Mova Protect

Traffic Ministry (DGT - Dirección General de Tráfico) in Spain needed to create a center for efficiently processing traffic tickets, equipped with the most appropriate systems and software applications as well as BPO processes for the center's management.

Need for managing:

• 577 radar installations
• 322 radars
• 2,800,000 infractions/year
• 1,300,000 sanctionsNeed to improve:
• Record processing
• Citizen assistance (Call Center)
• Legal management

The solution contributed by Indra entailed transforming CEDTA into a model of efficiency and good management practices by using a suitable state-of-the-art technological platform.

To this end, we use the PDCA (Plan-DoCheck-Act) management method that fosters the continuous improvement cycle as the central element of the management model for continuously improving processes and detecting errors. Simultaneously, a continuous quality audit model is implemented, based on the review of significant samples of records processed, telephone calls attended, etc. The services rendered include:

• Receipt of diverse infractions, verification and notification to the citizen, through manual validation means 
• Receipt of documentation sent by the citizen. Receipt channels: email, fax or ordinary mail. Digitalization, entry into the management system and classification for processing
• Document processing. According to type (allegations, appeals, change of addressee)
• Telephone assistance. The call center receives calls from citizens, filtered by a voice menu through which the citizen selects automatic actions. Operator assistance is provided for complex operations
• The solution provided by Indra involved a private, efficient and effective management model, loyal to the vocation of public service. Sharing the principles behind serving citizens, making these compatible with profitability, as a result of applying the best management practices together with technology upgrades

For citizens:

• Speed in processing
• Range of communication channels: fax, phone, Internet
• Information on the disciplinary process and status of the record

For traffic agents:

• Elimination of routine management processes
• Increase in activities of higher added value For the Administration
• Speed in processing
• Optimization of infraction processing costs
• Increase in exemplary penalties, decrease in unpunished infractions
• Efficiency and modernization

• Processing of 160,000 / 300,000 infractions per month
• Processing of 100,000 documents per month
• Handling of 30,000 telephone calls per month
• Average infraction processing time under one day
• Average document processing time from receipt, between one and two days
• Number of operators simultaneously on call, 100
• Technology infrastructure capable of processing 40,000 infractions/hour