How Changi Airport uses video analytics to improve customer experience

By leveraging video analytics, Changi Airport Group enabled its trolley retrievers to be more productive, which positively affects the passenger experience.

By Nurdianah Md Nur
July 20, 2016

Each WTMS also comes with local storage, which enables CAG to store trolley images and counts for 10 calendar days. Should an outage occur, WTMS is able to re-establish sending information when the network connection is achieved. 

Additionally, each WTMS is connected to CAG's 5GHz wireless network and infrastructure to allow it to wirelessly communicate to the backend server and CMS.

Taking on the role of the brain of the ATMS, the CMS provides supervisors with real-time display of trolley quantities at each docking station. It relays the number of trolleys at each trolley docking station - based on the images captured by WTMS' IP cameras - via a graphical user interface (GUI).  

The CMS also incorporates departure and arrival flight information into its system. This allows supervisors to anticipate which docking stations will require more trolleys than usual and deploy trolley retrievers to replenish those stations prior to flight arrivals.

The final component of ATMS - mobile handheld device/user workstation - aims to support a mobile workforce. As such, the CMS' GUI is designed to be compatible with any browser and operating system, allowing supervisors to access information on the go via mobile devices or through desktop workstations.

Enjoying the fruits of its labour
The ATMS has brought multiple benefits to CAG since its launch in July 2015.

Since the ATMS is able to count trolleys, detect shortages and automatically trigger system alerts prior to flight arrivals, supervisors are now able to better prioritise work for trolley retrievers. According to CAG, this has resulted in up to 25 percent man-hour savings for transit trolley operations. It has also enabled CAG to redeploy some trolley retrievers to other areas of the airport such as the landside areas to perform other trolley operations and management roles.

Due to the productivity gains from ATMS, CAG was able to increase the number of trolley docking points in the transit area from 50 to 70 without requiring additional manpower. Combining this with the fact that ATMS mitigates the instances of shortages of trolleys, passengers now have more points from which they can pick up a trolley from. This ultimately translates to better passenger experience, said CAG.

Increasing the number of trolley docking points has also encouraged passengers to self-dock their trolleys after use. According to CAG, it saw an increase in the propensity to self-dock by up to 30 percent after the implementation of ATMS.

Finally, ATMS has enabled better optimisation of operations. With ATMS, CAG is not only able to monitor the trolley levels at the transit areas, but also collect trolley utilisation data. The utilisation data will be analysed in the near future to further fine-tune and optimise CAG's trolley resources (in terms of manpower and inventory), said CAG. 

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