The low-cost airline has digitally transformed its operations for better passenger experience
GLORY NELSON
SPICE JET
Since we follow an agile approach, business is part of the entire development to see how the application is being developed and to provide early feedback to make the product more useable. I believe the greatest success of any project is the quick adoption to change and less issues reported after the implementation.
Glory Nelson Sr.VP - IT SpiceJet believes that digital transformation has been an overly used word in the last few years. In her view, if technology can help business to do better and efficiently with less cost, it will fall into the category of digital transformation.
As a team, SpiceJet has implemented a lot of new projects to improve customer experience at the airport such as check-in using beacons and NFC. This eliminates the customer to type his / her PNR identification number to CKIN. SpiceJet was awarded for the best check-in experience in FTE global. The airline also implemented self-bag-drop solutions, kiosks and Qbusters at the airports to make it easier for the customers check-in themselves, thereby improving passenger experience.
“Empowering business leaders to take the right decisions at the right time is one of the key objectives of digital transformation. Intelligent dashboard has been created by consolidating various data source and made available to business at a single click,” explains Nelson.
SpiceJet has benefitted majorly through these implementations as it eased operations and empowered them to take decisions based on data points. Nelson calls out, “Any information to be available either to the customer or employee at the click of a key will enable our employees to service the customer with more empathy.”
Coming to legacy infrastructure, the company started working towards building a layer on top of the existing application which is helping them move forward faster and quicker. Nelson opines that collaboration is the real mantra for success. All the new initiatives taken now within the company have the business team buy-in and are a part of the entire process, right from the inception to design.This gives confidence to the business and ensures the project is successfully implemented and is used.
CIOs are not seen as a technical whiz who can talk about technology alone. Today, CIOs are business leaders who understand the problems related with business and use the right technology to solve it. It is also expected of the CIO to not only deliver the product but be a part of the change management process to ensure the product is being used effectively across the organisation. Thus, the new role of a CIO is more of a change agent than being a tech whiz.
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