- POSTED: 16 Dec 2013 17:24
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A new system rolled out by Changi Airport has led to cost savings of S$2 million, and a five-per cent cut in manpower needs for housekeeping and maintenance while improving reaction times to faults.
SINGAPORE: A new system rolled out by Changi Airport has led to cost savings of S$2 million, and a five-per cent cut in manpower needs for housekeeping and maintenance while improving reaction times to faults.
300 staff members from across different units -- from toilet cleaning to building maintenance -- have been equipped with a smartphone each, allowing them to conduct routine inspections and report faults using specialised software.
At the start of each inspection, the employees scan a barcode which brings up a checklist specific to their area of work.
And if, for example, employees spot a broken chair in the Departure Hall, they can flag the fault instantaneously and include photos or videos with the software.
Outsourced contractors will be alerted immediately via SMS and will arrive on-site to look into the problem within 30 minutes, compared to a few hours under the old system.
Housekeeping supervisor Suma Thi said: It's easier for us to do because we can just snap a photo if there's a fault. We can send through our system so the maintenance can acknowledge it. We don't have to call and inform. It saves our time also.
"Once the maintenance come, they know where the fault is. It's easier for them to come and check."
Before this standardised system was implemented, communication was mostly inconsistent. Frontline staff might have taken a photo of the fault, sent it to the contractor via email, and perhaps follow-up with a phone call or hand-written notes.
The streamlined process means fewer staff are needed on the ground as inspectors can cover more area in the same amount of time.
Another system which contributed to cost-savings is the "Instant Feedback System". Touch-screens installed in toilets allow members of the toilet to report faults -- such as wet floors or choked WCs -- so cleaners no longer have to be stationed in one toilet, but can be deployed to clean a few.
"We're able to do the job with fewer people, resulting in cost savings while enjoying a higher level of service with quicker response to our customers,” said Foo Sek Min, executive director of the corporate cluster at Changi Airport Group (CAG).
“With that, we intend to roll it out to our mechanical and electrical maintenance. This includes things like the escalators, the lifts, the lightbulbs, and specialised systems like our passenger loading bridges, our runway inspection."
The integrated system, called e-Inspection, also allows the management to track trends and spot recurring problems.
CAG plans to roll out this system for operational processes across the airport, including runway maintenance and electrical switch rooms.