JAKARTA - Following previous Juanda International Airport success awarded the Excellent Service Award simple lifestyle (ESEAward) organized by the Service Excellence & Customer Care Center for Satisfaction and Loyalty (Carre CCSL), a brilliant achievement back etched by Angkasa Pura Airports. This time for a different field, Transformation Program which is implemented by Angkasa Pura Airports received appreciation in the competition of Indonesia Best Practice Transformation. The awarding Indonesian Night 2014 Best Practice Transformation 2014 held at Shangri-La Hotel, Jakarta on Thursday (12/2).
Indonesia Best Practice Transformation 2014 is a competition for companies that have made efforts in the form of transformation change management business for a minimum of 2 (two) years. The competition was initiated by SWA magazine in collaboration with Win Solution. With a final score of 80.25 Angkasa Pura Airports managed to finish with honors of Excellent. Technical Director of Angkasa Pura Airports, Polana B. Pramesti presented to receive the award.
Transformation program of Angkasa Pura Airports is entitled Repositioning and Business Restructuring started in 2010. This program brings the spirit of change with a focus on three main points, namely the improvement of service quality, increase non-aeronautical revenues, and contributions to the environment. Correspondingly, also conducted business paradigm change in the mindset of airport, from infrastructure providers into service company.
The result, after nearly five years of transformation goes, the Company managed to improve scores Customer Satisfaction Index (CSI). It is apparent from the results of the CSI assessment by the Airport Council International (ACI) to 4 (four) airports under the management of Angkasa Pura Airports. On the average level of satisfaction of 4 (four) airports mentioned above 4 of 5 Likert scale, even Terminal 2 Juanda achieve a score of 4.73, the highest among others. This is of course very different from CSI performance with a score of 3.57 in 2010.
"Transformation Program launched by the management since 2010 ran but was not without obstacles, but the results are expected to begin to be seen," said President Director of Angkasa Pura Airports, Tommy Soetomo. The third quarter of 2014 and then, the non-aeronautical revenues (non-aero) increased six-fold compared to 2009, before the transformation program launched. It was evident in the non-aero revenues Angkasa Pura Airports in the third quarter 2014 amounted to 690 billion IDR compared to the same period in 2009 amounting to 119 billion IDR. Until the quarter non-aero revenue sector contributed 41% of total revenues, a percentage that previously existed on the figure of 39% in 2013. "If we view this achievement, then what the ideals of Angkasa Pura Airports that are equivalent to world class airport would be very likely to materialize because practical, international-class airport operator has a higher proportion of non-aero revenues that are above or equal to 50% of total revenue," said Tommy.
The result of the transformation is not only financially, but also increasingly in short the process of working with an integrated approach to information systems, improving the welfare of employees, and the main thing is that the service users began to enjoy the better level of service. "A pride when many service users in Surabaya Juanda International Airport, Sepinggan International Airport, and the Ngurah Rai Bali International Airport expressed their satisfaction, even praise that the domestic terminal I Gusti Ngurah Rai Airport Bali is the best Indonesian domestic terminal and one of the best in the world," said Tommy.
Incision predicates of Excellent in Indonesian competition 2014 Best Practice Transformation completing achievement of Angkasa Pura Airports in early 2015. In addition to the award simple lifestyle Excellent Service Award (ESEAward) received by Juanda Airport in Surabaya, Angkasa Pura magazine –internal media of Angkasa Pura Airports - was awarded Bronze Winner in the event the 4th Indonesia In-house Magazine Award (INMA) in 2015 organized by the United Company Press (SPS). [YAH]
