78 MALAYSIA AIRPORTS HOLDINGS BERHAD Technology and data driven to enhance airport experience, capacity and security We leveraged our Airports 4.0 digital transformation initiative to enhance the airport experience, improve capacity and efficiency and boost security as these are building blocks for future growth. The use of technology has enabled the Group to rethink and redesign its operations particularly in the light of the new travel norms. For example, as new travel SOPs require the checking of additional documents and hence longer passenger processing time, at KUL we deployed an Automated Queue Management System to manage and reduce queue wait times to under 10 minutes. Adata-driven approachwas one of the key success factors behind 2021’s biggest wins - KUL and Langkawi International Airport (IATA Code: LGK) being named as ‘Best Airports’ in the Asia Pacific region for their size categories by ACI World in the annual Airport Service Quality (ASQ) awards. In improving service quality and understanding what drives guest satisfaction, in 2021 our people combed through and analysed feedback provided by airport users and regularly disseminated the data to relevant airport stakeholders to enable them to focus their time and resources accordingly. For example, among the major contributing factors to guest satisfaction as we have gathered from their feedback is their confidence in the health and safety standards at the airports and the cleanliness and availability of washrooms. This comes on the back of the completion of our refurbishment of washrooms at KUL and obtaining ACI Airport Health Accreditation for KUL and LGK, together with four other international airports. Stepping up to challenges In my meetings with our people on the ground, it is clear that they are ready for any challenges that lie ahead. Despite the challenging operating conditions, we have maintained a ‘zero retrenchment’ policy, choosing instead to retain, reskill and redeploy our people. Average training hours per employee for operations in Malaysia rose 200% YoY from 13 hours to 39 hours. As a result, we are ready to scale up our operations immediately as our staff force has remained intact and with improved capabilities. Certainly, our people have stepped up to the plate. They were critical in executing and coordinating the many moving parts that needed to come together to win KUL and LGK their Best Airports awards in ACI’s ASQ 2021 Awards. Their efforts also resulted in Malaysia Airports obtaining ACI’s Airport Health Accreditation certification for six international airports – KUL, Kota Kinabalu International Airport (IATA Code: BKI), Kuching International Airport (IATA Code: KCH), LGK, Penang International Airport (IATA Code: PEN) and Istanbul Sabiha Gökçen International Airport (IATA Code: SAW). Our airport staff have played a major part in the government initiatives to revive the aviation and travel industry, for example the Langkawi Travel Bubble and the Vaccinated Travel Lane by Air. They have worked closely with other members of the airport community and government agencies to ensure the success of these initiatives as the precursor to the reopening of Malaysia’s borders. Our values remain constant In a period of constant change, it is important that we hold fast to our values that underpin Malaysia Airports. Giving back to the community around us is part of Malaysia Airports’ DNA and in the course of 2021, we helped those in need through our MYAirportCARES programme. Over 4,000 families in need who live in the vicinity of our airports benefited from our food aid and flood relief initiatives. Our employees also pooled their MANAGEMENT DISCUSSION AND ANALYSIS Among 2021’s biggest wins are KUL and LGK being named as ‘Best Airports’ for service quality by ACI World in the annual Airport Service Quality awards.
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