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  • PT Angkasa Pura II Launches a Real Time Assessment System for Airport Services


Latest news about PT Angkasa Pura II (Persero)

PT Angkasa Pura II Launches a Real Time Assessment System for Airport Services

09 Jan 2020

JAKARTA, - PT Angkasa Pura II (Persero) has been implementing the concept of Smart Airport in the last three years in developing various airports managed by the company. One part of Smart Airport is the Airport Digital Journey Experience program. Through the Airport Digital Journey Experience program, PT Angkasa Pura II brings digitalization at various service points (touchpoints) to travelers.

A number of digitization services start from the Indonesia Airports Mobile App, self check-in, digital wayfinding, digital lounge, smart taxi, smart baggage, e-booth, e-ticketing to smart toilet. Now, in early 2020, PT Angkasa Pura II has again launched an innovation to make airports smarter by presenting a rating system for various services whose results can be known in real time.

"Starting January 1, 2020, we launched a monitoring system to see the level of traveler satisfaction in real time with services and facilities at the airport. We call this system the Real-Time Dashboard System For Customer Experience abbreviated as 'Ready4cx' or if it is read quickly to be ready for six, "said PT Angkasa Pura II President Director Muhammad Awaluddin.

This Ready4cx system is likened to making airports able to communicate with their travelers in relation to services, where the traveler gives a rating and in the quick time there will be a direct follow-up from PT Angkasa Pura II.

"Digitalization in airport management cannot be denied, airports cannot be managed in traditional ways anymore. An airport can be likened to connecting all economic activities [economic connector]. So, if there is the term Internet of Things [IoT], in the future there will be an Airport of Things, "said Muhammad Awaluddin.

The Ready4cx system is available at i-Mate Kiosk at PT Angkasa Pura II airports, in other words a traveler or customer can rate various services at the airport through i-Mate Kiosk. In the meantime, the input given by the traveler is in the form of a Likert scale of one to five, where in the future the input will be prepared in the form of narration.

Touch Point

A number of touch points that can be rated by travelers such as baggage claim convenience, baggage handling, check in process, internet access / WiFi, land transportation, waiting room convenience, security process, shopping facilities, supporting facilities, toilets and so on.

"This customer real-time evaluation system makes PT Angkasa Pura II more able to maximize performance so that there is a quick response to customer input, can become an early warning detection system for existing services, and foster operation of the agility process of customer service. At the beginning, Ready4cx is available for travelers to assess services at 16 airports and in the future it will cover 19 airports or all airports managed by PT Angkasa Pura II, "said Muhammad Awaluddin.

Since it was launched, this real time scoring system has also received a good reception from travelers, seeing the high number of travelers who give ratings through i-Mate Kiosk.

Like for example on January 7, 2020 yesterday, where the total respondents at 16 airports reached 9,632 passengers. On that date, the average service performance rating at 16 airports reached 4.31 with the highest rating on baggage claim convenience (4.47) and the lowest was baggage handling (3.91).

"Evaluation with real time results is very useful for us to maintain global standards or meet all the criteria in the Airport Service Quality [ASQ] component of the Airport Council Internationl [ACI] and also Skytrax. Eventually, airports in Indonesia will be aligned with other world-class airports with global standards, "said Muhammad Awaluddin.