Objective
Traffic and cross-border travel has been growing at a rate of more than 10 % during the last ten years. It is forecasted that, due to open European borders, growing European awareness, increased business and leisure travel this growth will increase. The number of incidents of car break-downs, accidents, thefts, etc. is growing at the same rate.
For many years the ARC automobile clubs (AA (United Kingdom), ADAC (Germany), ÖAMTC (Austria), TCS (Switzerland), ACI (Italy), RACE (Spain), TCB (Belgium), ANWB (The Netherlands)) are providing assistance, in their home country, in cooperation with service providers, such as towing companies, garages, rental car companies, to those travellers in need. They are mainly focused on their home markets, but with the internationalisation of the travel market there is an urgent need to develop an international presence to meet customer demand for pan-European assistance.
As an answer to this customer need and growing competition, the chief executive officers (CEOs) of all ARC Clubs, have a common vision: incident management is a pan European affair and incident management services should be provided to a European citizen according to the highest possible standards. This means that an operator, anywhere in Europe, should be able to determine the entitlement to service and if applicable be able to converse in the native language of the member and manage the incident through, in cooperation with the local service providers, to its successful conclusion.
The first step towards a single process for international incident management is that ANWB, AA, ADAC, Race and ARC France will re-design their business processes, supported by specific IT solutions, to realise at a pilot scale a virtual pan European assistance organisation. The results and experiences can be used to further roll out the interoperability to other clubs, other service products, and related service organisations such as fire brigades, police and hospitals .
The ARCIP project will make the first step towards one virtual European Club in which the individual clubs work very closely together. In that way a consistent quality of service is given to individual members and business customers (car manufacturers, fleet owners, etc) in all European countries based upon efficient and effective operations within the clubs and service providers involved.
The main objective of the ARC Interoperability Project (ARCIP) is to realize a limited business pilot (limited to vehicle services and the number of participating organisations), where the business processes are partly integrated into the local club. This implies the following steps:
1. Integrate selected elements of the incident management processes of a home club with local clubs; this will require business process re-engineering.
2. Design and develop communication links between local and home club systems to support the business process (standardization, communication protocols, integration in existing home club systems).
3. Support training for home club and local club staff to adapt to the new situation (human resource issues, cultural differences, language).
4. Run business pilots to test elements of the new pan European business processes.
5. Develop plan for exploitation of results.
The main areas for exploitation are: to roll out the results of the business pilot in other clubs, to expand the car-incident services to other services, to expand business in other (geographical) markets and to expand interoperability to other service organisations (fire brigades, hospitals, police etc.)
Topic(s)
Call for proposal
Data not availableFunding Scheme
CSC - Cost-sharing contractsCoordinator
2596 EC Den Haag
Netherlands