SARA.Core (Special Assistance Request Management Suite)
This service bundle for medical operation centers (MOC) contains services, which enables their staff members
- to define services, service availability and dependencies and
- to process all necessary tasks to clear or reject the special assistance requests and
- coordinate the fulfillment of the special assistance requests
- get statistics for the performed work and delivered services
Core process within the MOC
Once the request has been created by passengers (PAX) through an instance of a PAX Portal instance, the passenger digital contacts the operaton center (OC) digitals with its request.
- Claim phase - Once a MOC digital has claimed a service-segment of the itinerary with the travel assistance service request, the MOC can start processing these segments.
- Processing phase - From now on, the travel assistance operation centers (OC) are processing the request
- 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 for one or all segments can be performed or is rejected
- may request a decision by special staff (e.g. doctors) , if the service can be confirmed (partial fit-to-fly) or is rejected
- Collection phase - Once all service requests have the fit-to-fly status, the processing phase is completed and the collection phase for chargeable services start. In this phase the OC facilitates the money collection process. After this is performed the service, the services are confirmed (status: HK/KK). After money has been collected, the cancellation request from customer side may not be free of charge.
- Service delivery phase - During this phase the OC monitors the service delivery and performs actions to make sure that everything works out.
- Controlling phase - In this phase information relevant for controlling is added to the special assistance request.
- Archive phase - The cases are archived and are used for reporting (e.g. fiscal)
Contained services
The service bundle contains these services:
- Travel Assistance Request Operation Center - the main tool for processing the travel assistance requests
- Travel Assistance Service Request Operation Automation Engine (SARA Engine) - the background service, which automates and processes background tasks within the operation centers
- Service operations flow designer - allows the definition of internal process flows for each supported service/service-flavour by the supported carriers and tasks/actions associated with these events.