The growing mass of vehicles on the road and constant traffic demand intelligent systems to handle the flow of traffic effectively. As these systems get more and more complicated, so does the monitoring effort.

Headquartered in Vienna, Austria, Kapsch TrafficCom provides intelligent transportation systems (ITS) that support and optimize road transportation around the world. These systems help manage access in urban areas, monitor traffic and enforce traffic laws, control traffic flows and prevent traffic jams, or detect incidents in tunnels and on open roads.

Kapsch TrafficCom is a recognized supplier of electronic toll collection worldwide and has references in 44 countries on all continents, including five nationwide systems and a number of systems on individual road sections, including bridges (for example, the Golden Gate Bridge) and tunnels. As long as all devices and systems work well, everything is fine. But what happens if one component involved in a complex toll system malfunctions? This means that a toll cannot be billed correctly, and revenue of the road operators that is needed to maintain and expand the infrastructure is lost. Preventing such an incident requires connecting with the right local service partner to resolve the issue quickly and efficiently.

As head of technical operations, Ing. Gerhard Hudecek and his team are responsible for keeping all systems up and running around the clock from a technical perspective to keep traffic flowing, deliver the best quality of service to customers, and make sure of smooth toll charging and administration.

"With our systems we gather a lot of data every second that needs to be processed, consolidated, shared with our partners, and monitored in order to guarantee the requested service-level agreements,” says Hudecek. In the past all that information and data was stored and managed using in-house developed tools, emails, and various Excel spreadsheets. At that time and with these tools there was no opportunity to manage service-level agreements (SLAs), generate reports, or manage the various service providers that are needed for operation.

“You cannot run technical operations for these complex toll collection systems on spreadsheets and emails,” says Hudecek. “With the implementation of the first fully electronic multi-lane free- flow tolling system, it was clear we needed to do something different and needed another solution to manage such a system, control our global IT service processes, and guarantee high performance.”

Everybody in the service ecosystem needs to be able to access information in real time, have a clean and complete documentation and history for solving incidents, and have visibility and transparency in the process.

Hudecek and his team found their solution in Cisco ServiceGridTM technology, which provides the platform to easily integrate all partners and their different service management systems in the cloud and share information end to end. Cisco ServiceGrid$reg; enables transparent service delivery in order to minimize disruptions and solve incidents rapidly.

Kapsch TrafficCom can now integrate its branches around the globe as well as all third parties. All incidents are visible and automatically routed to the right local provider whenever necessary based on the predefined logic. In that way processes are automated, and support cases can be handled and resolved across helpdesk, technical support, field service, and external providers. ServiceGrid enables Kapsch TrafficCom to implement new toll collection projects in a very short time compared to other tools or in-house solutions in consideration of all necessary requirements.


More information

It is important to solve disruptions and malfunctions as quickly as possible. Mismanagement of toll collections, for example, can result in lost revenues for road operators.

The need to manage and monitor traffic efficiently to make sure of traffic flow and safety is on the rise. More and more devices, components, and systems are used and needed in traffic management, which results in the production of a lot of data and the need for all of these “things” to be connected and supervised: a good example of the Internet of Things (IoT).

Fast Facts

Customer Name: Kapsch TrafficCom AG
Industry: Transportation
Location: Headquartered in Vienna, Austria, with subsidiaries and representative offices in 33 countries
Number of Employees: 3,300+

Business Challenge

Make sure time-critical projects meet government and individual requirements
Build global IT service processes and cross-continental support structures
Speed issue resolution to minimize revenue loss for road operators


Cisco ServiceGrid

Business Results

End-to-end service governance for active provider management
Accelerated implementation and rapid integration of new partners
Extended new projects cost- effectively, enabling growth and increasing profit