Port of Dubai Marine Pilot Scheduling & Billing System Project Sponsor:Jim Flannigan, CIO Project Team:Tarik Williams, Troy Stone, Greg Hay

Business Need The unforeseen growth of the port of Dubai shipping industry has caused numerous scheduling and billing errors, causing improper use of resources and incorrect customer billing. The Dubai Pilot’s are in need of a scheduling and billing system which will allow them to better manage these business functions.

Business Requirements The system will be web based, allowing customers to either call operators who will enter customer information and request a boat pilot or request a pilot by accessing the system themselves. The system will assign the next available pilot the task, or report that no pilot is available for the request times. The customer will be given conformation of the requested time frame of when service will be available and a fee schedule. When the pilot has completed the request, the system will bill the customer for services rendered.

System functionality should include: The ability to have either an operator or customer submit a request via the web. The ability to have either an operator or customer submit a request via the web. The ability to produce management reports The ability to produce management reports The ability to sort schedule based on pilot, times, customers, and billing The ability to sort schedule based on pilot, times, customers, and billing The ability to bill customers The ability to bill customers The ability for customers to view their billing histories & current appointments online. The ability for customers to view their billing histories & current appointments online. The ability for customers to provide feedback. The ability for customers to provide feedback. The ability for customers to receive conformation that a request has been placed, and when service will be available. The ability for customers to receive conformation that a request has been placed, and when service will be available. Business Requirements (cont)

Business Value The Port of Dubai received over 200 customer complaints last year regarding missed pilot appointments and unsatisfactory billing. The current system has put a strain on employee activities and cost the Port of Dubai thousands in billing errors. The new system will provide the following benefits which will allow for increased business while cutting costs associated with schedule and billing activities;

Tangible;Intangible; Customer and employee satisfaction Customer and employee satisfaction Streamlined and accurate billing system Streamlined and accurate billing system Automated pilot scheduling system Automated pilot scheduling system Business Value (cont)

Special Issues/Constraints The new system should be in production by the end of the fiscal year.