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MSc in Technologies for Human                         CommunicationRedesigning the Ticino Destination InformationSystemMas...
Literature review    Research Methodology    Development of the projectDiscussion and Conclusions                         ...
Pre consumption – Consumption -Post consumption Pre-consumption phase includes the decision processes involved before the...
CRS – GDS and Internet Computer Reservation Systems (1970s) Global Distribution Systems (1980s) The internet penetratio...
ICT and Touristic Organizations            Intra - Organizational              Inter Organizational            Communicati...
Destination Management Organization Destination Categories - Urban, alpine, seaside, rural, Authentic, unique Destinatio...
Ticino Tourism DMOLorenzo Ghini Master Thesis                              7/24/2012   7presentation
Destination Management System   Public Sector    Investor        Travel A.            Tour O.       Visitors      Supplier...
Ticinoinfo Destination InformationSystem                              Ticinoinfo DISLorenzo Ghini Master Thesis           ...
Literature review    Research Methodology    Development of the projectDiscussion and Conclusions                         ...
Structural and architectural analysis Architectural Analysis (software engineer meeting) Entity – Relationship database ...
Quantitative and qualitative analysisQuantitative analysis Step 1: Identification of the total number of the elements in ...
Case studies analysis Tiscover Project       World-market leader in 2006 with over 2,000 DMO customers Switzerland Tour...
Requirements engineering Identification of stakeholders (Critical, important and minor for the project) Personal intervi...
Literature review    Research Methodology    Development of the projectDiscussion and Conclusions                         ...
Architectural analysis  Tomcat Sites                           Tomcat Sites                                               ...
Structural analysis                                         AlpineHutitems          Commonitems                         Ho...
Quantitative analysis – Major results The majority of hosted elements in database are Events (72.30% out of the total) “...
Quantitative analysis – Item distribution Event is the most relevant item (72%) of the entire database 28% is represente...
Qualitative analysis – Major results Approximately half the elements (45%) have been evaluated as insufficient while 20% ...
Qualitative analysis – Heuristics average The blue line inserted in the graphic shows how 5 out of the 7 heuristics are i...
Case study analysis   Case study                 Major advantages   Switzerland Tourism        1.   Workflow approval of i...
RE – One to one interviews     “There are two lines of text for each event”     “The quality of the database is quite po...
RE – Online Survey step 1  Question                                         Outcome  1) Category of tourism facility      ...
RE – Online Survey step 2  Question                                            Outcome  5) Did you know your tourism facil...
RE – Critic Stakeholders AGR (Arti Grafiche Rezzonico) - Events entity supplier ETT (Ente Turistico Ticinese) / DIS data...
RE – Critic Goals           Critic Goal – Over 100 Score           Ranking       Description                              ...
RE – Critic RequirementsCritic Requirements – Priority Level 1 – Score over 55Requirement      Requirement Description    ...
Literature review    Research Methodology    Development of the projectDiscussion and Conclusions                         ...
Discussions and future developments1. A modern DIS have to be conceived in a “work in progress”, modular and scalable   pe...
