Traficom
IMS software supporting expert work and operations in accordance with the ISO 9001 standard.
IMS software supporting expert work and operations in accordance with the ISO 9001 standard
Traficom, the Finnish Transport and Communications Agency, is responsible for building the best possible connections so that people, data, and goods can move smoothly, safely, and sustainably.
Traficom strengthens the resilience of society by improving the safety of transport and the digital society. In addition, our customer plays a key role in ensuring that Finns can conduct business, work, access information, and use services smoothly and securely online.
Customer case in brief:
- Traficom has been using IMS software since 2012 across all modes of transport, for example in process description and managing work-guiding documentation.
- Within Traficom’s Transport System Services competence area, maritime flag state activities are certified according to ISO 9001. IMS helps ensure compliance with certification requirements.
- IMS supports expert work by making up-to-date documentation easy to find, increasing transparency through documented processes, and enabling continuous improvement based on documented data such as process metrics, deviation reports, development ideas, and process descriptions.
In this reference case, you will learn more about how Traficom’s Transport System Services competence area utilizes IMS software.
The role of the management system in Traficom’s operations
Traficom’s operations are divided into three impact networks and four competence areas:
Impact networks:
- Functional transport of the future
- Sustainable and clean environment
- Transport market
Competence areas:
- Driver services
- Transport System Services
- Digital connections
- Cyber Security Center
Traficom is a broad agency whose operations extend from the seabed all the way to space. It employs approximately 1,000 people who develop and provide transport and communications solutions for a changing world.
The Transport System Services competence area covers tasks related to maritime transport, boating, hydrography, waterways, rail traffic, road infrastructure, private roads, transport digitalization and statistics, mobility services, and aviation.
This competence area holds an ISO 9001 quality certification for maritime flag state activities.
IMS software in Traficom’s daily work
Traficom has used IMS since 2012 across all transport modes, particularly for process descriptions and managing documentation that guides work.
The quality team in the Transport System Services area is led by Susanna Jansson, a Senior Specialist responsible for maintaining, ensuring compliance of, and continuously developing the flag state quality system.
“IMS supports our experts’ substantive work across different transport modes – the overall management system at Traficom comes from elsewhere,” Susanna explains.
Laura Tirronen works in management development within the same competence area. She ensures shared operating models are maintained and developed, and supports management by providing relevant operational insights through IMS.
“IMS brings all work-guiding information together in one place, making it easy to find. Everyone stays aligned on the latest approved instructions,” Laura emphasizes.
IMS is also used in onboarding new employees.
Petri Öhrmark supports the organization in compliance matters arising from international regulation, including maintaining and developing the ISO 9001-certified quality system.
“IMS helps us think about how to achieve our goals, for example through process descriptions,” Petri explains.
Process descriptions are reviewed collaboratively to assess whether current operating models support goals. Process metrics in IMS help measure outcomes and performance.
IMS in ISO 9001-compliant operations
Traficom has created a quality manual in IMS to meet ISO 9001 requirements. In addition, process descriptions for flag state activities are maintained in the system.
“The basic elements of quality work are embedded in our operations – either the work itself or its outcome is standardized,” Petri notes.
IMS makes it easy to manage compliance with certification requirements.
“Our operations are audited frequently. Deviations and improvement suggestions are documented in IMS, giving us continuous visibility into findings and actions,” Susanna explains.
Process metrics and deviation reports are managed in IMS, ensuring proper follow-up and documentation.
“Transparency is key. IMS makes it easy to demonstrate in external audits how our operations are guided by documented processes,” Laura adds.
The three-page process modeling technique
Susanna highlights IMS’s three-page technique for process descriptions, which keeps process diagrams clear while linking related documentation.
This technique, developed by Arter’s founders, includes:
- A summary
- A process diagram
- A detailed description of process steps
It allows comprehensive documentation without overloading a single diagram.
Building a system based on operations, not structure
Over time, Traficom accumulated a large amount of data in IMS. After updating the system in 2021, the organization decided to transfer only relevant content to the new environment.
Instead of structuring IMS based on organizational hierarchy, Traficom shifted to a model based on operations and transport modes, recognizing that organizational structures may change quickly.
How IMS appears in key users’ daily work
Susanna, as a main user, describes her work:
- Handling weekly support requests
- Updating the quality system
- Managing annual tasks such as process reviews
- Maintaining documentation like the quality manual
- Participating in content migration to the new system
Laura focuses on:
- Processing deviations identified in audits
- Supporting management with reports and reviews
Petri contributes by:
- Producing content
- Supporting users
- Developing process description guidelines
“We encourage staff to follow documented instructions—then work runs smoothly,” Petri says.
Ease of use and visual clarity praised
IMS is widely appreciated for its usability and visual clarity.
“I first used IMS in 2008, and it’s intuitive and easy to learn,” Laura says.
Susanna highlights the Knowledge Base as a valuable support tool.
Petri notes:
“It’s easy to start modeling processes in IMS. The tool is fast and simple—the real effort lies in understanding the thinking behind process work.”
However, careful planning of content structure is essential to keep information easy to find.
Laura adds:
“You can predefine certain elements in IMS, such as process modeling styles, which reduces the need for training.”
“Visuality is one of IMS’s strengths,” Petri concludes.
