- Fujitsu transforms business operations for EDP, with four-year contract to provide multi-lingual Global Service Desk across 12 countries
- Dramatic increase in first-time fix reduces Service Desk costs in supporting 12,000 EDP employees around the globe
- Fujitsu also awarded Central Device Management services contract for 12,000 EDP employees
Utility company EDP (Energias de Portugal, S.A.) has awarded a major IT services contract to Fujitsu to drive digital transformation throughout EDP’s IT operations. The Lisbon-headquartered company considers the continuous improvement of IT services as key to its success as a digital utility and selected Fujitsu due to its capability to satisfy current and future Service Desk needs.
As a vertically integrated utility, EDP is the largest generator, distributor and supplier of electricity in Portugal and the third largest electricity generator on the Iberian Peninsula. By the end of 2015, EDP had an installed capacity of 24.4GW of power, generating 63.7TWh, of which 72 percent came from wind and hydro plants.
Digitalisation is a key part of the company’s 2020 vision, since EDP has identified that more effective use of IT is an enabler to achieve its ambition of becoming a digital utility. In a major step toward this goal, EDP choose Fujitsu to provide its 12,000-strong global workforce - spread across business operations in 12 countries¹ - with Global Service Desk support, focused on an approach of centralising and standardising processes, backed by constant innovation.
EDP was particularly impressed by Fujitsu’s Sense and Respond approach to Service Desk operations. Fujitsu follows continual service improvement methodologies (CSIP) to enhance the quality of front-line support, helping eliminate cost and inefficiencies. Consequently, EDP anticipates that it will be able to reduce operational Service Desk costs while also making strides in delivering the best possible end user experience by providing a more proactive support experience focused on workforce needs.
This is underpinned by Fujitsu’s global delivery capabilities, with Fujitsu delivering Portuguese, Spanish and English-language Service Desk support to more than 12,000 EDP employees in 12 countries. Furthermore, EDP has entrusted Fujitsu with second-level Central Device Management services in Portuguese and Spanish languages for some 12,000-plus of its workforce.
Vergílio Rocha, IT Department Corporate Director at EDP, comments: “We began our Digital Transformation in 2010 and we are fully on course to completion in 2018. We have already created an array of centralised processes such as electronic invoicing, smart metering, mobility management for field teams, an app for manual readings and a cloud-based mobile app for our employees. We chose Fujitsu because of its compelling combination of innovation and continuous improvement, plus its dedication to lowering Service Desk costs through driving first-time fixes to around 80 percent. We feel that Fujitsu understands our business and is able to fully support us in providing our global workforce with continuous improvement in Quality of Service for IT support, as well as ensuring greater user satisfaction.”
Angeles Delgado, VP and Head of Iberia and Latin America at Fujitsu, says: “With a strategic intent to become a global and digital utility, embracing innovation is a key part of EDP’s process of continuous improvement and helps to increase operational efficiencies. EDP and Fujitsu are taking a co-creation approach to break new ground in Service Desk with proactive, predictive end-user support that is driving digital transformation in the workplace. This is a great example of how Fujitsu is giving our customers the competitive edge in their IT operations. We’re able to provide customers like EDP with true value by partnering with them to understand and address the challenges they face. Based on this we develop and deliver innovative, effective digital solutions that are both in context and in tune with our customer’s unique needs.”
This contract opens a new chapter in the collaboration between EDP and Fujitsu, which began in 2014 when Fujitsu supported EDP in a successful project to simplify and streamline SAP HANA systems.
¹ Fujitsu is providing Global Service Desk and Central Device Management to EDP in 12 countries: Belgium, Brazil, Canada, France, Italy, Mexico, Poland, Portugal, Romania, Spain, the UK and the United States.
Fujitsu is the leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions and services. Approximately 156,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.7 trillion yen (US$41 billion) for the fiscal year ended March 31, 2016.
Fujitsu employs over 14,000 people in the UK & Ireland, with total revenues exceeding £1.8 billion. Offering an integrated product and service portfolio, we deliver consulting, applications, technology products, systems integration and managed services, including cloud-based solutions, for customers across both public and private sectors, including retail, financial services, telecoms, government, defense and consumer IT.