London Gatwick Airport has chosen global ICT services provider Getronics to provide service desk, service management and application management across its campus, as the airport transforms its IT strategy.
Gatwick has 2,500 employees and supports 23,000 people including airlines, handlers and retail partner staff. As the UK’s second largest airport, IT plays a crucial role in not only in providing customer service for passengers, but in supporting a number of critical systems.
The airport required a service partner that demonstrated an understanding of both customer service and innovation through new cloud-based technology platforms, including Software-as-a-Service (SaaS) and Infrastructure-as-a-Service (IaaS).
Getronics won the services contracts due to its ability to adapt to the airport’s developing IT strategy, as well as grasping the importance of working effectively with other suppliers.
As part of its wider IT transformation strategy, the airport worked with Getronics to overhaul its service desk to bring it in-house, training IT Operations Centre staff to own and resolve faults, incidents and service requests, and taking responsibility for service management.
“Getronics demonstrated all the values we were looking for in a services provider – a superior level of leadership and ability, as well as an energetic and agile team that felt like an extension of our business, rather than a third-party supplier,” said Anthony Lamoureux, Head of IT service delivery at Gatwick Airport.
“Crucially, the team worked seamlessly with other providers to deliver a service that was best for Gatwick as a whole. Getronics had to quickly provide IT services, undertaking the complex transition from the incumbent supplier.”
Getronics managed to completely overhaul the service in just four months, before beginning a structured transition back to the Gatwick in-house service team. Ninety three applications have now been transitioned from the incumbent provider based in India and the United Kingdom.
“The Getronics team worked hard to ensure the minimal impact on our live service through the transition of suppliers, including the transfer of staff, knowledge and applications management,” said Lamoureux.
“Since taking services onboard in December, we’ve been very impressed with Getronics’ performance. All SLAs have been met or surpassed and it has achieved a positive Net Promoter Score (NPS) score for the first time in our service desk history, increasing it from the previous incumbent’s -37 to +4, which is a phenomenal achievement.”
Getronics will now continue to be responsible for providing an interim service desk and service management function, as well as providing application management of all the airport applications for four years.
“Gatwick’s forward-thinking vision is well-suited to Getronics’ commitment to business agility and innovation, and we look forward to working with them as they undergo an exciting transformation,” said Mark Cook, CEO of Getronics.