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How Changi Airport uses video analytics to improve customer experience

Nurdianah Md Nur | July 20, 2016
By leveraging video analytics, Changi Airport Group enabled its trolley retrievers to be more productive, which positively affects the passenger experience.

Continued efforts to boost productivity and efficiency
As part of its ongoing push to improve productivity, CAG and the Civil Aviation Authority of Singapore (CAAS) recently announced that they will be investing more than S$20 million over the next six years in a Smart Apron initiative.

Under that initiative, CAG will install a wireless communication network (Wi-Fi) in Changi Airport's apron - the area where aircraft are parked on the tarmac - at Terminals 1 to 4, as well as remote and cargo aircraft stands.

The move aims to provide a new platform for airport companies to innovate and drive productivity in airside operations. Companies that will be the first adopters of the Wi-Fi network include ground handling provider dnata Singapore; chief ground-handling and in-flight catering service provider SATS; and SIA Engineering Company (SIAEC), which specialised in aircraft maintenance, repaid and overhaul services.

With the new network, ground staff will have access to real-time data and work instructions, reducing information search time and allowing them to respond quickly to operational changes, said CAAS in a press release.

Besides the Smart Apron initiative, CAG is also planning to use technology to improve passengers' experience, enhance operational efficiency and raise manpower productivity at Terminal 4 (T4), which is slated to open in 2017.

CAG announced in July 2015 that T4 will see "terminal-wide implementation of fast and seamless travel (FAST) initiatives
such as a complete suite of self-service and automated options from check-in and bag drop to immigration clearance and boarding".

Besides that, the new terminal will leverage facial recognition technology to reduce the number of employees needed to perform manual visual checks of passengers. Since passports and boarding passes will also be scanned and verified automatically, passengers can expect a shorter time for clearances.

"Besides benefits accruing to airlines from manpower savings, [we hope that these efforts will also enable] passengers to enjoy an enhanced airport experience. Apart from shorter queuing times, passengers will have the flexibility to check in at their convenience using the self-service kiosks in T4," according to CAG's press release.

 

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