Disruption and Recovery Management - Customer-oriented journey disruption management and recovery me

Challenge/Domain
Challenge: 
Meeting Societal and Market Needs
Domain category: 
Concepts
Enabler
Enabler: 
Disruption and Recovery Management - Customer-oriented journey disruption management and recovery mechanisms
Cluster of enablers: 
Travel Process Management
Capability
Capability: 
Customer notifications
Sub capability: 
n/a
R&I needs: 
Develop & implement system that sends automated notifications to the customer in case of any disruption potentially impacting the journey
Achievements
2020: 
Technical capabilities that enable to identify/track and prioritize critical operational disruption (unexpected road traffic congestion, flight delay or cancellation, public transit service disruption…) researched and developed Data & communication infrastructure built up or creation facilitated to: 1. collect and store: -        trip dossier with relevant information to identify where traveller is located -        incoming data from those services that have been disrupted 2. Distribute relevant information Most commonly used notification channels by travellers (e.g. mobile, email, service operator, call centre) identified 50% of customers may be notified/are accessible to be notified in real-time about relevant operational disruptions
2035: 
Number of operational disruptions to be identified/ prioritized/ tracked in accordance with traveller preferences expanded Automated notifications process sent out to the customer in case of any disruption potentially impacting the customer contracted journey Better coverage of notification than previous years reached by enlarging the number of notification channels and the geographies 75% of customers may be notified/are accessible to be notified in real-time about relevant operational disruptions
2050: 
Number of operational disruptions to be identified/ prioritized/ tracked in accordance with traveller preferences expanded 90% (number tbd) of customers may be notified/are accessible to be notified in real-time about relevant operational disruptions
Key Performance Indicator: 
% of customers who are notified in real-time about relevant operational disruptions

home

About ACARE