British Airways Transforms its IT Function by Consolidating UK Service Centers for Global Support

Business Challenges

British Airways (IAG Group) saw a rapid increase in call volumes and with high staff turnover opened a new service center in Newcastle-upon-Tyne. This large facility known as the Information Technology Centre (ITSC) is a 24×7 operation due to the nature of airport operations and is the single point of contact for all inbound IT issues from around the world. The ITSC team supports over 140,000 users. The core challenge was how to resource this critical operation with the right skills, particularly the core Service Desk, improve talent attrition and bring disparate teams together across Heathrow and the new Newcastle site. Also, to reduce the administrative overhead involved in managing this large resource pool so British Airways sought a partner who could address these requirements.

Our Solution

Akkodis delivered a fixed price managed service with full responsibility for provision of over 50 skilled people into the Service Desk team and some other niche IT Projects including video conferencing, infrastructure and applications. We introduced a hybrid model of IT specialist support and all of the people necessary to deliver that service who are based in customer premises and work seamlessly with other technical teams and business units. We took away the administrative burden of managing recruitment process, talent turnover and operational service delivery. We provided a training manager to develop our people keeping their service and technical knowledge up to date. Our services portfolio included:
  • 24/7 support over 150 airports across the world
  • 1st line support for over 800 applications
  • Over 26,000 user contacts per month
  • Deep expertise and knowledge of technology and airline processes
  • Preferred supplier for IT roles in Heathrow Waterside Head Offices
  • Knowledge base management to drive continuous improvement
  • 250 self-service kiosks supervision.
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