IT support for multinational aviation technology provider

Supporting biometric electromechanical gates at airports to ensure optimum passenger flow

The Customer

Specialist global IT support

ESP has worked with this customer, who is a multinational technology provider of biometric border control systems and integrated electronic identity management platforms for over a decade. Consistently ranked as one of the most innovative and entrepreneurial companies in Europe, they are a trusted partner to the world's most prestigious airports, airlines, governments, and private organisations.

The technology provider has contractual obligations with their end customers to uphold service availability and avoid downtime of their biometric gates to ensure optimum passenger throughput. We provide consistent service across their locations globally through our specialist teams who are security cleared to the highest levels required.

ESP Support

Engineers providing worldwide airside support

ESP provides level 1, level 2 and level 3 support as well as a specialist team to support the customer's airport biometric electromechanical gates. They have a dedicated ESP service delivery team, which means there is a single point of contact for escalations. We provide the customer with an Incident Manager, acting as a single point of contact for internal and external issues, including remedial and preventative reporting to drive service improvements.

In addition to onsite support, we provide a dedicated team of specialist engineers for preventative maintenance, management of logistics and stock around all sites, and hardware break-fix services.

ESP’s airside badged engineers are available to provide this support throughout airports anywhere in the world. The team diagnose and resolve biometric electromechanical gate faults on a 24/7 basis. Support tickets are raised with ESP by the customers’ staff either via email, phone or our bespoke portal to our 24/7 global service desks who raise and manage incidents, alongside the onsite teams, within the agreed SLA.

Our dedicated service desk provides regular updates via customer notification emails once a ticket is logged, including the ETA for ESP engineer and when they have arrived on site. Full closure information is then logged and sent to the customer. All touchpoints are monitored, and dashboards are in place to ensure SLAs are met. Missed SLAs are escalated, investigated and reported to the customer, along with actions taken to avoid reoccurrences.

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BENEFITS

Improved passenger journeys

We drive improvements and product enhancements via ITIL aligned Service Management processes by reporting against detailed ticket data captured from our internally supported ITSM tool (ServiceNow). As part of regular service reviews and CSIP/CSAT procedures, ESP analyses closure code matrices and other datum points to facilitate trending and grouping of common issues to constantly improve service.

Through our close working relationship, we drive improvements to better serve busy passengers with seamless journey experiences. To ensure maximum availability of eGates throughout a customer's estate, we support enhancements, roll out of new software and hardware upgrades. Our engineers are confident in their ability to identify and resolve faults within the agreed service level agreement.

With ESP’s expertise and rapid deployment of onsite engineers, the customer is confident they have a quicker resolution time resulting in less downtime.

Another great outcome

Service excellence

To achieve service excellence, the customer needs a partner who shares similar visions. ESP is very proud of our vision and ethos which has remained the same since we were founded 30 years ago: we aim to exceed expectations and delight our customers every time

Next steps

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