FACT SHEETS ON CHANGI AIRPORTS CUSTOMER CENTRIC INITIATIVES

Content Initiatives 1. SWIFT Service Workforce Instant Feedback Transformation 2. VOTES Valuing Our Tenants Excellent Service 3. Workforce Survey 4. New Tourist Refund Scheme 5. iChangi (mobile application and interactive kiosk) 6. Care@Changi 7. CHANGI Identity 8. Speedpost@Changi 9. Fast Tray Return System 10. Workforce Skills Qualifications and Service Literacy Test 11. Passenger Reconciliation System 12. Taxi Management System and Carpark Information System Page 2-4 5 6 7-8 9-10 11 12 13 14 15 16 17

SWIFT Service Workforce Instant Feedback Transformation To ensure high service standards for the services and facilities at Changi Airport, feedback gathered from passengers and airport users is important and crucial to help CAG monitor and maintain service performance levels. Today, feedback is received through various channels including feedback kiosks in the terminals, feedback forms, Changi Airports website and even verbally over the telephone and information counters. CAG is taking feedback management one step further with SWIFT, an initiative that engages and empowers Changis customers who can now swiftly make known whether performance standards at Changi are meeting their expectations. Incorporating innovation and technology, SWIFT is a new integrated feedback management system developed to harness the transformative power of instant feedback. SWIFT provides the respective airport agencies and CAG with real-time data that can be used to address service deficiencies and allows instantaneous rating of services rendered by Changis frontline staff. SWIFT is made up of two components, namely eInspection and the Instant Feedback System (IFS). The e-Inspection function incorporates capabilities to track and monitor airport maintenance activities and initiates recovery action by Changis appointed contractors for service lapses or facility faults all these carried out through seamless electronic means. The IFS enables passengers to provide their immediate feedback at key customer touch points. e-Inspection This component of SWIFT ensures timely response to faults and improves the productivity of the service workforce including washroom cleaners, estate management officers and aerobridge technicians. With the use of smartphones, the system facilitates timely maintenance and facilities inspection by the staff, and tracks the working condition of facilities at Changi Airport.
Page 2 of 17

In the event a fault or service failure is discovered during inspection, the system enables the inspecting staff to report the fault instantaneously using a smartphone. Visual aids such as photos and videos can be included in the smartphone message to provide better clarity. The fault reported will automatically trigger an alert to the maintenance supervisors smartphone, for him or her to decide on immediate corrective action and to deploy resources to repair the fault. It is envisaged that the e-Inspection system will facilitate faster response times to correct faults and hence minimise service disruptions to passengers and airport users. The system also serves as a management tool to analyse maintenance productivity and performance. The e-Inspection system has been implemented to track and monitor estate management inspection and maintenance activities within Terminal 3. The system is being progressively developed to cover other aspects of airport operations such as aerobridge maintenance and terminal operations. Instant Feedback System (IFS) This second component of SWIFT serves as a motivational tool to encourage Changis frontline staff to consistently deliver excellent customer service. Introduced at key airport touch points, such as at check-in, immigration, information counters and retail outlets, the IFS offers a much easier means for passengers to register their satisfaction level instantaneously after their service encounter with the frontline staff. Passengers indicate their satisfaction ratings through interactive touch screen devices at the counters. With this simple tool, CAG is able to collect substantially more feedback on the service rendered at the airports touch points, compared to what it receives through current channels. The ratings provided by passengers are instantaneously transmitted through the IFS system for access by the respective agencies supervisors. This enables immediate assessment of the service level being provided by individual staff at the counters. It
Page 3 of 17

