Air Mobility Command Passenger Reservation Center System Analysis

The Department of Defense (DoD) has undergone downsizing in an effort to comply with President Clinton's directive to "reinvent" government, making it more efficient. The DoD revamped its $3.5 billion annual official business travel program. The core of this project is the Defense Travel System (DTS), an Internet based solution providing personally arranged travel, largely circumventing the base transportation offices. This thesis looks at the DTS's Air Mobility Command passenger reservation management. This system is comprised of four geographically separated Passenger Reservation Centers located in Scott AFB IL, Japan, Germany and Hawaii. The research objective is to evaluate the current passenger reservation system and operating characteristics of the HQ Air Mobility Command Passenger Reservation Center system and those of the major civilian air carriers to determine if a potential exists for a more efficient AMC PRC structure. The study concludes that there is a more efficient structure. The disparity in the manpower to workload within the four PRCs and the absence of any manpower standard by which to measure employee productivity makes it is impossible to improve worker productivity. This study recommends closing the PRC in Hawaii.