PT Angkasa Pura II - DiLo (Airport Digital Lounge)
Name of Organization / Company: PT Angkasa Pura II (Persero), Jakarta, Indonesia
Category: Award for Innovation in Customer Service Management, Planning & Practice > Other Service Industries
Entry Title: DiLo (Airport Digital Lounge)
Essay:
DILO (AIRPORT DIGITAL LOUNGE)
Robot Digital Droid
The aviation industry in Indonesia doesn’t seems to slowing down anytime soon. Number of passengers keeps growing up each year with many new destinations also increased. PT Angkasa Pura II (it will be called AP II from now on) is a state- owned enterprise that responsible to manage airports in the western part of Indonesia. It operates aircraft and passenger traffics approx. 857.3 thousand aircraft movements and 111.5 million passengers in 2018. AP II is the market industry leader in Indonesia, which is approx. 49% passengers traffic generated by the 16 airports. AP II strives to become the best smart connected airport operator in the region. This will be achieved by 2020 and aligned with the AP II grand strategy “GIANT Dream 2020”.
Recently, AP II is doing a transformation of self- disruption to create Airport Digital Journey Experience through Digital Travel Service. This transformation program as the following action from "GIANT Dream" grand strategy. In order to create Airport Digital Journey Experience, AP II present service facilities that directly sensed by the customer, it is called Airport Digital Lounge (DiLo).
Airport Digital Lounge (DiLo) is a digitized integrated information service facilities that can be utilized on customers' “On- Journey” activities in AP2’s airports. DiLo can be found in airport locations such as Public Area Departure Terminal, Non- Public Area Departure Terminal and Public Area Arrival Terminal. In order to increase the number of passengers who visiting DiLo, AP II has formed 3 (three) main objectives for DiLo, they are One Stop Airport Information, Customer Digital Experience and Digital Transaction.
ONE STOP AIRPORT INFORMATION
1. Flight Information Display System (FIDS) & Monitor Space
FIDS is a monitor screen that provides actual flight information about the status and time of flight. It helps the customer to monitor their flight schedule.
2. VIRTUAL ASSISTANT
Virtual Assistant is a virtual digital facilities / interactive agents to provide audit and textual conversation services automatically and optimally to airport customers.
3. DIGITAL WAYFINDING
Digital Wayfinding provides information in the form of directions, maps and special signs, shows specific locations and makes it easier for airport customers to find their destination.
CUSTOMER DIGITAL EXPERIENCE
1. CO- WORKING SPACE
It is a facilities that can be used by personal customers or groups at airports so that they can conduct meetings or work together.
2. CHARGER STATION
It is an electrical facilities provided to support the activities of service users in recharging the electrical power of a device.
3. SELF CHECK- IN
It is a Self- service counter that serve airport self- report customers without having to be on a self- reporting counter.
4. GROUND TRANSPORTATION BOOKING
Ground Transportation Booking is a service that facilitate customers in the process of booking a taxi directly and ordering Online Taxi/ Smart Taxi easier.
5. ONLINE RESERVATION
It provides customers to be able to make an online order.
DIGITAL TRANSACTION
1. SOUVENIR ON THE GO (SOGO)
AP II sells Company Brand Accessories such as folding bags, tumblers, neck pillows / pillow necks and others.
2. MASTER BILLER
Integrated Payment Transaction Process.
3. HOSPITALITY CORNER
Excellent service to customers can be in the form of drinks (tea and coffee machine), snacks / food and other services.
4. VIRTUAL REALITY OR MOVIE SCREEN
A technology that allows users to interact with environments in cyberspace that are simulated by computers, so users feel they are in that environment.
5. ROBOT DIGITAL DROID (DiLo)
Attachments/Links:
Airport Lounge Concept: https://vo-general.s3.amazonaws.com/d41a0740-7bab-4985-83c6-71c47cf0bc3c/8f5b347f-9360-430b-b241-5a7add6b3edf?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1647272977&response-content-disposition=inline%3B%20filename%3D%22DiLo_PT%20Angkasa%20Pura%20II.pdf%22&response-content-type=application%2Fpdf&Signature=NQfvKpxJOBndgDsjRGN9OMhZW%2FY%3D
URL 1
https://youtu.be/03p36hohuPg
URL 2
https://youtu.be/K4sHoBxLY-A
URL 3
https://www.indotelko.com/kanal?c=bid&it=airport-digital-lounge-dilo