gives the duty supervisor the immediate opportunity to commend staff who show exemplary service or to encourage those who may need to improve. Instant feedback empowers Changis airport partners, enabling them to be more responsive to feedback from passengers and visitors. Like the e-Inspection system, the compiled IFS ratings will enable airport agencies and businesses to conduct monthly trend analysis and identify service performance gaps. The IFS has been implemented at selected check-in, immigration and information counters, as well as at some retail and food and beverage outlets. The IFS has resulted in an increase in the amount of feedback received from passengers 54 times more across all participating touch points compared to the pre-trial situation. respond to customers needs. The IFS will be progressively implemented at other areas of Changi such as the GST customs inspection / refund counters, transfer counters and other retail outlets in all terminals. SWIFT at Changi Airports washrooms CAG takes pride in the cleanliness of the washrooms at Changi Airport. To ensure that the highest standard of cleanliness is maintained at all times, SWIFT has been introduced at selected washrooms in Terminal 3. Passengers are invited to rate the cleanliness of the washrooms via an interactive touch screen based on a five-point scale. For less satisfactory ratings, passengers are then prompted to indicate the reasons for their rating by selecting on-screen icons to indicate their dissatisfaction, e.g. wet floors, no toilet paper, dirty basin etc. Once any of these options is selected, a mobile alert is immediately transmitted to the smartphone of the cleaning supervisor, who will then initiate the necessary corrective action. This has provided more data for the airport agencies and businesses to assess on how best to

Page 4 of 17

VOTES voting to reward great service Changi Airport has about 110 food and beverage (F&B) establishments located across its four terminals. Passengers and airport visitors can choose from a wide range of international cuisines including authentic Singapore delights, Chinese, Thai, Japanese, Korean and Indian food, and diverse dining concepts from full service restaurants, cafes and bistros, bars and lounges, to fast food outlets and food courts. Synonymous with Changi Airports high standards of service for its airport operations, CAG has turned its focus on raising the service standard in the area of F&B as dining forms an important part of the overall Changi Experience. CAG is embarking on a trial scheme to motivate staff at full-service restaurants to serve with their best at all times. Called VOTES (Valuing Our Tenants Excellent Service), this initiative empowers restaurant patrons to vote if the restaurants staff deserve to be rewarded, based on the service rendered and the overall dining experience. The monthly accumulation of positive votes is converted into a monetary incentive based on a scale, to be equally distributed to all the service staff in the restaurant. The incentives for the initial phase are co-funded by CAG and the restaurant. Feedback from the restaurant patrons are collected instantly through the Instant Feedback System (IFS) under Changi Airports SWIFT initiative. Patrons are presented with a touch screen device upon bill payment to rate the overall level of service at the restaurant and to indicate if the restaurants staff deserve to be rewarded. In restaurants, the service of the whole team, rather than individuals, plays a crucial role in delivering the best dining experience that is expected of them. VOTES serves to encourage greater teamwork, including among staff in the kitchen, and motivate the whole restaurant team to consistently provide good service and exceed their customers expectations. Two Japanese restaurants at Changis Terminal 3 Sakae Teppanyaki and The Pasta Shop by Sakae are participating in the VOTES trial.
Page 5 of 17

Workforce Survey CAG believes in the importance of an engaged workforce and works closely with its airport partners to ensure that all airport staff are committed to providing quality service. This is in line with Changis Service DNA to provide personalised, stress-free and positively surprising service to passengers and visitors.

The Workforce Survey is an employee engagement initiative to strengthen two-way communication between CAG and the wider airport workforce, and is part of an effort to implement deep sourcing at Changi Airport. The survey is a pulse check taken of those who work at Changi Airport, covering a variety of factors, including the work environment, relationship with supervisors and colleagues and the individuals sense of contribution to Changis overall success. For a start, CAG worked with one of Changis larger service partners to conduct the initial survey with over 300 of the partners staff. The survey was conducted in The staff responded anonymity and in multiple languages to encourage response.

enthusiastically to this initiative and the response rate was over 95%. An overwhelming number of them were satisfied with their work environment and most felt that they contributed to Changi Airports success. The survey findings have been shared with the company, which has introduced measures to improve teamwork and communication, such as the conducting of daily staff briefings by supervisors. On its part, CAG has agreed to additional short rest breaks at critical junctures during shifts and responded to requests for hot water dispensers for use by staff as refreshment and during meal breaks. The Workforce Survey is part of CAGs overall effort to engender a cohesive and motivated airport community. CAG will conduct the survey across a broader spectrum of airport agencies and business partners.

