Integrify Case Studies Enhancing Customer Satisfaction and Operational Efficiency: A Case Study on PrePass

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	Enhancing Customer Satisfaction and Operational Efficiency: A Case Study on PrePass Integrify

Enhancing Customer Satisfaction and Operational Efficiency: A Case Study on PrePass

Integrify

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The implementation of Integrify has significantly improved PrePass's operational efficiency. The process automation has provided significant process efficiencies and serves as a communication portal to their customers. The system offers real-time status updates for any request, lowering operational costs associated with tracking project status. The training was rolled out internally, delivered by the IT department themselves, and the adoption has been exceptional; all technology and information requests are managed through Integrify. By mandating this process, the PrePass technology organization can successfully deliver high-quality products. The technology office and business users now have 100% visibility into their requests and the status of their particular projects. PrePass is experiencing overall increased efficiencies and has been able to bring new products to market without adding any additional costs.

Impact #1

The implementation of Integrify has significantly improved PrePass's operational efficiency. The process automation has provided significant process efficiencies and serves as a communication portal to their customers. The system offers real-time status updates for any request, lowering operational costs associated with tracking project status. The training was rolled out internally, delivered by the IT department themselves, and the adoption has been exceptional; all technology and information requests are managed through Integrify. By mandating this process, the PrePass technology organization can successfully deliver high-quality products. The technology office and business users now have 100% visibility into their requests and the status of their particular projects. PrePass is experiencing overall increased efficiencies and has been able to bring new products to market without adding any additional costs.

Benefit #1	After the first month of implementation, about 50 requests were going through Integrify, now PrePass averages 50 requests a week.
Benefit #2	More than 2,000 requests have been tracked, implemented, and managed through the system.
Benefit #3	PrePass was able to completely re-deploy a full-time administrator who was previously responsible for tracking changes and customer service issues via email.

Benefit #1

After the first month of implementation, about 50 requests were going through Integrify, now PrePass averages 50 requests a week.

Benefit #2

More than 2,000 requests have been tracked, implemented, and managed through the system.

Benefit #3

PrePass was able to completely re-deploy a full-time administrator who was previously responsible for tracking changes and customer service issues via email.

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Overview

Enhancing Customer Satisfaction and Operational Efficiency: A Case Study on PrePass

Operational Impact

Quantitative Benefit