duty of care - smarttrack brochure
TRANSCRIPT
SMART track an introduction to duty of care
Assess Locate Communicate
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The definition of ‘duty of care’ is “a moral or legal obligation to ensure the safety or well-being of
others”. This is of particular importance in the arena of travel management, as the travelling
employee is the responsibility of his or her organisation. Responsible travel management far
precedes an ethical or moral obligation to procure sustainable suppliers, or provide medical
vaccinations, and is now considered a legal formality under the Corporate Manslaughter and
Homicide Act 2007.
The Corporate Manslaughter and Homicide Act 2007 marked a pivotal moment in law, coming
into force 6 April 2008. The Act clarifies the criminal liabilities of companies, regardless of size,
where serious failures in the management of risk, health and safety result in a fatality or a gross
breach of duty of care. Any organisation who has failed to implement the necessary processes to
protect their travelling employees could lose up to 10% of their overall annual income, if found guilty
in a court of law. There are no sentences of imprisonment for a breach of duty of care, however a
damaged reputation and financial cost attached to having such a conviction secured against a
company is significantly larger and arguably more damaging than a prison sentence.
It is critical that every travel policy includes a health and safety section to ensure that employees
are protected and supported whilst travelling. These processes will not only protect the security of
the employee, but it will allow the business to legally prove that the necessary steps have been
taken to fulfil their duty of care. To achieve a robust risk programme, an organisation has to ensure
that full training, risk assessment, traveller tracking and support have been introduced where
possible, and consequently be administered and maintained in a manner that could potentially
produce an auditable log of events for each and every trip undertaken by the traveller.
What is duty of care?
Responsibility Risk Management Teamwork
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Business travel inevitably involves a certain element of risk for travellers as they encounter a wide
range of factors out of their control. These factors can range from severe weather, political or civil
unrest, natural disasters, exposure to disease, and technology failings; and whilst many of these
are unpredictable to a degree; there are certainly steps that can be taken to ensure an
organisation delivers their duty of care, ensuring travellers know what landscape they are entering,
and what steps can be taken should an emergency arise.
The three main areas of any robust risk programme are:
These elements can be summarised by ensuring that designated security personnel or travel
managers are educated on how to locate travelling employees, are aware of the risks to personal
safety before a trip is undertaken, and able to communicate with employees at all times,
particularly in times of emergency.
What is a risk programme?
Research and risk assessment
Detailed, location-specific security, social, political and civil sensitivity
issues made known to each traveller
A strong communication procedure, promoting travel security, risk
awareness; and health and wellbeing
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SMARTtrack is Business Travel Direct’s traveller tracking and communications platform, allowing
our clients to fulfil their duty of care towards travellers and communicate key messages aligned to
their company culture.
Powered by industry leaders, Concur©, SMARTtrack provides far more than a standard map-view
of where your travellers are. Many tracking systems within the corporate travel industry simply
deliver a single location of each booking made through their system, and do not provide thorough
risk assessment, a robust communications platform, or location-specific information to each
traveller; all of which are critical for a strong risk management programme. Simply knowing where
your travellers are in the world is not enough, and that’s why our SMARTtrack system is becoming
industry-leading technology for duty of care fulfilment.
SMARTtrack provides a global view of our travellers’ locations, even if the booking hasn’t been
made through us.
The map-view provides a detailed, informative account of each country, summarised by cultural,
political and social information, and a risk/threat level as defined by international newsfeeds. The
functionality of the world map is designed to be efficient and user-friendly, operated by colour code,
and by hovering the cursor over the location to view the location summary.
The information available in SMARTtrack is provided by international newsfeed, Riskline™,
overseeing over 160,000 news sources, in 220 countries worldwide, 24/7. This means that
SMARTtrack receives the most relevant world information, day or night, automatically feeding into
the system. Every traveller in SMARTtrack is subsequently risk assessed against Riskline’s
newsfeed, providing a thorough impact-assessment and destination intelligence 24/7.
Introducing SMARTtrack
Tracking & Risk Assessment
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To minimise our response time to an incident that has the potential to impact our travellers, we can
use SMARTtrack’s sophisticated, granular search method. Data from our offline consultants and
online booking tools automatically syncs every 20 minutes, ensuring that the information stored in
the system is up to date; this includes travellers’ most current contact details and locations.
There are two streamlined ways in which we can determine how many, if any, travellers we may
have in any given area at any particular time:
Flight number
Hotel supplier
Town/City/Country
Kilometre radius of an incident
Geographical risk level
Political unrest
Severe weather
By drawing a geographic fence around the location of an incident, SMARTtrack can immediately
identify anyone within a designated km radius who may be affected. This process takes a matter of
seconds, significantly reducing our reaction time in the case of an emergency. SMARTtrack will then
provide us with a full, detailed impact assessment of travellers within the affected area, allowing us
to send an alert to their phone via SMS or email within seconds.
Filtering
Geo-fencing
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Unlike many duty of care or tracking systems, SMARTtrack has a unique capability to collect booking
data from a variety of channels, regardless of whether the booking was originally made through us.
Business Travel Direct fully supports clients who are moving into an ‘open booking’ platform,
whereby bookings can be made through a variety of media and often outside of the traditional travel
management arena; namely, online, in an app via a smartphone, or even directly with the supplier.
