Having successfully transitioned to PRM Manager, the ISS PRM operation has revolutionized the manner in which access accurate information and can undertake informed decisions based on finely tuned resource analytics. Key areas of importance include No-Show reporting coupled with resource planning. ISS found themselves in a favourable position where they could instantly refer to passenger trends from arrival flights and airlines, ascertain the no-show rate and apply their interpretations to finely balance the number of staff needed to cover identified peak periods. Further actionable areas included openly talking with the airlines that were demonstrating significantly higher no-show rates to collaboratively work together to reduce that rate and improve the level of service delivered to both the airline and its passengers. Another area which saw an immediate improvement was SLA performance on departures. The Director of PRM Services had analysed the data and concluded that SLA performance was below acceptability under certain conditions. Upon dissecting the operational factors influencing the shortcomings, team incentives with weekly rewards were introduced with positive effect. The initiatives exist to this day and play a key role in employee motivation, team building and job performance.