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EZPaz - Biometric Facial Recognition

Malaysia Airports Holdings Berhad
Project manager on the customer side
Vijaykumar Dayinde
Chief Information Officer
IT Provider
Vision- Box
Project timeline
April, 2022 - August, 2023
Project scope
239 automated workstations

The primary objective of the EZPaz project is to enhance and revolutionize the passenger experience within the framework of the company's overarching digital transformation (DX) initiatives and the Future of Airports Operations strategy. This project aims to seamlessly integrate guests' journey from their homes to airports, leveraging cutting-edge technologies such as facial biometrics and the OneID Concept by IATA. The specific goals include:

  1. Seamless Passenger Processing:

Implement facial biometric technology to facilitate smooth and touchless identification and verification of passengers at various touch points throughout the airport journey. Eliminate the need for physical document checks, enhancing efficiency and reducing processing time.

  1. Integration with Future of Airports Operations Strategy:

Align the EZPaz project with the broader Future of Airports Operations strategy, ensuring synergy and coherence with the company's long-term vision for optimizing airport operations and enhancing overall passenger satisfaction.

  1. Optimized Use of Key Technologies:

Leverage the OneID Concept by IATA to enhance the overall effectiveness of the passenger processing system, providing a unified and secure identity management solution that aligns with industry standards and best practices.

  1. Enhanced Security and Compliance:

Ensure that the implementation of facial biometric technology complies with all relevant security standards and regulations. Guarantee the protection of passenger data and privacy while enhancing overall security measures at airports.

  1. User-Centric Approach:

Prioritize the creation of a passenger-centric experience by focusing on user-friendly interfaces and processes. Solicit feedback from passengers to continuously refine and improve the EZPaz system to meet evolving user expectations and preferences.

  1. Operational Efficiency and Cost Savings:

Streamline airport operations by reducing manual document checks and improving overall efficiency. Identify opportunities for cost savings through the implementation of automated, technology-driven processes.

  1. Stakeholder Collaboration:

Foster collaboration with relevant stakeholders, including airport authorities, airlines, and regulatory bodies, to ensure a smooth and coordinated implementation of the EZPaz project. Address concerns, obtain necessary approvals, and establish a collaborative ecosystem.

By pursuing these objectives, the EZPaz project aims to set new standards in passenger experience, security, and operational efficiency within the context of the company's broader digital transformation and Future of Airports Operations strategy.

Project Results

The EZPaz project stands as a transformative force in the aviation industry, introducing a spectrum of substantial productivity enhancements. At its core, the utilization of cutting-edge biometric technology revolutionizes passenger processing. The seamless identification and verification of travelers translate into a dramatic reduction in the time and effort traditionally expended on manual checks.
The ripple effect is felt across critical phases of air travel, as check-ins, security screenings, and boarding processes undergo a notable acceleration. This not only translates to a smoother and more efficient experience for passengers but, perhaps more significantly, contributes to a tangible increase in overall productivity within the aviation sector.
One of the standout features of the EZPaz project is its impact on queue flow within airports. Through the strategic automation of various touchpoints throughout the passenger journey, the project systematically reduces queues. This reduction in congestion not only translates into an enhanced passenger experience but also serves as a pivotal driver in optimizing operational efficiency. As queues diminish, the entire airport ecosystem benefits from streamlined processes, quicker turnaround times, and a notable reduction in resource utilization, thereby fostering a more cost-effective and resource-efficient operational environment.
The project's commitment to enhancing operational efficiency extends beyond the realm of passenger-facing interactions. The integration of digital capabilities, advanced analytics, and real-time data stands as a testament to its holistic approach. This integration empowers airports with the tools to gain invaluable insights into their operational processes. By leveraging data-driven decision-making, airports can identify bottlenecks, anticipate resource needs, and proactively address operational challenges.
The net result is a more responsive and adaptive operational framework that aligns seamlessly with the dynamic nature of the aviation industry.
In summary, the EZPaz project is a beacon of innovation in the aviation landscape, offering not just technological advancements but a comprehensive reimagining of how airports function. From revolutionizing passenger processing through biometric integration to optimizing queue flow and fostering enhanced operational efficiency through digital integration, EZPaz sets a new standard for productivity in the aviation sector.

The uniqueness of the project

As an integral part of Malaysia Airports Holdings Berhad's (MAHB) Airports 4.0 journey, the EZPaz project is at the forefront of the company's commitment to providing passengers with a seamless digital experience, extending from their homes to the boarding gate. Central to this initiative is the implementation of a sophisticated biometric recognition system, ushering in a new era of convenience and efficiency throughout the entire passenger journey.

Facial Biometric Technology at Every Touchpoint:

At the heart of the EZPaz project lies the utilization of facial biometric technology, strategically employed at every touchpoint of the airport process. Through the digitization of passenger data during document registration and facial biometrics, the system guarantees precise and efficient passenger facilitation, paving the way for a truly seamless travel experience.

