Reframing Travel Management: New Approaches to Aligning Travel Programs with Business ... · Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal,

Reframing Travel Management: New Approaches to Aligning Travel Programs with Business Goals

Scott Gillespie

James Trani

About Us

Scott Gillespie

Head of Analytics

Airlines Reporting Corporation

Leading expert in travel procurement and traveler friction

Author, speaker, trainer to the business travel industry

MBA, University of Chicago

BS, Arizona State

James Trani

Vice President – Global Solutions

UnitedHealthcare Global

Specialist in international insurance, assistance and security resources

Conducted over 100 hours of global Continuing Education

BA, College of the

Holy Cross

If you were

designing a

travel program…

…what would be your main goal?

© Airlines Reporting Corporation (ARC)

All Rights Reserved.

To get a positive business impact!

(which means focusing on your road warriors)



Road warriors are those who travel at least 35 nights a year.

Why focus on road warriors?

~10%

of all

Business

Travelers

~50%

of all

Travel

Spend

~80%

of all

Travel

Value-Add

Source: ARC Data, tClara analysis; value-add is Scott Gillespie’s estimate


All Rights Reserved.5

Source: [email protected]

Trip

StartedTrip Ended

Traveler Friction



*Averaged across 10,564 travelers who each were at or above the 75th percentile for each

metric shown above as measured by the ARC 2015

Trip Friction® Benchmark Database, covering 110,000 travelers in 2015

What does traveler friction look like?

10% of All

Travelers*

35 Trips

138 Time Zones Crossed

88 Nights Away

(4 Work-Months)

267 Flight Hours,

Nearly 7 Work-Weeks

88% of Flight Hours

in Economy Class

62% of Flight Hours, or

~4 Work-Weeks,

on Personal Time

Trip Success Retention Wellness

Can you improve any of these outcomes?



“Achieving

Better

Business

Travel

Results”

October 2018https://bit.ly/2Nq8HC5

Trip Success

Attrition Risk

Traveler Burnout

Traveler Wellness

Based on this study’s findings, yes!

To register and download



Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara

We compared results from 742 U.S.-based road

warriors managed by different types of travel policies.

Do travel policies matter?

Traveler-

Focused

Policies

Cost-

Focused

Policies




57%66%

Cost-Focused Traveler-Focused

Want higher trip success rates?

Traveler-focused policies are better.

Share of trips rated as mostly or very worthwhile




33%

17%


Want lower two-year attrition risk?


Average self-estimated probability of leaving within the next two years




35%

17%



Want fewer negative health impacts?


Share of travelers who say travel has negatively impacted their health



Business Class 6+ Hours

Diet, Exercise

What is most

important for

Trip Success?

Better Sleep

Overall




What is most

important for

Business Class

Use Less Personal Time

Better Hotels

Retention?




What is most

important for

Better Sleep

Healthier Meals

More Time to Exercise or Relax

Wellness?© Airlines Reporting Corporation (ARC)



Trip Success

Retention

Wellness

Leading companies are

re-designing their travel programs



+50%

Did you know?

More than 50% of travelers report getting sick while traveling overseas

Illness and disease:

• Digestive system (e.g. traveler’s

diarrhea)

• Respiratory tract infections and

influenza

• Musculoskeletal, connective tissue

• Circulatory system

• Mosquito-born illnesses (e.g. zika,

malaria, dengue fever)

• Pregnancy, childbirth

Challenge #1Protective measures used to support expatriates and global travelers have not kept pace with increasing global

mobility and heightened global risk.

57%60%

…do not provide pre-assignment health checks.

55%

…do not provide access to pre-screened health care facilities or

even health advice relevant to the assignment country.

…believe they need to find new ways of dealing with health and security risks.

…believe instability in global markets will increase over the next 3 years.

…believe their current spend on health and wellness for global workers is effective in improving their employees’ performance overseas.

96% 50% 67%

ChallengeProtective measures used to support expatriates and global travelers have not kept pace with increasing global

mobility and heightened global risk.

