TMC controls all traffic operations in a large region which includes more than 18,000 kilometres of roads and more than 5,000 bridges and tunnels, as well as rail, ferry and bus lines.
When alerted to major incidents on the road network, the TMC staff is often given incomplete information as to the nature of the incident, its location, and the expected duration of the incident. In the tasking of field resources to attend to the incident scene, working out who to call can become quite complex, depending on the region, the jurisdiction, the day of the week, the time of the day, etc.
As additional information about the incident becomes known, changes may need to be made with regard to the type of incident, the appropriate response, the communication messages and the stakeholders.
Communicating incident information to the traveling public is just as critical as managing the incident scene and the communication channels vary as to the location of the incident. One channel of communication is electronic message boards and variable speed limit signs. To be effective these devices must be operational and keeping them operational is critical if incident information is to be effectively communicated to the public.
TMC decided to roll out a new Fault Management System by Pega that supports the agency’s decision-based fault management and complex event management.
When multiple faults are reported via online and offline communication channels from approximately 20,000 remote communication devices, Pega provides the capability to intelligently analyse the fault and route it to the right maintenance group and the right employee with the right capability within that group. This solution greatly reduces the need to manually investigate faults, resulting in significant time-savings. It also accelerates the feedback loop, supporting further efficiency gains.
The system also enables the agency to analyse historical incident response data – from both private and public responders - and easily make changes in processes to better manage future response. The agency can run custom reports on performance, roadways, device types and the like to further identify consistent trouble spots.
The agency now has a dashboard view of all faults captured so that executives can quickly monitor issues, search on specific criteria, and drill down to further evaluate hotspots and issues. In the first implementation, the Pega application will be used for work allocation only. Going forward, plans are underway to extend the use of this capability to outbound communications to collaborating agencies, updating traffic systems and managing responses to citizens via multiple communication channels, thereby improving overall citizen satisfaction.
Read the full case study here.
---
Autor(en)/Author(s): Kelly Ng
Quelle/Source: futureGov, 12.05.2014
Bitte besuchen Sie/Please visit:
