Throughout the year SITA’s customer service organization, SITA Global Services (SGS), continued to invest in managed infrastructure, tools and processes to enhance global customer service.
Priorities include optimizing performance and availability, pro-actively resolving problems, and ensuring business continuity for customers.
Key strategic directions for SITA Global Services’ customer service and support during 2020 and into the future
Transforming customer service through automation, with monitoring, remote deployment, more efficient service delivery and greater up-time for customers.
Delivering products faster, with higher quality, through best-in-class DevOps processes, tools and team practices – decreasing risk and failed deployments.
Moving services to the cloud, offering greater agility and cost-effectiveness for customers, through the SGS Smart Infrastructure Management project to be finalized in 2021.
The SGS organization worked hard to sustain its transformation of cost and efficiency levels through 2020, particularly in response to COVID-19. This has demanded rapid adaptation to the industry’s new operating environment, maintaining lower operating costs yet delivering greater efficiencies and service levels for customers.
In the years to come, SGS will continue to transform the way SITA delivers services, while enhancing its Customer Services Operations to increase efficiency, improve productivity and maintain competitive costs.
A YEAR AT-A-GLANCE:
strong global team of IT service professionals and field engineers ‘on-the-ground’, 24/7/365.
global customer service and operations organization, managing services for the SITA portfolio.
languages spoken by SITA’s multi-lingual support staff, onsite and remotely.
customers supported by an SGS presence in 380+ locations in 129 countries.
SITA Command Centers, in Montreal and Singapore, with follow-the-sun, around-the-clock support of mission-critical operations. 2020 drive to achieve more efficiencies through automation, including remotely managing airport devices.
A YEAR AT-A-GLANCE:
Key achievements in the year
achieved out of 10 in SITA’s Customer First Feedback customer satisfaction survey in 2020, among 16% of customers.
reduction in major incident downtime in 2020, though COVID-19 resulted in lower activity levels.
continued to be embedded by SGS into services to proactively detect and address cybersecurity threats. Ongoing security health checks ensure compliance with ISO/IEC 27001 Information Security Management System.
deployment in the year of SITA’s Smart Path Mobile and Health ETA, supported by SGS, for SITA’s first customer, the Australian Government.
airports, and growing, now benefit from heightened security through SITA’s Security Incident and Event Management infrastructure, with 45,000 devices globally receiving enhanced security updates.
airports transitioned to a centrally supported model in a move to standardize processes, bringing operational efficiencies and the flexibility to react to the pandemic’s impact. The program continues.
transactions a month on average will be processed by a range of Robotic Process Automation solutions on which work started in 2020. They will also eliminate repetitive manual activities.
analysis of incidents greatly improved through new interfaces with SITA’s Orange Business Services network partner.
certification successfully renewed for the SITA Command Centers.
A YEAR AT-A-GLANCE:
Service and support milestones in the year
capabilities introduced for customers through new support channels as part of the SGS drive to enhance monitoring.
execution phase achieved in 2020 and applied across SITA’s airports and borders portfolios.
to prepare for 2021 launch of SITA’s Airport Device Management (ADM) remote capability, while implementing SITA’s monitoring solution and service management support across airport and border portfolios.
Transition initiative kicked off in 2020 for implementation in 2021, to simplify, streamline and automate SITA’s service transition processes for customers.
devices will be supported for 202 airports with the launch of SITA’s next-generation ADM, based on 2020’s successful pilot activity.
quickly enabled for SITA’s central teams to operate remotely with the introduction of national and international lockdowns.