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Melbourne Airport

Melbourne Airport is the primary airport serving the city of Melbourne, and the second-busiest airport in Australia. The Melbourne–Sydney air route is the third most-traveled passenger route in the world and the third-busiest in the Asia Pacific region.

Business Problem

Melbourne Airport needed an efficient single platform that would integrate a wide range of case management-styled work throughout the airport. The adoption of a modernized approach to cross-department management needed to combine workplace technologies such as process automation, data management, mobility, and social collaboration, while helping to accelerate awareness and responsive action.

Appian Solution

Using the Appian Platform, Melbourne Airport has developed an intuitive Business Process Management System (BPMS) for employees across multiple departments. Paper-based data collection and access is being replaced by mobile process automation. Initial deployments include applications across crucial and inter-related areas such as Airside Safety Inspections, Live Incident Management, and Customer Feedback. Appian’s process and policy enforcement provides greater agility in airport operations. Broad data access supports faster and better decision-making. Native mobile apps make employee and customer engagement easy.

“Appian provides powerful but user-friendly business solutions that support our goals of increased operational agility and excellence in customer service.”

Anna Gikovski
Process Improvement Manager at Melbourne Airport