CASE STUDY: Successful eTechLog implementation at TAP Air Portugal and Portugália Airlines

Author: Luís Marques, Maintenance Operations Center Manager, TAP and Joana Arina, Director of Technology, Portugália

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Luís Marques, TAP ’s Maintenance Operations Center Manager and Joana Arina, Director of Technology at Portugália on implementing and going live with an e-TechLog

Case studies offer invaluable insight into the challenges and benefits of introducing new technologies within airline operations. What makes this particular case study compelling is that it provides two distinct perspectives. TAP Air Portugal and Portugália Airlines share their experience as distinct operators within a single group implementation. This is a first for us at Aircraft IT. The article explores how Conduce’s eTechLog8 was implemented across the TAP Group, with each airline tailoring the solution to its unique operational environment and objectives.

INTRODUCTION TO THE AIRLINES

TAP Air Portugal, the national flag carrier, was founded in 1945 and has been a proud member of Star Alliance since 2005. Operating between 1,000 and 1,250 weekly flights to 85 destinations, TAP is widely recognized as Europe’s leading airline serving Brazil.

Portugália Airlines, a regional carrier based in Lisbon, operates under the TAP Express brand. With a fleet of 19 Embraer ERJ-190 aircraft, Portugália has been part of the TAP Group since 2006. Despite its group affiliation, the airline retains its own Air Operator Certificate (AOC) and manages operations independently.

THE eTechLog8 PROJECT – PORTUGÁLIA’S PERSPECTIVE

Joana Arina

The primary aim of the project was straightforward: to remove paper from the cockpit and technical operations, and provide immediate access to reliable data for crews and maintenance teams. Key objectives included real-time data availability, integration with AMOS (our maintenance system), elimination of handwriting errors, and allowing technicians to focus on their core responsibilities. Following detailed market research, we concluded that Conduce’s solution stood out for its simplicity, intuitive interface, and comprehensive support. Crucially, Conduce managed the hardware aspect (saving us the complexity of sourcing and configuring devices) and offered seamless integration with AMOS.

Feedback from other operators, such as W2Fly Portugal and several international airlines, was overwhelmingly positive. eTechLog8 is also the only solution approved by the Portuguese Civil Aviation Authority. Although we anticipated a straightforward certification process, it proved more complex than expected, as explained further below. Figure 1.1 illustrates how Conduce’s eCentral8 delivers real-time visibility.

Figure 1.1`

As shown in the figure, eCentral8 provides genuine real-time data transmission. When a digital eTechLog8 page is ‘turned over’ the operational data, including defect reports and fuel/oil metrics, is sent directly to eCentral8 and made immediately available in AMOS, as you can see in figure 1.2.

Figure 1.2

A particularly useful feature is the pre-defined defect library, which allows crew and maintenance to quickly select and report common technical issues. These are then relayed instantly into the maintenance workflow, with consistent formatting and wording.

Project timeline

Our 12-month implementation ran from July 2023 to August 2024. While we shared a common solution with TAP, we configured the system to meet Portugália’s specific operational needs. We began engaging the regulator in January 2024, after initial configuration, followed by staff training and a parallel run in March 2024. During this phase, crews and technicians completed both paper and digital entries to validate the system.

Midway through the year, the authority, reclassified eTechLog8 as an Electronic Flight Bag (EFB). This change required some paperwork changes. While TAP followed a different regulatory route (primarily due to the need for new manuals to support their EFB classification) we continued with our implementation path. In July 2024, we connected eCentral8 to AMOS, but maintained the parallel run to ensure continuity and validation. Confident in the system’s reliability and the readiness of our teams, we moved to full go-live in August 2024.

Training approach

Although our planning was thorough, we had underestimated the potential delays involved in regulatory approval, which became the project’s greatest challenge. But, in figure 2, you can see a summary of our training program.

Figure 2

While Conduce offers a robust e-learning package, we supplemented it with additional initiatives. All cockpit crew completed the e-learning modules, and we held two online workshops with Conduce. We also rolled out a ‘quick reference guide’ to support day-to-day use. Importantly, devices were available in the maintenance hangar a full year before launch, giving pilots time to familiarize themselves. We established a daily feedback loop and took a tailored approach, supporting pilots differently to technicians, as each group had distinct needs. Communications were kept open throughout the project, using email to share insights and respond to questions. For engineering teams and back-office users, we provided more detailed training on eCentral8. Cabin crew required only brief instructions, communicated via internal channels. Being consistently present and listening to concerns, even when challenges arose, helped maintain morale and momentum.

Observations and feedback

Feedback from across the organisation is summarised in Figure 3.

