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Transcript of Spot-on 01/13 english
An Axpo Informatik AG NewsletterIssue 01/13
spot-on
While the mobilisation of processes offers enormous potential
for the energy industry, more and more employees are using
mobile devices in order to work while they are on the move.
This in turn poses challenges with regard to the security and
cost-benefit ratio of the solutions provided.
Opportunities for the energy industry
Mobile access to the Internet in congested areas is continuously
improving and becoming more efficient. And in addition, the
devices are becoming faster and less expensive.
The basic working tools of many employees today include tablet
PCs and smartphones, which are used according to the “bring
your own device” principle, particularly for administrative tasks. In
addition, we are also currently experiencing the entry of “digital
natives” to the working world – young people who have grown up
with the Internet and mobile devices from the cradle. This genera-
Continued on Page 3
Mobility – Opportunities and Challenges
tion has a different way of working. Specifically, this means that as
a company, we have to ask ourselves basic questions about
mobility.
Mobility solutions can be used all along the entire value added
chain of the energy industry. The main focus is on the company’s
core processes. The mobilisation of processes can create major
benefits, but these must be well thought-through. Because although
it sounds easy to mobilise an existing solution, this step actually
involves considerable effort.
Axpo Informatik has successfully developed, amongst other
solutions, a Smart Metering app for CKW (Spot-on 02/12) and a
mobile CRM solution for EKZ. However, major potential also exists
in the areas of warehousing and logistics, plant maintenance,
mobile construction site management and mobile access to
reports and management cockpits.
Dear Readers,
After a break of six months, we have once again compiled, for your
consideration, the latest news and ideas from the world of IT. This
issue of Spot-on is thus somewhat lengthier.
We are seeing the increase in mobility not just in our company but
also in our private lives. Chargers, additional batteries and sets of
cables displace the traditional contents of our suitcases when we
want to go on holiday with the family. This presents specific chal-
lenges for the IT departments in companies. New solutions offer a
high level of potential for business, but they also encompass a
number of perils. In the areas of security, data management, per-
formance and reliability in particular, new requirements have arisen
and need to be met reliably. The articles by Andreas Kölliker and
Michael Fellmann highlight some of these aspects. A further inno-
vation for working on the move is the service “Business Tablet
Sync”, which turns your iPad into a mobile office.
1 Front page story
6 Unified Communica-tions solution “Lync“
11
12
13
14
15Linthal 2015 – project controlling
7
9
Secure and unlimited data exchange
Business tablet sync – the mobile office
Customer Care Center
Activities for customer satisfaction survey
IT tip
App tip: Secure Pass-word Manager
5 Price reductions in the storage and data centre area
4 Mobile applications
Axpo spot-on
02 | 03
As of January 1, 2013, Axpo Informatik has once again reduced its
prices. Thanks to new technologies and increased efficiency, ser-
vices in the storage and data centre can now be offered for around
1 million Swiss Francs less, which is a considerable drop in charges.
This means that we have reduced our prices by more than 7 million
Swiss Francs over the last three years.
“Unified Communications“ by Microsoft enables new functions,
such as “Presence“ and “Chat“, the exchange of documents, as
well as phone calls and videos at the workplace in the future. You
can read about the current status of development in René Käppe-
li’s article.
Calls to Axpo Informatik’s Customer Care Center from people who
have forgotten their passwords always increase after the holiday
period. As our customers are becoming more experienced in deal-
ing with technology, we have introduced a “Password Self-Service
Management” system. You can use this at any time to reset your
Windows password and thus be more flexible, without any external
support.
You can read about this and other innovations in this issue of
Spot-on. On behalf of the whole of Axpo Informatik, I wish you
an enjoyable read.
