Changi Airport Group (CAG) and global professional services company Accenture have joined forces to establish and operate a digital factory to reinvent the airport passenger experience and transform operations.
Named DIVA, which stands for digital, innovation, ventures and analytics, the factory is designed to help CAG develop, experiment and launch new digital products and services from concept to market launch, using new ways of working.
Staffed with professionals from both CAG and Accenture, DIVA will leverage the latest innovative technologies and capabilities, including artificial intelligence (AI), digital marketing, big data/analytics, predictive maintenance and the internet of things (IoT).
DIVA will be managed like a factory, focusing on delivering business outcomes at scale, with lines of production, predictable delivery schedules and quality controls. This model uses and enables new ways of working, with design thinking, rapid prototyping and experimentation at the core.
“By establishing DIVA with Accenture, we hope to continue to foster a culture of innovation and experimentation, by injecting new ways of working within our organisation,” said Jeffrey Loke, Senior Vice President at CAG. “DIVA is helping CAG implement digital innovations, at speed and at scale, at the enterprise level, serving all CAG departments, including commercial, operations, engineering, IT, and corporate marketing & communications.”
As part of the project, CAG and Accenture have created an AI-powered virtual assistant for airport operations, a predictive maintenance solution for engineering, and next-generation commercial digital marketing campaigns, powered by Accenture Applied Intelligence solutions and accelerators.
Fabio Vacirca, Market Unit Group Lead – Australia, New Zealand, South East Asia, India, Africa and the Middle East, Accenture, added: “Picture a startup environment where employees begin by thinking about what the customer wants and work backwards from there — experimenting rapidly to develop innovative products and services. DIVA is enabling CAG to re-evaluate how the airport operates and develop digital solutions to ensure that it remains a world-class leader.”