2003 Singapore Quality Award Winner

Civil Aviation Authority of Singapore

The Civil Aviation Authority of Singapore (CAAS) spearheads the development of civil aviation and air transportation to make Singapore a major air transportation hub. It also serves as a regulatory body for airport and flight operations, and is the developer and manager of Singapore Changi Airport and Seletar Airport.

The senior executives at CAAS are highly committed and focused on making Changi a global air-hub and world's best airport. They are strong advocates in cascading the organisation's mission, vision and values to employees and partners. Through their personal leadership, they have permeated a pervasive culture for excellence guided by customer-centric, process-centric and staff-centric approaches.

The organisation leverages on its well-established information technology infrastructure in using information and knowledge to drive planning, day-to-day management, and improvements in the organisation's performance. It has developed many information management systems such as the ChangiNet, and the Automated Aeronautical Information Service System. Its e-schedule system is the first in the world that enables scheduled airlines operating at Changi to file their flight schedules to CAAS via the Internet. Many avenues for knowledge sharing are also in place such as knowledge warehouses, team-based activities, and lesson learnt sessions.

CAAS has adopted strong process management approaches for its key processes of airline facilitation, passenger facilitation, air cargo facilitation, and air traffic control, so as to support its strategic directions. These approaches include thorough planning of the processes, clear identification of process performance indicators and targets, close collaboration with airport agencies such as Immigration and Checkpoints Authority and ground handling agents, the use of leading-edge technology to improve process effectiveness and efficiency, and regular process performance reviews.

With new airports emerging in the region, CAAS recognises that Changi's traditional selling points of capacity and service were no longer the key advantages that they used to be for its passenger facilitation process. A new concept of the Changi Experience, fusing the latest technology, exciting 'live' events, unique shopping experience, business facilities and amenities and extensive landscaping, was introduced to create an unforgettable experience for passengers. This new concept, together with the usual efficiency and service, has given Changi a competitive edge. It has achieved consistently high levels of passenger satisfaction, and the passenger movements has grown at a compounded annual growth rate of 3.6% despite the devastating effects of September 11 terrorist attack in the US and the Bali bombing. About 29 million passengers moved through Changi Airport in 2002.

CAAS has adopted a comprehensive I-STAR framework for innovation, which revolves around five thrusts of strategy, surrounding, systems, study and salutation. The organisation has adopted various initiatives to support the innovation focus such as the Creativity@Work course for all staff, Inno-scan programme for best practice exchange sessions, Airport Innovation Week, and the setting up of an innovation gallery at the airport. As a result of the strong focus on innovation, Changi Airport was awarded the most innovative Airport by TravelEast Weekly in 2001.

CAAS has introduced multiple channels of communications with its customers so as to better understand their requirements. These include electronic kiosks and internet feedback forms for IT savvy passengers, regular dialogue sessions with airlines and cargo agents, task forces or committees that involve customers in policy formulation and programmes, and account managers that serve key customers including airlines and cargo agents. Rigorous training that is aligned to the corporate values of safety, quality and service is provided to front-line, safety and security staff. As partners are integral to the services of CAAS, the organization creates awareness as well as provides training and recognition on quality service to staff from partner bodies.

For its proactive response to help its' airline partners, which have been bruised by the tragic events of September 11 and the outbreak of the SARS virus, CAAS received the International Air Transport Association's (IATA) Eagle Award for the third year running. The Eagle Awards are presented annually to recognise airports and air navigation service providers who give value-for-money and quality service to their airline customers. CAAS is the only airport authority to receive the Eagle Award thrice in the award's six-year history. It has won an increasing number of "Best Airport" awards from prestigious organisations and publications with 16 awards in 2000, 20 in 2001, and 23 in 2002. Some of these annual awards, such as those from the Asia Pacific, German, UK and US editions of the Business Traveller magazines, have been presented to Changi Airport more than 10 times. It has also been presented the International Federation of Airline Pilot Association's Starless Rating for deficiency-free safety record consistently for the last 22 years.

On winning the 2003 Singapore Quality Award, Mr Wong Woon Liong, Director-General of Civil Aviation said, "CAAS is indeed honoured to receive this prestigious national award that recognises the dedication and commitment of our management and staff in building a world-class organisation. While this award marks a significant milestone in our journey towards business excellence, it is not the end of our quest for continuous improvements. The SQA Award will spur us to reach for greater heights."

3M Singapore Pte Ltd (Woodlands Plant)	2003 SQA Presentation Dinner Ceremony
Inland Revenue Authority of Singapore	Keynote Address by Tharman Shanmugaratnam
	Welcome Address by Dr Cham Tao Soon