After the NDR had already been a customer of DATAGROUP for three years in 2002, the IT service provider won the media company back in a Europe-wide tender in 2009. Since then, DATAGROUP has been in charge of the service desk and on-site support at the locations in Rotherbaum (radio) and Lokstedt (television). Over the years these services have been expanded to include support for the broadcasting studios in Hanover, Schwerin and Kiel as well as the system support in Hanover.
The reliable support of NDR’s IT users is the primary goal in daily business. An interdependent process has to be guaranteed, particularly regarding the editorial preparation of radio and television programmes as well as live broadcasts. In this context, the focus is on a continuous quality assurance, fast response times, solution-oriented work and high availability.
DATAGROUP supports a total of about 7,500 clients at NDR’s Hamburg-based locations and in the regional broadcast stations in Hanover, Kiel and Schwerin. All inquiries on IT are routed to the NDR service desk, the single point of contact (SPOC). Client support manages the downstream disruptions and solves them at the user’s premises. An average of some 5,000 incoming calls are processed per month. Having an availability of 80 % and a first fix rate of over 70 %, the SLAs are not only met but more than met to some extent.
In Hanover, DATAGROUP supports the NDR’s editorial offices and thus safeguards the integrity of the live environment. To professionally support the editorial environment and meet the users’ requirements in daily business specially trained DATAGROUP employees are deployed on site prior to and during live broadcasts in television. This guarantees that up-to-the-minute news are transmitted without interference and in time. In particular, the editorial and up-to-the-minute reference requires a high degree of flexibility in terms of support.
To document solutions and knowledge, DATAGROUP’s employees maintain a comprehensive knowledge database. The constant exchange of information does not only enhance transparency but also strengthens the cooperative partnership with NDR.