App:Travel Assistance Request Operation Center
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
The processes delivered in travel assistance service operation centers are always adhering to this process flow:
- Creation phase - Travel assistance service requests can be created by passengers (PAX) through PAX Portal instances. Each of these requests hold a travel itinerary consisting of multiple travel segments and a list of requested travel assistance services.
- Asssignment phase - The PAX Portal sends the travel assistance service requests to travel assistance operation centers. These operation centers claim responsibility for one or mulitple travel segments of the itinerary.
- Processing phase - From now on, the travel assistance operation centers (OC) are processing the request and
- may request further information from the PAXregarding the segments and services they were requested
- 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
Services 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