Newsroom / News Releases / MAVCOM Clinches 2019 Information Visionary Award at IDC Digital Transformation Awards
MAVCOM Clinches 2019 Information Visionary Award at IDC Digital Transformation Awards
MAVCOM Clinches 2019 Information Visionary Award
at IDC Digital Transformation Awards
KUALA LUMPUR, 30 September 2019 – The Malaysian Aviation Commission (MAVCOM) was recently named ‘2019 Information Visionary for Malaysia’ by International Data Corporation (IDC) at the 3rd Annual IDC Digital Transformation Awards (DXa) Malaysia ceremony.
MAVCOM was honoured for its FlySmart Complaints Management System (CMS), which is utilised by the Commission to manage its consumer complaints resolution process. The IDC Digital Transformation Awards recognises the contributions and achievements of organisations that have successfully upgraded business operations through the application of digital technologies.
As an independent economic regulator in the aviation industry, MAVCOM is responsible for ensuring consumers are informed of their rights as passengers and have convenient access when seeking appropriate assistance. In line with this aim, MAVCOM launched the CMS in May 2016. Since then, the Commission has gradually made improvements to the system to facilitate more efficient and effective handling of consumer complaints. To date, a total of 5,725 complaints have been registered through the CMS, with 97.1 per cent of complaints resolved by MAVCOM.
The CMS is available to consumers via multiple digital platforms including the FlySmart website www.flysmart.my, both Bahasa Malaysia and English, and the FlySmart Facebook as well as Instagram pages. In addition, a dedicated FlySmart mobile application provides consumers with a convenient avenue to register feedback or lodge complaints as well as track their complaint status from within the mobile application. The mobile application also enables consumers to receive push notifications on travel rights and current alerts.
Receiving the award, Azmir Zain, Chief Operating Officer, MAVCOM said, “The FlySmart CMS platform is an initiative that was undertaken to empower consumers and at the same time ensure aviation service providers take necessary actions to improve service levels. We have found this platform to be an able complement to the Malaysian Aviation Consumer Protection Code 2016.”
“We would also like to take this opportunity to thank consumers, industry stakeholders and our team at MAVCOM. The Commission is honoured to be recognised for our efforts in digitalising this important function and will continue to be committed towards leveraging technology for more effective delivery of our responsibilities,” he added.