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1、TRAVEL BUYER SURVEY:TRAVEL RISK MANAGEMENTMarch 2023BY BCD TRAVEL RESEARCH&INTELLIGENCE AND GLOBAL CRISIS MANAGEMENTSURVIEWABOUT THE SURVEYResearch&Intelligence partnered with Global Crisis Management to create a survey and gather intelligence on travel risk management.The survey seeks to explore th
2、e topic of travel risk management(TRM)and looks at the travel buyers experiences creating and managing their organizations TRM programs,including measures that may improve the health,safety and security of business travelers on the road.BCDs Global Crisis Management team not only provides an operati
3、onal service by monitoring world events and distributing reports of potentially affected bookings following an incident but are subject matter experts of travel risk management.Through their expertise in assessing various organizations TRM programs through the Traveler Security Program Assessment,GC
4、M believes that an ideal TRM program is comprised of three elements:plan,support and review.This survey addresses an organizations competency in each of those areas by looking at relevant program components through the lens of the ISO 31030:2021,Travel risk management Guidance for organizations.By c
5、ombining the knowledge of Research&Intelligence with the expertise of Global Crisis Management,the Travel Risk Management travel buyer survey was created.Survey participants at a glance Planning the travel risk management program for successSupporting business travelers during their tripContinually
6、reviewing the program for effectiveness and relevanceLook for this symbol for insights on travel risk management from Global Crisis ManagementThe importance of the ISO 31030:202111%14%31%45%Somewhat familiar throughindustry news and webinarsYes,I have read itNo,I have never heard of itI have heard o
7、f it but dont knowmuch about itWe surveyed travel buyers to gauge their familiarity with ISO 31030:2021,and you can see that only 14%have read it,and 11%are somewhat familiar.With three-quarters of travel buyers having little to no knowledge of the new guidance,organizations could potentially be mis
8、sing important components of their TRM program.ISO 31030:2021 is a standard that provides a general framework,but organizations are not yet able to earn ISO 31030:2021 certification.However,BCD Travels Traveler Security Program Assessment is aligned with the guidance of ISO 31030:2021 and can assist
9、 organizations with assessing their current TRM program to ensure they are aligned with the industrys latest advice.HOMEIn 2021,the International Organization for Standardization created ISO 31031:2021,which is the first standard specific to travel risk management.It is available for purchase throug
10、h the ISO website.With this new standard in place,now is a great time to see what travel buyers have to say about their organizations TRM programs,as well as bring awareness to areas that could be improved upon by using advice from ISO 31030:2021.For more information,please see this video series for
11、 brief overviews of each section of ISO 31030:2021,presented by the Global Crisis Management team.HOMEDirect managerAnnual business travel spend globallyIndustryA total of 17 industries are represented,with the most contributors being from:ManufacturingHealth/PharmaceuticalsFinancial Services18%16%1
12、1%1%4%4%5%11%12%13%24%26%Chief Operations Officer(COO)Chief Executive Officer(CEO)Security manager/directorHuman resources manager/directorFinance manager/directorChief Financial Officer(CFO)Other(please specify)Travel manager/directorProcurement manager/directorUp to$5M18%I dont know18%$5.1-$10M15%
13、$100.1M and more15%$25.1-$50M13%$50M-$100M13%$10.1-$25M8%Survey participants at a glanceA total of 96 travel buyers completed the survey.HOME58%48%33%14%11%6%5%3%1%12%20%29%14%13%14%8%3%2%22%20%33%45%63%51%32%15%57%8%12%5%27%13%29%55%78%40%C-Suite/Exec TeamSecurityTravelProcurementHuman ResourcesLeg
14、alAuditMarketingITDecision makerLeaderContributorNot a stakeholderTravel risk management program stakeholdersMultiple areas of the organization must have a stake in the TRM program due to the complexity of travel risk and all the areas that can potentially be affected.According to section 5.3 in ISO
15、 31030:2021,top management within an organization is fully responsible no matter where responsibilities have been entrusted,so its promising to see 58%of travel buyers surveyed state that the C-Suite/Executive Team are their programs decision makers.Travel is the most used leader of the TRM program
16、at 29%,with the top contributor being HR at 63%.HOMEPlanning the travel risk management program for successPolicy and complianceWhat organizations consider when assessing travel risks Risk mitigationSource of destination intelligenceCommunicate the importance of employees duty to comply with securit
17、y measures63%Promote employee responsibility for personal safety while traveling56%A company code of conduct to follow while traveling42%Require employee acknowledgement of communications sent42%None8%Dont know4%Policy and complianceHow organizations encourage compliance with TRM initiativesYes,it i
18、s included in travel policy,53%Yes,we have a separate TRM policy,21%No,16%Dont know,9%Other,1%HOMEPercentage of companies with a TRM policyWhether the TRM measures are part of the travel policy or in a standalone TRM policy,the organization must communicate the policy and any updates to their travel