Page 6 of 17

New Tourist Refund Scheme The Inland Revenue Authority of Singapore (IRAS) is developing a new tourist refund scheme which will offer tourists in Singapore a hassle-free and seamless shopping and refund experience. The electronic system will simplify data capture at the point of sale, and make it easier for tourists to claim their Goods and Services Tax (GST) refunds at Changi Airport. IRAS, CAG and Singapore Customs are collaborating to facilitate this new process at Changi. Currently, the tourist refund scheme is either operated by the retailers themselves or through two central refund agencies (CRAs), Global Blue and Premier Tax Free. The paper-based record keeping system is burdensome and inconvenient for both tourists and retailers at the point of purchase. Tourists have to complete their particulars in the GST refund application form each time they make purchases at different retail outlets.

Before checking-in at Changi, tourists claiming GST refunds have to present their
purchases with the invoices and the GST refund application forms for inspection by Singapore Customs at the GST refund inspection counters located in the departure halls. Upon validation, Singapore Customs will endorse the forms. If the tourists bought goods from retailers who operate the refund scheme on their own, they have to mail the endorsed refund forms to the respective retailers for processing of the refund claims and in most cases, will have to wait for their cheque refunds by post. If the tourists made purchases from retailers affiliated with any of the CRAs, they will have to queue at the respective refund counters operated by the CRAs when they claim their GST refunds at Changi. The current system results in some hassle and longer queuing time for tourists. The new tourist refund system will do away with the paper refund forms. When tourists buy goods at a retailer, the details of their purchases will be captured into an electronic system as well as tagged to a token (e.g. credit card) carried by the tourist. At the airport, the tourists simply swipe their passport and token at the self-help kiosk to retrieve their purchase details and select their preferred refund mode (either cash or
Page 7 of 17

credit card). Generally, they have to queue only once if they opt for credit card refunds and are not selected for goods inspection. If they opt for cash refund at the kiosk, they will proceed to the centralised cash refund counter, to be operated by Global Blue, in the Departure Transit Lounges to collect their cash refund. Singapore Customs will inspect the tourists purchased goods based on random selection by the kiosks. The pilot for the new tourist refund system will commence in mid-2011. When it is fully implemented, tourists can enjoy a consistent experience when they make purchases at different retailers in Singapore, and expect a faster refund process at Changi. This will further reinforce Singapore's position as a shopping paradise and boost tourism and retail sales.

Page 8 of 17

iChangi Mobile application Flight information is one of the essential and crucial information for passengers as well as meeters and greeters. Today, there are various options to obtain the latest flight updates: Changis telephone flight enquiry service (TELEFIQS 1800 542 4422) Changi Airport website (www.changiairport.com) Download information on mobile phones via Wireless Access Protocol application

The increasing popularity of smartphones has made mobile applications a preferred channel for passengers to keep abreast of the latest information while on-the-go. Recognising this, CAG has developed a mobile app for iPhone and iPad users. The new app offers many features to meet the varied information needs of passengers as well as airport visitors. The iChangi app allows users to quickly search for real-time information for both arrival and departure flights. In addition, users will be able to locate departure check-in rows, boarding gates and arrival baggage belts for their flights as well as key airport amenities through the maps of Changi Airport. App users can also subscribe to real-time updates such as changes to flight timing, boarding gate and baggage belt, thus allowing them to adjust their schedules accordingly. The app, of course, comes with other useful information about Changi Airport, including the many retail outlets and dining options available. at Changi. The iChangi mobile app is downloadable from the Apple iTunes Store for free. Details of the various airport facilities and services also create greater awareness among users of all there is to enjoy

Page 9 of 17

Interactive kiosks For passengers without smartphones, Changi Airport is leveraging the use of touch screen and multimedia technology to provide one-stop self-service kiosks for passengers and visitors to do quick searches on flight information and view interactive maps to ease navigation within the terminals. Providing integrated flight information with 2D and 3D way finding capabilities, the new interactive kiosks complement the airports flight information display boards in the terminals. These self-service touch screen kiosks also serve as a visitor guide for passengers, providing clear step-by-step walking directions to amenities (such as GST refund counters and boarding gates) based on the current location of the users. Visuals of key facilities are displayed in the maps for passengers to get familiar and identify with. The walking distance and time required are displayed to give passengers a gauge of the time available for them to indulge in shopping or dining, or simply to enjoy the use of the facilities before their flight. The interactive kiosks are expected to reduce directional requests made at the information counters, allowing Changis customer service officers more time to assist passengers in other areas.

