AGTA Presentation Best Practices
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AGTAAGTA PresentationPresentationBest PracticesBest Practices
SuperShuttleSuperShuttle TampaTampa BestBest PracticesPractices
What Makes What Makes SuperShuttle Tampa a SuperShuttle Tampa a Best Practice ModelBest Practice Model
Company backgroundCompany background Airport partnershipsAirport partnerships ReservationsReservations Technology Technology TicketingTicketing ConsolidationConsolidation Continuous improvementContinuous improvement
Company BackgroundCompany Background
Been in service since 1983Been in service since 1983 19 markets and 25 airports19 markets and 25 airports Fully owned by Veolia(October Fully owned by Veolia(October
2006)2006) Over 1000 12 passenger vansOver 1000 12 passenger vans Over 200 Sedans(ExecuCar)Over 200 Sedans(ExecuCar) Transports over 8 million passenger Transports over 8 million passenger
a yeara year
Airport PartnershipsAirport Partnerships
Ticket boothsTicket booths Staging areaStaging area Loading zones (4)Loading zones (4) Air conditioned waiting areasAir conditioned waiting areas Sole provider to geographical Sole provider to geographical
areaarea
ReservationsReservations
Central reservations Central reservations office(Tampa & Phoenix)office(Tampa & Phoenix)
11,000 calls a day11,000 calls a day 6,000 reservations a day6,000 reservations a day 24/724/7 Web reservations (3,000 per Web reservations (3,000 per
day)day)
TechnologyTechnology
SuperShuttle Dispatch System SuperShuttle Dispatch System (SDS)(SDS)
Map routingMap routing Auto dispatchingAuto dispatching Multiple fleetsMultiple fleets GPS trackingGPS tracking Manage by exceptionManage by exception
Map RoutingMap Routing
Van DispatchingVan Dispatching
Manage By ExceptionManage By Exception
Call Out FeatureCall Out Feature
Take cell phone numbersTake cell phone numbers Driver initiates call to guestDriver initiates call to guest Call is acknowledged by systemCall is acknowledged by system Auto message deliveredAuto message delivered
ETAETA On locationOn location
Where’s My VanWhere’s My Van
CentralizedCentralized Res gets vehicle distance upon Res gets vehicle distance upon
inquiryinquiry Computer communication to Computer communication to
local officelocal office Elimination of phone trafficElimination of phone traffic
WMV Look Up ScreenWMV Look Up Screen
TicketingTicketing Airport has provided booths and Airport has provided booths and
waiting areaswaiting areas Ticketing system has rates locked Ticketing system has rates locked
into systeminto system Selling a ticket initiates reservationSelling a ticket initiates reservation Dispatch then groups/routes Dispatch then groups/routes
reservationsreservations Turn by turn directions for driverTurn by turn directions for driver
Ticketing/Airport Ticketing/Airport DispatchDispatch
Turn By Turn DirectionsTurn By Turn Directions
Management ToolsManagement Tools
Real time informationReal time information Use of Nextels Use of Nextels Daily on time performanceDaily on time performance Daily airport wait time reportsDaily airport wait time reports Monitor passenger trafficMonitor passenger traffic
On Time Performance On Time Performance ReportReport
Wait Time ReportsWait Time Reports
New ImprovementsNew Improvements
Auto routing (May 2007)Auto routing (May 2007) Kiosks (June 2007)Kiosks (June 2007) Relocate Phoenix Rez Center (July Relocate Phoenix Rez Center (July
2007)2007) Tampa Rez Center expansion Tampa Rez Center expansion
(Sept. 2007)(Sept. 2007) Consolidated complaint resolution Consolidated complaint resolution
(Aug 2007)(Aug 2007)
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