Case Studies

Providing Vehicle Dispatch Support to Dignitaries at Major International Conference. JTB Italy Praised for Respect for Local Culture and Customs

Client :Embassy of Japan in Italy

Industry :Government body

Participants :Around 150 to 200

Destination :Italy

Period :Early November (approx. 10 days)

# Case Studies
# Event Solution
# Europe

Summary

Arranging transportation for dignitaries attending international conference
Overcoming short preparation time and challenges in directing operations remotely
Meticulous scheduling and collaboration to monitor the status of local drivers
Perfect execution of travel arrangements for all dignitaries without delays or problems

Objectives

JTB was responsible for transporting dignitaries and other attendees during a major international conference in Italy including handling local operations. Held once every seven years in a different country, participating dignitaries bring along an entourage of representatives of their respective countries to support them.

It was essential that all parties involved could smoothly travel between the conference and their accommodation without any worries. Despite the short preparation time, we drew on our experience in similar international conferences to arrange for as many vehicles and drivers as possible. Negotiations involved carefully explaining to the local company the need for drivers to be on standby, potentially for long periods of time. This resulted in arranging ten minivans and a large bus for the group.

Challenges

Due to the budgetary constraints of the client, the biggest challenge was JTB Italy itself not being allowed on the conference site to dispatch the vehicles. Therefore, our team was required to maintain remote contact via cell phone with several drivers the entire time the conference was in session. When unforeseen circumstances arose, such as a driver submitting an emergency call, the situation of both the client and the driver had to be taken into consideration while making adjustments to ensure that there were no gaps in communication.

Arranging the transportation of dignitaries for international conferences was an important task that we could not afford to fail. With this in mind, we made sure to manage the schedule with care and attention.

Key Points

Remote operations to arrange smooth transfers
Close cooperation with local Italian drivers
Coordination of multiple driver schedules
Prompt response to unforeseen circumstances and problems
Communication taking into account Italian work culture

Solutions

System for remote operations

During the period the international conference was in session, we established a system that constantly tracked information on drivers who needed to make transportation arrangements, allowing us to confirm situations and collaborate in real time. We updated the schedule minute by minute, coordinating with the drivers and staying in constant contact with them during their hours.

Providing support with drivers always in mind

Since we could only communicate remotely with the drivers, we ensured that they did not feel isolated and disconnected from our team. The conference schedule meant some drivers were on standby from as early as 5:00 AM to as late as 2:00 AM the following day. We reassured all drivers that, regardless of the time of day, we would respond to them as soon as they called us.

Ensuring equal communication regardless of position

There was a risk that too great a psychological distance between our team and the drivers would mean difficulties arising during times of important communication. Therefore, we communicated at an equal level daily by engaging in friendly small talk, discussing how to take breaks, and even asking for feedback regarding dissatisfaction with and improvements in dispatching vehicles.

Closing the gap through bridging and coordinating information

If a driver wanted to convey something to the client, our team listened and then organized the content to then explain to the client. If some of the responses were difficult to understand or such information was not available from the client side, we bridged the communication gap between the driver and client by focusing only on the information that the driver required.

Adjusting working hours of drivers

The schedule was more irregular than anticipated, and the client requested longer hours than the local vehicle company stipulated. Our team, familiar with Italian business practices, intervened in the negotiations and adjusted schedules to meet the request.

Conclusion

Thanks to the cooperation of many local drivers, our role in the transportation of dignitaries and their entourage attending the international conference was deemed a success. Despite the short preparation period we were given and the need to work remotely, we were able to provide services that met the client's expectations. The flexible responses and high quality of support were made possible by the network and personal connections with partner companies that JTB Europe, including its Italian office, has cultivated over many years in the region and the passionate commitment of the people in charge.

We provide total PLM (Protocol Logistics Management) solutions for transportation and its management and operation that are in accordance with international protocols and rules. We respect the culture and customs of each country we operate in and provide a comfortable working environment for all the people we work with. This is what makes our business among the global leaders in the industry.

Project Lead

Azusa Makita

JTB Italy S.r.l.
Meetings & Events
Operations Executive

Organize and coordinate all kinds of events, Incentive tour also Protocol Logistic Management especially for Japanese Corporates and so on.