Overview Client Brief Business Challenges Our client is a Leading International Airport in Middle East which was conceptualised to function as region's primary and busiest airport with capacity to handle millions of passenger and cargo traffic. A major cause of passenger dissatisfaction in the aviation industry is due to the missing items. Managing the lost and found items at one of the world's busiest airport manually was turning out to be a challenging task for our client. The airport, well known for its state-of-the-art infrastructure, had deployed latest technology and used to encourage its employees to use state-of-the-art devices on the field. In order to further improve services for its passengers and airline partners airport decided to implement a comprehensive and easy to use information system for managing lost property at the airport. This prompted the client to look for an IT partner who could design and implement a system which will help them overcome challenges like high percentage of unclaimed lost property items and deal with incomplete information of lost property. The new system and process meant that both the airport management and the passengers can more easily, quickly and conveniently report, find and retrieve lost items. The client wanted the new system to provide end to end automation of lost and found process by recording the lost /unattended items found at the airport premises, capture relevant information of the unattended items & manage the storage of items, pass the property to the right owner and dispose the items in case of no claim within a stipulated time. Helped one of the Busiest Airports Drive Operational Excellence and Improve Airport Services Customer Industry Challenges Solutions Benefits A Leading Airport in the Middle East Region Airlines To Improve Maintenance & Management of Unclaimed Property of the Passengers Ÿ End to End Optimization & Automation of Process used to Manage Lost Property at the Airport Ÿ System Designed to Provide Local Language Support Ÿ Improved Operational Efficiencies of the Airline Staff Ÿ Helped Client Improve Passenger Experience Case Study
Transcript
Overview
Client Brief
Business Challenges
Our client is a Leading International Airport in Middle East which was conceptualised
to function as region's primary and busiest airport with capacity to handle millions of
passenger and cargo traffic.
A major cause of passenger dissatisfaction in the aviation industry is due to the
missing items. Managing the lost and found items at one of the world's busiest airport
manually was turning out to be a challenging task for our client.
The airport, well known for its state-of-the-art infrastructure, had deployed latest
technology and used to encourage its employees to use state-of-the-art devices on
the field. In order to further improve services for its passengers and airline partners
airport decided to implement a comprehensive and easy to use information system for
managing lost property at the airport.
This prompted the client to look for an IT partner who could design and implement a
system which will help them overcome challenges like high percentage of unclaimed
lost property items and deal with incomplete information of lost property. The new
system and process meant that both the airport management and the passengers can
more easily, quickly and conveniently report, find and retrieve lost items. The client
wanted the new system to provide end to end automation of lost and found process by
recording the lost /unattended items found at the airport premises, capture relevant
information of the unattended items & manage the storage of items, pass the property
to the right owner and dispose the items in case of no claim within a stipulated time.
Helped one of the Busiest Airports Drive Operational Excellence and Improve Airport Services
Customer
Industry
Challenges
Solutions
Benefits
A Leading Airport in the Middle East Region
Airlines
To Improve Maintenance & Management of Unclaimed Property of the Passengers
Ÿ End to End Optimization & Automation of Process used to Manage Lost Property at the Airport
Ÿ System Designed to Provide Local Language Support
Ÿ Improved Operational Efficiencies of the Airline Staff
Ÿ Helped Client Improve Passenger Experience
Case Study
Solution Offered
After an extensive search, HCL MEA was shortlisted as IT partner by
the client to meet the operational objectives of the Airport Service
team and to minimize their policing role and thus help them to focus
more on core aviation security functions. HCL created a
comprehensive, easy to use application to manage the information
associated with abandoned property. The client chose HCL over
other service providers because of HCL's capability to manage a
complex IT environment, its rich experience in application
development and deployment space and access to global best
practices and methodologies.
After understanding the client's requirements fully, HCL offered an
integrated system that contained three core components i.e. a Web
Module, a PDA Module and an Online Reporting Module.
The Web Module comprised of a web based application to handle the
overall system. This was done to facilitate creation of new cases for
lost property, assigning them to PDA for processing and keeping
track of the stored items.
The Web module also offered facilities like generation of reports and
creation of dashboards of the lost property as and when needed,
initiation of the lost property dispatch process and moving the lost
property for auction in case of no claim within a stipulated time. The
Web module was integrated with PDA using smart device technology
based on .Net Compact Framework 3.5. The PDA worked through
Wi-Fi and had windows based platform. In the event of a new case of
lost property, the Web module can send alerts to PDA users to take
immediate action on the lost property by visiting the site, capturing all
relevant information, generating bar code of the lost item and
uploading it on the database. Another advantage associated with the
PDA module was that it enabled the PDA users to handover the lost
property anytime using the dispatch module on the PDA to the owner
once the owner's verification was confirmed.
Lastly, for the convenience of the passengers and the
airport staff, an online Lost Item Registration portal was
created which was linked to the main system. This portal
was integrated with the main website of client both in Arabic
and English language. With the help of reporting module of
the system, it became easy to track the owner of the lost
property on the basis of complaints logged on-line.
Subsequent to the complaints logged, the reporting module
can guide the owner of the property to the nearest dispatch
counter by retrieving storage information of the lost
property.
The new system has enabled the airport authorities deliver
a world class customer service to millions of travellers
visiting airport each year by making their travel experience
more comfortable and hassle free. With the new system,
HCL MEA has helped the client to move from a
disconnected manual process to an automatic and
integrated business driven information system that helps
track passenger's lost items with ease.
Many information management tasks such as user- defined
reports with customized content and formats have led to
increased transparency across several departments.
Additionally, HCL's regular knowledge transfer sessions
have led to higher efficiency of the airport staff who can
effectively use the application to track the owners quickly
