Case sharing | intelligent Western Airport

Airport is a special industry , It is an important part of the public transportation system , With the nature of quasi public services （ Therefore, the pricing of aviation business is often guided and regulated by the government ）, At the same time, it is also a scene of business and tourist flow , With high commercial value . Compared with most industries , The safety of the airport for operation 、 High accuracy requirements , Therefore, the construction and application of information systems are also relatively early , But traditional information systems often only focus on the production environment , It solves the information support problem of office management and production operation , But passengers' perception of this system is very low .

Digital transformation of Western Airport , From a technical point of view, there may not be any major breakthrough , But a very rare thing is , It is not “ For digitalization ” And digitization , Instead, focus on the perception of passengers , Guide the direction of digital transformation with the needs of users . therefore , Whether it's IT Cloud Architecture 、 Construction of digital middle stage （ Therefore, the data value is explored at the bottom , It improves the operation efficiency ）, Or does the front end include paperless customs clearance 、 Intelligent flight display 、 Applications including directional calls , Passengers' perception of it is very clear 、 Very positive . Improved operational efficiency , The user experience has improved , But also can put the user's “ Flow value ” Calculation and Application , For airports and users , This is a win-win change .

—— Qin Shuo / Initiator of China Business Civilization Research Center

The call of the times

2019 year 9 month , When an ordinary passenger stands in the newly completed Beijing Daxing international airport , He can deeply feel the difference of this airport . ad locum , Originally cumbersome check-in procedures have become very simple , Many systems are automated 、 Intelligent .

Daxing International Airport is undoubtedly the epitome of the changes in China's airports in recent years , But at the same time , It is only a microcosm of this change . Issued by the Civil Aviation Administration of China 《 Action plan for the construction of civil aviation type IV airport in China （2020—2035 year ）》, Take a clear-cut stand to “ Ping an airport 、 Green Airport 、 Wisdom Airport 、 Humanities Airport ”（ namely “ Type IV Airport ”） As the future development direction of Chinese airports , And among them, the smart airport is “ A top priority ”.

So-called “ Wisdom Airport ”,

First of all “ Digitization ”, That is, the information infrastructure is relatively perfect , All kinds of data in management and operation are rich and available .

The second is “ Networking ”, We should integrate different departments 、 Unified data standard between systems 、 Interconnection .

The last is to realize “ Intelligent ”, Be able to comprehensively utilize big data 、 Cloud computing 、 New technologies such as artificial intelligence , Use data to realize auxiliary decision 、 Resource allocation 、 Forecast warning 、 Optimize control and other functions .

“ Wisdom Airport ” It is not the patent of an international airport , Some smaller airports often have bright spots in intelligent operation . for example , Sunan Shuofang airport is 2018 Launched in “ A new generation of smart travel ”, Formed self-service check-in 、 Self service baggage check 、“ The face brushing person's certificate is one ” Security check and “ No cards ” The complete service process of boarding , It is the first time in China to realize the paperless whole process and the smart travel of a new generation of passengers .

And here is the Western Airport Group , Although located in the West , There is still a gap between the level of regional economic development and the developed eastern regions , Its concept of digital transformation and upgrading has not lagged behind , Striving for “ Type IV Airport ” Under the call of the times , Handed in a high score paper .

Thinking and practice of Western Airport

Western Airport Group is the second largest in China （ Second only to Capital Airport Group ） Large airport groups operating across provinces , Responsible for the northwest 23 Construction and operation management of member airports , Including trunk airport 3 individual （ Xian Xianyang International Airport 、 Yinchuan Hedong International Airport 、 Xining caojiabao international airport ）, Regional Airport 15 individual , General airport 5 individual .2019 year , The passenger throughput of Xi'an Xianyang International Airport has reached 4739.3 Thousands of people , Ranked seventh in the country , The growth rate of cargo and mail throughput ranks first in China .

however , Because the information system of the airport has been continuously built in the past few decades , And under the traditional framework , The systems are independent , Data integrity 、 There are big problems in versatility , It can only maintain daily operation management , Lack of possibility of extension .

These problems and challenges , Western Airport Group began to re-examine their IT framework , And launched relevant projects of informatization reform .2018 year , Western Airport Group and Alibaba cloud have reached a cooperation , Jointly explore the transformation and upgrading direction of airport information system .

at that time , The wind of intelligent transformation in the industry has blown , But each enterprise has its own actual situation , Specific focus 、 The end result is different , Lack of unified reference “ Templates ”, This makes the transformation of the Western Airport itself with “ Feel the stone to cross the river ” The mean of ; On the other side , Although Alibaba cloud has strong technical capabilities , But at that time, the understanding of the production and operation environment and key elements of the airport industry was not deep . therefore , Before the project is launched , Both sides focus on the core objectives 、 Specific direction and other issues , The discussion lasted for months .

Sharpening a knife never misses a woodcutter . In rounds of discussions between the two sides , A core problem slowly emerges ： Digitalization of airports 、 The core service goal of intelligent transformation 、 Who should benefit ？ Is it the airport itself ？ Is it an airline ？ Or specific passengers ？

Both sides finally agreed , The ultimate target of Airport Services , It's a passenger . Only serve passengers well , In order to benefit both airlines and airports ; With a high-quality passenger service foundation , Only then can we talk about the development of high-value non aviation business . therefore , The transformation and upgrading goal of airport information system , It should be to effectively improve the ability and efficiency of serving passengers , Let passengers in the full cycle scene of the airport , Get a better sense of experience .

