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Management Discussion & Analysis Corporate Governance Corporate Social Responsibility Strengthening Business and Portfolio, Enhancing Passenger Experience PT Angkasa Pura I (Persero) continues to strive to strengthen the effort to become one of the best airport operators in Asia by strengthening business and portfolios by building good financial performance, developing new airports, improving services, and applying international standards. Service quality and facility innovation at new and existing airports is a priority to improve the quality of passenger experience. Disclaimer This is the Annual Report of PT Angkasa Pura I due to various risk factors that can hinder the Company’s (Persero), hereinafter referred to as the “Annual Report”, efforts to realize these statements. which presents data and information regarding the performance of management and implementation The readers of this Annual Report can submit questions of corporate governance for the period of January to or responses, or request more information about PT December 2019. The use of terms “Angkasa Pura I”, Angkasa Pura I (Persero) through: “AP I”, or “Company” in the Annual Report refers to PT Angkasa Pura I (Persero). Awaluddin Corporate Communication Department The contents of the Annual Report are compiled based Graha Angkasa Pura I, Kota Baru Bandar Kemayoran on internal and external data sources and information Blok B12 Kav. 2, Kemayoran, Jakarta Pusat 10610 that are deemed necessary to be known by stakeholders. Phone : (+62) 21 6541 961 In addition to containing historical data and information, Fax : (+62) 21 6541 514 readers of the Annual Report will find several forward- Email : [email protected] looking statements. For information and complaints, contact 172 or via email PT Angkasa Pura I (Persero) is carefully presenting [email protected] forward-looking statements because they contain ideas, hopes, ideals, goals, or future targets. Although it has been carefully considered, PT Angkasa Pura I (Persero) cannot guarantee that future outlook can be achieved PT Angkasa Pura I (Persero) Laporan Tahunan 2019 3 Performance Overview Report from the Board of Commissioners Company Profile and the Board of Directors Theme Correlations 2018 GROWING STEADILY TO ENTER GLOBAL CLASS STANDARD PT Angkasa Pura I (Persero) has successfully been recorded as one among 10 (ten) most fast-growing airport management companies in Asia. A number of airports under the Company’s management have also secured global achievement, including I Gusti Ngurah Rai International Airport that was awarded as The Best Airport in Asia Pacific by ASQ and Airports Council International (ACI), SAMS Sepinggan International Airport in Balikpapan that was awarded as the Second World’s Best Airport, and Juanda International Airport in Surabaya that was awarded as the Third World’s Best Airport by ACI. 2017 PROUD TO SERVE THE NATION PT Angkasa Pura I (Persero) keeps on improving the service quality of its managed airports and supports government’s programs, specifically in improving air connectivity and escalating the foreign tourist visit. The company has initiated strategies through terminal service innovation, smart airport implementation, digitalization of corporate business process and acceleration in three strategic airport constructions which belong to national strategic projects. PT Angkasa Pura I (Persero) 4 Laporan Tahunan 2019 Management Discussion & Analysis Corporate Governance Corporate Social Responsibility 2016 BUILDING NATIONAL PRIDE THROUGH THE DEVELOPMENT OF AIRPORT INFRASTRUCTURE According the company’s vision “To Become One of the Top Ten Airport Operators in Asia,” PT Angkasa Pura I (Persero) restructures the business paradigm from a mere infrastructure provider into a service company oriented towards the improvement of airport users’ safety, security and comfort using smart airport model. PT Angkasa Pura I (Persero) also has a role to accelerate the creation of competitiveness and become the center of regional development that support the ‘catchment areas’ in accordance with the toll, sea and air connectivity integration concepts. 