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A consulting lab for automatic payment machine process optimisation: a hypothesis evaluation and impact analysis
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Resumo(s)
This Work Project conducted a structured assessment of HIO’s APM system in Portuguese toll plazas, analysing operational variability, user interaction disruptions, and sustained reliance on remote operator assistance. The analysis evaluates a set of operational and technological hypotheses through internal evidence, external research and quantitative impact assessment. The analysis measured the expected effect of proposed interventions on error frequency, resolution time, and system throughput. Results revealed a heterogeneous impact across hypotheses, both operationally and financially. The project concludes with a set of prioritised recommendations aimed at improving processing efficiency and strengthening overall system performance.
Descrição
Palavras-chave
Strategy consulting Innovation Technology Mobility Semi-automatic toll collection Toll efficiency Throughput improvement Operational management Process optimisation Human–machine interaction