Diplomat Navigator Passenger Logistics and Vehicle management.
Diplomat Navigator is the worlds leading call centre software.
Diplomat Ltd. was incorporated in the United Kingdom in August 1996.
It is the manufacturer and reseller of Diplomat data communications equipment for the vehicle telematics market.
Diplomat Ltd. supplies solutions to many diverse business sectors in various parts of the world.
Veolia Environmental Services BP Algeria (Algeirs) BP Angola (Luanda) Star Energy (England) Arquiva (Ireland) SACAB (Johannesburg) Unicabs ( Cape Town) Ride on Transport (Lagos) Blackstar taxis (Canada)
The customer base of the software is extensive with over 2200 downloads of the software to date.
South African Alliance
In September 2007 Diplomat Ltd. formed a strategic partnership with Diplomat Navigator (PTY) capitalised by South Africa’s billionaire Astronaut Mark Shuttleworth.
A national call centre for South Africa is operated from its head office in Knysna.
A further regional call centre has been opened in Cape Town in July 2008
International Deployment
Our software uses international standard shape data for its mapping and road transport layers, as many map vendors worldwide sell this data we can rapidly deploy our software anywhere in the world. If we cannot purchase map data we can generate it from satellite imagery within 10 days of receiving an order.
International partnerships
Having already formed strategic alliances in other countries and regions we are receptive to discussing business opportunities with any interested parties.
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System Demonstrations
We have the ability to demonstrate our system over the internet.
We have typical demonstration systems that we can log into to demonstrate the software features.
If you would like a demonstration please contact us with a date and time so that we can trial the online demonstration.
If the internet is not suitable for a demonstration please download the software from our website, we can then talk you through some of the features.
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Hardware Summary
The Lynx (Vehicle telematics bridge)
Diplomat manufactures a compact vehicle communications bridge called the “Lynx”.
The Lynx has a solid state microcontroller and built in GPS receiver. Serial communication ports enable the vehicle peripherals to communicate with the Lynx and update the control centre software with vital information.
The integrated modems enable data to be transmitted to and from the control centre using any combination of VHF FFSK, GPRS, or SMS.
For sites that need to transmit data over a conventional VHF or UHF PMR radio network, we manufacture a Terminal node controller.
A unique selling point of the Lynx box is that it has the ability to use dual Sims which enable it to operate on 2 networks simultaneously and can therefore offer continuous coverage where other telematics devices cannot.
The Datax 3 (MDT) The Datax 3 mobile data terminal is recommended for both PMR or GPRS networks as it provides a robust easy to use interface which can also be interfaced to card swipes, meters, Cameras and Navigation devices.
In addition to the hardware that we manufacture, we also configure and supply a number of other integrated vehicle peripherals that enable us to integrate our products and provide turnkey systems.
They include a variety of 2 way radio equipment, taxi meters and mobile payment terminals.
Taxi meter integration
A bespoke taxi meter has been developed. This Meter transmits real-time fare data back to our call centre software so that at any time the amount of cash onboard and current fare status can be checked. We can also display information on the meter display such as a ticket number to enable drivers to match passengers on busy ranks that use our ticket machines. We also integrate with many other makes of taxi meter that have serial connectivity.
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Flexibility
The Diplomat software and Lynx box / Datax hardware is a uniquely flexible combination and we have found that in most cases the configuration options of the software and hardware enable our standard products to cater for almost every business. In a majority of cases our customers have simply downloaded the product from our website and used it.
Multilingual
The Navigator software is multilingual; it supports both English and Portuguese. Other languages can be supported on request.
Each work station can have a different language if required so the software can cater for multilingual operations.
Scalability
We have many users who are despatching over a thousand trips a day. The limitations of the software are dictated primarily by the bandwidth of the data channel and not by the limitations of the network or the PC. The current numeric limitations of the software are 9999 drivers and 9999 vehicles per depot.
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Telephony and Voice
Telephone and VoIP integration
We can integrate with many telephone exchanges that report CTI messages either by serial connection or IP datagram; our standard telephone exchanges will support headset dialling and also mouse to answer. We also offer integration to most VoIP Asterisk based exchanges.
Please contact us if you have a particular requirement.
Call recording
Call recording is a standard feature of the software. All conversations are recorded and saved onto the Server, time stamped and pinned to bookings for instant playback. On conventional exchanges the only additional hardware required is a small USB audio box attached to each workstation. VOIP exchanges will record digitally directly to the hard disk.
