Our Appian Revolution at SYD
Paul Cabrelle | TrustRadius Reviewer
October 25, 2017

Our Appian Revolution at SYD

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Appian

We have a mixture of onsite and offshore support by Appian and their partner Cognizant. Our stated support hours for the business are 9-5pm Mon-Fri. Cognizant being located in India provides us with coverage up to 9pm should anything happen that needs urgent attention. Appian Cloud Support are also there should we have any issues connecting to the application.
The interface is as difficult to use as you make it. We like to follow the KISS principle and automate the mundane so that our staff can concentrate on their day job and not have to worry about what happens next.
Appian was introduced to replace a completely manual paper based planning approvals application system. Both internal and external users had to supply nine copies of printed applications and supporting documentation for circulation among the airport stakeholders. Often folders were lost or misplaced, stakeholders reviewed the information in silos. With the introduction of Appian, we created a 24/7 online application system which consisted of electronic forms, provided document upload facilities for supporting documentation, enabled simultaneous stakeholder reviews, sped up the approval time and enabled greater throughput. We now have a greater collaborative approach to planning approvals and are soon to start work on automating the Airport Works Permits which is the missing link for completion of the planning approvals process. We also facilitated access to the Airport Building Controller to allow them to cross reference their paper based applications with our electronic applications to ensure that the same information is being provided to both organisations.

We have also just completed the development for airline delays claims which is a service recovery mechanism for airlines when selected airport infrastructure causes delays to inbound or outbound flights. This will be primarily used by airline representatives. They will be able to lodge new claims, view their existing claims and receive outcome notifications.
  • Ease of Use - one of our main drivers was that it had to be simple to use. Moreso when a large proportion of our userbase are external to the airport and sometimes unknown, which makes training a particularly difficult task. We also didn't want our internal users to be slowed down after the introduction so again we put a lot of effort into making the interface as simple to use and visually uncluttered.
  • Version upgrades, enhancements, minor bug fixes and all loaded without much interruption to the system availability time. We generally schedule version upgrades so that they occur at 1am local time to avoid any impact on our user base.
  • Appian & Cognizant resources assigned to our implementation were and still are absolutely amazing. Going above and beyond to maximise the benefits that we obtain from the implementation. Proactive when it comes to dealing with business units that are somewhat stuck in their ways, happy to demonstrate better ways of doing things and providing solutions to problems that would have been otherwise assigned to the too hard basket.
  • Because of the low numbers employed by our organisation, our ability to make use of an enterprise licence model has been restricted. To their credit, Appian have come up with mutually beneficial solutions to help contain costs and allow us to grow our numbers.
  • We have only had the software since March 2017 so it's a bit premature to be able to quantify what effect on ROI. We have seen efficiency gains in processing times and throughput when compared to previous years statistics.
Our approach to selecting Appian was more of a solution based approach to an existing problem. Since then, our Enterprise Architect has been instrumental in mapping out where we will be taking Appian and how it can be applied across the organisation.
The possibilities are endless once you start looking at individual processes. You really start to question why you have previously implemented solution specific systems when workflows and apps can do the same job without the added expense. You are really only limited by your organisation's ability to develop apps and flows. We have a high contractor population in technology so building an in-house capability is somewhat restricted.