2018 KM Reality Award Winner: Delta Air Lines

Delta Air Lines received the 2018 KM Reality Award at KMWorld 2018 held in Washington, DC.

Jill Harris, senior communications coordinator, Reservation Sales & Customer Care at Delta, accepted the award on behalf of the company, accompanied by colleagues Almeda Andrew and Andrea Maurer.

In April 2016, Delta relaunched Deltanet, an intranet providing employees with a portal to access news, information, policy, and procedures. The original Deltanet system had been rolled out in August 2004, and the relaunch was necessary to replace outdated technology no longer supported in the marketplace.

The new Deltanet platform offers a knowledge management experience with responsive design and anytime, anywhere, any device access. The platform and associated KM experience is designed to provide users with a consistent, intuitive experience with secure, access to company news, culture, events, policies, procedures, and applications necessary to perform their work.

As the definitive source for Delta’s customer policy and procedures, utilized when interacting with customers, and critical to Delta operations, today, Deltanet receives more than 70,000 page views each week.

“Delta’s redesign of KM was truly a collaborative effort between our corporate communications, IT, and reservation sales teams—with unwavering support from Delta leadership,” said Harris.

“From our KM program’s inception 14 years ago to our redesign and replatforming in 2016," she noted, "Delta’s KM system has been an essential tool for providing Delta’s employees and 180 million annual customers with the information they need, when they need it. Receiving the KM Reality Award is validation of this collaborative effort.”

The key business results and organizational improvements targeted by the KM initiative were the development of scannable, responsive design which has enabled efficient navigation when searching for policies, allowing customers to be served more quickly. The updated platform enables automatic policy change notifications, providing visibility to recent updates to ensure customers receive the most updated information. 

A customized KM search capability also focuses on the terms both experienced and new agents use to locate a wide spectrum of topics. The new system supports employee engagement, providing employees a mechanism to easily comment or gain clarity for all KM topics, and an automated feedback process that routes information to the page owner for their review and action, improving the relevancy of the information provided to the customer.