Page 10 of 17

Care@Changi The Care@Changi (CaC) service initiative aims to enhance passengers experience at Changi Airport by providing seamless and priority service for passengers with special needs. These include passengers who are wheelchair bound, elderly passengers with visible mobility difficulty, expectant mothers and passengers travelling with infants-inarms. CaC reaches out to these passengers at various touch-points along the departure and arrival flow such as at immigration counters and pre-board security checks. CaC priority queuing lanes have been set up at these touch-points. There will also be service ambassadors in the airport terminals to guide passengers. In addition, CAG will deploy specially-made wheelchairs and baby strollers for the convenience of passengers. Similar to baggage trolleys, these will be provided free of charge and will be available at strategic locations throughout the airport for easy pick-up and return. CaC is a collaborative effort with a number of airport agencies and teams, including the Immigration and Checkpoints Authority, Certis Cisco, ground handling agents, customer service officers, taxi coordinators and trolley retrieval service.

Page 11 of 17

CHANGI Identity CAG is promoting a one Changi culture to cultivate a stronger sense of belonging among all staff in the Changi community. It therefore seeks to establish a strong and common Changi identity and, as part of this objective, has undertaken a makeover of the uniforms worn by frontline staff at Changi. Presently, Changi Airports frontline service staff don different sets of uniforms, displaying diverse branding and identity systems. New uniforms, with a distinctive style and design reflecting the Changi identity, have been designed for various frontline staff including customer service officers, duty terminal managers, service ambassadors, cleaners, taxi coordinators, trolley retrievers and carpark attendants. The new uniforms, designed by home-grown designer Wykidd Song, have a consistent and striking identity synonymous with Changi Airports branding, and will carry the Changi Airport logo. Beyond their functional purpose, the uniforms project a more cohesive look, and reflect a more professional, personable, approachable and friendlier image for passengers to identify with. This image is supplemented by a Changi signature greeting which frontline staff at various service touch points will use to welcome and greet passengers.

Page 12 of 17

Speedpost@Changi Departing passengers have to go through pre-board security screening before they are allowed into the gate holdroom. To ensure the safety of passengers, a number of items are not allowed on board aircraft such as sharp and blunt objects as well as liquids, aerosols and gels (LAGs) of more than 100ml each. subsequently disposed of. CAG and Singapore Post (SingPost) launched a two-month Speedpost@Changi service trial from June to July 2010 in the transit area of Changi Airports Terminals 1 and 3. The service provided departing passengers with an option to post their hand-carried items which were disallowed on board aircraft due to security restrictions or which did not comply with guidelines on LAGs. The joint service by CAG and SingPost, the first-of-its kind in an Asian airport, gave passengers a solution to save disallowed hand-carried items which they did not check in. These are typically items with sentimental or high commercial value such as perfumes, liquid cosmetics (of more than 100 ml), Swiss knives, grooming kits with scissors/clippers, etc. which would otherwise be confiscated at pre-boarding screening checks. The two-month trial offered SingPosts Speedpost service to passengers who wished to post prohibited hand-carried items to an address in Singapore or overseas. Dedicated counters were set up to assist passengers using the service. The trial saw passengers giving positive feedback. About 60% of the deliveries were for overseas. Items delivered included pen knives, Swiss Army knives, abalone, skincare products, cosmetics, scissors, grooming kits, honey, canned food and sauces. CAG and SingPost are currently exploring launching the Speedpost@Changi service across the airports three main terminals by the end of the year. Confiscated items are