Password self-service management
10
Robert Gebel, CEO Axpo Informatik AG
In this issue
Continued from Page 1
The dilemma of availability
In the mobile working environment, you are always connected
with up-to-date knowledge platforms, can visualise certain prob-
lems more rapidly, communicate more efficiently with other
professionals and thus take decisions more quickly. More and
more people are using the idle time spent travelling for work or
for personal training. Fresh impetus and new impressions give
employees on the move new ideas, which can be recorded imme-
diately. This is faced by the dilemma of society’s increasing infor-
mation overload, being available everywhere and at all times.
Modern communication, information and cooperation tools can
mean an increase in work efficiency and innovative drive, but only
if they are used properly and considerately.
Security awareness as a challenge
The information security which needs to ensure the best possible
protection of company data from theft, loss and destruction must
withstand the private devices accessing it. The goal of IT security
experts is to ensure that company data is always protected, even
though it is accessible at all times for employees on the move.
Axpo Informatik can provide that technological security. What
cannot be solved by technology must be ensured by the employ-
ee through his/her behaviour. As has been proved, employees in
the mobile work environment do not have the same high level of
security consciousness as when they are in the office. Possibly
because we automatically feel more secure at home or because
we see ourselves more as a private person when we are on the
move. As an employee, we should therefore always make our-
selves aware of “who“ we are at that moment – the father of the
family at home booking the holidays on the Internet, or the team
leader working through her business e-mails on the train. With
this new method of working, the boundary between work and
private life can become blurred. Companies should not close
themselves off to the new methods of working, but use the
opportunities resulting from these methods to their advantage.
The basic parameters involved must be carefully scoped and
instructions adapted. Data security awareness, as well as the
correct “etiquette” in this area, should be regularly raised.
From a technological point of view, Axpo Informatik laid the
foundations years ago for mobile, secure working with the Service
Citrix Access Gateway (CAG). This expertise in the mobilisation of
energy industry processes is being further developed. Today, our
range of services includes various solutions for the mobile require-
ments of our customers and their employees – everything is
possible, from the standardised product to a tailor-made applica-
tion. At the beginning, however, the actual business case should
always be analysed – where exactly does the main mobile poten-
tial of a customer lie, what do we want to achieve with the mobile
solution, where do we want to take which risks into account and
where exactly can mobility in the company be most usefully
applied? The Axpo Informatik IT consultants also offer this
consulting service for business case and risk analysis.
Andreas Kölliker
Senior Consultant
“Unlimited mobility – yes, of course!”
Tips for secure working on the move:
− I recommend that you do not save any business data on private
devices (notebooks, tablets, smartphones and USB sticks). Business
data belongs in the computing centre. Access is on-line.
− When you save and process mails and data off-line, you should only
use devices that comply with the security guidelines (policies) of the
company (see also article ”Business Tablet Sync” on Page 9).
− “Social Engineering” is another topic. When I’m on the move,
I don’t make any remarks which I don’t want to read on the title
page of a newspaper the next morning. The same applies when
using social media.
Axpo spot-on
04 | 05
The interest in mobile applications has completely changed
with the iPhone, iPad and Co. In addition, completely new
possibilities have opened up with the availability of powerful
mobile phone networks.
Today, in addition to e-mail, calendar, contact data, the railway
timetable, etc. on a smartphone or table PC, users also expect
apps (short for applications), which can access an SAP or other
corporate system easily and intuitively and enable secure working
while on the move. The working methods of your employees will
change decisively over the next few years. Information exchange
and interaction with the corporate systems while on the move will
become increasingly important. The latest version of information
needs to be electronically available at all times and everywhere,
and it must be retrievable and workable. It’s time to equip our-
selves for these changes and to prepare ourselves technically.
As far as the use of mobile applications is concerned, companies
focus on the following issues – best possible and extensive process
support, elimination of duplications, security and the avoidance of
media disruptions. Mobilisation also offers the opportunity of
configuring optimum, more efficient processes. Employees will
receive mobile system support oriented to their activities and
requirements. Paper printouts and paper pads will no longer be
required. The greatest application potential in organisation units
is with the sales force, service technicians, maintenance employees,
persons who are on the move a lot as part of their job, as well as
employees with a low portion of PC work. From our point of view
at Axpo Informatik, we see the integration of CRM, plant mainte-
Suitable Environment for Your Mobile EmployeesClever applications from Axpo Informatik
nance, inventory management, data warehouse and personnel
information systems as particularly suitable areas of application.
