3 Cs of Employee Engagement: How NICF Helped Changi Airport Group IT

3Cs of Employee Engagement

How NICF helped CAG IT

Steve Lee

Chief Information Officer

© 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval.

Changi Airport Group (CAG)

Manages and

operates

Changi and

Seletar Airports

Airport

Operations

Airport

Emergency

Services

Air Hub

Development

Commercial

Activities

Investment in

foreign airports

2


Passenger Terminals

• Four passenger terminals at Changi – Terminal 1 – Opened in 1981, refurbished in

1995, and 2012

– Terminal 2 – Opened in 1990, upgraded in

2006

– Terminal 3 – Opened in 2008

– Terminal 4 – To be opened in 2017

• Total handling capacity – 66 mppa

• Total gross floor area of over 1 million m2

(140 football fields, or 8-10 times of VivoCity)

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Terminal 4 • Scheduled for completion in 2017

• Planned capacity of 16 mppa

• Unique see-through concept separating the

public and restricted zones

• Features self-service and automated options at

key touchpoints such as check-in, bag drop,

immigration clearance and departure gate-

boarding

© 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval. 4

© 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval. © 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval. 5


Project

Jewel

• Scheduled for completion in 2018

• Mixed-use complex, incorporating aviation, retail

and leisure

• Architecturally iconic – stunning glass and steel

façade

• Serve as node – linking all three terminals

• Will increase T1 handling capacity

to 24 mppa


© 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval. © 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval. 7


Changi Airport at A Glance

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Many Partners, Many Missions, One Changi

200+ organisations

10,000 frontline staff

34,000 airport staff

1,500 CAG staff

To provide 140,000 customers ONE CHANGI EXPERIENCE every day

9

© 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval. Page 10

CAG IT Strategic Areas

Vision

Deliver innovative,

rapidly adaptable

information systems

that are recognised by

CAG and its divisions

as providing

competitive business

advantage.

Mission

Deliver cost effective,

enterprise-wide,

customer-focused

information systems

and services to

achieve the vision

10


How CAG IT Resources are Organised

• 55 CAG staff

• 10 sections

• Led by 2 VPs and 3 AVPs

• More than 150 contractors for projects and operations

• Interns and consultants



The 3Cs for Employee Engagement:

Care, Career and Competency

• People value how the company: cares for them; has a

plan for their careers and; develops their competency.

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• Identify Core Competencies required:

– Programme and Project Management

– Outsourcing Management

– Enterprise System Architecture

– Database / Information Management

– IT Service Management

– Security / Risk / Business Continuity Planning Management

• Adoption of NICF (National Infocomm Competency Framework) & leverage on SPUR to attend courses in these areas.

• Strong focus on Coaching and Mentoring for junior staff and “experiential learning”

• Training and development as part of Personal Development Interviews.

Developing Competency in IT Team

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Developing Key Competencies

• Importing Competencies through Hiring

– Senior Competencies

– Functional Competencies

• Leveraging on Academia

– SMU : Business Process Modeling and

Analysis

– ISS : Developing IT Competencies

Framework

• Leveraging on Professional Associations

– IT Management Association

– Singapore Computer Society

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Our Journey on NICF started….

• Changi Airport Group (Singapore) Pte Ltd (CAG)

engaged the Institute of Systems Science (ISS) of the

National University of Singapore (NUS) for a

Competency Framework development project in April

2010 to develop a competency development support

structure within CAG’s Group IT department.

• As part of this Competency Framework development

project, CAG leveraged on the National Infocomm

Competency Framework (NICF) for maximum efficiency

and alignment with established industry standards

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NICF Framework Allows Management Team to

Develop Competencies in a Systematic Manner


Staff Development through NICF

Courses

• Staff attended 84 NICF courses since April

2010.

• Various areas from Project Management,

Outsourcing Management, Business Analytics,

Requirements Analysis etc.

• Focus on our Core Competencies

• Sent only after staff working experience on the

area of development

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One Way We Showing That We Care:

NICF Training Plans Incorporated in CIT Personal

Development Interviews (PDI)

• CIT included a section in staff’s Personal Development

Interview(PDI) session on Development/Competency

Development needs based on NICF training plans.

• Staff review their training plans twice a year with reporting

officer & countersigning officer.

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Developing Their Career:

How NICF has helped in CAG’s PDI

• Increased staffs’ competency through training.

• Staff are able to learn for other organizations through

team building activities in the training.

• Empowered staff to take ownership of their own career

development.

• Improved staff attitude and morale.

• Staff are able to know what training are needed to

improve their capability

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• Staff are able to manage the Stakeholders and it

improved customers’ satisfaction.

• Training enabled staff to use different techniques to

complete the work more efficiently.

• Staff are more engaged in their roles and

responsibilities.

How NICF has helped in Improving

Employee Engagement

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72% Our leaders at all

levels lead by

example

(LEADERSHIP)

79% I feel I am learning

and growing on the

job (LEARNING

AND

DEVELOPMENT)

81% I have challenging

(stretched) and

achievable goals

(MANAGING

PERFORMANCE)

58% It would take a lot to

get me to leave this

organisation

(ENGAGEMENT -

STAY)


NICF has helped us Employee Engagement

Care, Career and Competency

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Engaged, Challenged &

S - T - R - E - T - C - H - E - D


Thanks!

Our job is to make everyone the

best that they can be!

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Date post:	06-May-2015
Category:	Business
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