CIO50 2019: #26-50 Saiful Bakhtiar Osman, Malaysian Aviation Commission
As a government agency, the Malaysian Aviation Commission (MAVCOM) is continually tasked with responding to the ever-changing and expanding needs of the public.
The organisation recently became the first regulator in ASEAN to introduce a complaints management system (CMS), designed to eliminate manual processes and operations.
Shaped by Saiful Bakhtiar Osman as Head of ICT, the aim of FlySmart CMS was simple, to create a convenient channel for consumers to register complaints on services rendered by the airlines or airports in Malaysia.
The service - recognised as 2019 Information Visionary for Malaysia by IDC - also provides improved tracking and resolution of complaints, aligned to the government’s goal of improving quality of service in aviation.
In 2018, 94 per cent of complaints received were resolved and closed by MAVCOM within 30 days, up from 75 per cent in 2016.
Alongside a passenger focused service in FlySmart CMS, MAVCOM also deployed AeroFile targeting airline operators.
Focusing on landing permits, the new filing system houses enhanced features designed to minimise paperwork-trails and processing times, in addition to reducing documentation burdens.
Key benefits include improved workflow efficiencies between the three government agencies of MAVCOM, Civil Aviation Authority Malaysia and National Slot Coordination Malaysia.
Likewise, processing period times have been reduced from 14-30 days to 48-72 hours, backed by the introduction of a mobile app to facilitate faster approval cycles.
MAVCOM is now leveraging Salesforce for both systems in response to high availability requirements in Malaysia.