ANNUAL REPORT - Raiffeisen Informatik

IV.4. SERVICES FOR FURTHER LEADING COMPANIESINTERNATIONALIZATION OF THE TOLL SYSTEMinvoiced and these then charge the tolls to theircustomers.Raiffeisen Informatik developed the central Austrian trucktoll system on behalf of ASFINAG and has been operatingit reliably and with very high availability rates since a leading role as toll system operator and toll serviceWith the interoperability project, the client ASFINAG plays2004. The main objective is to continually improveprovider within the European toll system. The CREATEthe quality and functionality of the central system, and to project was finalized in 2013 and is now ready for use.increase ease-of-use. In addition to the developmentand operation of IT solutions for the central system,Raiffeisen Informatik is also responsible for the entire ITinfrastructure of the toll project. This includes theA MODERN DATA CENTRE FOR GEMDAT NÖadministration of customer and contract data, reporting,fines, point-of-sales applications, payments and invoicing Gemdat NÖ, the largest municipal IT service provideras well as printing output.in Lower Austria, provides its customers with a wide rangeof services. The service portfolio includes the networkWith the CREATE Project, which is the toll systeminfrastructure as well as the entire IT equipment withEasyGo+, Raiffeisen Informatik achieved a further milestonetowards a uniform European electronic toll system 2004, the IT infrastructure made available by gemdat NÖservers, personal computers and peripheral devices. Since(EETS, European Electronic Toll Service). This projectto its customers has been operating stably and performantenables interoperability of the central Austrian truck toll at the high security data centres of Raiffeisen Informatik.system with the Scandinavian toll systems and operators However, the success achieved and the growing numberwithin the EasyGo+ network.of customers of gemdat made it necessary to enlarge thecapacities of the infrastructure. For this reason, RaiffeisenThe toll system EasyGo+ enables the smooth exchange Informatik was charged with the task of developing aof contract data and toll transactions between countries. new infrastructure concept. The expectations placed inThe Scandinavian as well as Austrian users of the tollproject were high: The infrastructure environment didsystem can debit the toll fees in the respective othernot only have to feature long-term flexibility, but also makecountries using only one vehicle device (OBU – On Board it possible to put new services into operation quickly. TheUnit) and under one contract. Therefore, the time-consumingand expensive installation of several vehiclethroughout. Raiffeisen Informatik took over the setupstability and quality of the systems had to be guaranteeddevices is no longer necessary.and the basic technical operation of the IT infrastructure.Within the scope of modernization, Raiffeisen InformatikFollowing the (dual contract) interoperability agreement set up a high performance, scalable and service-orientedwith Germany (toll system TOLL2GO), the toll servicesystem structure. Raiffeisen Informatik now operatesEasyGo+, is a project to implement the Europeanvirtual and physical servers, it provides the network andDirective for the establishment of interoperability ofthe databases, and manages all of the data for gemdatelectronic toll systems in in Europe. The aim is to create NÖ. All services required are provided from one sourcea system that enables users to obtain a vehicle deviceand this helps customers to save administrative work andfrom a licensed service provider (EETS provider) that is keep costs low by exploiting synergies.compatible with all European fee collection systems.This service is designed to make it possible to set up a It was very important to gemdat NÖ that the migration andsystem to collect tolls under a single contract with anextensions to existing components did not interfere withEETS provider and only one vehicle device for the entire the daily work of customers. Therefore, the changeoverEuropean Union. Toll customers can enter into awas carried out in defined maintenance time windows thatcontract with an EETS provider of their choice. The EETS were scheduled at the end of workdays such as in theproviders pay the so-called toll chargers the toll feesevenings or weekends. The availability and security of thesystems are crucial factors for the operation of an ITinfrastructure. The servers of gemdat NÖ are monitoredat the data centres of Raiffeisen Informatik 24 hours aday and protected from intrusions. The company’s ownSecurity Competence Center bundles expert know-how inthe area of security and applies security concepts. Thehardware of gemdat NÖ is operated with a redundantInternet connection via a 100 Mbit line. The sophisticatedvirtualization technology applied makes it possible toconcentrate workloads precisely on the resources neededfor the provision of the service. The use of modern storagesolutions and archiving systems ensures the availabilityof important information at all times.NEW IT SERVICE PLATFORMS FORWIENER WOHNEN KUNDENSERVICE GMBHWiener Wohnen Kundenservice GmbH (WRWKS) wasfounded in 2002 and is a 100% subsidiary of the city ofVienna. Wiener Wohnen Kundenservice GmbH wanted tooptimize communication between the enterprise WienerWohnen and its customers and the tenants of the cityownedhousing developments and to offer an improvedtelephone line. Furthermore, the workload for theemployees of the customer service centres was to bereduced so as to permit them to focus more on their coretasks. A multi-media call service was established toenable the communication of Wiener Wohnen with itscustomers based on state-of-the-art technologies.Since 2006, WRWKS has been a customer of RaiffeisenInformatik, which is responsible for the hosting of thededicated servers for the entire operations and for thedevelopment of customer applications jointly withsubcontractors. In 2011, WRWKS took the decision torelaunch the entire IT with the aim of redesigning thesystem architecture and standardizing the many differentapplications. In 2012, Raiffeisen Informatik won thepublic tender for the contract.Raiffeisen Informatik was charged by WRWKS with thesetup and operation of a modern system infrastructureand a state-of-the-art applications landscape for thebusiness critical applications. Therefore, for example, anew service platform was created to support telephonyservices. The system provides a central service number(with a call centre in the background) for tenants. Tenantscan call this number to report any problems relating tothe flats and these are then immediately assigned to thecompetent area (e.g. laundry rooms, lighting, elevators).Around 900 users work with the application that receivesup to 3,800 calls per day.The application “building information system”, which isa separate business process at WRWKS, collects all relevantinformation on the residential buildings such asdescriptions of courtyards, and maintains the data up todate and available to the employees of Wiener Wohnenon various platforms. The service includes a database ofimages, which can also be used for the media.The Intranet, the internal communications platform foremployees of Wiener Wohnen, is used for simple documentexchange tasks between users and has diverseinterfaces to other applications such as the buildinginformation system. Registration uses a central password(single sign-on).The system for daily business routines, the project tooland project documentation are additional internal supportapplications for business cases and projects. Theinformation processed from the diverse systems is madeavailable to all involved parties and also to externalpartners. For the setup of centralized data collection andfor statistical evaluations, Raiffeisen Informatik createda data warehouse for Wiener Wohnen Customer Servicesthat contains information in different data formats andfrom different sources (text files, Excel sheets and databasefiles from Access, MySQL and MS SQL) andpermits the display in the form of diagrams.The IT service platform set up can be adapted to futurechanges and permits the further development of currentapplications to keep up with technological advances.Work is in progress in many other areas, such as ona knowledge management database, and these projectsenhance the extensive system environment.SECURE IDENTITY MANAGEMENT FORÖSTERREICHISCHE LOTTERIENÖsterreichische Lotterien is an international gamingcompany that offers adults a wide range of high qualitygames. 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