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Metro de Madrid: Infrastructure maintenance capabilities transformation

Accenture helped Metro de Madrid in successfully transforming its infrastructure maintenance capabilities.


Spain's Metro de Madrid SA is one of the largest metropolitan railway systems in the world—ranked third in network length (more than 300 kilometers) and seventh in passenger volume (approximately 700 million per year). Every day, more than 2 million passengers use Metro de Madrid to travel within and around Spain’s capital city.

Accenture helped Metro de Madrid successfully transform its infrastructure maintenance operations. An entirely new maintenance model—supported by new organizational structures, processes and technologies—is minimizing service disruptions, speeding repairs, and helping to ensure better availability in installations. In addition to providing higher standards of transportation services for the company’s 2 million-plus daily passengers, the transformation has helped Metro de Madrid improve efficiencies and productivity and achieve its ambitious goals for system expansion and renewal—all while maintaining maintenance costs.


Metro de Madrid is committed to ensuring that its passengers travel as comfortably, safely and quickly as possible. Its commitment to delivering the highest standard of passenger service is reflected in its recent strategy to expand and renew its network, infrastructure and rolling stock.

This plan would affect all areas of the organization, but none more so than the Infrastructure Maintenance Unit (UMI), which was responsible for managing and maintaining the company’s vast and complex array of systems and installations—from signals and station controls to ticketing machines, elevators, escalators, energy controls, telecommunications and turnstiles.

Metro de Madrid recognized that with the plan to improve service and extend its reach came an opportunity to revamp everything about its infrastructure maintenance program—technologies, processes and organizational structure. Doing so, the company believed, would enable UMI to:

  • Reduce the number of incidents.

  • Minimize passenger inconvenience by speeding repairs and improving installation availability.

  • Reduce average maintenance costs per piece of equipment.

  • Reduce the time required for repairs by using an advanced diagnostics methodology and monitoring and tele-maintenance capabilities.

For help in developing and implementing a new service-oriented operational maintenance model, Metro de Madrid turned to Accenture.


Accenture deployed a team of professionals to help Metro de Madrid deliver the Operations Center for Maintenance and Monitoring of Installations and Communications (COMMIT) program.

This program, which formed the basis of the infrastructure maintenance transformation effort, improved the quality of infrastructure services, as well as the availability of installations for customers.

Accenture helped:

  • Design the COMMIT business case, operating model, organizational model and transformation blueprint.

  • Define the technical infrastructure and carry out a series of pilots to assess and select various technical solution components, including those that would enable remote monitoring and maintenance of installations and equipment.

  • Carry out a series of pilots to assess and select various technical solution components, including those that would enable remote monitoring and maintenance of installations and equipment.

  • Developed a phased deployment approach that would implement the COMMIT transformation in three waves over a five-year period.

  • Redesign, streamline and consolidate maintenance processes and identify new capabilities to be developed.

  • Maintain COMMIT’s technical applications and infrastructure through outsourcing arrangements that are in place through December 2011.

  • Create a Program Management Office that coordinated infrastructure maintenance-related governance and resources, measured and monitored the results of COMMIT, and oversaw the development of UMI’s continuous improvement capabilities.​


With Accenture’s help, Metro de Madrid has completely transformed its infrastructure maintenance program to support the company’s ambitious network and service expansion. The successful launch of the COMMIT program has allowed Metro de Madrid to:

  • Minimize service disruptions, speed repairs and help to ensure that equipment and installations are accessible and available, thereby enhancing the passengers’ experiences by driving more convenient, safe and rapid service.

  • Improve the availability of installations.

  • Reduce the number of equipment failures.

  • Generate cost savings.

  • Maintain a higher percentage of new installations, which were deployed as part of Metro de Madrid’s expansion strategy, without deteriorating the quality of service upon which passengers had come to rely—and at lower cost than what would have been incurred without the transformation.

  • Use real-time operations data for better, faster decision making.

In these ways, the COMMIT program has enabled Metro de Madrid to lay a solid foundation for high performance and create a pioneering model for infrastructure maintenance in the railway industry.


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