ADG Gets Motorists Moving
Keeping up-to-date on every model of car in Australia, including their mechanical make-up and how to diagnose and fix them at the roadside, could be considered an impossible task. But thanks to a new technical knowledge database developed by Australian IT firm Absolute Data Group (ADG), NRMA’s patrol officers now have access to the latest technical information, 24/7 to help them provide more effective Roadside Assistance
The problem: Congestion
NRMA Motoring & Services’ National Technical Support Manager, Mark Williams, says that their previous information management systems were great 25 to 30 years ago when computer-based technical support systems were unavailable, but this is no longer the case.
“Over the years, large volumes of technical information have been produced to provide technical support not only to our Road Service Patrols, but to our vehicle inspectors and technical advisory staff. This information was stored in numerous old databases and in various formats and therefore couldn’t be utilised effectively.”
“Sifting through nine large volumes of paper-based documents to find a specific piece of information was time consuming and ineffective for our patrols and vehicle inspectors in the field.”
The solution: A knowledge hub
The information system’s capability to meet NRMA’s requirements now and into the future, was a key driver for the organisation to look at something else.
“We were looking to develop a capability that allowed for the capture of technical information into one centralised system, which could deliver structured information in both electronic and printed versions, and which would also meet the needs of all Australian Motoring Clubs,” says Mark Williams.
“ADG showed us their Accuro software. From this demonstration, it was clear that ADG had the best understanding of our requirements and a cost effective solution. They could also provide us with previous experience in projects of a similar nature, which was important.”
Accuro drives improvements
ADG’s Accuro software allows automatic creation of catalogues, directories, comprehensive listings and other documents, to multiple media such as print, CD, web and hand-held devices.
Already used by several leading automotive companies including Daimler Chrysler’s Mopar division in the US, the software provides an end-to-end database publishing solution that can manage extensive information requirements.
Accuro utilises data entry, management and content production tools and provides absolute control from start to finish. It is 100% XML compliant and available for Windows, Macintosh, Unix and Linux platforms.
ADG’s CEO Tammy Halter says the new database draws information from NRMA’s technical library, vehicle inspections, road tests, research, training materials, a hints and tips database, and material from other Australian Motoring Clubs and Vehicle manufacturers.
“New information and images can be added at any time through the Accuro Client and data can be extracted when needed and distributed on CD to reciprocal motoring clubs,” says Tammy Halter.
“Most importantly, the database’s user friendly search functionality enables NRMA staff to perform quick and easy searches by vehicle make, model, series and year.”
Information is managed as ‘one vehicle, one record’. Each record contains a variety of technical information and associated images which includes technical specifications and component locations, hints and tips and road test data for that vehicle.
The data is also delivered to web and .pdf output (see pdf image below).
Rallying support
A pilot of the technical knowledge database was run for four weeks from mid December 2005 in twelve NRMA Road Service Patrols across the Sydney metropolitan area. The results were exciting.
“The patrols involved in the pilot were very impressed and needless to say, were extremely excited and supportive of the technical knowledge database.
“Since full implementation of the system, feedback has been great. The patrols have been waiting for a system like this for some time now and finally it’s become a reality,” says Mark Williams.
Realising the benefits
Mark Williams is enthusiastic about the future of the database, based on the benefits already achieved.
“There’s been a broad range of benefits, from providing an efficient central solution for my team to collect and store technical information, to being able to output to various media with a minimum of additional effort,” he said.
“It also provides cutting edge technology within NRMA Motoring & Services and across all Australian Motoring Clubs by providing an electronic technical information capability at the roadside, to assist our patrols to get our members mobile.”
And the future?
“We have a long wish list of initiatives for the technical knowledge database in the future and as such we will do some prioritisation to determine what we will tackle next. One of these key priorities will be making the technical knowledge database available to other Australian Motoring Clubs,” says Mark Williams.
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