... the home in Great Britain. The Problem In the early 80's, the AA was in a position where the call-handling, recording and despatch systems were in a state of overload, unable to operate effectively. Something was needed to reverse worsening response times and falling customer satisfaction as expectations rose in the light of increasing competition. Due to new competition, greater call volumes, and the increasing number of patrols on the road, management felt they needed to examine their regionally networked scheduling system. It was decided that the company needed a nationally based system, separating call handling and dispatch. The AA previously ran eight regional call centres with mainframe systems, but the 1980s computer and communications technology meant these were largely isolated from each other, so regions could not easily share the load during peak periods. From 1986 a new computer based system (called 'Command and Control') started to replace paper-based operations. This ...

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