Malaysia Airports will be working with OpenText to develop intelligent automation, predictive analytics, and expanded digital services for passengers at the Kuala Lumpur International Airport (KLIA), including its second terminal klia2. This 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.
The development of this 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 fed into the digital platform from various existing systems will 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.
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.
“As we embarked on an analytics-led digital transformation, we were looking for a technology partner that offered a sustainable, integrated solution. 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 Azli Mohamed, Chief Strategy Officer at Malaysia Airports.
The project 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.
“OpenText’s proven track record of executing large-scale digital transformation programmes, built on our leading Enterprise Information Management platform and services, will enable OpenText to help Malaysia Airports with its vital transformation strategy. As a global hub for commerce, Kuala Lumpur International Airport is truly embracing a progressive model for the airport of the future, one that we at OpenText is excited to play a major role in” said Mark J. Barrenechea, Vice Chairman, CEO and CTO, OpenText.
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.
OpenText and Malaysia Airports will also collaborate on a Digital Airport Centre of Excellence at Malaysia Airports' premises. The Centre 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.