The TAP Fault / SLA Management System (SMS) is an enterprise platform for the governance of faults, incidents, service requests and contractual service-level obligations across public transport operations.
Developed in-house by TAP for BRT, bus, metro and multimodal environments, SMS gives transport authorities, operators and service providers a single, authoritative record of every fault: who reported it, who owns it, how it was resolved and whether the contracted service level was met.
Overview
A Single Platform for the Entire Fault Lifecycle
TAP SMS governs every fault through a defined, auditable workflow, from first detection to formal closure. Ownership, timelines and outcomes are recorded at each stage, establishing clear accountability across operators, maintenance teams and contractors.
Fault Registration
Structured Fault Registration
Faults enter the system from every operational source: control rooms, maintenance teams and integrated transport systems. Each record is created in a standard format, capturing the asset, location, priority and ownership required for immediate action and complete traceability.
Identify
What and where- 01Fault category
- 02Equipment or asset
- 03Location
- 04Date and time
Describe
What happened- 05Description
- 06Reported by
- 07Supporting photographs and documents
Assign
Who acts and how fast- 08Priority
- 09Assigned team
Resolve
How it was closed- 10Response details
- 11Resolution details
- 12Current status
Asset-Linked Faults
Asset and Equipment Fault History
Every fault is linked to the asset, equipment or facility it affects. The result is a complete fault history for each item across the transit network, giving maintenance and management teams a factual basis for assessing equipment performance and recurring issues.
- Buses
- AFC equipment
- Validators
- POS terminals
- Ticket vending machines
- Station equipment
- Passenger information systems
- CCTV and security systems
- Electrical and mechanical equipment
- IT infrastructure
- Communication systems
- Other transit assets
Classification
Fault Classification and Priority
Faults are classified by severity so that resources are directed where service impact is greatest. A standard three-level model is provided:
Critical
Faults with a significant impact on service availability or critical infrastructure.
Major
Faults that materially affect operational performance, where a workaround may be available.
Minor
Faults with limited operational impact, addressed through routine maintenance.
Categories, priorities and classification rules are fully configurable to reflect each organization’s operational and contractual framework.
- 01Response time
- 02Acknowledgement time
- 03Resolution time
- 04Restoration time
- 05Service availability
- 06Maintenance response requirements
- 07Escalation thresholds
- 08Penalties
- 09Contract-specific conditions
Service Level Agreement Management
SMS defines Service Level Agreements for each service, asset class, contractor and fault category, and applies them automatically to every relevant fault.
Progress against each SLA is tracked continuously, from acknowledgement through to restoration of service.
Contractual obligations are measured against recorded operational data, not reported estimates.
Response & Resolution
Controlled Resolution Workflow
Each registered fault follows a controlled nine-stage workflow. Every action is carried out by an authorized user and recorded against the fault, producing a complete account of how it was handled.
- 01Review the reported fault
- 02Assign to the responsible team
- 03Acknowledge the fault
- 04Record response activity
- 05Update investigation details
- 06Record corrective action
- 07Update resolution status
- 08Verify the resolution
- 09Close the fault
Escalation
Escalation Management
Faults approaching or exceeding their SLA thresholds are escalated automatically through a configurable hierarchy, ensuring that high-priority and unresolved issues reach the appropriate level of authority in time to protect service delivery.
SLA Compliance
SLA Compliance Monitoring
Actual response and resolution performance is measured against contracted SLA requirements, giving management an objective basis for operational review and contractual performance assessment.
- SLA compliance
- Response time
- Resolution time
- SLA breaches
- Pending SLA obligations
- Contractor performance
- Service-provider performance
- Recurring SLA issues
Audit Trail
Complete Audit Trail
Every significant action is time-stamped and attributed to a user, creating a permanent audit record that supports internal governance, contract administration and external review.
- 01Creation
- 02Assignment
- 03Acknowledgement
- 04Status changes
- 05Escalations
- 06Comments
- 07Response activities
- 08Resolution actions
- 09Verification
- 10Closure
Reports & Analytics
Reporting and Performance Analytics
A comprehensive reporting suite serves operations, maintenance and executive management.
- Fault summary reports
- Open and closed fault reports
- SLA compliance reports
- SLA breach reports
- Response-time reports
- Resolution-time reports
- Asset-wise fault reports
- Location-wise fault reports
- Category-wise fault reports
- Contractor performance reports
- Recurring fault reports
- Outstanding fault reports
- Fault history
- Service availability reports
All reports are filterable by date, location, asset, category, priority, service provider and other operational parameters.
Integration
Integration with the Transit Ecosystem
TAP SMS integrates with TAP’s wider transit technology platforms. Faults generated by connected systems and equipment are registered directly into the central workflow, creating one fault record for the entire operation.
- Automated Fare Collection (AFC)
- Bus Scheduling System (BSS)
- Fleet Management System (FMS)
- Complaint Management System (CMS)
Operating Environments
Built for Large, Distributed Transit Networks
Users, departments, contractors and service providers operate within one platform under role-based access controls, across every part of the network:
- 01BRT corridors
- 02Bus routes
- 03Stations
- 04Terminals
- 05Depots
- 06Control rooms
- 07Offices
- 08Maintenance facilities
- 09Distributed field locations
The Platform
Ticket totals, monthly trend, status overview and fault-level breakdown.
Ticket registration by line, organization, KPI category and fault level.
Key Benefits
Complete control of fault management and service-level performance.
Centralized Control
All operational and technical faults managed through one platform.
SLA Visibility
Response and resolution performance measured against contractual requirements.
Clear Accountability
Every fault attributed to who reported, received, responded to and resolved it.
Timely Escalation
Faults requiring management attention identified automatically.
Complete History
A permanent record of faults, assets, locations and corrective actions.
Contractor Performance
Service providers assessed on recorded operational data.
Consistent Reporting
Standardized reports for operations, maintenance and management.
Integrated Operations
Fault management connected to the wider transit technology ecosystem.
Related
Works Together With
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