References and case studies

Lario Reti Holding is the company that manages the Integrated Water Service for all the Municipalities of the Province of Lecco, in Italy. There are about 90 municipalities and the population is about 350.000 people. Lario Reti manages over 460 sources, 120 wells, the entire water purification cycle, more than 2.300 km of aqueduct pipelines and over 1.800 km of sewer pipes.

During the CMDBuild DAY 2018, an interview has been done with Mr. Ezio Maino, responsible for the IT sector of Lario Reti Holding. You can find here below the questions and answers, and the link to see the video.

Which are the main reasons that made you choose openMAINT?

We were looking for an IT tool that would help us keeping track of the processes related to the maintenance of water networks, which involve both internal personnel and external suppliers.

How did you discover openMAINT?

Through an internet research we found openMAINT, we deepened with a phone call, then following a demo we were convinced to test the product.

Which are the main activities that you use openMAINT for?

openMAINT is mainly used for the entire management of corrective maintenance of water networks. Let’s say that there is an emergency call: the user calls and reports a malfunction; the contact center informs the internal planning office or personnel available at night, which take the vehicle and check the issue; then the job is assigned to internal staff or external suppliers; all this ends with a cycle of technical and economic reporting of the activities done.

Which are the specific aspects of the maintenance activities that you manage with openMAINT?

It is used by several users who belong to different offices within the Company, some these are technicians (such as the planning office of work teams) other more from accounting (as the final part of the management control that then supervises the reporting). We have therefore several offices that take care of the process and everyone has specific permissions and sees a different set of data.

The activities and the various steps of the processes are often parallel and asynchronous. A process can start and send the input for a job to various offices, which then at different times close their own step.

There are also variable management workflows, based on working hours, days of the week and holidays. During the day time the requests arrive at the offices, at night and during the holidays they have to go directly to the technicians who are available and who are called on their cell phones or directly at home.

Then there are processes that automatically provide the start of “child processes” based on certain conditions. For example, in the case of maintenance of water networks, if the Company carries out an excavation to restore the piping, a paving process is then opened to restore the road surface, which will be managed by a different Company.

How many interventions per year do you manage on average?

We receive about 9.000 requests per year from end users in the province of Lecco. About 3.000 become interventions in the field.

How many users works with openMAINT and the Mobile APP?

There are about 50 openMAINT users, about 20 of these work with the APP as well.

For which activities do they use the Mobile APP?

The technician who works in the field to make the first inspection based on the request, compiles the ‘Intervention and First Inspection Report’ directly using the tablet, attaching as well photographic documentation.

Are you planning to develop further features within openMAINT?

Yes, we intend to develop the maintenance of all the water systems as well, and not just the networks, and the management of all the drains.

According to your experience, what do you think are the strengths of openMAINT?

I would say mainly two: the openMAINT flexibility in creating processes, and certainly the technical expertise of the Tecnoteca Team. I have worked with Anna and Alberto and both of them were great in their role.