Digital and Innovation
Customer
Business Alliance
Regulator
Employee
Shareholders, Investors and Securities regulators
Community and Society
Importance
Cultivating innovative ideas for employees in the organization, including the proper use of digital technology, directly enhances the organization's competitiveness in terms of internal management, service enhancement, and expansion of new business opportunities. In addition, using innovative technology also helps meet the expectations of all stakeholders. However, the application of digital technology and innovation needs to consider the adaptability and usability of all stakeholders, including vulnerable groups such as the elderly and the disabled, to achieve comprehensive benefits and human rights promotion on equality.
Management Policies and Guidelines
AOT has integrated innovation into its core values, which AOT steadfastly adheres to and continuously develops. With a commitment to leveraging information technology as a driving force towards becoming a modern airport, AOT aims to create innovations to become a world-class airport. This will create new revenue opportunities in a balanced manner and sustainably deliver value to the Thai economy and society. AOT has set forth the promotion of digital technology and innovation factors together, enhancing the efficiency of the organization in systematic management. Policies, operational plans, and practices related to digital technology and innovation have been established as follows:
Management of AOT’s digital technology and innovation is to set the operational guidelines that support each other in order to promote AOT to become an Innovative Organization and Digital Organization along with driving data through an effective database system in every unit and at every level of business operations. Integration of digital technology and innovation into AOT’s airport business operations helps add value through providing
a comprehensive service in all aspects, such as airport safety and security, customer experience, upgrading AOT’s airport quality in response to changes of international trends, etc.
Digital technology and innovation are enablers to unlock the corporate potentiality to search for opportunities and new business models. However, challenges of the organization do not depend only on technology, but knowledge and understanding as well as adaptability of personnel and traditional practices are also another challenges. Therefore, personnel and various processes of the organization need to be adjusted to keep up with the modern technology and innovation, or selecting technology and innovation in equalization to AOT’s context in an initial phase.
To ensure efficiency and quality of operations as planned, AOT applies the strategic indicators to follow up the progress of digital technology and innovation management according to the AOT Innovation Master Plan and the AOT Digital Action Plan and also reports the results to senior executives to review and set additional measures to promote the goal achievement continuously.
Digital Technology
AOT sets up an operational framework focusing on transforming the organization into a digital organization in consistent with corporate context that supports transformation efficiently including the quality responding to the stakeholders’ expectation as a whole. In addition, the implementation includes the accommodation to national and international trends along with deployment and integration into AOT’s operations. The organization has to be adjusted in holistic manner to enhance modern potentiality and have competitive capacity by leveraging digital technologies as a key driver to success. There are 3 main factors that require to be transformed for an achievement as follows:
Moreover, strategies in uplifting the organization according to AOT’s operational framework under the AOT Digital Action Plan of the fiscal year 2020-2024 identified the consistent issues for AOT’s transformation which cover 4 strategic issues as follows:
Smart Services
Develop and enhance AOT’s service level by applying innovative digital technology and communications
Digital Organization
Develop digital technology and communications system and apply them to increase management efficiency
Digital Governance & Digital Literacy
Strengthen good governance and management, and develop potentiality of AOT’s personnel on digital technology and communications
Smart and Security Infrastructure
Develop and improve infrastructure system, facilitation system, safety and security systems in digital technology and communications of the organization
AOT lays out the guidelines by using the aforesaid 4 strategies as references in setting
a framework for digital operation plan in order to transform AOT to be a digital organization with a target of being the Smartest Airport Operation according to AOT Digital Roadmap 2024-2027. All 4 strategies will be used as the foundation for organizational development according to the planned issues.
The integration between existing operations and the use of digital technology and new innovations of AOT will be carried out based on expectations and needs of relevant departments within the framework of strategy and plan, such as Safety & Security, Corporate Governance/Corporate Affairs, Green Airport, Human Resource Development/Human Resource Management, etc. For the highest efficiency in leveraging digital technology and innovation, AOT has divided the level of work plan into 4 important parts:
- Digital Application (M1)
- Digital Operation (M2)
- Digital Office (M3)
- Digital Cargo (M4)
all of which are considered a key element in elevating the organization that focuses on every important part of business operations
Digital Application (M1)
AOT has developed Sawasdee by AOT Application - a tool interfacing AOT’s services with tourists or passengers - to provide travelers with convenience and speedy accessing to airport’s service information which include flight status, boarding gate, airport map, baggage claim location, tourist attractions, merchandise stores, restaurants, accommodations and other services. All data will be analyzed to provide more specific information to users through the information driven user experience, and promote the local business through the application as well.
