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Corporate Social Responsibility
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Enhancing Service to Drive Change

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Enhancing Service to Drive Change

Ranked in third place by Skytrax for airports with annual passenger volumes of between 40-50 million, TTIA strives to provide the most heartwarming services that meet the needs of passengers. TIAC utilizes diversified services that allow domestic and foreign passengers to experience the excellent and unforgettable service quality and culture of Taiwan. Annual passenger satisfaction surveys are carried out to enhance airport service quality, and passenger feedback is used as an important basis of proposal of improvements and optimization of targets. TIAC continues to invest in innovative developments and cross-industrial collaborations, aligning with international benchmark airports while promoting various automated services that enhance user convenience. Building a green and smart airport is TTIA’s ultimate mission.

  • INDUSTRY, INNOVATION, AND INFRASTRUCTURE
  • PARTNERSHIPS FOR THE GOALS
  • SUSTAINABLE CITIES AND COMMUNITIES
Material issues: Airport services and customer experiences、Smart airport
Policies and Commitments

One of TTIA’s missions as a gateway for the nation is to provide the best services for passengers. TIAC improves operational efficiency and service standards through participation in airport service quality and passenger satisfaction survey organized by Airports Council International and promotion of smart airport concepts.

Goals Short-term
  1. Provide monthly survey results to the operating units for reference.
  2. Implement pilot projects relating to passenger experiences.
Mid- and long-term
  1. Complete strategy map for smart airport development.
  2. Continue to implement the procurement service for airport service quality surveys, studies on passenger characteristics and passenger services, service performance indicators each year. TIAC regards passenger feedback as a priority item for continued enhancement of passenger service experiences.
Grievance mechanism

Please refer to the following sections: Methods of engagement listed in the "Stakeholder Identification and Engagement Table" of the material issues and stakeholder communication section, or "Contact Us" on TIAC’s website.

Specific actions
  1. Implementing the procurement service for airport service quality surveys, studies on passenger characteristics and passenger services, service performance indicators.
  2. Organization of lectures relating to smart services in airports and talent training.
Evaluation mechanism
  1. TIAC convenes quarterly meetings relating to projects on passenger characteristics and key performance indicators to report on survey results and discuss plans for improvement.
  2. TIAC reviews key service performance indicator standards during the meeting to determine whether standards are reasonable and challenging.
World airport evaluations

TTIA is ranked in third place for four consecutive years in the category of airports with annual passenger volumes of between 40-50 million. TTIA has also received high scores on specific evaluations of airport services, cleanliness, speed of immigration procedures, and security checks.

Evaluation items Ranking
World’s Top 100 Airports 13
Best Airports in Asia 8
Best Airports 2019: 40 to 50 million passengers 3
World’s Best Airport Security 8
World’s Best Airport Immigration 4
World’s Best Baggage Delivery 7
World’s Best Airport Staff 7
World’s Best Airport Staff in Asia 7
World's Cleanest Airport 8
World's Best PRM/Accessible Facilities 9
Smart Airport

The TIAC Innovation Office uses emerging technologies and digital transformation to realize new-generation 5G targets, enhance airport operational efficiency, align with international markets, and sustain competitiveness. These comprehensive measures allow TIAC to improve the overall performance of the aviation industry by integrating industrial strengths while implementing policies and charitable operations. Development of all demand aspects is rigorously balanced with the process of building a smart airport, and the following items for rolling implementation of innovative projects have been implemented accordingly:

  1. Analyze application and development trends of emerging technologies in life industries
  2. Study smart developments and application strategies in international benchmark airports
  3. Implement a Smart Infrastructure Project for various smart operating facilities at TTIA
  4. Propose a blueprint for smart airport development
  5. Apply and promote smart concepts through the Smart Airport Project Office

 

Looking to the future, TIAC will continue to strictly abide by core Corporation values of safety, quality, efficiency, and greenness while improving its services. With the upgrading of Terminal 2 gradually reaching completion and Terminal 3 standing ready to open its doors, TIAC’s primary task at present is to build a world-class smart airport which can successfully acts as a hub in Eastern Asia.

Vision Strategies
Improve smart infrastructure to create a good environment for future development.
  1. Build smart software and hardware infrastructures to create a good environment for future development.
  2. Establish information sharing platforms to enhance decision-making efficiency.
Expand smart technological applications and drive innovative industrial developments.

Integrate smart technologies to enhance passenger experiences as well as operational and management efficiency of air and sea ports.

Promote export-oriented smart industrialization of airports
  1. Obtain opportunities through diverse channels.
  2. Adjust smart technologies in accordance with legal regulations and administrative resources to promote applications of smart technology.
  3. Collaborate with the Taiwan External Trade Development Council to expand TIAC industrial trade markets.
  4. Establish interdepartmental coordination reports that integrate administrative resources and connect, share, and simplify cross-institute information integration processes.
  5. Review personal information, intellectual property, and national security laws through TIAC interdepartmental coordination reports to solve problems (such as information sharing and confidentiality) of smart technology applications.

 

Aspect Work tasks
Analyze application and development trends of emerging technologies in life industries
  1. Integrate application of smart technologies from life industries
  2. Analyze application and development trends relating to technology
Study smart developments and application strategies in international benchmark airports
  1. Survey smart developments in benchmark airports
  2. Categorize smart technologies and services in benchmark airports and summarize their main strategic directions
Inventory of TTIA operational facilities to serve as a foundation for smart development
  1. Inventory, categorization, and statistical analysis of all operational airport facilities relating to smart technologies and services
  2. Establishment of icons relating to smart airport architecture
  3. Conduct in-depth analysis and diagnosis of smart technologies and services
Formulate a blueprint for smart airport development
  1. Formulate a blueprint corresponding to corporate vision, mission, and core values, and develop targets relating to the smart airport strategies year over year
  2. Formulate an action map for smart airport development which includes development blueprints for five aspects: airport (air-side and ground-side operations), passengers, baggage, cargo, and external connections
Smart airport operations
  1. Continue to provide consultation services relating to contracts and bids for smart operations
  2. Promote prototypes for smart applications
  3. Formulate specifications for construction projects based on verified and feasible POC results
  4. Assess possibility of participation from private companies in smart airport operations
  5. Continue to revise the short-, mid-, and long-term smart airport development actions
Taoyuan Aerotropolis Project

TIAC plans to execute the Taoyuan Aerotropolis Project in three main stages, which are urban planning, acquisition of land required for expansion, and expansion of airport facilities. As TTIA serves as the core for outward expansion in the Taoyuan Aerotropolis Project, working together with the Ministry of Transportation and Communications and the Taoyuan City Government is necessary in order to drive international development in neighboring areas to enhance the competitiveness of TTIA.

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