The Sermicro Group has been awarded the project to offer outsourcing services for the Nuclear Safety Council (CSN).

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This project consists of offering an assistance service to the CSN's information technology users, by means of remote support for users (complemented with on-site support at the CSN's premises in Madrid) and support for citizens and entities using the CSN's electronic headquarters.

Services offered

For the design and drawing up of this proposal, the CSN's objectives have been grouped into four concepts: quality, safety, efficiency and control, in order to:

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• Improving the productivity of the support teams.
• Having sufficient flexibility to adapt the support structure to fluctuations in demand and to the rendering of the services associated with the variable fee.
• Applying optimised knowledge management among the assigned work team, aimed at increasing the quality indexes in the delivery of the Services.
• Providing the model with an integral management that guarantees its monitoring and control.

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The team in charge of executing this project is made up of an SDM, the main interlocutor and in charge of managing the entire project, a person responsible for the implementation/transition of the service, the SMO (Service Management Office) as the IT quality and governance office for the services, a coordinator of the CAU (User Service Centre) and remote and on-site technicians at levels 1 and 2.