Page 13 of 17

Fast Tray Return System During pre-board security checks at Changis gate holdrooms, passengers are required to deposit their personal belongings into individual trays which pass through X-ray screening machines. Previously, a security screening officer positioned before the X-ray machine (known as the front loader) will hand one tray to each passenger at a time. After each completed check cycle, the security screening officer at the other end of the X-ray machine will hand the trays back to the front loader by stacking the empty trays above the X-ray machine. In consultation with the Airport Police Division and together with the Certis CISCO auxiliary police, CAG considered how this screening process workflow could be further improved. The study team arrived at a simple, yet effective, solution a gravity-based roller system, which automatically guides the trays to the front end of the screening belt. With the new system, trays can be handed out to more passengers at one time, enhancing the flow and reducing the time needed for screening. The new system has already been introduced in Terminal 3, with plans to extend it to the other passenger terminals. In all, more than 180 tray roller systems will be installed across Changis gate holdrooms. New screening trays have also been introduced to complement the roller system.

Page 14 of 17

Workforce Skills Qualifications and Service Literacy Test CAG provides a comprehensive Quality Service Management (QSM) programme for all its airport concessionaires. The QSM framework plays an important role in ensuring that all airport frontline staff understand the importance of quality service and delivering it according to Changis standards. Under the Singapore Workforce Skills Qualifications programme, Changi Airport has instituted two training programmes, namely Provide GEMS Service and Deliver Service Excellence. The former programme is targeted at new staff and focuses on the importance of having the right service mindset and projecting the good and professional image of Changi Airport. The Deliver Service Excellence programme trains staff to enhance their customer service skills according to Changis service values. In dealing with passengers from all over the world, it is important for frontline staff to be able to communicate effectively in English. The Service Literacy Test is developed for work permit holders in Singapores retail, hotel and food & beverage industries, where the ability to communicate in English is essential for delivering good and effective service. This is in line with efforts to improve service quality and productivity in Singapore. Foreign staff employed by tenants in Changi Airport take the test to ensure their English proficiency level is of a suitable standard.

Page 15 of 17

Passenger Reconciliation System Passengers at Changi Airport now enjoy a more hassle-free and user-friendly travel experience as CAG has launched a new innovative feature the Passenger Reconciliation System (PRS), in partnership with ARINC, a leading transport communications provider. The PRS simplifies the airport experience for passengers and improves the flight check-in process. With this new system, participating airlines can connect their own check-in systems with the PRS to allow real-time automated checks on self-printed boarding passes. With PRS, departing passengers with no check-in baggage can enjoy a seamless journey as they no longer need to queue at the check-in counter to get their self-printed boarding passes verified by counter staff. They can instead proceed straight to the immigration access point where their passes will be verified automatically by security officers using 2D barcode scanners. Cathay Pacific and Singapore Airlines are the first two airlines at Changi Airport to leverage the advantages of the PRS and have rolled out this service to their passengers.

Page 16 of 17

Helping taxi drivers and motorists Taxi Management System The Changi Airport Taxi Management System (TMS) was commissioned as part of CAGs continual effort to improve the airports operations and passengers experience. The TMS aims to improve the distribution of taxis across the four terminals at Changi by supporting the matching of taxi supply with passenger demand. Five information boards display information on the number of taxis queuing at each terminal and the number of flights arriving at each terminal in the prior 15 minutes and subsequent half-hour. In addition to the display boards, ground sensors are also installed beyond the taxi holding areas at Terminals 1 and 2 to give a more accurate count of the number of taxis in queue. Taxi companies and drivers were consulted on the design of the TMS to ensure its relevance to their needs. Since its implementation in December 2009, there has been a reduction in the average queuing time for taxi drivers. Carpark Information System Changi Airports four passenger terminals, including the Budget Terminal, have a total of more than 5,300 parking spaces. To inform motorists driving to Changi of the The CPIS receives availability of parking spaces at each of the terminals, CAG has implemented the Car Park Information System (CPIS) along Airport Boulevard. information from the respective terminals Parking Guidance System and displays the number of parking spaces available at each terminal. The CPIS has saved motorists time in finding a parking space.

Page 17 of 17