As a service partner we strive to design and deliver exactly the right solution for each customer as a unique brand.
In the dialogue and procurement phases we engage with customers and listen closely to their needs, ambitions, strategies and issues. We use these as the drivers to develop the solution, collaborating with customers in the process of design and implementation. Throughout the relationship we remain flexible, using customer and passenger feedback to adjust the service. Our aim is to ensure that the solution is optimised in its effectiveness for your business, and agile in the way it is developed and improved.
ISS teams go to where the vehicles, assets or aircraft are, so the unit does not need to be brought to them. Our ‘pit stop’ capability delivers fast turnaround times to meet schedules and timetables. We are fast because our dedicated teams are trained for high competence in the right skills and equipment.
We engage in integrated logistics planning with customer management and other service providers to coordinate the turnaround process. This includes shared processes to reduce ‘hand-offs’ and eliminate wasted time. We use ‘joint operational centre’ service planning on 24-hour cycles to manage any contingencies which could cause delays.
Our team shift patterns are planned to fit transport schedules. We use labour demand management processes to provide flexible team capacity for any variations or contingencies. It means that we are fast and capable in anticipating and responding to contingency situations.
We keep a continuous focus on deadlines, quality standards and performance targets. Our well trained multi-skilled staff ensure the workload is delivered on time. Our SOPs are refined to be lean, efficient and focused and ISS teams are fully trained in their use. We use effective risk management and our business continuity plans are tested and improved with customer input.
We offer facilities service level ‘menus’ which we tailor to customers’ market offerings to passengers and price points. Our scalable model means we can rapidly adjust service levels to keep pace with travel offers.
We agree and deliver savings against baseline costs, supported by savings strategies throughout the contract term. To support this we harness our innovation programmes to drive efficiency, quality improvements and to reduce costs.
Security and compliance
Customer and industry requirements are embedded in our SOPs. We robustly manage these through training, supervision and audit checks. Our security organisation and training organisation are approved by transport authorities.
We offer solutions which add value, quality and competitiveness in support of our customers’ bids to win transport delivery contracts with statutory bodies. For example, ISS people are trained to help and inform passengers, adding value to this interface.