Info Support Provides Application Management for the Student Travel Product (RSR): a Reliable and Future-Proof System

Everyone who is studying at MBO, HBO or WO in the Netherlands is entitled to the student travel product. The digital administration of this travel product is handled by RSR. Not only is the software behind this administration business critical, any downtime is also very media sensitive. Students also want to be able to link their card in the evening or on weekends, and if this is not possible, such a message will spread quickly through social media. Continuity of the system is therefore of primary importance. Info Support takes responsibility for this availability and, as a strategic partner, continually thinks along with us about new wishes, possibilities and technical and functional requirements.

During the transfer of application management, RSR’s requirements and acceptance criteria were carefully considered. One example is that the student should always be able to continue to travel, including during onboarding. In addition to the customer’s requirements, experts from Managed Services also analyzed the current situation, application code, documentation and the acceptance criteria established by Info Support.

Based on the customer’s requirements and Info Support’s analysis, a transition strategy was drawn up. After agreement, the system was landed in a DevOps team at Managed Services and placed on the production environment. From then on, stabilization and improvements in the management process were looked at, for example by automatic testing after changes. Managed Services works on the basis of the Service Level Agreement (SLA), which has an obligation for results. The agreements made with RSR include minimum system availability and transaction processing time.

In addition to the obligations of the SLA, a relationship of trust with the client is hugely important to Info Support. Agreements are always made, but the Managed Services team likes to look beyond those agreements. Outside the bi-weekly operational meetings, RSR can always contact Managed Services with questions. We also proactively advise RSR on latent needs, new developments and ways to remain competitive in the future. Formally, this is done during an annual strategy session. In addition, our experts meet regularly to look at RSR’s ideas and what this means for the application landscape.