bring in a safer future

Quality control audit

Police or army presence in airports

Iris recognition system

Hand geometry

Face recognition

Automated Fingerprint Identification

Transition to Phase V Well, your point of view is quite interesting and I think Ill follow your recommendations. Now Id like you to write a letter to Malcolm Woodward, Marketing manager of Prestige Tours, with your conclusions and arguments. Thank you again for your work

AG 03 56 Phase II Transcription des enregistrements

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II a : Premier enregistrement Vous allez entendre lenregistrement dune interview de John Stone, membre du Bureau of Civil Aviation Security, concernant la scurit arienne.
Good morning, M.Stone.... How safe is air travel? Commercial jet aviation is an exceptionally safe way to get from here to there. More than three million people around the world fly safely on commercial aircraft every day. In 1998, the world' commercial jet s airlines carried approximately 1.3 billion people on 18 million flights while suffering only 10 fatal accidents. How often do serious accidents happen? They' exceedingly rare. The risk of being involved in a commercial jet aircraft accident where there are re multiple fatalities is approximately one in three million. So is flying getting safer or riskier? Commercial aviation has always been the safest mode of long-distance travel. But it' gotten even safer. s Thirty years ago, fatal accidents on commercial jetliners occurred approximately once in every 140 million miles flown. Today, it' 1.4 billion miles flown for every fatal accident . s What' the risk of flying compared to driving? s In the United States, it' 22 times safer flying in a commercial jet than traveling by car, according to a s 1993-95 study by the U.S. National Safety Council comparing accident fatalities per million passengermiles traveled. What causes commercial jets to crash? There' rarely a single cause. Usually it' a combination of things. One reason accidents are so rare is s s that commercial aviation has so many redundant, back-up systems to keep a problem from becoming serious. Typically this means that before a problem escalates into an accident, safety experts say, a series of increasingly unlikely events must occur, one after another. What' the riskiest portion of a flight? s Takeoff and the climb to cruising altitude, and the descent and landing of an airplane are the two most risk-prone periods of a flight. About three-fourths of all serious accidents occur during these two relatively brief phases of a flight. Thank you very much M. Stone.

AG 03 56 II b : Deuxime enregistrement
Emission radiophonique sur les nouvelles mesures de scurit dans certains aroports
Gwendolyn Mariano, CNET News.com

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A small number of airports in Europe and the United States currently have biometrically based security systems in pilot test stages. Schipol International Airport in Amsterdam started using Privium, an eye recognition system for European-based frequent flyers, in October. This Iridians core identification technology is licensed by EyeTicket, a firm based in McLean, Virginia. A digital camera captures images of a passenger' eyes, then EyeTicket' technology connects the iris s s pattern to a passport number or frequent-flier number so that airport and airline computers can identify the passenger. The same iris recognition technology was implemented in January for 2,000 North American-based frequent flyers of British Airways and Virgin Atlantic Airways at Londons Heathrow International Airport. Frank Fitzsimmons, the chief operating officer of Iridian, says that their primary design was originally to speed frequent travelers through immigration and border control and improve passenger convenience and security in systems where lines had grown lengthy and time-consuming with the airport congestion of recent years. Because of the events of September 11, now we are being pulled into the airports primarily for security reasons, Fitzsimmons says. We and our partners are talking to at least 30 airports and airlines, he continues. We have a patent on the iris recognition concept through 2005. Fitzsimmons adds, There is a possibility that a U.S. national system will be adopted that uses one or more biometric techniques. But I think that first there will be a robust debate on the issue of privacy. Catherine Kaliniak, EyeTickets vice president of public relations, says that the companys Eye Pass security system, with iris recognition as the identification technology, is the product used by airport employees and US Airways flight crews at Charlotte Douglas since May 2000. Weve had 4,000 people enrolled in the program, making repeated entries to secure airport areas, and we have never had a false acceptance, Kaliniak says. At Heathrow, 1,000 frequent travelers from Virgin Atlantic and another 1,000 from British Airways are enrolled to debut EyeTickets new JetStream system, utilizing iris recognition for passengers the first of its kind, according to Kaliniak. Kaliniak says the idea behind JetStream is that we dont identify bad guys, we identify good guys. When the high percentage of frequent travelers, clearly identified by digital scan photos of their irises, are moved through airports, the remaining passengers are more easily scrutinized by manual or other security systems, she says.

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