3 Cs of Employee Engagement: How NICF Helped Changi Airport Group IT

3Cs of Employee Engagement
How NICF helped CAG IT
Steve Lee
Chief Information Officer

Changi Airport Group (CAG)
Manages and
operates
Changi and
Seletar Airports

Air Hub
Development

Airport
Operations

Commercial
Activities

Airport
Emergency
Services

Investment in
foreign airports

© 2013 Changi Airport Group (Singapore) Pte. Ltd. Not to be used, disclosed or reproduced without CAG's prior written approval.

2

Passenger Terminals
• Four passenger terminals at Changi
– Terminal 1 – Opened in 1981, refurbished in
1995, and 2012
– Terminal 2 – Opened in 1990, upgraded in
2006
– Terminal 3 – Opened in 2008
– Terminal 4 – To be opened in 2017

• Total handling capacity – 66 mppa
• Total gross floor area of over 1 million m2
(140 football fields, or 8-10 times of VivoCity)


3

Terminal 4

•
•
•
•

Scheduled for completion in 2017
Planned capacity of 16 mppa
Unique see-through concept separating the
public and restricted zones
Features self-service and automated options at
key touchpoints such as check-in, bag drop,
immigration clearance and departure gateboarding

©© 2013Changi Airport Group (Singapore) Pte. Ltd. Not toto be used, disclosed reproduced without CAG's prior prior written approval.
2013 Changi Airport
(Singapore) Pte. Ltd. Not be used, disclosed or or reproduced without CAG's written approval.

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2013 Changi Airport

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Project
Jewel

• Scheduled for completion in 2018
• Mixed-use complex, incorporating aviation, retail
and leisure
• Architecturally iconic – stunning glass and steel
façade
• Serve as node – linking all three terminals
• Will increase T1 handling capacity
to 24 mppa

2013 Changi Airport

6

2013 Changi Airport

7

Changi Airport at A Glance


8

Many Partners, Many Missions, One Changi
200+ organisations
10,000 frontline staff
34,000 airport staff

1,500 CAG staff

To provide 140,000 customers ONE CHANGI EXPERIENCE every day

9

CAG IT Strategic Areas
Vision
Deliver innovative,
rapidly adaptable
information systems
that are recognised by
CAG and its divisions
as providing
competitive business
advantage.
Mission
Deliver cost effective,
enterprise-wide,
customer-focused
information systems
and services to
achieve the vision

Page 10

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How CAG IT Resources are Organised
• 55 CAG staff
• 10 sections
• Led by 2 VPs and 3 AVPs
• More than 150 contractors for projects and operations
• Interns and consultants


11


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The 3Cs for Employee Engagement:
Care, Career and Competency
• People value how the company: cares for them; has a
plan for their careers and; develops their competency.


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Developing Competency in IT Team
•

Identify Core Competencies required:
– Programme and Project Management
– Outsourcing Management
– Enterprise System Architecture
– Database / Information Management
– IT Service Management
– Security / Risk / Business Continuity Planning Management

• Adoption of NICF (National Infocomm Competency Framework) &
leverage on SPUR to attend courses in these areas.
• Strong focus on Coaching and Mentoring for junior staff and
“experiential learning”
• Training and development as part of Personal Development
Interviews.

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Developing Key Competencies
• Importing Competencies through Hiring
– Senior Competencies
– Functional Competencies
• Leveraging on Academia
– SMU : Business Process Modeling and
Analysis
– ISS : Developing IT Competencies
Framework
• Leveraging on Professional Associations
– IT Management Association
– Singapore Computer Society


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Our Journey on NICF started….
• Changi Airport Group (Singapore) Pte Ltd (CAG)
engaged the Institute of Systems Science (ISS) of the
National University of Singapore (NUS) for a
Competency Framework development project in April
2010 to develop a competency development support
structure within CAG’s Group IT department.
• As part of this Competency Framework development
project, CAG leveraged on the National Infocomm
Competency Framework (NICF) for maximum efficiency
and alignment with established industry standards


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NICF Framework Allows Management Team to
Develop Competencies in a Systematic Manner


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Staff Development through NICF
Courses
• Staff attended 84 NICF courses since April
2010.
• Various areas from Project Management,
Outsourcing Management, Business Analytics,
Requirements Analysis etc.
• Focus on our Core Competencies
• Sent only after staff working experience on the
area of development

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One Way We Showing That We Care:
NICF Training Plans Incorporated in CIT Personal
Development Interviews (PDI)
• CIT included a section in staff’s Personal Development
Interview(PDI) session on Development/Competency
Development needs based on NICF training plans.
• Staff review their training plans twice a year with reporting
officer & countersigning officer.


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Developing Their Career:
How NICF has helped in CAG’s PDI
• Increased staffs’ competency through training.
• Staff are able to learn for other organizations through
team building activities in the training.
• Empowered staff to take ownership of their own career
development.
• Improved staff attitude and morale.

• Staff are able to know what training are needed to
improve their capability

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How NICF has helped in Improving
Employee Engagement
• Staff are able to manage the Stakeholders and it
improved customers’ satisfaction.
• Training enabled staff to use different techniques to
complete the work more efficiently.
• Staff are more engaged in their roles and
responsibilities.

72%

79%

81%

58%

Our leaders at all
levels lead by
example
(LEADERSHIP)

I feel I am learning
and growing on the
job (LEARNING
AND
DEVELOPMENT)

I have challenging
(stretched) and
achievable goals
(MANAGING
PERFORMANCE)

It would take a lot to
get me to leave this
organisation
(ENGAGEMENT STAY)


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NICF has helped us Employee Engagement
Care, Career and Competency

Engaged, Challenged &
S -T- R- E- T- C- H- E- D


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Thanks!
Our job is to make everyone the
best that they can be!


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3 Cs of Employee Engagement: How NICF Helped Changi Airport Group IT

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3 Cs of Employee Engagement: How NICF Helped Changi Airport Group IT