Casquinho, ConstançaBarata, João Alexandre Madeira dos Reis2026-06-192026-06-192026-01-202025-12-17http://hdl.handle.net/10362/203879This 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.engStrategy consultingInnovationTechnologyMobilitySemi-automatic toll collectionToll efficiencyThroughput improvementOperational managementProcess optimisationHuman–machine interactionmaster thesis204239419