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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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