ESP delivers effective and consistent service in over 50 countries through global visibility from a single point of contact, end-to-end service delivery and a commitment to industry best practice.

These goals are achieved though:

Reduced management and support costs - By co-ordinating all service management and support functions including third parties.

Developing new support models to maintain or improve the quality of service - Our service level management process encourages the customer to continuously consider, define and document their real business needs.

Centralised asset management - The entire database of assets for a contract is held and managed from a single location.

Spares repairs and logistics - Spares are held, repaired and distributed from a single location so that consistency and quality can be assured.

Single point of contact - Management overhead is reduced to a minimum with all Service Management aspects being provided from a single location.

Proactive approach to maintenance - The total cost of ownership can only be effectively reduced if a proactive approach is taken to reduce the number of in-service failures.

ESP satisfies the service requirements of our customers through three different mechanisms.  The precise make-up varies contract by contract on a mixture of service levels required, geographical spread and economic constraints.

On-site team
ESP has numerous permanent bases of operation throughout the UK and Ireland. The typical requirement for these sites is rapid response / fix service levels typically at 30 mins.

Mobile Engineers
Sites that have a more relaxed service level, typically 2 hours to next working day can be serviced by the Managed Support Services mobile engineers.  Whilst there is not a requirement for these engineers to be located permanently on a single site, they are located at key locations throughout  the UK and Europe.

Partners
The global nature of the travel industry increasing means our customers are striving to have a single point of contact and end-to-end service delivery in key regions.  Although ESP does not have direct staff employed in some of these regions we utilise a careful selected network of like-minded partner companies to deliver consistency across the piste. The key here is that the service delivered is consistent and the use of partners remains an invisible process.