Scoot, the low-cost subsidiary of Singapore Airlines, has partnered with OutSystems to overhaul its flight disruption management system using an AI-powered low-code platform. This transformation has more than doubled the development speed of Scoot’s internal communications application, significantly enhancing operational response times during flight disruptions. The new system, known as the Virtual Operations Command Centre (vOCC), was developed in just two and a half months, compared to the eight months typically required.
The vOCC application integrates multiple internal communication systems, facilitating real-time access to critical information and eliminating communication bottlenecks. This integration allows for effective cross-department coordination and better decision-making during flight disruptions. Key features include direct connection with Scoot’s Operations Command Centre and integration with downstream commercial applications, ensuring timely updates to passengers via email and text messages.
The adoption of OutSystems has led to a 90% increase in data visibility across stakeholders and a reduction of over 60% in manual processing time. Scoot can now track disruption metrics, such as flight retiming and the number of connecting passengers, enabling data-driven decisions to improve operational efficiency. Jaya Balaji MV, Vice President of Information Technology at Scoot, stated, “As a digital-first airline, we believe modern technology is essential to enhancing customer satisfaction whilst maintaining cost efficiency.”
Looking ahead, Scoot plans to further enhance its vOCC application by integrating AI capabilities for automated, personalised communication with passengers. This move underscores Scoot’s commitment to delivering reliable, quality services and elevating customer travel experiences. Leonard Tan, Regional Director at OutSystems, expressed pride in powering Scoot’s vision for smarter, more connected travel, setting new standards for service excellence in aviation.
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