AGTAAGTA PresentationPresentationBest PracticesBest Practices

SuperShuttleSuperShuttle TampaTampa BestBest PracticesPractices

What Makes What Makes SuperShuttle Tampa a SuperShuttle Tampa a Best Practice ModelBest Practice Model

Company backgroundCompany background Airport partnershipsAirport partnerships ReservationsReservations Technology Technology TicketingTicketing ConsolidationConsolidation Continuous improvementContinuous improvement

Company BackgroundCompany Background

Been in service since 1983Been in service since 1983 19 markets and 25 airports19 markets and 25 airports Fully owned by Veolia(October Fully owned by Veolia(October

2006)2006) Over 1000 12 passenger vansOver 1000 12 passenger vans Over 200 Sedans(ExecuCar)Over 200 Sedans(ExecuCar) Transports over 8 million passenger Transports over 8 million passenger

a yeara year

Airport PartnershipsAirport Partnerships

Ticket boothsTicket booths Staging areaStaging area Loading zones (4)Loading zones (4) Air conditioned waiting areasAir conditioned waiting areas Sole provider to geographical Sole provider to geographical

areaarea

ReservationsReservations

Central reservations Central reservations office(Tampa & Phoenix)office(Tampa & Phoenix)

11,000 calls a day11,000 calls a day 6,000 reservations a day6,000 reservations a day 24/724/7 Web reservations (3,000 per Web reservations (3,000 per

day)day)

TechnologyTechnology

SuperShuttle Dispatch System SuperShuttle Dispatch System (SDS)(SDS)

Map routingMap routing Auto dispatchingAuto dispatching Multiple fleetsMultiple fleets GPS trackingGPS tracking Manage by exceptionManage by exception

Map RoutingMap Routing

Van DispatchingVan Dispatching

Manage By ExceptionManage By Exception

Call Out FeatureCall Out Feature

Take cell phone numbersTake cell phone numbers Driver initiates call to guestDriver initiates call to guest Call is acknowledged by systemCall is acknowledged by system Auto message deliveredAuto message delivered

ETAETA On locationOn location

Where’s My VanWhere’s My Van

CentralizedCentralized Res gets vehicle distance upon Res gets vehicle distance upon

inquiryinquiry Computer communication to Computer communication to

local officelocal office Elimination of phone trafficElimination of phone traffic

WMV Look Up ScreenWMV Look Up Screen

TicketingTicketing Airport has provided booths and Airport has provided booths and

waiting areaswaiting areas Ticketing system has rates locked Ticketing system has rates locked

into systeminto system Selling a ticket initiates reservationSelling a ticket initiates reservation Dispatch then groups/routes Dispatch then groups/routes

reservationsreservations Turn by turn directions for driverTurn by turn directions for driver

Ticketing/Airport Ticketing/Airport DispatchDispatch

Turn By Turn DirectionsTurn By Turn Directions

Management ToolsManagement Tools

Real time informationReal time information Use of Nextels Use of Nextels Daily on time performanceDaily on time performance Daily airport wait time reportsDaily airport wait time reports Monitor passenger trafficMonitor passenger traffic

On Time Performance On Time Performance ReportReport

Wait Time ReportsWait Time Reports

New ImprovementsNew Improvements

Auto routing (May 2007)Auto routing (May 2007) Kiosks (June 2007)Kiosks (June 2007) Relocate Phoenix Rez Center (July Relocate Phoenix Rez Center (July

2007)2007) Tampa Rez Center expansion Tampa Rez Center expansion

(Sept. 2007)(Sept. 2007) Consolidated complaint resolution Consolidated complaint resolution

(Aug 2007)(Aug 2007)