Auto dialling of any numbers in the caller history is possible.
SMS Gateway
Diplomat offers various SMS solutions, Reverse billed, aggregate accounts and also a bespoke SMS gateway SIM box that facilitates using your own GSM contract.
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Software application
User interface
The user interface has been designed so that operators who are migrating from other systems can use colour schemes and customised shortcut keys to emulate systems they are familiar with.
Passenger profiles
The job entry is very simple and repeat jobs are identified by caller ID. The telephonist will have a template of up to 20 previous bookings with passenger profiles to choose from with a simple swap button if the customer is ringing to book a return journey.
Driver and Vehicle database
The driver and vehicles databases store every conceivable detail and will warn if a vehicle or driver has any important paperwork or worthiness tests that are about to expire.
Driver Vehicle status
Drivers and vehicle lists can be examined to see who is on shift, off shift or retired.
Auto despatch
The dispatch system will automatically select the most appropriate vehicle to be used. This selection process takes into account the vehicle type, the travelling time to the pickup and the amount of time the vehicle has been cleared. The weighting given to this logic can be adjusted into customised profiles that the dispatcher can invoke manually or automatically at different times of the day.
Regular and repeat bookings
The system allows for regular and repeat bookings.
Time stamps
Every transaction is time stamped and a full audit trail can be provided.
Extensive search
Every item in the database can be searched in either ascending or descending order and the results can be output to a CSV file for easy archiving and analysis.
Changes tracking
If any changes are made to any booking then there is a changes history that cannot be edited or deleted. The changes are time stamped and the logged in user who made the changes is recorded.
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Messaging
The system has a comprehensive messaging system that enables any dispatcher to message the drivers, it also has pop-ups which can be activated or inhibited for each users profile to allow them to monitor driver logons, no shows and emergencies. Messages sent to drivers are confirmed when they are received.
Individual or Global messages can be sent and the system has the option to remember messages so they can be resent periodically without having to retype the whole message.
SMS
The software has mechanisms for sending SMS via the internet using SMS aggregators. If there are no suitable aggregators operating for the cellular networks then a stand alone SMS gateway can be used. These SMS messages can be sent to drivers or to customers. They can be used to automatically inform customers of booking confirmation, booking changes and also will automatically send vehicle details when the job is dispatched and the vehicle is soon to arrive.
The system sends automatic email confirmation when requested by the customer. The email server will also email depot managers with driver shift summaries and alerts to keep them in touch with the activities of the vehicles and drivers.
Online booking module
Our online booking module enables customers to book directly online, it also provide a collaboration function that autonomous branch offices or international agents can automatically hand over bookings from one geographical area or country to another system operating the Diplomat Navigator software.
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Vehicle mounted system features
Credit and loyalty card processing
The vehicles can be fitted with a chip and pin terminal that will communicate with the office software and process and approve credit card transactions in real-time.
In addition to this low cost AIDC proximity cards can be used to identify passengers and manage personal accounts. Not yet available In Sa
Navigation
The Mobile data terminal can be linked to external navigation devices to provide turn by turn navigation.
Driver performance monitoring
By integrating on board diagnostics the driver performance can be monitored, maximum G force measurements can be incorporated with the GPS data. This data can then be played back in the event of an enquiry showing the exact route that a driver took and the maximum acceleration and deceleration that the passengers had to endure during the journey.
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Vehicle installation options
The vehicle installations can vary dramatically according to the technology used. Either fixed modems (lynx box) can be used or a variety of pocket PC GPRS enabled phones. Here are some typical installation package bundles that we have on offer.
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Fleet monitoring
The GPS tracking system uses vector shape data to generate the city maps and can be zoomed out to a national or citywide format. It can also be zoomed in to street level with a 2 metre resolution. The software allows an unlimited number of map views to be launched per login. This enables PC’s with multiple monitors to have the maps at different resolutions on each monitor.
Mileage control
Both automatic and manual features allow the odometer mileage to be recorded; this instantly calculates how far each vehicle has been driven on each shift.
Fleet Hardware
We would recommend the Datax III mobile data terminal for messaging. This terminal connects to the Lynx box and provides a simple two way communication mechanism that displays information to the driver using an LCD graphic display and allows the driver to respond using a convenient menu system.
