Changi Airport has made great gains in productivity and service standards, three years after it launched a feedback system allowing visitors to rate its staff and facilities, and a real-time inspection system to monitor faults in the airport.
Since 2010, the move has slashed maintenance costs by more than $2 million, improved response time for repairs by 30 percent and reduced manpower by 69, or about five per cent, said the Changi Airport Group in a media statement.
Through its E-inspection system, maintenance staff can report faults to contractors using smartphones installed with specialised software, and keep tabs on repair progress. The instant feedback system also allows airport users to rate counter staff, immigration officers, retailers and cleaners.
The airport hopes to expand the system soon to include other areas, such as escalators, lifts and passenger loading bridges.