Event and incident management for bus operations

• Client type: Bus operator running incident and lost mileage processes in a TfL-regulated operating environment
• Scope: Replace a legacy K2/Nintex workflow with an integrated web application connected to scheduling, workforce, incident, and engineering systems
• Core result: Faster event processing, lower controller overtime, and stronger compliance control without the legacy licensing burden

Event and incident management was slow, error-prone, and heavily dependent on spreadsheets, individual knowledge, and repeated cross-checking across multiple systems. Controllers had to reconcile schedules, duties, drivers, and vehicles manually, often re-entering the same information several times.

The operator was not just dealing with an awkward workflow. This sat inside a TfL-regulated process where weak data quality and inconsistent handling could create compliance exposure, penalties, and expensive overtime.

In practice, the fragmented setup created several recurring problems:

• high manual workload and repeated re-entry across disconnected tools
• slower event creation and delayed operational follow-up
• inconsistent records that weakened compliance confidence
• avoidable overtime and rework across the control function
• ongoing cost from legacy low-code platform licensing

iQberry approached the work as an operational control and workflow-modernization problem rather than a simple UI refresh.

The first step was to replace the spreadsheet-heavy legacy flow with one integrated application that could capture incident data faster, apply validation consistently, and support TfL-aligned lost mileage calculations inside the process itself.

That led to an implementation focused on:

• consolidating schedules, duties, and driver data into one workflow
• applying validation, standardized reason codes, and lost mileage rules at source
• reducing manual effort through automatic prefill and clearer event entry
• preserving operational continuity through a parallel-run transition from the old system

iQberry delivered a custom web application for event and incident management that replaced the legacy K2/Nintex setup and removed the need to manage critical workflows through spreadsheets.

The solution included:

• one integrated workflow for schedules, duties, drivers, and incident data
• TfL-compliant lost mileage calculations using business rules and operator inputs
• rule-based export to external engineering and mechanical systems
• validation controls, standardized reason codes, and role-based access control
• integration with operational systems including Optibus, DAS, TracerIT, Freeway, and the TfL NoE/SCC feed

This gave controllers a faster, more controlled way to create complete events and manage incident-driven operational reporting.

The most important outcome was not only lower operating cost, but better control over a compliance-sensitive operational process that had previously depended on manual effort and fragmented tools.

According to the source material, the operator removed GBP 50,000 per year in legacy platform licensing cost and reduced controller overtime and operational rework by GBP 200,000 to GBP 300,000 per year. The supporting deck also shows that the new workflow improved usability, added role-based access control, and reduced data-entry friction through automatic prefill and validation.

Operationally, the new process delivered:

• faster and more reliable event and incident processing
• fewer manual errors and less duplicated effort
• more consistent records for reporting and compliance review
• better control over who could create, review, and view incident data
• less dependence on individual knowledge and spreadsheet workarounds

In bus operations, incident handling and lost mileage reporting can look administrative from the outside while still carrying real financial, compliance, and service consequences.

This case matters because it shows how replacing a fragmented low-code and spreadsheet process with an integrated operational application can improve speed, control, and cost at the same time. The value came from making the process easier for controllers to complete correctly, while also giving the operator stronger validation and clearer evidence inside a regulated environment.

For operators trying to modernize without destabilizing core operations, this kind of workflow replacement is often a high-leverage step: fewer manual errors, lower overhead, and better operational confidence in the same move.