In collaboration with SERCO
SERCO DES operating as DriveTest, is a public corporation licensed by the Ministry of Transportation of Ontario (MTO) since September 2 2003 to operate 55 Driver Examination Centres and 39 Travel Points throughout Ontario.
Its mission is to support the Ministry in its commitment to maintain and improve road user safety throughout the province by providing Driver Examination Services (DES) that are customer focused, professionally delivered, and effectively managed.
Every year DriveTest reviews over one million driver documents, administers 725,000 road tests, 500,000 written tests, and processes 600,000 driver license applications. Its commitment to meet MTO operational performance goals is exemplary with results for the past 3 years “hovering” between 97 and 100% (latest posted results for 2013 average 99.9%).
Our most recent project highlights all the elements that Jolera is proud of in its client relationships, a true business partnership, and a commitment to integrity and innovative solutions. Jolera, working hand in hand with Serco, has reinvented MTO’s DriveTest centers through the delivery of a new technology based standard of operational performance and customer service.
This solution is complex and multidimensional, with numerous simultaneously moving parts, including coordination with six third party vendors and nine custom applications. One key element is the End User Computing (Kiosks, Tablets, and All-In-Ones) deployment that included the assessment of their equipment needs, ordering to specification, imaging at the TechData distribution centre and then drop shipping for just in time configuration at each Drive Test site. Jolera has also created a spare pool inventory for the purpose of maintaining a high level SLA and minimizing interruption to the Drive Test Centers.
Due to the requirement of maintaining compliance, as the Ontario Government requires detailed documentation for its GO-ITS compliance. This included verifying that the network design is compliant with the extensive Government of Ontario IT standards, creating all design and documentation artifacts prescribed by GO-ITS and Schedule 16, including:
- Network Design Document
- Test Plans
- Performance and Stress Plans
- Security Test Plans
- Implementations Plans (Network Transition)
- Decommissioning Plan
- Operations Manual
- System Continuity/Disaster Recovery Plan
- Security and Data Privacy Plan
- Service Management Plan
Jolera also implemented a variety of managed solutions that helped complete the solution. These services included:
- full network and performance monitoring
- antivirus/anti malware management
- preventative maintenance
- network security
- data backup and recovery
SERCO’s new forward facing services provide a platform that integrates best-in-class technology targeted at improving three major things:
- Driver examination
- Examiner and customer satisfaction
- Transaction speed and accuracy
Jolera’s comprehensive solution package includes technologies that are integrated under Jolera’s operational umbrella which provides detailed monitoring, key reporting metrics, manages scalability, and centralised billing.
- Physical production co-location services
- High-security penetration management
- Green room isolated full 24×7 service desk support
- One (1) hour failover from production to disaster recovery
- Redundant MPLS network design (combining wired and wireless)
- New tablet testing functionality for examiners and touch screen kiosk stations for customers
- Support triage and resolution times reduced by half
$2M in Operation cost savings
Jolera is confident in saying that our solution has proven to be both operationally and economically beneficial as witnessed by Serco’s annual operating cost reduction of $2M and based on our client’s feedback.
Reduction in network disruptions
SERCO discovered frequent network outages resulted in excessive costs and wasted effort. Jolera was able to solution a faster and more stable connection with the primary circuit to the remote locations typically being ADSL or Fiber, plus the added benefit of load balancing or cellular failover for added operational security. Since the cellular data network is different from the usual broadband networks, there is a low likelihood that something could knock out both networks, causing a large scale Ministry blackout. At their larger and busier locales, Jolera provided a backup connection with carrier diversity in order to ensure that it would be business as usual.
Increased network speed
The speed on the failover circuit is similar to the primary and most applications work with little to no degradation on the MPLS network. This alone, allows the customer service agents peace of mind, knowing that they not only have a network connection that is faster than their previous connection, but they now have a backup that will enable them to work through any potential blackouts. This benefit passes on to the Ministry’s clients as well, as they should see less delays due to connectivity issues. Many of the site supervisors have commented that their internet connection is a great improvement over their previous service.
Paper and pencil to touch screen testing centre
Jolera’s introduction of computerized Knowledge Test (KT) stations has revolutionized the administration of “written” drivers’ tests. Previously, the Ministry of Transportation and Serco utilized pen and paper to administer their G1 tests to customers. With the implementation of the new Dell All-In-One “touch screen “KT stations with audio feedback and multi-language capability Serco has reported overwhelming positive feedback from their clientele.
Reduced customer wait time
Wait times are also being reduced through the new Qmatic queuing systems that were implemented throughout the 56 DriveTest Centers. Clients are given a series of options to select from and directed to the correct customer service representative, in order to decrease the amount of time that is spent at the Drive Test Center.
[Jolera] provided more services and solutions in one month that the previous [integrator] had provided in an entire year.SERCO DES, Canada