Kenya to adopt TIACA Cargo Service Quality tool

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Kenya will be the first country to adopt TIACA’s Cargo Service Quality tool nationwide, in a bid to improve standards at all airports.

Kenya Airports Authority (KAA) is aiming to implement the online tool at all Kenyan cargo hubs by mid next year, allowing forwarders to rate and review the service quality they receive at airports, using data to improve performance.

KAA cargo commercial manager, Evans Michoma says: “When the TIACA system is fully adopted by mid-2019, we will be able to provide visibility and transparency to customers and improve relationships with service providers by creating service quality benchmarks.

“The tool will also allow us to make business decisions based on cost considerations with less emphasis on quality of services letting us improve our products and services across the board.”

The online tool is the brainchild of TIACA Board members who came together in an effort to set new global benchmarking standards for the airfreight industry to adopt.

Airports took part in a pilot scheme over the summer, including Delhi Indira Gandhi International Airport, AAICLAS Chennai Cargo Terminal, PT Jasa Angkasa Semestra, Asia Airfreight Terminal and Singapore Airport Terminal Services, among other.

Delhi International Airport chief commercial officer and TIACA board member, Sanjiv Edward says: “TIACA ran a successful pilot of Cargo Service Quality tool over the summer which involved a total of 179 forwarders and 18 airports, and the feedback has been overwhelmingly positive.

“We have now moved towards full global implementation of this project, which will eventually be expanded to incorporate all segments of the air cargo supply chain.”

The tool is made up of four parts: benchmarking, assessment, improvement and excellence.

The tool allows participating cargo terminals to provide ratings on factors including process, technology, facilities, regulators and general airport infrastructure, amongst other variables.

The data CSQ collects provides airports and cargo terminal with the business insight to identify areas of improvement and guide investment decisions.