The 2011 Frost & Sullivan Global Customer Value Enhancement Award in Border Control has been awarded to SITA, the world's leading provider of air transport IT solutions and communications. The award is presented annually to the company that demonstrates excellence in implementing strategies that create value for its customers.
SITA offers a range of outstanding border management solutions that enhance security through improved detection and risk analysis while, at the same time, facilitating rapid border-crossing of low-risk travellers.
For the Customer Value Enhancement Award, the following criteria were used to benchmark SITA's performance against key competitors: Quality of Product/Service, Timeliness of Product/Service, Impact of Product/Service on Customer Value and Cost of Product/Service to Customers. To support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employs a customized Decision Support Matrix (DSM). The DSM is an analytical tool that compares companies' performance relative to each other with an integration of quantitative and qualitative metrics. The DSM allows objectively analyzing each company's performance on each criterion relative to its top competitors and assigning performance ratings on that basis. As a final step, the research team confirms the veracity of the model by ensuring that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative rankings of the companies.
"With SITA's iBorders solution, border management agencies can improve security, optimise resources, and improve passenger facilitation by offering a less intrusive and labour intensive screening process for low risk travellers," explains Frost & Sullivan Industry Analyst Dominik Kimla. "This is a real win-win solution: passengers benefit from faster processing and shorter lines; airlines benefit from satisfied customers and avoiding fines for transporting passengers without correct documentation; and airports benefit from improved security and increased passenger throughput."
SITA's approach to the market and customers is based on flexibility, and willingness to customise solutions to meet the unique security requirements of government agencies. SITA iBorders operates as a fully managed, turnkey service, or can operate in a phased, progressive fashion matching the needs of governments
SITA has successfully provided the infrastructure, along with the passenger and border security technology, for the world's major sporting events such as the Los Angeles, Athens, Sydney and Beijing Olympic Games. Its border management technology also played a pivotal role in ensuring the security of the 2010 FIFA World Cup in South Africa.
"SITA has excelled in providing high value-added services, integrated products and solutions and in driving innovation and product development through customer collaboration," concludes Kimla. "A rare mix of skills and knowledge – sophisticated IT design, delivery and integration skills, air transport industry expertise – and an intimate understanding of the security and policy challenges which governments around the world face underpin the company's success."
The Frost & Sullivan Award for Customer Value Enhancement recognises the winning company's focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
SITA (sita.aero) is the world's leading provider of air transport communications and IT solutions. The company is wholly owned by air transport members. SITA offers a range of products to enhance security through improved detection, while at the same time, facilitating rapid border-crossing of low-risk travelers. This portfolio of products includes, among others, Advance Passenger Data services and solutions, which provide intelligent risk assessment in advance of a passenger's arrival. Apart from this, SITA also provides entry/exit systems, which verify biometric identity and document authenticity. When integrated with gates, these systems can automate the clearance process.
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