The lack of care, transparency and technical reliability of the Chiron system are major points of criticism.
The suppliers are frustrated by the lack of communication, the vague manuals and the lack of appropriate technical support. During the last meeting it became clear that the technical failure of the system has caused considerable financial damage to entrepreneurs. It seems that the technical failures not only jeopardize the functioning of the system, but also seriously hinder the business operations of the entrepreneurs.
The fact that Chiron can be unreachable for several days without any sort of redundancy is shocking. For a system that is crucial for the functioning of the Flemish taxi sector, such a period of downtime should be unthinkable. The lack of prior notification of system maintenance only adds to suppliers' frustrations.
accompaniment
In addition, it became clear during the meeting that the suppliers are concerned about data protection issues. Taxi operators are required to provide privacy-sensitive information in order to receive assistance and confirm transactions. This is a clear example of the lack of proper planning and consideration of the needs of those who actually need to use the system. The connection and registration process is also a problem area. It seems that small businesses often rely on the goodwill of the software vendors to guide them through the process. This is a very worrying situation that points to a serious flaw in the design and implementation of the system.
Taxi operators are required to provide privacy-sensitive information in order to receive assistance and confirm transactions.
Concerns were also raised about the separate operation of Chiron and Centaurus2020, another database used for processing applications for operating permits or driver passes by the municipality. This separation can lead to additional complexity and confusion for users and employees at the municipality, especially since both systems seem to be dependent on each other. This only increases complexity for users, which can hinder system adoption and operational efficiency.
During the meeting it became clear that the technical failure of the system has caused significant financial damage. It seems that the technical failures not only jeopardize the functioning of the system, but also seriously hinder the business operations of the entrepreneurs.
The suppliers emphasize the need for better coordination and communication. They note that updates and changes are often made without warning, leading to chaos and confusion. This point was emphasized by the rework of the error messages that Chiron generates daily. These were previously sent to the taxi operators who did not know what to do with them. While the rework of the posts may be a good step in itself, the lack of communication about this shows the disconnect between Chiron's developers and those who actually need to use the system.
documentation
Suppliers are asking for more support for entrepreneurs in the process of connecting to Chiron. The manual published by the Flemish government seems to cause more confusion than it helps, with the result that many turn to external IT support. This shows a clear lack of user-friendliness and highlights the need for more user-oriented support and documentation.
The Flemish government seems to forget that software companies are not altruistic organisations, but commercial companies that also have to take into account their own costs and profit margins. The extra effort they now have to make for Chiron, without extra compensation, is starting to become a heavy burden for some.
“We recognize the challenges and frustrations associated with implementing Chiron, but we are committed to making the necessary improvements,” said Karl Vermaercke, mobility expert at MOW. “We understand that the suppliers want to be involved in the process and we take their feedback seriously. We will work with them to ensure that the implementation of Chiron goes more smoothly.”
In the government they are certainly aware of the problem, but they have difficulty finding a good solution and answers to all the questions asked. The technical challenges are considerable and it seems that the government has not yet fully understood how to tackle them. A lack of knowledge and experience seems to be the culprit here. Suppliers offer to sit next to them for a day and experience for themselves what questions the taxi companies ask them about the Chiron connection process.
