Todays Corporate Traveler

1
Todays Corporate Traveler

• Donna Kelliher, Director, Travel Corporate
  Services
• Dominion

2
Dominion

• One of the nations largest producers of energy.
  We serve
• a retail base of more than 5 million customers in
  11 states
• in the Midwest, Mid-Atlantic and Northeast
  regions of the
• U.S. Headquartered in Richmond, Va.
• 26,500 megawatts of electric generation.
• 1 trillion cubic feet equivalent of proved gas
  reserves.
• 2.4 million regulated electric customers (VA,
  NC).
• 1.7 million regulated natural gas customers (OH,
  PA, WVA).
• 1.6 million customer accounts in 11 states with
  competitive retail markets.
• More Information Online www.dom.com

3
Primary Responsibilities

• Travel Safety Security
• Travel Agency Services
• Commercial Air/Rail Programs
• Hotel Programs
• Ground Services
• Corporate Aviation Services
• Data Management Reporting
• Emergency Response Logistics Preparedness
• Policy Development Administration
• Supplier Relationship Management
• Meeting Management

4
Corporate Culture Values

• A set of values, beliefs and relationships
  between individuals and functions that guide the
  decisions of the company in order to achieve its
  objectives. It results in behaviour that has
  been learned within a group or transferred
  between individuals over time.

Dominion Core Values Safety, Ethics, Excellence
and One Dominion
5
Corporate Travelers Who are they?
HASSLE
CHANGE
Adventure
6
Todays Corporate Traveler

• Safety/Comfort/Convenience
• 24/7 Connectivity
• Mobile Technology
• En-route Support
• Flexibility
• Self-Governing
• Transparency
• Simplicity

7
Finding Balance Service ? Value

• Customer Relationship Management- Create the
  just-for-me experience- Simplicity ?
  Flexibility ? Transparency
• Traditional On-Line Service Models- Pros
  Cons, relationship with service/value- People
  Machines
• Supplier Agreements Partnerships- Optimize
  value with traveler in mind- Company? Supplier
  ?TMC ? Traveler ? Company

8
Travel Technology

• Generations Boomers, Gen X,Y and Z- Remember
  that needs wants may be different
• Travel Booking Servicing Process- Adaptability
  to circumstances Best of Both Worlds
• Mobile Technology- En-route services internal
  and external notifications, GPS, traveler
  tracking, personalized data requests,
  restaurants, events, etc.
• Expense Process- Automate/Streamline as much as
  possible, maximize productivity

9
T E Category Management

• Air Program- Carrier Selection- Frequent Flyer
  Programs- Fee ManagementBooking
  Practices- Advance Purchase - Non
  Refundable/Refundable
• Hotel Programs- Preferred Program
  Model- Agreement Commitments- Market
  Tiers- Rate Loading/Audits- Upgrades- Amenities
  (WiFi, Breakfast)- Business Services

• Ground Services - Refueling- Fuel
  Surcharges- Insurance Coverage- Amenities
  Navigation- Parking
• Meeting Management - Venue Options - Webcast/Vid
  eo Conference- Contract Terms
  Conditions- Food Beverage

10
Travel Policy

• Awareness
• Comprehensive Content
• Risk Management
• Length Language
• Accessibility
• Clear Expectations Example

Higher Costs
Policy Strength
Weak
Strong
Optimize Savings
11
CommunicationCompany ? Traveler ? Traveler

• Travel Policy
• Intranet/Portals
• New Hire Orientation
• Electronic Training Systems
• Corporate Newsletters Instant News
• TMC Booking Tool
• Networking user-generated content/ratings
• Social Networking

12
Traveler Supplier Compliance

• Measure Define metrics around performance goals
  and expectations. You cannot control what you
  cannot measure.
• Monitor Develop avenues to monitor program
  compliance (dashboards, reports, expense
  processors, internal external audits). Be
  careful not to assume non-compliance without
  supporting documentation.
• Manage Regularly communicate with travelers,
  suppliers and management teams to reinforce
  policy objectives. Apply consequences around
  non-compliance and showcase strong compliance.
  A little competition goes a long way.

13
Policy Enforcement

• Methods Messengers- Travel Manager- Travel
  Management Company- Accounting Finance
  Expense Processing- Technology OLBT- Direct
  Supervision
• Managements Role
• Consequences
• Communication

14
Traveler Opinions Feedback

• Frequency and Accessibility
• Tools- User-generated- Intranet- Surveys- Indu
  stry Research/Trends
• Feedback Response Action

15
Scott-King was hungry, weary and dispirited for
he was new to the amenities of modern travel

• Evelyn Waugh
• Scott-Kings Modern Europe (1947)