19、ers.Creating a culture of safety and encouraging“duty of loyalty”through codes of conduct and acknowledgement of communications will ensure employees are managing their personal safety while considering the controls set in place by the organization.HOMEMode of transportationTravel destinationQuality
20、/availability of medical services94%71%59%Unique risks associated with travelerPotential impact to the companyCybercrime58%55%44%Dont knowOther Nothing is considered6%4%1%What organizations consider when assessing travel risks Every trip can have a different risk profile,not just associated with the
21、 destination and mode of transportation but also with available infrastructure and the varying risk profile of each traveler.For example,travel to a destination with high air pollution could be considered high-risk for an asthmatic person but lower-risk otherwise.HOMERisk mitigationOnce the risks ha
22、ve been assessed and to ensure business resiliency,organizations may need to use multiple risk treatments to mitigate the risk to a more tolerable level,according to section 7.1 in ISO 31030:2021.The chart illustrates that providing destination information and alerts as well as pre-trip approvals,ap
23、propriate medical interventions,and education are frequently used among organizations.1%4%41%50%54%65%74%82%Provide pre-trip destination informationProvide on-trip security and/or health alertsPre-trip approvalsVaccines and/or health checksGeneral security trainingDestination-specific security train
24、ingOther Dont knowTravelers say67%are likely to use travel security training45%dont know if their organization offers training26%state their organization does not offer trainingSource:TRM Traveler Survey published November 2022Third-party assistance providerTravel management companyNational and glob
25、al newsGovernment agenciesNews aggregatorSocial mediaDont knowTrade publicationsOtherHOME1%9%13%14%19%38%38%58%73%Source of destination intelligenceDestination intelligence plays a crucial role in travel risk management,as it supplies destination briefings,travel alerts,and medical&security requirem
26、ents.This information needs to be from a trusted source that is both timely and reliable.Almost three-quarters of organizations source their intelligence from a third-party provider,with 58%who also use their travel management company(TMC)to provide destination intelligence.BCD Travel offers the COV
27、ID-19 Information Hub to help you make informed,confident and safe travel decisions.HOMESupporting business travelers during their tripThe frequency security and health incidents are addressed by organizationsWhere companies may be falling short in offering the measures travelers need to feel safeEm
28、ergency contact for travelersSafety measures provided for travel to high-risk destinationsLocation awareness Travelers opinions on tracking via Internet-connected devicesMeasures to reduce the impact of security or health incidentsSupport for blended travel Post-trip support HOME67%49%47%38%38%32%31
29、%26%19%25%18%28%20%18%44%30%14%18%29%25%34%32%19%22%9%8%6%8%18%6%22%Pandemic/public health emergencyNatural disastersCybercrimeCivil unrestTheftTerrorism or mass shootingsPersonal medical emergencyViolent crimeRegularlySometimesRarelyNeverThe frequency security and health incidents are addressed by
30、organizationsThis chart wouldve looked much different prior to COVID-19 when most public health emergencies were typically isolated to certain regions(e.g.,Zika,Ebola,avian flu,etc.).The pandemic shifted the short-term focus to public health,and as illustrated in the chart below,will remain there as
31、 pandemic/public health emergency is now the most regularly addressed type of incident.Next are natural disasters,with an increase in catastrophic weather events due to the impacts of climate change,followed closely by cybercrime,which has also increased since the start of COVID-19 as cybercriminals
32、 target a rapidly expanded remote workforce.Safety measures provided by organizationSupport measures that make travelers feel safeHOMEWhere companies may be falling short in offering the measures travelers need to feel safe Source:TRM Traveler Survey published November 2022The data illustrates a not
33、iceable gap between some of the measures that travelers indicated make them feel safe and what organizations are offering.In addition to receiving destination information,travelers want instructions on what to do and whom to contact in an emergency.They also want their organization to be able to con
34、tact their next of kin.Not knowing what to do in an emergency adds stress to an already stressful situation and could further jeopardize the employee,company assets,reputation and business resiliency.Empowering travelers to make smart and informed decisions is a win for everyone.12%12%5%Collect emer
35、gency contactinformationCentral contact in case ofemergencyCommunicate clear instructions onwhat to do in case of emergency25%53%44%Employer collect emergencycontact listHave a central contact to use in caseof an emergencyClear instructions about what to doin case of an emergencyEmergency contact fo
36、r travelersHow do employees know who to contact?HOMEInformation available on intranet80%Noted on all travel itineraries52%Listed in travel policy51%Listed on mobile app 49%Employees provided a card 40%Information provided during onboarding 25%Providing contact information on the intranet and travel
