Service Plus – FHE | ZAP Business Solutions

Leveraging on the Service Plus capabilities, the Solution was adapted in Fulton Hogan Egis O&M to empower the delivery of Traffic Management and Incident Response Services on the M4 West of WestConnex Projects by providing a Service full lifecycle from creation to review and closing.

Traffic management worker in a hi-vis vest holding a tablet on a motorway overpass

Designed, developed, and delivered an end-to-end IR and Traffic Management platform for Egis Traffic Management Services. Operational from 2015–2018 across the M2 and Lane Cove Tunnel, managing over 11,000 incidents and 600 TM services.

Clipboard and two-way radio on a vehicle dashboard with a motorway visible through the windscreen

The Challenge Of Project

Incident detection, response, and rectification times were logged manually, creating disputes between field crews and traffic control room operators
Shift events, service reports, and monthly KPI calculations had no centralised system, relying entirely on paper-based records
A fleet of over 40 vehicles required tracking across availability, registration, insurance, and fuel — all managed manually
Client invoicing, crew timesheets, and service quotes were produced through separate manual processes, increasing error and turnaround time
Safety documentation such as pre-start checks and post-shift reports were paper-based with no field accessibility

The Solution

Traffic management worker in a hi-vis vest holding a tablet while overlooking a multi-lane motorway

To support effective contract management and operational excellence, ZAP designed, developed, and implemented Service Plus — an integrated web and mobile workforce management platform tailored specifically for IR/TM Service Deliveries consisting of: