Overview

Customer

Industry

Challenge

Solutions

Benefits

Dubai International Airport

Airlines

Maintenance & management of

unclaimed property of the passengers

Ÿ Lost Property Management Service

Application createdŸ Hardware Support

Ÿ Improved Operational Efficiencies of

the Airline StaffŸ Enhanced passenger experience

Client Brief

Challenge

Dubai International Airport serves Dubai, the largest city of the United Arab

Emirates. It is one of the world's largest airports and a major aviation hub in the

Middle East. Scoring high when it comes to offering amenities, Dubai airport

very well elucidates its reputation for ranking among the best international

airports.

A major cause of passenger complaints in the aviation industry is the missing

items. Increasing traffic volumes and managing the lost and found items at one

of the world's busiest airport manually was a humongous task.

The airport, well known for its state-of-the-art infrastructure, deploys the latest

technology and encourages employees to use state-of-the-art devices on the

field. However, to improve services for its passengers and airline partners

continually using technology, Dubai Civil Aviation Authority (DCA), wanted a

comprehensive, easy to use information system dedicated to the lost and found

property. This prompted the client to look for an IT partner who can help them

overcome challenges like minimizing high percentage of unclaimed lost

property, unavailability and incomplete information of lost property details due

to manual errors. Hence, the new system and process meant that both the client

and passengers can more easily, quickly and conveniently report, find and

retrieve lost items.

The client wanted the new system to have functionalities like automating the

complete lost and found process by recording the lost /unattended item found at

the Dubai Airport premises to capturing all the relevant information of the

unattended items, managing the storage, handling over the property to the right

owner, till disposal of the item in case of no claim within a stipulated time.

Driving Operational Excellence in Airport Services

Case Study

Solutions Offered

After an extensive search, HCL MEA was shortlisted as

an IT partner by Dubai Civil Aviation Authority to meet

the operational objectives of the Airport Service team

and to minimize Police role by enabling them to focus

more on core aviation security functions. HCL created a

comprehensive, easy to use application to manage the

information associated with abandoned property. The

civil aviation authority of Dubai International airport

chose HCL over and above solutions from other

vendors because of HCL's ability to cope with a

complex IT environment, its rich experience in

application development and deployment and access

to global best practices and methodologies that not

only ensures cost effectiveness but also leverages

tools, technologies, processes and governance

models.

After understanding the client's requirements fully, HCL

offered Lost Property Management Solution (LPMS).

LMPS has three core components Web Module, PDA

Module and Online Reporting Module

The Web Module comprised a web based application to

handle the over all LPMS system. This was done to

facilitate creation of new cases for lost property,

assigning them to PDA for processing, keeping track of

the stored items. Apart from these, the Web module

also offered facilities like generation of reports and

dashboards of the lost property as and when needed,

initiation of the lost property dispatch process and

finally moving the lost property for auction incase of no

claim within a stipulated period of time.

The Web module was integrated with PDA using smart

device technology using. Net Compact Framework 3.5.

The PDA, which is a handheld device, works through

Wi-Fi and has windows based platform. In the event of a

new case of lost property, the Web module sends alerts

to PDA users to take immediate action on the lost

property by visiting the site, capturing all relevant

information, generating barcode of the lost item and

Business Benefits

The new Lost Property Management System has

enabled the airport authorities deliver a world class

customer service to millions of travelers visiting airport

each year by making travel experience comfortable and

hassle free. With the new system, HCL MEA has helped

Dubai Civil Aviation Authority move from a

disconnected manual process to an automatic and

integrated business-driven information systems that

helps tracks passengers lost items with ease.

Many information management tasks such as user-

defined reports with customized content and formats

have led to increased transparency across several

departments. Additionally, HCL's regular knowledge

session have led to higher efficiency of the airport staff

effectively use the application thus saving time in

tracking the owners.

uploading it on the database. Another advantage

associated with the PDA module is that it enables the

PDA users to handover the lost property anytime using

the dispatch module on the PDA to the owner once the

owner's verification is confirmed.

Lastly, for the convenience of the passengers and for

the airport staff, an online Lost Item Registration portal

was created which was linked to the main LPMS

system. This portal was integrated with the main

website of Dubai Airport both in Arabic and English

language. With the help of reporting module of LPMS, it

became easy to track the owner of the lost property on

the basis of complaints logged on-line. Subsequent to

the complaints logged, the Reporting module guides

the owner of the property to the nearest LPMS dispatch

counter by retrieving storage information of the lost

property from the could bring improvements in terms of

controlling costs.

About HCL Infotech Ltd.HCL Infotech Limited, a wholly owned subsidiary of HCL Infosystems Limited, is a Premier Indian Technology Company and offers a

wide range and end to end IT Solutions and Services for both Corporate Enterprises as well as Government Organizations. With a

strong legacy and rich industry experience of over thirty years, HCL Infotech offers single window turnkey solutions which enables

customers to create successful and adaptive businesses. The Company's IT services and solutions portfolio comprise IT

Infrastructure Consulting, Integration and Outsourcing; Software-led IT Solutions and Biometric based Authentication and

Business Services. With a presence in 4000+ towns across India, multi-technology expertise and partnerships with leading

technology providers, HCL Infotech enables organizations to grow and transform. The company also has robust operations in

Middle-East Asia and Africa and provides comprehensive IT solutions to customers across verticals in the region.

For more information please visit us at www.hclinfotech.in

For more details, please contact us at or visit us at

marketinginfotech@hcl.comwww.hclinfotech.in

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