RAC Utilising Data Insights To Keep Fleets

Moving

Microsoft Driving Workforce Enablement Through IT

Innovation

Alan Beveridge

Head Product and Propositions,

Connected Solutions

1

RAC 119 Years Of Championing The Motorist

3

RAC History and Facts

119 YEARSREPAIRING VEHICLES AT THE ROADSIDE

Established

1897

4.5MANNUAL CALLS

8.6MMEMBERS

6M CORPORATE DRIVERS

2.3M

JOBS ATTENDED PER ANNUM 19

SECS

WE FIX A CAR EVERY

BUSINESS-WIDE YTD PERFORMANCE

94.7% CSI & 93.7 NPS

4

RAC Centred Around The Car and The Driver

RAC Roadside

Delivery Services

Insurance

Services

Data

Services

Accident /

Legal Services

Telematics

Solutions

Inspection

Services

Technical

Training

Contact Centre

Operations

RAC Cars

Web PortalCar

Passport

Strategy centred on positioning RAC as ‘The Motorist’s Champion’

RAC Business

Club

Additional services:

Fuel card

Tyre Service

Garage Networks

Battery replacement

Mis-fuel service

Body repairs

Internet shop for motoring products

Key care

5

Everyone Cares About Cars

Driver HR Finance Fleet Manager

Business Driver

• Spend large amounts of time

on the road.

• Vehicles issues cost money.

• Vehicle Management/

Expense Management is

Additional Effort.

• Additional burden of need to

meet company efficiency and

driving behaviour standards

Improving Efficiency

• Lowering the costs of the fleet

• Fuel

• Insurance

• Vehicle Usage

• Parts

• Service

• Fraud

• Cost of ownership

Responsibility For Driver and

Vehicle

• Vehicle Health

• Regular Servicing

• Proactive

maintenance

• Incident management

• Vehicle Management

• Location

• Fuel

• Driver Management

Duty Of Care To Drivers

• Responsibility to ensure that

drivers are safe .

• Introduction of methodologies

without infringing into

employees day to day

working.

• Looking to improve the

employees experience.

• Targeted programs to improve

driving behaviour

Connected technology enhances services The Drive to Pro-Active and Predictive

6

Reactive Services Pro-Active ServicesTech

Roadside Assistance

Accident Management

Contact Centres

Connected / Telematics

Data Analytics

Decision Engines

Fault Alerts / SMR

Instant FNOL

Claims Management

Predictive ServicesTech

Deeper Diagnostics

Stream Analytics

Machine Learning

Predictive Maintenance

Accident Avoidance

Services On Demand

RAC and The Connected CarIt all starts with Data

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LOCATION

VEHICLE HEALTH

DRIVING PROTECTION

RAC and The Connected CarKeeping You Car Moving

8

GPS Derived Data

Crash Reporting

Driver Behaviour

Vehicle Data

RAC Platform

Nebula SystemsDiagnostic Database

RACExperience Database

Real-Time Data FeedFault, Symptom, Fix

Service Status

Mileage

Driver Behaviour

Collision Data

Location

Motorists. We salute you.

Connected Technology Enhances ServicesRich and Pro-Active Services

9

Data Processing

Engine

Pro-Active Roadside

Pro-Active Fleet Services

Pro-Active Insurance

Pro-Active Accident Services

Odometer

Driving Records

Risk Management

Driver Risk / Behaviour

Vehicle Status

Fault Data

Fleet Management

24/7 365 FNOL

Instant Notification

Triage & Solution

Network Management

Connected to Recovery

Full audit trail of event

Vehicle fault data

• Call centre

• Patrol

Breakdown

Historic Faults

Location

Driver Risk

Fraud Management

Driver Coaching

FNOL Alert

Crash Report

Vehicle Health

Service Reminders

Roadside

Experience

Data

Motorists. We salute you. 10

Vehicle faultsExample Fleet

Below is a sample of the data we interpret from the telematics data

• We can see that vehicles often have multiple DTCs, but usually related to the same fault

• We advise that the vehicle shouldn’t be driven where:

• Fault could be causing longer term damage to the vehicle

• Fault is related to safety related item (steering / brakes etc)

• Many of the faults may not case a break down today, but if left unresolved:

• Will cause a drop in vehicle performance and economy

• Cause a more serious fault or breakdown in weeks or months to come

Data as of 21st October

vehicle_registration DTC dtcname advice cman_name cran_name

LM63LDV P0103 Mass or Volume Air Flow Circuit Low Input Drive to repairer MERCEDES-BENZ VITO

LM63LDV P0107 Throttle position sensor/air inlet sensor/MAP sensor Drive to repairer MERCEDES-BENZ VITO

LM63LDV P0113 Temperature sensor at the air flowmeter Drive to repairer MERCEDES-BENZ VITO

