Overview

The customer is a large government organisation who appointed CTM while in the process of implementing significant Machinery of Government (MOG) changes. CTM’s experience in managing large implementations was paramount when dealing with complexity, timelines, varying levels of mandate, and of course the breadth of travel requirements (scope and scale) across individual departments.

Challenge

• 110 agencies existed under the agreement, of which 73 were mandated agencies and 37 were non-mandated.
• The premier instructed 48 of the mandated departments to be consolidated into 12, impacting 80% of the overall TTV.
• Due to the merge taking place over the implementation period, CTM provided multiple rounds of training as each consolidated department and its unique requirements came online.

Solution

• CTM recognised that efficiency resided in the opportunity to transition the 85 smaller volume agencies, many of whom were non-mandated.
• Agencies completed a minimum of documentation and face-to-face meetings to finalise possible inclusions over and above the baseline of service.
• CTM provided a thorough demonstration addressing the technology offering, including the CTM Portal and Lightning online booking tool.
• For large mandated Agencies, implementation was based on tailored implementation, communication and change management planning.
• For larger non-mandated Agencies, CTM followed a more traditional sales process of communication, qualification and alignment.

Result

• 100% of Agencies implemented within 3 months
• 45% increase in program adoption rate compared to the incumbent TMC
• 100% of Agencies took up the option of utilising the CTM Portal, with with the majority selecting Lightning as their OBT
• $750k identified in unused ticket credits with the incumbent TMC