DBKL: Case Study

DBKL (Dewan Bandaraya Kuala Lumpur) is the local authority which administrates Kuala Lumpur city centre and other areas in the Federal Territory of Kuala Lumpur. DBKL launches its Integrated Transport Information Systems, ITIS a comprehensive traffic management system to monitor traffic flow and analyze road traffic conditions data on 2004. The system is made up of a comprehensive cluster of database and application servers that provide real-time information for Klang Valley road users to access critical traffic information i.e. traffic patterns, imminent road congestion, weather and road conditions.

Juris Contact has been selected to provide the relevant information to the public and agencies. Juris functions as a data dissemination system that is integrated with the other systems to deliver accurate, reliable and timely information to road users and commuters – as and when made available.

Callers call into the ITIS Call Centre and obtain traffic reports, log traffic incidents, complaints and queries. The customer service representatives use Juris to provide the complete case management system.

With Juris, callers can assess traffic congestion on their travel routes and judge whether they need to plan an alternative route.

They can also obtain estimates of trip durations – factoring in the effects of incidents or events – from the start to the end point of their journey.

Juris is integrated to the Avaya S8300 Communication ManagerR2, Avaya Elite ACD and Avaya Contact Centre Express platforms.