ITGS Paper 3 Case Study
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ITGS Paper 3 Case Study
Global Positioning Systems
Used to navigate and localise
Key Vocab for GPS:
Closed Circuit TeleVision
Enhance security of both driver and customer
All data is stored, especially that police asks them for information
Present concerns on employee monitoring
People answer calls,
when people request a taxi
Drivers have to call in, to be marked as taken
Cumbersome to use
Data entered can be wrong resulting in the loss of money
Difficult to keep track of transactions like:
Vehicle Maintanance (especially if they use their own cars)
Efficiency problems, as the system cannot handle the load
Bad efficiency=longer waiting times=more unhappy customers
Detailed Current Process
Customer Booking a Taxi
1. Telephone company with details of destination
2. Provide personal details
3. Have to wait, as they do not recieve any form of confirmation.
4. If the taxi does not arrive the client has to decide whether they
call the centre again or do they call another taxi company.
Dispatch - allocation+booking
1. Recieve call from a customer
What happens if all the operators are taken,
does it mean the connection is cut or put on hold?
2. Contact the driver on a mobile phone.
What if the phone is silent, dead or inaccesible?
Does that mean that the centre cannot reach the driver?
On the list of free taxis. Taxi drivers do not call up to the centre sometimes,
which means that they might be taken. Automatic changes on the list would be a very good,
as they would not need human input for the change, and the operation would not have to be operated by a human.
3. Centre worker gives details of the customer to the driver.
1. The driver recieves a call from the centre, on his mobile phone.
2. Sometimes, the drivers call in the the centre to say that they are taken.
What happens if they are not taken?
What happens if they are picked up on the street and are therefore taken?
Process (Application Area)
Desired Overall Situation
1. The client phones the centre to order a taxi.
2. The system checks which taxi is available and closest.
And sends it to the client, previously checking if the client of new
or old, to determine if the route is already known or not.
3. The client can check where the taxi is, through the tracking system, and know if it is going to be on time.
4. At the same time, the taxi driver is sent the route to get to the client, avoiding traffic due to route planning software.
5. When the client is picked up by the taxi, the route planning software allows the constant alternation of the route
to avoid traffic, and get the client in time to the destination. As this allows shorter journeys and more journeys to
be made in the same time, by one taxi.
Current Overall Situation
1. Customer call the centre and is answered by a human operator
2. Operator looks at the list of free taxis, and contects the driver
3. The driver can be actually taken or be free, so there is conflict resulting in a longer wait time
4. If the driver is free, the operator gives the address, and the driver goes there
No technology or route planning software
Detailed Desired Situation
Customer making a booking
Dispatch - allocation & booking
Red Dragon Taxi Company
Market size: 200,000
They are the market leader
Family run business
10 people in the HQ managing 150 drivers
As they are small they have good contacts with their customer