Resumen en español

This article describes how the research of the project “Implementation of a New Operating Model for the Taxi Dispatch” was done also shows its results. This project is an initiative of Tax Individual S.A. which is related to the integration of different technologies: IVR (Interactive Voice Response), IP Communications, GPS (Global Positioning System) and GPRS (Global Packet Radio System) to get the full automation for the taxi service provided. The initiative comes from a management indicators analysis of the taxi’s central service on this important transportation company at Valle de Aburra. These indicators show restrictions in the provision of phone requests made by the community for transportation services satisfying effectively only 65% of these requests with 1250 vehicles working with the radio system. The technological innovation purpose of this research would increase the Central service’s response capacity to the current demand level and makes flexible its escalation against the future market needs. This change represents benefits as opportunity, agility and safety both for drivers and for those whom is being transported.