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Redisigning the Ticino Destination Information system

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Redisigning the Ticino Destination Information system

  1. 1. MSc in Technologies for Human CommunicationRedesigning the Ticino Destination InformationSystemMaster’s Thesis of Lorenzo Ghini08-989-253
  2. 2. Literature review Research Methodology Development of the projectDiscussion and Conclusions 7/24/2012 2
  3. 3. Pre consumption – Consumption -Post consumption Pre-consumption phase includes the decision processes involved before the holiday / travel Consumption phase is the completion of the experience Post consumption phase mark-out the end of the travel experience and the beginning of the sharing stage. Pre- Post - Consumption consumption ConsumptionLorenzo Ghini Master Thesis 7/24/2012 3presentation
  4. 4. CRS – GDS and Internet Computer Reservation Systems (1970s) Global Distribution Systems (1980s) The internet penetration Tour Tourists / GDS Travel Agents Destination Operators VisitorsLorenzo Ghini Master Thesis 7/24/2012 4presentation
  5. 5. ICT and Touristic Organizations Intra - Organizational Inter Organizational Communication and functions Communication and functions Management Pre travel Arrangements Communication between departments Travel related documentation Communication and functions with Post travel arrangements branches “…a substantial reduction of costs for the organization, a better knowledge management and an increased speed and rapidity of all functions (Buhalis, Jun, 2011)”Lorenzo Ghini Master Thesis 7/24/2012 5presentation
  6. 6. Destination Management Organization Destination Categories - Urban, alpine, seaside, rural, Authentic, unique Destination Products - Accommodation, gastronomy, events, etc.. Destination travellers - Business travelers and leisure travelers Destination Marketing - Above the line and below the line Destination strategies - Price management or value creation “Destination is a geographical region, political jurisdiction, or major attraction, which seeks to provide visitors with a range of satisfying to memorable visitation experiences (Bornhorsta et al., 2008)”Lorenzo Ghini Master Thesis 7/24/2012 6presentation
  7. 7. Ticino Tourism DMOLorenzo Ghini Master Thesis 7/24/2012 7presentation
  8. 8. Destination Management System Public Sector Investor Travel A. Tour O. Visitors Suppliers Data Data market Data Data Fruition of Data interaction and diffusion interaction interaction information interaction Structured data Destination Management System “..a collection of computerized information, interactively accessible, about a destination" (Buhalis, Spada, 2000)”Lorenzo Ghini Master Thesis 7/24/2012 8presentation
  9. 9. Ticinoinfo Destination InformationSystem Ticinoinfo DISLorenzo Ghini Master Thesis 7/24/2012 9presentation
  10. 10. Literature review Research Methodology Development of the projectDiscussion and Conclusions 7/24/2012 10
  11. 11. Structural and architectural analysis Architectural Analysis (software engineer meeting) Entity – Relationship database structure reconstruction (reverse engineering process) Single tables and field structure recognition Entity_Name1 Entity_Name2 Property 1 Relationship Property 1 Property 2 Property 2 Property 3 Property 3Lorenzo Ghini Master Thesis 7/24/2012 11presentation
  12. 12. Quantitative and qualitative analysisQuantitative analysis Step 1: Identification of the total number of the elements in the entities Step 2: Entities distributions of the elements Step 3: Numerical allotment of the elements in database archiveQualitative analysis Use of MiLE+ method (quality of information heuristics: accuracy, currency, coverage, content objectvity, authority, conciseness, text errors) Total of 150 database elements analyzed Linguistic criteria (italian content) - Random selection - 1 to 4 grade scaleLorenzo Ghini Master Thesis 7/24/2012 12presentation
  13. 13. Case studies analysis Tiscover Project  World-market leader in 2006 with over 2,000 DMO customers Switzerland Tourism DMS  Destination Management System of Switzerland destination Tandem Project  Platform to present destination-related information “content-to-go” for integration into third-party websitesLorenzo Ghini Master Thesis 7/24/2012 13presentation
  14. 14. Requirements engineering Identification of stakeholders (Critical, important and minor for the project) Personal interviews to selected client stakeholders Online Survey to supplier stakeholders Identification of goals - AWARE method (calculated matching the importance of stakeholder with the benefits in the accomplishment of each goal) Identification of requirements (calculated as a result of the importance value of each requirement for the fulfillment of each goal)Lorenzo Ghini Master Thesis 7/24/2012 14presentation
