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13
SERVICES AND ESB ELECTRIC IRELAND
December 2011/January 2012 www.esb.ie/em
Launch of the Business Service Centre
The Business Service Centre, which is ESB’s internal service provider, was officially launched to customers at Head Office on Wednesday October 5th. The new Business Service Centre will provide a wide and increasing range of business services to ESB Group.
SPEAKING AT THE launch, Brid Horan, Executive Director, Services and Electric Ireland said, “We must bring our internal service model to the next level, both in terms of service and cost to meet the competitive challenge, and we know from looking at other well managed companies that we can do this”. Brid said she believed there are three areas that the Business Services Centre (BSC) must concentrate on:
- Operational Excellence, while reducing costs
- Customer Service
- Innovation
Brid paid tribute to the work that has already taken place within the Business Service Centre and also welcomed the staff that will be moving into the Business Service Centre from other Business Units, as the range of services is expanded over the next year and beyond.
Pat O’Doherty, incoming Chief Executive, speaking on behalf of BSC customers, committed full support from the Executive Directors to making the Business Service Centre a success. He highlighted the need to streamline and optimise processes across ESB and in particular the vital role of the BSC in moving to a more standardised approach in the delivery of internal services.
Kieran Sweeney, Head of the Business Service Centre, outlined the initiatives already underway in the Business Service Centre including:
- A new organisation and strategy, with a clear customer service focus
- The new Customer Charter developed and agreed by BSC team and our customer representatives
- A single number for IT and HO Facilities queries: 26699
- New identity for the Business Service Centre that demonstrates our people based organisation and our focus on customer service.
As part of the launch, a series of storyboards depicting each of the seven Service Lines in the BSC were on display in the Head Office restaurant for a number of days before and after the launch. These storyboards show the service roots of the Business Service Centre, its new strategy and organisation, and also some information about the seven Service Lines which are:
- Technology Solutions
- IT Governance & Strategy
- Group Property
- HR Operations
- Finance Operations
- Legal & Procurement
- Customer Value
These images, which are part of the Business Service Centre new identity, will be used in the BSC office layouts in both Fitzwilliam St. and other BSC locations.
Orla Gardner, Technology Solutions, BSC, was presented with the prize for winning the BSC tag-line competition. Her winning entry ‘Your Partner in Excellence’ will be used as part of the Business Service Centre identity and internal communications.
