TLT's control centre software manages public transport in real time

Tallinna Linnatransport (TLT) is the central provider of public transport services in Tallinn, whose reliability and operational efficiency in the event of disruptions affect thousands of passengers every day. Before the control center was established, the daily organization and supervision of public transport services was divided between several units and locations. Important information was communicated through different channels, and decision-making was largely based on people's experience and manual coordination, with no overall picture of service provision.

The growth in service volume, greater public attention, and the need for better operational, crisis, and risk management clearly highlighted the need to create a unified and transparent management capability. TLT needed a solution that would bring together competencies and create a comprehensive overview of the functioning of public transport, as well as support quick and reliable decision-making and operational information exchange.

The aim of TLT was to increase the reliability and manageability of public transport services. The desire was for a clear and unified view of the entire service, faster response to problems, and a work organization that reduces risks and dependence on individual people. It was important that the solution support both day-to-day operations and management decisions.

AgileWorks helped TLT design and implement a software solution for a central control center, whose operating logic is similar to that of an air traffic control center. All important events, incidents, and deviations are consolidated into a single system and visible in real time to both operational staff and management, visualizing the current situation for TLT itself, its employees, and the city of Tallinn.

The solution made service management systematic and transparent. Each incident is recorded, linked to the responsible parties, and the system automatically notifies those involved. This significantly reduced the time spent on phone calls and manual coordination and allowed structural units to operate independently and efficiently.

The role of employees became clearer: the focus shifted from support activities to the direct organization of passenger transport. The control center consolidates information in one place, making it more quickly available and easier to use, even in stressful situations.

For users

The work of control center employees became clearer and calmer. Information is in one place, and decisions are based on facts, not assumptions. Confusion decreased and the need to deal with activities that do not directly support service provision disappeared.

For the organization

Automation and digitization have reduced labor costs by approximately 30%. Service organization and management have become more reliable: problems are visible to everyone, focus areas quickly reach management, and responses are faster and more coordinated. Crisis preparedness and continuity, which are critical for public services, have also improved.

This project shows how AgileWorks helps make the organization of complex services with a large public impact simple, manageable, and transparent. AgileWorks is a strong partner for organizations that need well-designed solutions, effective monitoring, minimized service risks, and the assurance that the service will continue to function even in unexpected situations. The collaboration creates long-term value by supporting both day-to-day management and strategic decision-making.