Case Study: PrePass achieves improved system reliability, faster issue resolution and cost savings with Nutrient

Improved Customer Satisfaction, Cost Savings and Increased Efficiencies that Lead to New Business

Affiliated Computer Services (ACS) operates PrePass, a nationwide automatic vehicle identification system that helps commercial vehicles bypass inspection stations. Because PrePass is critical to federal and state transportation operations, reliability and accountability were paramount, but reporting of defects, enhancements and data requests was inconsistent and fragmented. Lacking a holistic view of system health, the team spent most of its time firefighting instead of identifying recurring issues or prioritizing strategic improvements.

PrePass evaluated seven vendors and implemented Integrify in mid‑2007, automating workflows for information requests, system defects and change requests with SLA-driven routing, RCA support and a virtual change control board. The solution delivered fast: first process live within 35–40 days, real‑time status updates, Crystal Reports integration and easy web submission. Results included major process efficiencies, improved visibility and customer satisfaction, roughly 50 requests per week (2,000+ tracked to date), redeployment of a full‑time admin, faster product delivery without added cost, and broader adoption across the organization.

PrePass

Cathi Chinn

Technology and Program Management Director