61 Our Value Creation Strategy S0 S1 S2 S3 S4 S5 ANNUAL REPORT 2021 Digitalisation refers to the digital framework encompassing enhancement, capacity development and digital innovations that aim at terminal optimisation, operational efficiency, revenue generation, regulatory compliance and health protection. Digitalisation is important to Malaysia Airports in the face of the Industrial Revolution 4.0 to ensure up-to-date technologies are used to improve efficiency, reduce human error and to redirect resources to more crucial areas of our operations. Stakeholders Involved: Capitals Affected and Trade-offs: Link to UN SDGs: Regulators and Government Employees Investors Airlines Passengers Media Tenants Vendors and Service Providers Digitalisation Human INITIATIVES/ACTIVITIES Airport Collaborative Decision Making project was awarded: The project will enable airport stakeholders to access and share real time information on aircraft turnaround and collaborate to improve operational efficiency. Single Token Journey and Self Boarding eGates expanded: Following the successful pilot programme which ran in 2020, Single Token Facial Biometric implementation started and Self Boarding eGates were installed at KUL at the boarding gates. This simplifies and speeds up the passengers’ journey through the airport. MYairports app enhanced: The app was enhanced to incorporate better capabilities. Passenger Reconciliation System launched: Enhances security when passengers enter the terminal’s security area as verification of travel documents by Aviation Security personnel is validated in real-time, enabling incidents such as no-shows to be identified and their baggage offloaded efficiently. MATERIAL MATTERS DIGITALISATION Established programmes for learning and development and career progression for IT Division (ITD) professionals within the Group: ITD Learning and Development Framework and ITD Dual Career Ladder Plan for Technical Track launched in 2021. Inculcate learning culture across ITD: 215 IT certification courses completed by staff in 2021. Completed IT document scanning programme: 74% reduction in A4 paper usage. Key Performance Indicators and Targets Financial Social Intellectual Financial Our strategic response: Key Performance Indicators FY2021 FY2020 Total active users MYairports - 5,992 shopMYairports - 4,764 MYairports - 9,411 shopMYairports – 2,752 % of digital sales on shopMYairports from total digital and non-digital sales 6.78% 0.09% Amount of digital sales on shopMYairports RM11.4 million RM0.46 million
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