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American Taxi Dispatch, Inc.
American Taxi Dispatch is a provider of dispatching
services for independent owners and operators of livery service
and package delivery vehicles. American Taxi manages a fleet of
over 900 vehicles, all independently owned and operated.
The Need: Enterprise Dispatch System
In an effort to deliver consistent, quality service to its customers
and become a leading dispatch company, American Taxi implemented
electronic dispatch and phone ordering systems. These systems automated
several core business processes. Although its service level was
elevated, they were still experiencing sporadic customer satisfaction
levels due to the fact that they were unable to track each vehicle.
Unfortunately, the current dispatch system was developed across
diverse legacy platforms. It used flat file data repositories in
several locations, making it difficult to access from multiple interfaces.
This also made the system difficult to maintain, and source code
and documentation for the system were not available. It was clear
that American Taxi was in need of a cooperative infrastructure and
updated dispatching, tracking and reporting functionality.
The Synegen Approach:
Synegen began the engagement by completing a thorough assessment
of the current technology infrastructure and business requirements.
Since American Taxi’s legacy systems were not viable due to lack
of integration and available source code, Synegen consultants began
evaluating options for a completely new infrastructure and product:
from the platform and technologies that would be used to develop
the applications; to the design, development, implementation and
documentation of the new systems. Synegen’s proprietary development
methodology and an iterative development process were employed.
The Solution:
Synegen implemented the following functionality, fulfilling American
Taxi’s goals:
- Automated dispatch.
- A GPS system.
- A centralized data repository and business logic, offering
an extensible, modular design that allows for quick and easy
system access and maintenance.
- Enhanced search capabilities, allowing system administrators
to search for vehicles based on any criteria.
- Enhanced functionality for viewing, editing and reporting
on driver history including accidents, hearings and disciplinary
actions.
- Functionality enabling administrators to reassign cab numbers,
vehicles & drivers with ease.
- Integration with the custom accounting system.
- Online ordering capabilities.
- PDF Reporting
- IVR
The Benefits:
Decreased Response Time: By reducing dispatcher intervention
in the new system, the order processing pipeline became more streamlined.
This not only reduced response time and provided for ease of management,
it also allowed dispatchers more time to attend to critical situations
and focus on orders and customer satisfaction.
Less Human Error: The new order entry system also eliminated
bottlenecks and duplication in the business processes by enabling
users to pull the necessary data from one central location.
Enhanced User Experience: The new system also enhanced the
usability of the existing user interfaces, making the system easier
to navigate.
The Technology:
- J2EE
- MySQL 5.0
- Tomcat 5
- WebServices
- XML
- Quartz
- Samba
- CVS
- CruiseControl
- Ant
- ENVOX
- ATT-JSAPI
- CES
- InfoRad
- PCCharge
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