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ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings PANELIST: Jim Lucier Senior Vice President, Federal.

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Presentation on theme: "ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings PANELIST: Jim Lucier Senior Vice President, Federal."— Presentation transcript:

1 ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings PANELIST: Jim Lucier Senior Vice President, Federal Government Ellen Trotochaud Senior Director, Federal Government, TMC Services Roger Williams Director, User Experience, Federal Government © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

2 ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings PANELIST: Jim Lucier Senior Vice President, Federal Government © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

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6 Concur Travel Concur Travel Manager Concur Government Edition Take Trip Complete Voucher Audit/ Back Office PaymentReporting Book Trip Complete Authorization  One Platform  One Service  One User Experience  One Set of Reconciled Data Concur Intelligence © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

7 Manage itineraries Directions, maps, and more Capture Receipts Enter Out of Pocket Expenses Approve Documents Concur's Mobile Platform © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

8 E-Receipts CARD CHARGES ITINERARY E-RECEIPT © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

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

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11 ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings PANELIST: Roger Williams Director, User Experience, Federal Government © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

12 Concur Government Edition: Building the Community Managing Change from ETS1 to ETS2 Communicate! Communicate! Timeliness of Messaging & Execution © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

13 Using the Government Toolbox Marketing collateral Distribute materials to all users Training schedules © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

14 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.” © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

15 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 Delighting our customers. Delivering “The Perfect Trip.” © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

16 ETS 2: Driving Innovation, High-quality Service Delivery & Improved Usability, to achieve Cost Savings PANELIST: Ellen Trotochaud Senior Director, Federal Government, TMC Services © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

17 Consolidation Data Driven Transparency Reliable Usability Configurable Secure Customer Centric Enhanced Compliance 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… © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

18 Agencies TMCsConcur Suppliers Concur Government Edition an ecosystem of integrated solutions © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

19 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 © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

20 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 © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

21 Concur Oversight Staff management Accommodating new releases and agency program changes Support Training Security Established report requirements and methodology © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.

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

23 Delightful user experience = satisfaction = adoption Delighting our customers. Delivering “The Perfect Trip.” © 2013 Concur, all rights reserved. Concur Proprietary Information. Concur is a registered trademark of Concur Technologies, Inc.


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