APRR's handling of non-conformities with Ermeo

Treatment of nonconformities

In this Webinar Christophe Joly (Director of Operations at Ermeo), Marianne Michalet (Organisation Project Manager at APRR) and Nathalie Chavagneux (Quality Manager at APRR) explain how APRR and Ermeo are working together to improve the inspection and control of motorway areas. APRR's major challenge is to keep its Afnor certification in order to have the right to operate motorways. To do this, they must deal with the non-conformities identified on the network they operate within a timeframe defined by the regulator (here the State).

This article consists of 5 parts:

1. Ermeo's presentation
2. Presentation of APRR and the challenges associated with digital transformation - Numa
3. Retrospective on the deployment of Ermeo and the results obtained
4. Demonstration of the use of the tool - Use case - handling of non-conformities

1. Ermeo's presentation

Ermeo is a web and mobile solution that allows manufacturers and service companies in all sectors to replace paper use and low value-added tasks that slow down and complicate the daily life of field operators, by digitising all types of operations and documents.

From the creation of digital forms to automated reporting, including intervention planning and data collection in the field, operators are perfectly guided at every stage of their interventions via the Ermeo web and mobile solution.

Our mission is to facilitate the daily work of field operators in the industry.

For this purpose Ermeo has created the connected operator platform. Its objective is to deploy its platform to industrial companies in order to support them in their digitalisation. Indeed, today, the digitalisation of industrial activities appears to be a necessity in order to remain competitive. Today, the Ermeo solution is a great success. Ermeo manages more than 15 million resources, generates more than 100,000 reports and digitises more than 30,000 forms in the field, connected to databases.

Ermeo's Connected Operator Platform consists of a web solution and a mobile application available on smartphones and tablets.

The web platform allows to digitize all types of operations, procedures and industrial documents into visual, interactive and collaborative forms thanks to an intuitive drag and drop editor.

Our comprehensive and intuitive procedure editor offers endless possibilities. Forms are easily created by dragging blocks of text, data, images and many other customization elements.

The web platform also provides a complete view of all equipment and documents associated with these procedures.

The Android, iOS, Windows and Mobile Web versions of the mobile application offer total autonomy to field operators in connected or disconnected mode.

In addition to improving their working and living conditions on a daily basis and a perfect accompaniment at every stage of their interventions.

It can be used in any situation, with or without GSM/network connection, thanks to a connected/disconnected mode.

The most frequent cases of use in Ermeo are:

  • Report and track resolution of anomalies 
  • Ensure the follow-up and traceability of interventions
  • Carry out QHSE controls and audits (equipment - operations)
  • Reference assets and monitor their condition (Equipment Management)
  • Carry out preventive and corrective maintenance operations (mobile CMMS)
  • Taking measurements
  • Securing an intervention

Treatment of nonconformities

2. Presentation of APRR and the challenges associated with digital transformation - Numa

APRR, Europe's 4th largest motorway group

The APRR Group owns 2323 km of infrastructure, available 7 days a week, 24 hours a day. APRR is the 4th largest motorway group in Europe. Its mission is to connect people and open up territories. APRR, a subsidiary of the Eiffage Group, is committed to offering a comprehensive service and a unique experience to travellers. The APRR network includes all associated services: from clean toilets to maintained green spaces.

The Numa digitization project

Since 2016, the Numa (Numérique Autoroute) program of digital transformation for the trades has been underway. This transformation has three major challenges: a challenge of efficiency, a challenge to improve responsiveness in resolving anomalies and a challenge to improve the customer experience. 

This programme aims to connect the nomadic agents that are on the whole network with the remote operators. The objective is to transmit information instantaneously between all points on the network. At APRR, when a traveller breaks down, an APRR agent arrives within 16 minutes. Thanks to the digital solution Ermeo APRR can respond to these challenges in an optimal way.

Another major challenge for APRR is to maintain Afnor certification. One of their missions is to periodically check the state of the services rendered and to detect anomalies and non-conformities. To do this, APRR has formalised monitoring policies that have been applied for years. These policies include very detailed audit forms. More than 18,000 interventions are carried out per year on 30,000 assets. Previously, field agents carried out interventions using paper forms. Team leaders did not have a good view of the timeframe for resolving non-conformities and had difficulty providing audit reports in the event of an audit. They spent a lot of time consolidating the data in reports and had difficulty prioritizing actions based on the criticality of the non-conformities.

The Numa programme has 3 ambitions. The first is to to easily equip field controls. The second is to have a user-friendly solution. The third is to have a very good traceability of information.

3. Retrospectives on the deployment of Ermeo and the results obtained

Why did APRR choose Ermeo? 

APRR has chosen the Ermeo solution for the digitisation of its business processes. For APRR, it was essential to have a solution that was easily adaptable because their processes evolve very quickly. The Ermeo solution is applicable to several use cases: it therefore perfectly meets APRR's needs. 

With the Ermeo mobile application, agents can take pictures, add comments and complete reports: they are truly guided. Finally, all the information is recorded and the operations performed are tracked thanks to à the web platform. This proves that the equipment is properly monitored. Prove that an inventory of APRR's services and assets was carried out at a given time. And to carry out an optimal treatment of non-conformities.

How was the solution deployed?

After choosing the Ermeo solution, it was necessary to proceed for one month to design, parameterization, field tests and adaptation. This is to ensure optimal user adoption and to guarantee the achievement of the Numa project's goals. Then, there was the deployment phase for the teams, which lasted 4 months, followed by the construction of indicators.

Ermeo's deployment

One of the advantages highlighted by APRR is the possibility of deploying use cases gradually, with increasingly shorter test phases each time. After testing the tool on a first use case, APRR has had confirmation that Ermeo meets its needs. This accelerated the deployment of the solution on several other use cases.

How did users at APRR appreciate Ermeo?

The feedback from the various people involved in the project is very encouraging. At APRR, the Ermeo solution satisfies all types of users: from field agents to remote operators of all ages. APRR is very enthusiastic about this digital project and is determined to go further and faster in its deployment.

What Ermeo users at APRR say: 

The application it is nickel, keenly that it is deployed on the works, paper and pencil it is enough. Emmanuelle, Business Manager in Isère 

Well done! What we are all learning to recognise is that a project that is not 100% perfect, but that already gives satisfaction, is a successful project. Guillaume Herent Deputy Managing Director.

The figures are also more than positive. 100% of the data is traced and reported, which makes it possible to secure the ISO standard. There is a better prioritization of interventions: up to 70% decrease in the rate of interventions. As well as an optimization of on-site interventions: 100% of the equipment is inspected.

4. The demonstration - Use case: dealing with non-conformities

In the fourth part of this Webinar(video at the top of the page), discover a step-by-step demonstration of the use of the Ermeo tool by APRR on the use case: Processing of non-conformities.

  • 1st step: Form creation: Ermeo allows you to transform your paper procedures into a digital, interactive format.
  • 2nd step: Using the application in the field to fill in a form, to process non-conformities: Ermeo allows you to easily carry out your interventions by having access to all the necessary information.
  • Step 3: Collect data from the platform immediately: Ermeo allows you to collaborate with your operators.  
Emma Duverne Marketing Manager Treatment of nonconformities