The problem
To properly define the business problem, you first need to consider the challenges from the business perspective. Then you will look at the technical problems hindering the airport's ability to move forward.
Business challenges
As mentioned, NIA serves tens of millions of passengers every year. The volume of these passengers is forecasted to increase by about 20% in the next 3-5 years. In 2019, the airport suffered a loss of more than $370 million due to operational inefficiencies. This included costs of flight delays due to congestion and long queues, lost retail opportunities due to poor passenger experience, poor planning of staffing levels, and under-utilization of airport assets.
NIA's CIO, Zara Hassan, is relatively new (she's only been with NIA for 6 months) and has a background in data and business intelligence. Zara has a vision for turning this massive inefficiency at NIA into a business opportunity. She presented a business case to the...