The maintenance service, provided for by a twenty-year contract, aims to ensure the full efficiency of equipment and systems over the long term, ensuring operational continuity and consistent performance. Such a long-term contract represents a technological and organizational challenge: it cannot be fully planned at the contractual stage, but requires constant adaptation to system developments, new technologies, and operational needs.
For this reason, the service is based on targeted resource management, capable of evolving over time and always guaranteeing the level of expertise and support necessary to support the entire infrastructure.
The core of the service is preventative maintenance, based on cyclical plans that include inspections, functional checks, scheduled replacements, and software updates. This is complemented by predictive maintenance, made possible by continuous monitoring systems that collect real-time data on performance, wear, and anomalies. Data analysis allows us to anticipate failures, reduce downtime, and optimize the entire asset lifecycle.
The service includes a 24/7 technical support team, ready to respond in the event of malfunctions or unexpected events. Maintenance teams, equipped with multidisciplinary skills, operate according to established procedures that ensure rapid response, traceability of activities, and timely restoration of system functionality. Each intervention is recorded and analyzed to continuously improve service quality.
A long-term contract requires careful spare parts management, with dedicated warehouses, optimized stock levels and procurement processes that ensure immediate availability of critical components. At the same time, the service includes the implementation of technological updates, essential to keep the network aligned with international standards and regulatory developments.
All activities are conducted in compliance with rigorous quality and safety standards. Procedures, periodic audits, performance indicators, and structured reporting ensure transparency and ongoing control. Compliance with railway regulations and international certifications is a key aspect of the service, ensuring reliability and long-term operational continuity.
Management of the First Years of Maintenance Service
During the initial years of the maintenance service launch, Bprime
Information Technology played a central role in defining, organizing, and
stabilizing the entire operating model, during a particularly delicate phase of
the system life cycle.
As had already occurred during the DNP period, when “Bprime directly and
successfully managed the technical and commercial relationship with the
customer”, the company applied the same structured, solution-oriented
approach to ensure continuity, reliability, and full compliance with
contractual requirements.
Service Structuring and Contact KPI Management
The initial phase of the service required the definition of an organizational
model capable of meeting the contact KPIs, which are essential to ensure
timeliness, traceability, and quality in interactions with the customer. Bprime
designed and implemented clear operating processes, defining roles,
responsibilities, and communication flows that enabled service performance to
be constantly monitored and rapid action to be taken in the event of deviations
from targets.
Field Health Checks and Diagnostic Analyses
In parallel with KPI management, Bprime carried out regular field health
checks, essential activities for assessing the actual condition of the
systems, identifying anomalies, and verifying the effectiveness of the initial
configurations.
These interventions led to the production of detailed technical analyses, which
were essential for understanding system behavior under real operating
conditions and for overcoming the limitations of the initial settings, which
were based solely on design assumptions.
Definition of Corrective Actions
Based on the evidence collected, Bprime defined and implemented a structured
plan of corrective actions aimed at optimizing configurations, improving
component stability, and ensuring full alignment with service requirements.
This approach made it possible to transform an initially uncertain context into
a mature, reliable, and fully controlled operating model.
A Service Built on Continuity, Transparency, and Stability
Through the combination of governance, technical analysis, and operational
management, Bprime ensured a maintenance service capable of guaranteeing
continuity, transparency, and stability, replicating the same effectiveness
already demonstrated during the 2021–2026 period, when it “ensured the
proper management of passenger flows, the stability of AFC systems, and service
continuity under exceptional load conditions”.
Results Achieved
Thanks to the structuring of the service, rigorous KPI management, and
systematic execution of field health checks, Bprime achieved concrete and
measurable results from the first years of activity.
The methodical approach, based on in-depth technical analyses and the
definition of targeted corrective actions, made it possible to achieve
fundamental objectives for service stability and customer satisfaction.
Elimination of contractual penalties:
Full adherence to contact KPIs and the timely management of operational
activities made it possible to eliminate the penalties provided for in the
contract, ensuring a service compliant with the required standards.
Elimination of delays beyond the contractual limit:
The optimization of processes and the review of initial configurations led to
the complete elimination of delays in maintenance activities, bringing all
deadlines back within the agreed timeframes.
Complete training of field operators:
Bprime organized and managed a structured training program, ensuring that all
operational staff were fully qualified to carry out maintenance, diagnostic,
and intervention activities according to official procedures.
Detailed annual obsolescence report:
An annual reporting model was introduced to accurately document the
obsolescence status of equipment, including technical analyses, risk
assessments, and intervention priorities.
Management of replacement interventions for obsolete equipment:
Based on the obsolescence reports, Bprime coordinated the planning and
execution of replacement interventions, ensuring operational continuity and
controlled infrastructure evolution.
Creation of specific tools for service management and monitoring:
To further improve service quality, Bprime developed dedicated software tools
for KPI control, maintenance activity traceability, and system status
monitoring. These tools made it possible to automate critical processes, reduce
operational errors, and provide the customer with constant and transparent
visibility into service performance.