1 March 2018

Malaysia is using intelligent automation and advanced analytics to help transform the passenger experience at the Kuala Lumpur International Airport (KLIA).

On Feb 27, it was announced that Malaysia Airports will be working with OpenText, a global leader in enterprise information management (EIM) to a digital transformation framework for Kuala Lumpur International Airport (KLIA).

The digital transformation plan will include the development of intelligent automation, predictive analytics, and expanded digital services for passengers at the KLIA and its second terminal klia2.

The unified digital platform will enable Malaysia Airports to differentiate engagement with passengers and other customers, drive operational efficiency, enable passenger productivity and experience, and drive new and existing revenue streams.

Data from various existing systems will be incorporated into the digital platform and be analysed with machine learning and artificial intelligence, providing insights for better decision making to enhance passenger experience as well as business and operational excellence.

“Through the Unified Digital Platform (UDP), we are looking to deliver effective engagement and achieve all-round operational efficiency that we can extend to our passengers,” said Chief Strategy Officer at Malaysia Airports Azli Mohamed.

The project will be executed in phases, through a big data analytics and digital platform that will contribute to the Total Airport Experience (TAE) strategic pillar outlined in Malaysia Airports' five-year business plan.

It will kick-start with a mobile application that will help passengers plan their journey. Through the application, passengers can receive real-time notifications on flight status, congestion levels, expected journey times and travel options, as well as airport services such as self-check-in and self-bag drop facilities. With later releases of the app, passengers will be able to access the “click and collect” service which allows them to purchase products online and have them delivered to their boarding gate.

“As a global hub for commerce, Kuala Lumpur International Airport is truly embracing a progressive model for the airport of the future,” said Vice Chairman, CEO and CTO of OpenText Mark J. Barrenechea.

This digital transformation will also benefit Malaysia Airports' commercial partners such as airlines and retailers, as well as other stakeholders at the airport such as the immigration department.

Airlines will be able to verify passengers’ authenticity before they enter a secured area by digitally matching the airlines’ check-in data with passengers’ documents. Airlines will also be notified in real-time of passengers’ whereabouts after check-in, helping to improve the overall efficiency of airport and airline operations.

This project facilitates the collaborative relationship between Malaysia Airports and the Immigration Department of Malaysia, helping to ensure queue management efficiency and incident management through digital escalation processes, as well as allocating resources based on the predictive analytics of passenger flow and volume, thus aiding in seamless immigration and emigration clearance. New security scanning facilities and boarding gate readers will also be employed to ensure seamless end-to-end passenger experience.

As a technology partner, OpenText will deliver digital and analytics capabilities through an integrated software suite, including content and big data management, service quality management, customer experience management and asset management.

The next phase will see Malaysia Airports and OpenText to collaborate on a Digital Airport Center of Excellence at Malaysia Airports' premises. The Center of Excellence will focus on driving change, with a core emphasis on identifying opportunities for transformation, assessing the impact of new initiatives and in identifying future initiatives through passenger feedback.

Original Source: opengovasia