37、policy is great,however,in an emergency,travelers need to access this information quickly.Another consideration during large-scale security incidents or in rural areas,is a travelers ability to remotely access the intranet.These are both excellent reasons to provide emergency contacts on a card or h
38、ard copy of some kind as suggested by section 8.2 in ISO 31030:2021.HOME5%5%9%14%15%21%21%23%24%38%39%44%50%Safety tools for the hotel(i.e.,doorstop,travel lock,etc.)Nothing additional is offeredKidnap and ransom trainingGPS device trackingSatellite phonesClean devices clear of proprietary informati
39、onDont knowUse of local guides and/or interpretersProvide physical security(i.e.,bodyguards)Destination-specific trainingLocally vetted hotel accommodationsLocally vetted ground transportationDestination briefingsAccording to ISO 31030:2021,travelers need to be given trustworthy advice about the saf
40、ety and health conditions of accommodations in preparation for travel to a high-risk destination.Having locally-sourced and trusted advice is also advised.ISO 31030:2021,Annex FSafety measures provided for travel to high-risk destinationsTravelers say36%dont know what their organization offers for t
41、ravel to high-risk destinations33%prefer destination briefings27%prefer additional safety tools for the hotelSource:TRM Traveler Survey published November 2022There are some discrepancies when comparing traveler preference to what the organization provides.Most travelers dont know what their organiz
42、ation offers which could indicate lack of engagement by the employer.It is also interesting to note that 27%of travelers prefer additional safety tools for the hotel,such as doorstops,travel locks,etc.,however only 5%of organizations provide that to their travelers.HOMEMethods used by organizationsL
43、ocation awareness Knowing where traveling employees are is an important component of travel risk management.There are a variety of methods for tracking or location awareness,and deciding which type to use should coincide with the size and capability of the organization.Using passenger name record(PN
44、R)data appears to be the most common means of determining traveler location with awareness by global positioning system(GPS)being the second most used method.However,some travelers feel that GPS tracking infringes on their privacy.See travelers opinions on using internet connected devices below.79%B
45、ooking/PNR data24%Mobile/GPS21%App check-in12%Credit card data11%None6%Other5%Dont know3%Wearable or handheld deviceTravelers opinions on tracking via internet-connected devices Circumstances travelers would consider tracking by employer42%Yes,but under certain circumstances38%NO12%Yes8%Dont knowSou
46、rce:TRM Traveler Survey published November 2022HOME27%While in high-risk destinations 16%With ability to“check-in”16%With possibility to turn off tracking11%During business hoursMeasures to reduce the impact of security or health incidents5%6%9%33%45%59%82%InsuranceCrisis response teamSecurity or me
47、dical evacuationsEmployee well-being offeringsDont knowOtherNoneHOMEThe purpose of travel risk management is not always to eliminate risk but to enable employees to travel with known risks that are acceptable to the organizations risk appetite.The organization should have systems and processes desig
48、ned to reduce the impacton the organization should those risks become a reality.For this reason,insurance is widely used,with a variety of coverage available,such as comprehensive travel,medical and kidnap and ransom.Crisis response teams and evacuation coverage are used by almost half of respondent
49、s.Lastly,employee well-being offerings,used by about one-third of organizations,can reduce the impact to the travelers mental and physical health through fitness center subsidies,healthy eating options,subscriptions to virtual wellness providers,health tracking,etc.HOMETravelerNo20%Yes16%Dont know64
50、%Support for blended travelBleisure or blended travel seems to be one of the more confusing areas for travel risk management.When asked if support for blended travel is provided by the organization,47%of travel buyers state there is none,while 64%of travelers dont know if they are supported or not.G
51、uidance in ISO 31030:2021 doesnt stipulate whether support should be provided but indicates it should be clarified in the policy and communicated to employees.No47%Yes33%Dont know20%Travel buyerTravelerSource:TRM Traveler Survey published November 2022Blended travel is here to stay with a market val
52、ue of$497.5 billion in 2022,according to Future Market Insights and GBTA.With 2 out of 5 employees requesting blended trips,providing support can be a valuable tool in attracting and retaining top talent,which supports business resiliency and a strong company culture.Travel buyersTravelersHOMEPost-t
53、rip supportHOMESource:TRM Traveler Survey published November 2022Crossing multiple time zones,loss of sleep,change in eating habits,involvement in a security incident,personal health emergencies,service disruption,poor vendor experiences,and the list goes on of what could happen during a trip.Part o
54、f an organizations duty of care is to ensure travelers have the necessary support for any type of trauma or stress experienced while traveling.The effects dont stop once a trip is over and can have a long-lasting impact on both a travelers physical and mental health.ISO 31030:2021 addresses traveler
