EXECUTIVE SUMMARY

Xavier’s Consulting Club engaged in a live project with Kolkata Airport Customs to conduct a comprehensive project aimed at enhancing the overall efficiency of the customs process. The project involved a meticulous primary data survey, wherein over 1750 responses were gathered through an extensive field survey. The objective was to gain valuable insights into the passenger perspective and identify areas for improvement within the customs procedures.

The data collected underwent rigorous analysis, utilizing advanced methodologies to extract meaningful patterns and trends. The findings shed light on key aspects of the customs process, including passenger satisfaction, pain points, and potential areas for optimization. The analysis serves as a foundation for informed decision-making and strategic interventions to streamline operations and elevate the overall passenger experience at Kolkata Airport.

Key highlights of the project include:

Comprehensive Data Collection: The field survey conducted by Xavier’s Consulting Club was designed to capture a diverse range of perspectives from airport passengers. The team successfully gathered a substantial volume of primary data, ensuring a representative sample for robust analysis.

Data Analysis and Insights: Employing advanced analytical tools and techniques, the Xavier’s Consulting Club delved deep into the collected data. The analysis provided a nuanced understanding of passenger sentiments, preferences, and pain points in relation to the customs process.

Strategic Recommendations: Based on the insights derived from the data analysis, the project report includes strategic recommendations aimed at optimizing the customs process. These recommendations are tailored to address specific challenges identified during the survey, with a focus on enhancing efficiency and improving the overall passenger experience.

Collaborative Approach: Throughout the project, Xavier’s Consulting Club maintained a collaborative and communicative relationship with Kolkata Airport Customs. Regular updates, feedback sessions, and workshops were conducted to ensure alignment with the airport’s goals and priorities.

Path Forward: The project report concludes with a roadmap for implementation, outlining the steps necessary to bring about positive changes in the customs process. The suggested interventions are designed to be practical, feasible, and aligned with industry best practices.

In conclusion, the collaboration between Xavier’s Consulting Club and Kolkata Airport Customs has yielded a comprehensive and actionable project report. The insights gained from the primary data survey and subsequent analysis provide a solid foundation for informed decision-making and continuous improvement in the customs process. The recommendations outlined in the report pave the way for a more efficient and passenger-centric customs experience at Kolkata Airport.

About Us: Xavier’s Consulting Club

The Xavier’s Consulting Club is an education-oriented society in St. Xavier’s College (Autonomous), Kolkata which allows the students of the college to get first-hand experience on real-life consulting projects. With the rapid growth of all industries, consultancy services have been gaining momentum and thus this club motivates the students to learn and adapt to skills that major corporations around the globe look for Being part of one of the most prestigious colleges in the country, the students of St. Xavier’s College (Autonomous), Kolkata, has started a new club under the guidance of the Consulting Cell already in operation. Xavier’s Consulting Club allows the members to get real-life exposure,as they work on live projects provided by corporates as well as non-corporates. This exposure will help the students to enhance such skills which are being sought by corporations throughout the world.

About the Client:  

Kolkata Airport Customs plays a pivotal role in managing and regulating the flow of goods and passengers through Netaji Subhas Chandra Bose International Airport, a key aviation hub in Eastern India. As a crucial component of the national customs framework, the Kolkata Airport Customs department is responsible for enforcing customs laws and regulations, ensuring the lawful import and export of goods, and facilitating a smooth and secure transit experience for travelers. With a commitment to upholding the highest standards of security and compliance, the customs authorities at Kolkata Airport employ advanced technologies and efficient procedures to streamline customs processes. The Customs  at Kolkata Airport plays a vital role in fostering economic growth and connectivity in the region, contributing to the airport’s status as a gateway to Eastern India.

How we Acquired the Client: 

The Customs process at Kolkata Airport is a critical juncture in the international travel experience, impacting both passengers and cargo movement. Despite its significance, there is a lack of comprehensive insights into the passenger perspective and potential inefficiencies within the customs procedures. The absence of a detailed understanding of passenger sentiments and pain points hinders the airport authorities from implementing targeted improvements. 