In addition to this, the driver can also carry a GPRS Windows 2005 / 2006 pocket PC phone that can also be used as a data terminal. This will mean he/she can be logged onto the system and also tracked when out of the vehicle.
If GPRS is not reliable or the driver is out of the vehicle, then SMS can be used to contact the vehicle or the driver to alert him that his attention is needed. The system will even divert messages to the driver’s personal cell phone if all other routes to contact him fail.
Maps and POI additions
The systems are supplied with comprehensive maps and street data, however it is always important to be able add street and map information as road networks and building development takes place. The mapping software allows for both new roads and POI markers to be added instantly on the system. This is particularly important when GPS is implemented as it enables the dispatcher to clearly mark a new address or location directly from the vehicles location.
Geo-fencing and Zone polygons
The user can draw geo-fences or polygons around zones to alert both the vehicle and dispatcher when a vehicle enters or exits a zone or is near to a tagged POI. This feature enables the vehicles to automatically change plot status when it crosses a plot boundary with total accuracy. It can also alert both the driver or dispatchers if a vehicle is off course or enters a no go area. This feature is also of particular importance if road pricing schemes are in place or traffic speed camera alerts are required.
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Reporting & statistical capabilities
The software has extensive reporting capabilities. Reports can be written to CSV for further manipulation in spreadsheet programs such as Excel or output to PDF for attaching to emails.
Reports can be displayed in a flat file or they can be shown using a 3 dimensional bar chart.
In the unlikely event that the system does not produce reports in the style required it is very easy to add reports to the system.
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Product Technical FAQ
Architecture
The software is designed to run on Windows XP Pro or Windows Server 2003.
For extreme fault tolerance there is a sentinel process which can be installed on the server machine. This service will monitor the server activity every 30 seconds and will restart the server if the application has been inadvertently shutdown. This enables the Navigator server software to operate on a Windows 2003 server or XP Pro machine as a service without a logged in console.
In addition to the sentinel the clients can be setup in persistent connection mode. This makes the system very robust. In the unlikely event of a server power down or a network fault the client software will periodically attempt to reconnect. As soon as the service is restored the users will immediately be presented with the logon prompt.
These highly robust and automated features reduce the training overhead as it is no longer necessary to write procedures to be followed during a system restart after a major incident such as a power failure.
Database
The database is a combination of proprietary and SQL to facilitate third party integration.
User Security Profiles
The Navigator software has password based permissions; users can be allowed or denied access to any areas of the system based on their password profile. Users to have a generic security profile or a specific profile tailored to the management needs of the business.
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Installation
A minimal system can be installed by any competent IT technician in a few hours. This installation can be performed remotely providing that sufficient internet bandwidth is available. Time to implement
The software is unique to the industry in as much as it uses standard shape data for its mapping and street data. This enables it to be easily deployed in any region where the mapping is available. In the UK and other affiliated countries it is possible to download the software directly from the internet complete with street and map data and begin use immediately.
If detailed mapping and street data is not available this can be generated in a few days using satellite imagery.
Training
Training a management team in the basic features takes approximately 2 days. Training a four shift team of telephonists and dispatchers can take 7 – 10 days according to the complexity of the system.
All the information needed to use the software and install the equipment is included in the comprehensive manuals, we would however recommend that a representative is onsite for training and installation and to clarify any points that may arise. Financials
Office installation and training
Software
The software is sold by using a flat fee calculation based on the amount of vehicles that are going to be logged on at any one time.
This fee covers both the software that is used in the office and any software content required on pocket PC’s and vehicle mounted devices. This software can be copied to an unlimited number of PCs or Vehicle devices
This fee varies according to the size and population of the country that it is deployed in and the complexity of the road transport network.
An additional one off charge is made for the installation and configuration of the data module, PBX module and SMS module.
Training and onsite attendance is charged at a day rate plus expenses at cost.
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Support
Support is charged at 15% of the total system purchase price annually.
Support provision
Telephone, email and online support is provided from the UK and South Africa. Both the software and hardware are thoroughly documented for both end users and technicians.
Users based outside of the UK or South African will have a local support technician trained in all technical aspects of the software and hardware. They would then be backed up by our UK and South African call centres.
On site support is provided as required. Top up training and system support can also be supplied as and when required either by way of a site visit on online.
I hope that this document has answered many of your questions, but if you have any further questions or need further clarification regarding any subject then please do not hesitate to contact us.