Service 4.0 is omnipresent, also in the Streets of Zurich
Internet of Things in Traffic Management
A modern traffic-control makes a networked traffic management possible in Zurich. Among others it is connected to traffic lights. This allows for their automatic traffic-related, or if necessary, also manual control. If an incident occurs at a traffic light, the latter can be reported directly to the traffic-control system via control unit of the traffic light concerned. Fast and successful correction of such disruptions in traffic-related systems is the task of the Traffic Management of the city of Zurich.
Service Management with trueAct
To achieve this goal well and efficiently, Zurich has decided in the course of purchasing a new traffic-control system to also introduce a new service management solution at the same time. In this process they chose the flexible software suite trueAct by PIDAS. With trueAct most diverse stakeholders in Zurich, such as drivers, pedestrians, police or fire departments, are able to report requests, problems and incidents connected to traffic via the most suitable communication channel respectively.
Service 4.0 thanks to trueAct
Service 4.0 due to the possibilities of trueAct:
- trueAct is able to capture incoming problem reports automatically as service cases, categorise and assign them to the responsible people for further processing.
- In order to avoid incidents proactively, recurring maintenance work can be planned and disposed automatically.
- If required, external partners are simply integrated into service processes.
- Thanks to the remote service functions of the traffic-control system, incidents can be analysed from a distance and partly can even be repaired without on-site action.
- Responsible employees of the Traffic Management have a panoramic view of all current events at any point in time.
Zurich is well advanced in the implementation of continuous information flows between
- road/transport users (customers)
- traffic systems
- traffic-control system
- service management system
- and service technicians.
The Road to Service 4.0
A Question of the Maturity Degree
Performance of Service Organisation can be represented by a multi-level maturity degree model.
The first level consists in the use of telecommunication. Customers directly contact competent employees within the organisation. It is difficult to achieve good reachability and fast service in this way. As also standard requests need to be answered by qualified employees, service costs are high.
The second performance level aims for a better organisation of Customer Service. For this purpose, a central touch point for all customer requests (Single Point of Contact) is established. The goal is to achieve that only challenging customer requests are forwarded to downstream, more expensive, competence levels.
On the third level, repetitive tasks are automated. Thanks to software-supported Knowledge Management more tasks can already be completely resolved by the first competence level (First-Level). Self-service solutions even allow for a fully automated response of customer inquiries.
By Service 4.0 we understand the currently highest performance level in Customer Service. Thereby, people, technology and organisation are geared towards the management of customer experiences (Customer Experience Management). Recently, service also communicates with products of customers that are integrated into the internet (Internet of Things).