The Ain department’s intercommunal energy and e-communications syndicate SIEA has entrusted the maintenance of its Liain fibre optic network to our Dorsalys experts. Their aim is to repair the network efficiently and sustainably within the allotted time ! Business manager Stéphanie Forestier told us about the highlights of a typical operation.
What is the role of the Dorsalys Network Maintenance & Operations Department?
“It is a driving force for continuous improvement and effective co-operation in line with the customer’s needs. We have been supporting the SIEA in the management, operation and development of repair operations requests for five years now. Throughout the various assignments, we ensure the transmission of information in real time to the customer, but also to the technicians in charge of repairs.”
What happens when your customer detects an anomaly?
“In the event of a network failure, an incident ticket is generated by the RESO-LIAin control unit, responsible for supervising the Liain network. Our service receives and acknowledges this ticket and assigns the appropriate resources according to the type of breakdown. Each operation has a Guaranteed Response Time (GRT) and a Guaranteed Recovery Time (GRT). In other words, we have one hour to get to the site and four hours to restore service for the most impactful requests.”
How does the SIEA transmit these incident tickets to you?
"We have developed an Application Programming Interface (API) that is interconnected to our customer’s computer system. This tool allows us to automatically upload requests for assistance into our Computerized Maintenance Management System (CMMS). Everything apart from the place of assignment, the technicians’ planning details and the implementation of instructions is automated for the handling of the incident.
What happens once the repair operation is scheduled?
“The technician receives the request and the deadline for the assignment. Our control unit supplies the appropriate tools (safety instructions, plans, etc.) for the operation corresponding to each request, so that no time is wasted. The technician must be able to concentrate on his main task: repairing and restoring services as quickly as possible. And our role is to do everything we can to support him.
What is the Control Unit’s role?
“Our control unit receives the request remotely, studies it and forwards it to the appropriate professionals: fibre, air conditioning, civil engineering, etc. It implements the request by putting in place additional safety measures if necessary, depending on the operation area and its nature. It can also anticipate certain components of the request in conjunction with the works managers and storekeepers (cable reservation, equipment chartering) in order to facilitate the work of the technicians. Geolocation tools let it know which team is closest to the breakdown in order to optimize response times and comply with the GTI-GTR.”
What are the benefits for the customer?
"The Control Unit is our major strength. It enables us to support the SIEA in managing its installations and to guide the technician to optimize the repair operations. Thanks to the Control Unit, we can communicate instantly with our customer and the technician, in order to supervise breakdown repairs in real time. This reactivity allows the SIEA to respond efficiently to Internet service providers and also to municipalities.
What does the Integrated Design and Engineering Office provide?
“In order to restore the service to its original state, we sometimes have to suggest several types of repairs to the SIEA. We also occasionally propose temporary repairs that can provide a novel and worthwhile solution for future assignments. In this case, the integrated design and engineering office is in charge of carrying out the survey plans (geo-referenced information on the networks) and of feeding the SIEA’s Geographic Information System (GIS). This is a guarantee of flexibility and responsiveness for our customers, who thus have a precise, updated mapping of their network.”
How is an assignment completed?
“The technician takes photos of the facility before and after repairing the breakdown. The end of the operation is announced by the control unit, responsible for remotely monitoring the return of all the equipment and carrying out instantaneous tests. The technicians must send in their report to confirm the end of their assignment, and contact the control unit, which will close the current request. The Network Maintenance & Operations department has a Method & Process division and a Works division. The latter is managed by three of our works supervisors who are in charge of coordinating the technicians with the repair operations requests.
We work in partnership with subcontracting and co-contracting companies, to be able to meet our clients' requirements in terms of fields of expertise and above all, to ensure the coverage of the Ain department. We currently carry out nearly 700 repairs operations per month. This flexibility allows us, once again, to reduce our response times and ensure customer satisfaction.”
© Eiffage Énergie Systèmes