London Gatwick airport in outsourcing push
By Cloud Direct • 29 Apr 2013
London Gatwick airport has announced that it is outsourcing key IT services across its campus.
An outsourcing firm will be responsible for the company's IT service desk and service management systems as the airport plans to expand in the coming years.
Gatwick, which has 2,500 employees and 23,000 partner staff, has had difficulty in recent years in handling IT services - many of these compounded by the nebulous, disparate nature of in-airport clients.
Each airline has its own IT service, or may have even outsourced their IT systems to a specialist - especially problematic as Gatwick has over 45 airlines that use its facilities.
Gatwick is the UK's second busiest airport - having carried 34,235,982 passengers in 2012.
Part of Gatwick's new IT plans include a cloud computing service for airport staff, as well as Software-as-a-service and Infrastructure-as-a-service programmes that aim to help staff understand systems that currently offer poor ease of use.
Anthony Lamoureux, head of IT service delivery at Gatwick Airport said: "Since transition the [outsourced] team has hit the ground running, uncovering some application issues we weren’t previously aware of, resolving them quickly."
The IT executive went on to say that he was impressed at the increased efficiency that outsourcing had brought to Gatwick's service desk system - pointing out that their customer feedback was significantly more positive than it was before Getronics, a global IT outsourcing company for large multinational companies, took over the job.
Mark Cook, chief executive of the multinational outsourcing firm, said: "We’re proud to be working with one of the UK’s busiest airports, helping them to deliver quality customer services through the innovative application of technology."
"We’re a firm believer in our ‘one size doesn’t fit all’ approach, and so developed a collaboration platform that brings all the airport’s service providers together, so that they can make significant improvements to their IT infrastructure."
Gatwick Airport was hit hard by the recession but has seen its fortunes turn around as it solidified its place as the number two airport in the country.
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