LO11CVT P0045 Turbocharger/Supercharger Boost Control A Circuit / Open Don’t Drive VAUXHALL VIVARO

LO11CVT P0380 Relay preheater Drive to repairer VAUXHALL VIVARO

LV14ATY P253F Low Oil Quality Don’t Drive RENAULT TRAFIC

LV63RFO P0130 Upstream oxygen sensor signal fault Drive to repairer RENAULT TRAFIC

SA61ERV P1351 Relay preheater Drive to repairer CITROEN BERLINGO

SA61FKT P1351 Relay preheater Drive to repairer CITROEN BERLINGO

SA61JHV P0104 Mass or Volume Air Flow Circuit Malfunction Drive to repairer CITROEN BERLINGO

SA61JJU P1351 Relay preheater Drive to repairer CITROEN BERLINGO

SA61JJZ P0401 Lambda probe heating (bank 1 sensor 2) Drive to repairer CITROEN BERLINGO

SA61JJZ P0409 Position sensor for exhaust gas recirculation control (Bank 1) has an electrical fault Drive to repairer CITROEN BERLINGO

SA61JJZ P0490 Not enough EGR valve too closed in relation to the reference value Drive to repairer CITROEN BERLINGO

SA61JJZ P1459 Manufacturer&#173specific Drive to repairer CITROEN BERLINGO

SA61LSD P1351 Relay preheater Drive to repairer CITROEN BERLINGO

SA61LSV P1351 Relay preheater Drive to repairer CITROEN BERLINGO

SA61LSX P0500 Wheel speed sensor circuit Don’t Drive CITROEN BERLINGO

SA61LSX U0121 TC/ABS Don’t Drive CITROEN BERLINGO

YN66SBO P2463 Soot content of diesel particulate filter too high Don’t Drive FORD TRANSIT CUSTOM

YN66SCZ P2463 Soot content of diesel particulate filter too high Don’t Drive FORD TRANSIT CUSTOM

Motorists. We salute you.

Example of cost escalation preventionRepair cost reduction through pro-active intervention

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FL14VKZ

Date fault first

seen Code Description

30/09/2016

04/10/2016

10/10/2016

P0299

P242F

P253F

Turbocharger/Supercharger "A"

Under boost Condition

Particulate Filter Restriction - Ash

Accumulation - Bank 1

Engine Oil Deteriorated

Repair

Replace hose / hose

clip

Replace DPF

Repair engine damage

Part cost

£140

£1,000

£7,000

Vehicle broke down “warning light” on the 10th

Example of Connected BenefitsB2B customer monitoring driver behaviour

Fleet of 3.500 vans

Insurance premium of £5.2M in 2015

Fitted RAC Telematics to monitor and improve driver behaviour and detect crashes

Also wanted fleet management and tracking capability

In 2016 decided to self-insure the fleet

Break-even for customer was a 50% reduction in accidents

YTD 2016 crashes reduced by 75% with savings of over £3M

Driver scores have risen from an average of 44 to 70

ECP pays a sliding scale monthly bonus from £50 (for a months score of 70), to

£175 (for a score of 99)

Total savings YTD on repairs, maintenance, servicing etc of £5M

Now looking to install company cars

Motorists. We salute you. 12

And The Driver Information In The Palm of Your Hands

13

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Everyone Cares About Cars

Driver HR Finance Fleet Manager

Business Driver

• Spend large amounts of time

on the road.

• Vehicles issues cost money.

• Vehicle Management/

Expense Management is

Additional Effort.

• Additional burden of need to

meet company efficiency and

driving behaviour standards

Improving Efficiency

• Lowering the costs of the fleet

• Fuel

• Insurance

• Vehicle Usage

• Parts

• Service

• Fraud

• Cost of ownership

Responsibility For Driver and

Vehicle

• Vehicle Health

• Regular Servicing

• Proactive

maintenance

• Incident management

• Vehicle Management

• Location

• Fuel

• Driver Management

Duty Of Care To Drivers

• Responsibility to ensure that

drivers are safe .

• Introduction of methodologies

without infringing into

employees day to day

working.

• Looking to improve the

employees experience.

• Targeted programs to improve

driving behaviour

15

Everyone Cares About Insight

ManufacturerDealers and

LeasingFleets Driver

• Warranty Control

• Usage Monitoring

• Customer Contact

• Lowering the costs of the fleet

• Fuel

• Insurance

• Vehicle Usage

• Parts

• Service

• Fraud

• Vehicle Up Time

• Customer Promises

• Cost of ownership

• Spend large amounts of time

on the road.

• Vehicles issues cost money.

• Vehicle Management/

Expense Management is

Additional Effort.

• Additional burden of need to

meet company efficiency and

driving behavior standards

Vehicle Health

• Service and Warranty

Management

• Usage Monitoring

• Client Services

• Vehicle Visibility

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16

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