ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost...

ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings

PANELIST:

Jim LucierSenior Vice President, Federal GovernmentEllen TrotochaudSenior Director, Federal Government, TMC ServicesRoger WilliamsDirector, User Experience, Federal Government

© 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.


PANELIST:

Jim LucierSenior Vice President, Federal Government


Concur Travel Concur Travel Manager

Concur Government Edition

Take TripComplete Voucher

Audit/Back Office

Payment ReportingBook TripComplete Authorization

a One Platforma One Service

a One User Experiencea One Set of Reconciled Data

Concur Intelligence


Manage itineraries

Directions, maps, and

more

Capture Receipts

Enter Out of Pocket

Expenses

Approve Documents

Concur's Mobile Platform


E-Receipts

CARD CHARGES

ITINERARY E-RECEIPT


Concur Technologies Proprietary and Confidential. Not to be shared without written permission . Copyright 2013.

Cloud Computing

© 2011 Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc.© 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

Metrics on a Typical Day

Over 850,000 users log into Concur

Our clients book over 120,000 trips

We archive 200,000,000 records

Our clients submit 300,000 expense reports

We send about $52,000,000 to banks daily



PANELIST:

Roger WilliamsDirector, User Experience, Federal Government


Concur Government Edition: Building the Community •Managing Change from ETS1 to ETS2•Communicate! Communicate!• Timeliness of Messaging & Execution


http://www.google.com/url?sa=i&rct=j&q=building+a+community&source=images&cd=&cad=rja&docid=HbKyRlC4WiykYM&tbnid=c89FIUh2jpPxCM:&ved=0CAUQjRw&url=https://www.echoditto.com/blog/balancing-community-building-audience-engagement&ei=mHlcUbfUC8TG0AGXi4HIBg&bvm=bv.44697112,d.dmQ&psig=AFQjCNEe7fk86w9GKKWW8mpLVuQLkf_xGQ&ust=1365101187006902

Using the Government

Toolbox•Marketing collateral•Distribute materials to all users• Training schedules


Usability

Is it Intuitive?• Usability is the overriding theme of the ETS 2 Master Contract

• More formalized than ETS 1• Usability Assurance Plan is an MC requirement

• Continuous UX reviews• Concur has a fully staffed team of UX experts• At least 2 formal studies a year

• Local and remote capabilities• Focus Groups

Delighting our customers. Delivering “The Perfect Trip.”


http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=gxF55K9cOM9sZM&tbnid=SSEQBIZJFvvIlM:&ved=0CAUQjRw&url=http://www.minnpost.com/politics-policy/2008/06/doesnt-compute-more-women-enter-scientific-fields-their-numbers-computer-sci&ei=sGdcUbOUDcTl4APh9oCoAw&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=gxF55K9cOM9sZM&tbnid=SSEQBIZJFvvIlM:&ved=0CAUQjRw&url=http://www.minnpost.com/politics-policy/2008/06/doesnt-compute-more-women-enter-scientific-fields-their-numbers-computer-sci&ei=sGdcUbOUDcTl4APh9oCoAw&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=-Myqy0K0zbPcAM&tbnid=mscwlahadW52ZM:&ved=0CAUQjRw&url=http://tell-my-mom.com/insightful-opinions-on-pc-repair-thousand-oaks/&ei=zmdcUYzCHOnj0QHT6YCIBg&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=HXuoExdT2eh60M&tbnid=tjDOKsCKtkwP3M:&ved=0CAUQjRw&url=http://computerfixmelbourne.com.au/business-computer-services/&ei=Z2hcUZz_DKXN0wGpsYDAAw&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=O9DNZsCUYPNX0M&tbnid=HjiT7dmBQeUUsM:&ved=0CAUQjRw&url=http://www.pcb-sw.com/different-computer-user-levels/&ei=fmdcUZP9Iq6-4AOf_YDYBA&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=AOkCTg7Dw6_OyM&tbnid=n2o9eXHZTYCfSM:&ved=0CAUQjRw&url=http://demo2.dmxready.com/&ei=8WdcUZH0JuzJ0AG7xYDgCg&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=computer+users&source=images&cd=&cad=rja&docid=AOkCTg7Dw6_OyM&tbnid=n2o9eXHZTYCfSM:&ved=0CAUQjRw&url=http://demo2.dmxready.com/&ei=8WdcUZH0JuzJ0AG7xYDgCg&bvm=bv.44697112,d.dmg&psig=AFQjCNHyHXPrzenQgtGB-GSU6gLORFstdg&ust=1365096673687772

http://www.google.com/url?sa=i&rct=j&q=business+travelers&source=images&cd=&cad=rja&docid=ibcNwpFZp36zUM&tbnid=DxNS38GvqrA30M:&ved=0CAUQjRw&url=http://info.oncallinternational.com/default.aspx?Tag=business%20travelers&ei=69hdUZz1Hoft0gHAkIHwDA&bvm=bv.44770516,d.dmQ&psig=AFQjCNGGqqaWM0nxxdL1YcG3g9Pt_D1RXw&ust=1365191236427488

http://www.google.com/url?sa=i&rct=j&q=business+travelers&source=images&cd=&cad=rja&docid=sq_0Q0fEHcQd7M&tbnid=FAaD7U3so-946M:&ved=0CAUQjRw&url=http://flyavl.com/pages/business-travel.php&ei=EtldUaKbDuzK0gHKp4CgDA&bvm=bv.44770516,d.dmQ&psig=AFQjCNGGqqaWM0nxxdL1YcG3g9Pt_D1RXw&ust=1365191236427488

