Travel Program Maturity Model Staffing Travel Policies Method of Booking Method of Payment Travel Data Suppliers Traveler Safety Stage 1 Early Stage 3 Average Stage 5 Mature

Staffing Stage 1Stage 3Stage 5 Key Players Part-time clerks or admins Full-time Travel Manager Regional and Global Travel Councils Knowledge of Travel Very limited, very task- oriented Good, but limited to local conditions Strong, well aware of global travel issues Main Focus Arranging travelManaging travel policies and suppliers Strategic management of travel category

Travel Policies Stage 1Stage 3Stage 5 Quality of Travel Allowed Vague or not specified Fairly clearVery clear and fair Methods of Booking and Payment Vague or not specified Fairly clear and mostly practical Very clear and practical Support of Preferred Suppliers Not a focus“Should” or “Expected” “Must” with few exceptions Enforcement Light or inconsistent Moderate, mostly consistent Strong, very consistent

Method of Booking Stage 1Stage 3Stage 5 Main Resource Local travel agents Country- specific Travel Agency Global Consolidated Travel Agency Automation NoneSelf-booking tools with limited content Self-booking available for most trips Agent Support Varies greatlyLocal, fairly consistent Regional call centers, high standards

Method of Payment Stage 1Stage 3Stage 5 Administration and Control Mostly manualMix of manual and automated processes Regional or global admin via issuing bank’s platform Quality of Travel Data Poor, very hard to consolidate Varies a lot by country Excellent, easy to consolidate Reconciliation NoneReconciliation takes time Highly automated

Travel Data Stage 1Stage 3Stage 5 Airlines Low-value manual reports Basic segment data, no booking class, uses city codes Highly automated, detailed, scrubbed and summarized Hotels Top hotels per expense reports TMC and card- driven data Booked, billed and expensed with room night detail TMCs Low-value manual reports Monthly operational metrics Real-time KPIs and dashboards

Suppliers Stage 1Stage 3Stage 5 Preferred Suppliers Very few, not well identified Good coverage, well identified Excellent coverage, supported at POS Buyer’s Reputation Suppliers do not know, or do not trust Core suppliers trust the local buyer Most suppliers trust the Regional program Selection Process Ad Hoc, unclear, maybe unfair Standard RFP from local or regional buyer Global or regional RFP

Traveler Safety Stage 1Stage 3Stage 5 Where Are My Travelers? Who knows?Itinerary- based guess Mobile phone- based GPS Destination Risks Not monitoredCountry-based pre-trip advice Actively monitored Emergency Services Ad Hoc“Who to call for what issue” list Contingency planning and training, safety audits