The client is a global leader in the education sector supporting tens of thousands of students.
Headquartered in the UK, the majority of the client’s travel is between their locations in Europe, North America and Australasia, with some travel conducted to high risk destinations such as Iran and Sudan.
The client selected Direct ATPI to manage their travel in the summer of 2015.
The initial motivation for the change of travel management company was global consolidation. There had previously been no global approach to travel, therefore the client wished to achieve a more consistent, company-wide programme with reduced leakage.
With the main objectives for moving to Direct ATPI met, the client realised they were not providing the necessary support for their staff whilst they were travelling for work. The client had Traveller Tracking System, which enables users to track and monitor where their travellers are located, however only the UK based procurement team had access to the tool. It was their responsibility to keep an eye on alerts and log-in after an incident to ascertain if any of their travellers were in close proximity. The team were concerned that they did not have the required resources or processes to react when an incident occurred, especially outside of UK office hours.
The client believed the gap in their duty of care provision was an accident waiting to happen, furthermore the addition of two incidents involving their travellers pushed duty of care to a priority. The company’s board were motivated to make the necessary changes. They required a comprehensive duty of care programme, which would guarantee that all travellers would be contacted should they be located near a critical incident.
Direct ATPI provide a range of duty of care packages, each offering a differing level of support, these were introduced to the client and the premium package was selected at the end of 2017.
This option meant the client would still have access to the ATPI Traveller Tracking System, as well as a subscription to Alerts. However, the differentiator was the full support of our dedicated Incident Support Team.
The five person team, based in our India office, work 24/7/365. On notification of an critical incident the team will identify if any of the client’s travellers are affected and contact them via SMS.
Once all impacted travellers have been contacted, a report is compiled and shared with the client’s Head of Global Procurement and the Global HR Director. The Incident Support Team provide proactive, global coverage for all of their travellers regardless of the time of day.
The client also receives a push report when travel is booked to one of their classified high risk destinations, this enables the client’s procurement team to take the necessary precautions.
Each month the Incident Support Team receive just under 1,500 alerts of varying severity. In the first quarter of 2018, the team interrogated Traveller Tracking System on twenty-seven occasions to ascertain whether any of the clients’ travellers were in the impacted area.
Travellers were present in the affected area on three occasions and contacted via SMS. The success of the premium duty of care package was highlighted when the client received a report of contacted travellers after the recent Mexico earthquake.
The client was unaware that they had a traveller in Mexico, and was therefore thankful that Direct ATPI contacted the traveller.
The client now has total peace of mind that all travellers will be contacted should they be located near a critical incident.
Feedback has been extremely positive, the procurement team’s worry of ensuring all travellers are contacted has been eliminated, whilst travellers appreciate the communication from Direct ATPI.