It is a great honor that Digile has been involved in the project in the Digital Engineering area of the Metro Manila Subway Project (MMSP) - the first underground mass transit system in the Philippines, set to transform urban transportation across Metro Manila. Covering 33 kilometers with 17 stations, this project aims to significantly reduce travel times, improve connectivity, and enhance the quality of life for millions of commuters. Digile’s use of advanced digital engineering tools like Bentley’s and Microsoft’s software have been instrumental in overcoming these challenges. The integration of cutting-edge digital solutions allows teams to make quicker decisions, solve problems efficiently, and stay on track with the project’s tight timelines. 

MMSP: A Support Engineer’s Perspective 

This blog offers an insider perspective from Roldan Rey Hernandez, a Digilian who plays a role as a Support Engineer on the project, working closely with the project stakeholders, showcasing how technology, teamwork, and innovation come together to drive this monumental effort. The subway, hailed as the “Crown Jewel” of the country’s infrastructure initiatives, promises to redefine how Filipinos move through the capital. For Roldan, being part of the support team means more than just addressing technical issues — it's about contributing to a project that will have a long-lasting impact on millions of people. 

The Scope of Work 

As a Digilian Application Support Engineer, Roldan's primary responsibility is ensuring the deployed software technology stack runs smoothly for the project. This includes the Bentley ProjectWise, Bentley ComplyPro and Microsoft Power BI. His role involves a collaborative effort with the support team to resolve issues, manage incidents, and keep these applications functional for users from various personas and organizations.  

Incident management is fast paced, with the team responding quickly to reported problems, diving deep into troubleshooting to identify and resolve root causes. Apart from that, the team is also responsible for conducting hands-on training sessions to help users understand the full functionality of the tools. Keeping documentation, such as troubleshooting guides and user manuals, up to date is a big part of the workflow, ensuring that both new and experienced users have the resources they need to succeed. 

Daily Routine of a Support Engineer 

Roldan is stationed onsite at the client’s office; hence he has been one of the primary points of contact for users who need assistance with the deployed software technology. Roldan’s day typically starts by checking any new support requests that have come in. His tasks range from troubleshooting issues to leading training sessions for new users on ProjectWise and ComplyPro, helping them get familiar with essential features like document management and deliverable tracking.  

At Digile, we monitor the support requests raised by users systematically using our in-house support ticketing system – The Smile Support portal. Support engineers record and update the response to the support ticket raised and the update details are transparent to users, users can also access the same system to monitor the status of their support tickets.  

In addition, he is involved in Power BI report generation, pulling and processing data to give stakeholders real-time visibility into project deliverables. The dashboard is continuously evolving based on user feedback, with updates being implemented to improve its functionality, ensuring it remains a useful tool for the teams relying on it. 

Software Involved: ProjectWise and ComplyPro 

As a key player in the MMSP, Roldan ensures that ProjectWise and ComplyPro are always operational. These tools are crucial in managing document workflows and compliance, making it easier for the engineering teams to track progress and stay aligned with project milestones. Training and maintaining these systems form the backbone of his support work, ensuring the subway’s complex digital infrastructure is well-managed and continuously optimized. 

Navigating a Complex Support Case: Timely Execution and Positive User Outcomes  

Roldan shares some examples of challenging support cases that he encountered during the project and how he managed to resolve them in a timely and effective manner.

Training: 
Conducting a ProjectWise training session for new users is crucial for effective onboarding. This training helps users learn how to navigate the platform confidently and understand its features. By practicing key tasks like document management and collaboration, participants gain hands-on experience. Clear explanations of workflows improve processes and boost productivity while reducing errors. A well-organized training session also encourages teamwork and sets the stage for successful projects. Ultimately, taking the time for proper onboarding increases user satisfaction and makes projects run more smoothly. 

Distribution matrix: 
When a user requests an update to the transmittal distribution matrix in ProjectWise, it helps ensure that future transmittals go to the right recipients, improving communication distribution matrix and reducing errors. An updated matrix allows users to quickly choose the right Organization— like Contractors, engineers, and clients—when sending documents, saving time and boosting efficiency. This process keeps everyone informed and aligned, which is vital for the project's success. 

Email Notification:
The user is unable to receive email notifications from the ProjectWise application. To investigate this issue, we will first check the user's spam and junk folders for any missed emails. If necessary, we will communicate with Bentley to determine if the user's email is on their bounce list and request its removal. Finally, we will send a test email notification to verify whether the user can now receive notifications from the ProjectWise application. 

Process: 
The user requested assistance on how to resend a transmittal and document. I guided them through the process of changing the document's state and revising it to create a new version and resend it with the updated transmittal. 

ComplyPro Access:
The user experienced difficulties accessing the ComplyPro application, so I provided assistance by guiding them through the installation of Citrix on their computer. Additionally, I helped them set up and register the One Time Password by scanning a QR code with their personal device, ensuring they could securely access the application. 

Digile’s Impact on MMSP 

Through expertise in digital engineering software technology and Digile’s support framework, Digile has played a critical role in ensuring software implementation, along with providing Digital Infrastructure services to ensure seamless execution and integration across project. 

• Real-Time Support: Digile’s Support and Digital Infrastructure services enabled efficient teamwork and seamless project execution between various stakeholders, giving them adequate competency in using and adopting the implemented software technology to promptly attempt to their project routine. 

• Data-Driven Approach: Optimized data engineering adoption managed large volumes of information, reducing errors and enhancing decision-making. 

Economic and Social Benefits: Beyond Transportation 

The MMSP is expected to serve around one million passengers daily, drastically improving mobility across Metro Manila. This will open new opportunities for economic growth, benefiting both businesses and residents by making it easier to navigate the city. For Roldan, the opportunity to contribute to such a transformational project provides a sense of pride and accomplishment, knowing that his role supports the larger goal of improving the lives of millions of Filipinos. 

Conclusion: A New Era of Digital Engineering 

The Metro Manila Subway Project symbolizes a new era for transportation in the Philippines, driven by Digile’s digital solutions and innovative approaches. Roldan Rey Hernandez and his team have played an integral role in this journey, helping to ensure that this groundbreaking project remains on track while contributing to the social, economic, and environmental benefits it will bring to the city. The lessons learned and the technologies employed in this project are setting a benchmark for future infrastructure development in the region 

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