The service industry is moving fast in eliminating paper-based transactions and replacing them electronic transactions that are fast, cost effective and convenient. These were the sentiments of the speakers in the Service Track at the CIO100 Symposium this week. Kenya Airways, Rickshaw Travel and AAR presented case studies of e-Transaction projects that are impacting on their businesses.

Rickshaw’s Group IT Manager, Manish Patel talked about the introduction of the ‘Prosell Ticket system’ a flexible and efficient system that was brought about by the realization of the bulkiness and restriction level of the paper based system.

The company, therefore, decided to fi nd a suitable way of capturing more customer information in order to give their clients improved service. This led to the introduction of the online travel request form. This system has been found to be time saving, eliminates errors and omissions while at the same time improves workflow and enhances efficiency.

The online request form captures crucial information of the passengers which is used to facilitate ease of travel.

Kevin Kinyanjui, Kenya Airways Information System Director, explained how paper tickets, minimized the amount of information stored in System. In 2001 IATA identified the need to eliminate paper tickets. This move saved KQ at least 3 billion dollars.

The elimination of paper, has seen a rise of customer satisfaction as they no longer have to worry about the losing their tickets. They also have fully enabled web services which have enabled their clientele to book for their flights online check-in among other services.

The company has moved a step ahead and introduced e-freight. Kinyanjui said air cargo piece is accompanied by 30 paper documents. The e-Freight system has managed to replace 16 of the 30 paper documents involved.

Kenya Airways invested about 0.5 million US dollars in switching from paper ticketing system to electronic one and at the end of the day they are able to save at least 5 million US dollars every year.

Wilfred Rono, Group IT Manager, AAR made a presentation on their SMS Query System. The system provides up to date member information and ensuring that their merchants have correct information on each of their members thus avoiding disputes that had become common.

This system is more effective especially in areas where there is no internet connection. The Query system allows ease of deployment and it is readily available to the end user via the GSM networks.

Patients have unique numbers as access codes that ensure a sense of privacy of their information. This system has an advantage because no capital expenditure is needed to acquire new physical assets. The cost of short messaging service on the other hand is manageable and there is assurance that payments will be made at the service points.