March 2017

The Ministry of Transportation Ontario collaborates with Infosys Public Services to digitize carrier registration, licensing and performance monitoring

The Ministry of Transportation Ontario (MTO), along with Infosys Public Services (IPS), has implemented a new customer-centric carrier registration, licensing and performance monitoring system as part of its Road User Safety Modernization program. This new Registration and Licensing System of Ontario (RLSO) is a modernization of the MTO’s previous 40-year-old system, digitizing service delivery for thousands of carriers and businesses.

RLSO is an enterprise services-based platform that utilizes a suite of Oracle/Siebel software products. It eliminates manual and paper-based processes and automates transactions, which helps guide workflow by providing any necessary information at the fingertips of employees and customers, says Linda Dunstall, director of Road User Safety Modernization at the MTO. With the implementation of RLSO, Ontario became one of the first jurisdictions in North America to have a truly modern, scalable and integrated carrier registration and performance monitoring solution built on a one-client, one-record model.

MTO and IPS were able to implement RLSO with little interruption to service, all while maintaining the integrity of the MTO’s policies and procedures. They both attribute this to a balanced, dedicated partnership that focused on mutual goals.

“The partnership with MTO was excellent,” says Eric Paternoster, CEO of IPS. “The combined program management team was not dominated by either party and was dedicated to transparently trying to accomplish the business objectives laid out in the original proposal. We had committed and dedicated sponsorship at senior levels on each side.”

“Infosys really hit the ground running,” adds Dunstall. “They had studied our RFP and knew exactly what they needed to do and what additional information they needed from us.”

Thomas Whyte, former senior client manager and MTO delivery partner for IPS, notes that the partnership with MTO included both business and IT teams. “You want there to be a balance between business and IT when it comes to decision making, and MTO had already communicated the project requirements to both sides,” says Whyte. “They kept us involved, and all of our executive reporting and meetings were done as a tri-party arrangement. MTO also did a very good job of making subject-matter experts available to us so we could understand the legacy systems, of which there were approximately 44 over the past 40 years and 100 different interfaces.”

RLSO has many benefits, including 360-degree views of each customer, reducing time to access records by up to 90 percent; reduced application processing time by up to 70 percent for some applications; increased effectiveness and accuracy; expanded delivery channels; and improved compliance and adaptability.

Whyte considers RLSO to be a success for a number of reasons, but particularly because of the system’s increased functionality and ability to grow—even to other areas of administration and to other jurisdictions.

“The system is transportable to other jurisdictions because a lot of them have Oracle and some of these necessary components,” he says. “We have the ability to leverage that and build similar systems for those jurisdictions with the ease of configurable business rules.”

Jurisdictions that want to take advantage of this opportunity “need to be prepared to run pace with a vendor like Infosys,” adds Dunstall. “They work 24/7 to deliver for you. The challenge for us was providing needed input to Infosys in a timely manner. We overcame this with stringent project management techniques and dedicated resources. Our governance and accountability model was key to that success.”