Port of DubaiPort of DubaiMarine Pilot Scheduling & Billing Marine Pilot Scheduling & Billing

SystemSystem

Project Sponsor:Project Sponsor: Jim Flannigan, Jim Flannigan, CIOCIO

Project Team:Project Team: Tarik Williams, Troy Stone, Tarik Williams, Troy Stone, Greg HayGreg Hay

Business NeedBusiness Need

The unforeseen growth of the port of Dubai shipping industry has caused numerous scheduling and billing errors, causing improper use of resources and incorrect customer billing. The Dubai Pilot’s are in need of a scheduling and billing system which will allow them to better

manage these business functions.

Business RequirementsBusiness Requirements The system will be web based, allowing

customers to either call operators who will enter customer information and request a boat pilot or request a pilot by accessing the system themselves. The system will assign the next available pilot the task, or report that no pilot is available for the request times. The customer will be given conformation of the requested time frame of when service will be available and a fee schedule. When the pilot has completed the request, the system will bill the customer for services rendered.

System functionality should include:System functionality should include:

• The ability to have either an operator or customer submit a The ability to have either an operator or customer submit a request via the web.request via the web.

• The ability to produce management reportsThe ability to produce management reports• The ability to sort schedule based on pilot, times, The ability to sort schedule based on pilot, times,

customers, and billingcustomers, and billing• The ability to bill customersThe ability to bill customers• The ability for customers to view their billing histories & The ability for customers to view their billing histories &

current appointments online.current appointments online.• The ability for customers to provide feedback.The ability for customers to provide feedback.• The ability for customers to receive conformation that a The ability for customers to receive conformation that a

request has been placed, and when service will be request has been placed, and when service will be available.available.

Business Requirements (cont)Business Requirements (cont)

Business ValueBusiness Value

The Port of Dubai received over 200 customer complaints last year regarding missed pilot appointments and unsatisfactory billing. The current system has put a strain on employee activities and cost the Port of Dubai thousands in billing errors. The new system will provide the following benefits which will allow for increased business while cutting costs associated with schedule and billing activities;

Tangible;Tangible;

Intangible;Intangible;

• Customer and employee satisfactionCustomer and employee satisfaction

• Streamlined and accurate billing systemStreamlined and accurate billing system

• Automated pilot scheduling systemAutomated pilot scheduling system

Business Value (cont)Business Value (cont)

Special Issues/ConstraintsSpecial Issues/Constraints

The new system should be in production by The new system should be in production by

the end of the fiscal year.the end of the fiscal year.