… To Commence Pilot Project With Lagos, Abuja Airports
…Says Executive Order Has Entrenched Efficiency In Airport Operations, Synergy Among Security Agencies
The Federal Airports Authority of Nigeria (FAAN) as part of efforts to ensure improved services has subscribed to the Airport International Council (ACI) Airport Service Quality Programme (ASQ)
Director of Airports Operations, FAAN, Capt. Rabiu Yadudu gave this hint in an interview today.
He explained that ACI’s ASQ programme uses data gathering to assist the agency measure passengers’ reactions to at levels of operations to help them improve on service.
Yadudu added that the ACI programme which FAAN subscribed to will provide passengers satisfactory experience at the nation’s airports.
According to him, “FAAN has also subscribed to and has paid for an ACI Programme, the Airport Service Quality Programme (ASQ), which will help the agency measure our passengers’ reactions to all levels of our operations. “This programme is all about gathering data from the incoming and outgoing passengers on all aspects of our operations to help us improve our services through analysis of this data. The ASP is all about efficiency and how we response to passengers stimuli.”
He continued, “Airports all around the world are part of this programme and we decided to join in to aid us in measuring what we do, using it to improve where needed and compete favourably among the comity of nations. Every six months, an independent and impartial judge in ACI rate us based on the data we provide from the passengers, who answer simple questionnaires posed at them.”
“This is a tested and trusted formula and it shows how committed FAAN is. Like all our programmes, the pilots will be in Lagos and Abuja and after some months we will broaden it with other Aerodromes. It is an effective programme; we gather data and facts and use them to improve our services.”
Airport Service Quality Programme (ASQ) is the world-renowned and globally established global benchmarking programme measuring passengers’ satisfaction whilst they are travelling through an airport.
The ASQ programme provides the research tools and management information to better understand passengers’ views and what they want from an airport’s products and services.
Meanwhile, the Director of Airport Operation said that the Ease of Doing Business introduced by the Federal Government in July 2017 has brought about efficiency in airport operations and synergy among security agencies.
He contended that the Executive Order on the Ease of Doing Business has broadened the horizon for the airport authority in entrenching safety and seamless facilitation.
On the benefits of the policy Yadudu, said, “If you want to manage how you spend your time at the airport, the order will help out. It would help the agency save money and it would enable us (FAAN) have prudent use of our resources. It will enable us know how to react to customers and stakeholders and give us a better understanding of how to serve them better.”
