RACV takes to the road with an IBM Lotus Notes mobility solution

Published on 30-Dec-2010

Validated on 13 Jan 2014

"We needed to cut costs in IT operations, and saw that our staff could be more self-sufficient, undertaking everyday processes including resetting passwords to reduce calls to the help desk. We also identified that server compression could improve the operation of the servers and the cost to run – and we’ve already realised a storage saving of at least 30 percent" - Brad Kemp, Senior Systems Administrator, RACV

Customer:
Royal Automobile Club of Victoria (RACV) Ltd

Industry:
Travel & Transportation

Deployment country:
Australia

Overview

With more than two million members and over 2,500 staff, the Royal Automobile Club of Victoria (RACV) Ltd was established in 1903 and received a royal seal of approval in 1916. RACV’s main member activities are emergency roadside assistance, technical advice on vehicles, driving instruction, research into road safety and vehicle design, touring and travel tips and the Royal Auto magazine. RACV also strongly advocates for members on many mobility-related issues, including petrol prices, road funding and safety.

Business need:
RACV wanted to provide broader support for its roaming users and reduce the need for dedicated laptops – while enabling users to access their email, applications and settings from mobile devices including Apple iPhones.

Solution:
RACV engaged IBM to develop a solution based on IBM Lotus Domino and Notes 8.5.1 that would provide its mobile staff with quick access to email (including attachments), calendar and address book. IBM scoped and designed the mobility requirements for RACV before deploying a trial on Apple iPhones for senior management. The project scope also included improvement of the user interface, server performance, disk storage and support features including password reset.

Benefits:
By centralising the administration of applications used by mobile workers, RACV has reduced the cost of user and application support, while providing its users with an improved interface that delivers the information they need, even when they are working away from base.

Case Study

With more than two million members and over 2,500 staff, the Royal Automobile Club of Victoria (RACV) Ltd was established in 1903 and received a royal seal of approval in 1916.

RACV’s main member activities are emergency roadside assistance, technical advice on vehicles, driving instruction, research into road safety and vehicle design, touring and travel tips and the Royal Auto magazine.

RACV also strongly advocates for members on many mobility-related issues, including petrol prices, road funding and safety. It also operates quality lifestyle clubs and resorts in Victoria and Queensland, has a comprehensive insurance product suite, and funds community-based projects and activities through the RACV Community Foundation.

The Business Problem
RACV wanted to provide broader support for its roaming users and reduce the need for dedicated laptops,while enabling users to access their email, applications and settings for mobile devices.

Driven by a business need for increased mobility, RACV sought to deliver a productive experience for staff – even when they are disconnected from the network – with a single point of access to email, calendars, contacts, activities,instant messaging, feeds, office documents, collaboration tools and business applications.

RACV also wanted to improve its server performance, develop an attractive and easy-to-use Lotus Notes user interface, and reduce the workload of its administrative support team as part of the project.

Solution from IBM
RACV engaged IBM to develop a solution based on IBM Lotus Domino and Notes 8.5.1 that would provide its mobile staff with quick access to email (including attachments), calendar and address book. IBM scoped and designed the mobility requirements for RACV before deploying a trial on Apple iPhones for senior management– later extending the functionality to other mobile devices including the Apple iPad.

The project scope also included improvement of the user interface, server performance, disk storage and support features including password reset.

“We built our new user interface on an iPhone to test adoption of the format by key users, and prove accessibility to business applications. They were very pleased with the functionality that was delivered, and we are now rolling out the solution over multiple mobile devices, including the iPad.” said Brad Kemp.

Following the implementation of Lotus Domino and Notes 8.5.1, RACV also elected to implement IBM Lotus Sametime 7.0, IBM Lotus Web Content Management, IBM WebSphere Portal and IBM Traveller 8.5.1. This enables staff to use a simple interface to access business applications across RACV’s broad range of products and services, most notably its Road Service and Customer Feedback applications, from almost anywhere – even when disconnected from the network.

Business Benefits for RACV
By centralising the administration of applications used by mobile workers, RACV has reduced the cost of administrative support while providing its users with an improved interface that delivers the information they need, even when they are working away from base.

Productivity improvements for RACV include:
• Significant process efficiencies and lowered cost of support through an ID Vault that enables staff to reset their own passwords.
• Increased productivity of staff resulting from instant access to email, calendar and contacts.
• Enhanced user interface that simplifies communication and increases useability.

Reduction in server disk space through compressed disk space has created cost efficiencies. RACV is now better equipped to archive data on its servers, also resulting in productivity gains for its IT team.

Further plans for increased user productivity include introducing customisable widgets that recognise specific patterns of text, and can be clicked to perform the appropriate business action associated with that widget – for example, retrieving travel information from a flight number in an email.

About IBM
IBM Australia is a leading supplier of information technology, software and services in Australia, helping customers of all sizes to adapt and prosper in the online world. IBM Lotus Software delivers robust collaboration software that empowers people to connect, collaborate, and innovate while optimising the way they work. IBM Lotus Notes 8.5.1 provides you with a single point of access to help create, discover, and share knowledge,collaborate with teams, and take action. As traditional boundaries around work disappear, Lotus Notes 8.5.1 software helps connect you to people and information throughout the enterprise and across the Internet. www.ibm.com

For further information from IBM If you would like to speak with an IBM Sales representative please call 132 426 (in Australia) or0800 801 800 (in New Zealand)or visit us at: ibm.com/auibm.com/nz
For further information on RACVIf you would like to speak with someone from the RACV please call 13 RACV (13 72 28).


- Brad Kemp, Senior Systems Administrator, RACV

Products and services used

IBM products and services that were used in this case study.

Software:
WebSphere Portal, IBM Web Content Manager, IBM Sametime, IBM Notes, IBM Domino

Legal Information

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