BACKGROUND
In 2015, the City of San Antonio solicited bids for the privatization of police directed towing service management. The services to be managed under an initial 4-year contract included dispatch management for light, medium and heavy duty police initiated tows as well as hazardous material remediation and disposal. The contract also included relocation tows as ordered for purposes including evidence processing, parades and street closures and emergency situations among others.
Vehicle Management Solutions (VMS) was awarded the contract and assumed dispatch management services in December 2015. In 2019, VMS’s contract with the City of San Antonio was renewed for an additional two-year term expiring in November 2021 and was subsequently renewed in 2021 for a second additional two-year term expiring in September 2023.
SOLUTION
VMS’s dispatch management solution for the San Antonio Police Department (SAPD) is comprised of partnerships with a group of dedicated local towers as well as the implementation of the TOPS Central Management Application (CMA) software system. Within the CMA, VMS employs a fairness algorithm to select from among its network of committed tow operators based on fastest ETA and number of trucks available for the SAPD program. The Company also oversees a local dispatch center which manages services for the entire city limits 24/7/365 and is staffed in collaboration with CAARS, Inc., a San Antonio-based minority and women-owned business enterprise.
As a sub-contract wrecker service, Chacon Towing has seen a vast increase in our business due to our relationship with VMS. During our time with VMS we have experienced a great level of professionalism, open communication and an overall great experience from both the operational and administrative standpoint.”
LOUIS CHACON
Owner, Chacon Towing & Roadside Assistance
PERFORMANCE
Prior to VMS, average dispatched tow service response time exceeded 45 minutes. Upon taking over dispatch management services, VMS succeeded in reducing the time it takes for tow trucks to arrive on scene by more than 70% to approximately 13 minutes. The Company has maintained response times at this level over the course of its contract as well as a minimum annual satisfaction rating of 98% from the San Antonio Police Department.
