Shell QGC Case Study – Fly2Work

Key problem and the need

The Shell-operated QGC venture is located in Queensland, Australia. QGC is one of Australia’s leading natural gas producers, focused on developing Queensland’s world-class onshore gas reserves.

The business requires a Site Travel system and support team to manage specialised FIFO chartered transport services (air and ground) to the wider Surat Basin area. Accommodation bookings are also managed through the site travel system. Approximately 3,800 traveller profiles require varying combinations of transport and accommodation out to the field for varying lengths of stay.

Up until 2015, Site Travel was managed through a complex system that posed a number of restrictions to the requirements of the Shell QGC business.

Limited Access to System

The previous Site Travel system was only accessible when the user was logged onto the Shell QGC business network, meaning that bookings and amendments could only be submitted whilst personnel were on shift. This created two major problems:

Firstly, the business experienced a high rate of no shows and go shows for transport and accommodation services due to the fact that travellers had restricted access the system to submit amendments (resulting in a high number of unused seats on transport services and unused accommodation rooms).

Secondly, there was therefore a requirement for team administrators to manage the site travel requirements for their teams (resulting in this becoming a full time job for many administrators). The business was required to issue contractors with a Shell QGC business laptop in order for their teams to access the site travel management system.

This site travel system did not allow for a library of important travel related documents to be stored. This meant that users had to search for site travel schedules /FAQ’s via the intranet while they were on shift.

Suppliers previously did not have direct access to the site travel management system to download transport manifests, therefore daily excel manifests were provided by the site travel team via email at the end of each day.

High Cost to the Business

The previous site travel system was costly to Shell QGC. The business was charged per profile upload which was quite difficult to budget for long term.

Due to the complexity of the previous system, a higher number of support and processing staff were required to ensure fast and efficient turnaround time of bookings.

Restrictive System

The previous site travel system involved a fairly lengthy process from the perspective of the support/processing team. It involved using three systems just to confirm a charter flight booking therefore the processing speed was slow.

The system also posed restrictions in regards to multi-sector transport segments.  This meant that the support team often had to manipulate bookings in order to meet the system requirements of IN/OUT transport.

Shell QGC did not purchase the SMS notification enhancement of the previous system due to the high cost. Therefore in the event of an emergency situation, travellers were individually phoned by the site travel team to advise of important information (eg. schedule changes/road closures).

System upgrades and enhancements were subject to the timeline of the previous supplier. Requests for enhancements also endured a lengthy approval process. Upgrades to the next version were also a mandatory requirement for all license holders to undertake (even if the upgrades were not desired by the business).

The previous system did not allow for tailoring of automated system emails (such as itineraries). Required information such as check in/out details had to be cut/paste on every itinerary that was issued.

The previous system only allowed for booking approvals to be switched on or off – not a combination of the two.

Solution requirement

In 2015, QGC went to tender for their Aviation contract which included the requirement for a software solution to manage the full travel requirements of their staff and contractors.

Fly2Work was successfully deployed in 2015 after many months of consultation and customisation to the platform to suit the operational requirements of Shell QGC.

Solution provided

An IONYX group company, Fly2Work was designed and developed to facilitate the management of FIFO travel and complies with the HSSE policies outlined by Shell QGC and their suppliers.
The Fly2Work system allows for Shell QGC to report on and effectively manage the utilisation of transport and accommodation services thus reducing overall costs related to site travel.

Our experienced team of travel coordinators provide end-to-end support for all system users.

Fly2Work has been delivering results for Shell QGC since its implementation in 2015.

Improved Access (now available via any Internet Enabled Device)

The Fly2Work portal is a web-based system, therefore is accessible using any device with internet. As users can now submit and amend travel on-the-go, Shell QGC was able to implement a policy whereby all travellers were to manage their own site travel. This saw a cost saving for the business as Administrators were no longer required to manage site travel on behalf of travellers.

Improved Tracking of Travellers (via live manifests)

The key objective of site travel is to track the movement of personnel and the live manifest feature enables everyone travelling on a Shell QGC charter service to be tracked.

