The AA Toolkit

The AA hasn't yet found a way to stop cars breaking down but new technologies mean our patrols reach you sooner and can resolve most of the problems faster.

AA HELP

Solving the problem of a breakdown begins the moment a member phones the AA about a breakdown. The AA HELP system routes telephone calls to the first available operator so members don't have to wait for calls to be answered.

The call handler asks the caller a series of questions, such as the make of car and type of problem, whether it is a puncture, the car won't start or has broken down on the motorway. This helps determine the level and type of assistance needed by the member. Call centre staff access a comprehensive gazetteer and members can tell us where they are by street names or local landmarks, such as shopping centres.

The nearest available and suitable patrol is then dispatched to assist the member. The AA's Automatic Vehicle Location (AVL) system pinpoints a patrol's location using satellite navigation systems. This helps to automatically assign the nearest appropriate patrol. A patrol can be on their way to the breakdown before the member has finished the call.

On Patrol

Each patrol is equipped with a route guidance unit which directs them, using audible and on-screen commands, to the site of the breakdown. As the patrol nears the area, the system advises them of the member's name and vehicle details. Should a patrol be delayed, the member can be contacted either by phone or SMS to advise them of the delay.

The equipment used by the AA's 3000 patrols ranges from the traditional toolkit of spanners and sockets to the extremely specialised, including the AA VIxEN system. The most important piece of equipment carried by each patrol is still their expertise and knowledge.

VIxEN

The VIxEN (Vehicle Information and Electronic Notebook) is a rugged laptop PC and an extremely powerful diagnostic tool and includes a number of other aids, such as an electronic multi-meter linked to it using the latest Bluetooth wireless technology.

VIxEN enables patrols to access the European On Board Diagnostics (EOBD) system. Cars built since 2001 include a socket for external diagnostic equipment such as VIxEN to plug into the car's engine management system.

Other tools that the patrol can access via VIxEN include:

• Battery testing using the multi-meter functions.
• The technical codes from the engine management system are converted into plain English fault descriptions so that the patrol does not need to learn and remember each car's specific details every time they change.
• Patrols can access information on how to test specific functions for each model of car.
• Technical databases on aspects from how to tow a particular model to exploded diagrams explaining how to repair unfamiliar or new parts.
• A range of videos covering jobs, such as changing engine parts, that the patrol may not do regularly.
• The location of relays, fuses and other common tasks on new vehicles.
• Patrols can share their experience and knowledge with each other via a database of tens of thousands of hints, tips and advice as they find innovative ways of resolving problems during the 4.5 million breakdowns they attend each year.
• Flow charts and diagrams for solving and testing problems until they find the exact cause of a fault.

On the Road Again

Once the patrol has resolved the problem and seen the member safely back on their journey, the VIxEN system continues to help members. It includes an administration tool allowing the patrol to manage his stock levels and order replacements for the parts they use during a job.

Repairing a broken-down car may only need a few turns of a spanner or the replacement of a small part to get it running properly, but knowing which part to fix is where the skill comes in. The array of technology and sophisticated equipment used by the AA significantly reduces the time it takes our patrols to reach and assist motorists with breakdowns. Date posted: 23-02-2006