AA slammed for "slow and unreliable" IT systems

"Slow and unreliable" IT systems are being blamed by AA patrol drivers for causing long delays in responding to breakdown calls from motorists.

The GMB trade union has published a critical report on the hardware and software used by the AA's recovery vehicles after complaints from its members who are employed by the breakdown organisation. The report accuses the AA of under-investment in IT and of trying to "solve a new problem with old technology".

The report said: "There are two words that can describe this set-up; slow and unreliable. For the AA to start servicing their paying customers again they need to take drastic investment decisions towards improving their existing system."

Recommendations in the report include upgrading the existing Panasonic CF-28 rugged laptops, which run the AA's bespoke Vixen software application, with a faster laptop and upgrading from Microsoft Windows 2000.

The report said the level of new investment needs to runs into "millions of pounds".

Paul Kenny, GMB general secretary said in a statement: "On the frontline in the recovery patrol vehicles helping paying customers who are broken down, the frontline staff do not have the best tools to respond to the customers' needs in the most efficient manner."

But the AA "categorically refutes" the claims made by the GMB and said there has been £37m of investment in the IT infrastructure over the last three years and £15m in new fleet and related technology.

The AA said in a statement: "As would be expected in any market leading business, plans and the necessary investment - around £9m - are already in place for replacing the Vixen unit, which may not be a laptop-based unit. Technology moves on and we will implement a replacement that enables us to stay at the leading edge of the breakdown industry and provide great levels of service to our members."