System maintenance of Voentelecom branches of JSC from St. Petersburg to the Kuril Islands

Rosservice Ltd, one of leading companies of the Russian market of IT outsourcing, since August 10, 2012 started system maintenance of the equipment and the software of computer aids, means of telecommunications, local computer networks and the multiple copying equipment of Voentelecom branches of JSC. Feature of the project is the wide geography of service: objects are located from St. Petersburg to the Kuril Islands. Among them all plants of Voentelecom on repair of means of communication of the Ministry of Defence of the Russian Federation. The project is implemented by forces of regular specialists of Rosservice.

"The project is unique for our company, both across the territory of service, and on heterogeneity of the equipment of the customer. At high intensity of receipt of requests we manage to provide the high quality standards. According to the last report, 97% of requests are executed according to SLA, the delay in accomplishment of 3% is caused by the objective reasons which are already analyzed by us and are considered in advance planning", – the head of department of work with customers of Rosservice Ltd Gulnara Agaragimova noted.

"The first three months of implementation of this large-scale project proved in practice that the extensive network of our company and skills purchased during operating time on other federal projects allow to assume any service contract. We managed to develop the universal scheme of work which allows to provide high percent of compliance of SLA regardless of complexity of the project", – the deputy CEO for project management of Rosservice Ltd Evgeny Zhigunov told.

At the first stage of project implementation specialists of Rosservice carried out inventory of the equipment and created the single database integrated into an information system for order taking. Processing of requests is conducted by Contact center of a full stroke which holds daily communication with all engineers of the company, quickly analyzes implementation of each request, creates reports on course of execution applications and information on questions which solution requires direct participation of the head for management of the project. The certified quality management system allows to minimize time for processing of requests, to provide optimal logistics, operational and high-quality rendering services.

Within the project Rosservice services about 3000 pieces of equipment on objects of branches of Voentelecom, including all 9 plants on repair of the means of communication of the Ministry of Defence located in different parts of the country. About 800 highly skilled engineers of Rosservice are involved in project implementation. About 150 employees of Contact center of a full stroke of processing of addresses are used for creation of a quality control system and ensuring support of area managers of the project.