Enhancing Customer Satisfaction and Operational Efficiency: A Case Study on PrePass
Technology Category
- Cybersecurity & Privacy - Identity & Authentication Management
- Drones - Drone Payloads & Accessories
Applicable Industries
- Buildings
- Transportation
Applicable Functions
- Facility Management
- Product Research & Development
Use Cases
- Infrastructure Inspection
- Inventory Management
Services
- System Integration
- Training
About The Customer
Affiliated Computer Services, Inc. (ACS) is a premier provider of diversified business process outsourcing and information technology outsourcing solutions to commercial and government clients worldwide. Founded in 1988, the Dallas-based Fortune 500 company employs 58,000 people and supports client operations in 100 countries. One of its innovative solutions is PrePass, an automatic vehicle identification (AVI) system used by commercial vehicles. PrePass has a customer base of more than 75,000, representing 424,000 vehicles, and facilitates approximately 4.7 million bypass transactions each month at 280 sites in 29 states.
The Challenge
Affiliated Computer Services, Inc. (ACS) developed PrePass, an automatic vehicle identification (AVI) system that allows commercial vehicles to bypass designated weigh stations, port-of-entry facilities, and agricultural interdiction facilities. However, PrePass faced significant challenges in maintaining system reliability and accountability, which were crucial given its importance to the Motor Carrier Industry and Federal and State agencies. The existing mechanisms for reporting system defects, enhancements, or requests for system data were inconsistent and subjective. This lack of an effective monitoring system led to a focus on maintaining system stability and addressing immediate issues, rather than innovating or expanding the product portfolio. PrePass needed a holistic, automated approach that would allow them to track defects, identify recurring product weaknesses, and focus on critical path items.
The Solution
PrePass formed a cross-functional project team to identify and implement a technology solution. After reviewing products from seven technology vendors over a 60-day period, PrePass selected Integrify. The solution was implemented in three key areas: Information Requests, System Defects, and Requests for Change. Information Requests were routed to the lowest cost resource with expertise in the subject matter, and System Defects were submitted and routed to the appropriate development and testing team. Requests for Change were routed first to a functional business leader for approval and authorization, then to a virtual Change Control Board for second level approval and prioritization. Approved change requests were then dispatched to a project team with related subject matter expertise. This real-time virtual board enabled PrePass to act quickly and responsibly to change requests without the constraints of a physical meeting.
Operational Impact
Quantitative Benefit
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