Main Roads Western Australia has implemented a multi-phase IT project built on the Microsoft Dynamics CRM 2013 platform.
This will enable it to address increasing traffic congestion and improve operational efficiency without increasing budgets.
Main Roads WA previously relied on off-the-shelf solutions to meet its needs, meaning it could not develop upon its platforms to address changing demands.
Its new Microsoft Dynamics CRM 2013 platform can be accessed by office-based staff and field technicians - who have been equipped with Panasonic Toughbooks running Windows 8 - to better collaborate, schedule jobs, and create management reports.
This is driving significant efficiency gains within existing budgets and ensuring all problems are closed out, according to a company statement.
The platform is streamlining the transfer of fault reports for traffic and electronic school zone signals so that field technicians can be rapidly assigned jobs to alleviate congestion faster, with a view to extending it to systems including road lighting, message signs and electrical systems in the future.
Main Roads WA director, metropolitan operations, Domenic Palumbo, said his organisation was responsible for a road network in a state that was bigger that Western Europe.
"In recent years, WA’s population growth has exceeded expectations and traffic congestion in Perth has become a major challenge for us," he said.
"To overcome this challenge, working with Microsoft partner SMS management and technology we implemented a multi-phase IT project built on the Microsoft Dynamics CRM 2013 platform.
"We have found the platform to be a great middle way for an organisation like us, which has repeatedly found and relied on off-the-shelf solutions to meet our needs without deploying bespoke systems that become “islands” we can’t build upon and develop."
He said the Microsoft Dynamics platform first enabled a Maintenance Management Information System (MMIS).
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"This allows field employees to locate and register road maintenance problems and relay repair information back to our regional office in Perth while office users can quickly schedule and approve jobs and create management reports," he said.
"The subsequent efficiency gains have meant we can get more maintenance done within existing budgets, and ensure that all problems are closed out."
He said the second big deliverable enabled by the CRM platform was a refined extension of the MMIS known as “Sparks”.
"The first phase of this solution is focused specifically on Main Roads WA’s electrical assets including traffic signals and electronic school zone signals.
"The next phase of the Sparks solution will be focused on spares inventories; on ensuring field crews know what components are stored in the various locations so they will know what’s available and where, and inventory will be more efficiently managed.
"We also hope to link some of the on-site systems such as the internal diagnostic systems in traffic signals so the alarms from these will feed directly into the field technicians’ Toughbooks."