Development of a Digital Workflow and Incident Management System for Emergency Vehicle Recovery Services

The client faces challenges due to outdated and low-quality technological infrastructure, leading to inefficient task assignment, delayed response times, and insufficient data collection from motorists. These issues hinder the ability to streamline internal workflows, ensure legal compliance, and offer optimal customer service in high-pressure scenarios involving vehicle accidents and roadside assistance.

A mid-sized emergency vehicle recovery and roadside assistance company operating multiple depots, providing 24/7 support and customer assistance during peak travel seasons.

• Design and implement a mobile and web-based incident management platform to enable real-time task assignment and tracking.
• Develop features for emergency centers to assign recovery tasks efficiently to internal and external agents.
• Implement a digital incident reporting system that allows recovery agents to collect and upload vehicle details, photos, and damage reports from motorists.
• Create an integrated accident location tracker for real-time geographic insights into active incidents.
• Build a backend management system to oversee workflow, monitor task progress, and provide technical support functionalities.
• Enhance legal and compliance coverage by incorporating standardized data collection and documentation tools.

• Task assignment dashboard for emergency centers to allocate recovery tasks to staff and external contractors.
• Real-time accident and incident location tracking with geographic and vehicle specifications.
• Mobile incident reporting app for recovery agents and motorists to upload vehicle details, damages, and photos.
• Data collection module to support legal documentation and insurance requirements.
• Backend administrative control panel for managing workflow, dispatch, and support cases.
• Customer communication interface for providing updates and collecting feedback.

• Insurance and legal compliance systems for data validation
• Mapping and geolocation services for incident tracking
• Notification and communication platforms for real-time alerts
• Vehicle databases for specifications and damage assessments

• High scalability to support fluctuating seasonal demand, ensuring system availability during peak periods
• Real-time processing capabilities with minimal latency
• Secure handling of sensitive customer and incident data, adhering to GDPR and local regulations
• User-friendly interface optimized for field agents and emergency personnel
• Reliable performance with a target uptime of 99.9%

The implementation of this digital management system is expected to significantly improve operational efficiency, reduce response times, and enhance customer satisfaction. It aims to streamline internal workflows, ensure legal compliance through better documentation, and provide accurate, real-time incident data. The project anticipates supporting increased recovery capacity during peak seasons, better resource allocation, and strengthened legal and insurance coverage, ultimately leading to improved service quality and business growth.