Promoting digital transformation in tourism activities

In recent years, management agencies and tourism businesses in Khanh Hoa province have promoted the application of information technology in tourism activities. Initially, digital transformation in the tourism industry has brought some new experiences to tourists, making tourism promotion more convenient. However, to form a digital transformation ecosystem in tourism activities, the tourism industry still has a lot to do.

Featured Applications

When visiting the Ponagar Tower Relic Site, after passing through the ticket gate, many tourists use their smartphones to scan the QR code right next to the entrance to access the automatic commentary introducing the relic complex instead of asking for a tour guide. “This application is very useful, because not everyone has the conditions to ask for a tour guide, especially solo travelers. The commentary is very clear, easy to understand… providing a lot of information about the time and unique architectural features of the Ponagar Tower complex” - Ms. Nguyen Huong Lien (a tourist from Hanoi ) expressed. Using QR codes to access Audio Guide (automatic commentary system) is the most visible new feature in the digital transformation in tourism activities of the Provincial Monument Conservation Center in recent times. In addition to Ponagar Tower, the center has implemented QR codes for visitors to access Audio Guides at many other relics and scenic spots, such as: Dien Khanh Citadel, Trinh Phong Temple (Dien Khanh), Hon Chong scenic spot (Nha Trang), Phu Cang communal house (Van Ninh)... The Ponagar Tower relic site also has VR360 virtual reality technology application for visitors to visit remotely via computers and smartphones.

Visitors scan the QR code to listen to the automatic commentary at the Ponagar Tower Relic Site.

Along with the Provincial Monuments Conservation Center, tourism businesses in the province have many digital transformation applications in operations and management on specialized software systems, bringing convenience, diversifying services and tourism products, increasing the experience value for visitors. Notably, Vinpearl Joint Stock Company applies Face ID technology in check-in procedures for tourists. I-resort Nha Trang Hot Spring Resort has deployed an automatic ticketing system to improve customer service efficiency. Each service has a clip and a brief introduction about the service. Customers can easily choose the type of service and the number of tickets to buy, then pay by scanning the QR code. In Bai Dai, Alma Resort has launched the Alma Resort mobile application with features such as: Providing menu information for restaurants, bars, in-room dining services and promotions; integrating functions that allow users to give feedback on the resort's services.
Need for synchronization in digital transformation

It can be said that digital transformation in tourism activities is an inevitable trend. However, due to difficulties in funding, human resources, etc., most tourism businesses in Khanh Hoa have only stopped at popular applications such as: Creating websites, Facebook to promote and sell tourism products and services. Therefore, digital transformation in tourism activities is still inconsistent, so the efficiency is not high. The most obvious is that the application of digital technology in tourism promotion and advertising activities in Khanh Hoa is still slow, tourism promotion websites have not been invested appropriately, and digital data on tourism activities is still fragmented. “Da Nang has a website https://danangfantasticity.com (managed by the Da Nang Tourism Promotion Center) that helps businesses promote very well. Tourists only need to visit this page to have almost complete information about Da Nang tourism... Meanwhile, Khanh Hoa tourism is not inferior to Da Nang, but the website introducing tourism in Nha Trang - Khanh Hoa is still limited,” said Ms. Bao Chi, a tourist from Ho Chi Minh City.

Talking to Khanh Hoa Newspaper reporters, Ms. Nguyen Thi Le Thanh - Director of the Department of Tourism frankly admitted that despite many efforts, digital transformation in tourism activities of the province still has many limitations. To promote digital transformation, there must be synchronous coordination between departments, branches, sectors and businesses participating in the tourism service supply chain. Since 2020, the Department of Tourism has advised the Provincial People's Committee to issue a Plan to apply information technology in tourism activities in Khanh Hoa until 2025. In particular, the Department of Tourism will take the lead in implementing many projects to promote the application of digital technology to support tourists before and after their trips; build digital data on tourism... Recently, the Provincial People's Committee has issued a decision approving the Project of the Information and Support Center for Tourists. In the near future, the Department of Tourism will request the Department of Planning and Investment to advise the Provincial People's Committee to allocate capital and carry out steps to select contractors to implement the project. In addition, the Department of Tourism has submitted a document to the Provincial People's Committee for appraisal of the report proposing the investment policy for the Project to Build a Data Warehouse System and Professional Software for the Tourism Industry; for the policy to implement the Project to Build Virtual Tour Guides on Mobile Devices... In addition, according to the plan, in 2024, the Department of Tourism will implement the Project to Build a Digital Tourism Map of Khanh Hoa. "The digital tourism map will integrate sightseeing, accommodation, shopping, entertainment, culinary, sports centers, hospitals, bus stations, airports... When completed, visitors can look up the map to view information, directions, locate, search, and filter locations very conveniently," said Ms. Thanh.

According to tourism experts, digital transformation in tourism activities is an inevitable trend, therefore, there needs to be synchronization and connection of key entities in the tourism industry in the digital environment including: Management agencies, businesses participating in the tourism product supply chain, and tourists. Accordingly, the tourism industry needs to implement digital transformation in a unified and synchronous manner, helping to optimize results, save resources and enhance connectivity throughout the industry. To do this, in addition to the efforts of state management agencies, businesses in the tourism industry need to join hands in accelerating digital transformation to contribute to sustainable tourism development.

THANH NGUYEN

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