Passenger Benefits:

For passengers, the EZPaz project promises a host of advantages. These include reduced queue congestion, frictionless access throughout the terminal, contactless and paperless processes from curbside to boarding gate, a hassle-free departure experience, enhanced security measures, expedited clearance, improved boarding times, and real-time information on passengers' entry to the airside.

Airport Transformation:

Beyond passenger benefits, the EZPaz project represents a transformative solution for airports. It optimizes operational efficiency, strengthens security measures, and enhances overall passenger flow. The implementation of an end-to-end biometric facilitation process enables faster and more efficient passenger handling, leading to improved on-time departures and an enhanced overall airport experience.

Agile Methodology for Efficient Implementation:

The EZPaz project's strategy embraces an agile methodology, ensuring flexibility, adaptability, and efficient progress throughout the project lifecycle. By adhering to agile principles, the project team can promptly respond to changing requirements and incorporate valuable feedback from stakeholders, resulting in a more successful and customer-centric implementation.

Comprehensive Change Management Program:

To drive the adoption of the EZPaz system, a comprehensive change management program is in place. This includes a force enrollment/registration program, compelling passengers to register their biometric information. This approach aims to create a critical mass of registered users, ensuring a smooth and seamless biometric experience for passengers.

Gradual Adoption through Ramp-Up Program:

Additionally, the project employs a ramp-up program, gradually increasing the adoption of the EZPaz system. This phased approach begins with a limited number of flights or specific routes and expands gradually to cover a larger portion of the airline's operations. This allows for effective testing, evaluation, and refinement of the system before full-scale implementation.

Crucial Collaboration with Airlines:

Collaboration with airlines is a cornerstone of the EZPaz project strategy. Actively involving airlines throughout the project ensures that the system meets the specific needs and requirements of both the airlines and their passengers. Their expertise and insights contribute significantly to the successful implementation and adoption of the EZPaz system.

Utilizing Social Media for Outreach:

Furthermore, social media platforms serve as a key communication channel to raise awareness and provide information to the public. Regular updates, informative content, and engagement with the public on social media platforms help build trust and generate interest in the project.

In Summary:

The EZPaz project stands as a digital transformation initiative designed to deliver a seamless, end-to-end biometric experience for passengers. Through the automation and digitization of processes, the project aims to elevate the passenger experience, reduce queues, improve security, and optimize operational efficiency at airports. As the project progresses, it is poised to shape the future of air travel, setting new standards for convenience, efficiency, and security in the aviation industry.

Used software

Vision Box software for Facial Recognition = VB Seamless Journey Platform

For Biometric Registration:

  1. MyAirports Apps- Home

  2. Self service facial registration(Totem) -Terminal

  3. Seamless Kiosk (Check-in and Facial registration system) - Terminal(CUSS 2.0)

  4. Assisted facial registration(VDesk) - Terminal

  5. ConneXT to integration with AA Faces platform

Security Clearance from Landside to Airside:

  1. Self Facial Gate

  2. Inspector workstation

Boarding Lounge:

  1. Self Boarding Gate

  2. Boarding Assistance Workstation.

  3. Integrate with CUTE system(DCS Integration)

*IT Monitoring Dashboard.

Difficulty of implementation

Implementing a facial biometric project that involves various external stakeholders and requires multiple integrations with different parties is a complex undertaking. The intricacies of such a project extend beyond the technical aspects, delving into collaboration challenges, privacy concerns, and the opposition to the principles underlying the deployment of facial biometrics.

1. Diverse External Stakeholders:

  • Challenge: Managing diverse external stakeholders, including airport authorities, airlines, technology vendors, and regulatory bodies, adds complexity. Each stakeholder has unique requirements, expectations, and compliance standards.

  • Solution: Establishing clear communication channels, engaging in collaborative decision-making, and ensuring alignment with the goals of all stakeholders can help navigate this complexity. Regular meetings and consultations facilitate a shared understanding of project objectives and foster collaboration.

2. Multiple Integrations:

  • Challenge: Integrating facial biometric technology with multiple parties, such as check-in systems, security protocols, and boarding processes, requires meticulous coordination. Compatibility issues, data synchronization, and system interoperability pose significant challenges.

  • Solution: Employing standardized protocols, thorough testing procedures, and robust communication channels can mitigate integration challenges. A phased integration approach, starting with key systems, allows for comprehensive testing and adjustments before expanding to other components.

3. Privacy Concerns:

  • Challenge: Deploying facial biometrics raises privacy concerns among passengers, as their facial data is sensitive and requires stringent protection. Complying with data protection regulations and gaining public trust is imperative.

  • Solution: Implementing robust privacy measures, obtaining informed consent, and ensuring compliance with data protection laws demonstrate a commitment to safeguarding passenger privacy. Transparent communication about data handling practices helps alleviate concerns and builds trust.

