Case study
CITIZENS DEMANDED INNOVATION
Metro of Madrid serves millions of daily passengers through its 12 lines and over 300 stations, making this operator a critical transport infrastructure for the city of Madrid.
This solution has made it possible to efficiently handle incidents for more than 3 million users, guaranteeing a fast and continuous service in one of the world's largest public transport networks.
The immediate resolution of any incidents that occur on a daily basis is critical for the proper functioning of the service.
+ 5M €
In annual costs
90%
Prolonged delays
100%
Lack of interoperability
The biggest challenge was to design a new information system that could support the storage and processing of large amounts of structured information.
- High volume of incidents: The TTP management offices handled thousands of incidents daily, requiring an agile solution to resolve them in minutes.
- Operational efficiency: It was crucial to minimize waiting times and improve the user experience when handling issues with their cards.
- System complexity: The TTP, used by more than 3 million users, demanded a robust system to handle customization, validations and incident resolution.
- Continuity of service: Ensuring uninterrupted service was essential to maintaining citizens' confidence in public transport.
Virtual Desk implemented a comprehensive support solution for the Public Transport Card platform, which included:
- Advanced support system: A platform designed to assist operators in the daily management of incidents, allowing problems to be solved in real time.
- Efficient TTP Management: Support for customization, loading, reloading and restoration processes of contactless cards, ensuring smooth operation.
- Automation and speed: Tools to detect and resolve specific incidents in minutes, reducing user waiting times.
- Regulatory compliance: Implementation of security measures aligned with the GDPR to protect user data.
Virtual Desk's solution for managing the Public Transport Card has allowed us to offer a faster and more efficient service to our users, resolving incidents in record time and improving the experience of citizens on the Madrid Metro.
Our platform guarantees accurate, real-time data exchange between institutions, improving reliability and providing a more efficient service for dependent individuals.
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