Amtrak 2012 Annual Report Download - page 62

In FY11, E-Ticketing was introduced on the Auto Train allowing for electronic check-in and lift
of Auto Train tickets. In addition, in FY11 the Conductor Mobile Device was introduced in a
pilot phase on the Downeaster route where Conductors scanned paper tickets to validate the
connectivity and revenue collection processes associated with the solution.
In FY12, E-Ticketing will continue the pilot on the Downeaster route by introducing Print
Anywhere allowing customers to print or display their travel documents using the print/display
method of their choice. The pilot of the Conductor Mobile Device and the Print Anywhere
functionality will be extended to the Capitol Corridor and City of New Orleans routes in 2Q12
with national rollout planned for July 2012. Planning continues for the resources to deliver a full-
day training course to 2,000 conductors/assistant conductors throughout Amtrak’ s system. This
training will be scheduled so as not to impact daily train operations and will take 4 to 6 months to
complete. Implementation of software changes to support eVouchers, modifications to partially
traveled itineraries and revised refund policies will also take place in FY12.
Once complete, this program will reduce costs associated with ticket pouch processing in El Paso,
increase revenue through improved release of no-show space for down line sale, reduce fare
evasion, improve the customer experience, and improve passenger manifest accuracy, further
addressing NTSB recommendations.
E-Commerce / Customer Experience Programs $3.2M
o Build In-Path Push Notification Platform - $1.0M: This project will build a platform to allow
customers to subscribe to receive timely notification about the status of their trip
o Fix Train Cancellation - $1.0M: This project will allow for the accurate capture of train status
information so that it can be pushed to mobile customers and displayed accurately on all our
distribution channels
o Build Android App - $0.3M: This project will develop the Android version of the mobile rider
application to allow more of Amtrak’ s customers the ability to take advantage of E-Ticketing
mobile technology
o Create e-Coupon Technology - $0.5M: Phase 1 of e-Coupon functionality will allow Amtrak to
offer targeted, single use promotions. The project will further develop requirements for
additional e-Coupon functionality including the ability to upgrade electronically
o Enhanced Mapping Functionality - $0.4M: This project will expand map functionality to use
localized content to provide additional information about local transit; areas of interest; local
restaurants and attractions to customers
On-Board Programs Technology - $8.6M
o Point of Sale System (POS) - $8.6M: The POS project will result in an integrated end-to-end
system to automate and streamline food and beverage operations through deployment of an on-
board POS system in cafes and dinners. This system will be linked to commissary and warehouse
systems, thereby allowing real-time food and beverage management and tracking. The new
technology will drive financial performance improvements by aligning business practices with
hospitality industry best practices, improving access to and reliability of data, increasing
employee productivity and job satisfaction, enhancing inventory controls, enabling pricing
flexibility and product differentiation and increasing cost recovery based on sales data analysis.
Expected annual steady-state benefits of the project range from $5.0M-9.0M per year. These
benefits will be derived from costs savings resulting from:
 Reduction in labor cost associated with Lead Service Attendant and El Paso F&B support
staff;
 Lower inventory cost due to reduction in shrinkage and increased inventory;
 Reduction in ARAMARK costs due to elimination on manual data entry and more
streamlined receiving and picking process.
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