Some of MAHB’s staff benefits include competitive salaries, unlimited medical benefits which extend to spouses and children, group term life insurance, housing and vehicle loans, and retirement benefits of additional Employee Provident Fund contribution by the employer ranging from three to five per cent of basic salary based on years of service. Learning and development programs abound, and are based on the business direction set for the year. In 2019, the focus is on a ‘Happy Guests, Caring Hosts’ service culture transformation program where associates aim to make guests feel happy and welcomed whenever they travel, by upgrading airport facilities and providing exceptional world class service while aiding in the resolve of issues with minimal setbacks. There is also a strong culture of corporate social responsibility (CSR) within the company, with MAHB investing in CSR practices that are holistic, structured, measurable, and which create sustained value. CSR initiatives for education and youth leadership focuses on elevating academic achievements, and encouraging leadership and character development of students in primary and secondary schools. MAHB assists in elevating community livelihoods, micro industry development, and environmental initiatives as a form of community enrichment. To brand Malaysia, the organization brings the culture of the country to airports it manages, so as to promote local traditional arts and culture to diverse audiences. MAHB has a slew of international awards under its belt, including the Routes Asia 2018 Marketing Awards for outstanding marketing services of new air routes and development of existing services, Best in Customer Experience Engagement at the Social Media Excellence Award, National Energy Awards (NEGTA 2018) for Category I: Energy Efficiency (Large Building) for sustainable practices at Kota Kinabalu International Airport, and was named Best Malaysian Company for Investor Relations at the IR Magazine Awards and Conference South East Asia 2016 held in Bangkok, Thailand. KL International Airport bagged the World’s Best Airport for Immigration Services Award at the 2017 Skytrax World Airports Awards in Amsterdam, Netherlands, and was named Platinum Winner for airports with 25 million passengers per annum and above category at Asia-Pacific Green Airports Recognition 2017 by Airports Council International ACI. Moving forward, MAHB is in the midst of optimization works for all airports under its management, to maximize operational efficiency and improve customers’ experiences by upgrading baggage handling systems and aerotrains. Its digitalization journey will target every facet of operations, with the implementation of the Airport 4.0 initiative, a digital initiative across selected airport networks, aimed at infrastructure enhancement, capacity development and digital innovation. This will include the Internet/Industrial of Things (IIoT) framework, intelligent enterprise, cyber and information security, big data analytics (BDA) and artificial intelligence (AI). A key challenge to digitalization is the trade-off in creating an ecosystem intelligent enough to anticipate customers’ needs, but which will not compromise the security and privacy of customers.