Incheon International Airport, ranked No. 1 in global airport service evaluations for 10 consecutive years, has launched a full-scale initiative to improve tenant satisfaction and provide efficient services that match the airport’s image.

The two main pillars of this initiative are:

- Expansion and reorganization of the Tenant Service Center

- Implementation of efficient processes, transparent operations, and service performance evaluation through the Tenant Service Portal

Among these, the Tenant Service Portal was opened in collaboration with STEG, utilizing STEG’s E-GENE™ BSM, achieving 120% of the expected performance level for the Tenant Service Center.

This successful effort demonstrates Incheon Airport’s commitment to achieving top-tier service in all areas by improving tenant satisfaction.

□ Implementation Goal

Enhance service quality and operational efficiency for tenant support services at Incheon Airport passenger terminals through the construction of a Tenant Support Portal System.

- Build an online system for tenant support tasks in passenger terminals and annex buildings to diversify service access channels for tenants, simplify application processes, and improve satisfaction.

- Enable real-time progress monitoring and systematic data collection for the service center to improve operational efficiency.

□ Background and Necessity

○ Annual processing of 230,000 services for tenants in passenger terminals and annex buildings, including:

- Utility application services: electricity, water, telecommunications

- Access card issuance: restricted areas, free trade zones

- Vehicle registration: parking lots, movement areas

- Permits: facility installation/modification, electric heater use, hazardous material handling

- Additional services: fluorescent lamp replacement, key duplication, cleaning

＊ Currently, most applications are processed manually via official documents and forms.

＊ There is a growing need for systematic service history management and statistical tracking.

○ Need to build a portal system that allows online service applications for tenant convenience across diverse industries.

□ Improvement Effects

A. Financial Improvements:

With the opening of the center and portal, annual service processing time was reduced from 36,017 hours to 10,573 hours, as the portal handles a significant portion of tasks. This translates into financial benefits of approximately 530 million KRW annually in labor cost savings.

B. Operational Improvements:

1) For tenants: No need to understand complex application procedures; progress notifications via SMS and email; easy access to past application history through the portal.

2) For partners: Automatic task notifications via the portal; shared processing results for faster and friendlier service; improved communication with the corporation and Tenant Service Center.

3) For the corporation: Application and processing history previously stored in official documents is now managed in the portal; portal log analysis enables process review and improvement; enhanced collaboration between departments and the center.

4) For the Tenant Service Center: Although workload increased, portal functionality makes it easier to track requests and evaluate service levels, enabling true tenant management—the center’s core mission.

Source: http://steg.co.kr/Post/index_02.html