One App For
All Airports of Thailand
Check Flight
Get your real-time flight alerts
Airline Check-in
Mobile check-in for multiple airlines
Privilege
Enjoy airport exclusive deals
SAWASDEE Pass
Airport Meet & Greet, Buggy and Express lane
A Life Airport
AOT Digital Airport
Airports of Thailand (AOT) has set the direction for the application of digital technology to facilitate passengers within airports under the concept of ‘Living Airport.’ They launched the AOT Airports Application, which was rebranded as SAWASDEE by AOT in 2021. This application provides an engaging and convenient airport experience for customers while promoting the businesses of airport operators towards becoming a Digital Airport. The application includes the following functions:
Home to Gate
An alert and route guidance system from home to aircraft boarding gate, for passengers on time travel
CUPPS
Turning the smartphone
into a check-in counter
without queuing
PBRS
Real-time
baggage tracking system
from the origin airport
to destination
AOT PASS
Electronic wallet for contactless
payment while receiving
AOT COIN and plenty
of promotions
Explore Function
Information center for tourist attractions, restaurants, and accommodations nationwide
Itinerary
A Smart Travel Assistance helps memorize, organize, alert, and present intriguing things like having a Thai tour guide taking care of you.
Virtual Thailand by AOT
Virtual world technology to
create an unseen travel experience
in the digital world.
Digital Operation (M2)
Airports of Thailand (AOT) has set the direction for the application of digital technology to facilitate passengers within airports under the concept of ‘Living Airport.’ They launched the AOT Airports Application, which was rebranded as SAWASDEE by AOT in 2021. This application provides an engaging and convenient airport experience for customers while promoting the businesses of airport operators towards becoming a Digital Airport. The application includes the following functions:
Digital Office (M3)
For continual efficiency of airport operations at 6 airports, AOT then realizes to deploy digital tools to facilitate employees in performing tasks faster and more accurate. AOT also sets a framework for operations towards a digital organization by leveraging the advanced data analysis technology for data analytics which contributes to decision-making and strategic planning of AOT for more efficiency and safety.
Enterprise Resource Planning (ERP)
In 2023, AOT laid the foundation for transforming into a digital organization by using the Enterprise Resource Planning (ERP) System to manage the corporate resources for higher efficiency. This system will integrate all of the processes needed to run a company with a single system and will lessen errors in communications, work planning, and redundant tasks. It helps to view clearer picture of work process in the organization and increase accuracy of advance planning in order to work together effectively.
Digital Cargo (M4)
AOT is well aware of fast shipping and reducing traffic congestion in the warehouse areas. AOT has therefore designed a system for planning the management of cargo service areas (Intelligent Cargo), in compliance with Smart Services strategy. It is to reduce the entering/exiting processes to the cargo transport areas through digital technology system under controlling of area accessing (Smart Access), data integrated with operational units (Smart Cargo), cargo delivery schedule planning, and real-time management of cargo transporting time.
Digital Technology: Integrated Platform of Digital Cargo
Digital cargo is designed to optimize transport operations in order to be a central platform to interface and integrate operating process of various systems of AOT and the stakeholders. The platform module is developed to reduce redundant works in air cargo transport system at Suvarnabhumi Airport. It helps solve congestion problems at various processes, reduce working hours and enhance ability in managing cargos and transporting vehicles as well as increasing cargo handling capacity in the freezone area. AOT also provides
2 monitoring phases of operations: Phase 1 Smart Access and Phase 2 Smart Cargo.
