Business & Operations Review (Part 2) - Changi Airport Group

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themed gardens ranging from tranquil indoor ponds
to outdoor sunny enclaves to enliven your spirits.
The IFS allows CAG to obtain feedback on the areas where
Changi has performed well in addition to those on service
lapses. Its instant ratings system provides CAG with a more
comprehensive picture of performance levels across all the
touch points surveyed. In addition, the real-time feedback
mechanism empowers Changi’s airport partners to be
more responsive and proactive in addressing the needs of
customers. The IFS reports also allow airport agencies and
businesses to analyse trends to better plan resources, improve
productivity and identify service gaps.
The IFS has been implemented at selected check-in,
immigration, information counters and toilets in Terminal 3
on a trial basis. Following its implementation in these areas,
the overall number of feedback received has increased
exponentially by an average of 195 times compared to the
pre-implementation period when only traditional channels
such as feedback forms, e-mail and feedback kiosks were
available. The IFS is being progressively implemented at other
areas airport-wide.
e-Inspection, the second component of SWIFT, has been
developed to ensure timely response to faults and to
improve the productivity of the service workforce such
as washroom attendants, estate management officers,
aerobridge technicians and other service staff. With the use
of smartphones, the e-Inspection system supports timely
facilities inspection and maintenance by service teams and
allows real-time tracking of the working conditions of facilities
in the terminals.
For example, in washrooms equipped with the IFS,
passengers are invited to rate the cleanliness of the
washrooms. If they give a less than satisfactory rating, they are
prompted to indicate the reasons for their rating by selecting
on-screen icons (for instance, ‘wet floor’, ‘no toilet paper’,
‘dirty basin’, and so on). A mobile alert is then transmitted via
the e-Inspection system, to the smartphone of the cleaning
supervisor, who can then initiate the necessary corrective
action.
During inspections of facilities, when a fault is discovered,
e-Inspection enables the service staff to report it immediately
using a smartphone. Besides enabling faster service recovery
and minimising service disruption, it also allows analysis of
the maintenance productivity and performance of the service
teams. Following the implementation of e-Inspection, the
number of faults detected on-time has increased significantly
and the response time for repairs of breakdowns has
improved by 30%. The productivity of the service staff has also
increased correspondingly.
The e-Inspection system is used to track and monitor
estate management maintenance and inspection activities
at Terminal 3. It is being progressively developed for
other aspects of airport operations such as aerobridge
maintenance. There are plans to expand usage of the system
to cover other user groups across the whole airport.
CHANGI AIRPORT GROUP annual report 2010/11 41