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D13 OnTour: ESPRIT Project No. 26956• Similar to the automated processing of vacant services and the extraction of data bydifferent criteria, the processing of booking confirmations should be designed in a lessexpensive way (especially for direct clients).• The OnTour module for the destination agencies should contain functions for the generationof vouchers respectively substitutional media. This functionality has to includemechanisms to prevent manipulations as they have to be faced in today’s paper forms.Information quality• Today Necan’s advertisement media do not allow an up-to-date presentation of offers;especially short-time announcements are difficult to publish. The needed media (Internet)should distribute the information quickly to a lot of possible customers.• In order to reduce the effects of overbooking, Necan requires reliable and explicitbooking confirmations from their suppliers.Direct communication between service provider and client• To distribute information about special offers in a less time consuming way a functionalityfor the inhouse-handling and the direct communication between service providerand client is needed.• The OnTour solution should provide a platform supporting the direct communicationbetween Necan and its clients. The solution should also offer the possibility to ask forindividual information during the preparing and booking of a journey.• Finally, Necan needs access to assessment data from tourists about the service qualityof suppliers. Therefore, the OnTour solution should support the capturing of assessmentsand their validation.4.1.2 Moser ReisenBased on the drawbacks described in D12, Moser would expect the following problems tobe solved by tools developed in the OnTour project.Information flow and quality• Collection and exchange of tourist informationRetrieving and screening information on supplier products cannot be efficiently performed.Product descriptions can only be found in various mostly paper-based mediaand are of inconsistent quality and format.This information is crucial not only for the long-term product policy of an agency andan operator, but also needed for adequately consulting clients in a sales talk.Requirements:The needed information tool must have the following specifications:- Easy to use by untrained personnel and by customers under the guidance of agencystaff.- Consistent structure of information for easy retrieval.7 June 1999 D13V04S3 Page 10
D13 OnTour: ESPRIT Project No. 26956- Information should be published in defined formats for re-usability in local systemsand applications. This includes both field formats (prices, dates etc.) and mediaformats (QuickTime, jpeg, pdf etc.)- Information should be reliable concerning quality (credibility) and actuality.• Checking availability and bookingReliable availability checks and definitive booking should be made possible paralleland alternative to electronic reservation systems. These processes must be based on reliableand secure electronic transactions, which on the other hand are not too complicatedfor unexperienced staff.Requirements:- Exchange of predefined data which can be used by the IT systems and applicationsof both the client and the supplier.- Definition of and access to all relevant data- Immediate feedback (“in progress…”) and short term confirmation.- Use of tools for secure identification (electronic signature)- Clear and understandable human computer interface, based on defined and commonlyaccepted design guidelines.• New methods of document flowElectronic documents should replace vouchers and tickets, which are costly in production,distribution, collection etc.Electronic travel documents could be transferred easily between members of the supplychain. Vouchers for instance could be sent from the tour operator to the agency by e-mail.Portability and handling for the traveller (tourist or tour-guide) would be granted bystoring these docs on chipcards.Requirements:- Evaluation of possible media available: special card for travel document, hosting byregular bankcards (conditions Europay?), co-branding with credit or club-cards.- Survey on existing/necessary hardware infrastructure (new readers, use of existingquick-terminals)- Definition of generic dataset suitable for all kinds of travel-docs- Legal conditions (validation, identification)- Stopgap strategies for emergencies (card broken, lost, containing wrong data)• Electronic publishing of tourism informationThe possibility of publishing information of tourism offers on electronic media shouldbe made available to SMEs. This both would facilitate information gathering for agen-7 June 1999 D13V04S3 Page 11
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