A presentation was also given on the award-winning case “Evolution of Tenant Services at Incheon International Airport” which received the itSMF Award.

Park Chun-mi, Manager at Incheon International Airport Corporation, explained that tenant services were improved to enhance convenience through the provision of one-stop services.

Incheon International Airport is a mega international airport that, as of last year, handled 44.91 million international passengers, 250,000 international passenger flights, and 2.56 million tons of international cargo. As a mega hub, it hosts a large number of tenant companies. The airport corporation conducted a service satisfaction survey targeting approximately 1,000 tenant companies.

The survey revealed a high corruption risk index in lease management. Complaints included complex procedures, delays in processing, insufficient information disclosure, and lack of transparency in rent calculation standards, among other issues requiring improvement.

In response, Incheon International Airport Corporation initiated plans to improve 31 service processes across 9 areas and related systems. Benchmarking was conducted against COEX, and 1.7 billion KRW was invested in service improvements such as center integration and portal development. First, support offices previously separated by function were consolidated into a single center.

A Tenant Service Portal was also established, enabling processing of civil services for 31 items across 9 categories, including electricity, water, and telecommunications. Tenant service processes were standardized, as previously internal handling procedures varied by department. Procedures were standardized and intake channels unified.

Various systems were integrated, including portal, approval, HR organization information, purchasing, contracts, accounting, airport operations management, and parking management. A tenant guidebook was produced in e-book format, making it easy for tenants to understand service details and procedures from the lease contract stage onward.

As a result, service application history and progress can now be checked via the portal. Notifications during processing, online corrections for requested documents, and standardized application forms for each service have been implemented. Real-time document sharing by area facilitates quick and fair decision-making. Reviewing opinions from related departments enables accurate decisions.

Park stated:

"Going forward, we will work on realistic restoration periods, improve move-out procedures, enhance deposit return processes, expand distribution of the tenant guidebook, and refine the tenant service portal."

Read the full article: http://www.etnews.com/20150827000256

Reference article: http://www.fnnews.com/news/201508271108281946