TAP maintains ITS systems over long-term service contracts: running the control center, supervising the fleet, managing passenger information and energy, delivering station services, and keeping every device, network and application available and performing to agreed service levels.
Our maintenance regime combines daily checks, preventive and predictive maintenance, rapid corrective response and an IT service management framework, backed by a ten-year maintenance plan, a live asset register and business continuity planning for every critical process.
Operations Services
Running the System, Not Just Supplying It
TAP provides the trained personnel and processes to operate every part of an ITS throughout operating hours, under agreed performance indicators.
Control Center Management
Operators staff the control center throughout operating hours, supervising every subsystem, coordinating incident response and keeping the authority informed.
Alarms from field equipment are received, prioritized and dispatched for resolution, with every event recorded.
- Network-wide system supervision
- Alarm handling and incident coordination
- Video monitoring and security coordination
- Communication with stations, drivers and authorities
- Shift reporting and event logs
Fleet Management Services
Dispatchers manage daily service against the timetable, monitor headways and respond to disruptions so buses run reliably along the corridor.
Driver communication, service adjustments and incident handling are coordinated from dispatch positions in the control center.
- Timetable and dispatch management
- Headway and schedule adherence monitoring
- Real-time service adjustments
- Driver messaging and voice communication
- Operator performance data
Passenger Information Management
Content teams keep arrival predictions, service messages and announcements accurate on every display, speaker, website and app.
Planned and unplanned disruptions are communicated promptly and consistently across all channels.
- Real-time information monitoring
- Service alerts and disruption messaging
- Scheduled announcements
- Display content management
- Open data feed upkeep
Energy Management
Energy specialists monitor consumption across stations, depots and the control center and act on abnormal conditions and opportunities to save.
Generator use and fuel consumption are tracked to support energy conservation targets.
- Consumption monitoring by site and system
- Generator and fuel tracking
- Abnormal-condition alarms
- Energy conservation measures
- Monthly energy reporting
Station Management Services
Station teams provide the passenger-facing services that make a station safe, clean and welcoming, from assistance and flow management to security and upkeep.
Services are delivered by trained staff under codes of conduct that include gender awareness and universal accessibility.
- Passenger assistance and flow management
- Station security personnel
- Cleaning and landscaping
- Fault, incident and emergency reporting
- First aid and accessibility support
Customer Care
A customer care and call center handles passenger enquiries, card services and complaints in multiple languages, with every contact logged and tracked to resolution.
Complaints flow into the complaint management system for analysis and reporting to the authority.
- Multilingual call center with IVR
- Card and account services
- Complaint logging and resolution
- Lost and found coordination
- Customer satisfaction reporting
Maintenance Regime
Four Kinds of Maintenance, One Objective
Every asset is maintained to a ten-year maintenance plan built around availability. The plan defines routine and preventive measures, major maintenance milestones, incident response and communication on repairs.
Preventive
Servicing at manufacturer-recommended intervals, carried out outside operating hours so service is never interrupted.
Maintenance schedules per asset typePredictive
Device health, alarms and repair history analyzed to anticipate failures and plan spares before faults occur.
Condition monitoring and repair statisticsCorrective
Faulty equipment repaired or replaced with functionally equivalent units within prescribed repair times.
Hot spares and swap-out repairAdaptive
Software and configuration updated as needs change, through change, release and configuration management.
Tested releases with rollback capabilityService Cycle
A Daily and Monthly Rhythm of Assurance
Maintenance is organized around the operating day, so every check, repair and update happens at the time it least affects passengers.
Before Service
- Daily checks against the asset register
- Critical equipment confirmed operational
- Daily defect sheet completed
- Staff briefed for the day
During Service
- Automated monitoring and alarms
- Service desk for field personnel
- Incident logging and prioritization
- Rapid corrective response
After Service
- Preventive maintenance windows
- Scheduled software and data updates
- Repairs recorded with time taken
- Asset register updated
Review
- Monthly performance reports
- Joint availability analysis with the authority
- Problem trends and root causes
- Continuous improvement actions
IT Service Management
Configure First, Extend Second, Build Only Where Needed
TAP meets each authority’s requirements at the lightest level that will do the job, keeping the core platform on a single maintained code base and every deployment upgradeable.
Incident
Restore service quickly and capture all incident data.
Problem
Find root causes and structural improvements.
Change
Assess, approve and test every change.
Release
Deploy fully tested releases in a controlled order.
Configuration
Keep every component and setting documented.
Capacity
Match IT capacity to current and forecast demand.
Availability
Monitor availability and correct shortfalls.
Continuity
Restore IT services after major disruption.
Service Level
Maintain the service catalog and targets.
Security
Identify threats and act on vulnerabilities.
Maintenance Scope
From Servers to Station Seating
TAP’s maintenance covers the full ITS and, where contracted, the minor maintenance and upkeep that keep stations in good order.
Systems & Equipment
Hardware, software and networks under full maintenance responsibility
Station Upkeep
Minor maintenance and repairs within station areas
Performance & Reporting
Measured, Reported, Improved
Every repair is recorded with its cause and duration, building the reliability data that drives preventive programs, spare parts planning and continuous improvement.
- MTBFMean time between failures, by asset type
- MTTRMean time to repair, by fault category
- UptimeSystem and device availability
- FTFFirst-time fix rate in the field
- PMCPreventive maintenance compliance
- KPIContractual indicators, monitored daily
Monthly Performance Reports
Availability, incidents, repairs and KPI results for every subsystem.
Joint Performance Analysis
Monthly review with the authority focused on continuous improvement.
Live Asset Register
Current location, status and history of every asset and spare.
Related
Works Together With
Hardware & Software
Management
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