  15. 15. Literature review Research Methodology Development of the projectDiscussion and Conclusions 7/24/2012 15
  16. 16. Architectural analysis Tomcat Sites Tomcat Sites  The two Tomcat have a correspondence with public Tomcat Web Tomcat Web websitesServices «Session Services «Session Bean Client» Bean Client»  Jboss is an application server multiplatform that supports JavaJboss + Hibernate Jboss + Hibernate Cluster  The structure of tables is managed by Hibernate (Object Relational Mapping)  Database 1 duplicates data Data replication authomatically in database 2 Database 1 Database 2 Lorenzo Ghini Master Thesis 7/24/2012 16 presentation
  17. 17. Structural analysis AlpineHutitems Commonitems Hotelitems Restaurantitems Campgrounditems EventitemsBusinessitems ITEM Offers Farmhouseitems Dancingitems Houseitems Organizeritems YouthHostelitems BBItems Lorenzo Ghini Master Thesis 7/24/2012 17 presentation
  18. 18. Quantitative analysis – Major results The majority of hosted elements in database are Events (72.30% out of the total) “Common” is the second most important item of database (12.46%) Item Number of files % Event 47.732 72,30 Farmhouse 105 0,16 Hotel 841 1,27 Common 8.229 12,46 Bed and Breakfast 126 0,19 Business 250 0,38 Campground 47 0,07 Alpine Hut 116 0,18 Holiday House 2.986 4,52 Discotheque 82 0,12 Organizer 1.333 2,02 Offer 601 0,91 Hostel 113 0,17 Restaurant 3.200 4,85 Tour 262 0,40 item total 66.023 Lorenzo Ghini Master Thesis 7/24/2012 18 presentation
  19. 19. Quantitative analysis – Item distribution Event is the most relevant item (72%) of the entire database 28% is represented by all the other items Special Offers Restaurant Discoteques Tour Organizers Hostels Holiday Houses Alpine Huts Campgrounds Business Bed and Breakfast Common Hotels Farmhouses Events Lorenzo Ghini Master Thesis 7/24/2012 19 presentation
  20. 20. Qualitative analysis – Major results Approximately half the elements (45%) have been evaluated as insufficient while 20% barely sufficient 24% Quality Level - Total Very Good 45% Quality Level - Total Good Quality Level - Total Sufficient 11% Quality Level - Total Insufficient 20% Lorenzo Ghini Master Thesis 7/24/2012 20 presentation
  21. 21. Qualitative analysis – Heuristics average The blue line inserted in the graphic shows how 5 out of the 7 heuristics are insufficient (above score 3) 4 3.5 3 2.5 2 1.5 1 0.5 0 Accuracy Currency Coverage Content Authority Text Errors Multimedia Objectivity consistency Lorenzo Ghini Master Thesis 7/24/2012 21 presentation
  22. 22. Case study analysis Case study Major advantages Switzerland Tourism 1. Workflow approval of information 2. Multichannel opportunities TANDEM Project 1. Diffusion of data 2. Portable export format of data 3. Integration in third party websites Tiscover Project 1. Multichannel data diffusion 2. eMarketing powerLorenzo Ghini Master Thesis 7/24/2012 22presentation
  23. 23. RE – One to one interviews  “There are two lines of text for each event”  “The quality of the database is quite poor, there are many things that should be modified”  “I wish we will abandon GPS tracks route itineraries or adopt a different technology where we can control and modify tours”  “The editing and the creation of the attributes to assign to each element must be made ​more flexible”  “We must define clear and identifiable roles .. If I delete an apartment all interested parties should be informed”  “It must be clear the time for update, create and drop an element from a database site”  “Each year ticinoinfo sa takes the latest house brochure and updates throughout. Efforts should also be decentralized, because the ETL have closer contact with suppliers”  “We need to make a regular export of email addresses and send notifications to facilities for updating their data”Lorenzo Ghini Master Thesis 7/24/2012 23presentation
  24. 24. RE – Online Survey step 1 Question Outcome 1) Category of tourism facility The majority of the answers arrived from hotel (26%) and Holiday Houses (16%) 2) How do you evaluate your knowledge degree 75% of respondents believe to have a degree of of new technologies? knowledge of new technologies between sufficient and very good 3) Do you lean on external services for your Regional, national and local Destination communication / promotion or online selling? Management Organization in the online communication and promotion is perceived with minor importance respest to OTA 4) How is important the Web for your activity? 52% defined the web between important and very important while a high rate (33%) defined it as critical for the existence of the structure.Lorenzo Ghini Master Thesis 7/24/2012 24presentation
