Date of Award


Document Type


Degree Name

Master of Science


Department of Operational Sciences

First Advisor

William A. Cunningham, PhD


The Department of Defense (DoD) has undergone a massive downsizing in an effort to comply with President Clinton's directive to 'reinvent' government making it more efficient. Therefore, 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 DTS's Air Mobility Command passenger reservation management. This program is comprised of four geographically separated Passenger Reservation Centers located in Scott AFB IL, Japan, Germany and Hawaii. The objective of this study was to analyze and measure PRC operating metrics and benchmark the major civilian air carriers to determine if a more efficient structure exists for the PRC. The conclusions of the study indicate 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 accurately improve worker productivity. As benchmarked against industry, the PRC system contains some elements of an efficient system, although some changes are warranted. This study recommends closing the PRC in Hawaii.

AFIT Designator


DTIC Accession Number