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2004 AAPA Information Technology Award Winners

Refining Client Services with Web-based Innovation at Georgia’s Ports

In order to continue meeting high customer service levels in the face of rapid growth, GPA identified two critical areas where customer service could be improved by introducing an IT solution. The Client Relations Center (CRC) and Gate Operations areas were both experiencing a high volume of trouble transactions and delays as a result of inaccurate and outdated data. By introducing web access to the GPA customers and empowering them to update and view data on a 24/7 basis, GPA is now able to expedite the gate process and all but eliminate trouble transactions by solving issues ahead of time. This is accomplished by allowing customers, lines and agents to "pre-gate" or alert the terminal in advance of pickup and drop off of equipment and enter much of the gate transaction data through the web access portal.