A digital transformation: enhanced airport services in Indonesia

The world is continuing to deal with the Covid-19 pandemic and the significant impact it has had on people’s lives and the economy. The aviation sector is one industry that was hit very hard, with ICAO confirming that the decline of passenger numbers has been the worst in history. Indonesian Airports, managed by Angkasa Pura II, a State-owned Airport Operator, confirmed a passenger decline of 60 per cent with a 47.3 per cent loss of income in 2020.

In the midst of the Covid-19 pandemic, Angkasa Pura II, which is responsible for 20 Indonesian airports, consistently provided the best possible service to the community despite the challenges. Soekarno-Hatta Airport advanced its position to become the 34th best airport in the world according to Skytrax. It furthers ranks number 6 in the world in the 20-25 million passenger Airports category and number 10 for best Airport Staff in Asia.  This airport also received the 2021 Covid-19 Airport Excellence Award.

Air transport continued during the COVID-19 global pandemic despite the low passenger demand. Specific arrangements are required in public health emergencies, particular as the demand for air travel increases. Angkasa Pura II believes that their strength lies in their ability to bring innovation to air transport to make air travel easier for passengers. In order to respond to future challenges, Angkasa Pura II has launched a Digital Transformation project that will enhance their position as an airport enterprise leader in the region.

This transformation effort will be supported by an own developed ‘Digitally Ready for Operational and Infostructure Development’ model (DROID). The DROID Model consists of three main platforms: the Operational Excellence (OX) digital platform with the iPerfom application; the Customer Experience (CX) Digital Platform with a Travelin application; and the Ecosystem Exploration (EX) digital Platform with a Pocket Airport Collaborative Decision Making (ACDM) application.

The Pocket ACDM is a mobile application that establishes collaboration and synergy so airport stakeholders can share real-time operational information and create a single information data node for other airport stakeholders. This will enhance the operational decision-making process in an integrated, tactical, effective and efficient manner.

 

The Travelin application contributes to increasing customer/traveler satisfaction based on the Airport Service Quality Survey (ASQ Survey) held by Airport Council International (ACI). The average ASQ Survey score (on a scale from 1-5) at AP-II airports in 2016 recorded 4.68 in 2017, 4.76 in 2018, 4.87 in 2019 and 4.9 for Soekarno-Hatta Airport in 2020. This Travelin APP digitalized all COVID-19 test services at AP II airports (Airport Health Center).

iPerform is a special application for Angkasa Pura II employees to enhance daily operations in the midst of the pandemic and to sustain the level of efficiencies. Angkasa Pura II also recorded increased savings in the first quarter of 2021.  Several processes are included in the iPerform APP to reduce employees physical mobility and competency programs are now carried out online.  iPerform now monitors the optimization of airport facilities to ensure operational efficiencies. In the same quarter, electricity usage efficiency at Angkasa Pura II airport was reduced to 42 per cent and water usage to 52 per cent per month, when compared to similar periods.
The ACDM Pocket application enhanced collaboration amongst all airport stakeholders and improved flight predictability, on-time performance (OTP) and slot times. The implementation of ACDM in the midst of the COVID-19 pandemic enabled Soekarno-Hatta Airport to provide required services for all stakeholders.
Angkasa Pura II technology infrastructure can now quickly support newly published pandemic regulations. The PeduliLindungi, an application developed to assist the relevant Indonesian government department in tracking the spreading of COVID-19 cases, helped to process passengers and flight departures. This application relies on community participation to share location data with each other whilst traveling to record tracing of COVID-19 infected passengers. Application users gets relevant notifications if they are in a crowd or are in a red zone – an area where COVID-19 infected people have been recorded.

The Autogate system has been integrated with the PeduliLindungi APP. Every passenger entering the airport terminal must show proof of the PeduliLindungi QR Code. The autogate system will only allow passengers to continue the check-in process if in possession of the correct vaccination card and COVID-19 test certificate.

To achieve strategic targets and monitor the transformation programme, periodic evaluations are carried out through the Program Management (PMO) Unit and the successfully tested dashboard monitoring system, iPerform application.