Mobilising the energy industry – but using your head!
In order to meet the various requirements in the area of mobile
applications in the future, Axpo Informatik will be utilising a “Mobile
Enterprise Application Platform”, known as MEAP. The “SAP Sybase
Unwired Platform” (SUP) is to be used with this. The SUP is a devel-
opment environment for mobile corporate applications based on
tried and tested industry leading technologies. In addition to the
option of custom development, SUP also offers numerous standard
applications which can be configured according to customers’
requirements. The technology used enables apps to be created in a
simple manner or SAP standard apps to be used, for a mobile plant
maintenance solution or for mobile time recording, to name just two
examples. Axpo Informatik thus guarantees you, as the customer,
not only flexibility and innovation in the mobilisation of business
processes, but also a high degree of investment protection.
The most important advantages of the SAP Sybase Unwired
Platform are:
• Fully integrated SAP platform
• All end devices, back-end systems and networks are supported
• Various SAP standard applications available, fast-growing range
of applications
• Native pps and HTML5 (Web apps) are supported
• Tailor-made custom developments possible by simple means
Axpo Informatik has already successfully implemented various
mobile applications with its customers. The highlights of the devel-
opment for the energy sector include a mobile CRM environment
and a plant maintenance solution. We will be happy to support you
as a competent partner in mobilising your business processes – from
consulting through implementation and subsequent operation.
Michael Fellmann
Team Leader SAP Development BPM & EAI Solutions
After Axpo Informatik AG reduced its service prices by
6.3 million CHF in the last business year, a significant
reduction in price has also been applied for the busi-
ness year 12/13.
The prices for file storages and data centre services were
reduced for all customers as of January 1, 2013 by a total of
1 million CHF. “Our new storage architecture in one of the
most modern and secure computing centres in Switzerland.
The distinct increase in efficiency in the operation of our
storage solutions have made possible these savings, which
we are happy to pass on to our customers in the spirit of
cooperation”, says Martin Graf, Head of Service Manage-
ment at Axpo Informatik. The price reduction applies for all
available storage services and virtual servers.
Change in ServiceAxpo Informatik reduces prices in the storage and data centre area by 1 million CHF
Service number
Description Short description Price per month in CHF Price reduction in %
heute neu
S2505 Managed Storage Mid-Range
NAS – File Storage 9.– 8.– 11%
S2507 Managed Storage Low-End
NAS – File Storage 6.– 4.50 25%
S2510 Managed Storage Entry
NAS – File Storage 5.– 3.– 40%
S2511 Unmanaged Storage High-End
SAN – DB + Applications
2.50 2.– 20%
S2512 Unmanaged Storage Mid-Range
SAN – DB + Applications
1.25 1.– 20%
S2582 Archive Storage Audit-Proof Storage
8.– 5.– 38%
-/- Virtual Server Operation
Operation virtual servers in SLA application
450.– 400.– 11%
-/- Virtual Server Infrastructure
Hardware + licences virtual servers in SLA application
40.– 30.– 25%
Service number
Description Short description Price per month in CHF
S2515 DAS Direct Attached Storage
0.50
The following new service was included in the product range from January 1, 2013:
Martin Graf
Head of Service Management
The Unified Communications solution “Lync” by Microsoft
combines Instant Messaging (Chat), presence information,
telephony, audio/video conferences and voicemail on one
platform. The technological basis, consisting of Exchange
2010 and Lync 2013, can be integrated perfectly into your
existing IT environment. Microsoft Lync turns modern collabo-
ration into a completely new experience and is attractive for
any company.
The “Lync Unified Communications Platform” by Microsoft has
been available for Axpo Informatik customers since October 1,
2012. The platform currently consists of three service packages
and is continuously being developed. Lync Basic and Lync
Advanced are currently available.
