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In the vibrant heart of Singapore’s maritime industry, where bustling activity intersects with the grace of ocean travel, the Singapore Cruise Centre (SCC) has subtly transformed its operations. Recently conferred the Recognition of Excellence from OpenGov Asia, SCC’s journey highlights its advancements in technology and its commitment to setting new standards in passenger management.
To gain a deeper understanding of their journey, Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia, spoke with Lee Siew Kit, Vice President (Technology & IT) of Singapore Cruise Centre. This exclusive conversation garnered invaluable insights and clarity on how SCC successfully navigated its digital transformation.
Cruise and Ferry Operating System (CFOS), an advanced Cruise Passenger Operating System, is at the heart of this transformation. Previously known as the Sea Passenger Operating System (SPOS), CFOS represents a significant upgrade from its predecessor. This new system brings sophisticated technology and innovative features, marking a significant leap forward in how the Singapore Cruise Centre manages ferry and cruise passenger operations.
Introduced in 2007, SPOS was once a shining example of technological innovation, managing everything from check-ins to passenger data with unmatched efficiency. However, over time, SPOS peaked its functionality. Rapid technological advancements soon left SPOS behind, underscoring the need for a new system to meet contemporary demands.
Recognising the urgency of modernisation, SCC envisioned a solution to address SPOS’s limitations and embrace future innovations. This vision led to the development of CFOS, a cutting-edge system designed to incorporate the latest technological advancements and support the organisation’s evolving needs.
The transition from SPOS to CFOS was a significant achievement. SCC adopted a hybrid development approach, combining traditional and current methodologies to create a robust and adaptable solution. The initial design and architecture phases employed a waterfall model, meticulously establishing the system’s foundation with a structured and predictable approach. Once the groundwork was established, the project transitioned to an agile framework.
Lee explained that this transition facilitated iterative development and real-time adjustments, which were essential for addressing the changing needs of the ferry and cruise industry. “By July 1, the CFOS system was live for approximately 60% of ferry operators. The development team implemented a two-week cycle for updates and bug fixes, allowing the system to adapt based on user feedback and operational demands.”
One of CFOS’s most transformative aspects is its cloud-based infrastructure. SCC realised that the traditional on-premises servers were becoming a bottleneck, limiting scalability and flexibility. By moving to the cloud, SCC gained the ability to dynamically scale resources according to demand, reducing upfront costs and minimising maintenance challenges. This shift optimised resource utilisation and provided a more agile platform for future growth and technological advancements.
“Transitioning from on-premises servers to a cloud solution significantly enhanced SCC’s operational strategy,” Lee revealed. “Previously, managing and scaling physical servers posed challenges, particularly in cost and availability of relevant skill-sets, solutions and resources.”
The cloud integration resolved these challenges by enabling SCC to scale resources as needed. This approach enhanced cost efficiency and allowed the organisation to quickly adapt to changing demands. By transitioning to the cloud, SCC was able to manage resources dynamically, accommodating peak loads and supporting future growth without the limitations of physical infrastructure.
Additionally, Lee noted that SCC employed a dual-layer middleware strategy to ensure CFOS operated seamlessly across different devices and systems. The first layer, a client-side thick client middleware, provides redundancy by enabling local processing during cloud connectivity issues, ensuring uninterrupted operations. The second layer, an enterprise service bus (ESB), operates in the cloud and facilitates system integration and communication.
This middleware is crucial for handling complex transactions and maintaining system functionality across diverse platforms. By incorporating these middleware solutions, SCC ensured that CFOS could manage the demands of a modern ferry and cruise operation while maintaining robust and reliable performance.
CFOS introduces several key enhancements that distinguish it from the old SPOS system:
- User-Friendly Interface: Designed for simplicity, CFOS allows access to any function with no more than three clicks, streamlining operations and minimizing user training time.
- Mobile Accessibility: Data can be accessed via mobile applications, enabling staff and passengers to interact with the system from anywhere, thus enhancing flexibility and responsiveness.
- Self-Service Kiosks: Passengers can now use self-service kiosks for check-ins and other services, significantly reducing wait times and improving the travel experience.
- Enhanced Reporting: A dedicated portal for ferry operators provides self-service functions such as invoice downloads and ad hoc reporting, simplifying administrative tasks and offering valuable operational insights.
Integrating CFOS with existing systems posed its own challenges. Lee noted that aligning the new system with the diverse processes of ferry operators required meticulous planning. “To tackle these challenges, SCC engaged early with operators and conducted an extensive pilot phase using accurate data. This proactive approach helped identify and resolve potential issues, ensuring a smoother transition to the new system.”
Despite taking a proactive approach, it’s crucial to maintain close and timely communication with all stakeholders. Resistance to change is common during major transitions, but effective and prompt communication, coupled with active listening, can significantly help users adapt to the new system more quickly.
The phased implementation strategy, which started with core system replacement and gradually introduced additional features, further enhanced operational efficiency and decision-making. As CFOS evolves, future phases will include expanding self-service kiosks and integrating digital twin technology to improve scheduling and resource management.
The launch of CFOS marks the start of SCC’s digital transformation. Looking ahead, SCC plans to further enhance the system by expanding self-service kiosks to streamline passenger interactions and integrating artificial intelligence to refine performance metrics and boost operational management.
CFOS represents both a technological leap and a testament to SCC’s dedication to excellence. By adopting a hybrid approach, leveraging cloud technology, and implementing robust middleware solutions, SCC has set a new standard in ferry and cruise passenger management. The Recognition of Excellence from OpenGov Asia highlights their innovative spirit and commitment to enhancing the passenger experience.
Lee affirms that SCC will keep refining and expanding its digital initiatives. “The story of CFOS will serve as a compelling example of how technology can drive operational excellence and establish new industry standards. With ongoing innovation and strategic thinking, SCC is well-positioned to confidently and successfully navigate the future of cruise management.”