  25. 25. RE – Online Survey step 2 Question Outcome 5) Did you know your tourism facility is on 69% of interviewed do not know to have their ticinoinfo sa database? data on ticinoinfo sa database 6) Would you like to manage content of your Half of the people directly consulted (49%) liked tourism facility on ticinoinfo sa database? the possibility to manage the content 7) What kind of content would you like to add to Suppliers would like to adopt images and your tourism facility on ticinoinfo sa database? promotional documentation (58%) 8) Would you like to make online promotion of 46% of the people answered yes, they do like to your tourism facility (on ticinoinfo sa database) make online promotion of their structure over the web?Lorenzo Ghini Master Thesis 7/24/2012 25presentation
  26. 26. RE – Critic Stakeholders AGR (Arti Grafiche Rezzonico) - Events entity supplier ETT (Ente Turistico Ticinese) / DIS data distribution entity - Regional DMO Tinext SA - Technological partner ticinoinfo sa Ticinoinfo sa - DIS owner Hotelleriesuisse Ticino - Hotel category association Lorenzo Ghini - Online manager ticinoinfo sa Alessandro Inversini - Director ticinoinfoLorenzo Ghini Master Thesis 7/24/2012 26presentation
  27. 27. RE – Critic Goals Critic Goal – Over 100 Score Ranking Description Absolute Score 1 GOAL 3: Simplify in a more User friendly perspective the 119 Administrative Client 2/3 GOAL 6: Improve the quality level of database 118 2/3 GOAL 2: Program a database structure able to follow the 118 evolution of the tourism industry 4 GOAL 4: Readapt the structure of every single item to the 115 modern tourism industry 5 GOAL 10: Decentralize the working effort to suppliers of 105 single destinations 6 GOAL 11: Increase the impact of the Regional destination 103 information system on online communication and promotion activities of suppliersLorenzo Ghini Master Thesis 7/24/2012 27presentation
  28. 28. RE – Critic RequirementsCritic Requirements – Priority Level 1 – Score over 55Requirement Requirement Description Absolutenumber score33 Reorganize User roles and privileges enhancing flexibility (prepare for future 72 modifications)7 Drop the current Administrative desktop application Client building a Web 71 application for back end and front end administrative access by client and suppliers stakeholder4 Build a modular structure open to the attachment of different functionalities 68 to make diverse use of data30 Drop the current DIS multimedia management system and substitute with a 61 modern DAM (Digital Asset Management)34 Distinguish between authors (people that can edit / write on DIS) and 58 publishers (people that can approve / publish on DIS)24 Create a Workflow approval process for data validation (Switzerland Tourism 57 example)39 Connect the Ticino Regional DIS to online communication channels for data 57 source (Ticketcorner, Interhome / eDomizil, Capanneti.ch, Bnb.ch, Agriturismo.ch, STC channel manager) and data distribution (Gadmin / STnet, Online Tour Operators, Online Travel Agencies)48 Build a system for Content Syndication (TANDEM example) allowing supplier’s 57 stakeholder content subscription and integration of content packages (data subsets) in subscriber’s websites Lorenzo Ghini Master Thesis 7/24/2012 28 presentation
  29. 29. Literature review Research Methodology Development of the projectDiscussion and Conclusions 7/24/2012 29
  30. 30. Discussions and future developments1. A modern DIS have to be conceived in a “work in progress”, modular and scalable perspective, leaving a broad space of interventions for further developments2. Designers and developers need to take into account all levels and the entire complexity of a destination management organization avoiding to consider the DIS only a source of information3. The requirements founded during the research will provide an evolution of the current DIS in a modern DMS4. The requirements identified are now being developed (first part of ticinoinfo sa current project)5. Mobile market, eMarketing solutions and social media integration will be developed in the second part of ticinoinfo sa database project redesignLorenzo Ghini Master Thesis 7/24/2012 30presentation

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