Share instant messages, presence, chat and screen
views with Lync Basic
The Lync Basic service provides users with real-time
presence information about their contacts and extended instant
messaging functions with an efficient and effective means of
communication. You can use the presence function to signal your
availability to your company. You yourself can find out quickly and
efficiently how you can reach your colleagues.
Video and audio conference
With Lync Advanced
Using the Lync Advanced Service, employees can create simple ad
hoc meetings for cooperation purposes and on-line conferences
with internal and external users, chair the meetings and take part
in them. A standardised interface and various additional options
simplify effective and intensive cooperation – even when time and
distance prevent personal discussion. Using Lync Advanced, you
can set up a video and audio meeting with your customers with
just a few mouse clicks.
René Käppeli
Team Leader AD & Messaging
Unified Communications «Ready for Service»
Axpo spot-on
06 | 07
Service overview
Lync Basic (Instant Messaging, Presence and Desktop Sharing)
Available locally and through Citrix
For Desktop PCs, Notebooks and ThinClients
Lync Advanced (Lync Basic + Video Conference)
Available locally
For Desktop PCs and Notebooks
Offer without hardware accessories such as headset and camera
Info Box
Did you know …?
Using the Lync App 2010 on your smartphone, you can communicate easily and efficiently with your business partners while you are on the move.
Presence information of your business partners in real time, at a glance.
Decide from a view how you want to communicate most
effectively.So
urc
e o
f im
age
s: iT
un
es
The Services Lync Basic (S5211) and Lync Advanced (S5212) can be ordered from the IT4me webshop.
FTP (File Transfer Protocol) is a popular
data transmission protocol used within
Axpo and by its partners. Each month,
hundreds of users and applications log
on well over a million times, almost
imperceptibly, and exchange data with
each other. SAP transactions, scanner,
power production, meteorological,
measurement and meter data, drilling
plans or the data exchange of project
organisations with various external
suppliers as in the Linthal Project 2015
– the new Axpo FTPS services are
already an indispensable, if not sys-
tem-inherent data hub of the Group
today.
Launched due to audit issues with IT
security and availability requirements, as
well as the requirement for new functions,
like those offered by on-line services such as Dropbox and Rapid-
share, the CargoServer was developed together with the company
ncode GmbH in Zurich and rolled out successfully. The new Axpo
Cargo FTPS platform thus provides far more than just mere FTP
and offers a powerful but easy to use scope of functions for the
flexible and secure transmission of business information in a
number of ways.
For compatibility reasons, the FTP protocol rated as insecure is
still enabled. The switch to secure alternatives is now finally
possible and its use is strongly recommended. The established
access protocols today are SFTP, FTPS and HTTPS (with emphasis
on “S” for Secure). Secure, because in contrast to HTTP or FTP,
the logon data and data flow are transmitted in encrypted form
and access on request – in addition to user name and password
– is strictly authenticated, with an additional 2-factor authentica-
tion such as an SMS token, a certificate or a smartphone app such
as “OATH Token for iPhone”. User’s data can then be reached via
the web file manager and is protected and monitored in Axpo’s
own computing centres using state-of-the-art equipment. All new
FTPS services have the identical range of functions and are cur-
rently available with a storage limitation of 1 GB, 10 GB or 30 GB.
In addition, more favourably-priced 500 MB FTPS accounts with-
out web file manager are offered for automated users such as
The New Axpo File Exchange Service “Cargo FTPS”
electric meters. Apart from the greatly improved interception
and access protection, availability and cost efficiency has been
ensured. A total of 11 physical HP servers have been replaced by
six virtual servers, which synchronise continuously via two com-
puting centres and in the event of a failure can provide functional-
ity and data within seconds. Thanks to the high availability, oper-
ating expenses are also reduced, as maintenance work is possible
without downtimes.
Other new and interesting functions are “Shares”, “Confidential
Messages” and “CargoLink”. Highly confidential messages, large
files or even entire folders, which can usually not be transmitted
easily or securely via the network, can be provided to other
communication partners as a OneClick Link.
