National Recovery & Mobility Services Business Plan › Section 6 › Technology Strategy

6.1 Technology as a Strategic Differentiator

Technology is not a support function at NRMS — it is a core source of
competitive advantage and a direct driver of economic value. The
platform is designed to deliver three measurable outcomes: (i) reduced
dispatch time from call-out to arrival, (ii) higher fleet utilisation
per driver per shift, and (iii) lower claim-to-cash cycle time by
integrating electronically with insurer claims systems. Each of these
outcomes translates directly into margin expansion and enterprise SLA
compliance.

6.2 Technology Stack Components

6.2.1 Dispatch Optimisation Engine

The dispatch engine is the heart of operations. It ingests incoming
job requests (from insurer API, mobile app, call centre or municipal
radio), scores all available vehicles against the job (distance, ETA,
vehicle type match, driver skill match, workload balancing) and assigns
the optimal vehicle. The engine operates in real time with typical
assignment latency below 5 seconds. The routing logic is informed by
real-time traffic data from Google Maps and TomTom APIs.

6.2.2 Fleet Telematics & GPS

Every truck is equipped with a telematics unit providing GPS location
at 10-second intervals, engine telemetry (fuel burn, idling time, harsh
braking, speed violations), and a panic button. Telematics data feeds
three internal systems: the dispatch engine (for routing), the
maintenance system (for predictive maintenance triggers based on engine
hours and distance), and the driver-management dashboard (for safety and
productivity monitoring).

6.2.3 Driver Mobile Application

Drivers operate from a dedicated Android tablet mounted in each cab.
The application delivers job assignments, turn-by-turn navigation,
digital proof-of-service (photographs, customer signature capture,
odometer reading), and post-job reconciliation. The digital audit trail
replaces the paper job ticket, eliminates manual data entry, and
provides insurers with complete evidence-chain for each claim.

6.2.4 Insurer Client Portal & API

NRMS will publish a REST API for real-time integration with insurer
claims systems. Insurers can lodge jobs, track ETAs, receive
photographic and signature evidence, and receive electronic invoices.
Pre-integration with the three largest insurer claims platforms
(Guidewire, Insurity, proprietary) will be a pre-condition for anchor
contract signing. The client portal also provides self-service job
lodgement for smaller insurers and fleet operators without API
capability.

6.2.5 Retail Consumer Application

The consumer-facing mobile application (iOS & Android) enables
retail customers to lodge a tow request, view the assigned driver and
live ETA, pay for service, and rate the experience. The app includes a
membership tier (NRMS Assist) that provides pre-paid or
subscription-based call-out bundles — a product designed to capture the
market currently served by third-party roadside assistance
providers.

6.3 Build vs Buy Philosophy

NRMS’s technology philosophy is pragmatic: the dispatch optimisation
engine and driver mobile app (the two components most tightly coupled to
operational advantage) are built in-house. All other components
(telematics hardware, mapping, telephony, payments, cloud
infrastructure) are configured from best-of-breed third-party providers.
This philosophy delivers differentiation where it matters and capital
efficiency everywhere else.

6.4 Technology Impact on Financials

The business case for the technology investment is compelling.
Independent industry analyses of digitally-transformed fleet operations
indicate that well-designed dispatch systems typically deliver a 15–25%
improvement in truck utilisation and a 20–30% reduction in average
response time, with the digital audit trail reducing insurer
claims-processing cycles by 30–50%. Applied to NRMS’s Year 5 baseline,
these improvements translate into approximately ZAR 12–15 million of
incremental annual EBITDA vs a manually-dispatched comparable fleet.

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