The Hamad International Airport (HIA) was honoured as a ‘nominated winner’ for ‘Service Delivery Measurement’ in the ‘Smart Transport Solution of the Year’ category at the Qatar IT Business Awards 2018, in Doha.
‘The Smart Transport Solution of the Year’ award is given to businesses or government entities in the transport sector that have developed or deployed smart solutions with real-world applications in technology areas, including emerging technology.
Winners are selected based on originality, creativity and competence in their integration of smart solutions, awarding entities for their innovative approach as well as services and business insights that have helped deliver high client satisfaction.
On the award, Ahmad al-Khater, senior manager (Government and Stakeholders Relations) at the HIA said, “We are grateful and honoured to have received the ‘Smart Transport Solution of the Year’ Award. This recognition is a testament to the airport’s efforts and hard work in delivering on its commitment to offer a hassle-free experience to all passengers at every step of their journey.
“HIA is committed to operational excellence and a smooth passenger experience as we seek to continuously improve efficiency, reduce queuing times, and deliver the best passenger service.”
The Service Delivery Management System (SDM) is a tool to help businesses gain key insight into passenger processing and tracking to facilitate shorter queuing time and process time forecasting.
THe HIA implemented SDM in 2017, allowing the airport to measure and monitor the performance of passenger processes and target opportunities to further improve the quality of services provided to passengers.
Through SDM, the HIA has successfully identified areas to optimise operational efficiency in order to deliver an enhanced airport experience through a customer-centric focus. The HIA’s transfer areas now total four that are spread across the north and south nodes of the terminal.
Travellers’ walking time has also been significantly reduced while the overall security screening capacity increases to accommodate growing passenger numbers.
With its latest initiative, the HIA has delivered an industry-leading achievement by ensuring that at least 95% of its transfer passengers queue for under five minutes.
The world-class airport exceeded this mark during April 2018, where out of the more than 1mn transfer passengers that were screened, 99.5% queued for under five minutes.
The Qatar IT Business Awards by the Ministry of Transport and Communications (MoTC) honours organisations that have benefited the ICT Industry and the development of innovation.