Continued on Page 8
Axpo Cargo-FTPS Services in the IT4me WebShop:
S1024.00 FTPS Standard Account 500 MB
S1025.00 FTPS Advanced Account 1 GB
S1027.00 FTPS Advanced Account Medium 10 GB
S1028.00 FTPS Advanced Account Large 30 GB
S1026.00 FTPS Delegated Admin ** 5 GB
** Unlimited number of users
Axpo spot-on
08 | 09
The recipient receives a CargoLink via e-mail and a separate SMS
access PIN, with which files or confidential messages can be called
up easily by any end device using a browser. The recipient does
not need his/her own FTPS account. The supply of data or mes-
sages is notified, logged and can be restricted either with regard
to time or quantity.
Using the new function “Shares”, an adapted folder structure is
provided to closed user groups such as project teams. Any num-
ber of folders can be assigned according to a straightforward
“need to know” principle to other users within the group and
provided with a write authorisation. This opens up numerous
application options for a fine-grained presentation of data which
has not been previously possible in this form.
With the latest service “Delegated Admin”, Cargo FTPS accounts,
shares and authorisations can also be created and managed by
end users independently, with just a few mouse clicks in the
browser. This can be used to react dynamically to adjustments in
a complex project organisation with external partner companies,
suppliers or comparable communication groups. The innovation
pipeline is long and further useful functions are to be expected
in the near future. Cargo FTPS is available via IT4me.
Web Interface of the Axpo Cargo FTPS Service
Mario Robic
System Engineer Data Centre/Platform Services
Cargo Dashboard
Login area of the Axpo Cargo FTPS Service
When you use the innovative service “Business
Tablet Sync” your iPad becomes a mobile office.
Benefit from secure access to e-mail and company
hard drives.
Bring your own iPad
With the new service “S2030 Business Tablet Sync”,
all employees with an Axpo standard account will be
able to securely access business documents (hard
drives) while on the move using their (private or
company) iPad. After the one-time registration proce-
dure for your iPad, e-mail synchronisation functions
automatically and without any complicated settings
required. The device is protected from unauthorised
access by the service with Apple password encryp-
tion.
This option is interesting not just for executive staff,
who travel a lot on business, but also creates value for
employees in field service, as well as those who are away on a job,
or those in power plants and maintenance centres who do not
practice an “office job“ in the traditional sense. The days when
the workers stood in a queue at the fixed PC station in the plants
at 4 p.m. on a Friday afternoon to electronically record their
working time are over.
Highlights:
• Direct access to Axpo network drives (home and company
hard drives), Intranet and SharePoint sites
• Automatic mail and VPN configuration
• Separation between business and private data
• More security with business-critical data thanks to encrypted
communication
• Increased security as a result of device protection measures
The Business Tablet Sync Service (S2030) is available in the IT4me
webshop.
What do I need to be able to use the service?
You need an Apple ID for the installation. If you no longer require
the service, you must deinstall the application (mandatory: terms
of use). You also need the service GPRS Active Sync (S5056) and of
course the Axpo standard account (S5032), so that your iPad can
become a mobile office.
After the order has been approved by your manager, you will
receive a link from which you can carry out the registration and
installation yourself. You can find links to the user instructions in
the IT4me Webshop under “Particular”.
Innovation for our customer’s IT operation
The service offers the basis for simple installation and access to
further business applications which IT management can provide to
our customers. The high security standards are particularly worthy
of mention – if the service is locked, for example, due to loss of a
tablet PC, mail synchronisation can no longer be carried out and
all mails are automatically deleted from the device. The iPad is
encrypted in the Apple world thanks to the password protection
function. Device and data cannot be hacked without the pass-
word. And the mobile revolution continues – our specialists are
currently developing more convenient smartphone synchronisa-
tion with more control functions than the
conventional “GPRS Active Sync”.
