Customer Services

Service desk management of issues raised by road users

iROADS comes with a full suite of customer services features to help road management organisations interact effectively with road users. The aim is to ensure road user satisfaction while also gathering rich and effective information about the network.

Issue management features enable all activities required to deal with issues raised by road users (these can be reported via numerous channels), and ensures that issues are closed out efficiently, while capturing the valuable information for future use. Our public mobile app (downloadable via the usual app stores) allows road users can use to raise issues or provide feedback about the network, including sending images. Finally, the Citizen’s Web Portal is a dedicated webpage via which selected information can be published publicly – for example: locations and details of planned roadworks. 

System Requirements

Runs in any web browser

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Issue management

Our central customer services features facilitate all issue management activities: gathering inputs from all channels (phone, webform, app, etc.), assigning issues for resolution, tracking issues from start to finish, and keeping all those involved updated.

Public mobile app

We can make a tailored version of the app available for public use (fully optional). Some customers use it to great effect, massively increasing road user engagement and providing vast amounts of useful information about the network.

Citizen's web portal

This optional feature enables the publishing of selected information about the road network to a public webpage. This is a great way of communicating efficiently and effectively with a very wide user base.

Monitoring & reporting

All relevant metrics on issue management are automatically tracked in dedicated dashboards, allowing both at-a-glance and detailed monitoring of, for example, trends in issues being reported, issue resolution rates, and road user satisfaction.

Automated workflows

Customer services management can be a costly, time-consuming process. iROADS provides options to automate parts of the related workflows to tackle this – e.g.: relevant teams can be automatically notified when an issue is raised in their area. 

iROADS demo of customer services management module

Other iROADS Modules

Mapping & Spatial Data

All your asset data accessed and managed via practical map views

iROADS Mobile

App based management of workflows for field operatives

Asset Data Marketplace

Enrich iROADS with relevant, compatible and reliable 3rd party datasets

Video & Imagery Surveys

Map video/imagery from surveys to its precise position on the road network

Asset Register

Search and view on a map all your asset inventory data

HDM-4 Integration

A dedicated module to integrate seamlessly with HDM-4 software

Whole-Life Cost Analysis

Identify optimum scheme designs including lifetime maintenance costs

O&M Toolkit

Supports the operation and management of all aspects of the highway network

Self-Service Analytics

Built-in data transformation capabilities to repurpose data for new analysis
Data transformation

Data Workbench

Tools for importing, exporting, validating, reviewing, and approving data

Resilience Planning

Assess the risks of assets to weather events, and improve their resilience
Products iROADS Risk Toolkit

Risk Toolkit

Identify, assess and prioritise risks and then manage follow up activities

PFI Toolkit

Produce standard performance milestone-based reports for PFI/PPP contracts

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