Source: Lime, La Repubblica

Since adapting to increased demand levels due to the recent Winter Olympics, the LEVA-EU member gives a key insight into its 24 hour operational machine that ensures an integrated and efficient service for users of its electric bikes and scooters in the city.

Italian publication La Repubblica interviews Lime’s Senior Operations Manager for Northern Italy, Arrigo Cirio, about how Lime works in the Italian city, with logistics, algorithms and tackling incorrect usage.

The 24 hour system behind Lime’s micromobility fleet in Milan

In Milan, Lime operates a complex logistical network, managing 5,000 bicycles and 3,000 scooters, which was expanded by another 1,000 bicycles during the Winter Olympics to meet peak demand. According to Cirio, the operation relies on real-time monitoring, logistics coordination, and data-driven planning.

“Our vehicles, our activities are task-based,” Cirio explains, outlining a system that operates largely invisibly to users.

The control room and algorithmic management

Lime’s Milan operations are centralised in the Certosa district, where offices, warehouses, and a 24-hour operations centre are housed together. Ten staff members monitor the entire fleet in real time, coordinating four key activities: recovery of faulty vehicles, battery replacement, field maintenance, and vehicle repositioning.

“When the battery drops below a certain level, a task opens, and the operator goes to replace the battery,” Cirio says. Battery standardisation across scooters and bikes simplifies logistics, allowing for rapid turnaround.

Strategic repositioning, known internally as “moves” is driven by algorithms that analyse patterns to help decide where vehicles should be. “The parameters analysed are varied, including usage and local demand, which are continually analysed,” Cirio notes.

Vehicles are directed toward high-demand hotspots such as Via Dante and Piazza Duomo, supporting not just tourism, but also last-mile mobility for commuter travel. Between San Donato and Milan alone, around 300 vehicles are exchanged daily to facilitate last-mile connectivity.

Field teams and urban logistics

Three categories of staff operate across the city: van drivers who transport vehicles between locations, in-field mechanics handling minor street repairs, and foot patrollers overseeing high-traffic zones. “The area between the Castle and San Babila is constantly monitored in two eight-hour shifts,” Cirio explains, due to consistently high demand and rapid turnover.

For the Olympics, Lime increased its mechanic group, and dedicated foot patrollers to the areas of Santa Giulia, the Olympic Village, and the Media Center.

Vehicle recoveries, AI, and user compliance

Vandalism presents operational challenges, particularly when vehicles are thrown into the Navigli canal. “In the specific case of water, as soon as the vehicle enters the water it goes offline because the system dies and therefore the GPS immediately identifies it as requiring recovery,” Cirio explains. Specialised teams then deploy anchors and safety equipment to retrieve them.

To reduce improper parking, every rental ends with a mandatory photograph analysed by artificial intelligence. However, “there’s a second step where a manual operator verifies the effectiveness of the AI’s activity.” Repeat violations lead to escalating penalties, culminating in account suspension after three offenses.

Lime’s flexible operational model

Lime operates a hybrid staffing structure combining permanent employees, agency workers, and seasonal labour to accommodate fluctuating demand during major events, such as the recent Winter Olympics, the annual Milan Fashion Week, Design Week and regular sport fixtures.