Thomas Mülhaupt
System Engineer Database Solutions
Business Tablet Sync – The Mobile Office
Axpo spot-on
10 | 11
You’re sitting in front of your PC on the first day after your
relaxing sporting holiday. Your deeply relaxed mood can be
felt throughout the office: “What was that darned password
I need to log on to my computer?! Well, great – three at-
tempts, my account’s locked and my first task is to call the
Customer Care Center – what a great start …“
Acute password amnesia occurs very frequently, due to the
amount of codes that we need to remember in all of our various
situations nowadays. At this moment, 90% of users wish they were
back at the snow bar or the dream beach, and understandably so.
Axpo Informatik can now provide help – from now on, you will be
able to manage your Windows password for your Axpo account.
Reset your password or reactivate your account – at any time
and from anywhere – with password self-service manage-
ment. Register once using your existing company user name
and Windows password at https://password.axpo.com. To
complete registration successfully, you will then need to
choose and answer for yourself three security questions. You
can choose the third security question individually and this
question, like the other two preceding ones, should be a
question that only you personally can answer.
After successful registration, you can call up the start page
for password self-service management after your work device
has started – click on the link, answer your three security
questions and then calmly choose your new password which
you will use for the next 90 days – or until your next holiday.
And by the way: If you have had enough of mnemonic rhymes
and tangles of characters in general, we recommend the
encrypted free app “MiniKee Pass” for secure password
management. Read more about this on Page 15.
Thomas Mühlhaupt
System Engineer Database Solutions
Password Self-Service Management Manage your Axpo account
Desktop/Notebook ThinClient
Over the last two years, Axpo Informatik has been able to
develop a generic, web-based IT solution to support project
controlling in the large-scale Linthal 2015 project. The innova-
tion project was designed and implemented in close, out-
standing cooperation with the specialist division Axpo Power
AG | Hydroenergie. The applications created support, in par-
ticular, the processes in project controlling as well as in the
ordering process. The project managers involved in Linthal
2015 can thus focus on their core tasks.
This comprehensive solution supports up-to-date, precise con-
trolling, which is tailored to meet the respective needs:
Final cost forecast (KEP) Ref. 1
The residual costs of the objects are determined on a periodic
basis by the customer’s project managers. All changes will be
documented (values, characteristics, documents) and managed.
The KEP meets the requirements of project cost controlling and
ensures the basics for subsequent project acceptance (from the
point of view of finances). The operative structures follow an object
view, while the project costs with respect to asset accounting are
structured, amongst other things, according to their specifica-
tions. The project structure depicted includes over 1000 items.
Preliminary inquiry for project change/project change request
(PÄV/ PÄA) Ref. 1
The procedure and the processes for initialisation, approval and
implementation of project changes are defined in the process
“M3 Change Management”. In terms of typical “project change
management” this solution reflects the entire life cycle.
Reporting of other increases or decreases in costs Ref. 1
In terms of complete and transparent project controlling, very
vague or uncertain items can also be recorded.
Forecast for greater or lesser extent Ref. 4.1
At the construction site, the costs originally planned are checked
periodically by the project manager and compared with the values
of the current state of knowledge. The forecasts are recorded by
the customer in the Messerli application. Using an interface,
between 10,000 and 20,000 forecast entries are transferred to the
KEP and checked in this manner.
Activity recording (Lerf) Ref. 4, 5, 6
On a monthly basis, the degrees (construction performance
according to standard item catalogue) are entered in the Messerli
application, which at the same time correspond to the invoice of
the respective company. The performance feedback is transferred
to the SAP system via an audit-proof interface. The preparation of
workflows for technical and financial approval enables the very
large volume of data to be handled and the invoices to be paid on
time. The processing time is 6 working days.
Ordering process Ref. 4, 5, 6
All services for the Linthal 2015 project are handled in the SAP
system using purchase requisitions and purchase orders. The
process is supported by various types of contract, workflows and
a project-specific finance expertise matrix.