2015 DEVELOPMENT ON HIGH PERFORMANCE AIRPORT OPERATOR CORPORATION In accordance with the road map for the Company’s Long Term Plan (RJPP) from 2014 to 2018, it was determined to enhance the performance through including excelling the implementation of service and operation excellence, optimizing the effectiveness and cost efficiency, optimizing the entire potential synergies both internally and externally, and accelerating and improving the value creation of the strategic partnerships. PT Angkasa Pura I (Persero) Laporan Tahunan 2019 5 Performance Overview Report from the Board of Commissioners Company Profile and the Board of Directors Kilas Kinerja Keunggulan Kami 01Pioneer Company in Commercial Airport Management in Indonesia In line with its vision as the world-class airport management company, PT Angkasa Pura I (Persero) successfully secured a number of awards for the airports under its management, including: 1. The Best Airport in Asia Pacific, for the category of 5 – 15 million passengers annually 2. Best Companies to Work for in Asia 2019 - Indonesia Chapter 3. Best State-Owned Enterprise Governance Award I Management02 of Main Airports on Indonesia’s Central Business and Tourism PT Angkasa Pura I (Persero) manages strategically located airports in business centers, including Surabaya and Makassar, and tourism areas, such as Yogyakarta and Bali. PT Angkasa Pura I (Persero) 6 Laporan Tahunan 2019 Management Discussion & Analysis Corporate Governance Corporate Social Responsibility High Commitment03 in The Implementation of World Class Information and Communication Technology PT Angkasa Pura I (Persero) is highly committed to adopt the worldclass information and communication technologies (ICT). The commitment is implemented through the strategies, including: operation excellence, revenue safeguarding, ERP enhancement, and ICT foundation enhancement. The operation excellence strategy includes the enhancement of communication technologies to support the reliable business by implementing the smart airport that is available in 14 (fourteen) the Airport Operation Control System (AOCS) in airports as an attempt to improve Customer all of the airports. The Company has innovated Satisfaction Index (CSI). in the SATU Aplikasi Untuk Prestasi program by applying the digital office automatization PT Angkasa Pura I (Persero) established its ERP services called Office Collaboration Platform enhancement through the financial system (OCP) , Management of Electronic Document integration among the subsidiaries and parent (TNDE), and AP I e-Learning (APel) to improve the company to produce the accurate and punctual working productivity and competencies of all the Consolidation Financial Report, SAP development personnels involved PT Angkasa Pura I (Persero). (BPC and Enterprise Asset Management), and the integration of Legacy Application with the ERP The revenue safeguarding strategy includes the Platform via service-bus. integration of information and communication technologies (ICT) that relate to the services, such Meanwhile, the ICT enhancement is carried out as Passenger Service Charge on Ticket System through the standardization of ICT infrastructures (POTS) and Parking System. PT Angkasa Pura I (LAN, WAN, Communication, Wi-Fi, and Servers), (Persero) had provided a free Wi-Fi service with ICT Governance, and Human Resources fulfillment up to 100 MB per access point in bandwidth related to certification, training, and number). and Angkasa Pura Airport Mobile Apps that is available on Apple App Store and Google Play through personalized service. The provision of the technologies implies the initial implementation of PT Angkasa Pura I (Persero) Laporan Tahunan 2019 7 Performance Overview Report from the Board of Commissioners Company Profile and the Board of Directors 04High Commitment to The Implementation of Safety, Security, and Service Through Compliance (3S1C) PT Angkasa Pura Persero I (Persero) is highly committed to apply the principles of Safety, Security, and Service through Compliance (3S+1C). The program is targeted to implement the reliable services that prioritize safety, comfort, and smoothness. It emphasizes the reinforcement of service compliance based on its rights and duties. PT Angkasa Pura I (Persero) has applied the program at its gates, parking lots, and public places in the airports. The company has adopted 3S1C beyond regulation. In addition to the regulation compliance, the Company has held the activities related to the enhancement of airport safety by referring to the international standard. The 3S1C implementation was proven by the attainment of Airport Service Quality (ASQ) score from ACI that reached above 4.5 for 4 (four) airports in 2018, in addition to the Corporate Satisfaction Index PT Angkasa Pura I (Persero) 8 Laporan Tahunan 2019 Management Discussion & Analysis Corporate Governance Corporate Social Responsibility (CSI) score from INACA that reached above 4 for AIRPORT SAFETY 13 (thirteen) airports. The Company also secured Ensuring the safety level and service quality a number of certifications in providing the through the effective safety management operational excellence and service excellence, system, occupational safety health, and quality including ISO 14001:2015, ISO 9001:2015, Airport management to reach the target of Customer Excellence in Safety, OHSAS 18001:2007, and ISO Satisfaction lndex (CSl). 31000. AIRPORT
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