In 2023, the implementation of phase 1 Smart Access was completed by converting shipment accessing system from analog to digital system to reduce congestion at the authorized pass issuing area by shortening time of its process. Individuals contacting the cargo warehouse can register through the online system and can track their status on dashboard that is interfaced with AOT cargo warehouse system. It was found that the time spent at the pass permit issuance site was significantly decreased by 59.4%, or more than 2 times faster than before.
Innovation
Digital cargo is designed to optimize transport operations in order to be a central platform to interface and integrate operating process of various systems of AOT and the stakeholders. The platform module is developed to reduce redundant works in air cargo transport system at Suvarnabhumi Airport. It helps solve congestion problems at various processes, reduce working hours and enhance ability in managing cargos and transporting vehicles as well as increasing cargo handling capacity in the freezone area. AOT also provides
2 monitoring phases of operations: Phase 1 Smart Access and Phase 2 Smart Cargo.
In 2023, the implementation of phase 1 Smart Access was completed by converting shipment accessing system from analog to digital system to reduce congestion at the authorized pass issuing area by shortening time of its process. Individuals contacting the cargo warehouse can register through the online system and can track their status on dashboard that is interfaced with AOT cargo warehouse system. It was found that the time spent at the pass permit issuance site was significantly decreased by 59.4%, or more than 2 times faster than before.
To initiate a foundation in driving the organizational operations efficiently and continually, AOT has provided
- AOT Innovation Management Manual that compiles the latest knowledge of creativity and innovation management to be practice guidelines for employees. Its contents cover the innovation model and level, creative collection process and innovation culture, and
- The policy to promote transformation of the organization towards an innovative organization by the AOT’s Creativity Promotion and Innovation Management Policy which focuses on innovation management in services, work process, new business models/missions at all levels within the organization.
As such, AOT strives to encourage personnel to use creativity and innovation management throughout the organization by setting the Creativity Promotion and Innovation Management Policy with 7 components as follows:
AOT's 6-step innovation process
To transform the organization into an efficient innovative organization, developing innovation to meet the needs of Non-Aero Business Model Innovation is considered an issue for innovation development that AOT places great importance on, such as development of new business model idea and creating opportunities for new business with AOT assets. AOT defined framework of innovation development at operational level under the management of the Innovation Projects, comprising 6 procedures: Idea, Proof of Concept, Prototype Evaluation, Development, Implementation, and Assessment.
In 2023, there were 46 innovation promotion projects implemented under the innovation management.
Innovation: The Corporate Innovation Promotion Project
AOT conducted 4 main projects to promote the innovation of the organization consisting of 1) Innovation Leadership, 2) Creative Collaboration, 3) AOT Innovation Day, and 4) Development Crew Project (Dev.Crew) in cooperation with the external entities, such as the National Innovation Agency (Public Organization), to provide employees and project participants of over 13,000 people with perception and understanding on corporate innovations and provide concept to encourage employees to get passion and purpose to develop innovation according to operational targets of AOT. In addition, participants of the project will have a chance to exchange experiences and create networks among different units. These will contribute to future cooperation, work efficiency increments and mutual values given to the airport users by applying cutting-edge technologies. There were over 40 innovative works arising from exchanging of innovative concepts during operations between AOT and stakeholders’ group according to AOT’s innovation management framework. About 9 innovative concepts were on actual implementation and assessment, such as Baggage Tracking System, Flight Formality Data Delivery and Recording, etc.
Digital Technology and Innovation Risk Management
When technologies and innovations are integrated into airport business operations, analyzing of possible risks during operations needs to be realized in order to mitigate risks and get efficient operational outcomes as required standards. As a result, AOT has assessed operational risks from digital technology and innovation with risk issues such as digital data security, operational compliance with regulations and standards on efficiency of network security, device efficiency, unresponsive knowledge and ability of personnel to the transformation, risks from service receivers/users with alterable needs and expectations, risks from innovations that may lead to ambiguous interpretation of regulations and standards for compliance or activities with undeveloped standards and regulations which may affect the organization, etc. AOT, then, provides risk management on digital technology and innovation according to steps of risk management which are Risk Identification, Risk Analysis/Prioritization, Risk Assessment, and Risk Mitigation & Risk Prevention.
Last Updated: May, 21 2024