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The main objective is to improve the efficiency of Goldenbird’s fleet management processes, focusing on optimizing vehicle transfers between holding areas, streamlining vehicle request workflows, and enhancing the assignment of vehicles to terminal lobbies. By addressing these key areas, the goal is to minimize operational delays, ensure seamless coordination, and deliver a faster, more reliable experience for both drivers and passengers.
Lack of Real-Time Information: staff often have difficulty getting up-to-date information about vehicle locations, assignment status, or fleet movement schedules, which can cause delays in responding to customer needs.
Inefficient Coordination: the communication process between PDCT staff, drivers and field officers is still done manually, such as via telephone calls or Whatsapp groups, which has the potential to cause miscommunication and errors.
Difficulty in Monitoring Fleet Availability: without an integrated system, PDCT staff often face challenges in monitoring the number of fleets available for processing, especially during peak hours or when demand suddenly increases.
We conducted research at the Terminal 3 and PDCT main parking area at Soekarno-Hatta Airport to better understand the daily processes and identify what’s needed to improve efficiency.
To achieve this, we interviewed 2 Goldenbird staff members at each Arrival Terminal and 2 staff members at the PDCT main parking area to gain deeper insights into their challenges and needs.
Vehicles Wait at the Terminal Parking to Reduce Customer Wait Time
Vehicles sent from PDCT are directed to wait at the terminal parking area to ensure customers do not have to wait long after placing an order.
"Sayap" at Terminal 3 for Vehicle Staging
Terminal 3 has a designated "Sayap" area to temporarily hold vehicles before they are dispatched to the terminal, adding an extra step in the process.
Vehicle Requests Are Made via WhatsApp Group
The current process for requesting vehicles from PDCT relies on a WhatsApp group, which can lead to delays and inefficiencies in communication.
Batch Requests for Vehicles of the Same Class
Staff often request multiple vehicles of the same class at once, which may result in longer preparation times and coordination challenges.
Driver Self Check-In Could Improve Efficiency
Staff believe that allowing drivers to check in to PDCT independently would reduce their workload and streamline the process.
Vehicle Requests Depend on Availability at PDCT
Not all vehicle requests can be fulfilled, as this depends on the availability of vehicles at PDCT, leading to potential service delays.
Finding Possible Solutions Using HMW
Simplified Batch Vehicle Dispatch Process
Seamless and Simplified Fleet Management
A robust fleet management system transforms complex operations into a unified, user-friendly interface. PDCT staff will have real-time visibility and control over vehicle assignments and movements, reducing confusion and enhancing efficiency. This means fewer delays, fewer miscommunications, and a more reliable service for customers.
Vehicle Requests via Mobile Web Application
Forget the inefficiencies of WhatsApp groups. With a dedicated mobile web app, terminal staff can make vehicle requests in a structured and efficient way, complete with automated tracking and confirmations. This ensures requests are clear, prioritized, and instantly actionable, reducing any room for errors or miscommunication. The result? Faster vehicle deployment and happier passengers.
Real-Time Vehicle Stock Information
Real-time data is a game-changer. By giving terminal staff instant access to vehicle availability, we’re enabling them to make quick, informed decisions. This visibility not only improves coordination with PDCT but also builds confidence in their ability to manage passenger demands efficiently. It’s a step toward operational excellence that passengers will feel through shorter wait times and smoother service delivery.
The Goldenbird Airport Transfer project highlights the importance of modernizing operational processes to meet growing demands and enhance service quality. By introducing solutions like self check-in for drivers, a simplified fleet management system, and real-time vehicle tracking for staff, we’ve laid the groundwork for a more efficient and scalable operation. These innovations not only reduce delays and improve coordination but also create a smoother, more reliable experience for passengers. This project serves as a testament to how thoughtful design and technology can transform everyday challenges into opportunities for growth and excellence.