Adoption of a New Online Travel Management System for FED-AK

EXECUTIVE SUMMARY This case describes the implementation of an online travel management system at FED-AK, the Alaska office of a U.S. government agency. The previous system was intended to accomplish the same functionality, but due to employee resistance, it was used only as a forms generator in conjunction with a paper-and mail-based process. The new system is integrated, which compels employees to use all the func-tionality provided. It also incorporates many lessons learned from the old system—in particular, extensive training and online help functions. The system is expected to significantly reduce the cost of travel by minimizing errors, enforcing policies, and reducing transaction costs. The system will also lead to faster reimbursement of employee travel expenses.