1. GSA Travel Management Information Service Key Performance Indicators Leif Waller, GSA Federal Acquisition Service 4/10/14

2. GSA Federal Acquisition Service Key Performance Indicators Today’s discussion: Key Performance Indicators related to traveler decision making. What are the critical decisions travelers make? Planning and booking Traveling Post-Trip What are the “right” choices?

3. GSA Federal Acquisition Service Survey: your last business trip

4. GSA Federal Acquisition Service Advanced Reservation It can save money to book in advance, even and especially when booking contract fares. Deep discount contract fares (“dash CA”) more likely available booked in advance, savings average 35% per flight. If allowed to reserve restricted fares, savings estimates consistently around 30% but often require early booking. CWT Travel Management Institute estimates travelers wait 8 days between identifying the need to travel and actually booking their tickets.

5. GSA Federal Acquisition Service Advanced Reservation

6. GSA Federal Acquisition Service _CA Use Same benefits as YCA fare, but at lower price. Capacity controlled! These fares become less available the longer a traveler waits to book.

7. GSA Federal Acquisition Service _CA Use

8. GSA Federal Acquisition Service Hotel Visibility The best way to ensure in-policy hotel stays is for travelers to book in ETS or with TMC. – GBTA/Concur Survey, 2013: out-of-policy travelers spent $58 more per day than in-policy travelers. “Hotel visibility” provides a measure of how often travelers are booking hotels in channel.

9. GSA Federal Acquisition Service Hotel Visibility

10. GSA Federal Acquisition Service Compact Car Rentals A very nuanced measure, treat with caution! Compact cars are prices significantly less than alternatives, and often are adequate for most business travel. Like hotel data, depends upon channel use.

11. GSA Federal Acquisition Service Compact Car Rentals

12. GSA Federal Acquisition Service From Measurement to Management Travel management function critical to effectiveness: – Measures are directional and rarely straightforward – Understand potential causes, direct further research – Coordinate management: policy, training, communication Once 30% has been cut, efficiency and smart travel become more critical

13. GSA Federal Acquisition Service Staring at the dashboard… 13