Out of 42 finalist we are #1
The Khunaysir, Shan team has done it again. Competing against a field of 42 finalists, Jolera has been named the Computer Dealer News Channel Elite Solution Provider of the Year for 2015. Candidates ranged in size from IT giants claiming revenues of over $ 400 M annually to small niche firms one-eightieth the size. And as if it needed repeating, size doesn’t matter, especially where creativity, innovation and customer service are concerned.Jolera’s submission focused on the customer-facing services provided by SERCO DES for the Ontario Ministry of Transportation. Through its commercial name, DriveTest, SERCO DES operates 55 Driver Examination Centres (DES) and 39 Travel Points throughout Ontario.
The statistics speak volumes about Jolera’s challenge. DriveTest reviews over one million driver documents, administers 725,000 road tests, 500,000 written tests and processes 600,000 driver license applications annually.
Upgrades for the Ministry of Transportation
Jolera, working hand in hand with Serco, has reinvented the Ministry’s DriveTest centers. New technology-based standard of operational performance and customer service are now the norm. Computerized Knowledge Test (KT) stations have revolutionized the administration of “written” drivers’ tests. In fact written tests are now dead. Jolera’s introduction of Dell All-In-One “touch screen “KT stations with audio feedback and multi-lingual capability have reset the benchmark. Nail-biting wait times have been reduced through the introduction of queuing systems which allow clients to select from available customer service representatives. This focus on “client services” has been well received by test applicants and test administrators.
But Jolera’s improvements don’t stop there. Back-end improvements include more stable connections and additional operational security through the utilization of cellular data networks. Support ticket triage and resolution times have been reduced by 50%. A variety of managed solutions including full network and performance monitoring, antivirus/anti-malware management,
preventative maintenance, network security, data backup and recovery now allow SERCO to achieve a level performance metrics formerly deemed unachievable.
Jolera looks forward to a mutually beneficial relationship with SERCO in serving Ontario’s driving public and would like to thank Computer Dealer News for acknowledging its efforts as the 2015 winner of the Channel Elite Solution Provider of the Year.
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