Amtrak 2012 Annual Report Download - page 61

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Summary of Changes from FY11 to FY12
$ Millions
FY11 Total Actual $288.8
Chan
g
es to Base Activit
y
$5.3
$1.1
$2.9
$0.9
$2.1
$0.5
$0.5
$7.1
($2.9)
($0.4)
($0.7)
$0.1
$16.7
$305.5
New Activit
y
($1.6)
($0.9)
($2.5)
FY12 Budget before Reductions $302.9
FY12 Reduction ($47.5)
FY12 Final Budget $255.5
Base Activity Increase/(Decrease) from Prior Year
Food & Beverage Onboard
Passenger Inconvenience
Wages & OT (primarily driven by increases in Amtrak Guest Rewards, increase in average talk time, faster average
speed of answer to improve customer service)
Employee Benefits and FELA
Advertising and Sales Promotion Base Increase
Professional Fees (reduction in ad-hoc market surveys and brand guidelines for current and new logos)
Data Processin
g
Other
Inflation of Prior Year ex
p
enses includin
g
labor
Salaries
(p
rimaril
y
lower than ex
p
ected vacanc
y
rates and increased market rate for new hires
)
Food & Bevera
g
e Commissar
y
Outsourced Contract
Office, Facilities and Communication Expenses
Total FY12 Base Activity
Wage & OT (primarily due distribution booking channel shift and implementation of contact center booking fee)
Total FY12 New Activity
Employee Benefits and FELA on Wage & OT on decrease above
Capital Projects: Marketing & Product Development
$ in millions
PROGRAM TITLE GCAP
STATE &
LOCAL /
OTHER TOTAL
e-Ticketing 7.9$ -$ 7.9$
E-Commerce / Customer Experience 3.2 - 3.2
On-Board 8.6 - 8.6
Pricing 0.5 - 0.5
Customer Service 3.0 - 3.0
TOTAL 23.2$ -$ 23.2$
E-Ticketing Program - $7.9M
o E-Ticketing - $7.9M: The focus of the E-Ticketing program is to reduce manual intervention in
the ticketing process, improve safety and security, and improve productivity and efficiency
leading to cost savings. This project will transform ticket validation and revenue accounting from
a paper based system to an electronic one. The core reservation system changes completed in
FY10 resulted in electronic ticket reservations being generated for 95% of sales, enabling
automated ticket exchanges in the event of service disruptions. It also enabled Amtrak.com
customers to modify their reservations online for the first time, reducing the need for agent
assistance to handle customer initiated changes in travel plans. These changes yielded savings of
30 full time equivalent (FTE) positions in the Call Centers. Paper tickets will continue to be
issued until completion of the next phase which introduces Conductor Mobile Devices.
FY2012 Budget Post Board 1.20.12.doc 61 of 79