Project: Changi Airport Digital Master Plan
Industry: Airport Operator
Changi Airport Group’s Digital Master Plan (DMP) is a business transformation program for the airport that has transformed Changi’s passenger experience and laid the foundation for Changi to be a Smart Airport of the future.
The DMP, which was first rolled out in 2014, helped Changi create a unified digital identity and presence by communicating to its passengers through a streamlined, omni-channel content delivery and providing a revamped Changi mobile experience. Changi leverages big data to deliver a personalized Changi experience for each of its passengers. By digitalizing core operations processes and gaining deep understanding of key operating imperatives, Changi has achieved improved operational anticipation and reaction, data-enabled resource planning, and a data-driven platform for collaboration and problem-solving. Today’s airports are no longer just a place where airplanes take off and land, as well as passengers come and go. Airports are remaking themselves to become destinations on their own and are vital economic generators providing a gateway to the city, state, or country.
CAG’s plan takes an enterprise approach with a shared vision for digital transformation across key divisions. It focuses on service and operations transformation, unifying brand and identity, revamping the Changi mobile experience to delivery personalized content and experience through big data and analytics and has created a framework to leverage digital technologies to respond to demands in real time through analytics and service transformation.
CAG has won many accolades and awards in their service standards and technology adoption through its constant drive for innovation.