This data is particularly valuable from a duty of care perspective as traditionally, many travel
management companies simply do not have the tools or capability to track this data financially, or
for risk management purposes, and open booking data is often lost or listed as ‘leakage’.
Our system is different. It captures data for risk management from a number of sources; our own
online booking tools, our offline consultants, the Global Distribution System, outside travel bookings,
HR Data Feeds, smartphone apps, and TripLink© to name just a few. All we’d need is your email
confirmation or reference number, and SMARTtrack will automatically sync the data, providing you
with complete duty of care fulfilment and real data in real time.
SMARTtrack has two channels of communication that can be used to alert a traveller to a potential
nearby risk. If an incident occurs that has the capacity to impact the health and safety of a traveller,
SMARTtrack will automatically send out a notification via SMS or email, alerting the traveller to the
issue. The message information, produced by Riskline, will be a detailed account of the nearby
event, ensuring the traveller is aware of the potential problem if they are not yet already.
For customers that choose a higher level of duty of care fulfilment, SMARTtrack has the capability
for Business Travel Direct to send a tailored travel alert to the individual(s) potentially affected,
including a number to call or a process to follow. The traveller will receive this message via SMS or
email, and can respond accordingly.
Communication
Open Bookings
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SMARTtrack is designed to ensure travellers receive communication and advice instantly to their
phone and consequently are completely aware of the potential issues they are facing.
The SMARTtrack communication platform is highly advanced and can
accommodate a two-way messaging system, for travellers to text or email
back with confirmation that they are safe, and have read and understood
the potential nearby risk, ensuring our clients can account for each of their
travelling employees in the case of an emergency.
Business Travel Direct can access a message-tracking functionality from
the system within seconds, ensuring that the relevant communications
have been sent, delivered and replied to by using a search system, or by
tracking the messages with a single, colour-coded map.
SMARTtrack provides our clients with a key word
functionality, allowing travellers instant access to important
information straight from their mobile phone. These key
words can be pre-defined by each client during the
implementation process, and offer a streamlined approach
for the user to gain necessary contact details or assistance
within seconds.
HELP
If you require our assistance, please call the BUSINESS
TRAVEL DIRECT team on 01895 450701 or email your travel team
TAXI
The number of your preferred taxi
supplier is 01273 204060
OFFICE
The nearest office to your location
is Head Office, located on 38 Market Square, Uxbridge,
Middlesex, UB8 1NG, 07895 450701
Key Word Messaging
Two-Way Communication
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Tailored messages can be designed by each client that drive business and travel objectives via
SMS or email. Whether it’s cost-saving initiatives or Best Practise, SMARTtrack can store and
automatically send communications to encourage compliancy to travel policy in a streamlined,
efficient manner; sending the right messages, at the right time, to the right people. These messages
can be discussed and input into the system during the implementation process, and are designed
to be sent at the precise moment a traveller would need to read them, dynamically bringing your
policy to life and positively influencing travelling behaviour.
For example, a traveller landing in Oslo Airport, Norway, at 12.15pm could receive a text to their
mobile phone within 15 minutes of landing, gently reminding them that whilst a taxi from the airport
to the city centre will cost approximately €40, the tram takes just 20 minutes and costs only €7.
Time efficiency is a key priority for many travel policies, and some organisations may choose to
send out alerts for delayed or cancelled transport arrangements. A cancelled flight may cost your
employee(s) 3-6 hours of the working day; time that would be better spent elsewhere. A simple,
triggered SMS message or email alerting the traveller(s) to the cancellation alongside a contact
number to call for alternative travel arrangements, is both cost and time efficient; encouraging
productivity and relieving the burden of travel delays or cancellations for the traveller.
Compliance & Best Practise Messaging
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Business Travel Direct believes that one of the most important functions we can offer our clients is
robust duty of care fulfilment. We also understand that organisations have many different
requirements and may prefer to handle their risk management programme internally, using a team
of committed advisors. That’s why SMARTtrack can be implemented onto your own system,
enabling you to use the multitude of risk and communication functions specific to your needs.
Your SMARTtrack provides all of the functions above, plus some highly specialised tools that are
designed to ensure you have full capability to manage your own risk management programme and
provide added security to your global travelling workforce.
We’ll provide a full training programme to allow you to understand SMARTtrack and use it to its
fullest potential, alongside providing you with support from over 600 developers worldwide.
Your SMARTtrack
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Gold, Silver and Bronze Tiers
Gold – Price on Application
Traveller Tracking Pre Travel Advisories Alerts Two Way Messaging Full Access to Your SMARTtrack Destination Services Best Practise/Policy Messaging and Rules Full Training and Support
Silver – Price on Application
Traveller Tracking Pre Travel Advisories Alerts Full Access to Your SMARTtrack Full Training and Support
Bronze - Free
Traveller Tracking Pre Travel Advisories Alerts
For more information on how SMARTtrack can provide you with exceptional duty of
care fulfilment and risk management, please contact Business Travel Direct or ask for
an online demonstration:
Business Travel Direct, 6th Floor Armstrong House, 38 Market Square, Uxbridge, Middx, UB8 1NG
01895 450701 [email protected]