4. Opposition to Principles:

  • Challenge: Facial biometric technology may face opposition on ethical or civil liberties grounds. Concerns about surveillance, potential misuse, or the creation of a surveillance state can result in public and stakeholder resistance.

  • Solution: Engaging in open dialogue, addressing ethical considerations, and demonstrating the positive impact of the technology on efficiency, security, and passenger experience can help counter opposition. Ensuring that the project aligns with ethical principles and legal frameworks is essential.

Successfully navigating the complexity of a facial biometric project involving multiple stakeholders and integrations requires a holistic approach. By fostering collaboration, addressing privacy concerns, countering opposition through transparent communication, and ensuring compliance with regulations, organizations can enhance the chances of a successful and ethically sound deployment of facial biometric technology in the airport environment.

Project Description

Seamless Travel Experience:

The EZPaz project redefines the airport experience by serving as a unified token for various services, seamlessly connecting passengers to multiple facilities such as check-in, security clearance, lounge access, and boarding. Eliminating the need for traditional processes, EZPaz streamlines the customer journey, alleviating stress and enhancing convenience. This heightened experience fosters customer satisfaction, cultivating a positive impression that increases the likelihood of passengers choosing the airport for future travels.

Time and Cost Efficiency:

Integration of EZPaz as a single-token solution brings about significant time and cost savings for passengers, airlines, and airports alike. Passengers can efficiently complete tasks and transactions, bypassing lengthy queues and minimizing wait times. This time-saving element enhances the overall customer experience, making travel more enjoyable and hassle-free. The efficiency gains contribute to increased passenger satisfaction and loyalty.

Personalization and Customization:

EZPaz's modularity and adaptability empower airports to deliver personalized customer experiences. Tailoring services within the airport environment becomes seamless, allowing for a customized approach that meets the diverse needs and preferences of passengers. This personal touch enhances the overall travel experience, creating a positive impression that resonates with passengers.

Enhanced Security and Compliance:

EZPaz prioritizes compliance with industry regulations and security protocols, ensuring a safe and secure travel environment. The single-token approach provides a unified and traceable system, mitigating the risk of fraudulent activities and unauthorized access. Passengers benefit from heightened security measures, fostering peace of mind and overall satisfaction. This commitment to security contributes to building trust and loyalty, positively impacting the lifetime customer value.

Data-Driven Insights and Engagement:

Leveraging a digital platform, EZPaz empowers Malaysia Airports to gather valuable customer data and insights. Analysis of passenger behavior, preferences, and patterns allows for a deeper understanding of customer needs. With this data-driven approach, Malaysia Airports can craft targeted marketing campaigns, offer personalized promotions, and enhance customer engagement. Providing relevant and timely services further enriches the customer experience, fostering ongoing engagement with the airport and increasing the lifetime value of passengers. The EZPaz project signifies not only a technological advancement but a strategic initiative that transforms airports into customer-centric hubs, prioritizing seamless experiences, efficiency, personalization, security, and data-driven decision-making.

Project geography
The EZPaz project is strategically implemented across Kuala Lumpur International Airport (KLIA) Terminals 1 and 2, encompassing the entire spectrum of passenger screening areas within these terminals. KLIA Terminal 1 serves as a major hub for domestic and international flights, hosting a range of airlines and accommodating millions of passengers annually. Terminal 2, designed to cater to low-cost carriers and regional flights, is an integral part of KLIA's comprehensive air travel infrastructure.
Within KLIA Terminal 1, the EZPaz project is intricately woven into the fabric of passenger screening zones, covering check-in counters, security screening checkpoints, and boarding gates. The project's biometric technology is seamlessly integrated into these areas, facilitating swift and secure passenger identification and verification. This integration translates into a streamlined and expedited passenger processing experience, encompassing the entirety of the terminal's expansive layout.
Simultaneously, KLIA Terminal 2 undergoes a similar transformation with the implementation of the EZPaz project. The low-cost carrier terminal witnesses the infusion of advanced biometric technology across key passenger screening points, enhancing the efficiency of check-in processes, security screenings, and boarding procedures. This holistic integration spans the diverse operational zones within Terminal 2, ensuring a consistent and technologically advanced passenger experience.
The scope of the EZPaz project extends beyond the conventional boundaries of passenger screening. It includes the meticulous mapping of biometric technology across critical area under airports purview. This expansive geographic coverage within both terminals signifies the project's commitment to enhancing not only the efficiency of passenger processing but also the overall operational landscape of KLIA.
In essence, the EZPaz project acts as a catalyst for transformative change within KLIA Terminals 1 and 2, redefining the geography of passenger screening. Its seamless integration spans the vast expanse of these terminals, ensuring that every facet of the passenger journey is optimized for efficiency, security, and a technologically advanced travel experience.

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