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ENG_CID Globalización de Servicios de Viajes

By Martha L. Gutierrez

Vivian Nunez

on 3 August 2015

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Transcript of ENG_CID Globalización de Servicios de Viajes

COF Travel Agency Implementation

Phase 4: Central America, Mexico and Dominican Republic
COF Travel Services
For the Traveler:
Consistent service delivery.

Access to self-booking tools.

Access to mobile applications.

Ability to make both airline and hotel reservations through the travel agency.

Emergency service after hours.

Seamless integration of technology (single source of information).

Expected Benefits of Globalization
Technological platform managed by Ultramar.
System monitoring for customer service.
Single reservation system.
Global Portal.
Centralized management of the Bank’s travel policy.
Consistency in the management of information and reporting.
Unified form of payment.

Local/Regional Service with Centralized Management

Fragmentation of the travel program.
41% of Country Offices have contracts with travel agencies.
59% without formal contracts.
Payment for travel services is not standardized (transaction fee, commission retention).

The Bank’s Hotel Program and Airline corporate rates are not being utilized.
Most of the agencies are not able to provide after hour services.
There is no assurance of consistent application of the travel policies and procedures.
For COF:
Access to global airline discounts (expected cost savings 8-12%).

Consistent application of travel policies.

Improved reports.

More streamlined travel invoice reconciliation.

More transparency by travel agencies when presenting costs.

For IDB:
Better access to travel data for decision-making.

Consistency in reporting and metrics (globally, regionally, locally).

Fast and accurate traveler tracking in emergencies.

Phase 1:
Launch: March 26, 2015 (implemented) Argentina, Chile, Paraguay and Uruguay.

Phase 2
Launch: June 19, 2015 (implemented) Brazil.

Phase 3
Launch September 30, 2015 (scheduled) Ecuador, Peru and Venezuela.
Launch October 15, 2015 (scheduled) Bolivia, Colombia.

Phase 4
November 2015 (release date pending).
Central America, Mexico and Dominican Republic.

Change Management

Management Support

Strong Involvement of COF Leaders


Important Dates for CID
July - August:
Exploratory Visit:

Santo Domingo: July 16-17
Mexico: July 20-21
San Salvador: July 22-23
Managua: July 24
Guatemala: July 30-31
Belize: August 3
Tegucigalpa: August 5-6
San Jose: August 7 & 10
Panama: August 11-12
September: Survey CID staff
November: Comprehensive CID Training
November: Launch

Phase 5
Q1 2016 Caribbean countries, Surinam and Guyana.

Testimony of Beatriz Genes Administrative sector – Paraguay-

Patricio Cortes testimony
RPA - Chile

With Ultramar we have seen a number of important benefits like a better understanding traveler needs and preferences and better service delivery, which is allows us to optimize resources for increased efficiency. The most important benefit has been IT access to on-line reservations.

In other words, we have noticed that well implemented information technologies result in better interaction between airlines and hotels, achieving benefits for all.”

Travel Services Globalization
Verónica Adler
Housing / Urban development Specialist
Marcos Olmedo
RPA- Argentina
Sofía Salvagno
RPA - Uruguay

Travel Services Globalization


Project Presentation.

Meetings with Representatives and RPAs to discuss objectives and possible challenges.

Exploratory visit to understand the services currently provided, and the needs and expectations of travelers.

Validate service requirements, including unique conditions in the local market.

Hotel inspections.

“We are satisfied by the change and like to see happy travelers"
Analysis of the travel program
Review of policies, processes and practices.

Travel Services Globalization
Observation of the Office of the General Auditor (AUG).

2013 bidding process to consolidate travel agency services.
Evaluation committee consisted of representatives from various sectors of the Bank (COF & HQ).
Ultramar Travel was selected.

HQ Implementation:
April 16, 2014

COF implementation:
2015: Phase 4
2016: Phase 1

Difficulty in calculating the Carbon Footprint for reporting.
The safety of our staff is essential. Not all travel agencies have the technology to locate and contact travelers in case of an emergency.
Full transcript