Airports & Air Navigation User Charges Workshop

Transcription

1 Airports & Air Navigation User Charges Workshop SAUDI AIR NAVIGATION SERVICES (SANS) Customer & Stakeholder Management 28/11/2018

2 ANS Services & Business Over Air Traffic Services 1 2 Aerodrome Control Service (TWR) Approach Control Service (APP) Area en route Control 3 Service (ACC) Aeronautical Flight 4 Information Service (AFIS) 5 Search and Rescue AFTN (Aeronautical fixed 6 telecommunication network) Buildings/ Location ,770 Headquarter Area Control Center Approach Control Towers Type of Flights Handled Flights Handled Overflight 119,468 Domestic 17% 37% 260,004 46% International 323,298

3 til recently ANS in Saudi was public sector The beginning of Air Traffic Control in KSA through (flight information center FIC ) Started the implementation of corporatization its business units The main divisions for Air Traffic control; Engineering Systems and Airways Engineering became ANS SANS Corporatization Strategy and Transformation Preparation Transformation Roll out 3

4 SANS developed a new transformational strategy to cope with local and regional growth as well as the on going global trends LOCAL GROWTH 83% of Umrah pilgrims arrive via air outlets. Target of 15 million Umrah pilgrims by 2020 and 30 million by 2030 Expected average annual growth of Saudi air transport market by 4.1% REGIONAL GROWTH Middle East has the highest annual passengers growth rate 11.8% (2016) Market size is expected to increase by 244 million passengers by 2035 GLOBAL TRENDS Digitizatio n Efficiency Optimization 4

5 a result of corporatization a strategy to provide clear direction for the futur To become a regional ANSP leader by providing world class services To provide safe, reliable and cost efficient services through investing in people, technology and strategic partnership Safe Operation Efficient Operation People Focused Financial Effectiveness Strategic Partnership Managing Skies Securing Lives 5

6 SANS believes its success is derived by the relationships y forge with strategic partners This strategic pillar has two main objectives that drive our focus Enhancing customer alignment Safe Operation Efficient Operation People Focused Financial Effectiveness Strategic Partnership Building joint value relationship with key stakeholders The leadership in SANS considered multiple inputs to identify the next steps Requirements for Corporatization Organizational assessment Study of ICAO recommendations Benchmarking for best practices globally 6

7 As a result of the studies and assessment SANS established the Customer and Stakeholder Management (CSM) department External stakeholder relation management Responsible for all the activities that SANS plan to do with domestic external stakeholder CSM DEPARTMENT Customer relation management Customer relation management is a hub for customer insight and customer management on behalf of SANS 7

8 Section of External Stakeholders To be the direct interaction point between SANS and the external stakeholders Create and sign SLA s with airports, metrology and more Ensure that all stakeholder maintain a good efficiency level based on the agreed SLA s between the two entities Responsibility for any escalation happened between SANS and external stakeholders Develop a program to enhance partnership with the external stakeholders Complain Identify all the stakeholders Run quality check every quarter. Apply reporting and escalation process according to the response time one & two Identify and evaluate Programs to enhance the partnership between entities Inquiries Gather all the requirements form both entities Ensure provision of the services meet both entities requirement as per as ICAO & GACA Manage and Create committee for unsolved cases if needed Develop and design the engagement plan Meeting Management Analyze requirement Corrective actions to avoid any short deficiencies in future Identify rout cause for the escalated cased for preventive actions Execute the engagement plan Engage & Execute 8

9 Section of Customers Relation Man To be the direct interaction point between SANS and their customer Run surveys Data collectors Identify gaps, data analysis Implement and run CRM system along with customer portal in SANS website Conduct the user charge and technical consultation yearly meeting with all the customer Visit customers Complain Desk research Analysis customer surveys Digitalize the interaction Conduct & manage both events Plan the visits Inquiries Yearly surveys to understand SANS customers pain areas and to extract internal action plan Internal departments Enhance process mapping Tracking cases, quality check Extract actions & responsibility for delivery Ready content and present it Meetings with customers Aviation newsletters Identify the rout cause for the complains Enhance customer journey Update attendees for the actions plan Collect customer need & feedback 9

10 Achievements of CSM Department in 2018 Develop systematic approach for external stakeholders Madinah Airport External Stakeholder Section Create and sign SLA s with Riyadh Airport Customer visits Customer data built Consultation Meeting with airlines and IATA Customer Relation Management Section Run survey and identify customer need Extract action plan for performance enhancement Jeddah Airport Dammam Airport Create customer portal page in SANS web Create and implement CRM system 10

11 Defining maturity level in CSM department is key to drive continuous improvement year on year Enhance customers alignment & satisfaction 2018 Systematic approach in engaging the customer 2017 and ensure feedback Ad hoc effort to engage channel is activated to customers and focus on achieve customers their satisfaction satisfaction 4 Operating in an independent approach aside from customers perspective Partnership with customers in decision making and future plans with clear satisfaction from customers side 5 To be the regional benchmark in customer alignment and satisfaction 4 To be the regional benchmark in stakeholders Operating in an independent approach aside from stakeholders perspective 2 Ad hoc effort to engage stakeholders Systematic approach in engaging the stakeholders

12 CRM Implementation Journey

13 How SANS can become more customer focus and moving towards digitization? Create a proper interaction point between SANS & out side entities, by doing the following Implement CRM system backend Implement customer portal in SANS web Reduce the process mapping for the customer journey Analyze data Develop enhancement strategy Implement the CRM system GTM strategy for CRM system 13

14 TM plan contain seven different steps lead to a strong and proper utilization for the CRM system Step 1 Step 2 Step 3 Step 4 Step 5 Ste p 6 Step 7 Define the Target Markets Define the Target Customer Define CRM system Positioning Define what we are Offering Define our Channels Build the Budget Model Define our Marketing Strategy MENA Commercial & Private airlines Organize & Utilize Communication channel SANS website TBD Digital announcement ASIA Government entities Customer index Awareness campaign Europe Diplomatic Data Analysis Customer visits Stakeholder Survey 14

15 Questions? 15

16 THANK YOU