Figure 3

While we were confident in the system, it was vital to customize it to Portugália’s operational context. Conduce were flexible and responsive to our requirements. Early access to the devices was highly valued by technicians and contributed to user confidence. This was very much a collaborative effort, with our teams and Conduce working together to deliver a successful outcome.

Lessons learned

As with any such project, we learned a number of lessons, as you’ll see in figure 4.

Figure 4

One key takeaway was the need for greater regulatory clarity. Despite using an already approved system, ambiguity remained throughout the certification process. In terms of training, while e-learning was effective, many staff preferred classroom or simulator-based learning to help set expectations more realistically. As expected, the parallel run introduced additional workload, but we had always communicated that the process would become smoother with time, and it did.

Reflections

Any transition to digital operations must begin by embedding the concept into company culture. Conversations about digital processes need to start early, supported by clear communication and engagement. We also recommend engaging regulators as early as possible, and being prepared with detailed explanations of your approach. And finally, keep things simple. Focus initially on replacing paper with digital tools – save broader transformation for after the system has bedded in.

The successful go-live of aircraft CS-TTX marked a significant milestone for our team (Figure 5). Despite the challenges, the project was rewarding and, thanks to everyone’s enthusiasm, even enjoyable.

Figure 6

TAP AIR PORTUGAL’S EXPERIENCE WITH ETECHLOG8

Luís Marques

In figure 7, you can see a summation of why TAP Air Portugal decided to move to an e-Logbook.

Figure 7

Although TAP and Portugália are part of the same group, TAP’s larger scale and complex operations required a more comprehensive implementation strategy. Back in 2014, we recognized the limitations of paper-based logbooks. Manual data entry and poor traceability created inefficiencies and a higher risk of error. At that time, we developed our own in-house ETLB to meet our specific requirements, including real-time data access and full lifecycle control. While the solution was well-suited to our needs, it lacked scalability and struggled with integration, particularly after we adopted AMOS in 2019. This prompted us to explore third-party systems capable of full AMOS integration.

Why Conduce

Following a comprehensive market review, Conduce’s eTechLog8 emerged as the strongest candidate. Proven AMOS integration, 24/7 support, and implementation flexibility were all deciding factors. Equally important was Conduce’s willingness to work with us to tailor the solution within reasonable boundaries. The system is intuitive, reliable, and suited to both flight crews and engineers. During the parallel run, operations remained uninterrupted, which was critical for us.

Implementation and Training

We signed the contract in June 2023, with configuration starting the following month. By September, we were drafting procedures and developing training material with Conduce’s assistance. Engagement with the national regulator began in January 2024, followed by the start of the parallel run in February. While the parallel run increased workloads for ground engineers and flight crew, it also served as a valuable training phase.

To support the rollout, we delivered training to:

• 3,162 ground engineers (across 17 substations and 38 outstations)
• 1,233 pilots and 823 cabin crew
• Over 800 back-office users

Live demonstrations were organized post-strike (March 2024), to ensure all personnel were confident using the system. The widebody fleet received approval in July 2024, followed by the narrowbody fleet in October. With AMOS integration going live in September, the full fleet of 80 aircraft was operating with eTechLog8 and eCabinLog8 by November 2024, a key milestone in TAP’s digital journey.

Operational Impact

User feedback was highly positive. The system improved data accuracy, reduced reporting delays, and streamlined defect tracking. Features like photographic documentation, historical defect access, and real-time visibility were especially well received. From the MOC’s perspective, eCentral’s real-time monitoring tools improved prioritization and decision-making. The system acts as a safety net, helping to avoid lapses in airworthiness due to missed inspections or unresolved defects. eTechLog8 also enhanced collaboration across departments and served as a catalyst for broader digital transformation within our maintenance operations.

Lessons learned and insights

The transition brought time-saving benefits to our technicians, enabling them to focus on their primary roles and reducing potential delays and cancellations. Also, several key lessons emerged, as you can see in figure 8.

Figure 8

We learned that it is important to engage the regulator from the outset to avoid unnecessary delays and to allocate adequate project management resources. Be prepared for additional certification requirements (e.g., electromagnetic interference tests), which may not be anticipated. Also, it’s important to initiate pilot training early in the process.

FINAL THOUGHTS

This dual implementation demonstrates the flexibility and adaptability of Conduce’s eTechLog8 solution. Whether in a regional or major airline context, the system delivered tangible improvements in operational efficiency, data integrity, and regulatory compliance. What stands out most is the shared commitment, from both TAP and Portugália, to modernizing operations in a sustainable and collaborative way.