Based on this understanding , The Western Airport made such a prediction ：“ With the increasingly diversified and personalized travel needs of passengers , Online and self-service will gradually replace traditional manual services , How to quickly perceive 、 Touch of 、 Responding to users is the core ability of the airport to realize intelligent services in the Internet environment .” And set the overall goal of our smart airport as ：“ Fully realize interconnection 、 visualization 、 Intelligent 、 Synergize 、 Personalization and refinement .”

After determining the core goal and foothold , Alibaba cloud assists Western Airport , Did such things .

The first is IT The cloud upgrading of architecture and the Taihua of business 、 Preliminary exploration has been made in the online aspect of the whole chain . Western Airport has built a passenger service cloud at the group level , Aggregate online passenger travel 、 Production operation and employee service 50 More business applications , And use the middle office architecture to connect all business areas , Realize the full connection of passenger service link . In terms of organizational structure , Data service centers have also been set up at the group level , As a basic guarantee . This move , It solves the problem between the original systems 、 Between departments 、 Information islands between airports , Build the base of digital transformation .

In addition to the infrastructure “ cloud ” turn , The Western Airport is still “ End ” The level of innovation , Optimize the customer experience . In this regard , Western Airport launched “ Imagine traveling in the Western Airport ” Official account and passenger service applet , It is convenient for passengers to check in easily on the mobile terminal 、 transit 、 Flight reminder 、 Delay compensation, etc ; Launched the first cloud intelligent customer service application in civil aviation airports nationwide , Get through based on the underlying data , superposition AI Technology for keyword learning and grabbing , So that some general questions can be transferred to robots to answer , The effective response rate reaches 60% above , It greatly reduces the working pressure of manual customer service ; meanwhile , Western Airport also uses face recognition technology , Realize paperless customs clearance , Reduce the trouble of passengers changing tickets , Facilitate airport management and reduce operating costs .

Besides , The Western Airport has also realized the digital management of shops . Due to the flow of passengers 、 Resident area 、 There is a more accurate statistics of dwell time , The Western Airport is arranged in berths 、 Brand choice 、 Pricing and other aspects can also be planned more accurately , This has greatly promoted the non aviation business of the airport . Essentially , That's why “ Fast perception 、 Touch of 、 Respond to customers ” Derived value space .

Intelligent Cloud silk road

that , Digital Practice of Western Airport Group , What kind of practical effect has it produced ？

From the external evaluation , The effect is remarkable .2019 year 3 month 28 Japan , International Air Transport Association （IATA） Issued to Yinchuan Hedong International Airport “ Platinum airport ” Certification certificate . This is strongly advocated by the International Air Transport Association “ Convenient travel ” The highest level of certification for the project , It marks that the informatization level of Yinchuan Hedong International Airport has reached a new level .

From objective data , Remarkable achievements . stay 2019 In Chinese mainland 3000 The punctuality rate of airports above 10000 ranks among , Xi'an Xianyang International Airport to 81.31% Its punctuality rate ranks first in the country , This achievement is similar to IT There is a direct relationship between Cloud Architecture and data connectivity .

From the perception of passengers , The intelligent service of the Western Airport has indeed greatly improved the convenience of passengers . With “ Paperless customs clearance ” For example , As the online check-in rate increases , The length of passenger check-in queue during peak hours is from 15 Shorten the minutes to 8 minute , It effectively relieves the pressure on the check-in counter , Passengers travel more conveniently , The service quality has been significantly improved ; In the security process , Passengers need to go through the security checkpoint in the past 30 second , Face recognition only needs about 6 second , Greatly improve the efficiency of customs clearance ; During boarding , Some airports use “ Bidirectional face recognition ” Gate , Passengers only need “ face scan ”, The self-service gate can open the door and release , Compared with the traditional boarding pass scanning method , The boarding time is shortened by nearly 50%.

Besides being more convenient , The passenger experience has also been improved . for example , Many airports are urging late passengers to board , They often use loudspeaker to broadcast , Although this non-specific mode of transmission can form a global coverage , But it is not conducive to privacy protection , Passengers' sense of experience is relatively poor . And the Western Airport is IT During upgrade , Because the data is accessible all over the world , You can call automatically through the machine , Make voice calls to passengers , Remind them to board as soon as possible , While improving service efficiency , It also protects passengers' flight experience .

2020 During the epidemic in , Supported by digital transformation , The information system of Western Airport Group is to fight the epidemic 、 Ensure safe operation , Made an important contribution . at that time , In order to support the passenger control and staff health information collection of Xi'an airport 、 Handling and delivery , With the support of the passenger service center , The information department investigated and began research and development on the same day , The next day, the first version will be put into trial operation in Xi'an airport , On the third day, the application system will operate stably in the three airports , Meet the business needs of epidemic prevention and control units .

Besides , Some intelligent applications are also objectively conducive to the prevention and control of the epidemic . for example , Intelligent flight display system with face recognition technology , It has changed the traditional practice of scrolling all flight information on the large screen , As long as the passenger stops at the designated point , Brushing your face can accurately display the boarding gate of a specific flight 、 Flight status and other information , This not only improves efficiency , It eliminates the waiting anxiety of passengers , It also reduces the need for crowd gathering , It reduces the possibility of disease transmission .

Of course , From the perspective of the industry as a whole , Whether it's the Western Airport , Or other large and medium-sized airports , Its digital transformation is far from the end . however , From the practice of Western Airport , Around the essence of serving passengers , Give full play to digital technology in the whole process management of the airport 、 The role of passengers in the full cycle service , It can really greatly improve the efficiency and value of the industry , Truly pave a path of wisdom for passengers “ Cloud Silk Road ”.

source ： China on the cloud

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