Heathrow is investing over �400m in IT services

BAA overhauls IT services to improve airport experience

Leading airport operator BAA has announced a £100 million outsourcing deal with Capgemini to deliver its IT services.

It says the five-year contract will be key to improving the airport experience at Heathrow and the company's other five airports.

Capgemini will be responsible for the delivery of BAA’s core IT services on a day-to-day basis, including applications, infrastructure and projects, for some 10,000 users.

Heathrow is investing over £400m in IT to share real-time information, better respond to crises and offer improved services to passengers and airlines.

More than 90 airlines operate from the airport with 1,300 flights a day carrying over 65m passengers a year.

Its lack of spare capacity means that problems at the airport or delays at departing airports can trigger a domino-effect of problems including air and terminal congestion.

The companies say that the revamped services will help to keep passengers and airlines better informed, allowing for quicker turnaround of plans, better recovery from problems, better future planning and more detailed information of flights and passengers.

Philip Langsdale, chief information officer at BAA, said: “We understand that passengers want short queues, quick information and a pleasant experience that gets them on their way without stress and with the confidence their bags will come back quickly.

"Our airlines need better more timely information and  improved service quality and our priority is improving our passengers' experiences and getting the best value we can on behalf of our airline customers."

He added that BAA will already have spent over £400m on IT in the five-year period ending in 2013 as part of a wider capital spending programme designed to modernise Heathrow.

The service will cover BAA’s six UK airports Heathrow, Stansted, Southampton, Glasgow, Edinburgh and Aberdeen.

Work is due to start in May after a two-month transition, with BAA retaining responsibility for IT strategy and stakeholder management.

Greg Hyttenrauch, head of Business Development at Capgemini Global Infrastructure Services, said: “We are excited by the prospect of supporting BAA’s vision to make every journey better through streamlined IT services and information flows, to the benefit of all stakeholders including airlines and passengers.

"BAA is a landmark client for Capgemini and we are committed to a long-term relationship and the transformation of their business.”

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