ES
PT
Volver a Noticias
We renewed our Workplace Outsourcing Services project for FGC
2023-02-23 16:51:21
FERROCARRILS DE LA GENERALITAT DE CATALUNYA
The Sermicro Group has renewed this important project to offer professional outsourcing services to Ferrocarrils de la Generalitat de Catalunya.
Ferrocarrils de la Generalitat de Catalunya is a sustainable mobility operator that has been connecting the Catalan territory for more than 40 years, managing railway and tourist services (trains, funiculars, cable cars, rack railways, chair lifts, gondolas, cable cars and ski lifts) and offering a service with maximum commitment and attention to detail, connecting the territory, people and the economy.
This renewal of the project is the result of the experience that the Sermicro Group brings, approximately 3 years, with a deep knowledge of the technological and functional environment of the client and the commitment to improve the provision of services, carrying out a knowledge acquisition plan in order to review the procedures and incorporate the necessary methodological changes for the optimisation of the same.
The work team that will execute this project is made up of an operational manager, management, maintenance, evolution and improvement managers, level 1 microcomputer technicians and level 2 support technicians, all of them with the appropriate knowledge of all the products and systems, both hardware and software, to guarantee an excellent quality of service.
Volver a Noticias
Ferrocarrils de la Generalitat de Catalunya is a sustainable mobility operator that has been connecting the Catalan territory for more than 40 years, managing railway and tourist services (trains, funiculars, cable cars, rack railways, chair lifts, gondolas, cable cars and ski lifts) and offering a service with maximum commitment and attention to detail, connecting the territory, people and the economy.
This renewal of the project is the result of the experience that the Sermicro Group brings, approximately 3 years, with a deep knowledge of the technological and functional environment of the client and the commitment to improve the provision of services, carrying out a knowledge acquisition plan in order to review the procedures and incorporate the necessary methodological changes for the optimisation of the same.
Services
The services to be provided in this project include:- Operation and administration service of the FGC User Service Centre, which ensures that its IT platform meets the established needs, acting as a single point of contact to manage user queries, requests and incidents in an effective, efficient and professional manner, oriented towards quality and continuous improvement of the service.
- Second level services, staffed by specialists whose main objective is to resolve or diagnose user incidents or queries that, due to their duration, complexity or level of specialisation, could not be resolved by the first level of attention.
- Supervision level, made up of coordinators and dispatchers whose mission is to organise and coordinate the service to guarantee its availability at all times.
- Management of Strategic, Tactical and Operational Processes, which will make it possible to understand the needs of the project and the client and to anticipate new requirements.
- Improvement Process Management, which groups together the processes that include activities aimed at the continuous improvement of the service, its evolution and optimisation.
The work team that will execute this project is made up of an operational manager, management, maintenance, evolution and improvement managers, level 1 microcomputer technicians and level 2 support technicians, all of them with the appropriate knowledge of all the products and systems, both hardware and software, to guarantee an excellent quality of service.