Contract controlling Ref. 3
Controlling of the very large number of contracts, additional
requirements and additional offers is carried out using the format-
ted reporting function (SAP Crystal).
Reporting Ref. 2
A comprehensive reporting landscape has
been implemented in SAP BW for the entire
monitoring and management of the large-
scale project.
Project Controlling For Large-Scale Projects
Simon Roth
Senior Project Leader
The Architecture of the Project Controlling Solution Linthal 2015
Bex Analyzer 7.xAdobe
BO/Crystal
SAP BI 7.01BSP
DrawMgt
Sharepoint2010
Interfaceforecast/ACT
Outlook, SAP Portal,Fin. Matrix
MMS/PS/AA/AP/IM
Projekt porting
it.pms
Cockpit
KEP PÄVPAA
Forecast for degree
OtherMeK/MiK
SAP ERP Messerli
Workflow
Documents
Risk Mgt.
“Call our hotline in case of an IT incident.” You as
our customer must have heard this message many
times in the past. Except that Axpo Informatik
does not operate a hotline for customers in the
traditional sense. A hotline or a call centre is de-
ployed exclusively to accept calls and generate
tickets from them. These are then forwarded for
processing to the specialist departments. A typical
hotline employee does not usually offer technical
support.
At Axpo Informatik, our CSD (Customer Service Desk)
has provided you with service up to now. In contrast to a call
centre, we attempt to achieve as high a “first resolution rate” as
possible. This means that your problem is accepted by qualified
employees at Axpo Informatik and for the most part, solved
within a few minutes on the phone via screen access.
Axpo Informatik would like to continue development on this
service, which is valued very highly by customers, and is changing
the CSD to the “Customer Care Center”. However, it’s not just
the name of your first point of contact for IT incidents which is
changing. The department “IT Operation” has been restructured
and will help to reinforce the Customer Care Center in the long-
term. It is our goal to continuously improve, in order to serve you
more efficiently and professionally.
In IT, the support functions are typically represented at 3 levels
– the 1st Level Support with the “Customer Care Center” and the
two Support Levels 2 and 3 for downstream, more in-depth
processing. In order for us to provide you with efficient service,
the predominant amount of incoming queries must be solved as
quickly as possible by 1st Level Support.
Axpo spot-on
12 | 13
If IT incidents with a higher level of complexity are identified on
the phone, qualified forwarding to the downstream specialist
must be ensured. In order for us to be able to process up to 200
queries a day promptly, we have increased our Customer Care
Center staff and are working in parallel on continuous improve-
ments in quality. A distinction is still made between IT incidents
with existing IT systems, called “Incidents” and queries for addi-
tional IT services, called “Requests”.
Up to now, there has only been one team for these issues. We
now have two dedicated groups of specialists who will accept the
various customer concerns. All your queries will be handled by this
centralised Customer Care Center. The Axpo Informatik employ-
ees will still visit you on site if necessary. For efficiency purposes,
however, it is our primary goal to provide you with competent,
fast and friendly help at your screen and on the phone from one
central point.
With this in mind, I wish you (and us) as few “Incidents” as possi-
ble. However, if your IT doesn’t work as it should – “Our Customer
Care Center will be happy to take your call!”
Angelo Ramella
Department Manager IT-Operation
Customer Care Center – More Than Just A Hotline
1st Level SupportQua
ntit
y
Co
mp
lexi
tyCustomerCare Center
2nd Level Support
IT Operation
3rd Level Support
IT Engineering Teams and Suppliers
In May 2013, the next customer satisfaction survey
is on the agenda. Despite the outstanding result
of overall satisfaction of 7.06 in the 2012 survey,
various actions have been taken within the compa-
ny and some have already been implemented. Here
we have compiled the top 5 from this catalogue of
measures for you. The aim is to maintain this
sound result and to continue to improve Axpo
Informatik’s services.
Customer Satisfaction Survey 2012Measures
Focus Actions taken Implementation status
Customer Care Center and on-site support
The focus is on the continuous training of our employees in the Customer Care Center. The role of a supervisor was introduced as of January 1, 2013. An external audit will contribute to evaluate further improvement issues. The quality of the ticket entered should thus continue to increase.
