February 2009

ESP is a specialist provider of bespoke IT support and infrastructure solutions supporting the Air Transport Industry across the UK, Europe and Asia Pacific region.

Rapid response break/fix IT services are delivered to airport authorities, airlines, handling agents, back office systems, check-in, boarding gates, common use providers, baggage reconciliation, data infrastructure, radio networks, regional offices and GSA's. Our services are aligned to the industry’s current and future business needs by offering a single point of contact, end-to-end service delivery and an innovative commitment to best practice.

Since March 2000 when ESP was first awarded the SITA CUTE maintenance contract of the busy Gatwick International Airport we have worked closely with SITA and the airline community to continuously review the services we provide to ensure they remain aligned to changing business needs. Whilst the ultimate aim of improving effectiveness and efficiency are always paramount the immediate requirement of a smooth flow of passengers through all stages of their journey is the primary consideration.

Maintaining 640 workstations in both landside and airside locations across two terminals with a thirty minute call to fix SLA presents a particular challenge, but by developing and maintaining a close working relationship with the on-site SITA admin team incidents can be quickly resolved which has allowed ESP to consistently exceed the contractual requirements.

The ESP engineering team are on site 24 hours a day, seven days a week using a blend of break / fix and pro-active / preventative maintenance to maximise the system availability and minimise the in-service failures.

Darren Richardson, MD of ESP, commented, “Gatwick has been a remarkable success story and a perfect example of ESP’s drive to continuously improve the service we provide. Not only have we consistently achieved the stringent service levels required for this contract with desk and gate availability never dropping below 99.5% we have also decreased the number of incidents per workstation from over 2 in 2002 to 1.3 today.”