Introduction
Today, 5 October 2006, the General Manager of O.R. Tambo International Airport* Mr Chris Hlekane hosted a regular media briefing to provide an update on the following three aspects:
1. Progress on Infrastructure developments;
2. Aviation security;
3. Customer service improvement.
1. Progress on Infrastructure Developments
As part of its R5,2 billion infrastructure development programme,
a) International Departures Upgrade
The project is divided into two phases namely the construction of a new upper roadway, currently under construction, and thereafter, the second phase, the extension of Terminal A departures public concourse into the existing upper roadway.
The Stage 3 design report is currently circulating for final sign-off.
Construction of the new upper roadway commenced in February 2006 and the anticipated completion date is end February 2007.
Tenders for the extension of the Terminal A Departures public concourse is currently in progress. Anticipated completion date for this work is end 2007.
A number of parking bays in K/B 1 & 2 had to be sterilized for this development which is done in consultation with Landside Management.
Included as part of the new upper roadway contract is the construction of a concrete floor and support columns for the Gautrain station building. The construction of the walls and roof for the Gautrain Station building will form part of the Terminal A concourse extension contract. This work is funded by the Gauteng Provincial Government and managed by ACSA on their behalf. The internal fit-out of the Station will be done by the Gautrain Concessionaire .
2. Aviation Security
3. Customer Service
16 temps have been appointed to assist as customer service agents within the terminal for the month of September. They are currently undergoing customer service training at the airport to improve on passenger perception about ORTIA. This unique product enhances the level of service we are providing at ORTIA as these trained and vibrant staff will be present amongst passengers, readily available to assist any passenger especially elderly passengers.
Laduma ORTIA
ACSA is also working hard to ensure that our service levels match or exceed the standards set by the best airports in the world. We have identified the human element as a key focus area for improved service excellence and customer care, and have launched several projects to realise this goal.
The major initiative is a partnership with The Learning Resources Group, in conjunction with WITS Commercial Enterprise, to gear up ORTIA for the 2010 Soccer World Cup. The programme, aptly named Laduma ORTIA, will equip customer-facing staff with the necessary customer focus skills to provide tourists with the warmest and most efficient South African welcome. It is a standard expected by demanding international travellers, and football fans are no exception.
In addition to this initiative, the International Marketing Council (IMC) has also run workshops with beneficiary groups. The focus is on being brand champions for South Africa, under the banner of The Funda Trust. These workshops are paving the way for learning initiatives specifically aimed at customer orientation, tourism knowledge, and skills shortages within the airport environment.
“Absa must be commended for their R6.8 million contribution to upgrading skills at the airport. The Funda Trust was established through donations made by Absa towards the upliftment of customer care and tourism skills at ORTIA in preparation for 2010. The stakeholders participating in the initiative are identified staff from ACSA, Equity Aviation, SARS, Home Affairs, Gauteng Tourism Services and SAPS,” says ACSA ORTIA General Manager, Chris Hlekane.
Parking
ACSA has embarked on various initiatives aimed at easing congestion on the roads and in the parking areas at the airport. These initiatives form part of ACSA’s broader strategy to improve services throughout the airport.
In an effort to ease congestion at the former kerbside pick-up and go facility, that was operational at the international and domestic terminals, a 90-bay pick-up and go parking facility (free for the first 15 minutes) was first introduced directly opposite the international terminal. Subsequently, a domestic pick-up and go parking facility (free for the first 30 minutes) was introduced on the ground floor of the Multi Story Parkade.
However, according to ACSA’s Landside Manager Kesavan Naicker, “We recognised that these new facilities needed to be complimented by additional aspects in order for them to be fully effective. As a result, we made changes to existing signage, introduced information displays advising parkers on arrival times and deployed additional traffic marshals to direct traffic so as to avoid any congestion. So far, the new system is proving to be effective.”
In addition, in response to the growing need for a cost effective long term parking solution at the airport, ACSA recently introduced low cost parking at Super South Gate, at a cost of R10 a day with a free shuttle service to the terminal buildings.
