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A consulting lab for automatic payment machine process optimisation: an internal analysis of operational constraints and system inefficiencies
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Resumo(s)
This Work Project investigated efficiency constraints within HIO’s APM system in Portuguese toll plazas, assessing operational variability, interaction inefficiencies, and reliance on remote operator intervention. The analysis leverages internal stakeholder interviews, field
observations, process mapping and operational performance data to assess organisational constraints, system inefficiencies and error-resolution dynamics across APM, manual lanes and COP-supported processes. Findings indicate that performance gaps arise from variability in exception-handling and internal coordination processes, leading to longer processing times and higher COP intervention. The resulting recommendations target the most pressing constraints to support smoother operations, greater system robustness, and sustained performance improvements.
Descrição
Palavras-chave
Strategy consulting Innovation Technology Mobility Semi-automatic toll collection Toll efficiency Throughput improvement Operational management Process optimisation Human–machine interaction