App:Travel Assistance Request Operation Center: Difference between revisions
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[[File:PAX_Operations_Portal_main_process.png|thumb|PAX Operations Portal main process]]It mainly governs the management of [[Travel assistance service request|travel assistance service requests]] in service operation centers, which are by rules defined in the [[service operations flow designer]]. | [[File:PAX_Operations_Portal_main_process.png|thumb|PAX Operations Portal main process]]It mainly governs the management of [[Travel assistance service request|travel assistance service requests]] in service operation centers, which are by rules defined in the [[service operations flow designer]]. | ||
== Core process == | == Core process within the OC == | ||
Once the [[Travel assistance service request|request]] has been created by passengers (PAX) through an instance of a [[PAX Portal]] instance, the passenger digital contacts the OC digitals with its request. | |||
From this moment, the process flow in travel assistance service operation centers is: | |||
# '''Claim phase''' - The requests is received by one or multiple ''travel assistance operation centers (OC).'' It holds a [[Travel word definitions|travel itinerary]] consisting of multiple [[Travel word definitions|travel segments]] and a list of requested [[App:Travel assistance service administration|travel assistance services]]. Now each OC can claim responsibility for one or mulitple travel segments of the itinerary. This is done automatically in the background without human interaction. | |||
# '''Processing phase''' - From now on, the ''travel assistance operation centers (OC)'' are processing the request and | # '''Processing phase''' - From now on, the ''travel assistance operation centers (OC)'' are processing the request and | ||
#* may request further information from the PAX regarding the segments and services they have claimed responsibility for | #* may request further information from the PAX regarding the segments and services they have claimed responsibility for | ||
Revision as of 21:13, 24 November 2024
It mainly governs the management of travel assistance service requests in service operation centers, which are by rules defined in the service operations flow designer.
Core process within the OC
Once the request has been created by passengers (PAX) through an instance of a PAX Portal instance, the passenger digital contacts the OC digitals with its request.
From this moment, the process flow in travel assistance service operation centers is:
- Claim phase - The requests is received by one or multiple travel assistance operation centers (OC). It holds a travel itinerary consisting of multiple travel segments and a list of requested travel assistance services. Now each OC can claim responsibility for one or mulitple travel segments of the itinerary. This is done automatically in the background without human interaction.
- Processing phase - From now on, the travel assistance operation centers (OC) are processing the request and
- may request further information from the PAX regarding the segments and services they have claimed responsibility for
- fetch information from internal systems to see if services can be delivered at all
- may decide on if the service can be performed or is rejected
- may request a decision by special staff (e.g. doctors) , if the service can be performed or is rejected
- Collection phase - Once all information was collected and the service was considered performable, it may require money collection. In this phase the OC facilitates the money collection process. After this is performed the service is granted and the OC is monitoring and perfoming tasks to implement the service.
- Service delivery phase - During this phase the OC monitors the service delivery and performs actions to make sure that everything works out.
Interacting parties
Facilitating this process means constant interaction with parties involved. These are:
Patients
During the whole process, the PAX can use the PAX Portal to:
- file the travel assistance service requests
- see the combined status of the all the service requests, segment by segment
- provide missing information
Delivery partners
Once services are granted/confirmed, they are typically not delivered by the operation center (OC) themselves, but by delivery partners. OCs push information and tasks to them within the core process. The delivery partners use a PAX Service Delivery Partner Portal to:
- receive and confirm tasks
- confirm service delivery
- communicate with operation centers