…do not have emergency protocols in place prior to

assignment.

4 out of 5

…people are concerned

about their ability to

make health care

decisions.

Health Care

Insecurity

“…the lack of accurate

information and

understanding of

how health care

systems work

negatively impacts

confidence, behaviors

and decision-making

about health care.

The result of

misinformation over

time is unfounded

perceptions that

undermine

confidence…”.

Physical

Health Impact

May delay or discourage

individuals from seeking

treatment or preventive care.

Emotional

Wellbeing Impact

May limit a leisure or

business trip, resulting in a

sub-optimal outcome or

experience.

Psychological

State Impact

May drive undue anxiety

and stress (e.g. ongoing

concern about crime or

terrorism risk).

Organizational

Impact

Reputational damage to

the company and global

mobility program due to

poor health care

experiences.

Challenge

Misinformation and myth

breeds sub-optimal decision

making

Dedicated Assistance

Multi Lingual Support

Culturally Sensitive Health Options

Local Market Intelligence & Quality Access

Whole Person Care

Assignment Readiness

Encircling employees with infrastructures,

communications systems, and

operational protocols

To deliver a seamless,

end-to-end experience

Encircling Members

Requiring the right support and tools at the right time

Dedicated Assistance and Resources

Support that spans the entire journey to ensure successful outcomes

On Assignment

Emergency

Response

Case and Condition

Management

Intervention Emergency

• Engage with local providers and facilities

to help manage your employees’ health care

• Focus on access to the highest quality care

• Seamless decision-making and processes for

medical care

• Communication with the individual, employer, and

family members (as appropriate) to discuss care

options

• Prioritize the health interests of your individual

employees over any financial considerations

Quality Vetted

Local Resources

Virtual Benefit

Utilization

• One number to call

• 24/7/365 Customer care helpline

• Live, trained professional every time

• On-line chat & secured email

correspondence

• Multilingual resources

• Personalized resources for chronic

condition management

• IEAP resources

• Virtual health capabilities

Assistance and Support

Pre-Trip Wellbeing and

Safety Education

Pre-Trip Health

Preparation

Pre-Assignment

• Health assessments and vaccinations

• Destination specific advice and counsel

• Local market medical/security intelligence

• Onboarding and benefit plan education

• Monitored care quality in the local markets

• Regular provider and facility site reviews

to assess the quality of care that can be

provided

• Health and wellbeing portals and apps

Awareness

The personal, health care, financial and

partnership challenges faced by global

travelers and multinational

organizations are unique and specific.

1

Left unaddressed, these challenges breed

health care insecurity and add complexity to

global mobility programs that can directly

impact assignment success rates and ROI.

2

Globally integrated solutions that

provide whole person care, ongoing

support and education as well as

streamlined vendor management

options are key to reducing

complexity and extraneous costs

associated with global health care.

3

In Summary

Key insights and takeaways when reviewing global risk exposure

2

Is it integrated?

3

Is it easy to understand and use?

1What’s covered?

• Coverage (Medical, Dental, Vision, Rx, Life / AD&D, LTD)

• International Coverage / Network / Administrator

• U.S. Coverage / Network / Administrator

Coverage included for expatriate, inpatriate and Third Country National insurance program(s)

International travel coverage offered

• Medical

• Accident

• Other

Global assistance/evacuation resources part of the plan or purchased separately

• Integrated

• Standalone

Communication strategy for employees

Y N Name of Vendor(s)

• Initial Outreach

• Ongoing Touchpoints

4

Which department(s) are involved?

Checklist

How do your global solutions stack up?

Thank you!

Scott Gillespie

Head of Analytics

Airlines Reporting Corporation

[email protected]

James Trani

Vice President – Global Solutions

UnitedHealthcare Global

[email protected]

We’re glad to connect on LinkedIn!

mailto:[email protected]

mailto:[email protected]

Documents

Reframing Travel Management: New Approaches to Aligning Travel Programs with Business ... · Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal,