eNatis causes traffic system chaos

On 12 April 2007 the National Traffic Information Systems online platform (eNatis) went live for the first time. The system provides a register of all driver and vehicle licenses in South Africa. It also facilitates the process of issuing new vehicle lice

The launch was not without its hitches. According to the official eNatis website (www.enatis.com) the system had to be shut down for more than two hours on Friday, 13 April to allow for various database parameters to be changed. Thereafter, they claim, the system functioned normally, and was able to process more than one million transactions over the next seven days.

While it is unclear what constitutes a transaction, if user feedback is anything to go by, one million falls well short of what is required. It seems that customers continue to be frustrated in their attempts to licence vehicles and renew or apply for driver licences. Reports indicate that many licensing stations were forced to turn customers away in the weeks following the launch of the new system. Frustrated customers could be excused for believing that nothing much had changed, as the system remained slow, with individual transactions taking ages to complete. As time passes, the extent of the chaos caused by the new licensing system is becoming increasingly clear.

Motor manufacturers and dealers suffer

Both motor manufacturers and dealers are suffering as the eNatis system struggles with the daily volume of vehicles requiring new licences. The situation is so serious that the National Association of Automobile Manufacturers (Naamsa) will delay the release of April's new vehicle sales data to the 7 May 2007.

With 36, 041 new passenger vehicles sold in March 2007, the problems caused by any licensing delays can be clearly illustrated. Sales volumes require that some 1, 600 vehicles be processed and added to the traffic register every day. Payments from banks to dealers have also been delayed.

It seems the implementation of the new vehicle licensing system has had one result so far - that the vehicle licensing function, which was working adequately before - now joins the driver licensing function in absolute chaos.

Short-term insurance industry adopts a sympathetic stance

Vehicle and driver licensing are essential for the short-term insurance industry. Deputy Chief Executive of the South African Insurance Association, Refilwe Moletsane recently commented:

"Vehicle registration, licensing and license renewals are fundamental to the short-term industry's motor comprehensive class of business. The industry has therefore followed the challenges imposed on the department since the launch of the system with interest and some concern. We are also aware of the concerns of the members of the media and public with regards to the potential impact of these challenges on motor insurance claims."

The association is urging its members to take a sympathetic stand where claims could be contested due to problems with the issue of licenses. Insured individuals should ensure that they communicate with their insurers or brokers if they experience problems with licensing requirements.

Refilwe added that "no blanket approach will be taken by insurers [and] individual matters brought to the attention of member companies will be decided on own merit."

Software should make jobs easier

We recently spent some time at our local municipal offices making enquiries about a number of rates and water accounts. What we witnessed resulted in feelings of empathy for the customer support staff behind the counter.

Each computer query was accompanied by an inordinate number of keystrokes and new screens. The user had to log into one system and scribble down reference numbers before logging into another section and re-typing the previously noted number. The process of adding a note to the system was a time consuming affair. It is easy to see why the process of helping irate consumers is so difficult.

A computer system should make a repetitive task easier to complete. We hope the new eNatis system is better than the system we witnessed at our local municipality. Hopefully the system will prove itself over time. For now, the Department of Traffic still has plenty to answer for.

Editor's thoughts:
Thorough system testing is a prerequisite for any large-scale information technology implementation. It appears the eNatis system was either improperly tested or hastily implemented. Do you have any experience of information technology projects that have gone hopelessly wrong? Send your story to gareth@fanews.co.za.