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WA’s Main Roads CRM Platform Migrates to Cloud

Western Australia’s Main Roads has completed the migration of its customer relationship management (CRM) system into the cloud in collaboration with an American multinational technology corporation. The government agency has transitioned CONNECT, a Dynamics-powered CRM suite by the company, to the cloud as part of a nine-month project.

The project, supported by ASG and WithPrecision, is aimed at modernising the legacy system and providing enhanced support for its network operations centre. The new cloud-based CONNECT platform is being integrated with Main Roads’ raft of legacy software, including its Oracle-based road data application and its record-keeping systems.

Main Roads is planning to create an Azure Data Lake to store data from different systems. To enhance its data and analytics capabilities, the agency also plans to make more use of Microsoft’s Power Platform to turn the stored data into actionable insights.

The platform has been customised to support the agency’s 24/7 Customer Information Centre by allowing staff to record calls as a customer activity or convert them into a case or fault report. Activities, cases or fault reports can also be linked to customised Project pages providing a centralised view of all customer interactions related to road projects across WA.

Main Roads CRM System Manager stated that the new platform has been well received by users. He noted that people very quickly could see the advantage of having a centralised customer system and start building a more holistic view of our customers. It gives the team a real-time view of what’s going on within infrastructure delivery projects which they never had before.

OpenGov Asia recently reported that Transport for NSW is hoping that aggregated data collected by a Dutch consumer electronics company and LiDAR systems might provide it with more timely insight into conditions and hazards on the state’s road network. The agency, in collaboration with iMOVE Cooperative Research Centre (CRC), currently relies on videos taken by crews for safety assessments, from which certain road attributes are extracted.

However, TfNSW wants to speed up the process, and has embarked on a project that will “convert raw data… into an international standard five-star rating system”. The project will deliver 20,000 km of road attributes in NSW using TomTom’s MN-R map data, as well as prove feature extraction techniques and machine learning for LiDAR data.

MN-R is the model that the consumer electronics company uses to keep its mapping data up-to-date. It combines several layers of data collection techniques, including from the use of its navigation systems and from sensors.

In addition to understanding road conditions and hazards, TfNSW hopes the project could also lead to the development of predictive algorithms around injuries and fatalities in the future. The project will feed into a global ‘AiRAP’ initiative from a non-profit roads rating agency, the International Road Assessment Programme (iRAP).

TfNSW is also working with the University of Technology Sydney and geospatial data experts an NSW software company on the project. The local company has previously partnered with the consumer electronics company to extract more than 50 road assets and safety features such as road markings, safety barriers and trees from LiDAR data.

The IRAP global innovation manager, who is overseeing the project, said AI had the “potential to reduce costs and increase the frequency and accuracy of data”. She noted that making faster and more affordable data collection possible means that safety assessments can be done on an annual basis across the whole road network.

The global road safety market size was valued at US$2.88 billion in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 12.4% from 2021 to 2028. During the COVID-19 pandemic, road fatalities witnessed a sharp decline.

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