55、 recovery,stating the organization should regard how travel may affect the health of their employees.It goes on to say that organizations should allow the proper“rest and recuperation”depending on the circumstances of the trip and communicate to travelers what they are allowed.ISO 31030:2021,section
56、 7.4.9.22%8%29%15%14%15%45%OtherMental and/or physical health checksFollow up with employee on any security ormedical incidentsRequest for feedback post-tripPersonal time offDont knowNo post-trip support is provided2%5%10%11%13%16%39%OtherMental and/or physical health checksFollow up on any security
57、 or medicalincidents experienced during tripRequest for feedback post-tripPersonal time offDont knowNo steps are takenContinually reviewing the program for effectiveness and relevanceAudit and review of the programProgram updates communicated and accessible company-wideReview high-risk destination l
58、istConduct tabletop crisis simulations to test program and responseHOMEHOME5%6%8%8%23%30%38%NoYes,every 2-5 yearsYes,after changes with org.Yes,after major incidentYes,ad hocYes,annuallyDont knowAudit and review of the programIts best practice to document all TRM policies and processes for a variety
59、 of reasons,one of which is to have the capability to audit the program regularly.Changes to the organization,new third-party providers,and updates to the program provide an opportunity to review the program to ensure there are no issues.A breakdown in any of the processes within the TRM program cou
60、ld result in an organization not fulfilling their duty of care.Section 9.1 in ISO 31030:2021 states,the organization should assess,audit and analyze the various procedures within the TRM program to make sure they are working efficiently.The fact that the majority of respondents indicate they dont kn
61、ow if their program is audited and reviewed could indicate it hasnt been considered as a necessary process.30%review their program annually which is what the standard recommends.ISO 31030:2021 advises to fully review and audit the TRM program at least once per year,but there are circumstances that w
62、arrant an additional review.ISO 31030:2021,section 9.1HOMEProgram updates communicated and accessible company-wideIts promising to see that 61%of organizations communicate and make program updates accessible across the organization.By keeping all stakeholders informed,the TRM program will work more
63、efficiently.One notable piece of advice according to section 8.1 in ISO 31030:2021 is the TRM program shouldnt only be communicated but also acknowledged by their employees.Know that efforts at engaging employees with important information is not being ignored by requiring an acknowledgement from th
64、e employee.61%Yes23%No16%Dont knowHOMEReview high-risk destination listTravel to high-risk destinations can mean a more aggressive approach to managing risk,which indicates a greater need to be aware of a destinations risk rating.Considering the volatility of the world today,stemming from geo-politi
65、cal instability due to economic hardships,distrust of government,scarce resources,and regional conflicts,the risk profile of a destination can change quickly.Organizations should consider this when determining how often to review their high-risk destination list in proportion to their operational ne
66、eds.HOMEOther3%Never5%Monthly6%Annually8%Quarterly11%Weekly14%Ad hoc18%Dont know35%HOMEConduct tabletop crisis simulations to test program and responseMore than half of organizations surveyed dont know if tabletop crisis simulations are conducted to test their program and response.Without testing th
67、ese processes,organizations may not discover any issues until there is an active incident that requires activation of their incident management plan and could result in catastrophic losses.Hope for the best but plan for the worst.HOME2%2%3%6%7%13%14%53%Every 2-5 yearsMonthlyQuarterlyBi-annuallyAnnua
68、llyNeverAd hoc basisDont knowISO 31030:2021 recommends organizations should check their capability to respond to a crisis,including evacuation,by incorporating simulated exercises on a regular basis combined with timed practice responses.ISO 31030:2021,section 7.4.11Areas for improvementReviewSuppor
69、tPlanWhen conducting a risk assessment,consider more than travel destination and mode of transportationProvide travel security training,both general(all travel)and destination-specific(high-risk travel)Provide clear instructions to employees on what to do in an emergencyCommunicate all emergency con
70、tact details to employees both digitally and in printHave locally sourced intelligenceand support in high-risk destinationsCreate a policy around blended travel and communicate it to employeesOffer post-trip supportAudit and review the program regularly,especially when there are changes to providers
71、 or the organizationCreate a consistent process for review of the high-risk destination listDont wait until its too late to conduct crisis simulations HOMEKey findings from the surveyWe have carefully researched and checked the information contained.However,we do not accept any liability for any damage or loss as a result of the use of the information contained in this article.Mandy JolleyCrisis Program Manager,Global Crisis ManagementKentucky,USA Miriam MoscoviciVP,Product Planning&IntelligenceColorado,USASURVIEW