On-going
Standard software Customers should not be disturbed by software updates during working times. With the new software distribution system, distribution now runs in the background.
Implemented as of January 31, 2013
Standard SAP software
The SAP support model will be tested at 1st and 2nd Levels. The SAP support offer-ing as well as training courses for advanced SAP users are to be extended.
Implementation as of April 1, 2013
Order handling With the implementation of a new solution for order handling (Cherwell) all postponements will take place via the Order Manager. We will ensure that the reason for the postponement will be reported to the customer by the responsible clerk in all cases.
Implementation as of April 1, 2013
User-friendliness in the IT4me webshop will be continuously improved. In future the total amount in CHF of the approved services will be visible for the approver. The total order sum will be calculated once on a monthly basis.
Implementation as of April 1, 2013
Communication An IT customer portal with access for all Axpo Informatik customers will be connected in May 2013. A comprehensive platform with all information required for your daily work at Axpo Informatik will be set up. Special access for the CIOs and the customer’s IT operation is also planned.
Connection in May 2013
Open responses, suggestions and requests from users have been presented to the respective CIO. Often, the requests do not concern Axpo Informatik as a provider, but call for fundamental decisions by the respective customer management. We feel it is important that the CIOs learn about their staff’s requirements.
Implemented as of January 20, 2013
We will continue to keep you informed of the progress on the
implemented measures.
Axpo spot-on
14 | 15
IT Tip
Did you know that ...
… You can send a text message or a fax via Outlook
quick ’n easy ?
Sending a text:
• Create a new mail in Outlook.
• In the “To…” field enter the addressee’s number with the
supplement “@sms.axpo.com”.
Example: [email protected]
• In the field “Subject:“ enter your text message.
• In the menu bar, select the tab “Extras” (for Office 2010: “For-
mat text“) and the option “Aa only text”.
• For a text message, delete any signatures in the writing area
below and send your message in the same way as you would
send an e-mail.
Sending a fax:
• Create a new mail in Outlook.
• In the “To…” field enter the addressee’s number with the
supplement “@fax.axpo.com”.
Example:[email protected]
• In the white area below, type your message and your signature.
If you want to enter a subject, enter this in the writing area as
well.
• Send your fax by pressing “Send“.
Had enough of mnemonic rhymes and tangles of characters?
You can have all your passwords under control using the free
encrypted MiniKee Pass app.
As we all know, a password should meet certain security stand-
ards. It should contain upper-case and lower-case characters,
numbers and special characters. Exemplary users have a
different password for each account they open, which is
secure as possible and which they change every three
months. The password hackers are becoming more and
more daring and are hot on our heels. How can we
possibly remember all these vast quantities of pass-
words – without daily memory training, risky reminders
on post-its or insecure Excel lists?
App TipMiniKee Pass – Secure Password Manager
The solution is called MiniKee Pass and it’s free.
Using this modern, encrypted app, you can coordinate and store
all your passwords securely, but particularly in a clear and compre-
hensible manner. You can call up the data at any time, and it is
stored electronically on your smartphone with additional pass-
word encryption.
The major advantage of this app:
In order to maintain a clear overview, as well as to simplify the
division between private and business life, the passwords can be
classified into various groups. Whether it’s your webshop access
or private e-mail account, on-line banking or a credit card billing
– MiniKee Pass even allows links to be stored and is used and
recommended frequently by our IT specialists.
Requirements: compatible with iPhone, iPod touch and iPad.
Requires iOS 4.3 or higher. Android fans can use this alternative:
KeePassDroid
Axpo Informatik AGSpot-on Editorial OfficeBruggerstrasse 68 | CH-5401 BadenT +41 56 200 33 66 | F +41 56 200 33 [email protected] | www.axpo.com/informatik Photo credits: Axpo Informatik, bildraus.ch, iStockphoto.com