Case Study: RATP achieves 30–60 second incident reporting and improved service quality with Fujitsu RunMyProcess

Mobile App Helps RATP Improve Incident Reporting to Save Time and Improve Service Quality

RATP, the state-owned public transport operator for Paris and Île-de-France, faced slow, fragmented incident reporting that relied on phone, email and paper forms. Incomplete and delayed reports made it hard for maintenance teams to prepare correctly, increased response times, and risked financial penalties under quality contracts with the regional authority (STIF).

RATP worked with Revival and Fujitsu RunMyProcess to deploy a cloud-based Android app allowing field officers to log location, incident type and photos and send reports directly to a dashboard. Implemented in under three months, the system cut report submission from ~24 hours to 30–60 seconds, processed 2,100 reports (+20%) in 18 months, improved fix accuracy, enabled cloud storage and analytics, reduced penalty risk, and was quickly adopted with plans to expand.

RATP

Victor Ganivet

Oerational Maintenance Manager, RATP