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Uncovering Changi Airport’s secret to good service

Nurdianah Md Nur | Oct. 4, 2013
The secret lies in One Changi, a centralised platform that enables CAG and its partners to monitor their service quality and improve staff productivity.

Lee added that the IFS results are regularly shared with CAG's partners and tenants to provide them visibility to the level of customer service provided by each of their staff.  This visibility enables partners to conduct trend analyses for better resources planning, "reward employees who render good service, and allocate resources to help employees who need to improve". 

While IFS focuses on the services rendered to customers, the e-Inspection system focuses on the quality of airport facilities. e-Inspection tracks the real-time working condition of the airport facilities, and ensures timely response to service lapses or facility faults. Airport facilities monitored by e-Inspection include toilets, aerobridges, and safety equipment such as emergency lights escape routes, said Lee.

Lee illustrated that when a fault or service failure is discovered during routine inspection, the inspecting staff will use e-Inspection (on a company-owned Samsung Galaxy Tab or Note) to send a real-time report to the maintenance supervisor. Photos and videos can be included in the report to help the supervisor assess the situation and decide what needs to be done. Upon completing the corrective action, the staff will complete a mobile form which contains the time they took to complete the job and a visual of the fixed problem (if possible).

The e-Inspection thus facilitates a faster service recovery and minimises service disruption. Lee added that it helps analyse maintenance productivity and performance of the service workforce. After the implementation of e-Inspection, corrective actions are carried out within 20 minutes, as opposed to 30 minutes previously.

Providing a SWEET experience
In line with its aim of providing customers with a good experience, CAG rolled out the Service Workforce Empowerment & Experience Transformation (SWEET) system that runs on company-owned iPads.

Lee said the SWEET system features updated and detailed flight information, events on ground, and airport information such as terminal maps, store directory, and 3D visuals of attractions in the airport. The ground staffs, namely the Changi experience agents and duty terminal managers, thus use the SWEET system to assist customers when needed.

The SWEET system can also be used for staff resource planning and allocation. Using information on the flights arriving and departing from all three terminals, the ground staff can position themselves at passenger influx areas to offer help to customers, said Lee.

Consolidating and responding to feedback
Another component of OneChangi is the Customer, Tenants & Partners Relationship Management  (CTPRM) solution. Running on Salesforce's cloud, the CTPRM solution consists of relationship management portals that process, manage and track interaction cases between CAG and its customers, partners, and tenants. Interaction cases are based on feedback and enquiries from various channels including information counters, Changi Airport website, email, phone, hardcopy forms, surface mail, and the SWIFT system.

 

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