Growing End User Involvement

•Monthly user groups•National user gatherings for customers

from all lines of business – FUSION•DC located gatherings specific to

government - ELEVATE



http://www.google.com/url?sa=i&rct=j&q=end+users&source=images&cd=&cad=rja&docid=U0GRXHROtE4DHM&tbnid=cbcgmqe8HRzqjM:&ved=0CAUQjRw&url=http://www.cemeled.com/our-clients.html&ei=AlFcUaD2Mqjk4APqnYD4CA&bvm=bv.44697112,d.dmg&psig=AFQjCNFXuhTToLIvCqkKdKoll9bKH3EByA&ust=1365090858474110

http://www.google.com/url?sa=i&rct=j&q=online+business+travel&source=images&cd=&cad=rja&docid=r5snfclTrDLshM&tbnid=ZdoDl1Jbwtr3zM:&ved=0CAUQjRw&url=http://www.gottaquirk.com/2009/11/17/5-tips-for-marketing-your-tourism-business-online/&ei=MGdcUaGLCLHK4AOF3oCwCA&bvm=bv.44697112,d.dmg&psig=AFQjCNES6-JKw4k287HAUwQfvYCkzSoVxA&ust=1365096407330693

http://www.google.com/url?sa=i&rct=j&q=building+a+community&source=images&cd=&cad=rja&docid=toC0JeazEEr1XM&tbnid=DARBXDj0Sl4-8M:&ved=0CAUQjRw&url=http://44doors.com/building-community-2-cents-at-a-time/&ei=M3lcUYP-Dsfq0AGf74CoAQ&bvm=bv.44697112,d.dmQ&psig=AFQjCNEe7fk86w9GKKWW8mpLVuQLkf_xGQ&ust=1365101187006902

http://www.google.com/url?sa=i&rct=j&q=business+computer+users&source=images&cd=&cad=rja&docid=ydszAIHmbtMU7M&tbnid=Zox3r8iDrZx1PM:&ved=0CAUQjRw&url=http://www.techparamedics.com/&ei=nd1dUfi6OKfi0gHz2IHwCw&bvm=bv.44770516,d.dmQ&psig=AFQjCNFE37vfPVF7tGvX96PEYrWECcnc7Q&ust=1365192352829174


PANELIST:

Ellen TrotochaudSenior Director, Federal Government, TMC Services


Consolidation

Data DrivenTransparency

Reliable

Usability

Configurable

Secure

Customer Centric

EnhancedCompliance

Strategic Sourcing

Excellent Service

Facilitate & Simplify

Expert travel capabilities

Customer Satisfaction

Best practices

Total Cost Savings

…consolidate and standardize travel processes at the Government-wide level

ETS2 Overriding Objectives…


Agencies

TMCs Concur

Suppliers

Concur Government Edition

an ecosystem of integrated solutions


ETS 2 Travel Services

• Technology Platform• Managed implementation

timeline and transition plans• Reporting• CBA reconciliation reports• Account Management• Travel services operational

oversight • Monitored TMC service delivery• Uniform QC Processes• Achieving cost savings

• Traveler Assistance• Online reservation fulfillment and

ticketing• Agent-assisted reservations• Foreign travel assistance• After-hours emergency service• VIP service• Onsite travel support• Unused ticket tracking• Special travel types• Support• Training


Standard Operational Process

• PNR Acquisition Specifications – Online and offline reservations always in sync

• PNR reporting fields– Consistent roll-up of reporting

• Profile synchronization• Reservation process flow• Quality Control

– Online and offline reservations are consistent and streamlined


Concur Oversight

• Staff management• Accommodating new releases and agency program

changes• Support • Training• Security• Established report requirements and methodology


Benefits ofIntegrated Travel & Expense

Significant Efficiency Gains Faster authorization and voucher creation, submission, and approval Fewer keystrokes, fewer errors Fully mobile enabled (travel & vouchers)

T&E “3 Way Match” Itineraries, card data, and e-receipts Automatically matched & reconciled at the line item level

Business Intelligence: Travel Spend Visibility & Management Booked vs. actual Travel, e-receipts, credit card and voucher data Leakage reporting

Supplier E-Receipts Detailed electronic folio data from leading travel suppliers Air, hotels, rental cars, rail, ground transportation


Delightful user experience = satisfaction = adoption



ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost...

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