Company Admins user types have the ability to view live manifests on all loaded transport services. Suppliers are provided with a login for Fly2Work to view live manifests, allowing them to process online check-ins and record no show’s and go show’s directly via the system. This allows the no show’s and go show’s to be rectified before the service has arrived at its destination.

Improved Communication

  • SMS notifications – Communication is paramount and Fly2Work has been designed with an SMS/email messaging function which enables real-time alerts, reminders and notifications. In the event of a schedule change or emergency the sms notification feature has proved invaluable on many occasions (this data can be recorded by requesting a response from the sms message).
  • Dashboard Message Alert – The system allows for a key message to be displayed on the dashboard which all users will see as they login

Testimonial: Mike Hopgood, Frequent User of Fly2Work:  “With introduction of the Fly2Work system, it is now much simpler to share my schedule with my partner as well as my supervisors.  The introduction of the SMS notification has also been great.  We are now better informed if there are delays or unplanned issues and with the consistency of one message to all travellers”.

The Fly2Work team won the 2017 Shell QGC Customers Service Award for Central Business Services. The teams excellence in communication was highly recognised by the business.

Cost Reduction

  • Administrators – The fly2Work system has reduced the requirement for Administrators to manage site travel requirements on behalf of their teams (due to the accessibility of the system to all users).
  • SMS reminders – These are issued to all manifested passengers on a flight service the business day before travel. This has seen a reduction on no show’s go show’s on these services. The SMS feature is also built into the Shell QGC agreement at no cost to the business.
  • Live manifest – The implementation of live manifests has also seen a reduction in costs due to the quick resolution of no show’s and go show’s. Accommodation bookings can therefore be proactively amended or cancelled before unnecessary room costs are incurred.
  • Waitlisting – Fly2Work has implemented a waitlist management service to ensure optimum utilisation of transport services
  • 24/7 access – As users are now able to access the Fly2Work portal anytime from anywhere, the number of no show’s and go show’s have been greatly reduced
  • Reduced number of support staff – The implementation of Fly2Work has seen a reduced amount of Fly2Work staff requirements due to the time efficient process of confirming and amending requests. The system also has the ability to automatically follow up bookings that are awaiting approval, once again reducing the workload of staff.
  • Licence Fee – The Shell QGC and Fly2Work partnership has seen a reduction yearly operating costs  in more flexible billing options due to the fact that Fly2Work invoices a set project fee (rather than per profile)

Simplified System

  • Quick turn-around time – due to the simple process to confirm and amend a site travel booking, the time taken to process is much shorter with Fly2Work.
  • Dashboard Design – easy to navigate design
  • Document Library – Quick access to schedules, user guides and FAQs via the Fly2Work portal
  • Calendar Link -Quick view of all future confirmed bookings
  • Smart phone Access – The Fly2Work weblink can be saved as a tile on the home screen of smart phone for quick access whilst on-the-go
  • Loading of Services – The Fly2Work system allows for simple uploading of transport and accommodation services. These can also be easily amended for special circumstances (for example service times can be amended in the event of a flight time change).
  • System Upgrades – Enhancements and custom features are managed within the in-house development team ensuring a very fast turn-around time. All testing is done in-house with no impact to the business.
  • System Implementation – Fly2Work offers fast implementation to the business with customised support and training depending on the client’s needs.

Testimonial: Mike Hopgood, Frequent User of Fly2Work: “in the past year or so, we have seen some significant changes in the travel space with the introduction of Skytrans service as well as Fly2Work team and new booking system.  The ability to efficiently manage my bookings from flights, transfers and accommodation is certainly much easier than it had been in the past.  All aspects of travel and accommodation have certainly become much easier and with much more visibility over the past 12 months“ .

Reporting

Simplified excel reporting is available through a tailored ‘quick-look’ dashboard design or through built-in adhoc reporting functions. The system provides a complete solution for reporting whether this be historical or future travel data.

Success of the implementation

Fly2Work was specifically designed and customised for the Shell QGC project. During the three year partnership, Fly2Work has provided a tailored solution for Site Travel by gathering client and field based employees feedback of past site travel management systems.

Shell QGC has been using Fly2Work for over three years with great success, and with maximum uptake from all users and Shell QGC contractors.

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