Following the identification of the problem, we progressed to identifying a possible solution and proposing the same to the Joint Commissioner of Kolkata Customs (Airport). The Joint Commissioner of Kolkata Customs (Airport) saw a lot of potential in our solution and commissioned a Live Project for a more comprehensive solution. 

The Live Project was to stretch over a period of 2 months and would culminate in a final report summarizing all our recommendations that Kolkata Customs should implement.  

Method: What did we do?

Our scope of work included conducting primary surveys, performing data analysis, and presenting a detailed report on the effectiveness and perception of how travelers perceived Customs. We played an extensive role in assisting our client, Kolkata Customs to derive invaluable insights conducive to the problem statement, which helped them to gain a better perspective and understanding of passenger behavior and trends. 

Initially, we started our project by conducting primary surveys at Netaji Subhas Chandra Bose International Airport. Field surveying involved conducting face-to-face interviews with individual international passengers to gather data. On-field surveying was more beneficial/favorable than other data collection techniques as it led to direct human interaction, which led to higher participation from passengers. This resulted in more qualitative and superior data collection.

Preparation for the surveying involved drafting a pilot questionnaire with respect to our objective, and included a higher number of questions which required qualitative answers. Post the pilot survey, the first draft of the questionnaire was designed using pre-existing studies and previous questionnaires as a reference point. 

The pilot survey gave us insights and helped in finalizing the structure and flow of the interviewing process. Open-ended questions led to receiving more insightful feedback as passengers were able to answer without any inhibitions, however certain passengers required being directed towards specific subject matter to get substantial responses.  

Our pilot survey lasted for a week which was followed by a gap period of one week during which we modified the survey based on the initial observations and feedback. Following which we went to the Airport for a period of two weeks for primary data collection of our survey and managed to gather over 1750+ responses.

We conducted our visits to the airport in varying slots to cover various flights and get a more holistic sample. A large part of our survey was carried out between 10PM and 2AM when flights from Singapore, Bangkok and Middle Eastern countries had arrival slots. The passengers of these flights were the main target of our survey as they were the most likely to have imported goods among all international flights arriving into Kolkata. This was further substantiated by the data collected over the course of the pilot survey. 

The Impact 

The Project reflects the successful collaboration between Xavier’s Consulting Club and Kolkata Airport Customs, emphasizing the tangible improvements achieved in customs efficiency and the enhanced experience for passengers. This project sets a precedent for data-driven decision-making and collaborative initiatives to optimize airport operations.

• Insightful Data Analysis:  The meticulous data analysis revealed crucial insights into passenger sentiments, preferences, and pain points related to the customs process. This deep understanding allowed for targeted interventions to address specific challenges and streamline operations.

• Identification of Efficiency Gaps: Through the analysis, inefficiencies within the customs procedures were identified.The inefficiencies ranged from lack of access to information to delay in processing. These findings provided a roadmap for strategic improvements, emphasizing efficiency gains and smoother passenger transitions.

• Strategic Recommendations: The project culminated in a set of strategic recommendations designed to optimize the customs process.  The recommendations ranged from increasing the dissemination of information through more Audio-Visual measures to transforming the Athithi App.  Furthemore, we also highlighted the infrastructural issues at the Kolkata Airport, which are causing a lot of pain to passengers.

• Positive Passenger Impact: The project’s outcomes directly contribute to a more positive and streamlined experience for passengers transiting through Kolkata Airport. By addressing pain points identified in the survey, we anticipate improved passenger satisfaction and a heightened perception of the airport’s efficiency.

Moving forward, the project lays the groundwork for ongoing collaboration and continuous improvement. The recommendations provided serve as a dynamic blueprint for refining customs processes and maintaining alignment with evolving industry standards.