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Equipment

Mobile app accelerates equipment fault logging

05 June 2019

IT support provider ESP Global Services has launched a mobile app for fast fault reporting and rapid deployment of engineers to repair self-service kiosks and other terminal equipment.A screenshot from the new app for fault logging of barcoded equipment at airports. (ESP)A screenshot from the new app for fault logging of barcoded equipment at airports. (ESP)

The ESP Self-Service app will be deployed in a pilot scheme at UK hub Heathrow in the coming weeks, and a proof-of-concept trial is planned with Scarabee at the security checkpoint in Bristol Airport. Discussions are ongoing with other self-service system integrators such as Vision-Box.

Instead of having to log a call to a service desk, check-in agents and assistants can save time by reporting faults themselves via the app, which operates with Android- and iOS-enabled smartphones and other mobile platforms.

New features include multi-language configurability and device scanning, whereby an agent scans a barcode on the side of a self-service kiosk, transmitting essential information to the ESP Global ServiceNow system, which generates job requests to field engineers. The app also provides users with a fault history of the item in question.

“The agent is kept in the loop on the status of the repair job; there is a connection with the engineer,” said ESP CEO Andy Jenner. “We’re giving the end-user choice.”

The app is developed from a desktop ESP Self-Service solution, which was launched in late 2018. This is available to agents at Aberdeen, Edinburgh, Glasgow, Newcastle, and Stansted airports in the UK, as well as Brussels Airport in Belgium. The desktop solution is certified to operate on ARINC and SITA platforms, and ESP Global is also seeking certification with Amadeus.

“We work with [terminal equipment] vendors to deliver on-site services for the new generation of self-service check-in kiosks, self-bag drop systems, e-gates and biometric systems,” said Jenner, who added that ESP Global is also capable of working directly under contract from airport operators: for example, the company supports all terminal equipment at Birmingham Airport, including front-end operational systems.

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To contact the author of this article, email Ben.Vogel@ihsmarkit.com


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