SURABAYA INDONESIA (ISL News) - PT Terminal Petikemas Surabaya (TPS) has once again achieved success by winning the Business to Business (B2B) Digital Customer Experience Innovation award at the Marketeers OMNI Brands of the Year 2026 event, Tuesday (23/6) at CGV Grand Indonesia, Jakarta. This award was given for TPS's success in presenting the Online Vessel Report (VEPORT) digital innovation that transforms the ship service administration process from a manual, paper-based system to an integrated, end-to-end digital service that is transparent, fast and efficient.
Prior to the implementation of VEPORT, the vessel report administration process was carried out manually using various physical documents that required wet signatures, repeated copying, and the in-person presence of relevant parties at the terminal. This resulted in a lengthy process, inefficiency, and limitations in document access and tracking. With the implementation of VEPORT, the entire process has been transformed into a digital and integrated system. Verification is now conducted online and in real time, all documents are digitized and accessible at any time, and the approval process is carried out through the system without physical presence. Data is also well-documented, transparent, and easily traceable by all stakeholders.
This transformation resulted in significant performance improvements, reducing vessel report document turnaround time from an average of 22 hours to 9 hours, a 59% reduction. Furthermore, document accessibility increased to 100%, allowing all documents to be fully accessed through the terminal system.
In terms of service efficiency and effectiveness, the implementation of VEPORT has had a tangible impact both operationally and financially. Internally, TPS recorded operational cost savings of approximately Rp56.6 million per year, resulting from reduced paper usage and efficient employee overtime, while also supporting the implementation of green ports. Externally, shipping agents achieved savings of up to Rp60 million per year by eliminating the need to visit the terminal for administrative processes and monitoring ship services. Furthermore, work processes were accelerated, operational productivity increased, and ship readiness could be optimized.
The effectiveness indicator is also reflected in the very high level of user satisfaction. The internal customer satisfaction index was recorded at 84.2%, while external customer satisfaction reached 94.7%, both in the very satisfied category. This demonstrates that VEPORT not only improves process efficiency but also provides a better service experience for customers.
The VEPORT innovation itself arose from the need to simplify the complex ship loading and unloading administration process, which previously relied on at least nine manually created and verified operational documents. Through digital transformation, TPS presents a solution that can increase service speed, minimize the potential for human error, enhance data transparency and accuracy, while providing a better customer experience. The TPS Board of Directors emphasized that the development of VEPORT is part of the company's ongoing commitment to customer-oriented digital transformation and increasing national logistics competitiveness.
Customer response to the implementation of VEPORT has also been very positive. Shipping agent representatives stated that VEPORT has accelerated work processes and provided convenience through automated features that support verification processes even outside of business hours. "VEPORT is excellent; it has made work processes faster, more practical, and more efficient," said Ari, a shipping agent for Evergreen Shipping Company. Other customers also noted that the service provides significant convenience and efficiency in operations. Internally, VEPORT is considered very helpful in monitoring and tracking documents quickly and accurately, significantly improving compared to previous manual processes.
The implementation of VEPORT further strengthens TPS's position as a "Reliable Terminal with Service Excellence," where service reliability is enhanced through a consistent digital system, while service excellence is realized through speed, transparency, and ease of access for customers. This innovation also reflects the spirit of "Resilience" in commemorating TPS's 27th Anniversary, namely the company's ability to adapt and continuously transform to face the dynamics of the port industry through the use of technology.
The Marketeers OMNI Brands of the Year event is a prestigious award given to companies that successfully integrate omnichannel strategies, digital transformation, and the use of technology to improve business performance and customer experience. Assessment in this event covers aspects of innovation, impact, creativity, and reach, confirming TPS's success in delivering relevant innovations with real impact.
TPS Corporate Secretary, Erika Asih Palupi, stated that this award recognizes the company's commitment to customer-centric digital transformation. "Through VEPORT, we provide more transparent, fast, and efficient services while continuously improving the customer experience," she said.
Going forward, TPS will continue to encourage the development of digital-based innovations to strengthen the company's competitiveness and ensure the best service for all service users in the maritime logistics sector.
(ISL News Editorial Team/Corcom TPS Surabaya).
